Trending Articles

Building a robust digital customer experience strategy in 3 steps

Adrian Swinscoe

As we emerge from the pandemic into a geopolitical crisis that is fueling inflation and shortages worldwide, the economic and competitive environment will become increasingly challenging […]. The post Building a robust digital customer experience strategy in 3 steps first appeared on Adrian Swinsco

The ultimate guide to service recovery

Inside Customer Service

My first customer service interaction didn't end well. I was sixteen and had been on the job for 15 minutes. An irritated customer approached and I said the wrong thing. He stormed out of the store. It was a terrible feeling to see a customer literally walk out the door.

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Good Intentions Can Be More Important Than Perfection

Shep Hyken

Not long ago, I wrote about calling your customer or an employee “honey.” It generated dozens of comments. One of our subscribers made a good point.? .

The Answer’s Yes / AGT’s Golden Buzzer Winner Presenting at the CSRev Conference

The DiJulius Group

Many times, yes is the answer to a customer. Other times, rather than a flat-out no, the answer can offer an alternate version of what the customer needs or wants. I hate the word no. I truly do. I can’t believe how many people, in a vast number of companies, use it. It should be. Read Full Article.

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How to Work with Your Customer Success Team to Create a Great Product Feedback Experience

Speaker: Rebecca Notté, Product Operations Manager and Hannah Chaplin, Director of Product Marketing at Pendo

In this session, Hannah Chaplin and Rebecca Notté will detail the challenges of managing feedback between product and customer success teams and share their best practices on how to combat these challenges.

10 Ways to Improve Employee Satisfaction in 2022

Zonka Feedback

If your employees punch in at 9 and count every single second till 5 – you’ve failed the mammoth task of keeping your employees satisfied. Employee satisfaction is an intangible yet most powerful force that facilitates successful and productive workplaces.

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More Trending

Will a Four-Day Workweek Boost EX & CX?

Heart of the Customer

Conventional wisdom holds that a great employee experience promotes a great customer experience.

CX 78

Customer Success in SaaS: A Complete Guide & Best Practices

Totango

Customer success in SaaS differs from CS in other industries. The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies.

The Art of Communication in Contact Centers

CSAT.AI

Updated June 2022 (Originally posted October 2018) Latency, language differences, awkward auto-corrects, improper use of emojis (no, the poop emoji is not chocolate and ‘LOL’ doesn’t mean lots of love): there are many challenges for communication in contact centers with omnichannel customer access.

Breakthrough thinking: Why do we believe things that are not true?

Beyond Philosophy

Breakthrough thinking: Why do we believe things that are not true? There was a car brand several decades ago in the UK called ŠKODA. It was a terrible car, much like Yugo was in the US. However, they have changed their image and today, my son wants to buy one.

The Importance of Having Strong Decision Agility in Your Product Development Process

Speaker: Emily Tate, Managing Director at Mind the Product

In this talk, Emily Tate, Managing Director at Mind the Product will unpack how we can quickly make deeply-researched decisions on multiple topics that will positively influence your product development process.

Introducing Intercom SMS: Connect, engage, and activate with two-way SMS

Inside Intercom

Today, we’re excited to launch Intercom SMS – increase engagement and encourage action with two-way SMS that connects you to your customers anytime, anywhere. For businesses looking for a reliable, fast, and effective way to communicate with their customers, SMS is a no-brainer.

Difficult Resolutions Explained in Simple Language

SupportYourApp

When you need to answer a customer’s question and know your product well enough, your

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LogRocket Launches Conditional Recording to Empower Software Teams to Intelligently Surface Digital Insights; Company Secures $25 Million in Series C Funding

Customer Think

Latest Series C funding was led by Delta-v Capital and Battery Ventures to further scale its machine learning-based insights for digital experiences.

Three ways to win the technology tug-of-war

CX Network

Discover how to use enhance digital customer experience effectively to humanise digital touchpoints

How Customer-Centric Feedback Loops Can Evolve Your Product Process

Speaker: Nickey Skarstad, Director of Product at Duolingo

Join Nickey Skarstad, Director of Product at Duolingo, as she discusses why it’s important to actively gather customer feedback, how to build customer feedback loops into your product planning, the best ways to decipher different types of feedback, and different frameworks for how/when to apply feedback processes.

