Steven Van Belleghem

MAY 24, 2021

You can either choose to be reactive or proactive here. Covey designed a really handy quadrant to help us decide if we should do, plan, delegate or eliminate something from our to do list: In CX, for me the priority is pretty simple: always focus on Joy (check out my video about that here ), on the things that make your customers happy.

CX 98

CX Start-ups AI Customer Expectations 98

Callminer

APRIL 21, 2020

To find out what leadership activities today’s call center leaders find most valuable, we reached out to a panel of call center managers and business leaders and asked them to answer this question: “What are your favorite call center leadership activities?”. Meet Our Panel of Call Center Managers & Business Leaders: Adeel Shabir.

Gaming 182

Gaming Non-Profits Contact Center Sales 182

Intercom

APRIL 20, 2023

In his most recent book, Do B2B Better: Drive Growth Through Game-Changing Customer Experience , he set out to understand the differences between those who can prove that a better customer experience equals better business versus the ones who are just hoping it’ll happen. Liam: We’re delighted to have you here. Short on time?

Net Promoter Score 52

Net Promoter Score Customer Experience CX Finance 52

SurveySensum

DECEMBER 22, 2023

Businesses (their agents) use tactics like offering incentives to customers, badgering or threatening customers, etc, to manipulate their NPS scores. However, these manipulated scores don’t reflect actual customer sentiment, resulting in misguided investments that will not align with genuine customer needs.

NPS 52

NPS Gaming Education Customer Satisfaction 52

Hodusoft

JANUARY 17, 2024

Between the 1960s and 1990s, the invention of IP PBX , Interactive Voice Response (IVR) system, and voicemail system changed the way businesses used to communicate. Here are some key features of UCaaS contact center software that make all the difference between for contact centers and customer-facing businesses.

Contact Center 52

Contact Center Social Media Omnichannel Compliance 52

Steven Van Belleghem

MARCH 7, 2021

The short answer is “yes”. Examples and cases here are hard to find in B2B, but there are some very inspiring exceptions like the one from Deere & Company and their MyMaintenance application. Organizations need to invest in involving the entire company in putting the customer first. There are no shortcuts here.

Customer Experience 98

Customer Experience B2B B2C CX 98

MattsenKumar

JUNE 18, 2021

This acknowledgment allows businesses to expand to numerous media, including Call, Chat, Email & SMS, and then integrate them into a central repository. Customer experience as a whole is a collection of several events where the customer had fun interacting with your business. Trending Omnichannel Customer Service Strategies.

Omnichannel 52

Omnichannel E-commerce Customer Service Social Media 52

SurveySensum

FEBRUARY 27, 2024

Here are the major differences between these two concepts. So yes, it’s time that you start engaging with your employees and boosting their satisfaction and loyalty to the organization. High turnover rates can be costly for businesses in terms of recruitment, training, and lost productivity.

Healthcare 52

Healthcare Net Promoter Score Start-ups Customer Satisfaction 52

SurveySensum

JULY 21, 2022

To calculate your NPS score, all you need to do is, STEP 1: Ask your customers how likely they are to recommend your product to others. . Any positive integer can be deemed to be a good NPS score since it indicates the overall positive sentiments of customers towards the business. Click here to deep dive into these awesome strategies!

Net Promoter Score 59

Net Promoter Score NPS Sentiment Analysis Hospitality 59

Customer Bliss

MARCH 18, 2020

Let trust and respect become translated now into our business lives. And, we have a moment here to translate what we know is right into how we practice business right now. Here are 3 areas of leadership and humanity to consider for your business now: 1. Let kindness and grace be our first instinct. They matter.

Healthcare 86

Healthcare Hospitality Hospitality Retail 86

Fonolo

AUGUST 29, 2019

Jon Arnold, Technology Thought Leader, Analyst, and Speaker: “The two themes I cited here last year – messaging and AI – continue to dominate the contact center landscape. ” Learn more about Jon and Arnold & Associates here and here. Learn more about Shaun here and here.

Contact Center 121

Contact Center AI Technology Technology 121

Customer Bliss

DECEMBER 26, 2018

Join me as I discuss what I’ve learned over the course of my 35-year career so that you can more effectively do the work that needs to be done. Click here to learn more about the course and enroll. . “Yes, we value your opinion, but we want a 10. Hotels, hospitals, insurance companies, pet stores, airlines, you name it.

Hospitality 81

Hospitality Hospitality CX Gaming 81

Intercom

FEBRUARY 3, 2022

Sometime in the 1980s, businesses started outsourcing their call centers to specialized companies in lower-cost locations to reduce operational costs. And further along the line, customer support started being treated as a cost center – a necessary, but non-profitable part of a business. Jay Baer: I am fired up to be here.

