What is Customer Experience Analysis?
Callminer
JULY 8, 2019
A customer experience analysis is an important tool for identifying potential shortcomings and improving the customer experience.
Sat.Jul 06, 2019 - Fri.Jul 12, 2019
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The Lost Art of Listening
CX Accelerator
JULY 8, 2019
There are many ways to listen. People listen with their eyes, and with their hands (remember the movie: A Quiet Place ). Listening is a central process in the way people survive. If you are not actively listening, critical information is missed. In many cases, the actual words selected do very little to communicate the speaker's intended message. We must reach below the surface to capture the truth.
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Hook trial users from their first use
Intercom, Inc.
JULY 9, 2019
In 1898, American sales pioneer E. St. Elmo Lewis created the AIDA model to describe how customers buy. The AIDA model described four cognitive phases that buyers follow when accepting a new idea or purchasing a new product: A problem comes to the customer’s attention. This creates interest in the benefits of a product or service. The customer decides to buy the product.
Stop Playing CX Whack-A-Mole
Heart of the Customer
JULY 11, 2019
“All happy customers are alike; each unhappy customer is unhappy in its own way.” Okay, that wasn’t really my quote – I’m paraphrasing Tolstoy’s Anna Karenina, where he wrote “all happy families are alike; each unhappy family is unhappy in its own way.” But it does fit at least some companies’ experiences. This is especially […]. The post Stop Playing CX Whack-A-Mole appeared first on Heart of the Customer.
The Pragmatic Path to Composability: Creating Efficient Commerce Systems
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.
Got Empathy? 3 Ways to Train Your Contact Centers Agents To Be More Empathetic
Callminer
JULY 10, 2019
By analysing every interaction for empathy, it’s possible to identify how your call center agents turn a difficult call into a good customer outcome.
Memory Cues – Excellent CX Is Useless If No One Remembers It
Beyond Philosophy
JULY 11, 2019
When we buy things, our memory generates the choice set that we have under consideration. It is essential for your Customer Experience strategy that you understand how customers create memories and how to ensure your brand is included in that set of recalled choices. . For example, pretend that you are out with friends and need to pick a restaurant.
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Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
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How MEC Put the Customer First During its Rebrand
Fonolo
JULY 10, 2019
Ah, the great outdoors. In Canada, we are blessed with an abundance of wildlife, majestic mountains, pristine lakes, and seemingly endless forests. Since the 1970s, if you were an experienced outdoorsman seeking to explore the authentic, raw, outdoors, then a trip to your local Mountain Equipment Co-op (MEC) was in order. Customers came to MEC stores to buy the best hiking, rock climbing, and back-woods skiing gear.
How to Boost Your Quality Monitoring with Calibration – And Why You Must
Myra Golden Media
JULY 12, 2019
When my daughter was 13, we re-did her bedroom to give her a teenage look. She picked out modern furniture from Ikea, lovely bedding and fun art that perfectly matched her style. Six years later my teenage son, now 16, pointed out, “You guys owe me a new room. Sissy got a new room when she was 13 and I’m 16 with the same room I had when I was little.”.
How Choice Architecture Can Revolutionize Your Experience
Beyond Philosophy
JULY 12, 2019
Choice architecture is a significant factor in buying decisions you make every day. From how they stock the buffet line to how likely you are to donate your organs after you die, the psychology of choice is influencing your decisions every day. In this episode of The Intuitive Customer, we explore the concept of Choice Architecture and how it affects our daily lives.
What is the best customer service quote ever said?
The DiJulius Group
JULY 10, 2019
What is the best customer service quote ever said? I love quotes. I am enamored with quotes. Quotes inspire me and make me think. I have been creating and collecting quotes on customer service and customer experience for over twenty years. The following is a list of the top customer service quotes by world renown. Read Full Article. The post What is the best customer service quote ever said?
Turn Payments Into Personalization: Unlock the Value of Transaction Data
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.
