Fonolo

JANUARY 23, 2018

The call center experience is under great scrutiny from today’s consumers. There are many ways to fall short of their expectations. One surefire way of doing so is to put callers on hold. Tolerance for long wait times has been getting lower and lower. If the wait is longer than a few minutes, callers will complain to your agents (leading to longer handle times) and they will vent on social media (see onholdwith.com).

Social Media 141

Social Media Contact Center NPS Customer Satisfaction 141

Lumoa

JANUARY 23, 2018

If you work in a big company with large number of customers (or users), you most probably receive a lot of feedback: people write about their experiences, complain about the things that do not work and tell about the things they love. Most companies collect feedback in some specific format, such as Net Promoter Score. Some companies use other metrics , such as Customer Effort Score or Customer Satisfaction.

Text Analytics 121

Text Analytics Sentiment Analysis NPS Net Promoter Score 121

Customers That Stick

JANUARY 22, 2018

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Customer Experience 119

Customer Experience Customer Service 119

Beyond Philosophy

JANUARY 24, 2018

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. By EX, of course, we mean employee experience. Customer experience optimization has, for some time, been the stated goal of many enterprises around the world. Where the role of employees in meeting that goal is concerned, however, there has been a tacit belief that the equation “happy employees = happy customers” works.

Customer Loyalty 100

Customer Loyalty Actionable Insights Innovation Customer Satisfaction 100

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 Experience

Myra Golden Media

JANUARY 23, 2018

I cuss. A lot. But never have I dared to cuss at a person in a customer service role. And I get rather upset about lousy customer service and still manage to talk nicely to people about any issues I encounter. Some people cuss, and yell and make threats when they are angry about customer service. This is not okay. You have to draw the line on unacceptable behavior with customers, just as I hope you do in your interpersonal relationships when people disrespect you.

Customer Service 101

Customer Service Customer Experience 101

UJET

JANUARY 23, 2018

After years of delivering SaaS solutions and supporting customers' implementations through their transition from one half-decent tool to another, I knew there had to be a better way. Most of the time, we could get 80 or 90% of the way there—but only after significant compromise. The reality is that a large part of this industry is built from 20-year-old architectures and only updated just enough to infiltrate the cloud technology space… But then there’s UJET.

Customer Experience 96

Customer Experience Technology Technology 96

Fonolo

JANUARY 25, 2018

As a child, I hated going to the dentist. The idea of keeping my mouth open, for what felt like an eternity, while someone poked and prodded at my teeth, was never a pleasant experience. Funnily enough, what helped me get through those torturous endeavours was the artwork displayed in that dental office. Strategically placed on the ceiling, above the chair, I had the pleasure of gazing at so many lovely pictures.

Customer Experience 86

Customer Experience Contact Center Social Media Education 86

Customer Service Life

JANUARY 24, 2018

In Episode #43 we first open our wallets/purses and talk about what’s important to us — and yes, Jenny has offered Jeremy a peppermint beadlet and they do indeed work. We then explore the popular customer service term, “soft skills,” what those skills are, and whether or not that’s the correct term. For more context on this issue, check out our debate with other customer service experts on this topic.

Customer Service 78

Customer Service Contact Center 78

Beyond Philosophy

JANUARY 26, 2018

Colin Shaw and Professor Ryan Hamilton examine the question: Why do customers change their minds? What makes a customer change their minds when they have been so certain the day before? Critically what can we do about it? Ryan discusses research by psychologists that give us some clues, and pointers for improving your customer’s experience. Hosts, Colin Shaw and Ryan Hamilton.

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ClearAction

JANUARY 20, 2018

Four Keys to Marketing Operations Success Gary Katz. What does “best practices” in Marketing Operations (MO) look like, and how do industry-leading companies operate and integrate this highly valuable function? We polled more than 80 marketing leaders to find out. Key Findings. Four factors that survey participants say have contributed significantly to their MO success: Clarity and consistency across the organization—shared practices, a well-defined road map and enabling infrastructu

Finance 80

Finance Sales Start-ups Technology 80

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.

Customer Loyalty

Fonolo

JANUARY 24, 2018

Are you the Yoda of your friends and family, full of realism and words of advice? You may not realize it, but if you’ve ever worked in a customer facing position, you’ve likely learned some hard lessons about life. The call center can truly open your eyes to human behaviour and the psychology behind it. By interacting with people constantly, it’s inevitable that you’ll eventually get hit smack dab in the face by some real-life wisdom during your time at work.

