Totango

JUNE 8, 2021

From there, we decide which customer journey we put them down. . . So, it’s important to use your underlying data so that you know what the customers are doing, where they are in their journey and what they need at that time. What are some of the strategies you have used to improve open rates? along the way to engage them.

E-commerce 117

E-commerce Sales Technology Technology 117

Fonolo

MAY 10, 2018

Luckily, those seeking reliable sources for CX and CS-related topics can still rely on a special corner of the digital sphere, one which has made a comeback in recent months: Blogs. This fabulous bunch will enrich the lives and careers of customer experience professionals, all through the power of their wisely written words.

Customer Experience 113

Customer Experience Contact Center Innovation Omnichannel 113

CX Accelerator

SEPTEMBER 24, 2019

But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp. Most people know what salespeople or customer service representatives do. Oh, so that’s customer service, right?”. We’ve all been there. okay… so what do you actually do ?”. “Oh,

CX 208

CX Education Social Media Government 208

Beyond Philosophy

NOVEMBER 12, 2015

In other words, rudeness spreads faster than a shampoo endorsement between friends in the 70s and it can destroy your Customer Experience. At the risk of stating the obvious, being polite to Customers in a Customer Experience is critical. There are many instances where rudeness can occur in a Customer interaction.

CX 147

CX Customer Experience 147

Totango

JUNE 10, 2022

For instance, you may purchase a set that comes with instructions for building a pirate ship, but halfway through building the ship, your child changes his mind and decides he wants to build a fire truck instead – no problem! At Totango, we want to highlight the importance of composability for customer success. .

Start-ups 80

Start-ups Customer Experience 80

Futurelab

MARCH 20, 2022

Customer expectations were already changing before COVID-19, but the pandemic has amplified them and accelerated new expectations. These changes drove GetFeedback , the agile customer experience (CX) management solution by Momentive, to conduct research among 2,200 CX professionals worldwide. Their words, not mine.)

CX 130

CX Start-ups Customer Experience Customer Expectations 130

Zendesk

APRIL 15, 2021

By now, you may have seen our new slogan, Champions of customer service , floating around. If not, this blog post explains what the slogan embodies for us as a company. We thought about what customer service might look like in the future. What if Zendesk, the champions of customer service, changed the world?

Entertainment 83

Entertainment Gaming Customer Service 83

CX Accelerator

SEPTEMBER 24, 2019

But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp. Most people know what salespeople or customer service representatives do. Oh, so that’s customer service, right?”. We’ve all been there. okay… so what do you actually do ?”. “Oh,

CX 182

CX Education Social Media Government 182

Zendesk

AUGUST 16, 2023

ChatGPT and Bard aren’t ready to be used as customer-facing tools on their own, but generative AI models can enhance the performance of a company’s specialized bots. ChatGPT and Bard aren’t ready to be used as customer-facing tools on their own, but generative AI models can enhance the performance of a company’s specialized bots.

AI 52

AI Artificial Intelligence Engineering Machine Learning 52

Execs In The Know

FEBRUARY 15, 2023

There’s plenty of evidence to suggest that customer experience (CX) plays a significant role in business growth. Recent studies tell us that price and product are no longer enough to win customers over, that experience is the number-one differentiator for today’s brands, and that one bad experience is all it takes to lose a customer for good.

CX 52

CX Actionable Insights Contact Center Start-ups 52

CX Accelerator

DECEMBER 10, 2019

As customer service professionals, many of us naturally fall into a pattern of people pleasing, and I was no exception. How A Simple Vision Board Changed My Year & A How-To Guide For Building Your 2020 Board. By Becky Roemen. If you haven’t ugly cried in a Target parking lot have you even Adulted? This isn’t sustainable or healthy.

Start-ups 182

Start-ups Gaming CX Customer Service 182

CX Accelerator

DECEMBER 10, 2019

As customer service professionals, many of us naturally fall into a pattern of people pleasing, and I was no exception. How A Simple Vision Board Changed My Year & A How-To Guide For Building Your 2020 Board. By Becky Roemen. If you haven’t ugly cried in a Target parking lot have you even Adulted? This isn’t sustainable or healthy.

Start-ups 182

Start-ups Gaming CX Customer Service 182

Beyond Philosophy

FEBRUARY 15, 2018

The San Francisco-based bank, whose employees opened many fraudulent and unauthorized accounts in their customers’ name, now enjoys the dubious honor of shouldering the most substantial penalty the agency has issued since its formation in 2011. So, after destroying the trust their customers felt toward their bank, what should they do now?

