Inside Customer Service
DECEMBER 2, 2021
There's something amazing about being served by an employee who loves the brand they represent. My wife, Sally, and I experienced that recently at the Dr. Martens store on Newbury Street in Boston. We walked in the store and Sally quickly zeroed in on a pair of shoes she liked. Scratch that. Loved. "Aren't those great?" asked an employee as she approached Sally.
Adrian Swinscoe
DECEMBER 1, 2021
This is a guest post by Asha Tarry, a business consultant, psychotherapist, and life coach, who discusses the “Great Resignation” of 2021, especially among Black and […]. The post The great resignation and integrating wellness at work first appeared on Adrian Swinscoe.
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Callminer
DECEMBER 1, 2021
Read our blog for tips and best practices to choosing and buying the best omnichannel customer service software for your business.
Intercom, Inc.
DECEMBER 1, 2021
As a sales manager, the most impactful thing you can do is coach your team. To do this effectively, it’s important to remember that every customer interaction matters when closing a deal. Study any sales coaching blog, podcast, or book and you’ll find plenty of advice on the best ways to coach your sales reps: join their calls, listen to recordings, apply a framework … the list goes on.
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.
Customer Think
NOVEMBER 29, 2021
One of our podcast listeners, Jeanne-Claude, wrote about a problem he was having for a recent episode. I am writing about it here today because it is likely a problem some of you share. Jeanne-Claude’s problem is that his company offers a complicate.
Shep Hyken
DECEMBER 3, 2021
This week we feature an article by Dan Martin, Chief Executive Officer of Xpress Global Systems , an organization focused on innovation, efficiency, and scalability of shipping and distribution of flooring products. He shares the four key areas that lead to elevated customer experiences while growing rapidly. In April 2021, I had the honor of becoming the chief executive officer of Xpress Global Systems (XGS), a trucking company that specializes in transporting flooring products across all 50
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
PeopleMetrics
DECEMBER 1, 2021
This has been a big week at PeopleMetrics. In case you did not hear, I launched my second book called Pharma Customer Experience ( CLICK TO VIEW ON AMAZON ) on Tuesday (11/30). I wrote this book because pharma and biotech companies have an amazing opportunity to improve the customer experience (patients, HCPs, caregivers) and emotionally connect with these customers.
Customer Think
DECEMBER 2, 2021
Artificial Intelligence is a powerful tool and ignoring its implications is next to impossible in today’s digital world. AI is vital to understanding how modern organizations work and function. AI is truly a gamechanger for organizations Various organizations across the globe a constantly leveraging the potential of AI and ML to enhance interactions, profits, relationships, […].
Lumoa
NOVEMBER 29, 2021
Is it possible to determine the ROI of customer experience, if so, how do you do that? In this article, we explain the relationship between revenue growth and customer experience. In addition, we share tools that will help you calculate the ROI of your own customer experience projects. Most business leaders believe that customer experience will be the key driver of their company’s competitiveness going forward.
Shep Hyken
DECEMBER 1, 2021
In the best of times, it’s important to keep your best employees. In tough times, it’s even more important. Customers are beginning to feel the results of The Great Resignation , which quite honestly, is not so great. It has resulted in longer lines, longer hold times, and slower service – basically a lower level of customer service. . So, how can you keep good employees, and keep them not only engaged with their jobs but also engaged with their customers?
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.
Zendesk
NOVEMBER 29, 2021
Here are the newest integrations from Zendesk to help your team provide great experiences. Square by ChargeDesk. Square by ChargeDesk (Support) (Chat) (Sell) lets you instantly view every customer’s billing history next to support tickets, chat conversations, and Zendesk Sell information. It also performs key actions such as refunding orders and cancelling subscriptions.
Customer Think
DECEMBER 2, 2021
Website builders who are familiar with CMS tools like WordPress can easily develop professional online pages, but sometimes the effort and talent invested in these projects don’t correlate with their success or ad revenue. Though creating high-quality online content is the main goal of any web designer, the harsh reality of the digital industry tells […].
Aquire
DECEMBER 1, 2021
Despite the new platforms on the scene, Facebook is still one of the most popular social media around. In fact, it’s been creeping steadily towards a mind-boggling three billion active users in recent years. So, it’s safe to assume there are quite a few of your customers among its users — often trying to make buying decisions with the platform’s help.
Fonolo
DECEMBER 2, 2021
From retail to tourism to food service, almost every sector is currently experiencing major labor shortages , and contact centers are no exception. Though contact center technology has revolutionized the way agents are able to work remotely, managers and directors are still catching up when it comes to finding and implementing strategies to balance staffing needs.
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Totango
DECEMBER 1, 2021
When you bring agile innovation to customer success , you empower your CS strategy with the latest technology. This gains you the ability to implement CS at scale, giving you a winning edge over competitors who are still a generation or two behind in their deployment of CS automation. In this blog, we’ll look deeper at what an agile customer success strategy means and why you can benefit from using one.
