Intercom, Inc.
JUNE 23, 2020
The internet is moving more businesses and people online, and driving a huge increase in inbound support volume. Meanwhile customer expectations are rising – they expect better experiences and immediate support resolutions. The internet is also driving an explosion in customer choice, allowing them to easily switch to businesses who provide better experiences.
Callminer
JUNE 22, 2020
QA metrics refer to the data your company uses to measure performance. Interestingly, QA metrics can vary significantly by industry, since they reflect performance as defined by that industry.
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Beyond Philosophy
JUNE 25, 2020
Customer Memories are a fascinating subject. In many ways, they are what your Customer Experience is, at least from the customers’ perspective, which we also discussed on a recent podcast. They are certainly the most critical element of your customer loyalty. However, these are big ideas about memory, and the purpose of my newsletter today is not to wax philosophical about how incredible and impactful memories are.
The DiJulius Group
JUNE 24, 2020
In this episode, Dave Murray talks with Dan Gingiss, speaker, consultant, and the author of Winning at Social Customer Care. He also co-hosts Experience This! Podcast. Dan has a 20-year experience in Corporate America, mostly as a marketer, and eventually as a customer experience guy. He worked at large companies such as McDonald’s, Discover, and.
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.
Intercom, Inc.
JUNE 22, 2020
In-app messaging is a key component of a strong customer engagement strategy – one that reaches users at the right place, at the right time, and is consistent across platforms. With our recent launch of Mobile Carousels , we tapped into the possibility of creating and nurturing better customer relationships through mobile. Here, we take a deep dive on in-app messaging – defining exactly what it is and how to make it work best for your customers.
Callminer
JUNE 24, 2020
Learn what makes customer analytics so powerful in providing actionable developmental insights to growing companies.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Heart of the Customer
JUNE 25, 2020
Most customers don’t just suddenly disappear. When dissatisfied, they move over to an exit lane and chug along while waiting for an excuse to cut ties to your organization. If, like many companies, you’re not paying attention when they turn on their blinkers to make that move, you’re making a costly mistake. To avoid missing […]. The post Use Smart AI to Reduce Churn in Three Steps appeared first on Heart of the Customer.
Intercom, Inc.
JUNE 22, 2020
This year has unfolded in ways that nobody could have predicted, testing us in all sorts of unprecedented ways. But it’s how we react in the face of adversity that matters – this is how we’re going to mark Pride 2020 at Intercom. At InterProud, our employee group for our LGBTI+ employees and allies, we were hoping to build on the success of last year’s celebrations and events , where we partnered with BeLonG To Youth Services , a charity that does incredible work to support LGBTI+ yo
Myra Golden Media
JUNE 23, 2020
I was just on my YouTube channel reading comments. Andrea’s comment made me put down my cup of tea – “I am struggling. Sometimes I get cursed out five or six times back to back. I’m starting to sound like a robot. ” Like many customer service professionals, Andrea is experiencing what I now call the “COVID-19 Effect.” Customers are on edge about their money, whether to wear a mask or not, and from cabin fever.
The DiJulius Group
JUNE 24, 2020
1. Feature Article How to Get Company Wide Buy-In By Jess Pischel, Customer Experience Consultant When you are making a change or implementing a new project, it is inevitable that you will have some individuals or departments that are resistant to the new plan. That is because people usually do not like change. This. Read Full Article. The post How to Get Company Wide Buy-In appeared first on The DiJulius Group.
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.
TeamSupport
JUNE 23, 2020
How well do you really know your customers? It’s the question we asked in Part 1 of this blog series and answered with why it’s important in maintaining and growing your B2B (business-to-business) customer relationships. But what about prospective, or future, customers? Is it worth the time to get to know them as well? Yes, it absolutely is. And for some of the same reasons as we talked about in Part 1.
Intercom, Inc.
JUNE 24, 2020
The Conversational Support Funnel helps modern support teams provide personal, efficient support to customers, at any scale. Learn how to set up and optimize the funnel with the new Starter Kit guide ??. Here’s the predicament: today, customer expectations are at an all time high. At the same time, support teams are grappling with a rise in conversation volumes.
Totango
JUNE 26, 2020
The COVID-19 pandemic increased the risk of customer churn across almost every industry. Forrester predicts that software growth as a whole will slow down to two to four percent or may be flat if a recession occurs. However, you still have a say in how well your business makes it through this period. COVID-19’s effect on customer churn may have already begun, but there is still plenty you can do to increase customer engagement and retain the customers you have worked hard to win.
Fonolo
JUNE 23, 2020
As we transition back to the call center, we all need to do our part to keep our teams safe and prevent the spread of the virus. We thought it would be useful to review the various workplace safety and prevention guidelines that have been released from various public health departments, to determine how they can be applied in the workplace. We’ve summarized how the key points of each document pertain to you and your call center team, but we encourage you to also read the source documents t
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Lumoa
JUNE 24, 2020
Get inspired by these 60 customer experience quotes from well-known leaders and motivate your team to become more customer-focused.