Sales 141

Sales Start-ups Customer Experience 141

Beyond Philosophy

MARCH 28, 2019

Managing our risk aversion and the risk aversion of our customers is a significant part of providing an excellent Customer Experience. Managing our risk aversion and the risk aversion of our customers is a significant part of providing an excellent Customer Experience. Customers are the same way. 38 seconds.

Gambling 143

Gambling Start-ups Education Customer Experience 143

SurveySensum

FEBRUARY 7, 2024

Instead of bombarding your audience with dry stats—an effort as futile as trying to start a fire with wet wood—dive into their thoughts and feelings. Instead of bombarding your audience with dry stats—an effort as futile as trying to start a fire with wet wood—dive into their thoughts and feelings. How To Do It? How To Do It?

Social Media 52

Social Media Entertainment Customer Feedback VOC 52

Beyond Philosophy

OCTOBER 31, 2016

Like millions of Wells Fargo customers, Lorraine and I have checked to see if we had any accounts opened with the bank without our consent. Like millions of Wells Fargo customers, we don’t trust them because they lied. Wells Fargo fired over 5,300 employees involved in the fraudulent activity. Enter the Cleaning Crew.

Net Promoter Score 0

Net Promoter Score NPS Sales Retail 0

Totango

JULY 8, 2021

Many of the companies we talk to today all have the same challenge: they are sick and tired of firefighting their customer accounts. Firefighting happens when you don’t have visibility into what is going on in your customer portfolio so you are constantly putting out fires, especially around renewal time.

Invoicing 65

Invoicing NPS Customer Retention Start-ups 65

Beyond Philosophy

MAY 16, 2016

I am no different; I thought when I started the world’s first Customer Experience consultancy it would make me happy! O’Hagan was fired from her job in the 90s at the music chain Virgin Megastores. She admits that she contributed quite a bit to the negativity as well and that she should have been fired for it. But it isn’t true.

Outlook 0

Outlook Sales CX Customer Experience 0

Beyond Philosophy

JANUARY 28, 2015

Save the wisecracks for your blog. I had to fire a person whose default was “Yes!” Follow the stories here and write your own (please include the hashtag #First90 in the body of your post). First impressions are vital. Does your boss want you to call in at the beginning of the day? Strive to be positive and open to new ideas.

CEM 146

CEM Customer Experience Management Gaming Customer Experience 146

Beyond Philosophy

SEPTEMBER 18, 2016

Q: What has two Million phony accounts, 5,300 fired employees, a fine of $185 million and a retiring leader enjoying $124 million in stock and options after retirement? A: Wells Fargo Bank, the latest bank to suffer the scrutiny of the truth and forced to answer for taking advantage of its customers’ trust.

Construction 166

Construction Sales Customer Experience 166

Fonolo

AUGUST 16, 2018

Social media” has ironically mutated into the most anti-social of spaces: Once lauded as a magical tool of globalism and the sharing of ideas, it has bred bullying and divisiveness, and has seen humanity fire out sharp-tongued words so devastating and massive in volume that it can no longer be measured, or contained. And it will be lonely.

Customer Service 86

Customer Service Social Media CX AI 86

Beyond Philosophy

MAY 9, 2019

In our customer experience consultancy, clients tell us customers make decisions based on price or features. Instead, it tends to be a combination of a few insignificant, humanistic-type factors that drive customer behavior. However, in our research, we never find price or features are the most important things.

CX 151

CX Net Promoter Score Hospitality Hospitality 151

Intercom, Inc.

JULY 26, 2018

He craved thoughtful feedback from real customers (instead of free beta users) and rushed to market. Funding is great fuel for a fire that’s already going. Faced with the reality that were no options left, Josh had to ask his employees to take a 15% pay cut – and a 30% salary reduction himself. Short on time?

Non-Profits 137

Non-Profits Finance Start-ups Customer Acquisition 137

Fonolo

SEPTEMBER 11, 2018

We got a lot of feedback on last week’s blog , both in private and in public (see this thread on LinkedIn, for example). Contemplating the eventual fate of humans in the customer service process leads to some spicy conversations. The title of last week’s post was “AI is Not Reducing Call Center Agent Employment”. Why it Matters.

AI 89

AI Customer Service Contact Center Artificial Intelligence 89

Totango

SEPTEMBER 7, 2021

B2B client engagement strategies can help you retain more customers if you know which best practices to follow. These include engaging your customers from a 360-degree perspective, using support tools to help your clients use your product and taking a digital-first, team-based approach to customer success.

