Tue.Oct 26, 2021

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Building a sales team in a high-growth environment

Intercom, Inc.

Getting the team right is one of the hardest parts of scaling sales. Rapid growth means you need a large, high-performing team, and you need it right now. But no sales team can afford to grow without intention. Many leads’ first meaningful interaction with your business will be a conversation with a salesperson – you have to carefully consider what kind of experience you want that to be, and who will be delivering it.

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How to Train your Employees to deal with Irrational Customer Rage

The DiJulius Group

It appears that customer rage is at an all-time high. There is an increasing number of stories of customers becoming unruly, disrespectful, displaying both verbal and physical abuse in certain industries such as airlines, hotels, and restaurants. First off, I want to be clear, ANY type of abuse towards employees is totally unacceptable and should. Read Full Article.

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The Future of AI Driven Market Research

Customer Think

A sit-down conversation with GroupSolver Co-Founder & CEO, Rasto Ivanic, and Senior Research Team Lead, Adrian Del Bosque What is Artificial Intelligence? Over the past few years, the world of market research and surveys has seen the emergence of Artificial Intelligence (AI). AI tools, which are finding their way into almost every industry, hold the […].

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How to Deliver Great SaaS Customer Support: Tips and Examples

Help Scout

SaaS customer support has a deeper impact on your business's key metrics than you might think. Here's why it’s important and how to do it well.

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From Data to Decisions: Maximizing Retail Potential with AI

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.

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5 ways to increase the ROI of your sales enablement efforts

Customer Think

Image credit: Adobe Stock Making the sales process easier and quicker while helping your sales team to achieve their goals will free up more time for closing deals, which in turn will drive revenue growth for your business. That’s the goal of sales enablement (or sales engagement). It encompasses all the efforts your sales team […].

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Why should you move from Legacy PBX to Modern Contact Center Software?

Hodusoft

Why should you move from Legacy PBX to Modern Contact Center Software? The one point every business harping upon over the last two years unanimously is customer experience. Any customer service leader will tell you that customer experience has always been a second fiddle— the lowest rung in the rank of elites among sales, marketing, and finance. However, the slow movement in work for years has suddenly found a voice.

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Large Scale Digital Transformations — What to Do When the CEO Says “Just Make It Work”

Customer Think

A few years back, I was attending an executive presentation of project findings and recommendations for an outdoor products manufacturing company. The project remit was defining the future state digital architecture and a high-level plan to support the organization’s transformation of the customer experience. Our engagement lead had vetted the findings and recommendations with the […].

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Why NPS Scoring Isn’t Enough For Customer Success

Totango

Net Promoter Score tells you how likely customers are to recommend you, but is that all you need to know for customer success? NPS scoring is good as far as it goes, but it only provides insight into one facet of your customers’ sentiment toward your brand. You need a more complete view of your customer for success management. Here we’ll look at what NPS score tells you and what its limitations are.

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The Best Ideas Don’t Come From Conformists: A Digital Perspective Part 2

Customer Think

media source: [link] Digital Video Ad Measurement, Optimization & Social Impacts Part 1 was focused on how digital ideas need to be tied to business opportunities with applications in digital advertising. Digital advertising has been around for decades in the form of static ads but it took off when digital video advertising started to become […].

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Amazing Business Radio: Dan Balcauski

Shep Hyken

Customer First, Business Second. Defining Success from the Customer’s Perspective. Shep Hyken interviews Dan Balcauski, founder and principal consultant for Product Tranquility , where he focuses on helping high-volume B2B SaaS CEOs define pricing and packaging for new products. They discuss what companies can learn from subscription models about focusing on the customer’s journey and feedback.

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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.

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Why NPS Scoring Isn’t Enough For Customer Success

Totango

Net Promoter Score tells you how likely customers are to recommend you, but is that all you need to know for customer success? NPS scoring is good as far as it goes, but it only provides insight into one facet of your customers’ sentiment toward your brand. You need a more complete view of your customer for success management. Here we’ll look at what NPS score tells you and what its limitations are.

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Top 4 Benefits of Using Custom Uniforms

Customer Think

Be it a corporate house, manufacturing industry, government offices, or any other professional setting; uniforms can strengthen the structure of any organization. The importance of wearing a uniform is not only limited to creating a sense of belongingness but also to maintain uniformity among the organization. Uniforms have several advantages for the staff members who […].

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Predictice Qual

MyCustomer Experience

PHow to Turn The Art of Qual Into A Science of Impact? It was back in 2017 when David wrote me this email. He was heading insights for SONOS. 26th Oct 2021. By Frank Buckler CEO.

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Digital Product Development: Trends to Watch Out for in 2021

Customer Think

The increasing digitalization of our daily lives has had a far more profound impact than most of us would care to imagine. And the thing about technology is that it hasn’t simply given us advanced smartphones, tablets, and apps to help us shop online, send money online, and so much more. No, sir; today, technology […].

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Mapping Digital Transformation: Retail’s Strategic Shift

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

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Act like a CFO

MyCustomer Experience

AHow CX Insights Leaders become as powerful as CFO’s. It was May 2008 when I was sitting in the luxury board room in Delaware, Ohio. I was. 26th Oct 2021. By Frank Buckler CEO.

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What Does Outsized Demand For A 12-Foot Skeleton Tell Us About Customer Experience?

