Expert insights. Personalized for you.
Picture this: You’ve just taken on responsibility for a new sales team. You set out to craft an annual sales plan, but you quickly discover that you’re missing key insights and data points. MORE
Every time you choose a model like e.g. a business model canvas or a customer journey you are choosing which information is important to you and which information is not. MORE
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Listen to Dan Naiman, Senior Director of Human Resources at Pfiser, share a human-centric approach to employee & customer experience. The post How To Bring The Human Back In Human Resources appeared first on Doing CX Right. DoingCXRight®? MORE
Discovery is most often considered a function performed by sales reps. But in this context, it’s more about discovery FOR the sales rep, NOT B2B buyers.One of the problems marketing and sales have as B2B buyers’ roles shift is that they start too late. MORE
Think about this … what if you were to charge a customer just to talk to you about what you would sell them? Or, if you own a retail store, a fee to enter the store. What would you have to do for your customers to be willing to pay for the privilege of buying your products or services? MORE
Earlier this month, the Australian Securities and Investments Commission (ASIC) re- released Regulatory Guide 271 for Internal Dispute Resolution (RG 271), which stipulated organisations must address complaints arising from social and messaging channels where a customer has expressed dissatisfaction with the organisation or its products. MORE
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As the old saying goes: “you can hear a smile through the phone.” It may be a bit cheesy, but it’s true. MORE
Today’s interview is with retail expert Peter Cross who until recently was the Customer Experience Director at John Lewis and Waitrose and prior to that spent […]. The post We need to start talking about experience leadership – Interview with Peter Cross first appeared on Adrian Swinscoe MORE
Our September bootcamp sold out, so we’ve added one more session to our fall schedule. Hard-hitting content. Sessions that fit into your workday. Our two-part virtual bootcamp delivers a practical primer on journey mapping that you can immediately put into action for your organization. MORE
The freemium SaaS model , where you offer limited free use of your product to promote a premium version, has become common in the tech industry. But is it the best way to sell a SaaS product? We’ll take a closer look at what the freemium SaaS model is and what its pros and cons are. MORE
. . . When a customer has an issue, all they want to do is solve it—quickly. In fact, 73 percent of customers say that speedy resolutions sit at the very top of their priority list. This should have companies paying attention. MORE
What is a brand? And what does it mean to ride for the brand ? Linkedin Share Button. Tweet Widget MORE
Answering customer questions immediately is one of the best things you can do for them. But sometimes, that doesn’t happen – even with fast channels like live chat. MORE
When brainstorming ideas and strategies to boost the length and value of their customer relationships, many firms come up with lots of fancy and expensive ideas […]. The post Marginal cost but high perceived value first appeared on Adrian Swinscoe MORE
Your call center’s customer service strategy dictates customer loyalty, agent satisfaction, and company growth. No matter what product or service you offer, your approach needs to be nothing short of “customer-obsessed.”. MORE
Contrary to what you might expect, potential clients are often receptive to cold calls. A study by Rain Group found that 82% of buyers are open to booking meetings when sales reps reach out. Nevertheless, cold-calling and discovery calls can be terrifying for many sales reps. MORE
Businesses need to take extra care of high-value customers, or they'll go to a competitor Read & apply customer appreciation best practices. The post Not All Customers Are Created Equal appeared first on Doing CX Right. Marketing & Branding CMS Wire Customer Experience MORE
With access to fewer resources and generally leaner teams, small businesses need to be more creative and tactful in their approach to customer service. That’s not to say they can’t provide a top-notch experience — they absolutely can. They just need to be a little more focused with their efforts. MORE
Businesses are widely deploying AI-powered service chatbots to improve customer service and increase sales. In fact, between 2018 and 2020, the adoption of chatbots increased by 67%. More recently, Covid-19 accelerated the adoption of chatbots. MORE
The Ultimate Marketing Engine. Creating Customers for Life. Shep Hyken interviews John Jantsch is a marketing consultant, speaker, and author of The Ultimate Marketing Engine. They discuss how to serve, understand, and create evangelists out of your ideal customers. MORE
