The DiJulius Group
FEBRUARY 15, 2022
“We are at our best when creating enduring relationships and personal connections. When we are fully engaged, we connect with, laugh with, and uplift the lives of our customers—even if it is just for a few moments. It’s really about human connection.” —Howard Schultz, Starbucks Carpe Momento — “Seize the Moment.” There’s no better motto. Read Full Article.
Bill Quiseng
FEBRUARY 15, 2022
Don’t offer customer service training. Training is finite, usually only one to several days. Training is one-way, “I know everything, you know nothing” instruction. Training is the how and what of service. Training is what employees do to develop the business. In the end, training is for a job. And the job of employees is to serve to satisfy the customer.
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ClientSuccess
FEBRUARY 15, 2022
Scaling and growing an internal team can be all-consuming and often daunting for many CSM teams. While customer success leaders, HR representatives, and other key stakeholders are often involved in the hiring process at every step of the way, the structure of your organization could warrant additional team members from different departments being involved in the hiring process.
Shep Hyken
FEBRUARY 15, 2022
Experience Leadership. What it Takes to Deliver Great Experiences at All Levels. Shep Hyken interviews Adrian Swinscoe, CX thought leader, Forbes contributor, speaker, and best-selling author of Punk CX and Punk XL.?They discuss what experience leadership means to the individual, the team, the organization, the customers, and beyond. Top Takeaways: It’s no longer sufficient just to talk about customer experience in isolation.
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Buyer Persona
FEBRUARY 15, 2022
Earned Buyer Insights Are Critical to Being Relevant to Buyers. At the start of the year, I elaborated on the idea that empathy is derived from a place of deeper understanding. In today’s business climate, the right to gain this deeper understanding must be earned. For leaders, it is easy to say to their teams to have empathy or be empathetic. Without deeper understanding as a foundation, attempts to display empathy will ring hollow with buyers and customers.
Zonka Feedback
FEBRUARY 15, 2022
Every business must know whether its customers like or dislike its products and services. For this purpose, Customer Feedback surveys are used, but the response rate of all survey channels on average is around 30%. The most common reason is that people are so busy nowadays that they don’t want to spend much time filling out lengthy surveys.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
ProProfs
FEBRUARY 15, 2022
Top eLearning companies provide great service to training companies, enterprises, and training managers with their eLearning development solutions. These solutions include: eLearning authoring tools. online courses and templates. learning management systems. training videos. gamification/simulations. project managers. consulting & coaching. performance support.
Comm100
FEBRUARY 15, 2022
The modern global consumer is impatient, specific about their needs, and more than willing to jump ship to go to another brand if you fail to impress them immediately. It’s all the product of the on-demand economy, which has come to dominate across industries and has forced organizations to rethink the way they do business and provide customer service.
MyCustomer Experience
FEBRUARY 15, 2022
TIn the blog below I argue the case for ‘less is more’. Read on to discover three ways to resolve, rather than increase, complexity in. 15th Feb 2022. By Ross Daniels.
1 to 1
FEBRUARY 15, 2022
There’s no question: the increase in employer vaccine mandates – or “no jab, no job” policies – is a hot-button issue with strong opinions on both sides. But feelings about mandates aside, employees’ hesitancy to get vaccinated against COVID-19 presents a huge challenge for many brands, making an already-tough labor situation even more difficult. Even without a vaccine mandate, employers face major hurdles when it comes to luring workers back to in-person work.
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.
Kerry Bodine
FEBRUARY 15, 2022
Every year I look back to see what blog content our readers have been most drawn to over the past year. It’s always interesting to see which new posts catch people’s attention (like #9 and #5 on the list) and which older posts (like #8 and #2) remain as enduring resources for those in the customer experience field. I hope you enjoy this year’s round up. #10: The Trade-offs Between Quant & Qual Customer Research »» Learn how to apply both types of methods to get a more complete picture
SugarCRM
FEBRUARY 15, 2022
The objective of B2B lead generation is to stimulate and capture the attention of your target buyers and lure them into your sales funnel. B2B lead generation strategies rely heavily on digital channels and the abundance of online content. But quantity doesn’t necessarily equal quality. It’s essential to discern which strategies you choose and how you implement them.
ProProfs
FEBRUARY 15, 2022
Many employers still don’t take data security training for employees seriously. The consequences are dangerous. According to IBM’s Cost of a Data Breach Report 2021 : Data breach cost was $4.24 million in 2021, the highest average cost in 17 years. Compromised credentials made up 20% of the total breaches. The average cost of breaches was 1.07 million higher, where remote work was a factor.
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