Fri.Nov 05, 2021

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CRM is not just about technology; it’s actually about relationships – Interview with Victoria Wejchert of Kinship

Adrian Swinscoe

Today’s interview is with Victoria Wejchert, who is the founder and CEO of Kinship, a contact management app that makes it easy to store and act […]. The post CRM is not just about technology; it’s actually about relationships – Interview with Victoria Wejchert of Kinship first appeared on Adrian Swinscoe.

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Seven Things Successful Customer Experience Professionals Think, Say, and Do

Customer Think

Among the many challenges customer experience (CX) professionals face, often the most difficult is how to engage cross-functional and multi-level support. Beyond support for specific projects, there is a crucial need for ongoing sponsorship of the CX program, even as new areas of focus develop for the organization. Throughout my career I’ve had the good […].

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Q&A with Aruba: How We Scaled Our Customer Engagement Strategy

Totango

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? Well, if you’re Aruba, you go digital. In a recent webinar titled “How Aruba Scaled their Customer Engagement Strategy”, Aruba’s Director of Customer Success Operations Matt Harmon and Head of Digital Engagement Strategy Teresa Chu, discussed how Aruba leveraged Totango and a digital-first customer success approach to drive customer e

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6 Strategies to Kick Start Your Customer Value Optimization (CVO) Strategies

Customer Think

In the early days of starting a new business, it’s normal to hyper-focus on getting as many customers as possible. As long as they’re purchasing something, it’s a win, right? However, as time goes on and you’re looking to scale, having a loyal, high-quality customer base becomes much more important for your ROI. You don’t […].

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From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and guest speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

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Fall 2021 CRS & Five Key Takeaways from Five Keynotes — Part 5: UnitedHealth Group

Execs In The Know

Execs In The Know recently held its Fall 2021 Customer Response Summit (CRS) event (October 18–22, 2021) featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations from these top brands: Williams-Sonoma, Inc. , Malwarebytes , DISH Network , Angi , and UnitedHealth Group.

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Top 17 Tips to Enhance Mobile App User Engagement

Customer Think

When it comes to mobile apps, user experience is the ultimate deciding factor whether it will win the hearts or end up in deletion. In other words, the higher the user experience, the greater the user engagement and optimum the results are. While some may think about apps that are used only once in a […].

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How to Optimize Your Product Images to Convert More Sales

Customer Think

Today’s businesses attract customers in many different ways, from product bundling to social media engagement. A major factor in this is the images we use; the quality of an image can make or break a purchase. That’s why it’s essential that your images are as strong as possible. What exactly does this idea look like […].

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Q&A with Aruba: How We Scaled Our Customer Engagement Strategy

Totango

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? Well, if you’re Aruba, you go digital. In a recent webinar titled “How Aruba Scaled their Customer Engagement Strategy”, Aruba’s Director of Customer Success Operations Matt Harmon and Head of Digital Engagement Strategy Teresa Chu, discussed how Aruba leveraged Totango and a digital-first customer success approach to drive customer e

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How to Reduce Returns: 8 Tried & True Tactics

Customer Think

Product returns are a costly proposition for the vast majority of manufacturers and retailers. According to the National Retail Federation (NRF), consumers returned an estimated $428 billion in merchandise – approximately 10.6% of total U.S. retail sales – in 2020. Managing these product returns takes a significant bite out of a company’s bottom line.

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Fall 2021 CRS & Five Key Takeaways from Five Keynotes — Part 5: UnitedHealth Group

Execs In The Know

Execs In The Know recently held its Fall 2021 Customer Response Summit (CRS) event (October 18–22, 2021) featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations from these top brands: Williams-Sonoma, Inc. , Malwarebytes , DISH Network , Angi , and UnitedHealth Group.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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Balancing Automation And Human Warmth in Customer Support

Customer Think

The trend of implementing automation into customer services is as inevitable as it is ubiquitous. By 2022, experts suggest that 70% of customer interactions will use machine learning technology and virtual agents, up from 15% in 2018. But in this rush toward automating customer service functions, companies need to understand the personal aspects of the […].

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Guest Post: Are Customer Surveys the Best Way to Receive Feedback About Your Brand?

Shep Hyken

Jacob Borgeson is the Product Marketing Director at Khoros where he helps brands understand how communities can help their businesses. He shares the challenges and limitations of using surveys to gather feedback about customer experience. Surveys will always be a critical component of a brand’s customer engagement strategy. Not only are they essential for businesses to improve, but they provide an outlet for customers to share meaningful brand feedback. .

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9 Proven Tips for Managing a Remote Team

Customer Think

Whether your team is fully or partially remote, remote management must account for various challenges dispersed employees face. A remote team refers to employees who telecommute to work from various locations spread across cities, countries, and even continents. Today, a significant part of the global workforce consists of remote teams. Remote teams offer an array […].

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What is a Ticketing system?

Logicalware

Ticketing systems help customer service teams to manage, prioritise and track customer requests. They are commonly used in contact centres and by help desks that receive high volumes of customer enquiries every day. These enquiries can flow in at all hours and often must be resolved within strict timeframes, making it important to know their status at all times.

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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Use Questions as Your Framework for B2B Buyer Enablement

Customer Think

I love questions. Questions are how you learn things. Questions create curiosity. But, for marketers, questions are one key to B2B buyer enablement. The process of Q&A drives momentum based on addressing how context shifts with each new intake of r.

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The what, how, and oh- yeah’s of working with customer personas from data

Customer Think

Learn how to leverage customer data in the form of personas to improve marketing personalization. See why it is so important for today’s marketers in this article. As a business owner, you’ve probably struggled with several things to drive customer conversion. One of the most important factors that drive conversion is personalized content tailored to […].

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The Digital Buying Journey Is Very Human

Customer Think

We see tremendous research on the digital buying journey. We know customers spend more of their buying journey finding information in digital and other channels. Engagement with sales people represent the smallest part of their time investment. I’ve written about this transformation suggesting we are going through a transformation of sales led, [.].

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Reach for Common Ground | How to Deliver World-Class Customer Experiences – Leading the Starbucks Way

Customer Think

This is the third in a 5-post series, How to Deliver World-Class Customer Experiences – Leading the Starbucks Way, as we continue through the business concepts in my book Leading the Starbucks Way: 5 Principles to Connect with Your Customers,

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the