Thu.Jul 29, 2021

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3 Surprising Facts About Customer Experience

Customer Think

Customer experience has taken the world by storm. And with it, hundreds of consultants and researchers have flooded the market with books, interviews, training programs, and various methodologies. The problem? This noisy, cluttered space has led to confusing, conflicting, and fragmented customer experience initiatives, even within the same organization.

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What Microaggression at Work Can Teach Us About Leadership

Strategic Planning and Management Insights

Microaggressions have formed a string of disturbances in workplace behaviours. Usually, microaggressions are formed from preconceived biases of people of different culture, gender and ages. Author of ‘ Microaggressions in Everyday Life ’ and psychologist Derald Wing Sue describes the behaviour as "put-downs and affronts through interactions towards marginalized groups including those of colour and LGBT groups".

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21 Ways To 10X Your Customer Experience

Customer Think

Understanding how to give your customers an experience they will remember is critical in retaining them for the long run. You have spent time and money acquiring those customers so it’s vital to keep them coming back time and time again. Getting a new customer to try your business can be anywhere from five to […].

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4 Essential Change-Management Leadership Skills

CMOE

Being a great leader requires the ability to adapt to change. As industries and technology continuously evolve, adaptability is essential to an organization’s long-term viability. Unfortunately, not enough leaders are equipped with the right training or knowledge to effectively lead their team members through change; almost two-thirds of employers noted that a lack of change-management expertise was a problem during their recent initiatives.

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2024, The Year of the Customer

2023's struggles fueled a shift: companies are ditching wasteful strategies in favor of data and AI-powered growth. Enter 2024, the year GTC takes center stage. Discover 5 ways a customer-centric approach unlocks new revenue and delivers lasting success.

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Top 15 Tips to Keep Your Mobile App Stays Fresh and Updated

Customer Think

With technology advancements, mobile apps have now become a necessity. The increase in smartphones and tablets has encouraged businesses to develop and launch their mobile apps in the market. There is no denying that setting it up and forgetting it doesn’t work when it comes to technology. For this reason, businesses keep adding functionalities, and […].

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Contact management 101: A guide for sales and support teams

Zendesk

You’re at a party nibbling on cheese when someone who looks vaguely familiar strikes up a conversation. You’re doing a good enough job faking your way through it, until your partner joins and asks for an introduction … and you don’t know the person’s name. Sales and support conversations aren’t so different from chats at parties. A great call with a customer will end badly if you don’t remember their personal details—whether that’s their name or their most recent purchase.

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Our Latest Podcasts: Improve Your Competitive Advantage

Force Management

There are numerous ways you can improve your sales organization's competitive advantage in the market. This month's episodes cover multiple tactics you can implement into your talent management approach and your sales team's go-to-market approach to improve your company's overall ability to compete. We even have a special guest this month. Sales Leader Veteran John McMahon joins John Kaplan to discuss takeaways from his new book, “The Qualified Sales Leader”.

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9 Essential Elements of High-Converting Product Pages

Customer Think

Over the last decade, and especially in the past five years, eCommerce has taken over the internet. Due to the rise of the digital era, most companies have embraced a “store-less” approach to doing business. This new trend has rapidly taken over most industries, and online shopping has become the new norm. As a direct […].

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#021 CX – A serious opportunity to add value as a KAM Pro

KAMCast

IN THIS EPISODE How much attention are you paying to the customer experience with your Key Accounts? Do you surprise and delight your clients on a regular basis or, have you fallen into the trap of leaving this up to marketing at the front end of the sales cycle? With customers experiencing thousands of ‘moments’ every day in all areas of their lives, what are you doing to ensure the moments they share with you, exceed their expectations?

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Why Loyalty is More Important Than Acquisition for Retailers in a Post-Covid World

Customer Think

In over a year of constant adjustment for retailers and consumers, convenience has emerged as the thing shoppers desire most from their favorite brands. Everything we are seeing from our own data at Conversocial and reports from key industry voices like Forrester and Mckinsey, is pointing towards the digital shift in consumer habits being here […].

