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. Furthermore, the $124.6

Construction 166

Construction Sales Customer Experience 166

SurveySensum

JULY 10, 2023

If so, you must have experienced being recognized by Starbucks’ attentive staff and received your favorite chocolate cappuccino and delicious blueberry muffin within 15 minutes of settling into your meeting. So, are you delivering the best customer service in today’s competitive world? If not, then this blog is for you.

Retail 52

Retail Customer Service E-commerce Social Media 52

SurveySensum

JULY 11, 2023

This delightful experience, my friend, is what we call customer experience (CX). Before we move ahead, let’s understand – What is customer experience? It’s not just about the product or service; it’s about every interaction and touchpoint a customer has with a brand. This is what brands want.

Customer Experience 83

Customer Experience Touchpoint Customer Retention Net Promoter Score 83

SurveySensum

APRIL 1, 2024

In this regard, customer service managers play a critical role in nurturing trust and loyalty among customers, thereby contributing to the startup’s success and competitiveness in the marketplace. Trust in a brand is not merely beneficial; it is crucial for a startup’s survival and growth. Let’s get started!

Non-Profits 52

Non-Profits Social Media Customer Feedback Close the Loop 52

Customer Service Life

NOVEMBER 5, 2018

There was no way I’d let myself do that, no matter what. It could have been hormones or a hangry, snackless afternoon. And that others will participate in a culture where it is OK to feel feelings at work. We spend what, about 1/3 of our lives at work ? In the workplace, we’re told to grow a thick skin.

Contact Center 107

Contact Center Start-ups Customer Service 107

MattsenKumar

JULY 14, 2021

To develop brand recognition and expand worldwide in today’s world, every online retailer should have an effective e-commerce localization plan. The advantages of these methods are numerous and game-changing. But first, let’s take a glance into what is Content Localization. What is Content Localization?

E-commerce 52

E-commerce Non-Profits Finance Government 52

SurveySensum

FEBRUARY 14, 2024

Having the right tool is essential as it enables effective collection and utilization of employee feedback, turning it into actionable insights for exceptional employee experience that directly impacts business growth. In this blog, we’re going to delve into the best employee feedback tools. What is Employee Feedback?

Close the Loop 52

Close the Loop Start-ups Text Analytics Outlook 52

Execs In The Know

OCTOBER 20, 2022

Your guide to securing the right-fit contact center provider when it comes to culture and employee experience. In today’s tight labor market, creating a contact center where people love to work is a major competitive advantage. So how can you ensure that your contact center provider has what it takes to foster a winning culture?

Contact Center 52

Contact Center CX Start-ups Finance 52

Comm100

AUGUST 17, 2022

They discussed why and how CX expectations have grown so high, what brands can do to meet these demands, and Shep’s opinion on the future of CX. This blog recaps the best bits from this conversation. This blog recaps the best bits from this conversation. Service is a big part of that.

CX 70

CX Start-ups Omnichannel Technology 70

SurveySensum

JULY 10, 2023

If so, you must have experienced being recognized by Starbucks’ attentive staff and received your favorite chocolate cappuccino and delicious blueberry muffin within 15 minutes of settling into your meeting. So, are you delivering the best customer service in today’s competitive world? If not, then this blog is for you.

Retail 40

Retail Customer Service E-commerce Social Media 40

Intercom, Inc.

APRIL 19, 2018

The concept was the foundation for his popular talk and ultimately his classic, long-form blog post. What follows is a lightly edited transcript of our chat. What it means to Run Less Software. Yet competition and the exponential rate of change in software are pushing against that mission. Geoffrey: Rich, thanks for joining us.

Engineering 192

Engineering Technology Technology Start-ups 192

Totango

AUGUST 21, 2020

Question: How did Totango help with this cloud transformation and how many Totango users do you have? We currently have 13,000 Totango users in the system contributing to, leading, running operations for our Sales and Customer Success Field teams. Q: What role do SAP’s partners/channels play in all of this?

Innovation 115

Innovation NPS Touchpoint Start-ups 115

Aquire

AUGUST 30, 2021

Think about a local bakery in your neighborhood (if you’re lucky enough to have one). What does a small business like that do better than other businesses? If we had to pick one thing (apart from freshly baked goods), it’d be personalized customer service. What is personalized customer service?

