UJET
JULY 19, 2018
It's Friday. You're queuing up emails for next week's big product announcement when all of a sudden your email service stops working.
PeopleMetrics
JULY 17, 2018
The following is an excerpt from Listen Or Die by Sean McDade, PhD. As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM). In this book , you’ll see VoC more than any other term, though you can use each of these terms interchangeably.
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Callminer
JULY 16, 2018
Remote employment is becoming increasingly popular across the United States. Working from home gives employees a break from the constant office noise along with the opportunity to embrace a more flexible schedule that improves their work-life balance. Global Workplace Analytics recently reported that businesses would save an average of $11,000 per remote employee if they worked from home at least half of the time.
Beyond Philosophy
JULY 19, 2018
We all have a Status Quo Bias when it comes to decision making. Also called Status Quo Inertia, the Status Quo Bias is our preference to keep things the same or maintaining a previous decision. Your customers have one, too, and you can use it to get them to do what you want in your Customer Experience. In the 80s, two professors, William Samuelson and Richard Zeckhauser wrote an article for the Journal of Risk and Uncertainty called, “ Status Quo Bias in Decision Making.
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.
JULY 16, 2018
The fact that SaaS products are so easy to evaluate and buy is a double edged sword. Yes, on one hand it’s easier for people to sign up and try your product, but on the other hand, a lack of commitment means that switching costs between products are lower. People can leave as fast as they joined up. Therefore it’s necessary for your prospects to get the most out of their free product trial, and thus the main challenges of customer acquisition lie in: Getting as many people as possible to s
Myra Golden Media
JULY 15, 2018
Eleven years ago I published my first YouTube video. I called it Top 6 Ways to Get An Angry Customer to Back Down. That little video has gotten more than 2.9 million views. (I have this old-school video at the bottom the page if you’d like to take a look.). The style, content, and quality of that video are as far as the east is from the west from my current videos and work.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
JULY 20, 2018
Colin Shaw and Prof. Ryan Hamilton discuss how emotions drive customer behavior. So, what is an emotion? How are they evoked? How can you deliberately evoke a customer’s emotions? How is an emotion different to a mood and what you should do about it? The post Why Do Customer Emotions Matter? appeared first on.
Intercom, Inc.
JULY 19, 2018
As up and coming engineers in Silicon Valley, Jean Hsu and Edmond Lau long sought more influence and impact in their respective positions – but they couldn’t shake the feeling of being stuck. Their story isn’t uncommon. Many engineers feel like they must make a jump into management to lead. But as Jean and Edmond will now tell you, following years of engineering leadership at Quip, Quora, Medium and more, that simply isn’t the case.
Fonolo
JULY 19, 2018
The headlines were cranked up to eleven: “Google’s Duplex AI could kill the call center.”. — Quartz. “Google Is Reportedly Looking to Take Over Call Centers.”. — Gizmodo. As usual, the press misunderstands the role of the call center, and the forces that might make it grow or sink. The demand for real-time human-assisted help – whether by voice or text – is not primarily a result of insufficient self-service tools.
Heart of the Customer
JULY 17, 2018
I recently moved to a new part of town, and the local Wendy’s has “We love customers” on their placard. My dry cleaner has the same message printed on their hangers. Who cares? What is the purpose of such a generic statement? Do other dry cleaners have hangers that say, “We’re really indifferent about customers, […]. The post How do you operationalize “Customers are our #1 priority”?
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.
Totango
JULY 18, 2018
According to data from Forrester Research, almost two-thirds of interactions between a customer and a company take place through the Customer Service department. Customers often turn to Customer Service or Customer Support teams for help throughout the customer journey. From onboarding challenges, to user experience difficulties, to product misfires, the Customer Support or Customer Service agent is often the customer’s “first responder.”.
Intercom, Inc.
JULY 18, 2018
It’s time to adopt a more modern approach to lead qualification, one that puts your prospects’ needs first. Today we’re publishing The 21st Century Guide to Lead Qualification to help. In the 1960s, IBM revolutionized the sales process with the introduction of BANT, a framework for finding qualified leads for your product. The mantra is simple: qualify your prospects based on their Budget, Authority, Needs, and Timeline.
Fonolo
JULY 17, 2018
In our business, we are privileged enough to watch as our clients go above and beyond in providing a great customer service by putting an end to long hold times via our call-back solutions. Of the many success stories we observe every day, we’re particularly excited to share this one, featuring First Service Credit Union (FSCU). Many lessons regarding upping the customer experience game can be gleaned from their successes.
TeamSupport
JULY 20, 2018
If you’re a B2B (business-to-business) company and you don’t have Service Level Agreements (SLAs) in place with your customers, you're missing out on an important opportunity to improve customer retention and satisfaction. SLAs are contractually agreed upon terms between a company and their customers that ensures the services provided meet certain thresholds (i.e. uptime, responsiveness, etc.).
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Help Scout
JULY 18, 2018
Think about a time in your life when you felt most included. What was going on, and how did it feel? Now take a minute and think about a time in your life when you felt excluded. What was going on there, and how did that feel? Everyone wants to feel included. We all want to feel safe. We all want to have that power. Some of us have more power than others, but as individuals, we can take a number of thoughtful actions that add up to create a better, more inclusive and inviting culture.
Intercom, Inc.
