Inside Customer Service
MAY 6, 2021
I recently went online to check the status of a delayed order. This should be an easy process in today's age. It wasn't. The company wasn't sharing any helpful information via it's ecommerce system. So I went looking for live help. The company's contact information was intentionally buried. I had to first navigate through an endless series of menus designed to deflect my question.
Beyond Philosophy
MAY 7, 2021
I recently received a letter from a listener on our podcast asking us to cover how a small business with limited resources can improve their Customer Experience using the behavioral sciences in their business. We took on this topic in a recent podcast by offering tips and tricks that are either free or not an additional expense for a fictional restaurant we created.
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Fonolo
MAY 4, 2021
Consumer expectation and channel preference have always dictated the direction of customer service and experience. The highly-coveted Millennial and Gen Z consumers expect and demand a certain quality of customer service across all channels. Many call center overseers are now realizing that they are technologically behind their more channel-savvy competitors.
Bill Quiseng
MAY 2, 2021
Too often, businesses focus solely on the negative feedback from their customer surveys in CSI fashion, identifying the pain points and taking the steps to eliminate them. While this reactive analysis is critical, it is just as important to embrace a proactive approach, taking as much time examining the positive comments for clues in the experiences that customers raved about in their surveys.
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.
MAY 4, 2021
Online retailer Rugs.com uses Intercom to power their customer communication across sales and support, driving increased engagement and higher checkout conversions using a conversational, messenger-based approach. With the onset of COVID-19 and the accelerated move towards online shopping, Grayson Bagwell, Director of Business Development at Rugs.com, notes the sharp increase in shopping volume the business has experienced in the last 12 months as a result of people spending more time at home.
Customer Think
MAY 4, 2021
The new normal is evolving every day, and so are customer expectations. One of the major shifts in consumers’ sentiment today is – ‘If I can do it online, I will.’ This shift is likely to stay in consumers’ lives as they become increasingly comfortable with technology. Today’s consumers seek personalized and engaging experiences that […].
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Conversocial
MAY 4, 2021
Bots have come a long way since their inception, but consumer trust still lags behind. In our State of CX Trends 2021 55% of consumers didn’t think bots could provide better CX and 54% have had a bad experience when interacting with a bot. The legacy of 2016’s ‘ Year of the Bot ’ was too many badly designed bots, mak ing “I’m sorry, I don’t understand” a far too regular occurrence.
The DiJulius Group
MAY 5, 2021
Chief Revolution Officer John DiJulius of the DiJulius Group talks with Dave Murray, Senior Customer Experience Consultant for The DiJulius Group about how to start your customer service revolution journey. John and Dave talk about the building blocks that every great customer service organization has to have. You will learn: What the actual definition of.
Customer Think
MAY 2, 2021
The COVID-19 has surpassed the radical, conceptual, social, and even pedagogical norms. It has highlighted the shortcomings of the healthcare system and surged the need for healthcare 4.0. During the pandemic, many new healthcare inventions have emerged, from diagnosing infected patients to vaccinating them. In 2021, the medical electronics market’s worth is estimated at $6.3 […].
Customer Experience Matrix
MAY 2, 2021
The build vs buy debate has existed as long as packaged software itself. Any serious discussion quickly concludes that there’s no one right answer and real question is when to do one or the other. That discussion, in turn, usually leads to a recommendation that companies build software which will create unique competitive advantage and otherwise buy when a satisfactory option exists.
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
MAY 4, 2021
Consumers around the world have changed their shopping habits over the past year, with e-commerce seeing unprecedented growth. In fact, research by McKinsey shows that 10 years of ecommerce adoption was compressed into just three months in 2020. Ecommerce is positioned to keep growing for the next five years and beyond, with new brands looking for ways to set themselves apart.
Myra Golden Media
MAY 7, 2021
A participant in a workshop this week asked, “Should I tell the customer to have a good day after I’ve just given them bad news?” SMART question! While we want the customer to have a good day indeed, and we want to follow the company call framework, we need to be genuine. Watch my video learn how to genuinely give a fond farewell, even when you’ve given the customer terrible news.
Customer Think
MAY 4, 2021
Paradoxically, but advertising can be a non-salesy and engaging way to interact with your target audience if you approach it correctly. If you plan to involve videos in your marketing strategy, you will definitely need to create a conversion funnel for your video ads. Here we talk about what a conversion funnel is, what types […].
LitmusWorld
MAY 6, 2021
Making Net Promoter Score® your North Star Metric Businesses are actively taking steps to grow their customer base and create brand equity. To do this, they must maintain an excellent Net Promoter Score® or NPS®. Read more… Making Net Promoter Score® your North Star Metric appeared on LitmusWorld.
