New 2023 State of CX Survey Uncovers Work From Home Misalignment

JUST RELEASED! The Northridge Group’s State of CX 2023 Part II research report reveals that nearly 50% of consumers surveyed had knowingly spoken to a customer service associate working from home—and almost 75% of those respondents felt the associate's location did not impact the service or experience. So why do more than ⅓ of business leaders want contact center associates back in the office?

NEW! 2023 State of CX Research Report Just Released!

JUST RELEASED! NEW! Part II of The Northridge Group’s State of CX 2023 report reveals 93% of business leaders surveyed believe their companies make it easy for customers to resolve issues. Only 66% of customers agree. Check out The Northridge Group’s latest CX research report—the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall experience!

How to Boost Client Engagement by 45% With a Purpose-Built Customer Onboarding Solution

Quentelle delivers verification of employment, tax credits, and unemployment cost management solutions, leveraging advanced platform technology. Its data-driven solutions—powered by best-in-class providers—and proven IT security services save time and money and empower companies to streamline internal operations and make better decisions. Quentelle’s rapid growth called for a customer onboarding solution that could deliver a more seamless and automated follow-up process to help onboard new clien

The Ultimate Client Onboarding Guide for Beginners

Many companies are creating a focus on client onboarding. Why? Because it has a significant impact on your business. But if you’re here, you probably already know that. When companies focus on the client onboarding process (and invest in the automation side with client onboarding software), they can see these results: 4X increase in client onboarding specialist/project manager capacity 49% average decrease in onboarding project time 86% fewer meetings 90% on-time delivery rate Download the ultim

10 Reasons to Stop Using Project Management Software to Run Client Implementations

You wouldn’t use a hammer when you need a screwdriver, and you shouldn’t use standard project management software to manage your new client implementations. Sure, your teams might get by with standard PM tools, but imagine how much more efficient and effective they could be with a purpose-built tool designed specifically for the new client implementation and onboarding process.

The Customer Success Onboarding Playbook

Customer onboarding is a very crucial – yet sometimes overlooked – step in the customer journey. A successful customer onboarding process improves efficiency, increases capacity and decreases churn. This playbook features tips from industry leaders and outlines all the steps needed to create a best-in-class onboarding experience.

The State of Customer Experience 2023 Research Report

JUST RELEASED! The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus the phone amongst 18–35-year-olds—the first time online chat has eclipsed phone! At the same time, customer patience is dropping, with 35% of respondents willing to wait only a few minutes before re-contacting a company.

Powering Personalization Through Customer Data

Simply having customer information can no longer be enough. You need data that can provide a deep dive into your customer base in order to create personalized marketing that hits home. When you choose the right CDP to fit your organization’s needs, you give yourself the power to take full advantage of your customer data. Marketing today includes increasing layers of complexity, and competition for consumer attention can also be fierce.

Customer Preferences: How Community Can Deliver a Simplified Experience

Vanilla Forums

Updating and upgrading how you meet customer expectations should be a top priority for any company, and though it might sound like a weighty task, there is an uncomplicated solution: Community. Though we see this as an obvious connector, we realize that not everyone will. So, we have researched what customers truly want in a customer experience, and how community can serve that.

A Strategic Guide to Community Gamification

Vanilla Forums

In Customer Success terms, an engaged customer is one that is immersed in your product. Ideally, they find value and success daily and help other customers to do the same. But how do you encourage engagement? Gamification is a proven solution that can strengthen relationships and loyalty between your Customer Success team and customers. Our eBook explains how, with topics like: What is gamification?

Should Customer Marketing Align with Customer Success?

Vanilla Forums

With outcomes and metrics that align directly, find out why customer success should be the foundation of a customer marketing strategy. Customer Success teams actively track KPIs and metrics that directly align with customer marketing outcomes. Including a customer marketing foundation to the customer success roster of tasks isn’t adding extra responsibilities, it’s using existing initiatives to win in new ways.

2021 State of Customer Service Experience Report

The Northridge Group's State of Customer Service Experience report provides a clear message to businesses. Today’s consumers are shopping online more now than ever, but find the service experience inadequate. Report highlights include: Online shopping is the new normal – 68% of customers increased their online shopping during the pandemic and plan to continue this trend post-pandemic. 63% of customers tried digital apps and tools for the first time and 75% will continue to prefer digital apps po

Why Product Led Growth is a Customer Success Responsibility

Vanilla Forums

As the eyes and ears of an organization, Customer Success can drive acquisition, expansion, and retention. But without a clear understanding of a product’s capability, or the value it creates for customers, churn is unavoidable. Customer success should be leading the Product Led Growth (PLG) initiative by adding weight to customer feedback, offering actionable, data-driven insights throughout an organization, and better serving customers.

How Self-Service Can Drive Down Costs and Improve CX

Vanilla Forums

Self-Service can be a polarizing topic. Many people think that self-service is a low-end experience and would much rather offer their customers “personalized attention.”. But those in the know understand that self-service is, in fact, a white glove offering. Best-selling author and customer experience thought leader Blake Morgan has put it all down on paper for you.

The State of Customer Success Pt. 1

Vanilla Forums

In conjunction with Gain Grow Retain, we sat down with some of the most influential Customer Success Leaders out there. Together, Vanilla etched out the State of Customer Success in 2022. What does it look like? How can you prepare? Is your Customer Success team as prepared as they should be? This two-part eBook encompasses all the areas of Customer Success set to change this year.

Research Study: Customer Perceptions of the Community Experience

Vanilla Forums

What do consumers expect when it comes to CX? Rather than assume that branded communities meet the expectations of the consumer, we wanted to figure out the “want behind the want” by asking if customer expectations around CX align with community offerings. To answer this, we surveyed more than 600 consumers from the United States, the United Kingdom, and Australia to gain an understanding of their perceptions of the community experience.

Community Predictions 2022

Vanilla Forums

Welcome…to the 7th Edition of Vanilla Forums’ Community Predictions eBook. We sat down with 22 experts to discover what's coming for community in 2022. Together, we worked out ten key takeaways for the coming year. If you run a community, are part of a community, or are debating whether or not to launch one, this eBook is for you. Check out the ten predictions we make for 2022 and prepare your community for the future.

Investing Wisely in your CX Tech Stack

Vanilla Forums

Why does your organization need to focus on building a great CX? Because a good customer experience is attributable to better revenue on your end, and higher satisfaction for your customers. Of the companies that have improved CX, how many do you think saw an increase in revenue? An enormous 84% of them. Are you heading in the right direction to maximize your ROI and cost savings across your organization?

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