B2B 80

B2B B2C Technology Technology 80

Beyond Philosophy

FEBRUARY 28, 2017

Tillerson’s remark led me to think about new employees generally, and my experiences over the years, both as an employee and as as the CEO of our customer experience consultancy, Beyond Philosophy. If this job is so bad, maybe they should fire you and give it to someone else. Hi, I’m the new guy.”. 4. Keep a positive attitude.

Construction 131

Construction Social Media Start-ups Customer Experience 131

Customers That Stick

DECEMBER 4, 2014

With the official Black Friday starting gun for the holiday season now officially fired, we thought we would share some tips for helping you prepare your teams for the remainder of the season. How will you inform customers of changing store hours? Can you augment your parking if needed to accommodate customers?

Customer Service 124

Customer Service Start-ups Sales Customer Experience 124

CSAT.AI

SEPTEMBER 10, 2020

Embarrassed, but desperate, he explained that it was likely I would be asked for a customer satisfaction feedback survey and IF I was happy with him, could I please say that I was ‘completely satisfied’? As a customer service professional, I understood exactly what was going on and neither of them were at fault. He showed up quickly.

Customer Service 52

Customer Service Customer Satisfaction Gaming Contact Center 52

Aquire

JULY 30, 2021

With more and more consumers switching to online shopping, ecommerce customer service has become a focal point for most businesses. Every online customer knows they can share reviews across a range of different social media platforms. With one simple tweet, status update, or blog post, they can reach thousands of people right away.

Customer Service 98

Customer Service Omnichannel Social Media Invoicing 98

Comm100

MAY 25, 2022

Further social upheavals amongst workers and customer expectations have also occurred. Ultimately, customer service and contact centers have not been immune to these changes. Then we’ll analyze how your organization can respond to these changes and the ways in which technology can benefit your ability to serve customers.

Contact Center 52

Contact Center Customer Service Social Media Omnichannel 52

Beyond Philosophy

AUGUST 4, 2015

Quality sales cultures are the ones where the Customer comes before the close, like Mackay’s quote indicates here. I wrote about Key Performance Indicators (KPI) and their role in the Customer Experience. I wrote about Key Performance Indicators (KPI) and their role in the Customer Experience.

Sales 159

Sales Net Promoter Score CX Customer Satisfaction 159

Intercom, Inc.

AUGUST 15, 2019

But if these design leaders can seize the opportunity of having a seat at the table, they can assemble an interdisciplinary team that solves real customer problems, proves their worth, and ultimately changes the future of the company and the products it delivers. Here are five quick takeaways: You must establish deep empathy for the customer.

Start-ups 179

Start-ups Innovation Engineering Retail 179

Customer Service Life

MARCH 6, 2019

This article was originally published on the FCR blog on February 7, 2019. I finally placed the call a couple days later and was connected with a customer service representative. What the customer was thinking. Click here to read the original post. It’s official. It read: Something has gone wrong. Please call us at 555-1212.

Contact Center 92

Contact Center Sports Customer Service Start-ups 92

PeopleMetrics

FEBRUARY 12, 2018

Today's CX Secret revolves around the notion of a "Customer Experience (CX) Mindset." High-end hospitality companies have owned the CX space for years because they maintain this mindset that every touch point they have with a customer has to be excellent. Treat every customer like a house guest. Insist on a great experience.

CX 64

CX Hospitality Hospitality CEM 64

CX Journey

MAY 29, 2019

It appeared on their blog on June 14, 2018. If you want to move beyond cosmetic changes and lip service to real changes in both the employee experience and the customer experience, the first thing you have to look at is your company’s culture. This is a modified version of a post I originally wrote for CallidusCloud. What is culture ?

Customer Experience 58

Customer Experience CX 58

Intercom, Inc.

MARCH 15, 2018

All the while, he’s been sharing his latest thoughts on infrastructure, devtools, management and more, on his Irrational Exuberance blog. Will Larson: When I graduated from college I was actually teaching English in Japan for a year, and that’s when I started doing a lot of tech blogging. product called Yahoo!

Engineering 214

Engineering Start-ups Innovation Outlook 214

Intercom, Inc.

FEBRUARY 25, 2021

Most businesses design customer experiences from the inside out, based on what is best for the company, when they should be doing the exact opposite. Few people are as passionate about customer experience as Annette, the founder and CEO of consulting firm CX Journey Inc. How to put the “customer” in “customer experience”.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211