Hiring for Culture: There Should Be No Surprises on Day One
Customer Service Life
JULY 8, 2019
Image by Robin Higgins from Pixabay. This article was originally published on the ICMI blog on May 13, 2019. Click here to read the original. Picture Adam Sandler in The Wedding Singer when his ex-fiancee explained why she left him at the altar the day after their wedding. His response was, “Jeez, you know, that information might have been a little more useful to me yesterday.”.
Four Ways to Get Utility Customers to Cut to the Point On Customer Service Calls (These Tips Help Control Calls In Any Industry)
Myra Golden Media
JULY 10, 2019
I’m working with a utility company in the northeast. All of my customer service workshops begin with what I call a Discovery Discussion – a video conference where I discover the problem my client needs me to solve. For my utility client, the discussion showed the most pressing issue was that Representatives didn’t know how to keep interactions focused and productive.
Who Will Control the Customer Service Messaging Channel?
Fonolo
JULY 11, 2019
Text or talk? Voice conversations are still critical, but data shows that the former is becoming a bigger part of customer service interactions. This trend is driven partly by consumer preferences and partly by companies striving to lower costs. Companies are also leaning towards text because of the promise of increased automation, which is easier to do once a conversation has shifted to text.
Channel the Brand Voice Right: Contact Center Outsourcing Challenge
CSAT.AI
JULY 10, 2019
Quick take: Channel the brand voice right in your customer service experience by knowing: Company Personality Style Guide Communication Style Customer Base Resolution Style. There are many challenges to outsourcing to a contact center. One of those challenges is channeling the company vibe so the customer service experience fits the brand. Company Personality.
Reimagine Your Communications With A Unified Platform
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Focus on Customer Experience Management to Improve Customer Retention
SurveySensum
JULY 12, 2019
Customer experience management is crucial for your business. Highly important. In fact, if you ignore the significance of great customer experience in your business operations then you might have to pay a price by losing your customers. As per a report by Dimensional Research, 52% of customers continued to use more products or services from a company after having a positive customer experience, and 51% recommended the company to others.
Understanding the Importance of Customer Retention
Totango
JULY 11, 2019
You wouldn’t throw your money away on the street, would you? Or drop it down the garbage disposal? If you’re not working hard to retain customers, you may as well—because you’ll be losing money. A one-time customer is a lost revenue opportunity. Instead of becoming a loyal customer who spends money and gives good word-of-mouth advertising, the one-time customer is there one moment and gone the next.
These 3 Keys for Getting Library Customers to Use Self-Service Is Going to Change Your Service Model!
Myra Golden Media
JULY 11, 2019
One morning I was using the kiosk at the airport to check-in for my flight. Self-service check-in is something I do, all of the time. I like using self-service, and most of the time, I know what I’m doing. But on this day, something went wrong, and I wasn’t able to print my ticket. An employee with the airline noticed I was stuck. She walked over and asked if I needed help with anything.
3 Ways Knowledge Management Solutions Create Happy Employees and Customers
TeamSupport
JULY 12, 2019
In the business world, knowledge is power. A team of bad ass, knowledgeable employees will impress even the most difficult customers. However, finding the right people to build a team like this isn’t easy and can take a lot of time. In many companies, knowledge is acquired through direct experience. A senior employee that has been working on a product for a long time will know it inside and out.
Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity
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.
3 Practical Ways AI in the Contact Center Gets Real
Comm100
JULY 11, 2019
No matter what kind of work you do, it’s getting harder and harder to steer clear of conversations about how artificial intelligence is poised to change everything. If it feels like the mid-90’s all over again to you – when it seemed every conversation was about the World Wide Web and the Information Superhighway (thank you Al Gore) – I get it. Here’s the plain truth: as real and as revolutionary as the Internet was in the 90s, so will be the case for AI in the coming years, in what’s being hail
Understanding the Importance of Customer Retention
Totango
JULY 11, 2019
You wouldn’t throw your money away on the street, would you? Or drop it down the garbage disposal? If you’re not working hard to retain customers, you may as well—because you’ll be losing money. A one-time customer is a lost revenue opportunity. Instead of becoming a loyal customer who spends money and gives good word-of-mouth advertising, the one-time customer is there one moment and gone the next.
