Futurelab

APRIL 4, 2023

The answer to both is quite simple – ONLY survey if you are planning to take action. I have given many speeches, presented at least 50 webinars in 3 languages and given advice to dozens of companies around this topic. In 2020 we also dropped a first whitepaper around this. Why this new version of the whitepaper?

VOC 130

VOC NPS Predictive Analytics Actionable Insights 130

Inside Customer Service

APRIL 22, 2021

This creates consequences. There is a simple solution. Step one: Clarify the goal Start by making it clear why you want to create a new procedure. The manager used a simple strategy to turn things around. As a result, they often missed critical steps or underestimated how much time it would take to create a new display.

Mystery Shopper 183

Mystery Shopper Customer Service Government Retail 183

Steven Van Belleghem

SEPTEMBER 5, 2022

And then let’s of course not forget about the magical ingredient of nostalgia. To give a simple example: when Tom cruise takes his leather motorcycle jacket out of the closet, that is a goosebumps moment for many people of my generation and beyond. This movie is easy, simple and old-fashioned ‘feel good’ done right.

Customer Experience 128

Customer Experience Government CX 128

Bill Quiseng

MAY 31, 2023

Neil Armstrong, of course. For starters, let me give you these simple definitions: Customer service is what you do for your customers. For starters, let me give you these simple definitions: Customer service is what you do for your customers. Principle Two: Create Their Experience. Because nobody can remember Number Four.

Customer Loyalty 109

Customer Loyalty CXM Social Media CX 109

Fonolo

JANUARY 21, 2021

Don’t fret — these eight simple methods are all you need. Create leadership opportunities. Encourage them to do so by creating opportunities for them to share their insights. Better yet, formalize the process by creating a mentorship program. Set your KPIs. You can’t change what you don’t measure. Offer coaching sessions.

Construction 176

Construction Contact Center Start-ups Customer Satisfaction 176

Inside Customer Service

OCTOBER 28, 2021

Sometimes, we try too hard to be fancy when a simple answer is right in front of us. That's the question I posed to the self-described leadership expert. I had just met him at a conference. He stopped and started, struggling to find the right words. He tried a few metaphors that didn't quite land. The speaker wasn't alone. What is leadership?

Start-ups 148

Start-ups Customer Service Customer Experience 148

Steven Van Belleghem

FEBRUARY 3, 2023

The 90% tech experience You may remember that I wrote about the 90% tech experience in one of my former pieces: about technology that’s really cool, but that is not (yet) good enough to create breakthrough evolutions in CX. At the end of the day, CX is a 100% human matter. The website did not mention a telephone number, e-mail or live chat.

Technology 144

Technology Technology CX Machine Learning 144

CommBox

JANUARY 18, 2024

How-to-get-started-with-AI-in-5-simple-steps.by-Dvir-Hoffman-CEO-at-CommBox How-to-get-started-with-AI-in-5-simple-steps.by-Dvir-Hoffman-CEO-at-CommBox Businesses of all sizes and across all industries need to find the best way to integrate AI technology into their daily business operations.

AI 98

AI Unstructured Data Engineering CRM 98

Inside Customer Service

FEBRUARY 10, 2022

"It just takes a lot of effort to get things done." A friend recently shared these frustrations. She had worked in sales at her company for the past six years. It had a good product and she was successful, but something was gnawing at her. My friend explained that it was becoming increasingly difficult to hit her sales targets. Why is it important?

Customer Service 130

Customer Service Contact Center Retail Sales 130

Intercom, Inc.

JANUARY 20, 2021

Most companies spend huge budgets creating content to get people to sign up to their product. So instead of giving customers a series of boring how-tos, we create best practice content. Here are five lessons we’ve learned for creating best practice content. Of course, customers are busy. Give the entire lesson.

Education 232

Education Engineering Sales 232

Inside Customer Service

MARCH 30, 2023

Defining objectives Creating a training plan Reinforcing the training Who should deliver the training? You want to build a service culture. Naturally, you think of training. This guide shares everything you need to know to get started. It includes step-by-step instructions for designing and delivering your training program.

Construction 183

Construction Customer Service Customer Experience 183

Zendesk

MARCH 8, 2024

If you want to do it manually, follow these four simple steps: Start now The more data you have logged, the more information your Forecast has to work with and make those predictions as accurate as possible. So it’s setting you up for success, not telling you what to do with every minute of your agents’ days. Take note of that, too.

