Customer Think
OCTOBER 27, 2021
Photo by Pexels, CC0 1.0 During the pandemic, many people have had to work from home and companies have had to let thousands of people go in their roles. Bringing those employees back into the office after so long at home is not going to be an easy feat for a business. There are going […].
Shep Hyken
OCTOBER 27, 2021
“I’m sorry.” Customers love to hear those important words, especially when they are calling about a problem or have a complaint. I briefly covered this in a recent article ( The Five Best Things to Say to an Angry or Upset Customer ), but I want to dive into the “I’m sorry” comment a little deeper. . Not long ago I called a customer support center and early in the conversation the agent said, “I’m sorry you are experiencing this problem.
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Customer Think
OCTOBER 27, 2021
Every year, Content Marketing Institute and Marketing Profs release their latest B2B marketing research. This year the report includes a chart of current B2B content marketing challenges. A few of them surprised me as I thought (or hoped) we had beaten.
Help Scout
OCTOBER 27, 2021
The relentless customer with suspiciously sharp teeth, and the disturbing silence of an empty inbox. Three support stories to scare any customer service professional this Halloween.
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Customer Think
OCTOBER 27, 2021
(If you've decided to add thought leadership marketing in 2022, or if you need to improve your thought leadership program next year, the time to start planning is now. This post describes three steps B2B marketers can take to elevate their thought leadership efforts in 2022.) It's now abundantly clear that compelling thought leadership content […].
Totango
OCTOBER 27, 2021
What’s scarier than a ghost roaming around your attic? Being ghosted by a client – especially one that you’ve put a lot of time and effort into nurturing. There are a number of reasons why a customer may ghost you. They could simply be in the midst of a really busy period or they could have decided they just don’t like or need your product anymore. Whatever the reason, being ghosted hurts.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Totango
OCTOBER 27, 2021
What’s scarier than a ghost roaming around your attic? Being ghosted by a client – especially one that you’ve put a lot of time and effort into nurturing. There are a number of reasons why a customer may ghost you. They could simply be in the midst of a really busy period or they could have decided they just don’t like or need your product anymore. Whatever the reason, being ghosted hurts.
Customer Think
OCTOBER 27, 2021
While the pandemic has changed consumer shopping habits permanently, recent Unbabel survey research shows that overall shopping budgets have remained the same for more than half of global consumers. Around 20% of shoppers might even spend more this year. Specifically, consumers indicated that their online and mobile shopping is expected to increase in 2021.
Intercom
OCTOBER 27, 2021
With increasing conversation volumes and mounting customer expectations, support teams need a way to ruthlessly optimize their support strategy for maximum efficiency and CSAT. Last year we announced the Conversational Support Funnel – a powerful framework to help your support team to get ahead of known problems with proactive support , automatically answer simple, repetitive queries with self-serve support , and resolve complex issues with a human touch.
Customer Think
OCTOBER 27, 2021
What does “Scaling Agile” mean? Scaling agile is the process of taking proven agile methods, like scrum and kanban, and using them with a more extensive diverse set of people in larger groups. Traditionally, agile works best in groups that are no bigger than 11 people. Companies succeed by allowing small groups of employees to […].
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
Totango
OCTOBER 27, 2021
What’s scarier than a ghost roaming around your attic? Being ghosted by a client – especially one that you’ve put a lot of time and effort into nurturing. There are a number of reasons why a customer may ghost you. They could simply be in the midst of a really busy period or they could have decided they just don’t like or need your product anymore. Whatever the reason, being ghosted hurts.
Customer Think
OCTOBER 27, 2021
The Great Resignation has people quitting their jobs in record numbers. A recent NPR report noted that 4.3 million Americans quit in August, setting a new record after resignations in prior months shattered records all summer. Attrition is up across all industries, so it’s a headache no matter what business you’re in, but if your […].
