Experience Investigators
SEPTEMBER 5, 2023
“We are dedicated to becoming a customer-centric company.” This is how the conversation started. So I asked, “What does that mean?” The business leader proudly walked up to the whiteboard, and drew this: And that’s the challenge. HOW exactly does a standard organization, built on the gospel of sales and customer acquisition, become customer-centric?
The DiJulius Group
SEPTEMBER 5, 2023
“What a great honor and responsibility, to be a fundamental reason why people accomplish more, enjoy more, and are more fulfilled in the one life they have to live.” Think for a minute about how much you talk about your time at work — with fellow employees and clients, at home, on the golf course, Read Full Article The post Employees Talk About Work, A Lot.
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Customer Think
SEPTEMBER 5, 2023
Customer Data Platforms: The Evolution I recently wrote an article on Customer Data Platforms (CDPs) which summarized the capabilities, solutions and the realities of building or implementing a CDP.
Win the Customer
SEPTEMBER 5, 2023
In today’s digital age, social media has become an integral part of our lives. Whether it’s sharing updates with friends and family, staying informed about current events, or discovering new trends, social media platforms like Facebook, Twitter, Instagram, and LinkedIn have transformed the way we communicate. But beyond personal connections and entertainment, social media has also revolutionized the world of customer service.
Speaker: Jason Cottrell
Brands used to look for a vendor who could do everything. Over time, one vendor was no longer enough to meet a brand’s needs, and they added, added and added. Now they need all their vendors to work well together. That’s composable, and only some will make the cut. As customers — and your board — expect you to be in new channels and to rapidly adapt to shifts in the market, the need for true composability is more crucial than ever before.
Zonka Feedback
SEPTEMBER 5, 2023
Form building is an essential part of data collection, and Jotform is a top-rated tool in this domain. It is known for its easy-to-use custom online forms that don't require any coding knowledge.
Customer Think
SEPTEMBER 5, 2023
In the realm of Software-as-a-Service (SaaS), where innovation and customer engagement are paramount, a revolutionary tool has emerged that promises to redefine how sales and marketing strategies are crafted – intent data. Imagine having the ability to anticipate your target audience’s needs and engage them precisely when their interest is at its peak.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Customer Think
SEPTEMBER 5, 2023
Sometimes your customers have to wait. You would rather that wasn’t necessary, but it is reality. So, rather than ignoring this fact, I wanted to discuss how you can make waiting less terrible for your customers. Waiting is not ideal. But given that customers are waiting, what strategies can you deploy to make that waiting […] The post How to Make the Time Your Customers Wait Seem Fair appeared first on Beyond Philosophy.
Qmatic
SEPTEMBER 5, 2023
The Affordable Care Act (ACA) was passed in 2010 and has changed the spectrum of healthcare in the US by shedding light on the importance of accessible and patient-centered care and that healthcare providers should emphasize on enhancing patient experience. Many studies show that patient experience positively correlates with better healthcare outcomes and staff satisfaction.
Customer Think
SEPTEMBER 5, 2023
Instagram is one of the most incredible and consistent social media platforms offering opportunities to connect with people globally, not only for individuals but also for brands and companies to grow their potential customers by applying proven marketing strategies.
Zendesk
SEPTEMBER 5, 2023
Earning and maintaining the trust of your customers is critical to the success of your business. Demonstrating a commitment to protecting customer data is key to developing this trust. With compliance regulations evolving and security incidents steadily increasing, it’s more important than ever to remain vigilant about your data access controls, especially when it comes to credit card information.
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Customer Think
SEPTEMBER 5, 2023
(A Never Stop Learning! Article) What’s in this article for you? A small investment in time yields surprisingly valuable sales-ready information. An example! The enormous gap between what is typically captured and what is possible. The surprising utility of Informal Success Stories. Two types of use cases. Three sources for stories.
