Callminer
FEBRUARY 1, 2022
Customer interactions don’t exist in a vacuum, and neither should your data. Find out how customer journey analytics break down data silos to provide better insight throughout the customer journey.
Adrian Swinscoe
FEBRUARY 25, 2022
In early December, Cogito published some new research designed to capture consumers’ understanding of artificial intelligence (AI), their overall perception and utilization of it, and any […]. The post Customers know how to solve data, privacy and AI trust issues. Brands should listen to them first appeared on Adrian Swinscoe.
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Intercom, Inc.
FEBRUARY 2, 2022
At Intercom, we believe in the power of sharing cross-functionally. Seeking feedback at various stages of a project helps avoid bottlenecks and silos, and ultimately drives business impact. Diving into a new project is an exciting challenge, but it takes time to develop context, address stakeholder needs, and meaningfully understand the problem. Without even realizing it, we begin to work with blinders on.
Futurelab
FEBRUARY 27, 2022
Should acquisition vs. retention really be a dilemma? Can’t there just be a balance between the two? Must one outweigh the other? Companies have long been pouring disproportionate resources – human, time, effort, capital – into the top of the funnel, on attracting and acquiring new customers, while retention efforts have gotten little more than loyalty programs and discount offers.
Speaker: Jason Cottrell and Brian Walker
Brands used to look for a commerce platform that could do everything. But over time, one vendor was no longer enough to meet a brand’s needs, so they added, and added, and added— and now it's essential that these vendors work well together. That’s composable, and it’s important to get it right. Customers and your board expect you to be in new channels and to adapt quickly to market change.
Beyond Philosophy
FEBRUARY 10, 2022
I am surprised daily about how many organizations can’t articulate how their improvement in various experience measures, like Net Promoter Score® , will benefit the organization. This connection is essential to understand to create a winning customer strategy. . The same is true for customer data. Too often, an organization is excellent at collecting data to measure the effects of their efforts but has no idea how they will use it.
Inside Customer Service
FEBRUARY 17, 2022
Company culture is an important consideration for job seekers. Many value it more than than money. That's from a 2019 Glassdoor report. At the time, the U.S. unemployment rate was 3.7 percent and employers were competing for good employees. In that respect, not much has changed. Today, the U.S. unemployment rate is still under four percent and culture is more important than ever.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Adrian Swinscoe
FEBRUARY 4, 2022
This is a guest post from Ross Daniels, Chief Marketing Officer at Calabrio. Running a contact centre today is a tricky business but it doesn’t have […]. The post Contact centre operations: Keep it simple – keep it human first appeared on Adrian Swinscoe.
Intercom, Inc.
FEBRUARY 23, 2022
The past couple of years have been … challenging, to put it nicely. Most of us have been working remotely, isolated from friends, family, and coworkers, uncertain of what the future might bring, and it has all taken a toll on our mental health. We’re stressed, exhausted, overworked, and burned out. As a result, resignation rates have been on the rise – a record number of 4.53 million Americans quit their jobs last November, and research shows that 72% of tech employees are thinking of quitting i
Futurelab
FEBRUARY 27, 2022
I recently read an article on Bloomberg Businessweek (about culture and how to sustain it – or whether it’s sustainable – in the wake of so many employees working from home) in which a Stanford researcher interviewed for the article stated: Culture is a way for organizations to control their members, police their behavior. That’s difficult to do when you can’t—after a meeting—say: ‘You know, John, maybe you shouldn’t have said x or y.
Bill Quiseng
FEBRUARY 7, 2022
Don’t serve to satisfy customers. Serve to WOW them. The customer does not “journey” sequentially over time, from start to finish. They journey emotionally with “ow” and “WOW moments” The more ow or WOW, the more emotional the moment, the more memorable the experience. The more ow, the more disgustingly memorable the experience, the more disloyal the customer.