Contact Center 78

Contact Center Social Media Education Innovation 78

ProProfs

JANUARY 23, 2018

Employees are highly-valuable resources for any business, and so it is important to ensure that their requirements are taken care of. They spend sleepless nights to meet business goals which might make them feel burn-out and demotivated. Many a time, businesses overlook the fact that employees need motivation, appreciation and frequent training to brush-up their skills.

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Totango

JANUARY 22, 2018

Customer Success Summit brings together the best and brightest minds in Customer Success. Our world-class speaker lineup for 2018 Customer Success Summit will share the impressive business results that customer success best practices should deliver. The first wave of speakers has been announced and the experience and CS knowledge they bring to #CSSummit18 is priceless.

Management Consulting 77

Management Consulting Gaming Education Customer Loyalty 77

ClearAction

JANUARY 20, 2018

Four Keys to Marketing Operations Success Gary Katz. What does “best practices” in Marketing Operations (MO) look like, and how do industry-leading companies operate and integrate this highly valuable function? We polled more than 80 marketing leaders to find out. Key Findings. Four factors that survey participants say have contributed significantly to their MO success: Clarity and consistency across the organization—shared practices, a well-defined road map and enabling infrastructu

Finance 66

Finance Sales Start-ups Technology 66

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Customer Bliss

JANUARY 25, 2018

Is your company customer obsessed? If not, it should be! Tamar Cohen , Head of US Customer Experience for Zoetis , a leader in animal health services, shares how she led the leadership team in building the company’s CX platform and organization from the grounds up. Tamar and I chat about how she’s been able to d efine Zoetis as a truly c ustomer obsessed company , where every decision is led by how it will benefit the customer base.

Pharmaceutical 70

Pharmaceutical CX VOC Start-ups 70

Customer Service Life

JANUARY 22, 2018

This article was originally published on CustomerThink.com as part of my regular advisor column on December 7, 2017. Click here to read the original post. Just a bit over a year ago my boss approached me and asked me to start an “Emerging Technologies Team” at FCR. This was basically license for a few of us to watch a lot of sales demos and get familiar with the variety of support technology on the market.

Customer Service 60

Customer Service Omnichannel Social Media Contact Center 60

Taylor Reach Group

JANUARY 23, 2018

By: Peg Ayers & Turaj Seryafiaan. Quality Assurance (QA) is a metric with nearly as many variations as there are companies in the world. Every company has an idea of what they want quality to look like, and each creates a system they believe will bring them to that standard of quality. It’s easy when setting up a QA system to make it too complicated.

Compliance 56

Compliance Contact Center Customer Feedback Customer Experience 56

Totango

JANUARY 22, 2018

Customer Success Summit brings together the best and brightest minds in Customer Success. Our world-class speaker lineup for 2018 Customer Success Summit will share the impressive business results that customer success best practices should deliver. The first wave of speakers has been announced and the experience and CS knowledge they bring to #CSSummit18 is priceless.

Management Consulting 48

Management Consulting Gaming Education Customer Loyalty 48

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.

Voice of the Customer

CX Journey

JANUARY 24, 2018

Image courtesy of Pixabay Does your company put profits before people? I bring this up because I've seen a particular phenomenon many times: executives decide to put their employee experience and customer experience improvement efforts on pause because sales figures are down. Clearly the blame is that the people focus has derailed them from business development and closing deals; there can be no other reason for this (she said with all the sarcasm in the world).

Start-ups 48

Start-ups Sales Customer Experience 48

ClientSuccess

JANUARY 25, 2018

For those just joining my blog series CSM from the Trenches , welcome. This series, now a community for frontline Customer Success Managers (CSMs) , discusses trends, best practices, and advice that can help the frontline. We’re lucky to have this week’s frontline CSM best practice come from Erica Newell – a CSM from the Trenches veteran – of Marketware.

Start-ups 42

Start-ups Sales Technology Technology 42

Comm100

JANUARY 25, 2018

Hotels and tourism simply wouldn’t exist without the positive perceptions of the people who use them. Because of this, it’s vital that establishments can create effective customer satisfaction surveys to identify which areas of their service can be continuously improved, helping to attract more customers now and in the future. But creating an effective feedback survey isn’t easy, especially for busy hoteliers.