Intercom
SEPTEMBER 5, 2023
AI may be transforming customer support, but a successful approach takes more than just a flick of a switch. In our latest webinar, we’ve covered how you can scale an AI-first support strategy while maintaining quality and consistency. From swiftly handling common queries to assisting human agents in tackling complex issues, generative AI chatbots have swooped in and changed the game of customer support in just a matter of months.
Zendesk
SEPTEMBER 5, 2023
While going through your first round of funding after seed money can be exciting, many founders claim it’s a stressful experience—it’s fairly common for startups to go through numerous rejections before securing funds from an investor. “We had about 60 to 70 rejections, we started running out of cash, [and] we were down to three or four paychecks,” says Vishal Sunak, founder and CEO of LinkSquares , one of the top legal software startups.
Experience Investigators
SEPTEMBER 5, 2023
”My organization is looking at starting focus groups or other avenues to bring in more of the customer experience perspective. What are your recommendations for getting started? How do we decide who to include? What other things should we consider? I’d love to hear your feedback.” Traditional focus groups have been popular for gathering real-time customer feedback for decades.
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SurveySensum
SEPTEMBER 5, 2023
Do you know how exceptional customer experience can transform your SaaS journey? If not then imagine you found a SaaS product that is super easy to use and integrate. You will continue using it, right? You will also share your positive experiences with your friends and colleagues. Your customers feel the same way. A positive SaaS experience facilitated by cutting-edge SaaS feedback software leads to satisfied, loyal customers who not only stay but also become your advocates.
Customer Think
SEPTEMBER 5, 2023
Consumers are finding themselves grappling with limited purchasing power as inflation slowly erodes the value of their dollars. As prices continue to be a concern, many shoppers are compelled to be more cautious with their spending, making each purchase decision a carefully weighed choice.
Help Scout
SEPTEMBER 5, 2023
If you’re looking to learn more about the best issue tracking tools available today, this article will highlight the many different types of issue trackers and some of the best tools for each use case.
Customer Think
SEPTEMBER 5, 2023
Life is full of ‘no’s, especially when you’re selling something. But how we react to these ‘no’s can make a big difference. This guide will show you how to turn rejection into a chance to learn and get better. Being turned down by a customer isn’t always the end of the story.
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.
Help Scout
SEPTEMBER 5, 2023
Here's why creating more positive first impressions will improve the experience for your customers and the quality of work life for your service staff.
Customer Think
SEPTEMBER 5, 2023
A customer’s overall interaction with a company or brand during their journey is what the customer experience (CX) is.
SugarCRM
SEPTEMBER 5, 2023
The evolution of CRM platforms never stops. But just as this business-critical platform has changed and evolved, so has the landscape of selling, as well as the plethora of information that we have. Modern CRMs have made great strides at automating data collection to use for strategic initiatives like enhanced forecasting, but realistically, the vast majority of today’s CRMs require you to enter data manually.
Customer Think
SEPTEMBER 5, 2023
Decades ago I had an idea that questions could be vehicles to facilitate change in addition to eliciting answers. Convention went against me: the accepted use of questions (information gathering devices, biased by the Asker’s need to know) is built into our culture.
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.
Zendesk
SEPTEMBER 5, 2023
Customers expect seamless and personalized interactions that can keep up with the fast-paced, interconnected landscape of today’s digital world. Businesses are delivering on these expectations by embracing omnichannel technology—the integration of communication channels into a single interface. Discover the significance of delivering exceptional customer experiences , and learn how to leverage this approach to stay ahead in competitive markets.
Customer Think
SEPTEMBER 5, 2023
When it comes to multi-location reputation management, online reviews are imperative to growing a business, driving ROI, and building consumer trust. A June 2023 survey revealed a staggering 93% of respondents use online reviews to evaluate product and service quality.
Zendesk
SEPTEMBER 5, 2023
Auctane is a world leader in shipping and fulfillment software solutions, enabling hundreds of thousands of merchants to annually deliver more than $200 billion worth of products to customers around the world. Auctane serves a wide range of businesses that rely on quick and seamless shipping to reach their customers. Everyone from small artists on Etsy to international corporations use Auctane’s software to meet their shipping and fulfillment needs.
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