Tag: customer

13
Oct
2020
Posted in technology

UserTesting Announces Second Annual Illumi Award Winners at the Human Insight World Customer Conference

The illumi Awards recognizes brands who have achieved extraordinary success using human insights to deliver world-class customer experiences

UserTesting, a leading provider of on-demand human insights, today announced the winners of its second annual illumi Awards at Human Insight World (#HiWorld20). The UserTestingⓇ HiWorld™ customer conference brings together UX researchers, designers, marketers, and product managers from some of the world’s leading brands to learn, share, and discuss how to create great experiences, build innovative products, and launch impactful campaigns using real human insight to drive the decision-making process.

This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20201013005871/en/

UserTesting illumi Awards 2020 (Graphic: Business Wire)

“Great customer experiences start with human insight. Organizations that focus on customer empathy, particularly in today’s business climate, will continue to build brand loyalty, and long term success, said Andy MacMillan, CEO of UserTesting. “The illumi Awards highlight the incredible work our customers are doing to create exceptional experiences for their customers using the UserTesting Human Insight Platform.”

In today’s challenging business environment, companies are having to relearn their customers, and they are relying on the UserTesting Human Insight Platform to do so. This year’s illumi Awards recognize trailblazing organizations from around the world that are leveraging human insights to gain a deeper understanding of and empathy for their customers–while simultaneously lowering their business costs and risk and accelerating their innovation and growth. Two hundred and thirty five organizations entered award submissions this year, resulting in 9 category Winners and 21 Distinguished Luminaries, each with remarkable stories of success and impact.

UserTesting congratulates all the illumi Award Winners and Distinguished Luminaries.

Category Winners:

  • Outstanding Business Impact Award: AAA

  • Outstanding Customer Focus Award: ATB Financial

  • Human Empathy Award: Cedar

  • Outstanding CommUnity Member of the Year Award: Chico’s

  • Outstanding Marketing Award: EARGO

  • Global Impact Award: Microsoft

12
Oct
2020
Posted in website

Invoca Study Finds Increased Role of Website Experience and Customer Service in Big-Ticket Purchases During COVID-19

SANTA BARBARA, Calif., Oct. 12, 2020 /PRNewswire/ — There’s no denying that the COVID-19 pandemic has impacted our lives: it is changing the way we work, how we interact with family and friends, and the way we shop. A new report from Invoca, “High-Stakes Purchases and Consumer Confidence in the COVID Era,” highlights data from a survey of 500 U.S. adults to understand specifically how consumers are approaching expensive and complex purchases in this new environment. The data uncovers important findings for businesses aiming to give consumers confidence in making these complicated purchases online. 

Despite the economic downturn brought on by COVID, Invoca’s report finds people are still making high-stakes purchases, such as cars, insurance policies, wireless plans, and big-ticket home improvement items. However, they’re changing the way they research and buy these items, in many cases moving entirely online. For example, the survey found online purchases in automotive grew 115% since March and increased 85% in home services. That said, consumers have important concerns when shopping online: People are most concerned that they won’t be able to verify the product or service quality before purchasing (36%), that they’ll choose the wrong product or service (22%), that refunds will be complicated (21%) and that they won’t get the best deal (19%).

Given the level of cost and complexity these types of purchases require, the report uncovered how brands can help consumers feel more confident when it comes to making these purchases online.

  • Brands must create a smooth online experience with options to get live help: For consumers making complex purchases online, it’s just as important to provide them with an option to get live, expert sales assistance as it is to have a fully functional website across devices. 81% of consumers said that just having a
06
Oct
2020
Posted in software

Seattle startup Skilljar raises $33M as pandemic sparks demand for its customer education software

Skilljar co-founders Sandi Lin (left) and Jason Stewart. (Skilljar Photos)

The third time really has been a charm for Sandi Lin and Jason Stewart.

The entrepreneurs began their startup journey in 2013 when the former Amazon employees launched Everpath, a Techstars Seattle company that tried to build a Yelp for online classes. They soon pivoted and began targeting independent instructors, offering them a platform to host online education.