Customer Service 98

Customer Service Omnichannel Social Media B2B 98

Lumoa

JUNE 14, 2023

But what happens when your NPS score isn’t quite as rocketing as you’d like? In this blog post, we’ll answer all these questions and more. You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. Does it spell doom for your business?

NPS 83

NPS Sentiment Analysis Start-ups Net Promoter Score 83

Lumoa

OCTOBER 31, 2018

We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX CX transformation is no longer a nice-to-have, it's a necessity” – states Forrester , one of the most influential research and advisory firms in the world. “CX How to overcome those challenges?

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

Beyond Philosophy

NOVEMBER 18, 2014

Here are some important questions to consider when defining your Marketing strategy and defining what channels you will allow your Customers to use.: Here are some important questions to consider when defining your Marketing strategy and defining what channels you will allow your Customers to use.:

Net Promoter Score 129

Net Promoter Score Social Media NPS Customer Retention 129

Intercom

APRIL 27, 2023

You might even say your customer-service is customer-centric. But do you have what it takes to earn the title of customer-obsessed? In fact, they are often used interchangeably, describing companies that develop a culture that continuously puts the customer at the heart of the business. And why do they do it?

CX 52

CX AI Start-ups Customer Service 52

PeopleMetrics

OCTOBER 1, 2015

I've since thought of a few reasons why those employees may have acted the way they did: They were missing Sunday football. Perhaps, at any other time or day, my experience would have been different, but I can't know that for sure. I only know what happened: those employees placed their concerns above mine. sounds (i.e.,

Customer Experience 90

Customer Experience Customer Retention Customer Loyalty Customer Service 90

SurveySensum

JUNE 29, 2023

Well, here’s a startling statistic to ponder: 82% of customers stop doing business with a company due to poor customer service. In this blog, we will explore 5 data-driven insights that successful marketing experts use to create remarkable customer experiences. So, what measures are you taking to hit the bullseye?

Customer Satisfaction 52

Customer Satisfaction Social Media Customer Relationship Customer Retention 52

Steven Van Belleghem

JANUARY 22, 2020

By obsessing about customer service and community-based culture, he helped Zappos grow from almost no sales in 1999 to the multi-billion dollar company it is today. By obsessing about customer service and community-based culture, he helped Zappos grow from almost no sales in 1999 to the multi-billion dollar company it is today.

Customer Experience 52

Customer Experience Social Media Innovation Start-ups 52

C3Centricity

JULY 8, 2020

Denyse Drummond-Dunn · What makes a great website? What makes a great website? What makes a website great for your customers? What makes a website great for your potential customers? And hopefully buy your products and services too! Words have given way to more images and now also to videos.

Entertainment 83

Entertainment Social Media Real Estate Gaming 83

Customer Service Life

NOVEMBER 5, 2018

This article was originally published on the FCR blog on October 8, 2018. When you picture customer service training, what key elements come to mind? Many platforms will have templates and drag and drop designs for you to create robust courses that will engage your learners.

Contact Center 79

Contact Center Non-Profits Education Healthcare 79

C3Centricity

MAY 25, 2020

However, in working with clients around the world as well as in numerous industries, I have found that many are lost by the wealth of information that is available to them. In fact it seems to drown out their reasoning of what to do with all the data and they remain frozen in indecision. So what should you do? Is this your case?

Technology 77

Technology Technology Agriculture Retail 77

Comm100

OCTOBER 25, 2021

Besides potential language barriers, institutions also need to be sensitive to cultural differences and customs. Poor engagement can have a severe impact across the student experience – results, satisfaction, and even dropout rates. These student dropouts have a major impact on the bottom line of schools.

Education 52

Education Technology Technology Customer Experience 52

ProProfs

AUGUST 7, 2020

This blog post provides a breakdown of all that you should know about the topic. What is Employee Training and Development? To know the importance of training employees, you should first understand what employee training and development is. Employees are the biggest asset of every organization. Read on to find out.

