Thu.Nov 18, 2021

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How Emotional Intelligence Drives CX Success

Uniphore

How CX Leaders Can Leverage Emotional Intelligence to Lead Their Teams to Success Human emotions are complex. Studies have uncovered? 27 basic emotion types —which is why it’s no surprise that a person’s feelings can be difficult for the next person to comprehend, let alone for a computer to analyze and capture. However, when you consider that emotions are central to customers’ decision-making processes, a data-driven tool that can help you understand how customers truly?

CX 162
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How to master new skills like a training professional

Inside Customer Service

I frequently hear from people who are trying to learn new skills. They know I create a lot of content around customer service training, so they ask me for some recommendations. Can I suggest a class, a blog, or a book to help them? I usually don't recommend any of those, at least not right away. This might seem like strange advice coming from someone who makes a living from online training classes , has a blog , and has written several books.

Start-ups 130
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Driving value through Customer Advocacy for your SaaS Business

Customer Think

Your most satisfied customers won’t go around singing praises about you. It would be awesome if they did. Wouldn’t it? Yes, absolutely. We are witnessing more and more buyer-controlled customer journeys. Buyers check for online reviews and peer recommendations before making a purchase. You can ensure such word-of-mouth publicity for your SaaS business even in […].

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This is the Most Powerful Tool in Your Armory, But Do You Understand Why?

Beyond Philosophy

Consumers do insane, possibly dangerous things when they feel a threat to their resources. In particular, highly commoditized resources we perceive as necessary for basic functioning. Unfortunately, panic buying shows that the difference between everyday life and chaos has a thin margin. However, it also reveals a powerful tool in your customer strategy: Scarcity.

Retail 88
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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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How Badly Do You Need Customer Service Videos For Your Business?

Customer Think

Image via Freepik Let’s be honest, when you want to know why your computer stopped working and how to fix it, you’d rather see a video on YouTube than read a manual book to find the solution. Your customers actually feel the same way. 68% of individuals said they would prefer watching a video than […].

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Common mistakes when seeking Email Feedback

Zonka Feedback

How many emails do you leave in your inbox unopened? Or in other words, do you open, read and respond to all emails in your inbox? And even after you open an email, do you respond to all of them? Well, most people don’t!

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65 Retail Customer Service Statistics You Need to Know for 2022

Aquire

As we gear up for a busy holiday season and get ready to fly headlong into 2022, we’ve dug up some retail customer service statistics to help enhance your customer journeys and boost customer experience in the new year. These ecommerce retail statistics trends help shine a light on what factors influence whether consumers choose your business, products or services over the competition, and we’re here to break them down for you. 65 retail customer experience statistics.

Retail 98
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QA Workflow Planning with Sample Workflows

CSAT.AI

QA is, in part, meant to align customer facing service with company goals. An effective Quality Assurance workflow reflects those goals with respect to company size and resources. Questions to consider when developing a QA workflow includes: What is your company’s main focus? What is your company trying to improve? How can QA help identify areas of improvement?

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19 Actionable Help Desk Metrics for Customer Support Teams

Help Scout

Help desk metrics allow you to make the most of your help desk and ensure your team is excelling. Here are 19 to start tracking today.

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The Dos and Don’ts of Working with Net Promoter Score

Fonolo

Think about a time you had a bad customer experience. Maybe it was an hour-long wait on hold with your cell service provider. Or maybe you ordered a defective product and didn’t get proper customer support. Chances are, if you’re unhappy — you’ll vent about it! “I had the worst experience with X” or “Whatever you do, don’t buy Y from X.”. At the LEAST: you certainly won’t recommend the business or product to a friend!

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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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A Wonkish Look at Hiring a CX Leader

Heart of the Customer

I’m pretty sure I’m going to take some flak for my recommendations, but today I want to talk about what it takes to be a successful customer experience leader, and how to hire the right person for the role. Before I get into our findings, let’s stop by my bookshelf… There you’ll find Outliers from […]. The post A Wonkish Look at Hiring a CX Leader appeared first on Heart of the Customer.

CX 78
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Top 5 Benefits of New Product Development Process for Businesses

Customer Think

As a business, your ability to retain the market’s competitive edge requires you to balance the necessity and difficulty for new product development. It is where the new product development process comes into play. It helps you test the new product’s sustainability for the market needs and its economic usefulness. Here are some of the […].

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Empathy in Customer Service. What Do Experts Say?

Provide Support

The post Empathy in Customer Service. What Do Experts Say? appeared first on Provide Support Blog.

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5 Important Ways to Optimize your Business for Voice Search

Customer Think

So have you optimized your business for voice search yet? If not, you might be missing out money on your table. In recent times, voice search has come to dominate the way people look for information online. And why wouldn’t it? It has made online searches so simple and convenient. Instead of typing your query […].

