Wed.Oct 05, 2022

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How to capitalize on customer feedback with conversation intelligence

Callminer

It’s time organizations view surveys as only one customer feedback channel – not the only channel. Read on for three conversation intelligence use cases to upgrade your feedback mechanism.

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Management coach Lara Hogan on perfecting the leadership craft

Intercom, Inc.

Each person on your team has different needs, responds to feedback in different ways and evolves in different trajectories – and management should always reflect that. Even when you reach the perfect team dynamic – a new hire or budget cut can easily throw things off balance. But no matter how isolating a management position can feel, you’re not going through it alone.

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When Sales and Customer Service Collide

Shep Hyken

Lately, I’ve been thinking about how sales and customer service combine to create an experience – hopefully a positive one. And then, by coincidence, one of our loyal subscribers, Heidi Reslow, shared a story about someone buying a new car. As I read the story, I realized the salesperson didn’t just sell a car. She created an experience for her customer.

Sales 108
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10 ways to keep delighting your customers when your budgets are under pressure

Steven Van Belleghem

1. Make it easy to find and contact you. I think we can all agree that few things that are more frustrating than very well hidden contact details on a website. Chatbots or FAQ are not always the right answer. 55% of users, in fact, say it takes too many questions for a chatbot to recognize it can’t answer their issue. We all know that sometimes people have questions that are not frequent or standard and just require a 5 minute conversation with a human, be it via phone, chat or even e-mail.

CX 104
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From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, 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.

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Product News – September 2022

Lumoa

Here are the improvements we have brought to Lumoa in the past month. Share data with other users. We want everyone to be able to act based on the voice of the customer. Due to this, we made a few changes to how Dashboards and Cards can be shared with others: Your Private Dashboard can now be shared with other users – for example, this lets you make a template to give new users for easy onboarding ; Cards can now be linked and shared among your coworkers – this lets you quickly sprea

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Nudging for Improved Customer Experience and Agent Performance

CSAT.AI

The concept of nudging in business isn’t brand new. It’s the idea of guiding someone toward an action. Nudges don’t remove freedom of choice, they make a certain choice more attractive. The aim is to make those preferred choices beneficial to the chooser. We’re not focusing on negative nudges or those meant to manipulate for the benefit of another party.

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Overview Effect: an empathic, collective and universal experience

Neosperience

In 1632, in the Dialogue Concerning the Two Chief World Systems , Galileo Galilei brought to support the theory of heliocentrism the belief that “If you could see the earth illuminated when you were in a place as dark as night, it would look to you more splendid than the moon.” In 1968, more than three centuries later, the U.S. Apollo 8 space mission reached the orbit of the Moon.

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Intercom’s product principles: Start with the problem to achieve better solutions

Intercom, Inc.

“The problem we’re trying to solve is…”. That’s a common opening statement at Intercom. Not just in product reviews, roadmap meetings, or design critiques from product people, but across the company. This is the eighth post in a series exploring our product principles. Here, Stephen discusses our engineering principle “Start with the problem”. In our ritual Friday afternoon ‘Show and Tells’ people from across the company demo what they’ve been working on, and that’s how they open their presentat

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Increasing net retention requires an innovative approach to CX

Zendesk

There was a time when “ growth at all costs ” was the prevailing philosophy in tech. But times are changing, and as a result of today’s economic climate, more software and cloud services companies are focusing on profitability instead of growth. They are in protection mode. This drives a focus on quality customers rather than quantity, and a need to develop loyalty and reduce churn.

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Built for you: Inbox updates, customizable conversation assignment, and more!

Intercom, Inc.

More languages, more efficiency, and more satisfied customers: Welcome to the September edition of Built for You. So much of delivering an incredible customer experience happens behind the scenes. The live chat experience is so effortless for customers that it’s easy to assume it’s the same way for support teams. The truth is, it takes a lot of operational work, data analysis, and support skills to make world-class customer service look easy.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.