Inside Customer Service

NOVEMBER 17, 2022

Accountability is difficult. Some managers want to avoid a confrontation. Others struggle with timing in a fast-paced environment. For a few managers, accountability discussions feel like the first step towards inevitably losing an employee. Have you tried replacing someone right now? It's hard. A LinkedIn post asked managers to share what they find most difficult about holding customer service employees accountable.

Customer Service 208

Customer Service Start-ups 208

Callminer

NOVEMBER 17, 2022

Agents play a significant role in customer satisfaction. Read this blog for tips and best practices to improve frontline agent experience, including effective onboarding, ongoing training and more.

Customer Satisfaction 182

Customer Satisfaction 182

Intercom, Inc.

NOVEMBER 17, 2022

We talk a lot about scaling when there’s VC funding involved, but bootstrapping is a whole other game. When there’s no outside capital flowing in to help you grow quickly, you need to be scrappy, ruthless in your priorities, and, let’s be frank, have a high risk tolerance and unwavering perseverance to pick yourself up back up again, and again, and again.

Start-ups 118

Start-ups Gaming Sales Engineering 118

Customer Think

NOVEMBER 17, 2022

The customer service industry is used to a lot of talk about the voice of the customer in marketing literature and in the media. If we could make that collective voice literal, I think it would sound something like this: “Hey, it’s me – your customer. At this point you should know me and understand […].

Voice of the Customer 128

Voice of the Customer CX Customer Service 128

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 Loyalty

CSAT.AI

NOVEMBER 17, 2022

Automation covers technologies across many processes and fields. In regard to customer service it’s using technologies instead of people to accomplish both customer facing and back end tasks. Customers are leaning into automation according to McKinsey research. Though the majority surveyed (79%) use the telephone to connect to service, it’s also the channel that most (75%) don’t want to use in the future.

Customer Service 127

Customer Service Sentiment Analysis Contact Center AI 127

Customer Think

NOVEMBER 17, 2022

Managing customer relationships is fundamental for growing startup businesses. They need to interact with clients at various stages of their journey, from making initial contact, for example, by sending them a digital business card, to finalizing a transaction. They also need to collect feedback and ensure successful customer retention. Like most business processes nowadays, customer […].

CRM 120

CRM Customer Retention Customer Relationship Technology 120

Customer Think

NOVEMBER 17, 2022

I published my first thought piece on CustomerThink.com back in April 2017, over 5 years ago. I was lucky enough to be asked to become a regular article writer and adviser later in 2018. As we draw towards the end of a turbulent year in the UK, I thought I’d reflect on my messages over […].

Customer Experience 111

Customer Experience Customer Loyalty 111

Beyond Philosophy

NOVEMBER 17, 2022

The world is crazy. There’s a war in Ukraine. The UK has a cost-of-living crisis as energy prices are rising, and loads of people are moving into fuel poverty. There’s inflation, strikes, and the looming threat of a recession and catastrophic climate change. The current environment I describe is very stressful, with many things you cannot control, which makes a few things on the path forward uncertain.

Gaming 78

Gaming Start-ups CX 78

Customer Think

NOVEMBER 17, 2022

2022 has taken the customer experience journey on quite the expedition. As the world attempts to deal with numerous climate disasters, war, a cost of living crisis and a soon-to-come recession, customer satisfaction has reached a fragile point in the customer service sphere. A new study has shown 60% of customer service managers say this […].

Customer Service 103

Customer Service Customer Satisfaction Customer Experience 103

MyCustomer Experience

NOVEMBER 17, 2022

Imagine you decide to hold a party and invite all of your customers. Aside from the logistics of fitting them into an acceptable space, one. 17th Nov 2022. By ElementalCoSec Director.

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Customer Think

NOVEMBER 17, 2022

With Black Friday around the corner, every business is looking for new ways to market its products and services. After all, Black Friday (BF) is that part of the year when you can easily boost your sales and increase your profit. So what exactly is Black Friday, and why is it so special for marketers? […].

Sales 69

Sales 69

CX Network

NOVEMBER 17, 2022

Why a one-size-fits-all approach does not work when attempting to deliver best-in-class customer experiences.

Customer Experience 52

Customer Experience 52

Customer Think

NOVEMBER 17, 2022

The world is getting back to normal, which means two things: Vendors are shifting back to in-the-flesh conferences, and I’m writing again. The convergence of these two facts leads to me cranking out a short blog about SugarCRM’s Analyst Summit, held No.

Technology 69

Technology Technology 69

CX Network

NOVEMBER 17, 2022

New insights identify 10 consumer bugbears for ecommerce merchants to address ahead of Black Friday.

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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

NOVEMBER 17, 2022

KPIs (key performance indicators) are an integral aspect of measuring the success of any business objective. From evaluating how effective a business phone is for small businesses, to monitoring the success of a social media campaign, KPIs provide businesses with the metrics for measuring exactly what they’ve achieved from point A to point B within […].

Social Media 69

Social Media 69

Zendesk

NOVEMBER 17, 2022

CEOs are getting nervous. According to a quarterly survey of business leaders conducted by the Conference Board , 98 percent of U.S.-based CEOs say they are preparing for an economic recession over the next 12 to 18 months. European leaders are even more fearful—99 percent believe a recession is imminent. “CEOs are now preparing for near-inevitable recessions in both the U.S. and Europe,” Roger W.

Engineering 97

Engineering Manufacturing Social Media Omnichannel 97

Customer Think

NOVEMBER 17, 2022

Brad Bolino emailed me a link from a recent Wall Street Journal article titled, "Millennials are Changing What it Means to be Successful in Sales.". I read the article three times to make sure I wasn't rushing to judgement, didn't experience.

Sales 59

Sales 59

SugarCRM

NOVEMBER 17, 2022

With the travel industry back open for business, many tourism and booking operators are grappling with the seismic customer shifts during the pandemic and the need to provide a frictionless customer experience that delights across all touchpoints. The tourism industry has always had a strong focus on meeting customer needs. Travel and tourism operators have always found ways to meet customers’ needs, whether finding flights and routes that aren’t available to consumers directly, seeking out the

CRM 26

CRM Machine Learning CX Customer Retention 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

Customer Think

NOVEMBER 17, 2022

In recent years, we have seen significant growth in on-demand delivery services. For every business, there is an alternative online app. On-demand grocery delivery apps also have a huge demand. According to reports, the on-demand grocery delivery app market is expected to grow to $94 billion this year. The demand for grocery apps is increasing […].

Technology 59

Technology Technology 59

Customer Think

NOVEMBER 17, 2022

Blockchain is a distributed ledger of transactions grouped in blocks. Each block contains a cryptographic hash of the previous block, a timestamp, and transaction data. The blockchain is decentralized, meaning no central administrator or third party executes or verifies transactions. Instead, all nodes on the network participate in maintaining the ledger and verifying transactions.

Outlook 59

Outlook Technology Technology 59

Customer Think

NOVEMBER 17, 2022

Showpad continues to expand solution offerings, following recent recognition by Independent Research Firm.

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