Social Media 52

Social Media Start-ups Sales 52

Inside Customer Service

DECEMBER 16, 2021

There's a simple fix to this problem. A failure to set clear expectations with job candidates creates a host of problems when those employees are eventually hired. That's what the IT service manager discovered when he checked with human resources. And why they often left so quickly. It's a common problem.

Contact Center 148

Contact Center Hospitality Hospitality Retail 148

Steven Van Belleghem

SEPTEMBER 5, 2022

That’s actually pretty fast for an EV, but compared to loading up a gas car, that is still a lot longer of course. That’s actually pretty fast for an EV, but compared to loading up a gas car, that is still a lot longer of course. Of course not. And I think that this Top Gun effect falls in that last category. Magic Castle Hotel.

CX 117

CX Gaming Start-ups Customer Feedback 117

Inside Customer Service

APRIL 14, 2022

It's a process of creating a personal connection with another person so they know, like, and trust you. Create connections with people from How to Get Great Customer Service by Jeff Toister Elevate your listening skills Customer service professionals are in the business of helping customers. This exercise is called Make Their Day.

Customer Service 130

Customer Service Retail Start-ups 130

Intercom, Inc.

JULY 23, 2019

Continually evolve this understanding, and persistently return to it to ensure you haven’t veered off course. We reuse, evolve and merge before creating something new. Clear guiding principles are the best way to scale a team while keeping them aligned. Without a set of principles, organizations begin to fracture.

Engineering 221

Engineering Start-ups Technology Technology 221

Bill Quiseng

JUNE 14, 2023

In this second week, I give you Principle Two: Create their Experience. To earn customer loyalty, Be the Customer and Create Their Experience. In order to earn customer loyalty, you need to create an experience for each customer. So how do you create your customers’ experience? It’s that simple.

Customer Loyalty 109

Customer Loyalty Touchpoint Customer Expectations CX 109

Myra Golden Media

APRIL 23, 2020

If you don’t have a LinkedIn Learning subscription, it’s super easy to get started training your team with my 7-course customer service boot camp. Here are the 7 courses in my Linkedin Learning Bootcamp. Learn about how practicing empathy—building a connection—makes customers feel cared about and creates rapport.

Customer Service 121

Customer Service Retail Start-ups Sales 121

Intercom, Inc.

MARCH 4, 2019

Fundamentally, it’s tough to course-correct how other people prioritize their time before it’s too late. “There’s a shockingly simple method we use at Intercom to ship fast, quality product” Fear not. . “There’s a shockingly simple method we use at Intercom to ship fast, quality product” Fear not.

Engineering 202

Engineering Customer Experience 202

Lumoa

JANUARY 15, 2024

Of course, chatbots can’t answer every query. They should be able to answer simple questions and guide customers to products. When customers shop in physical stores, they might have several questions about a product: Is it available in a different size? What’s the warranty? One effective solution lies in conversational commerce.

Customer Experience 83

Customer Experience Artificial Intelligence Net Promoter Score Touchpoint 83

ClearAction

FEBRUARY 13, 2023

Ironically, this simple truth is not top of mind for most leaders in business. Leading Customer Experience as a Team Sport is a new course created by Lynn Hunsaker at ClearAction Continuum. This self-paced course is for anyone who wants to learn the best way to lead customer experience for strategic impact.

Sports 71

Sports Customer Experience Entertainment VOC 71

Fonolo

JANUARY 19, 2023

Every field has employee turnover, of course. In the era of the “great resignation” and in an industry with record staff turnover, employee retention is on every manager’s mind. The numbers are sobering. According to the 2021 ICMI report, a contact center’s average employee turnover rate was 58% per year. It’s worth the effort, we promise.

Data Entry 155

Data Entry Contact Center Education Social Media 155

Fonolo

OCTOBER 14, 2021

Read on for a crash course! Though the formula seems simple enough to grasp, it starts to get tricky when you have to determine the total cost of your call center. The best way to know if your cost per contact is on track is to monitor it on a bi-weekly basis over the course of a few months. Unfamiliar with this term?

Contact Center 159

Contact Center Customer Satisfaction Start-ups Technology 159

Lumoa

FEBRUARY 2, 2023

Success depended on creating an excellent physical environment for shoppers. These elements, and others, are still significant today, of course. Where and how they take place has changed, of course. Before the digital age, customer experience in retail was a completely different world.