Real Estate 111

Real Estate CX Social Media Start-ups 111

Beyond Philosophy

OCTOBER 31, 2014

I remember my professor of corporate finance in the business school saying, “If I’ve made people lots of money in a day on the stock market, I’ll barely get a few calls to thank me; but if it was a bad day, the phone won’t stop ringing from people asking what’s happening!” Here’s where the vote for Scottish Independence relates.

Customer Experience 152

Customer Experience CEM Finance Government 152

PeopleMetrics

JUNE 26, 2015

If you don’t think a customer’s first interaction with one of your employees matters—well, you’re either out of business, or you’re biding your time. I’m not a business, which meant I had two memberships to choose from: “Gold Star” or the “Executive.” Yes, it’s twice as much as the basic. So you’re not wasting money.

B2B 102

B2B Customer Satisfaction Start-ups Customer Experience 102

Beyond Philosophy

OCTOBER 29, 2014

I remember my professor of corporate finance in the business school saying, “If I’ve made people lots of money in a day on the stock market, I’ll barely get a few calls to thank me; but if it was a bad day, the phone won’t stop ringing from people asking what’s happening!” Here’s where the vote for Scottish Independence relates.

Net Promoter Score 140

Net Promoter Score Customer Experience CEM Finance 140

Intercom, Inc.

AUGUST 15, 2019

Jeff is the author of Lean UX (which teaches how to rapidly experiment with design ideas) and the co-owner of Sense & Respond Press , a publisher of short, actionable books for busy leaders. Here are five quick takeaways: You must establish deep empathy for the customer. Short on time? I know my customers. But you know what?

Start-ups 179

Start-ups Innovation Engineering Retail 179

ClientSuccess

OCTOBER 8, 2019

As a CSM or customer success leader, you know the importance of success – not just for your customers, but for your department and your business as a whole. Here’s our take on a short list of top SaaS metrics your CSM team needs to monitor: . #1: Check out these 6 customer retention strategies that are here to stay. #2:

Net Promoter Score 49

Net Promoter Score NPS Customer Retention Start-ups 49

ProProfs

OCTOBER 5, 2017

When a talent is incompatible with a company’s culture, processes and overall business, it leads to job dissatisfaction and eventually escalates the attrition rate. When you bring the best talent, you improve your chances of boosting business ROI. The existing data source for the current and previous candidates is their resumes.

Social Media 69

Social Media Education Sales 69

Customer Bliss

MARCH 18, 2020

Let trust and respect become translated now into our business lives. And, we have a moment here to translate what we know is right into how we practice business right now. Here are 3 areas of leadership and humanity to consider for your business now: 1. Let kindness and grace be our first instinct. They matter.

Healthcare 52

Healthcare Hospitality Hospitality Retail 52

Customer Bliss

MAY 22, 2018

What I mean by that is that, yes a company can put tactics into place that transactionally are out of the ordinary. But in order to be steadfast in the market, and with customers, employees, and partners, as a company that is unique — they need to address both the internal and external factors to enable them to deliver in a unique manner.

Hospitality 40

Hospitality Hospitality Start-ups AI 40

SugarCRM

AUGUST 19, 2020

When he talks, businesses stop and listen. Here’s what he had to say. . Register for our free CX webinar series here and join us as Micah digs in further on customer service in the experience economy. Q: You’re well-known for helping companies bring a Ritz-Carlton caliber customer service to their business operations.

Customer Experience Management 48

Customer Experience Management Mystery Shopping Customer Experience Mystery Shopper 48

Customer Bliss

JULY 7, 2016

Here we discuss the journeys and explore the roles of the most senior customer experience leaders around the world. We will continue to add both business-to-business and business-to-consumer senior customer experience leaders each week. You don’t need to spend a lot to have an impact.

Customer Experience 56

Customer Experience Non-Profits B2C B2B 56

SugarCRM

FEBRUARY 26, 2019

We know the size and shape of what we need, and what we need it for. Remarkably though, when it comes to business, we can end up buying something inappropriate that ends up wasting money, slowing us down, and sometimes causing a lot of damage. So step one is to clearly set out your business goals. But it’s not.

CRM 43

CRM Social Media Sales Government 43

Beyond Philosophy

OCTOBER 27, 2022

Tonya Dunn, an insurance professional, wants to know why her Customer Experience efforts aren’t moving the numbers. The pickle is a business problem with which she wants help. The pickle is a business problem with which she wants help. I am sharing her pickle here also because I am sure some of you have the same problem.