Read how top call center initiatives can boost team morale and foster a sense of achievement among your call center agents, improve call center efficiency, and more MORE
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"The shipping container is stuck in customs." That's the best update I could get from our buyer and it wasn't encouraging. We had been waiting for a replenishment order from our overseas supplier for weeks. Backorders were piling up and customers were getting agitated at the wait. MORE
As we interviewed hundreds of customer experience professionals across scores of organizations for our research initiative last year, we looked for what indicated the ability to drive impact. MORE
Video has become a big part of people’s daily lives. And as with all types of technology, the pros and cons of video chat have been getting clearer with time. For example, as remote work becomes more commonplace after the COVID-19 outbreak, so will video chat. MORE
Digital customer experiences are critical for surviving in a connected world. According to a survey of C-suite executives, more than 70% of CIOs increased investments heading into 2021 to improve customer experience. MORE
We thought we’d be done with COVID by now. Yet, here we are. I was supposed to be boarding a plane tomorrow to deliver the opening keynote for a large event in D.C. It’s now virtual. A workshop I’m facilitating in Tulsa in a few weeks is now online. MORE
What is Workflow? A workflow is a sequence of recurring tasks, comprising interdependent business processes needing completion to reach a specific goal. It is predictive in nature and consists of various steps executed by numerous systems, people, and departments to reach the common goal. MORE
One of the most-commonly requested needs – often as a result of CEO/executive asks – is to build the business case for the business to focus on the customer experience. (It’s MORE
A funnel is a business term generally used with regards to sales and marketing. Customers are made aware of your company, then marketed to, then eventually a sale is made. These are the initial stages of a customer’s journey, their conversion from a merely potential customer to an actual buyer. MORE
Customer expectations are always evolving. It’s up to businesses and brands to understand those expectations and deliver exceptional customer service MORE
Self-service support channels such as automated chatbots, online portals, knowledge base and FAQs are no longer an exception for businesses. Today, they’re a rule for any SMB and large-scale organization. MORE
How does social monitoring and social listening help protect your brand? Social monitoring and social listening are important processes to protect your brand’s health and reputation. MORE
Workforce Management Software Improves Employee Engagement. Jul 12, 2021 Donna Fluss. Read this article on the publisher’s website. Changing employee expectations is one of the hottest workplace topics and touches on many aspects of the employee/employer relationship. MORE
Gaining an understanding of the omnichannel customer journey can make it easier to harmonize your marketing and customer service efforts across channels. Read this blog to learn more MORE
Knowing what influences customer satisfaction can help you improve your clients’ experience and increase retention rates. Here we’ll focus on five of the top factors which shape clients’ experience of your brand. MORE
This week we feature an article by Jeff Pedowitz, ForbesBooks author of F The Funnel: A New Way To Engage Customers & Grow Revenue, and President and CEO of The Pedowitz Group. He offers five tips for brands to enhance the customer experience and in the process build brand loyalty. MORE
Download agenda, themes, certificates and more here! Are you still trying to figure out how to celebrate Customer Service Week? After the year and a half your team has pulled your company through, don’t let National Customer Service Week pass without an epic celebration of your front line! MORE
Adrian Swinscoe
SEPTEMBER 20, 2021
When brainstorming ideas and strategies to boost the length and value of their customer relationships, many firms come up with lots of fancy and expensive ideas […]. The post Marginal cost but high perceived value first appeared on Adrian Swinscoe
Callminer
SEPTEMBER 19, 2021
Gaining an understanding of the omnichannel customer journey can make it easier to harmonize your marketing and customer service efforts across channels. Read this blog to learn more
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Inside Customer Service
SEPTEMBER 16, 2021
"The shipping container is stuck in customs." That's the best update I could get from our buyer and it wasn't encouraging. We had been waiting for a replenishment order from our overseas supplier for weeks. Backorders were piling up and customers were getting agitated at the wait.