3 Ways to Get Quality Contact Center Monitoring Right
Myra Golden Media
JULY 12, 2019
The goal was to motivate customer service employees to deliver a better customer experience by monitoring calls and giving feedback on calls. The manager carefully crafted a monitoring form, which would be used to measure everything from listening skills to friendliness, to empathy. Each dimension on the score sheet was rated on a 5-point scale after supervisors listened to a random sample of calls between employees and customers.
Trust: The New CX Battleground
Confirmit
JULY 10, 2019
Webinar Details. Trust is not just an emotion, it is the new competitive battleground. It’s hard-won, easily lost and utterly critical. To build trust, it's about action, not words, you need to deliver on the expectations you have set, time and time again. You need to respond to customers’ issues to give confidence that you will do the right thing by them.
Software Composition Analysis: The New Armor for Your Cybersecurity
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?
Tips for a Successful CSM Quarterly Business Review
ClientSuccess
JULY 10, 2019
In the world of sales, Quarterly Business Reviews (QBRs) are incredibly popular for forecasting, planning, and making sure that everything is running smoothly from an operations perspective. In customer success, however, QBRs aren’t quite as prevalent, although more and more existing business teams are starting to leverage this strategic format. QBRs are a great way for customer success teams to review accounts, strategize expansion plans, and workshop any issues or challenges. .
Why You Can’t Miss Customer Success Summit – Team Edition
Totango
JULY 12, 2019
In the past six years, we’ve experienced tremendous success with our annual Customer Success Summit. Given the overwhelmingly positive response to our Executive Forum in Napa earlier this year, we are bringing the same focused, hands-on learning and collaboration approach to our Customer Success Summit – Team Edition. This premier event will take place September 11-13 in the bright lights of New York City.
How agent-facing AI can accelerate training and onboarding (With a Step-by-step checklist)
Comm100
JULY 9, 2019
How does your contact center handle new starter training and onboarding? In my experience, most businesses fall into three camps: Trial by fire – give agents a manual to read, then throw them on customer queries and hope for the best. Outsource to colleagues – make training another agent’s responsibility, ask the new starter to shadow them, and expect the new hire to be ready in a week or so.
Trust: The New CX Battleground
Confirmit
JULY 10, 2019
Trust is not just an emotion, it is the new competitive battleground. It’s hard-won, easily lost and utterly critical. Watch webinar. To build trust, it's about action, not words, you need to deliver on the expectations you have set, time and time again. You need to respond to customers’ issues to give confidence that you will do the right thing by them.
How Retailers Are Transforming Customer Experiences with Data & AI
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.
CSM from the Trenches: Mentors – Brett Andersen; Director, Client Success; Degreed
ClientSuccess
JULY 9, 2019
Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful.
HODUSOFT’S CLIENTELE BECOMES LARGER WITH ANCHOR INSURACE – A LEADING INSURANCE COMPANY IN NIGERIA
Hodusoft
JULY 8, 2019
When it comes to meet the robust business communication requirements, the global enterprises or MNCs put trust in us. At HoduSoft, we have set many milestones while serving our esteemed global clientele with premium-quality, readymade VoIP communication software. Recently, the company has provided ready-to-use HoduCC – Omnichannel Contact Center Software to Anchor Insurance – A Leading Insurance Company in Nigeria.
Why Your Sales Team Isn’t Using the New CRM
SugarCRM
JULY 8, 2019
A Customer Relationship Management (CRM) solution has become an essential part of the business toolkit. It can accelerate sales and cement your relationship with customers. So why hasn’t your sales team jumped in feet first? The fact is, most CRM projects fail because of an issue in organizational structure rather than technology. A CRM is most effective when adopted by everyone.
Confirmit and Me: Like Peas and Carrots
Confirmit
JULY 9, 2019
I often think in terms of quarters or three month increments and happen to be coming up on three months as a CX Consultant at Confirmit. To celebrate this milestone, I thought I’d take a look back and share what my experience has been like thus far. First, to provide some additional context, let me detail what led me to the Confirmit in the first place.
7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus
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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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