Beyond Philosophy

APRIL 23, 2021

Emotions rule your customers’ buying decisions. Sure, their rationality weighs in sometimes, too, but often, it’s the emotional side that drives customers to buy. These two parts of us, the emotional and the rational represent the two ways of thinking that serve as the foundation for understanding customer behavior. Knowing how these two systems of thinking work together and, in some cases, against each other to make decisions is vital to achieving customer-driven growth.

Government 174

Government Customer Experience Management Customer Experience CX 174

Myra Golden Media

APRIL 23, 2021

Was This Helpful? I’m asking you because I share ideas like this weekly to my private email list. Signup here to get help improving the sound, feel, and flow of your customer interactions.

Customer Experience 126

Customer Experience 126

Customer Think

APRIL 23, 2021

A new product, process, service or experience improvement should always start and finish with the intended end user or customer in mind, shouldn’t it? Why is it that we still see market launches that are developed by extremely clever people in product planning, product management, engineering, UX, or even design, that don’t stand the test […].

Engineering 131

Engineering Innovation Customer Experience 131

Taylor Reach Group

APRIL 23, 2021

By Peg Ayers. When your contact center manager leaves, or you create a new management position, you should always look for a long-term replacement, right? Not necessarily. While a long-term replacement is often the right move, sometimes it’s better to transition with an interim manager. An interim manager is an experienced contact center manager who leads your center for a defined length of time, perhaps three to six months, and then turns over the reins to a new long-term manager hired or pro

Contact Center 123

Contact Center Customer Relationship Management Education Start-ups 123

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Customer Think

APRIL 23, 2021

I originally wrote today’s post for GetFeedback. It appeared on their site on February 26, 2020. One of the biggest mistakes companies can – and do – make with customer feedback is to do nothing at all with it. Remember the old Gartner statistic: 95.

Customer Feedback 112

Customer Feedback 112

Customer Bliss

APRIL 23, 2021

Global Gurus’ list for World’s Top 30 Customer Service Professionals for 2021 came out recently, and I wanted to use it as an opportunity to highlight some of my friends and colleagues who are not only on the list, but who have shared their wisdom on my podcast. (And, of course, I appreciate Global Gurus for including me on the list once again!

Customer Experience 109

Customer Experience Sports CX Technology 109

Zendesk

APRIL 23, 2021

On your journey to sales greatness, a little inspiration is necessary at times. Whether you’re struggling to meet your targets, feeling bummed after a harsh rejection, or finding it difficult to focus, a few encouraging quotes can help you power through those challenging days. So, we’ve compiled our favorite sales quotes from the likes of Zig Ziglar, Jeffrey Gitomer, Richard Branson, Jill Konrath, and more—all categorized by common obstacles salespeople face: Productivity quotes for knocking out

Sales 98

Sales Outlook Start-ups Construction 98

Execs In The Know

APRIL 23, 2021

The onset of coronavirus required us all to become crisis management experts overnight. Now, after more than a year of upheaval and change, the world is opening back up – giving us a unique opportunity to capitalize on what we learned to ease the journey into our “new normal.”. The pandemic crisis forever changed the way we live and work. Our own personal and professional experiences leave no doubt that the societal impact of Covid-19 heightened anxieties.

Innovation 93

Innovation CX VOC Outlook 93

Customer Think

APRIL 23, 2021

Value Washing Try googling Value Washing. You get washing machines. Which is not what we mean by Value washing a term first used by co-author Prof. Philip Sugai of Doshisha University in Japan in his 2019 arti.

Customer Loyalty 90

Customer Loyalty 90

The Contact Company

APRIL 23, 2021

Although it may sound obvious, many brands focus on the negative reviews and fail to follow-up on the positive ones. Both need to be responded to, but for different reasons. […]. The post Why Responding to Positive Reviews is Important (and How to Do it Well!) appeared first on The Contact Company.

Customer Satisfaction 64

Customer Satisfaction Customer Service CX Customer Experience 64

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.

Retail

Customer Think

APRIL 23, 2021

The SaaS world has “discovered” a something new to drive revenue growth. They’ve labeled this innovative approach, “product led growth.” This has led to gems of “wisdom,” “PLG is an end user focused growth model that relies on the product itself as the primary driver of customer acquisition… PLG companies are able to grow faster [.].

Customer Acquisition 86

Customer Acquisition Innovation Sales 86

The Contact Company

APRIL 23, 2021

Although it may sound obvious, many brands focus on the negative reviews and fail to follow-up on the positive ones. Both need to be responded to, but for different reasons. Negative reviews need to be responded to in order to repair a relationship with your customer, while responding to positive reviews helps build upon an existing positive relationship.

Engineering 52

Engineering Customer Retention Customer Service Customer Satisfaction 52

Customer Think

APRIL 23, 2021

Without doubt, every business needs a go-to-market (GTM) strategy. Prepared with rigour and attention to detail, it will act as your blueprint for doing business, providing both the foundation and direction for all key business imperatives, from revenue and sales to marketing and partners, focusing on individual teams and cross-functional departments.

Sales 72

Sales 72

Qualtrics

APRIL 23, 2021

The past 12 months have changed everything about the way we work, the way we buy, and the way we interact with the brands. As we look forward to what comes next, it’s clear we’re not going back. 18 months of working differently will do that. . We learned to work in new environments, buy through new channels, and engage with the world around us in new ways.

Innovation 26

Innovation Touchpoint Retail Start-ups 26

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.

Voice of the Customer

Zendesk

APRIL 23, 2021

For busy customer service teams, every minute counts. So being able to save over 240 hours a month would count for a lot. And that’s exactly how much time customer service teams handling 20,000 support requests a month can save by using chatbots, according to Zendesk’s user data. Yet fewer than 30 percent of companies have self-service, live chat, social messaging, in-app messaging, bots, or peer-to-peer communities as part of their support, according to the Zendesk Customer Experience Trends Re

Start-ups 40

Start-ups Omnichannel Customer Expectations Customer Service 40

SugarCRM

APRIL 23, 2021

What do companies like Trader Joe’s, Southwest Airlines, and Zappos have in common? They’re all known for delivering excellent customer service. No matter how good a company is at controlling costs, hiring talented employees, and developing innovative products, few brands succeed without putting customers first. With major brands extending their service hours and assisting customers via telephone, email, online chat, and other methods, customer expectations are higher than ever.

Customer Service 36

Customer Service Artificial Intelligence CRM Customer Satisfaction 36