Futurelab
SEPTEMBER 13, 2021
What is a brand? And what does it mean to ride for the brand ? Linkedin Share Button. Tweet Widget
Shep Hyken
SEPTEMBER 15, 2021
Think about this … what if you were to charge a customer just to talk to you about what you would sell them? Or, if you own a retail store, a fee to enter the store. What would you have to do for your customers to be willing to pay for the privilege of buying your products or services?
Help Scout
SEPTEMBER 14, 2021
With access to fewer resources and generally leaner teams, small businesses need to be more creative and tactful in their approach to customer service. That’s not to say they can’t provide a top-notch experience — they absolutely can. They just need to be a little more focused with their efforts.
Callminer
SEPTEMBER 15, 2021
Read how top call center initiatives can boost team morale and foster a sense of achievement among your call center agents, improve call center efficiency, and more
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Adrian Swinscoe
SEPTEMBER 13, 2021
Today’s interview is with retail expert Peter Cross who until recently was the Customer Experience Director at John Lewis and Waitrose and prior to that spent […]. The post We need to start talking about experience leadership – Interview with Peter Cross first appeared on Adrian Swinscoe
Shep Hyken
SEPTEMBER 14, 2021
The Ultimate Marketing Engine. Creating Customers for Life. Shep Hyken interviews John Jantsch is a marketing consultant, speaker, and author of The Ultimate Marketing Engine. They discuss how to serve, understand, and create evangelists out of your ideal customers.
Kerry Bodine
SEPTEMBER 19, 2021
Our September bootcamp sold out, so we’ve added one more session to our fall schedule. Hard-hitting content. Sessions that fit into your workday. Our two-part virtual bootcamp delivers a practical primer on journey mapping that you can immediately put into action for your organization.
Callminer
SEPTEMBER 13, 2021
Customer expectations are always evolving. It’s up to businesses and brands to understand those expectations and deliver exceptional customer service
Futurelab
SEPTEMBER 13, 2021
Every time you choose a model like e.g. a business model canvas or a customer journey you are choosing which information is important to you and which information is not.
Heart of the Customer
SEPTEMBER 17, 2021
As we interviewed hundreds of customer experience professionals across scores of organizations for our research initiative last year, we looked for what indicated the ability to drive impact.
CommBox
SEPTEMBER 13, 2021
Businesses are widely deploying AI-powered service chatbots to improve customer service and increase sales. In fact, between 2018 and 2020, the adoption of chatbots increased by 67%. More recently, Covid-19 accelerated the adoption of chatbots.
Zendesk
SEPTEMBER 13, 2021
. . . When a customer has an issue, all they want to do is solve it—quickly. In fact, 73 percent of customers say that speedy resolutions sit at the very top of their priority list. This should have companies paying attention.
Fonolo
SEPTEMBER 14, 2021
Your call center’s customer service strategy dictates customer loyalty, agent satisfaction, and company growth. No matter what product or service you offer, your approach needs to be nothing short of “customer-obsessed.”.
Futurelab
SEPTEMBER 13, 2021
There’s a difference? Yes, there is.
Ameyo Callversations
SEPTEMBER 14, 2021
What is Workflow? A workflow is a sequence of recurring tasks, comprising interdependent business processes needing completion to reach a specific goal. It is predictive in nature and consists of various steps executed by numerous systems, people, and departments to reach the common goal.
Totango
SEPTEMBER 17, 2021
The freemium SaaS model , where you offer limited free use of your product to promote a premium version, has become common in the tech industry. But is it the best way to sell a SaaS product? We’ll take a closer look at what the freemium SaaS model is and what its pros and cons are.
Customer Think
SEPTEMBER 15, 2021
A funnel is a business term generally used with regards to sales and marketing. Customers are made aware of your company, then marketed to, then eventually a sale is made. These are the initial stages of a customer’s journey, their conversion from a merely potential customer to an actual buyer.
Shep Hyken
SEPTEMBER 17, 2021
This week we feature an article by Jeff Pedowitz, ForbesBooks author of F The Funnel: A New Way To Engage Customers & Grow Revenue, and President and CEO of The Pedowitz Group. He offers five tips for brands to enhance the customer experience and in the process build brand loyalty.
