Customer retention is one of those evergreen B2B challenges; how do you keep customers engaged, happy and loyal to your brand? Recently, however, the fight against churn has become much more intense. Customers are more educated than ever, and their expectations are high: a rising number expect fast, personalized service... more
In a recent webinar titled “The Learner is Always Right: Improving the Customer Experience with Microlearning,” two learning leaders – Dr. Jill Stefaniak (CLO, Litmos) and John Leh (CEO, Talented Learning) – discussed how microlearning is revolutionizing customer experience (CX). This engaging and insightful session explored the advantages of microlearning, common... more
Fall might just be starting, but customer experience and sales teams know better than anyone: holiday shopping is on the way. Now is the time to prep your teams for the Black Friday eCommerce rush. Customer experience and sales reps have a stressful enough job as it is, and the... more
It’s an oft-quoted saying in IT: 80 percent of customers only use 20 percent of the features in the software they’ve bought. This may sound like an exaggeration, but let’s do an experiment: how many of your phone’s features and pre-installed apps do you actually use? How many more would... more
The many disruptions that arose from the COVID-19 pandemic have led to an evolution in the way we work and the way we buy. Customer expectations have also evolved – often exceeding the capabilities of overburdened customer support teams. Instant and seamless support is now considered a given for consumers... more
Generating revenue: it’s the job of your sales team, right? Not exactly. While your sales teams’ job is to make sales and close deals with new customers, several teams work together to generate revenue. Marketing creates the assets that generate warm leads for sales. The sales team gets conversations going... more
Customer Experience (CX) is a critical facet of your customer care. Your brand wants to make the experience of interacting with your product as smooth and pleasant for your customers as it possibly can be. Your CX team shoulders that responsibility. They nurture the customer through their post-sales journey, they... more
It’s not a fun time to be customer service. According to the 10th edition of the Customer Care Measurement and Consultancy’s National Customer Rage Survey, which has tracked satisfaction and incivility in customer service since 1976, 43% of customers shouted at customer care representatives in 2020, an increase from 35%... more
Customer Experience (CX) teams are the heart of developing strong and lasting relationships with customers. By providing your CX team with the right training and development opportunities, you not only help them grow, but help your business’s bottom line by creating happy customers. It’s a win-win scenario! No one knows... more
If you’ve ever been to the Apple store, you know that it’s kind of an experience: you can buy products there, you can get your devices fixed there, and there are scheduled Today at Apple classes. Like photography? You can learn how to take portraits. Music? There’s a class for... more