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Inside Customer Service
FEBRUARY 10, 2022
"It just takes a lot of effort to get things done." A friend recently shared these frustrations. She had worked in sales at her company for the past six years. It had a good product and she was successful, but something was gnawing at her. My friend explained that it was becoming increasingly difficult to hit her sales targets. The challenge wasn't a new competitor, shifting market conditions, or even the pandemic.
Customer Think
FEBRUARY 1, 2022
Blockchain technology has been around since the early days of Bitcoin, which debuted in 2009 as the world’s first decentralized Cryptocurrency. Yet, it is more than just digital currency. Blockchain is a distributed ledger technology that can revolutionize modern business. But how fast will blockchain technology make its mark on the business world? According to […].
Adrian Swinscoe
FEBRUARY 21, 2022
Today’s interview is with Christian Selchau-Hansen, the CEO and co-founder of Formation.ai, a machine learning-powered offer optimization pioneer. Christian joins me to talk about loyalty, personalization, […]. The post The future of personalization and loyalty is dynamic – Interview with Christian Selchau-Hansen of Formation.ai first appeared on Adrian Swinscoe.
Intercom, Inc.
FEBRUARY 22, 2022
??At Intercom, we think deeply about how to deliver the safest, most secure experience possible for our customers and their customers. . As a SaaS business, Intercom is a data processor: our customers entrust us with their data, which we store and process on their behalf. From the beginning, we’ve considered customer data to be one of Intercom’s most critical assets and focused our efforts on protecting it by building strong internal security foundations for our product and infrastructure. .
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Futurelab
FEBRUARY 27, 2022
the language that you speak shapes the way that you think. And that gives you the opportunity to ask, “Why do I think the way that I do?” “How could I think differently?” And also, “What thoughts do I wish to create?” — Lea Boroditsky (1) We choose labels to describe the world and these labels shape the lenses through which we understand and act on the world.
Myra Golden Media
FEBRUARY 24, 2022
I facilitated five live digital De-escalation workshops last week. A student in one of my sessions spoke up during Q & A: “I have a question for Ms. Myra Golden. “How would we be able to handle a situation when we know or suspect that members are dealing with mental health?” Learners in my De-escalation Academy ask this question a lot.
Experience Investigators
FEBRUARY 1, 2022
Your CEO understands how important customer experience is to the success of your organization. They invest in resources to provide great experiences because they understand the immense return they get on those investments, right? . If this describes your organization, I hope you know how fortunate you are. I talk to customer experience leaders every week who share how they might have heard talk about how important customer experience is for their organization, but they rarely see the action to b
Steven Van Belleghem
FEBRUARY 23, 2022
Opportunities. I want to start with the opportunities first, because I really do believe that the metaverse has great potential for brands to offer a better, richer and more immersive experience to their customers. First mover advantage. In a new space, with not many brands participating, you can have the luxury of the first mover advantage. Though that concept may be more complex than it first seems – timing is everything and sometimes being too soon can be a disadvantage too – I be
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.
Adrian Swinscoe
FEBRUARY 14, 2022
This is a guest post from Ross Daniels, Chief Marketing Officer at Calabrio. In my last article I discussed how to keep things simple in contact […]. The post Banishing complexity – 5 ways to turn theory into practice first appeared on Adrian Swinscoe.
Customer Think
FEBRUARY 4, 2022
Every business needs a plan, and it’s no different when it comes to sales. While gut feelings and intuition might be a method to attract leads and close deals, what happens when they fail? To eliminate the need for guesswork and luck, a solid sales process needs to be established, ensuring consistency and a positive […].
Futurelab
FEBRUARY 27, 2022
the language that you speak shapes the way that you think. And that gives you the opportunity to ask, “Why do I think the way that I do?” “How could I think differently?” And also, “What thoughts do I wish to create?”?—? Lea Boroditsky (1) Tags: HelgeTennø business design customer experience customer strategy Facebook Like. Linkedin Share Button. Tweet Widget.
