Customer Think
SEPTEMBER 22, 2021
Source: Pixabay Have you ever wondered what is the key to successfully turning business pitches into sales? Many businesses struggle with lesser sales despite putting in a lot of effort into getting in touch with people. One of the main reasons is that we fail to sell to the right people. If someone is not […].
Steven Van Belleghem
SEPTEMBER 22, 2021
The rational way. I think that most people would instinctively gravitate towards the rational way: they assemble an Excel sheet with quantitative data to explain that if management invests in X and Y, the churn rate will decrease by X percent. I have to admit that I’m not a huge fan of that approach. All too often, senior leaders are exposed to customers through PowerPoint presentations with statistical data, like “only 65% of our customers are happy”.
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Customer Think
SEPTEMBER 22, 2021
Is human connection a pillar of your brand? Are your people central to your company’s core values? If so, your customer service should be staffed. Read more. The post Futureproof: Customer Service with a Human Touch appeared first on Interaction Metrics.
Uniphore
SEPTEMBER 22, 2021
Interaction analytics takes unstructured data from customer interactions across multiple channels and harnesses it to let you understand the true voice of the customer. AI-powered interaction analytics gives you real-time insights to guide your agents and optimize the conversation as well as post-interaction analytics to inform customer experience decisions and strategies, automate and improve compliance and quality control, and improve agent performance.
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.
Adrian Swinscoe
SEPTEMBER 22, 2021
Today’s interview is with Shep Hyken, who is the Chief Amazement Officer of Shepard Presentations and a New York Times and Wall Street Journal bestselling author. […]. The post The metric that is more important than NPS and CSAT – Interview with Shep Hyken first appeared on Adrian Swinscoe.
Shep Hyken
SEPTEMBER 22, 2021
Culture is one of the most important parts of customer service and customer experience. I’ve written numerous articles about this and have included a chapter on this topic in my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , which by the way, is finally out. (Shameless plug: Get it today!) . It’s always been my philosophy that customer service is not a department.
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
SEPTEMBER 22, 2021
This post is part of The Supportive , Mathew Patterson’s column for customer service professionals. Your work matters. You matter. Delivering high-quality online customer service day after day is skilled, challenging work. Sometimes people think of support as an “entry level” role, something to be moved through or skipped over, but you know how wrong they are.
Customer Think
SEPTEMBER 22, 2021
Consumers are Back, But Different. Loyalty Should Be, Too. Your customers have returned to you, and you love them thhhhiiiiis much. But how are you measuring that transactional embrace? Companies need to be careful not to confuse customer satisfaction with customer loyalty; two very different measurements. Because while people are returning to stores, hotels and […].
Qmatic
SEPTEMBER 22, 2021
Working as a service provider can be stressful. Numerous walk-in customers, long queues, and unhappy customers can increase the frustrations for employees. In this article, we will share tips on how you can improve the working environment for your staff.
Customer Think
SEPTEMBER 22, 2021
Regardless of their relentless efforts, brands across industries suffer from churn problems in today’s competitive world. As shown in the image below, one of the major reasons why customers leave the company turns out to be poor customer service. What is wrong with customer service today? According to research by SQM Group, 86% of customers […].
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ClientSuccess
SEPTEMBER 22, 2021
Often, a customer’s life in a SaaS vendor organization can start to seem like a series of checkpoints, each leading to the next step in the project. These checkpoints can be in-person meetings, quarterly reviews, weekly calls, or however else your team checks in with customers. While having great, well-planned, and well-executed customer check-ins is crucial for any successful customer success strategy, it’s only the first part.
Customer Think
SEPTEMBER 22, 2021
This is the second in a 5-post series. This week we continue to journey through key concepts found in my 10 leadership books and pick up our exploration of my book titled The Airbnb Way – 5 Leadership Lessons for.
Conversocial
SEPTEMBER 22, 2021
A few weeks ago I appeared on CX legend and friend of Conversocial Dan Gingiss' podcast 'The Experience Maker'. We focused on the needs and expectations of a modern consumer and how to best use messaging channels to meet and exceed those expectations.
Doing CX Right
SEPTEMBER 22, 2021
How do you get customers back to buy again? Read Shep Hyken's actionable tips revleaded on DoingCXRight®? Podcast. The post How To Bring Customers Back (Podcast Summary) appeared first on Doing CX Right.
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.
The DiJulius Group
SEPTEMBER 22, 2021
Chief Revolution Officer John DiJulius of The DiJulius Group talks with Shep Hyken, customer service expert, about his new book, I’ll Be Back: How to Get Customers to Come Back Again and Again. You will learn: How to design and create an experience that gets customers to return again and again. The difference between repeat. Read Full Article. The post 057: I’ll Be Back – How to Get Customers to Come Back Again and Again appeared first on The DiJulius Group.
MyCustomer Experience
SEPTEMBER 22, 2021
IWe all want customers that return and buy more for us. Returning customers often buy more than new customers and require fewer resources to. 22nd Sep 2021. By Colin Shaw Founder & CEO.
Knowmax
SEPTEMBER 22, 2021
7 Omnichannel best practices for enterprises in 2021.
Intercom, Inc.
SEPTEMBER 22, 2021
If you can make something feel easier to do, people will be more likely to do it. That’s the simple thinking behind the latest update to our Messenger, released today. We’ve redesigned the Messenger with an embedded help center experience to help you deliver the best self-serve support – now, your help content is fully searchable and browsable right in the Messenger, so support is always at your customers’ fingertips.
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.
MattsenKumar
SEPTEMBER 22, 2021
Digital natives see technology as an essential component of their everyday lives. The turning to the internet and e-commerce websites for fast satisfaction to replace grocery runs or to get an answer has been ever increasing. As a result, e-commerce websites are exploding in popularity. It is safe to say that the struggle for consumer attention has shifted to the internet.
Comm100
SEPTEMBER 22, 2021
As COVID-19 pushed companies and their customers online, digital transformation has taken over the customer service space like never before. In the first part of our series on Digital Transformation in Customer Service , we looked at why businesses can’t afford to ignore digital transformation. That included getting to the bottom of what digital transformation really is, and how it has transformed customer service for both the customer and the business. .
MattsenKumar
SEPTEMBER 22, 2021
Digital natives see technology as an essential component of their everyday lives. The turning to the internet and e-commerce websites for fast satisfaction to replace grocery runs or to get an answer has been ever increasing. As a result, e-commerce websites are exploding in popularity. It is safe to say that the struggle for consumer attention has shifted to the internet.
Qualtrics
SEPTEMBER 22, 2021
As organizations continue to adapt to the changing world around us, every single business and government has a momentous opportunity to take the customer and employee experiences they deliver to an entirely new level. During XM Live: Succeeding in the Age of Experience Transformation , we were privileged to get a rare glimpse into how iconic brands are building experience-centric organizations to drive business outcomes and success.
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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