Customer Bliss
JUNE 22, 2020
During this time, I’ve been hosting weekly live conversations on LinkedIn , with C-Suite leaders, authors, and experts in their respective fields. They’ve included influential authors like Seth Godin and CEOs like Leslie Stretch. These conversations span across a range of industries but tend to have an overarching theme that comes back to the importance of leadership bravery.
C3Centricity
JUNE 25, 2020
We all know that customer centricity is essential; even more so these days with the lockdown in most countries due to the pandemic. Now more than ever, businesses need to put their customers clearly at the heart of their organisation. But I know that many struggle, even in more normal times, to be customer centric. They just don’t know where to start.
Chip Bell
JUNE 23, 2020
The daffodils and crocus flowers greeted me this sunny morning as I walked out into the side yard. It was as if they were showing off their best behavior, aimed at enriching my life. They are my friends. They come back every year and seem to thank me for serving them well. We make sure the beautiful flowers are fertilized, weeded, and watered under the watchful eye of a landscaper and a reliable sprinkler system.
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.
Totango
JUNE 25, 2020
Our CXO Series is a space for leaders across a variety of industries to discuss current challenges and share innovative solutions to drive customer success. Last week we had the exciting opportunity to hear from Ilana Brown, VP of Customer Success at SevenRooms. SevenRooms is a hospitality platform designed to help operators maximize profits, build customer loyalty, and create truly exceptional guest experiences.
TeamSupport
JUNE 22, 2020
How well do you really know your customers? In a B2C (business-to-consumer) environment, it is very rare to know your customers since the focus on each interaction is generally on resolving one issue or ticket at a time. Often, the very first contact the company ever has with a customer in that environment may be through a call center, where they have a simple request like asking for an update on their order.
Hodusoft
JUNE 25, 2020
Ease of communication is the demand of business. Contact center software helps companies in getting connected with their team and customers. Day by day, more and more businesses are implementing the Omnichannel contact center software in their companies. Therefore, several advancements are taking place in call center software. Customers are getting more inclined towards self-help tools, email, instant messaging, and web-based assistance.
The Squawk Point
JUNE 25, 2020
Harvard Business Review. Greg Satell. Managers strive for efficiency in every part of their businesses. Yet many of those businesses are bloated and ineffective. This is the efficiency paradox , it runs something like this… The more efficient you make the parts of your organisation the less efficient it becomes. The way to avoid the paradox is to stop worrying about the parts and start worrying about the whole.
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?
Totango
JUNE 23, 2020
There has never been a more important time to understand what is going through your customers’ heads. The COVID-19 pandemic has created uncertainty across the market and enterprises of all kinds are looking for a solid understanding of their customer base as they prepare for recovery. Brand ambassadors have used the Net Promoter Score (NPS) to get those answers for almost a decade.
Comm100
JUNE 25, 2020
Nahla Davies is a software developer and tech writer. Before devoting her work full time to technical writing, she managed—among other intriguing things—to serve as a lead programmer at an Inc. 5,000 experiential branding organization whose clients include Samsung, Time Warner, Netflix, and Sony. You can find her on LinkedIn. We live in strange times, to say the least.
The DiJulius Group
JUNE 25, 2020
There is no ribbon-cutting ceremony to be world-class. It’s not some level you need to get to in two or three years – otherwise, it’s going to be a painful three-year journey. Instead, it’s a decision to do world-class things, to act world-class, and to be world-class. But how do you teach world-class customer service. Read Full Article. The post The Guide to a World-Class Customer Service Experience appeared first on The DiJulius Group.
InteractionMetrics
JUNE 24, 2020
Shep Hyken and Martha Brooke had a great conversation (6-23-2020) about the future of customer feedback. Check it out here! They covered survey fatigue–it’s through the roof! And yet, they found 4 situations in which (when done well) customer feedback surveys are warranted, and profitable: B2B Tracking Studies help you forge stronger, more productive relationships with your customers.
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.
Neosperience
JUNE 23, 2020
We have trust in the future of B2B International Events. . We know that the last months were the lowest point ever reached by this sector. . However, according to us, there are a lot of tools and options to overcome this period and to build a new way to think about International Exhibitions. . Today Problem. One concern is the impossibility of traveling around the globe. .
Comm100
JUNE 24, 2020
When considering any technology investment, security and privacy are non-negotiable. No matter which digital support channels your business offers, keeping your confidential customer data safe and secure is a (if not the ) top priority. For any company, striking a balance between absolute security and compliance while providing accessible, real-time customer support isn’t always an easy feat.
Steven Van Belleghem
JUNE 22, 2020
Warby Parker is a true master of the customer journey, with flawlessly automated interactions, frictionless experiences combined with warm human interventions. But they are also continuously striving to become a partner in the life of their customers, not just offering great eyeglasses, but little by little, moving into the healthcare space as well, with vision care and eye exams.
The Squawk Point
JUNE 20, 2020
Electronic Post-it Notes. I spend a lot of my time in workshops , helping organisations run better. There are two parts to my job. Working out what needs fixing Persuading people to fix it. Part 1: Working out what to fix. This bit is straight forward. You work on the gaps. People are very good at optimising their own little bit of the process, but most processes run across several departments.
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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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