Retail 94

Retail Net Promoter Score Customer Experience CX 94

ProProfs

SEPTEMBER 23, 2019

It’s about creating value for your audience. . Department of Education, more than 5 million students take online courses every year. took at least one online course in 2016. took at least one online course in 2016. Watch: How to Create an Online Course. Why Create and Sell Online Courses?

Real Estate 74

Real Estate Non-Profits Education Social Media 74

Shep Hyken

OCTOBER 13, 2021

In this article, we can say that three secrets to creating and sustaining customer loyalty are communication, communication, communication. The way you communicate, what you communicate, and how often you communicate can create the experience that gives a customer the confidence to continue doing business with you. .

Customer Loyalty 93

Customer Loyalty Real Estate Social Media Touchpoint 93

Fonolo

JANUARY 31, 2023

Simply put, call center training is any course, seminar, video, coaching session, or other activity that teaches the skills and behavior required for success in a call center. Call center training has always been one of the key pillars of running a successful call center. What is Call Center Training? Don’t just pick one.

Contact Center 141

Contact Center Gaming Start-ups Customer Service 141

Taylor Reach Group

AUGUST 13, 2020

We all know about the impact of customer loyalty on the overall success of contact center and role of contact center in creating customer loyalty and retention, so let me explain the other two. It refers to number of best practices that creates and enhances a professional partnership between the contact center and the organization.

Contact Center 150

Contact Center Customer Loyalty CX 150

Intercom, Inc.

AUGUST 7, 2019

Of course, many products have unavoidable complexity. A great onboarding experience is one that proves to new users that your product will help them do the job that they want. To put it another way, the ideal onboarding experience is a short, easy and frictionless path to finding value. The inertia of not wanting to change.

Start-ups 223

Start-ups Sales 223

Shep Hyken

SEPTEMBER 29, 2021

Disney Institute teaches the Disney way in the form of courses on customer service and experience, leadership, and more. The Ritz-Carlton has a team of trainers that companies hire to learn the secrets of creating world-class hospitality and service. Bob Chapman, its chairman, and CEO, has a simple formula. And they did.

Hospitality 137

Hospitality Hospitality Manufacturing Retail 137

Intercom, Inc.

JUNE 11, 2018

They bring together critical information about your customer, your competitors and your strategy to nurture existing business in a simple document to ensure each customer is set up for success. The formula for selling SaaS software is quite simple. Account plans are one of the most important weapons in a salesperson’s arsenal.

Sales 201

Sales Start-ups Customer Retention 201

ProProfs

DECEMBER 28, 2022

These are a group of courses, modules, quizzes, or other activities bundled together, which enable learners to progressively build knowledge through mastery of different topics. You can add quizzes or assessments at the end of each course chapter to track learner progress. Wondering what a learning path is? So, let’s dive right in.

Start-ups 52

Start-ups Gaming Education 52

Fonolo

MAY 13, 2021

Today, we know that a fully optimized contact center can actually create more opportunities for sales and customer engagement. Read on for a simple guide on breaking down your call center costs. Keeping services on standby in case of call spikes comes with a price, of course. But achieving a strong ROI is easier said than done.

Contact Center 129

Contact Center Compliance CRM Technology 129

Steven Van Belleghem

OCTOBER 5, 2022

A simple intervention with quite a lot of impact. 4. Create a little artificial serendipity. But I also believe that companies really can create ‘artificial’ serendipity to delight their customers. I think we can all agree that few things that are more frustrating than very well hidden contact details on a website.

CX 104

CX Customer Satisfaction AI Customer Experience 104

Intercom, Inc.

JANUARY 18, 2019

Now, you might not think much about that particular restaurant practice – after all, it’s just a simple follow-up question shortly after your food has arrived. Part of the familiar ritual of eating a meal in any good restaurant is the moment the waiter asks if you’re enjoying your food and whether there is anything else they can get for you.

Customer Service 151

Customer Service Customer Satisfaction Technology Technology 151

Intercom, Inc.

JANUARY 24, 2023

Through reinvention, they extend the life span of the product, and create new value for customers and the business. Setting ourselves up Our experience in creating previous product visions had taught us that a vision brief is a critical doc to create upfront. This evolution always starts with one thing: a clear product vision.

Start-ups 118

Start-ups ML Sales 118

Steven Van Belleghem

SEPTEMBER 28, 2022

And so, today, I wanted to write something about how fostering a positive attitude in life can help us create better CX. Be fun – create joy for your customers. And you will see that that will create a boost of happy customers, too. Those of you who follow my content, know that I’m a positive guy. Something fun.

CX 113

CX Social Media Sports Innovation 113