Wed.Sep 29, 2021

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How to Use Voice AI to Empower Live Agents

Customer Think

Your call center agents are the lifeblood of your contact center. They have a huge responsibility to represent your brand during a customer’s time of need and frustration, all while actually solving a customer service issue in real-time. Now that’s a tall order. Whatsmore, positive and negative experiences with your call center agents have a […].

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Best in Class Versus Best in Industry

Shep Hyken

Here is an interesting idea. Most businesses are competitive. They want to be better than their competition. Sometimes they try to out-service their competition. Sometimes they lower their prices to beat their competition. The point is that they are only looking at the competition. What if they looked beyond the competition? What if they looked at the world?

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7 things you can learn from Walmart about CX

Steven Van Belleghem

Follow the data. Predicting and managing the supply chain in the most accurate and efficient of manners, became an enormous asset to offer the best customer experience in the COVID-19 era. And so the retail giant has successfully invested a lot in creating an intelligent flow in a fully integrated data system. An example are the “internet of things” sensors across over 2,200 trailers to give real-time information around the quality and freshness of its deliveries.

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Brand Trust Can Make or Break a Business – How to Build and Maintain

Customer Think

Brand trust is something that a business cannot simply purchase and is built throughout a company’s interactions with its consumers. Everything from the first website or store visit to customer service requests has an effect on brand trust and how a consumer views a company. Solid brand trust is one of the most important aspects […].

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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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058: Creating a Tattoo Worthy Brand

The DiJulius Group

Chief Revolution Officer John DiJulius of the DiJulius Group talks with the legend of corporate culture, Chuck Runyon. Chuck is the CEO and co-founder of Self Esteem Brands, LLC, Anytime Fitness, Waxing the City, The Bar Method, Basecamp Fitness, Provision Security, Healthy Contributions, and Nutrition U. Chuck has created one of the most amazing internal.

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How SMB Retailers Can Boost Sales With These Visual Merchandising Techniques

Customer Think

If you want to design visual merchandising that successfully boosts sales, start by asking: Who are your customers? What makes them happy? and Why your brand? Answers to the above questions will reveal the true essence about your products or brand that appeals to your customers’ particular lifestyle, or the lifestyle they emulate. Successful visual […].

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Digital Transformation in Customer Service – Navigating Security Threats (Part 4)

Comm100

We’ve now reached the fourth and final part of our series exploring Digital Transformation in Customer Service. So far in the series, we’ve covered: Why You Can’t Afford to Ignore It , introducing the many benefits of digital transformation in customer service, including reduced costs, improved CSAT scores, improved efficiency, and much more. The Building Blocks for Successful Digital Transition , exploring strategies for boosting success in a customer service transformation. 5 Customer Service

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Moving From Product Features To Insight

Customer Think

Recently, I was doing a workshop with a really great sales team. We were talking about how to engage prospects and customers more effectively. They enthusiastically embraced the idea that we have to talk about what customers are interested in; we have to engage customers in issues critical to them and their business. But [.]. The post Moving From Product Features To Insight first appeared on Partners in EXCELLENCE Blog -- Making A Difference.

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What to do About Platform Sameness

Conversation Agent

Current subscribers will remember at some point I was looking into platforms (see tools) for the future of the letter. Things I'm considering are: fees per number of subscribers, ease of use and communication, community component. To that list I'm adding easy ways to pay. It still feels like many of the platforms I looked into are in flux. When/if you consider a move from one platform to the other, think about the back-end, too.

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Why Marketers Shouldn’t Ignore “Out-of-Market” Prospects

Customer Think

If you've ever visited California wine country, you may have fantasized about owning a vineyard. Acres of trellised grapevines laid out in neat rows create an idyllic landscape, like the one shown in the above photograph. Of course, the reality is th.

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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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Episode #160: Building a Better Pancake Batter

Sprinklr

Three customer experiences for the price of one. We start with a brilliantly-designed pancake batter container, move on to a customer support story featuring missing bricks, and end with a not-so-great headphone repair. It’s pancakes, pieces, and pods as we explore how small interactions can make a big difference. See all CXM Experience podcasts. The CXM Experience on Apple Podcasts.

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How Going Cashless Enhances Customer Experience

Customer Think

Everyday, a new venue goes cashless, be it a major league sports stadium, an amusement park or even a hotel. This trend suggests that the future of payments is cashless which means physical currency will slowly be phased out of circulation. Source: Visa The advantages to businesses are quite obvious, they get secure and instant […].

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The Next Normal: Building Back Better CX

MyCustomer Experience

TTTEC EMEA recently published a white paper exploring The Next Normal - how to build back better customer relationships after the pandemic. 29th Sep 2021. By Neil Russell-Smith Head of Marketing, EMEA.

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Hidden Sales Competition and Why it Could Happen to You

Customer Think

I recently took these pictures of mushrooms on our property that I had not seen prior to this year. Bright reds, bright oranges, whites and more. After living on this property for the past twenty years, it really surprised me that these bri.

Sales 72
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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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Building bots for success: The custom bot that saved logistics platform Stuart over 2.5k hours per week

Intercom, Inc.

It’s more evident than ever that the key to strong, scalable customer support that both delights your customers and moves the needle for your business boils down to one thing: creating a support experience that strikes the right balance between being personal and efficient. If your support team is answering question after question as they roll in, scaling your support and driving bottom-line business impact will be a challenge.

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Dare to Rethink What’s Always Been Done: A Case Study in Rethinking the Wait

Customer Think

Can I please ask: what’s with all the old magazines in waiting rooms? For my whole life (and probably yours), old and dog-eared magazines have been a part of my doctor, dentist and hospital visit experience. Not only are the magazines old, but I.

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5 Steps Support Teams Can Take To Get Product Bugs Fixed

Help Scout

Bugs are inevitable. No codebase is perfect, and even the best engineers can’t predict with 100% certainty what will happen with each new release. Though many bugs are caught shortly after deployment, many are also found by customers over time. Since customer support professionals are the main point of contact for customers, they’re often the ones who customers report bugs to — and who work on the customers’ behalf to get them resolved.

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Everyone is in the Hospitality Business | Customer Experience Excellence – The Airbnb Way

Customer Think

This is the third in a 5-part series. This week we continue to journey through key concepts found in my 10 leadership books. Let’s rejoin our brisk review of my book titled The Airbnb Way – 5 Leadership Lessons f.

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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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Freshly picked integrations

Zendesk

Here are the newest integrations from Zendesk to help your team provide great experiences. Zoom Phone by Faye Digital. Zoom Phone by Faye Digital (Support) lets you make, receive, and track calls to Zoom Phone all within Zendesk. With Zoom Phone by Faye Digital, you can see when calls are coming in, call users, and see when and how long calls were. You can see if the call coming in is from a requester or an agent within Zendesk at a glance.

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Latest data on the size of tech stacks, er, app portfolios, and a philosophical question about shadow IT

Customer Think

Productiv, a SaaS management platform (SMP), published a report on The State of SaaS Sprawl in 2021. Since Productiv’s software manages the tech stacks — or “app portfolios”, as they like to call them — of hundreds of organizations, the data in their r.

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Certified Questions: Expert-designed, more reliable results

Qualtrics

Certified Questions prepare organizations to be inclusive and exhaustive, without exhausting your targeted audience. In the world of research, it has become imperative that we capture the right voices. Traditionally, identifying those voices was performed by researchers through the use of demographics questions. Fast forward to today, technology enables any user to ask questions of anyone.