Inside Customer Service

AUGUST 19, 2021

"We had $1 million in preventable returns last year." The executive who shared this shocking figure explained that his company had recently entered the consumer market for home improvement tools. The preventable returns were tools that worked perfectly well, but confused customers couldn't figure out how to use them. The company had failed to anticipate that consumers wouldn’t be savvy users like the professionals who had used its tools for years.

Retail 147

Retail Start-ups Customer Service Sales 147

Fonolo

AUGUST 19, 2021

If you’ve ever experienced burnout, you know how catastrophic it is. Burnout is a mix of feeling exhausted, negative, and distant from your job all at once. It also results in reduced efficiency at work, which in turn affects a company’s customer satisfaction and profits. Unfortunately, burnout is quite common in the United States. Almost half of US workers report feeling burnt out sometimes , while another 23% report feeling burnt out often.

Contact Center 148

Contact Center Customer Satisfaction Technology Technology 148

Heart of the Customer

AUGUST 19, 2021

The jostling we’ve seen in the CX tech marketplace over the past few weeks ? and discussed in previous posts ? is going to impact more than just the SaaS (software as a service) companies in play. It’s going to impact you…and the way CX is practiced going forward. This slew of recent transactions (such […]. The post Tech Innovations Will Raise Expectations appeared first on Heart of the Customer.

Innovation 117

Innovation CX Customer Experience Management Technology 117

Customer Think

AUGUST 19, 2021

When it comes to selling products and promoting your firm, affiliate marketing is an essential part of the sales process. As affiliate marketing efforts grow, people are discovering the areas that are having the biggest impact. In a world that’s becoming ever more reliant on technology, one thing that’s inevitably making a difference is the […].

Sales 124

Sales Technology Technology 124

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Beyond Philosophy

AUGUST 19, 2021

My podcast partner, Professor Ryan Hamilton of Emory University, and I were honored to celebrate our 200th podcast , The Intuitive Customer. To mark the occasion, we each chose three of the best episodes from the first 200. Here are our picks and the key things we learned from each. Colin’s Picks: How Apple Uses Psychology To Construct An Outstanding Experience.

Customer Experience 103

Customer Experience Construction Technology Technology 103

Customer Think

AUGUST 19, 2021

TweetLinkedInShareEmail Account-based Marketing (ABM) continues to revolutionize the B2B marketing landscape, and, yet, if you ask 10 marketers (or even 10 “ABM Experts”) to define ABM and what constitutes an ABM campaign, you’d likely get 10 different.

B2B 116

B2B 116

Customer Think

AUGUST 19, 2021

C-store data used to be limited to weekly delivery (at best) focused in sales and trend, but with little to no detail and even less chance for understanding how consumers shop and the choices they make in-store. Those days are gone. New data acquisition and analysis capabilities for c-stores are helping not only a wider […].

Sales 105

Sales 105

Logicalware

AUGUST 19, 2021

With so much attention placed on customer experience in the contact centre, the needs of agents can often get overlooked. But agent experience is so tightly tied to customer experience that it’s impossible to successfully deliver one without the other. Below are five statistics that demonstrate just how important agent experience is to achieving customer satisfaction and reducing operating costs.

Sentiment Analysis 78

Sentiment Analysis Engineering Technology Technology 78

Customer Think

AUGUST 19, 2021

Over four billion people use email. According to Statista, that number could reach an estimated 4.5 billion by the year 2024. The reach that email marketing offers is massive. This is why more businesses are exploiting the advantages of email marketing to reach customers. Email marketing is so important to customer retention that you’re missing […].

Customer Retention 89

Customer Retention Customer Loyalty 89

Myra Golden Media

AUGUST 19, 2021

People are funny when it comes to their money. I am too. When a customer starts an order but doesn’t complete the purchase or cancels, the authorization often hangs around for days. And customers can get mad about this. One of my subscribers, Sheldon, wrote in asking me for help scripting a response for what to say when a customer is upset about a credit card hold.

Customer Experience 62

Customer Experience 62

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

AUGUST 19, 2021

Rethinking the ROI of CX Articulating the return on investment (ROI) of Customer Experience efforts is a recurring theme among CX professionals. As I moderate panels on webinars and sit as a guest.