5 Rules for Effective Customer Research That Make A Difference

Beyond Philosophy

It annoys me when I ask clients what their customers say, and they tell me what they learned in a survey seven years ago! That’s too bloody long to go between customer research projects. The world has changed enormously in the past two years, let alone the past seven.

Introducing sentiment scatterplots

RateMyService

Our new chart helps you visualise which drivers contribute to competitor differentiation, which drivers are eroding experience and which drivers are emerging as experience pain points. Use the drop-down on the right to access the scatterplot chart. This chart plots experience drivers on a 2 x 2 grid.

If You Can’t Measure It, You Can’t Manage It

The Squawk Point

Unhelpful Statements. One of Peter Drucker’s maxims was “if you can’t measure it, you can’t manage it” I have lots of sympathy for the statement.

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Amazing Business Radio: Christine Churchill

Shep Hyken

The Cost of Bad Customer Service. The Impact of Bad Customer Service on Your Customers, Employees, and ROI. Shep Hyken interviews Christine Churchill, Founder and CEO of the Customer Service Institute of America (CSIA).

Roadmaps Are Dead! Long Live Roadmaps!

Speaker: Bruce McCarthy, Co-Author of Product Roadmaps Relaunched and Founder of Product Culture

Join Bruce McCarthy, co-author of Product Roadmaps Relaunched, as he discusses the best ways to innovate your product roadmap. So that it reflects your customers’ needs while simultaneously and accurately communicating your products strategy and vision.

This is what needs to happen before the golden age of Web3 and the metaverse

Steven Van Belleghem

A heavy devaluation of NFTs. I’m sure you remember that former CEO of Twitter Jack Dorsey sold his first tweet about a year ago as an NFT and that Malaysia-based entrepreneur Sina Estavi bought it for no less than 2.9 million dollars.

How to scale your eCommerce business with 8 simple tactics

Customer Think

The eCommerce industry has been booming over the past few years. In 2021, retail eCommerce sales amounted to over $4.9 trillion globally. This number is expected to grow by another $2 trillion by 2025.

Supporting customers through challenging times

The Customer Service Blog

I know I am not alone in feeling concerned for the future of our nation. We are faced with a catalogue of issues: skills shortages after pandemic layoffs, supply chain shortages linked to international conflict, and now spiralling price inflation.

Why do Universities & Colleges Choose Comm100 Live Chat?

Comm100

Today’s students have sky-high support expectations, but with a reliance on phone and email, many higher education institutions are failing to meet these needs.

Feedback: The Secret to Innovating Your Product Development Process

Speaker: Liz Love, Chief Commercial Officer at ProdPad

Join Liz Love, Chief Commercial Officer at ProdPad as she details how product feedback can improve your product development process while mitigating stakeholder conflict, constant feature requests, failed launches, unexpected outcomes, unhappy users, and complexity.

Announcing new next-generation bot capabilities to uplevel your automated support

Inside Intercom

Today we’re delighted to announce new next-generation bot capabilities that will boost the power of your bots so that your customers get the help they need, faster. Bots are transforming the way businesses support their customers.

Tried and True Recipe for Retaining Customers and Building Loyalty

ClientSuccess

As any CSM has been told – and has realized – many times, no two customer experiences are the same. Every customer has unique goals and is looking to a vendor organization to help solve a problem or two.

Don’t Miss These New UK eSignature Recommendations

Lightico

eSignatures can be just as safe or even more than pen-and-paper signatures. The legal and technical framework for adopting eSignatures in the UK has been in place for a while. But hesitance and uncertainty has kept them from being widely embraced.

Episode 091: The Evolution of Service

The DiJulius Group

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Judson Laipply, who has been featured on the Today Show, Ellen, Oprah, GMA, and more. Judson is the world’s first YouTube Celebrity.

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How a Strong Customer Engagement Strategy Can Improve the Usability of Your Product

Speaker: Hannah Chaplin, Director, Product Marketing at Pendo and Esther Edel, Product Operations Analyst at Pendo

Join Mobile expert Hannah Chaplin as she shares best practices and real examples to help you improve your mobile apps with in-app guides.