The DiJulius Group
OCTOBER 27, 2021
Chief Revolution Officer John DiJulius of the DiJulius Group discusses how to make your customer experience training more fun and effective. Your customer experience strategy is worthless without ensuring it is retained and executed by every existing and new team member. Just because your employees were in attendance at your customer service training or watched.
Customer Think
OCTOBER 27, 2021
There are two sides to every sale. Each side must meet certain criteria if a deal is to move forward. On one side is the buyer. Of course, not all accounts are of equal value to your organization. And with limited hours in the day, sales reps must focus their time and energy on those […].
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
MyCustomer Experience
OCTOBER 27, 2021
TSpring 2021 did KANTAR, the largest market research company globally, reached out to 20,000 citizens in ten countries around the world –. 27th Oct 2021. By Frank Buckler CEO.
Customer Think
OCTOBER 27, 2021
Data as a catalyst for Digital Transformation How often have you as an executive, a business leader been told by your internal IT counterparts or vendors about the need to consolidate customer data, with a promise to arrive at that (cliché alert!) 360-degree view of your customers? The (not so) recent buzz around Customer Data […].
Ameyo Callversations
OCTOBER 27, 2021
Customer Relationship Management (CRM) software is considered to be the heart of every growing business. The CRM software market is one of the largest and fastest-growing markets in the world. Here’s something to ponder: The global CRM market is projected to grow from $58.04 billion in 2021 to $128.97 billion in 2028. ( Fortune Business Insights 2020 ).
Customer Think
OCTOBER 27, 2021
I got to the gym yesterday only to find that my regular treadmill had been replaced by a new-fangled computer machine. I asked the young woman next to me how to start the damn thing as it wasn’t obvious. Here was the conversation: SDM: Where’s the start button on this thing? Woman: Over there. You’ll […].
Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney
Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib
Allen Speaks
OCTOBER 27, 2021
Clear Communication If anything has intensified during COVID it is the amount of communication that is needed to keep customers abreast of continually changing business practices, policies, product availability etc etc etc! When a communication is given to customers it must be in their channel of choice, and spelled out in clear terms so that no confusion arises.
Customer Think
OCTOBER 27, 2021
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Qualtrics
OCTOBER 27, 2021
In the months (and months) following March 2020, the pandemic put so many parts of life on hold. Outings were minimized to grocery store runs. More employees started working from home. Fewer people were traveling, including for business purposes. But as we continue to navigate work-life as the COVID-19 vaccine becomes more prevalent, one part of how we work is on the rise: business travelers are getting back to travel.
Intercom
OCTOBER 27, 2021
?. Gone are the days of siloed customer operations , where sales lands a deal and hands it off to another team. The customer journey doesn’t end with a purchase, and if you’re not actively working to delight and retain your customers , sooner or later, you’ll have a leaky bucket on your hands. As our very own Chief Revenue Officer, Leandra Fishman , puts it, “sales is more fun when you get to tie in the satisfaction of a great support experience.” Leandra joined Intercom
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
Zendesk
OCTOBER 27, 2021
An interesting thing happened over the last year or so when social division, misinformation, and mistrust was blossoming around the world: Businesses became the most trusted source of information. Edelman’s 2021 Trust Barometer shows the public trusts businesses over Non-Governmental Organizations, Governments, and the media. Despite the concern some have over AI and data gathering on customers, companies are still coming out on top.
Execs In The Know
OCTOBER 27, 2021
Execs In The Know recently held its Fall 2021 Customer Response Summit (CRS) event (October 18–22, 2021) featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations from these top brands: Williams-Sonoma, Inc. , Malwarebytes , DISH Network , Angi , and UnitedHealth Group.
Zendesk
OCTOBER 27, 2021
Leaders have been trying to synthesize the glue that bonds organizational teams—as well as customers and companies—for decades. But when COVID-19 turned everyone’s friends, colleagues, and customers into a two-dimensional character with a messy living room, companies were presented with a whole new set of challenges. While this was a new problem for most companies, it was something neuroeconomist Dr.
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