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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

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A Strong Pipeline is the Key to Revitalizing Customer Advisory Board Membership

Farland Group

Retirements and role changes in the C-suite can wreak havoc on Customer Advisory Board membership , taking it from robust and static to multiple open seats in the blink of an eye. While this might cause panic at first, it is an ideal opportunity to look at the current membership and take stock of the industry, geographic, and diversity gaps that need to be addressed.

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People not Bots are to Blame

Customer Think

I’m proud to have started my career and spent much of it (over 25 years) working to help some great brands deliver on the promises they made to their customers. Perhaps I was lucky that I started my career at the RAC where I was instrumental in creating the new and often iconic service centres […].

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DealCoachPro Secures 2nd Patent: Deal Matching & Dynamic Deal Playbooks

SBI

DealCoachPro Secures Second Patent for its Enterprise Sales Technology. Deal Matching and Dynamic Deal Playbooks. Delray Beach, FL – July 29, 2021. Sales technology software innovator, DealCoachPro announces Notice of Allowance for all claims in U.S. Patent Application No. 16/885,004 for their Deal Match functionality. Deal Match reuses qualitative, institutional knowledge about deals across the entire organization’s history to help Enterprise sellers create winning game plans for current opport

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What’s Science Got to Do with It? | Customer Experience IS Team Member Experience

Customer Think

This is the first post in a series titled “Customer Experience IS Team Member Experience.” As much as I am a people person, I worry that some human-focused leaders and consultants veer a bit too far away from research and data when it comes t.

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1st, 2nd, and 3rd Party Intent Data: Which Is Right for You?

How do 1st, 2nd, and 3rd party intent data compare? 1st, 2nd, and 3rd party data each have specific advantages and disadvantages. It comes down to four factors: accuracy, cost, control and quantity. This infographic explains the pros and cons of each and helps you understand which one is best for meeting your business objectives. Intent data can be a great way to fill your pipeline and close more deals.

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Jul 29 – Customer Success Jobs

SmartKarrot

Role: Director of Customer Success Location: Remote, Chicago, IL, US Organization: HiringThing As a Director of Customer Success, you will ensure that customer satisfaction is achieved through courteous and effective communication, problem-solving, and efficient processes. Develop and report on customer success metrics across a variety of metrics and measures, working to continuously improve the results.

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Overcoming the Challenges of Medical Device Support

Customer Think

In the medical technology field, manufacturers must provide medical device support for their products across a wide range of settings, including hospitals, urgent care centers, physicians’ offices, nursing homes, mobile units, and even individual homes. It’s therefore no surprise that the global medical device market size is approximately half a trillion U.S. dollars.

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18 Great FAQ Examples to Improve Your Self-Service Support

Help Scout

There are many excellent reasons to create and publish FAQ content for your product. First, 70% of customers prefer to use a company’s website to get answers on their own. Having a knowledge base full of how-to articles and answers to frequently asked questions empowers your customers to find their own solutions to the problems they’re encountering.

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6 Tips to Protect Your Business, Employees, And Customers From Cybercrimes

Customer Think

You may consider it unlikely that cybercrime will affect your business. However, the number of enterprises falling prey to attacks is increasing. According to a 2018 report by Hiscox, 47% of small businesses reported one cyber-attack over the course of a year. Of these, 44% reported more than one. The same report found that cyber-attacks […].

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ABM Evolution: How Top Marketers Are Using Account-Based Strategies

In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.

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56 Strategic Objective Examples for Your Company to Copy

ClearPoint Strategy

Strategic objectives are statements that indicate what is critical or important in your organizational strategy. In other words, they’re goals you’re trying to achieve in a certain period of time—typically 3-5 years. Your objectives link out to your measures and initiatives.

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Best Product Experience Resources for 2021

SmartKarrot

If you have been striving to level up your product experience knowledge and are hammed for time, you are on the right page. Staying on top of industry trends, and expanding your horizons on some of the best product experience resources will not be any easier than this. Dive into this all-in-all resource sheet that has everything you need in one sorted space.

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Here’s how companies actually got faster at solving customer issues last year

Zendesk

. . . When a customer contacts a support team, two things are top of mind—how quickly they can solve their problem and how fast a company responds to them when they need help. In recent Zendesk research, 73 percent of customers say their number one priority is a fast resolution , while 59 percent say it’s a fast response that matters most. Either way, it’s reason enough for companies to pay attention.