“I call those my first two failed startups,” Lin said this week.

It was the third evolution of the original idea that really took off. Lin and Stewart saw a lot of interest from enterprise companies needing help building customer education experiences. They ultimately launched Skilljar, which has now delivered more than 10 million hours of instruction and 100 million lessons via on-demand and virtual live training programs hosted on its learning management platform.

Skilljar is set to grow even more after raising a fresh $33 million Series B round led by Insight Partners, with participation from existing investors Mayfield, Trilogy Equity Partners, and Shasta Ventures. Total funding to date is north of $50 million. 

The Seattle startup provides the back-end technology and software that lets companies build cloud-based training and onboarding programs for both their own employees and for end users. The company has more than 300 customers, including Smartsheet, Tableau, Cisco, Zendesk, and others. For example, Tableau uses Skilljar to power its Tableau eLearning training courses, while Nintex taps Skilljar to help lower “how-to” support tickets.

Skilljar also offers a built-in assessment and certifications engine, as well as analytics on learner activity and integrations with various other software tools.

Tech giants such as Amazon and Microsoft have built their own customer education platforms, but Skilljar hopes to provide the same service for thousands of other companies that don’t have the

01
Oct
2020
Posted in technology

Welcome To The Year Of The Customer Marketer

Customer marketers are ideally positioned to accelerate value delivery to customers and efficiency gains to their organizations in 2021. Marketing leaders must begin to see customer marketers and demand marketers as peers to maximize this opportunity. 

The global Covid-19 pandemic and economic crisis have caused B2B businesses to make major adjustments, with more to come. One major trend we see is an amped-up focus on retention — keeping customers and ensuring they achieve value. We’ve been pushing hard on retention as a growth strategy for quite some time. I’ve lost track of how many times I’ve said, “You can’t grow what you can’t keep.” Focus on the post-sale customer lifecycle is the core principle on which we base our research, models, frameworks and best practices in our Customer Engagement Strategies service. 

Every year, our team lays out planning assumptions that customer marketing, customer success, and customer experience leaders and practitioners can take to build and solidify the ongoing customer relationship. We’re having lots of discussions with clients about what next year will look like, and the shift to balancing acquisition with existing customer engagement has never been more front and center. 

This shift is wholesale — not just headcount and reporting structure, but the whole way of thinking about the business. We’re seeing the desire to engage, show value, leverage advocacy, and grow from the base permeate throughout organizations — data, process, metrics, KPIs and resources are all shifting. 

Just as demand marketers and sales teams have vastly improved their ability to assess likelihood to purchase during the buying process, their counterparts in post-sale customer engagement have improved the potential to predict churn and growth opportunities within the customer base thanks to technologies such as sales force automation systems, customer success management platforms and predictive analytics. The increased insights created

10
Dec
2019
Posted in technology

Not A Bad Gadget For Free Calling But Forget About Customer Service If A Billing

The history of gadgets spans as far back as humanity itself – since hominids began creating tools to make their lives simpler. Most people forget that a printed e book is an info technology gadget,invented about 600 years ago. Most necessary, it may wifi stored on any smartphone, straightforward carry and browse. Amazon’s FreeTime performance is comparatively straightforward for both parents and kids to make use of, however there are a handful of widespread issues individuals have with the feature.

This tiny, lighter-sized machine has a finder that you just look through, and it exhibits you every hidden camera, whether on or off. Next, one of many newest and most cool gadgets out there to the general public is the new THREE-D television units. Technology is dear – barely any colleges can permit themselves to buy useful gadgets that can be used for educating purposes.

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Utilized by round 400 million folks across the globe, home windows has turned out to be essentially the most used working system within the current years.Gadgets, though not a necessity, have turned out to be fairly useful add-on for the home windows users.Though, in the current launch of home windows eight, the gadgets have been changed by home windows apps.

Technology has changed the conduct of business and social outlook of people by hi-tech gadgets and technical gadgets. Simply in case you get bored with losing your time with the …