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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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10 Tips to Collect Student Feedback Effectively

Zonka Feedback

According to a study by the University of Glasgow, 75% of students said that student feedback in terms of understanding, problem areas, and course material significantly improved lectures. Educational institutes across the world are now increasingly using student feedback software to be able to understand students’ voice and improve learning. From complaint portals and polls to traditional and digital surveys, they are using different feedback methodologies to capture students’ feedback on teach

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Online Grocery Ordering Marketplace – What Makes It a Good Startup Idea?

Customer Think

The pandemic’s breakout has highlighted the importance and efficacy of mobile applications in our daily lives. There is nothing these palm-sized gadgets can’t accomplish, from calling offices to purchasing groceries and arranging doctor appointments. During the lockdown, online grocery stores were a huge hit, with entrepreneurs making millions supplying fruit, pantry, meat, and dairy items. […].

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What is a Training Management Software System?

ProProfs

Many people often confuse training management software (TMS) with a learning management system (LMS). This is understandable given the fact that there are countless similar-looking tools on the market. In this post, we’ll make the distinction clear and also discuss everything related to TMS. Employee training programs are as good as the way you manage them. .

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The Customer Focused Sales Process

Customer Think

We’ve long known (whether we use it or not) about the “sales process.” Virtually every organization has some variant of a sales process with stages we move through and, possibly, critical activities we should be executing within each stage. Usually, these are all focused on what we have to do to achieve our goal–getting a [.].

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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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What is Customer Satisfaction (CSAT) Score – Definition, Calculation, Benefits, and More

SurveySensum

What is CSAT Score: The Meaning. What is the importance of the CSAT Score? Types of CSAT survey questions. Rating scale questions. Binary scale questions. Likert scale questions. Semantic differential questions. How to calculate the CSAT score? When should you send a CSAT survey? After webinar. After product purchase. After onboarding. Product feature adoption.

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If you want to be the best you can be, forget about customers – think Partners.

Customer Think

Introduction One of the most profound shifts you can make in your career as an advisor is to stop thinking of the people you cooperate with as customers, and start thinking of them as collaborators and partners. When you make this shift, you naturally stop thinking in terms of what products you should be selling […].

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Research: Nearly 30% of unvaccinated workers would consider lying about their vaccination status

Qualtrics

New research from Qualtrics revealed that nearly 30% of unvaccinated workers would consider misrepresenting their vaccination status or fabricating documents for a variety of reasons including keeping their jobs, eating out, flying on an airplane, going to the gym and more. These findings come at a time when many Americans are considering whether it’s safe to resume daily activities — including traveling and shopping for the holidays — where their own safety is dependent on others following COVI

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Ada Announces Rebrand and Launches Suite of New Product Features to Support Global Expansion

Customer Think

Latest CX Partnership Integration Enhances Brand Interactions, Builds on Company Momentum.

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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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The 3 Biggest Webinar Myths

SugarCRM

Webinars that are used for demand generation are a well-known tactic for attracting a targeted audience to educate them on how they can learn, achieve and improve business or technology challenges. They are an elegant way to go beyond sound bites and tell a story that can inspire attendees to want to have a conversation or demo after the webinar, which is when to start the sales process. .

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Some surprising statistics about customer loyalty and my Offer You Can’t Refuse model

Customer Think

November 16, 2021. Add to rss feed. SRM is a leading adv.

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The power of scarcity as a marketing tool

MyCustomer Experience

TConsumers do insane, possibly dangerous things when they feel a threat to their resources. In particular, highly commoditized resources we. 18th Nov 2021. By Colin Shaw Founder & CEO.

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5 Reasons Why Colleges & Universities Need Live Chat & Chatbots

Comm100

Unless you’re living under a rock, you’ll have heard of, and likely used live chat. You have probably interacted with chatbots too, knowingly or unknowingly. In both cases, students definitely have. Today’s students are digital nomads. Technology doesn’t only come easy to them – it’s where they want to interact. If colleges and universities want to improve student engagement and retention, they need to be where they are – online.

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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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The Most Powerful Tool, But Do You Understand Why?

MyCustomer Experience

TConsumers do insane, possibly dangerous things when they feel a threat to their resources. In particular, highly commoditized resources we. 18th Nov 2021. By Colin Shaw Founder & CEO.

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What is Customer Support Experience and How to Improve Upon It

Aquire

Customers love enjoying your products and services. But there is something very important that they expect from their beloved brands—an exceptional customer support experience. Companies spend millions of dollars every year just to make sure they provide unforgettable experiences to all their customers. For some customers, a solid customer support experience is even the clincher.

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HoduCC wins 2021 CUSTOMER Contact Center Technology Award by TMC

Hodusoft

HoduCC wins 2021 CUSTOMER Contact Center Technology Award by TMC. We are still a few months away before we can bid adieu to 2021, but it seems the HoduSoft team has much to thank its customers and partners for. HoduCC, our Omnichannel Contact Center Software has been recognized with the 2021 CUSTOMER Contact Center Technology Award by Technology and Maintenance Council (TMC).