SixteenVentures
FEBRUARY 28, 2022
Having worked with hundreds of companies of different sizes, funding stages, and Customer Success maturity, around the world, I’ve boiled down what I believe are the five “secrets” of World-class CSMs. This is specifically about CSMs that are thriving, even if their environment is less-than-perfect. . It’s always best to have strong Customer Success leadership, buy-in from Executives, great processes, purpose-built CSM software, etc.
Speaker: Blackberry, OSS Consultants, & Revenera
Software is complex, which makes threats to the software supply chain more real every day. 64% of organizations have been impacted by a software supply chain attack and 60% of data breaches are due to unpatched software vulnerabilities. In the U.S. alone, cyber losses totaled $10.3 billion in 2022. All of these stats beg the question, “Do you know what’s in your software?
Help Scout
FEBRUARY 11, 2022
Customer success boosts lifetime customer value, creates stickier customers, and even provides deeply helpful product insights. Here’s our guide on how to do it well.
Steven Van Belleghem
FEBRUARY 17, 2022
Nike. End of January, Nike launched 5 different job-applications for metaverse-related roles. The news came a few weeks after it announced the acquisition of RTFKT, a non-fungible token studio that produces digital collectibles like digital sneakers. And prior to that, it had filed several new trademarks that indicate its intent to sell virtual Nike-branded sneakers and apparel.
Adrian Swinscoe
FEBRUARY 10, 2022
Today’s interview is with the winner of the MyCustomer 2021 CX Leader of the Year competition: Sri Safitri, Deputy Executive VP of Customer Experience and Digitisation […]. The post Leadership and life lessons from the winner of the 2021 CX Leader of the Year – Interview with Sri Safitri of Telkom Indonesia. first appeared on Adrian Swinscoe.
Customer Think
FEBRUARY 4, 2022
You receive countless emails with some basic level of personalization like including your first name. It’s no surprise why; 80% of customers are more likely to make a purchase when brands offer personalized experiences. You might notice other emails aimed at your age bracket, gender, location, or industry. But what if emails were personalized to […].
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JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. 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 exper
Shep Hyken
FEBRUARY 16, 2022
It’s natural that you would gravitate toward a person you perceived as an expert. When someone demonstrates a level of expertise and shares information you didn’t know, you tend to trust them. That expertise creates confidence. . For example, when you go to Best Buy and are looking for a new TV, you’ll find there are so many to choose from. Even when they have them all hanging on a wall, turned on so you can compare the quality of the pictures, it’s still confusing as to why one would be so mu
Totango
FEBRUARY 23, 2022
Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. Here, we’ll show you how to create your path to customer success. First, we’ll define what a SaaS customer journey is, break it down into stages, and explain why mapping it out is important. Then, we’ll walk you through a step-by-step process for creating your map, including how to incorporate technology to make your map bring about the successful results you and your customers wan
Doing CX Right
FEBRUARY 26, 2022
Howard Tiersky, author of Winning Digital Customers, shares how to drive customer behaviors, earn their love and emotional commitment to maximize your competitiveness. The post Influencing Desirable Customer Behaviors Through Experience Management appeared first on Doing CX Right.
Steven Van Belleghem
FEBRUARY 7, 2022
A world of possibilities. Above all, the hefty debate around the metaverse shows that we find ourselves in a very seminal phase, at a new frontier. Where few people really understand what it is or where it is going. And where a limited group of first movers is experimenting to understand it. I believe that this is the perfect moment for companies to start testing it in terms of marketing and CX: the potential is huge and the entry costs still rather low (depending on what you choose to do there,
Speaker: Donna Weber - Customer Onboarding Expert
Customer onboarding is so much more than going live with your product and driving adoption. The truth is, onboarding is the most important part of the customer journey. When you set positive first impressions, establish trusting relationships, and quickly deliver meaningful outcomes, you create customers for life. Invest an hour with Donna Weber to learn why your customer onboarding is critical to your success.
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