Futurelab
SEPTEMBER 13, 2021
One of the most-commonly requested needs – often as a result of CEO/executive asks – is to build the business case for the business to focus on the customer experience. (It’s
Zendesk
SEPTEMBER 14, 2021
Contrary to what you might expect, potential clients are often receptive to cold calls. A study by Rain Group found that 82% of buyers are open to booking meetings when sales reps reach out. Nevertheless, cold-calling and discovery calls can be terrifying for many sales reps.
Totango
SEPTEMBER 14, 2021
Knowing what influences customer satisfaction can help you improve your clients’ experience and increase retention rates. Here we’ll focus on five of the top factors which shape clients’ experience of your brand.
Myra Golden Media
SEPTEMBER 17, 2021
Download agenda, themes, certificates and more here! Are you still trying to figure out how to celebrate Customer Service Week? After the year and a half your team has pulled your company through, don’t let National Customer Service Week pass without an epic celebration of your front line!
Doing CX Right
SEPTEMBER 19, 2021
Listen to Dan Naiman, Senior Director of Human Resources at Pfiser, share a human-centric approach to employee & customer experience. The post How To Bring The Human Back In Human Resources appeared first on Doing CX Right. DoingCXRight®?
Customer Think
SEPTEMBER 13, 2021
Discovery is most often considered a function performed by sales reps. But in this context, it’s more about discovery FOR the sales rep, NOT B2B buyers.One of the problems marketing and sales have as B2B buyers’ roles shift is that they start too late.
Zendesk
SEPTEMBER 15, 2021
Digital customer experiences are critical for surviving in a connected world. According to a survey of C-suite executives, more than 70% of CIOs increased investments heading into 2021 to improve customer experience.
Sprinklr
SEPTEMBER 20, 2021
Earlier this month, the Australian Securities and Investments Commission (ASIC) re- released Regulatory Guide 271 for Internal Dispute Resolution (RG 271), which stipulated organisations must address complaints arising from social and messaging channels where a customer has expressed dissatisfaction with the organisation or its products.
Myra Golden Media
SEPTEMBER 17, 2021
We thought we’d be done with COVID by now. Yet, here we are. I was supposed to be boarding a plane tomorrow to deliver the opening keynote for a large event in D.C. It’s now virtual. A workshop I’m facilitating in Tulsa in a few weeks is now online.
Doing CX Right
SEPTEMBER 20, 2021
Businesses need to take extra care of high-value customers, or they'll go to a competitor Read & apply customer appreciation best practices. The post Not All Customers Are Created Equal appeared first on Doing CX Right. Marketing & Branding CMS Wire Customer Experience
Aquire
SEPTEMBER 20, 2021
Answering customer questions immediately is one of the best things you can do for them. But sometimes, that doesn’t happen – even with fast channels like live chat.
Zendesk
SEPTEMBER 20, 2021
Picture this: You’ve just taken on responsibility for a new sales team. You set out to craft an annual sales plan, but you quickly discover that you’re missing key insights and data points.
CommBox
SEPTEMBER 20, 2021
Self-service support channels such as automated chatbots, online portals, knowledge base and FAQs are no longer an exception for businesses. Today, they’re a rule for any SMB and large-scale organization.
Sprinklr
SEPTEMBER 16, 2021
How does social monitoring and social listening help protect your brand? Social monitoring and social listening are important processes to protect your brand’s health and reputation.
DMG Consulting
SEPTEMBER 14, 2021
Workforce Management Software Improves Employee Engagement. Jul 12, 2021 Donna Fluss. Read this article on the publisher’s website. Changing employee expectations is one of the hottest workplace topics and touches on many aspects of the employee/employer relationship.
Aquire
SEPTEMBER 20, 2021
Video has become a big part of people’s daily lives. And as with all types of technology, the pros and cons of video chat have been getting clearer with time. For example, as remote work becomes more commonplace after the COVID-19 outbreak, so will video chat.
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