Customer Satisfaction 42

Customer Satisfaction Customer Feedback CX Customer Survey 42

SugarCRM

JANUARY 22, 2018

“AI is one of the most important things that humanity is working on. It’s more profound than, I don’t know, electricity or fire,”. Sundar Pichai, CEO of Google. Prometheus, Ben Franklin… Google??? I was fortunate to be in the audience when Pichai dropped this memorable line while being interviewed alongside YouTube chief Susan Wojcicki for an MSNBC television show, “Revolution: Google and YouTube Changing the World.”.

Transportation 51

Transportation AI Government Innovation 51

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?

Technology

1 to 1

JANUARY 23, 2018

For retailers, customer data is at a tipping point. After collecting myriad data points about shoppers, retailers are shifting to the next stage: using artificial intelligence (AI) to analyze and leverage insight to deliver more customized customer experiences.Case in point: customer data and AI were top of mind at the 2018 NRF Big Show. From image recognition to shopping assistants, many of the hot new products that were unveiled at the annual tradeshow were designed to help retailers act on in

Retail 30

Retail AI Artificial Intelligence 30

PeopleMetrics

JANUARY 25, 2018

The National Institute of Standards and Technology (NIST) has published Special Publication 800-171 , Protecting Controlled Unclassified Information in Nonfederal Information Systems and Organizations. The publication provides guidance for federal agencies to ensure that certain types of federal information are protected when processed, stored, and used in non-federal information systems.

Education 79

Education Compliance Government CRM 79

Comm100

JANUARY 25, 2018

It’s 2018, and businesses are finally waking up to the realization that happy employees make for happy customers – which make for happy businesses and shareholders. There’s huge benefits from acting to make sure your employees are happy and engaged. In fact, Gallup’s survey of Fortune 500 Companies to determine the happiest workplaces found that in the top quartile, businesses saw: 22% higher profitability. 21% higher productivity. 10% higher customer metrics. 37% less absenteeism, and.

Customer Satisfaction 41

Customer Satisfaction Non-Profits Contact Center Start-ups 41

SugarCRM

JANUARY 26, 2018

Our latest Sugar Cloud (On-Demand) release, Winter ‘18, is now generally available and comes with a breadth of exciting new features and capabilities. At SugarCRM, we’ve held a strong belief that the high-quality and efficient experience that consumers enjoy on their phones, tablets and laptops needs to replace the legacy designs of enterprise applications.

CRM 49

CRM Sales 49

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.

Retail

Customer Bliss

JANUARY 26, 2018

“More and more customers are willing to use live chat when contacting brands, but their general satisfaction rate has gone down slightly.” This is a finding from the recently released LiveChat Customer Service Report 2018 , comparing results from 2017 to 2016. The report pulled in data from 21,000 companies, nearly 334 million chats and 17 million inquiry tickets.

Touchpoint 45

Touchpoint Social Media CX Finance 45

Kate Nasser

JANUARY 21, 2018

Excellent customer service isn't single wows. It's everyday customer service actions creating trusted brand & great results. Kate Nasser, The People Skills Coach™. The post These Everyday Customer Service Actions Produce Consequential Results appeared first on KateNasser.com.

Customer Service 44

Customer Service Contact Center 44

Comm100

JANUARY 22, 2018

Running an IT helpdesk isn’t easy. It can be tough to find agents who have the right balance of technical knowledge with great customer service skills, and even tougher to assess whether you’ve truly got that balance right. That’s why effective customer satisfaction survey questions are an integral part of the ticket resolution process. After all, ITSM helpdesks revolve around people just as much as they do technology – so the opinions of your users (whether they’re internal or external) are cri

Customer Satisfaction 41

Customer Satisfaction Customer Survey Start-ups CX 41

SugarCRM

JANUARY 22, 2018

If you have followed the tech headlines (or regularly read this blog) you are aware the GDPR is coming. If not, here is a quick refresher: the General Data Protection Regulation (GDPR) creates drastic and broad-sweeping changes to data privacy for anyone who is in the EU (not just citizens, but visitors and immigrants, as well) and for any company that retains EU customer data.

Compliance 38

Compliance Legal Business Operations 38

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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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