Customer Think
DECEMBER 2, 2021
Five key steps you need to keep building customer loyalty Loyal customers are your most profitable clients and the most effective advertisements you can have for your brand- this is an even greater trend after the pandemic. Things have certainly gone digital, but how we learn and trust products may be more similar. Source: Canva […].
Beyond Philosophy
DECEMBER 2, 2021
People look back on their childhood and talk about how terrible it was. However, they often do it with a fondness that belies their words. Looking back at the earlier period, they feel good about it, no matter how terrible it was in their description. Customers do this, too. So, the question I pose today is, what part of your customers’ past would they want to relive?
Conversation Agent
NOVEMBER 29, 2021
I've been asking myself that question for over two decades. When I came to the US, I was leaving a place that was steeped in tradition—some of it gorgeous. I mean, how amazing is it to be surrounded by World Heritage Sites? To go one city over and discover an entirely new local cuisine? To have your pick of coastline environment to choose from? Or parks in the city?
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.
Zonka Feedback
DECEMBER 3, 2021
Are you thinking of using Live Polls for your upcoming meetings? Good idea! If you are working remotely, which most companies have been for a couple of years, virtual meetings and web conferences must be a part of your life.
Customer Think
DECEMBER 1, 2021
Are you thinking about adding videos to your marketing strategy? If so, you’re in the right place. Videos are an excellent way to generate leads, build trust with your audience, and secure more sales. You may be shocked to learn that despite the explosion of visual content over the last several years, 43% of shoppers […].
ModSquad
DECEMBER 2, 2021
The 2021 holiday season is here, but many shoppers are still skittish about crowded in-store shopping. Some expected online shopping to dominate this Black Friday. Others believed people would hit the malls to select gifts in person, given news of supply chain issues. Here’s how it played out and what we observed. Forget the headlines, ecommerce is still growing.
Zendesk
DECEMBER 3, 2021
A Contact Us page isn’t just another page on your website. In fact, it is one of your most valuable pages—and should be treated as such. A contact page provides guidance for existing customers and offers an overview of your brand for new visitors. But contact pages aren’t always crafted with care. They might be missing a phone number or links to social channels, or they may be totally outdated or tricky to navigate—all of which makes for a bad customer experience.
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?
Zonka Feedback
DECEMBER 3, 2021
Over a decade, my family has participated in Jewelry Trade Shows & Events. We make many efforts to turn our exhibition interaction into an on-site sales platform. Before conceptualizing any exhibition, we always keep one thing in mind: ROI. Yes! You’ve invested in our show, and that’s why we have always committed to making our exhibition more interactive and worth attending.
Customer Think
DECEMBER 2, 2021
I was delighted to be asked to contribute the following article to the International Journal of Sales Transformation's special report on "Emerging from the Pandemic". I chose to focus on issues that I believe B2B sales leaders should be prioritising in.
Execs In The Know
NOVEMBER 30, 2021
In October, Execs In The Know held its Fall 2021 Customer Response Summit (CRS) event featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations. If you have yet to tune in to the Fall 2021 CRS virtual event, you can watch many sessions on-demand.
Logicalware
NOVEMBER 29, 2021
JYSK is an international?furniture?and homewares?retailer?– and a?great entrepreneurial success story. Since?opening its?first?store in?Denmark?in 1979,?the family-owned company ?has expanded into 50 countries?and now?operates?more than?3,000?stores?with?26,500?employees.?There are?103?JYSK stores in the Netherlands alone. The company runs?28 contact centres?
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.
Zonka Feedback
DECEMBER 3, 2021
According to a Stanford University study, positive interactions of patients with their healthcare providers can increase the efficacy of treatments. 84% of people say that wait time at a facility can have a huge impact on their experience. Similarly, transparency of cost and payment matters to 65% of patients.
Customer Think
DECEMBER 2, 2021
Most companies face hiring and staffing challenges ahead of the holiday season, but the past two years have been especially difficult with the pandemic’s ripple effect creating the toughest hiring seasons on record. For instance, reports from the U.S. Labor Department indicate nearly 4.3 million workers voluntarily quit their jobs this past August. Despite there […].
Fonolo
NOVEMBER 30, 2021
Over the last few years, the retail industry has undergone many drastic changes, and therefore, so has the world of the retail contact center. Physical retail locations have experienced mass closures while eCommerce and omni-channel shopping have exploded. If you were a brick-and-mortar-only business pre-pandemic, chances are you quickly pivoted to provide online shopping options for your customers.
The DiJulius Group
NOVEMBER 30, 2021
When Google launched “Project Oxygen” years ago, they had a theory. The belief was that their large layer of middle managers (like most organizations have) was slowing them down. They believed that middle managers created a bureaucracy within the organization that literally got in the way of production. What they found was something completely opposite, Read Full Article.
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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
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