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The DiJulius Group
MAY 4, 2021
As most of the world is seeing light at the end of this long dark pandemic tunnel, the businesses that survived it want to know one thing: how bright is that light? Will post-pandemic times be fueled by an economic boom? The answer to that depends on who you ask. The prognosticators do not all. Read Full Article. The post How to Deliver an Incredible Customer Experience to Capitalize on Revenge Spending appeared first on The DiJulius Group.
Totango
MAY 6, 2021
What is customer retention ? Why is it important? And how do you do it? Here we’ll provide answers to these key questions. We’ll discuss what customer retention means as a concept, as a strategy and as a metric. We’ll highlight its direct relevance to revenue and its other compelling benefits. And we’ll offer an eight-step path to increasing customer retention by following best practices and leveraging the power of automation.
Customer Think
MAY 4, 2021
Virtual, aka Remote, working is here to stay. The one thing we know for sure is that the world we lived in preCovid is forever gone. This means a continued evolution to find new and better ways to do a number of things. One of those is meeting the needs of a virtualized workforce. A […].
Myra Golden Media
MAY 5, 2021
Learn more! The most comprehensive training for bringing down the temperature in interactions, redirecting conversations, and getting angry customers to back down. De-escalation Academy is the only training for customer service that not only shows your employees how to redirect verbal aggression and regain control of interactions – but how to get customers to accept their word as final. .
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.
Hodusoft
MAY 2, 2021
In order to survive in today’s customer-centric business world, it has become essential for today’s businesses to provide a satisfactory experience to their customers. No matter what industry it is, the business must invest in making efforts to delight its customers. Like various other industries, the transportation industry must also adopt a customer-centric approach to gain a competitive advantage in today’s information-based global business environment.
DMG Consulting
MAY 2, 2021
The Argument for Contact Center Digital Transformation. Contact centers are finally going digital, galvanized by a fast-moving pandemic. This does not mean that they are going to shut down their voice channels, as many have made major investments in building them, and they are still receiving lots of calls. But the digital opportunity is beckoning. Digitization should be very compelling for contact center and enterprise executives, as once customer inquiries are in a digital format (email, chat,
Customer Think
MAY 2, 2021
There’s an old saying “There is only one boss, The CUSTOMER”. Keeping the boss happy by proving the right Customer service is a tough ask. Nearly 50% of all modern-day consumers accept that they had higher customer service expectations from their service providers than what they had just a year ago. With this elevated expectation […].
Beyond Philosophy
MAY 1, 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.
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?
Zendesk
MAY 5, 2021
As a customer service agent, being a great communicator means everything. But your ability to communicate well goes beyond listening to what your customers and team members say. You also have to recognize how they’re expressing themselves and adapt your responses accordingly. Understanding the various communication styles can help you improve your relationships with customers and colleagues alike.
LitmusWorld
MAY 3, 2021
Establishing accountability for CX outcomes to build linkages with internal revenue/cost metrics When we talk about customer experience, it is easy to see that it can lead to loyal and satisfied customers. From there, it Read more… Establishing Accountability for CX Outcomes appeared on LitmusWorld.
Customer Think
MAY 2, 2021
The success of any business lies in its ability to forecast change and be armed to manage and strategize plans for the future. If you want to stay at the top of your game, you should know what to expect. For some, it’s a whole new world, but that doesn’t have to be a threat. […].
Doing CX Right
MAY 1, 2021
Mistakes happen as we're human. Yet, how employees respond can make or break brand reputation. Learn customer service lessons from incredible story. The post How Great Customer Service Can Turn Anger Into Happiness appeared first on Doing CX Right.
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.
C3Centricity
MAY 1, 2021
Denyse Drummond-Dunn · How to sell more to less: the essentials of segmentation. “Never miss an episode. Subscribe on Apple Podcasts to get new episodes as they become available.”. . Businesses often make the mistake of trying to sell to everyone. Are you guilty of this? Why is this a mistake? Well, if you try to please everyone you end up delighting no-one.
Comm100
MAY 6, 2021
WordPress powers over 40% of all websites on the internet. To put this into perspective, Joomla is the second most used and only has 2.6% market share. A key reason why so many businesses use WordPress is because the software is free. But it’s so much more than that. WordPress is so popular because it is easy to use and install, is feature-rich, has strong security, and offers extensive templates and customizations.
Customer Think
MAY 4, 2021
Marketing and Sales Leaders Must Build Core Competency of Understanding Buyer Persona Goals We have heard the terms “organizational DNA” or “company DNA” often in attempts to articulate what an organization’s culture may be like. Sometimes.
VOZIQ
MAY 6, 2021
Every month, we bring you the best resources from the internet to help you navigate customer retention and customer experience issues. This edition of VOZIQ’s Customer Intelligence Newsletter includes a handful of resources containing ideas and action plans in the post-crisis world and to prepare for the future while still keeping your customers at the forefront.
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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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