Totango

OCTOBER 1, 2020

Low-Touch: Also known as digital engagement, this approach is the most resource-efficient and budget-friendly approach, but takes company-wide adherence to customer success rather than assigning ownership to just a CSM. These matches can be made using a variety of variables such as location, industry, business size, performance, or language.

Start-ups 71

Start-ups Customer Loyalty Customer Relationship Sales 71

ClearAction

OCTOBER 2, 2017

Your whole customer experience team can identify their ratings on each element of this equation and learn how to increase trust. 2) Stakeholders’ Language : learn the jargon and care-abouts of your C-team and of each functional area. Then say it. Adapt this verbal technique to the way you present voice-of-the-customer.

Customer Experience 78

Customer Experience Voice of the Customer Customer Journey Map Sports 78

CX Journey

MAY 5, 2015

I'm blogging today from the Customer Experience Professional Association's (CXPA) Insight Exchange in San Diego. One of the biggest challenges was communicating this back to the organization - in a language they could understand. She put the CX program requirements into a language they could relate to. Tractor talk!

Government 68

Government Customer Experience VOC CX 68

Callminer

MAY 11, 2020

Not only are managers concerned for their employee’s well-being and happiness, but disgruntled employees can contribute to a stressful working environment for the whole team. They do not make excuses or place blame; they take ownership of the issue and do not pass you around or use threats and jargon. Take responsibility. Marc Prosser.

Customer Experience Management 273

Customer Experience Management Customer Service Customer Experience Non-Profits 273

Customer Bliss

OCTOBER 16, 2018

If you’re in insurance, the Claims or Actuarial Science teams have different point of views. Early in your journey as a chief customer officer, you need to bring in customers to talk about this topic and rally your team around reliability and delivering a one-company experience. There’s your pothole. How reliable are you?

Customer Experience 74

Customer Experience Start-ups CX Gaming 74

Comm100

MAY 22, 2020

Note: This blog post was originally published on March 8, 2018, and as it is one of our most popular posts, we have updated it to include the latest research, up-to-date statistics and best practices in this topic. When it comes to building a smoothly functioning and well-knit team, a lot of factors have to be taken into consideration.

Omnichannel 52

Omnichannel Sales Sports Social Media 52

Callminer

MARCH 6, 2020

While technology such as automated scorecards , speech analytics , and other tools enable managers to monitor agent performance objectively, customer service managers must be highly organized and have the ability to provide constructive feedback to motivate their teams to achieve continuous improvement. a customer service team…”.

Customer Service 207

Customer Service Start-ups Education Gaming 207

Callminer

MARCH 6, 2020

While technology such as automated scorecards , speech analytics , and other tools enable managers to monitor agent performance objectively, customer service managers must be highly organized and have the ability to provide constructive feedback to motivate their teams to achieve continuous improvement. a customer service team…”.

Customer Service 182

Customer Service Start-ups Education Gaming 182

Intercom, Inc.

AUGUST 11, 2020

Intercom has responded by hiring a diversity and inclusion consultant, updating our recruitment strategy and hiring practices to reduce bias, scheduling allyship training for all employees, and amplifying Black voices in our podcast and blog. The language we use shapes our world. Sam experienced the lasting effects words can have.

Engineering 289

Engineering Start-ups Education 289

Comm100

NOVEMBER 6, 2017

Facebook is 13 years old, and LinkedIn is almost 15 (not to mention the sites that came before these, like Myspace and blogs that started as early as the late 90’s). This blog post is a compilation of the worst social media customer service and marketing practices, that every successful business needs to avoid. Prevention Tip.

Social Media 61

Social Media Customer Service Start-ups Legal 61

ProProfs

JANUARY 6, 2022

For example, the tool you choose should support the repurposing of PowerPoint presentations to create a mini-course or turn blog content into video content. It can help you achieve immediate results for learning & development teams. – Pricey for small teams. Language translation. Features. ? Features. ?

Start-ups 52

Start-ups Compliance Actionable Insights Gaming 52