JULY 17, 2018
Today, we’re announcing our new HubSpot and Marketo apps, which allow you to seamlessly sync your customer data so that you can nurture and convert more leads. Sales and marketing teams today have access to more tools than ever before. These tools help with everything from increasing website traffic to upselling customers, but the abundance of tools on offer brings its own challenges – not least of which is having your customer data in many different places.
Waypoint Group
JULY 18, 2018
Written by Mark Pecoraro. Product teams have many different ways to get input on product direction: strategic direction set by the Board/CEO, sales requirements (that next BIG deal), market strategy, and the list goes on. They also get a mouth full from the Tech support team, that generally operates a reactive break/fix posture. However, as a Customer Success professional, I have learned that I have an opportunity to take the voice of the customer and be the conduit back to the product team to
TeamSupport
JULY 20, 2018
If you’re a B2B (business-to-business) company and you don’t have Service Level Agreements (SLAs) in place with your customers, you're missing out on an important opportunity to improve customer retention and satisfaction. SLAs are contractually agreed upon terms between a company and their customers that ensures the services provided meet certain thresholds (i.e. uptime, responsiveness, etc.).
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.
CX Journey
JULY 18, 2018
Image courtesy of Pixabay Is there a linkage between corporate culture and the bottom line? In a nutshell. yes. Corporate culture is linked to so many business decisions and business outcomes. You might be surprised! Today's post is a follow-on to last week's post, A Fish Rots from the Head Down , in which I wrote about the need for company leadership to model the behaviors they want to see from their employees in order to transform, inspire, and drive the company's intended culture.
Hodusoft
JULY 15, 2018
VoIP technologies are gaining traction and one area where they can be of immense help is healthcare. Hospitals may range in size from small to very large and health care professionals may operate from one location and serve patients who are spread in various locations. The best way to communicate and stay in touch is the IP PBX software rather than a simple telephone.
Confirmit
JULY 15, 2018
One of the biggest challenges in research today continues to be engaging the youth market - whether that’s generation Z or their slightly older millennial counterparts. In her latest book iGen , Dr. Jean Twenge’s suggests that Generation Z and many Millennials are defined as those who’ve spent their most of or their entire adolescence in the age of the smartphone.
SugarCRM
JULY 20, 2018
Whether you are one month, one year, or several years into a CRM deployment, it is always important to perform “health checks” to insure the project is going smoothly. Just because the software is in place, does not always mean it is being used at optimal levels or driving the best return. These five tips can help your business keep the CRM initiative on track and continue bringing positive returns… Tip 1: Remember, CRM is a Journey.
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?
C3Centricity
JULY 16, 2018
Be a true leader; share this post with the members of your team who need the inspiration and support. Your boss expects you to be able to answer all his questions and especially to know your customers. Here are the 13 things your boss is likely to ask you and a handy Checklist to prove to him that you know your customers better than he realises. Everyone speaks about customer centricity and the importance of the customer, but just how well do you know yours – really?
Customer Bliss
JULY 19, 2018
“You can’t change Rome in a day. You need a plan and you need to take baby steps,” said Sue Martin Homes , Global VP of Customer Service at Newegg , the leading tech-focused e-retailer in North America. In today’s lively chat with Sue, we talk about her customer service experience and leadership that paved the way for her success in transforming the CX culture at Newegg, a multi-billion dollar company that has been customer-focused since its inception.
Confirmit
JULY 15, 2018
The complexity of B2B relationships makes it harder to answer the questions commonly asked by those who own the customer experience. How do we. Understand customer expectations? Use metrics to help us manage? Prove the impact of CX on the business? Differentiate in a crowded market? In this webinar, guest speaker Maxie Schmidt-Subramanian, Principal Analyst at Forrester Research, Inc. and Phil Durand, Director, Customer Experience Management at Confirmit discuss how B2B organizations can plot th
Fonolo
JULY 18, 2018
The ability to resolve an inquiry in one contact, regardless of the contact channel used by customers, is a major challenge for organizations, and critical in providing a great customer experience (CX). In fact, SQM’s research shows that 93% of customers using the call center channel, and 72% of customers using the website channel, expect that they will be able to resolve their inquiry in one contact.
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.
Intercom, Inc.
JULY 20, 2018
One of the unavoidable realities of working in customer support is responding to customers who are upset or angry. Learning the best ways to handle those situations helps not only satisfy the customer, but also to keep your cool. Before starting in customer support at Intercom, I worked as a bartender in Chicago’s Wrigleyville neighborhood. The area was exciting, busy and filled with people who had started drinking early and kept going all night.
CX Accelerator
JULY 17, 2018
?? What fires you up about customer experience?? ?? Could it be CX’s huge potential to impact the bottom line, using proven strategies to help retain customers, encourage them to stay loyal and ultimately, ensure continued business success? Or is it the opportunity to help people, make the world a little better, and step into the shoes of others to see the world through their eyes that really gets you going?
Confirmit
JULY 15, 2018
One of the biggest challenges in research today continues to be engaging the youth market - whether that’s generation Z or their slightly older millennial counterparts. In her latest book iGen , Dr. Jean Twenge’s suggests that Generation Z and many Millennials are defined as those who’ve spent their most of or their entire adolescence in the age of the smartphone.
Confirmit
JULY 15, 2018
Building a Customer Experience (CX) program is a huge challenge but the rewards can be high, particularly for the persistent CX practitioner who continuously evolves the program and finds ways to add value to the business. What happens if your program stops evolving and delivering ROI? Disappointment can lead to disillusionment among stakeholders, and a successful CX program needs support from across the business.
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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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