Adrian Swinscoe
OCTOBER 28, 2021
Todayâ??s interview is with Jon Picoult is founder of Watermark Consulting, a leading customer experience advisory firm, and author of a new book: FROM IMPRESSED TO [â?¦]. The post 12 principles for turning customers and employees into lifelong fans â?? Interview with Jon Picault of Watermark Consulting first appeared on Adrian Swinscoe.
Inside Customer Service
OCTOBER 28, 2021
"How do you define leadership?" That's the question I posed to the self-described leadership expert. I had just met him at a conference. He told me he had spent the past 20 years delivering keynote speeches on leadership and had written several books, so I thought this would be an easy question for him to answer. It wasn’t. He stopped and started, struggling to find the right words.
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Fonolo
OCTOBER 28, 2021
Call center agents do much more than answer the phone. To achieve their performance goals , agents must be excellent problem solvers, expert rapport builders, and highly empathetic to the challenges of their customers. That’s why soft skills are so important in this line of work. To keep your customers happy, your contact center needs to know what types of transferable skills to look for in new hires, while also supporting the development of these same skills in your existing team members.
Customer Think
OCTOBER 28, 2021
The most ambitious companies know that it’s not enough to be loved ‘just’ by their existing customer base. Think about brands like Ritz-Carlton; even if you haven’t stayed at a Ritz before, I bet high quality and a stellar reputation come to mind the moment you hear the name. This sort of prestige isn’t just […].
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Beyond Philosophy
OCTOBER 28, 2021
Is Customer Experience dying? Maybe it is. At the very least, Customer Experience is dying as we know it. I recently discussed whether Customer Experience is dying on LinkedIn Live with two other Customer Experience champions, Joe Pine, co-author of The Experience Economy , and Lewis Carbone, Customer Experience expert and speaker, and founder of ExpereinceEngineering.
Customer Think
OCTOBER 28, 2021
As a thriving business, you are always looking for new ways to keep your customers satisfied and coming back for more. Unfortunately, a lot of businesses spend countless hours managing customer support tickets when they could be using their valuable time and resources creating an online knowledge base to delight (and educate) customers. By having […].
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Help Scout
OCTOBER 28, 2021
Zendesk is the biggest, but that doesn’t mean it’s the best. Check out our list of 9 Zendesk alternatives to consider for your support team.
Customer Think
OCTOBER 28, 2021
“Relationship Selling” is a term that has been bandied about for decades and means, as is so often the case with sales terms, different things to different people. It also has meant different things at different periods. Many things about this have remained the same while others have been—and are—changing. Over the years, I have […].
Comm100
OCTOBER 28, 2021
As higher education institutions look for new ways to engage their students, many are turning away from traditional phone support to invest in accessible and mobile-friendly technologies like live chat. Live chat allows students to reach out on their own terms using their preferred method of communicating. However, while live chat offers many benefits for both students and schools, it’s even better when paired with automation, and particularly AI chatbot s.
Customer Think
OCTOBER 28, 2021
How is Your Company Data Defined? Companies like data – they love it – but their relationships with it can be pretty complicated. For one thing, lots of companies gather data without mapping out the paths to their end games, or data goals. And for another, many organizational leaders don’t treat their data relationship, like […].
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.
CX Network
OCTOBER 28, 2021
Insights on what companies can do to mitigate the CX impacts of the Great Resignation trend that has been triggered by the Covid-19 pandemic.
Customer Think
OCTOBER 28, 2021
Did you know? 80% of buyers look forward to online searches before buying anything. With the significant growth in e-commerce and online research, it’s no surprise that most consumers now conduct their initial search before they buy anything. In the USA alone, a consumer spends an average of 2 hours and 51 minutes a day […].
SugarCRM
OCTOBER 28, 2021
Salespeople and marketers should work closely and collaboratively when they implement account-based marketing strategies. However, the two teams are often at odds and don’t share the same goals. At Sugar, we knew there was a way to ditch the blind spots and roadblocks that prevented our marketing and sales teams from working together to drive more pipeline.
Customer Think
OCTOBER 28, 2021
Insurance software integrates and streamlines disparate business systems and creates a unified view of policies, processes, and customers. A number of insurance agencies across the globe are already enjoying the benefits of insurance management software. However, despite its growing popularity, myths concerning insurance software solutions and their implementation still exist.
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.
MyCustomer Experience
OCTOBER 28, 2021
WAre any of you out there living with teenagers? I feel your pain, with one kid just moving out of the “danger zone” (ie turning 20) and. 8th Nov 2021. By Claire Sporton CX Innovation and Consulting.
Customer Think
OCTOBER 28, 2021
You may presently run an office or shop that manages all of your company operations and the distribution of your items to consumers. However, if you want to speed up sales, cut costs, and improve profit margins faster for your business, an eCommerce website can help. The Internet is a major platform for educating the […].
MyCustomer Experience
OCTOBER 28, 2021
2Yes, marketing has reason to flex. A confluence of growth pressure, politics, purpose, and the pandemic generated business turbulence this. 28th Oct 2021. By Forrester Independent research and advisory firm.
Customer Think
OCTOBER 28, 2021
If you’re considering insourcing your inside sales to save money, you may want to think twice. Why? Because any short-term gains could cost you more in the long run. We’re all familiar with outsourcing — the practice of hiring an established third-party workforce to perform specific tasks on the company’s behalf. Many B2B companies have […].
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
MyCustomer Experience
OCTOBER 28, 2021
TWe may be done with the pandemic, but it is not done with us. The fallout and associated economic upheaval will radically change the ways. 28th Oct 2021. By Forrester Independent research and advisory firm.
The DiJulius Group
OCTOBER 28, 2021
Have you ever felt like your doctor’s office missed the mark on service? Let’s face it: they’re probably just as bad as your accountant and lawyer. Here are the top four reasons why the majority of businesses in the medical, financial, and legal industries are so archaic in the client experience they deliver. 1. Abundance. Read Full Article.
MyCustomer Experience
OCTOBER 28, 2021
IIs Customer Experience Dying? The Pioneers of CX Discuss Is Customer Experience dying? Maybe it is. At the very least, Customer Experience. 28th Oct 2021. By Colin Shaw Founder & CEO.
Aquire
OCTOBER 28, 2021
This post is covering the most important live chat facts that will skyrocket business growth in the years to come. Live chat is gaining popularity and is growing at a tremendous rate because of its various benefits. Implementing live chat software not only boosts conversions and sales but also streamlines the customer support process and reduces operational costs.
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
Customer Bliss
OCTOBER 28, 2021
Have you ever played service roulette? Here’s how it goes: you’ve got a problem, and you call in or chat in, or tweet out the problem. The more urgent the issue, the more direct communication you want. During your first conversation, you explain your problem and get told immediately, the reasons for your predicament, the company’s stance on the matter, and the rules of the road.
MyCustomer Experience
OCTOBER 28, 2021
WGetting that elusive single customer view Most retailers have a broad idea of who their customers are – generally, it’s a fairly fuzzy. 28th Oct 2021. By Emma Newman Client Success Director.
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