Callminer
MAY 10, 2021
Read about CallMiner's new brand identity. The new brand is a natural evolution as CallMiner continues to grow as the leader in conversation analytics and business performance improvement.
Futurelab
MAY 12, 2021
In a major customer centricity programme I ran a number of years ago, we interviewed over 100 people at all levels of the organisation. We wanted to understand how customer-centric they considered themselves to be and compare these findings to the behaviour of the whole business. Tags: customer centricity Alain Thys leadership behaviour Facebook Like.
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Intercom, Inc.
MAY 12, 2021
At Intercom, we’ve always focused on building excellent products which our customers value and love. Continuing to meet this goal as we scale means constantly re-evaluating how our teams work to keep performing at our very best. There is no “one size fits all” approach to building high-performing teams. Once you find a winning formula, it doesn’t stay relevant for long.
Heart of the Customer
MAY 13, 2021
Done right, CX is a business discipline where organizations thrive by investing in an improved customer experience. That notion is largely accepted, even though it’s not always practiced. The challenge there is knowing where to invest. Success requires finding the sweet spot where an improved experience leads your customers to spend more with you, stick […].
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.
Inside Customer Service
MAY 13, 2021
Two contact center leaders recently contacted me about the same issue. Their contact center was getting overwhelmed with volume. Each faced multiple risks and worries. Long wait times increased complaints. Irritated customers were at risk of leaving. Overwhelmed contact center agents were at risk of quitting. Staffing alone isn't the solution. It's hard to find and train qualified agents fast enough.
Futurelab
MAY 11, 2021
I’ve had a lot of conversations in recent weeks about how the employee experience drives the customer experience, but the part that stands out from these conversations is the common thread: that the customer experience only happens via, or is only shaped by, the frontline employees. That is just not true. When I’ve addressed this latter point, I’m always asked, “Well, then how do I connect the dots for the backoffice folks?
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Shaun Belding
MAY 11, 2021
Customer service is getting harder. There is an insidious perfect storm brewing in our relationship with our customers. It has been sneaking up on us for a while, and most organizations are already experiencing the effects without realizing the cause.
Taylor Reach Group
MAY 11, 2021
by Patricia Ballantyne. Most organizations have mission and vision statements. Typically, the Mission Statement refers to the company’s purpose, or the reason why it is exists, while a Vision Statement refers to what the organization aspires to be. Even with inspiring mission and vision statements, a gap can exist between the statements and the culture that is actually experienced as you cascade down through the organization.
Futurelab
MAY 11, 2021
I originally wrote today’s post for GetFeedback. It appeared on their site on February 27, 2020. As a follow on to the post, Four Actions to Take on Customer Effort Feedback , you’re likely going to need to prove the ROI of reducing customer effort. In this post, I’ll talk about five steps to prove the ROI. Tags: Annette Franz (Gleneicki) customer effort customer experience ROI Facebook Like.
Fonolo
MAY 13, 2021
Call centers have a reputation as a ‘money pit’ for businesses. Historically, they’ve been viewed as a costly yet necessary operation for businesses. Today, we know that a fully optimized contact center can actually create more opportunities for sales and customer engagement. But achieving a strong ROI is easier said than done. The ROI of Call-Backs for Your Call Center.
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.
ModSquad
MAY 13, 2021
Every interaction with your customer is an opportunity to build your connection and inspire a sense of loyalty with them. Creating loyal customers is more essential to your ecommerce business plan than attracting new buyers. It can cost five times more to attract a new customer as it does to retain existing buyers. Keeping customers is a company-wide effort; here are five ways to build your customer’s loyalty.
Beyond Philosophy
MAY 8, 2021
This podcast is sponsored by Verint. Verint helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. The Verint Customer Engagement Cloud Platform draws on the latest advancements in AI and analytics, an open cloud architecture, and The Science of Customer Engagement to meet ever-increasing, ever-shifting consumer interactions and demands.
Futurelab
MAY 11, 2021
Change is hard. We know that. But it’s even harder when we hear nothing but excuses for why something can’t be done or why it shouldn’t change. Tags: Annette Franz (Gleneicki) change change fatigue change management leadership Facebook Like. Linkedin Share Button. Tweet Widget.
Fonolo
MAY 11, 2021
With advances in online communication, and the court of public opinion that social media now provides, brands and their customer service faux pas are more exposed than ever. Underserved and angry customers can easily take to Twitter, Facebook, or any number of digital channels to publicly ‘out’ companies like yours for falling short, especially when it comes to your product or customer service offerings.
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Help Scout
MAY 12, 2021
Great customer service delivers real business value. That’s a foundational belief at Help Scout, as outlined in our support-driven growth articles. Even so, it can be difficult for empathetic customer service staff to think about customers in terms of business revenue. It somehow feels more “fair” to treat every customer equally, being helpful and responsive without regard to the money involved.