NPS 15

NPS Net Promoter Score Customer Satisfaction Start-ups 15

Help Scout

JANUARY 14, 2019

In too many companies, though, leaders relegate these superheroes of the business world to mundane, reactive work. Yes, we sponsor community activities and help support professionals in advocating for higher salaries, but beyond these community-based initiatives, we bring the same enthusiasm to every element of our product.

Education 40

Education Start-ups Sales Customer Service 40

Qualtrics

NOVEMBER 12, 2020

Prior to her current role, she worked at market research agencies in Australia and the US, gaining experience on projects across a variety of industries, including automotive, FMCG, insurance, fashion, energy, childcare, and electronics. We wanted to try and support people who were online and needed help, without them having to call up.

Innovation 26

Innovation Actionable Insights Start-ups Education 26

Callminer

MARCH 6, 2020

Michael Mancinone is an Organizational Psychology Consultant at Peoplogica , a leading People Analytics provider that helps Recruiters, HR managers and Business Owners select, retain, and develop high performing employees. Empathy: How personally involved do you become in solving the needs of a customer? Michael Mancinone. peoplogica.

Customer Service 207

Customer Service Start-ups Education Gaming 207

Callminer

MARCH 6, 2020

Michael Mancinone is an Organizational Psychology Consultant at Peoplogica , a leading People Analytics provider that helps Recruiters, HR managers and Business Owners select, retain, and develop high performing employees. Empathy: How personally involved do you become in solving the needs of a customer? Michael Mancinone. peoplogica.

Customer Service 182

Customer Service Start-ups Education Gaming 182

Zendesk

JANUARY 18, 2024

Consumer data privacy, also known as customer data privacy, is the practice of protecting sensitive customer data your business receives. When businesses don’t prioritize customer data privacy, there’s a risk of exposing private information to people or entities consumers had no intention of sharing their data with.

CX 52

CX Education Government Compliance 52

Beyond Philosophy

MAY 12, 2022

I was a guest on a webinar with Verint on the Engagement Capacity Gap , which discusses where organizations need to be in this area vs. where they are with the Chief Marketing Officer of Verint, Celia Fleischaker. I invited her to the podcast to continue our discussion and wanted to share some of that insight here. .

Contact Center 78

Contact Center AI Sentiment Analysis Text Analytics 78

Beyond Philosophy

SEPTEMBER 30, 2021

We think that it might, and here’s why. . Your return policy after the trial is essential here. . So, yes, offering a free trial could increase sales by activating the Endowment Effect. . But if the return or cancellation process is challenging, it could negatively affect brand perception and repeat business.

Sales 78

Sales Start-ups Retail Social Media 78

Intercom

OCTOBER 19, 2023

And we know by experience that yes, some people do seem to have a more innate ability to lead than others. Here are some of the key takeaways: In order to maintain an exceptional customer experience, support team leaders need to encourage proactivity, train and coach agents effectively, and promote team engagement.

AI 52

AI Innovation Technology Technology 52

ProProfs

MARCH 30, 2022

Here are the top features of the platform: One-on-one meeting. Here are some of them: Answer orally during the meet. From business to educational purposes and even social settings, Zoom quizzes can only add value without costing you anything. . A quick quiz about your business and its operations can have a lot of benefits. .

Gaming 52

Gaming Education Start-ups Outlook 52

Comm100

FEBRUARY 25, 2021

Others lack any remote options for care, which is critical for at-risk customers and patients who need access to a pharmacist or medical provider from home. The pace at which healthcare providers are unveiling digital customer service options doesn’t just hurt customers–it’s bad for business.

Healthcare 52

Healthcare Customer Service Omnichannel Compliance 52

Intercom, Inc.

MARCH 8, 2018

Back in 2012 Dan joined LinkedIn as a senior sales leader charged with launching its social selling business – training LinkedIn’s own global sales organization in the process. At LinkedIn, I launched the social selling business and brought LinkedIn Sales Navigator to market. Fortunately LinkedIn found me 18 months later.

Social Media 186

Social Media Sales Start-ups B2B 186

Chip Bell

OCTOBER 20, 2017

Or they’re so short they look like they’re for a 5-year old not a 10-year old (yes, sometimes, they are, I get it). And what these keen observers have noticed is that kids need risk to learn. For the rest of us, here are Twelve Tactics to Encourage Risk-Taking at Work: Get clear on the rules of risk-taking. Create risk pools.

Gambling 40

Gambling Start-ups Gaming 40