Innovation 98

Innovation Education Business Growth Start-ups 98

C3Centricity

MARCH 15, 2018

However, in working with clients around the world and in numerous industries, I have found that many are lost by the wealth of information that is available to them. In fact it seems to drown out their reasoning of what to do and they remain frozen in indecision. So what should you do, whether you are in manufacturing or retail?

Manufacturing 82

Manufacturing Agriculture Retail Entertainment 82

CSAT.AI

DECEMBER 19, 2018

Still, the customer service gig is rising. Tell Me What You Want. Workers businesses don’t have to provide benefits, paid leave, workers compensation, 401ks, snacks or even taxes for sound attractive. Sick of hearing about the gig economy yet? If you haven’t heard the term likely you’ve been living under a proverbial rock.

Customer Service 52

Customer Service Sentiment Analysis Education Customer Retention 52

Comm100

AUGUST 20, 2019

If you’re in the contact center space, chances are you already have a customer experience strategy. In this blog post, we’ll be doing a deep dive into how you can create a holistic, end-to-end customer experience strategy that’s seamless, frictionless, and sure to take your contact center to the next level. Customer-Focused Culture.

Contact Center 40

Contact Center Customer Experience Actionable Insights Start-ups 40

Beyond Philosophy

MAY 23, 2019

I have been working as a global Customer Experience consultant for nearly twenty years. Never have I ever heard a customer say, “I just wish I could be hassled a little more.”. These moments are what we call “friction.” By the way, I Googled How to Open a Blister Pack, and this is what I found: Ingenious.

CX 79

CX Transportation Retail Manufacturing 79

SugarCRM

JUNE 14, 2021

To make sure that your lead generation engine is firing on all cylinders, it’s important to commit to implementing a platform, integrating it within your culture and current technology, and set firm timelines to have the marketing automation platform fully functional.

B2B 45

B2B Predictive Analytics Innovation CX 45

ProProfs

JANUARY 6, 2022

But have you ever wondered how to develop an in-house training plan for your employees? But have you ever wondered how to develop an in-house training plan for your employees? After reading this blog post, you’ll learn how to design, structure, and run a successful in-house training program. What is In-House Training?

Start-ups 52

Start-ups Compliance Sales 52

ProProfs

SEPTEMBER 15, 2022

It doesn’t have to be so. We have the answer. In this blog, you’ll learn how to create a conflict-style quiz and the tips you can use to get the maximum benefit out of them. . What Is a Conflict Management Style Quiz? . Such conflict can be with team members, higher-ups, or even customers. . Let’s start. Here’s how. .

Start-ups 52

Start-ups Innovation Social Media Customer Service 52

ClientSuccess

JUNE 27, 2018

While we wouldn’t recommend trying to execute any extremely important workflows or projects during this time, it doesn’t mean you have to stop engaging with customers all together. This could mean fun, casual blog posts with plenty of memes and visual aides, or a new case study that features an amazing success story.

Entertainment 40

Entertainment 40

C3Centricity

OCTOBER 8, 2017

When I have the chance to look at what most organisations are doing, I see that they are still living in the past of traditional media and have hardly dipped their toes into new media. We need to not only to be mobile, but flexible, adaptable and ready to take advantage of any opportunity, the moment it happens.

Social Media 48

Social Media Start-ups CRM Customer Service 48

SugarCRM

SEPTEMBER 22, 2022

The scary truth is most companies don’t even know they’ve lost a customer until well after they have moved on to the open arms of a competitor. Every customer interaction is a decisive moment for identifying the gaps between customer expectations and what they actually experience. Step 2: Use CX Shortfalls to Guide Corrective Actions.

Artificial Intelligence 26

Artificial Intelligence Customer Experience CRM Actionable Insights 26

Qualtrics

JANUARY 23, 2019

In fact, searches for employee experience have risen by 270% in the last 5 years, as companies continue to invest in the employee experience. With the rise of popularity in this topic, there are thousands of EX blogs and websites. You can also have relevant conversations and build relationships with them all online.

Social Media 52

Social Media Technology Technology Education 52

ClientSuccess

AUGUST 14, 2018

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. Each day we learn from the trenches what it takes to make clients happy and successful. I love that; as our clients are successful, we’re successful.

Start-ups 42

Start-ups Sales Customer Relationship 42