CX 84

CX Customer Experience 84

Lightico

AUGUST 19, 2021

What does the future look like for regional and community banks? Banking executives from across the United States discussed the unique challenges they face in competing against their larger counterparts, what they’re doing to adapt to recent trends, and how they can gain the highest return from their technology investments. In a discussion moderated by Banking Dive’s Anna Hrushka, executives from CNB Bank, Stockman Bank, and Quontic Bank, spoke about the ways they’re continuing to position

Real Estate 52

Real Estate Innovation Gaming Customer Loyalty 52

Customer Think

AUGUST 19, 2021

Companies across the broad spectrum of industries are increasingly embracing the cloud. Of course, this remains a terrific development, but not without its concerns. Security, much like with any other digital offerings, poses a huge question for most businesses on their journey towards the cloud. While the security landscape is constantly evolving, there is one […].

Technology 83

Technology Technology 83

The DiJulius Group

AUGUST 19, 2021

Want to take your company from having good customer service to world-class customer service? Who doesn’t, right? Now, in order to do that, you’ve got to be able to do one of the most critical parts: measure your company’s customer experience. By having those metrics in place, your team is aware of what that goal. Read Full Article. The post Measuring Your Customer’s Experience: Transform Your Customer Service From Good to World-Class appeared first on The DiJulius Group.

Customer Service 52

Customer Service Customer Experience 52

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

AUGUST 19, 2021

Innovative contract ingestion, artificial intelligence (AI) and machine learning (ML) capabilities enable companies to accurately uncover insights into contracts.

Artificial Intelligence 64

Artificial Intelligence ML Machine Learning Innovation 64

SugarCRM

AUGUST 19, 2021

People are more attentive when they find their name in the subject line of an email. After reading the subject line, their attention immediately jumps to the sender field. Who is the sender? How does the sender know them? Better yet, how does the recipient know the sender? When it’s a company they trust and recall past interactions with, the sight of one’s name in the subject line is reassuring.

Artificial Intelligence 49

Artificial Intelligence AI 49

Customer Think

AUGUST 19, 2021

This is the fourth post in a series titled “Customer Experience IS Team Member Experience.”. Earlier posts in this series looked at employee engagement’s research history, defined it in behavioral and attitudinal terms, and rev.

Customer Experience 52

Customer Experience 52

MyCustomer Experience

AUGUST 19, 2021

PApple launched its Air Tags to help you find your lost items, like your keys or briefcase. Although I have other manufacturer's versions of. 19th Aug 2021. By Colin Shaw Founder & CEO.

Manufacturing 40

Manufacturing 40

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

Retail

Customer Think

AUGUST 19, 2021

Database enables users of the platform access to experts across a range of fields, including: sales, marketing, keynote speaking, leadership development and more.

CRM 52

CRM Sales 52

MyCustomer Experience

AUGUST 19, 2021

PApple launched its Air Tags to help you find your lost items, like your keys or briefcase. Although I have other manufacturer's versions of. 19th Aug 2021. By Colin Shaw Founder & CEO.

Manufacturing 40

Manufacturing 40

Intercom, Inc.

AUGUST 19, 2021

?. This month, Intercom turns 10 – a number that feels simultaneously too big and too small. We’ve come from a few founders with an aha moment to over 700 people working towards a clear mission. We’ve shipped countless features, invented and reinvented our Messenger, and then reinvented it some more. We’ve gone from lots of processes to no process to, finally, a sweet spot in the middle.

Start-ups 178

Start-ups Engineering Legal Sales 178

Help Scout

AUGUST 19, 2021

When a customer hits a snag while using your product, the first thing they interact with won’t likely be a helpful member of your team — it’s more often a knowledge base article. Much like your front door, you want to make your knowledge base articles as welcoming and friendly as possible. By defining and following knowledge base best practices, your team can ensure that this integral part of the customer experience is as helpful and impactful as possible.

Start-ups 125

Start-ups Education Engineering Customer Experience 125

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

CX