Experience Investigators
MAY 11, 2021
Customer experience exists whether you are intentional about it or not. After all, your customer is experiencing the brand via every interaction, touchpoint, service call, and delivery. The customer walks away with a perception of what the brand is, and whether or not this brand lives up to its promises, with every step along their personal journey.
Steven Van Belleghem
MAY 9, 2021
Trader Joe’s. American grocery store chain Trader Joe’s is an incredible example of a company where a fantastic employee experience results in a stunning customer experience. Most of us automatically think of Zappos in this category, but Trader Joe’s is just as inspiring in the matter. They offer fantastic benefits and growth opportunities to team member and truly empower them to offer warm, personal and one of a kind experiences to customers.
Customer Think
MAY 11, 2021
A Changing Customer Base Means Changing Customer Tastes No exceptions. Take a retailer with a long-standing base of loyal, but maturing, customers. Recognizing the lifetime limitations of its market, the merchant launched an energetic strategy to attract younger shoppers. And it worked. It worked so well, in fact, that the merchant’s fast-expanding segment of younger […].
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.
Help Scout
MAY 14, 2021
When you provide a tool that your customers rely on to achieve their daily goals, a common guiding value is a user-first mentality. But what does this actually mean? For Brain.fm, this means achieving as much visibility into and consistency of customer success as possible. Brain.fm was founded in 2003 by Adam Hewett with the goal of helping people focus, relax, and sleep by way of neuroscience-backed functional music.
Zendesk
MAY 14, 2021
. . . If there’s one silver lining to the pandemic, it’s that we’re all finally talking about mental health in the workplace. And unlike masked social gatherings or 24 hour-a-day pajamas, that’s not likely to change once things get under control. “This is something that’s going to stick with us ,” said Frances Brittingham, a customer experience manager at Calm , a meditation app.
TeamSupport
MAY 11, 2021
“You’re not paying close enough attention to your customers.”. That’s how TeamSupport CEO Pete Khanna and ProfitSword VP of Sales and Marketing Paul Bennie began their speaking session at the recent TSIA Interact annual conference. This blog provides the highlights from their talk. It was a provocative statement to introduce the session. What did they mean ?
Foresee
MAY 12, 2021
Verint is recognized as a Strong Performer in The Forrester Wave™: Customer Feedback Management (CFM) Platforms, Q2 2021, which was released May 11, 2021. The Forrester report noted that “Verint continues to provide CFM and VoC services to a large volume of customers across the globe, with a focus on unifying data across the enterprise […]. The post New Forrester Report Names Verint as a Strong Performer in Customer Feedback Management appeared first on Verint ForeSee.
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?
Customer Think
MAY 11, 2021
Are you a business owner? Does your business really need chatbots? Well, in recent times, we have seen how companies are desperate to introduce the chatbot. This is because chatbots are changing the way brands interact with their customers, and when the chatbot is of high quality, those changes are usually positive. Bots have indeed […].
Totango
MAY 11, 2021
Stakeholder engagement and management is critical for customer retention. Here’s how to plan an effective stakeholder management strategy and track your performance. How Do You Optimize Stakeholder Engagement? A well-designed stakeholder engagement and management strategy includes two key components: An action plan for promoting stakeholder engagement.
PeopleMetrics
MAY 13, 2021
Word-of-mouth marketing is the best way to drive customer loyalty and organically create enthusiastic brand advocates. In this session, we share 3 strategies to help you turn your customers into promoters, starting with Net Promoter Score (NPS) - a universal metric that helps you understand your relationship with customers and identify opportunities to turn passive customers into brand promoters.
Execs In The Know
MAY 10, 2021
We can all probably agree that frontline contact center agents have one of the most challenging and most important roles in an organization. They are often the face of the company, shaping customer perception from even one interaction. In the last year, much has been discussed about the importance of employee engagement and well-being, and for good reason.
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.
Customer Think
MAY 11, 2021
Tony is in charge of a convenience store in Salt Lake City, where I attended a customer experience conference. I told him I wanted to buy a certain brand of beer. He said his shop didn’t have it. Instead of insisting that I buy another beer, he directed me to the liquor store nearby where […].
Myra Golden Media
MAY 14, 2021
Q “I work in public transportation, and we still have strict mask requirements. I’ve had customers snatch the complimentary mask out of my hand and throw it on the floor. A woman flipped me off and said something profane. Many customers don’t acknowledge me when I politely tell them to wear a mask. What advice can you give me for enforcing a mask requirement while getting the respect I deserve?”.
Totango
MAY 14, 2021
Customer retention is the keystone in any customer success strategy. There are many different types of customer retention metrics that one can track. Which customer retention metrics have the biggest impact on your business? Here are five of the most important ones and how to calculate them. Customer Retention Rate. Your most fundamental key performance indicator for tracking and managing retention is your customer retention rate (CRR).
Qmatic
MAY 14, 2021
When you decide to put part of your vaccination operation in the hands of an external software provider, you need a reliable system. This article will describe the importance of stability and safety of a COVID-19 scheduling solution from a software developers' perspective.
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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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