Customer Think

In this story, there are no skeletons in the closet. They are, instead, on display for all to see. Back in July, Home Depot did something unusual: It pre-released its Halloween lineup online, and almost immediately, it sold out of everything. It may have its Halloween past, and an unlikely product smash, to thank. In […].

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How to Own The CX Decision Making Process?

MyCustomer Experience

H“Actions without insights are anarchy, but insights without actions is academic.” told me an industry veteran lately. “The sad thing” he. 26th Oct 2021. By Frank Buckler CEO.

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Leading and The Future of Learning with Sanjay Sarma

Customer Think

Premise: We are inheriting a world which is seeing an unprecedented pace of change around us. This makes it super critical for us as leaders to enable a culture of continuous and on-going learning for our teams. We need to play a few different role.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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

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TRUTH-HACKING: 3 Rules To Not Get Fooled by Data

MyCustomer Experience

TEveryone communicates with facts and data to support a certain message. Politics is doing it, Media is doing it, Businesses are doing it. 26th Oct 2021. By Frank Buckler CEO.

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Execs: It’s Time to Raise Your Expectations!

Customer Think

As I wrote previously, the jostling in the customer experience (CX) technology marketplace over the summer saw Kitewheel purchased by CSG, Usermind purchased by Qualtrics, and Medallia taken private by Thoma Bravo. Then Qualtrics bought Clarabridge, to.

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Creepy vs. Cool: 8 Examples of CX Personalization We Can Learn From

Aquire

If there’s one thing that’s accepted as truth in the customer experience world, it’s that CX personalization is a must-do. From emails that address customers by name to relevant product recommendations based on behavioral predictions, personalization can bring huge value to both customers and companies alike when used wisely. We’ve seen the power. Thankfully, CX personalization has been tested enough by now that the benefits are crystal clear.

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Big Controversy: Should We Stop All Certification Now? Join the Debate…

Customer Think

We know from industry research and personal experience that despite all the attention on it, Customer Experience is either stagnating or not getting the results CEO’s desire. Some might say it is because of COVID, but I don’t think so. Having.

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How Personalized Customer Experiences Drive Retail Growth and Revenue

Speaker: Shaunna Bruton - Associate Director of Product Strategy at Orium | Sam Panzer - Director of Industry Strategy at Talon.One | Frank Passantino - Director of Product Management at Bloomreach

More and more, customers are expecting a better personalized CX. But can retailers actually deliver? Data from McKinsey shows that companies that excel in personalization increase their revenue by 40%, but despite these numbers, retailers struggle to implement customer personalization strategies. So what are the potential solutions? Join us to gain a better understanding of the current retail landscape and learn what you can do to translate personalization strategies into practical implementatio

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Fixing the INNER LOOP BIAS

MyCustomer Experience

FSometimes friends ask me what do I do, and then they ask what is customer experience research is for? The simple answer I give is that. 26th Oct 2021. By Frank Buckler CEO.

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What is Cohort Analysis? And How it Helps to Retain Customers

Customer Think

Before getting into cohort analysis and its benefits, one must take note of the fact that businesses devote a huge chunk of their resources to find new customers but, sometimes, they lose sight of their existing ones. Enterprises often take their eyes off the customer churn metric. But it is very important to always track […].

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Fooled by Interest

MyCustomer Experience

FWhy everything we learn from data or experience is heavily screwed by how human perception works? What does it mean to businesses and. 26th Oct 2021. By Frank Buckler CEO.

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What Competitive Advantage Does Being Outcome Focused Bring?

Customer Think

When To Be Outcome Focused Those that know us, see that Custerian tend to focus on Aligning Purpose to Outcomes. Specifically, here I want to talk about the pros & cons of focusing on outcomes, because it’s something I have always driven, and I imagine you will hear more about as the debate on hybrid […].

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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CX job vacancy of the week: Specsavers

MyCustomer Experience

CLooking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job. 26th Oct 2021. By Rhys Fisher Editorial Assistant.

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[Customer Security] How to Choose the Right Hosting Package for Your eCommerce Site

Customer Think

Photo by Pixabay, CC0 1.0 The right web hosting makes a significant impact on the performance of your new website. If you plan to make money with an eCommerce site, a reliable website with great site speeds is nonnegotiable. Web hosting with secure, high-quality servers is of utmost importance. With the right web hosting package, […].

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The Better Alternative to Benchmarking

MyCustomer Experience

TSenior management loves benchmarking. They ask for it. With this, they do not do themselves a favor. Yes, it provides an easy answer to the. 26th Oct 2021. By Frank Buckler CEO.

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Alida Brings Deeper AI, Analytics, and CXM Integrations to Fall 2021 Product Release

Customer Think

The Alida TXM platform enhances capabilities in customer, employee, product, and brand experiences for its 165M users.

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2024’s Retail Odyssey: Going Small, Artificial, and Augmented!

Speaker: Kelly Goetsch - Chief Strategy Officer at Commercetools | Jason Cottrel - CEO & Founder at Orium | and guest speaker Brendan Witcher - VP, Principal Analyst at Forrester

Significant modifications are on the horizon for digital commerce in retail and customer experience come 2024. The pace of tech shifts will intensify, businesses are set to defund legacy solutions, and attractive opportunities will surface as social and retail media players join forces. To stay ahead of the curve, digital leaders are experimenting with less risky initiatives and scaling back on outdated projects that no longer yield impactful results.