Inside Customer Service

DECEMBER 22, 2022

Imagine you had a customer service crystal ball. This crystal ball could magically predict service failures. It would give you just enough time to swoop into action and avoid disappointing customers. While I don't have a crystal ball, I can share three proven techniques that do the same trick. Each of these techniques can help you predict when something will go wrong and give you just enough time to prevent it.

Transportation 210

Transportation Construction Sales Customer Experience 210

Intercom, Inc.

DECEMBER 22, 2022

We are delighted to announce that Intercom has once again been recognized as among the best solutions in a number of Customer Service categories in the newly released G2 Winter Reports 2023. This season, we were rewarded a whopping 101 badges and awards, a recognition of Intercom’s position as a leader in the field of Customer Service. #Humblebrags.

Customer Service 118

Customer Service 118

Customer Think

DECEMBER 22, 2022

Improving interaction with customers is crucial for any business looking to grow and succeed in today’s competitive market. To stand out from the competition, it’s crucial for your businesses to improve customer service and implement client programs that help you connect with your customers. In this article, I’ll show you how businesses successfully manage their […].

Customer Service 126

Customer Service Customer Loyalty 126

Zonka Feedback

DECEMBER 22, 2022

When we talk about making our product successful, the one thing which is the most essential to focus on is Product Experience. Surpassing even the price and design of the product, PX is a super important aspect that users focus on while they use a product. But do you know whether the experience you provide to the users satisfies them or not? Do you know how they perceive that experience and what they think about you and your product?

Customer Experience 98

Customer Experience 98

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Customer Think

DECEMBER 22, 2022

Communication is a critical part of the feedback management process. Truth to be told, the feedback loop ought to begin and end in precisely the same manner: with a cooperation with the client or client who presented the feedback. Sadly, a typical trend among the groups we work with is that they quickly change from […].

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119

CX Network

DECEMBER 22, 2022

This Experts Insights eBook showcases lessons from customer experience (CX) experts who featured at CXN Live: Omnichannel as they explore how customer empathy is an important guide for designing omnic.

Customer Experience 93

Customer Experience Omnichannel CX 93

Beyond Philosophy

DECEMBER 22, 2022

Many of you are no doubt considering your New Year’s Resolutions. You have probably done this more than once. Unfortunately, like many of you, I have made and broken many New Year’s resolutions. Today, we will talk about why this happens and how you can manage these influences to a better outcome in 2023. A typical New Year’s resolution is to lose weight.

Start-ups 78

Start-ups CX Customer Experience 78

Customer Think

DECEMBER 22, 2022

Customer experience strategy guides exceptional experience and bolsters growth. When executed well, it impacts not only your market share, but the entire industry in which you operate. In fact, a well-crafted, consistently deployed CX strategy built to.

Customer Experience 90

Customer Experience CX 90

Zonka Feedback

DECEMBER 22, 2022

If you wish to collect visitor feedback in your mall, how would you do it? Probably place feedback kiosks and mobile devices across the mall so visitors can take the feedback survey. But how many devices would be enough to capture feedback from everyone visiting?

Customer Feedback 52

Customer Feedback 52

Customer Think

DECEMBER 22, 2022

As a math and stats professor, I assign a lot of homework (my cadets can attest to that), but that homework is distinct from the exams I administer. That’s because the purpose of each is different. When we give homework, the purpose is for practi.

CX 80

CX 80

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

SurveySensum

DECEMBER 22, 2022

Did you know Zara doesn’t spend a penny on marketing? And yet, it has the most loyal customer base. . – But, why? Well, one thing that Zara does is, it knows what to focus on and how to make its customers happy. That’s why they take customer feedback SERIOUSLY. . And that’s where VOC comes into the picture. So, what is VOC? Voice of Customer (VOC) – Brief.

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VOC Customer Retention Social Media Close the Loop 52

Customer Think

DECEMBER 22, 2022

What is a user interview & what do we learn from them? User interviews are one of the qualitative research methods used in product research and development to design or iterate on products sold to businesses or individual customers. That means B2B and B2C marketers as well as product teams are usually interested in the […].

B2C 80

B2C B2B 80

InteractionMetrics

DECEMBER 22, 2022

How happy were your B2B customers this year? In 2023, what will you do differently? B2B Customers: The Guide to Building Better Surveys. The reason I ask is that most B2B customers are having mediocre experiences: The software development company ClearlyRated finds that B2B sectors like manufacturing, engineering, and banking have NPS scores in the mid-40s.

B2B 52

B2B Manufacturing NPS Engineering 52

Customer Think

DECEMBER 22, 2022

One key insight I’ve gleaned from our ongoing interviews with CX professionals is that changing the order of the questions you ask can change your entire perspective on measuring the customer journey. By that, I mean the change that occurs when instead.

CX 80

CX 80

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

Uplifting Service

DECEMBER 22, 2022

[link]. What are you going to do with your life? How will you make it count? That’s something I thought about a lot as I developed my new Careology curriculum. It’s designed to create a community of leaders who CARE. And a key part of caring is getting clear on what you care about. In this interview, HR director Nicolas Autrey and I dive deep into those questions.

Start-ups 40

Start-ups Customer Satisfaction 40

Customer Think

DECEMBER 22, 2022

Changes in the retail environment have been drastic over the last few years. As consumer expectations evolve, so must the customer experience. As the integration of the digital and physical world continues, brands need to evolve to catch up. By constantly rethinking the way we shop and anticipating the trends for the future, brands can […].

Retail 72

Retail Customer Experience 72

CX Accelerator

DECEMBER 22, 2022

I can hardly believe it.but CX Accelerator has been a thing for five years. What started as a simple social experiment has made a real difference in the CX space. And the exciting part? We are just getting started. It's time to accelerate the mission of CX Accelerator in 2023. What mission, you ask? To equip, encourage, and connect Customer Experience professionals at every stage in their journey.

Non-Profits 36

Non-Profits CX Technology Technology 36

Customer Think

DECEMBER 22, 2022

Thoughtful, meaningful recognition during the holiday season can pay long-term dividends for employers in the form of year-round engagement, loyalty and retention The past couple years have been challenging to say the least. Ongoing economic volatility is prompting Americans to look forward to this holiday season as a source of cheer but also uncertainty.

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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

SugarCRM

DECEMBER 22, 2022

Currently, the automotive industry is finding itself at a crossroads where traditional methods of selling and customer experience are rapidly shifting from the physical to digital. Buyers now not only have a wider range of vehicles to choose from, both offline and online, but the way they interact with sellers is changing too. This has led today’s automotive manufacturers and service providers to prioritize digital transformations in order to connect with their customers where they are in order

Customer Experience 26

Customer Experience CRM Invoicing Manufacturing 26

Customer Think

DECEMBER 22, 2022

Millions of young people became adults in 2022, and right now many of them are looking for the perfect gift. How they spend that gifting money is worth unwrapping. That’s because many of these young consumers, all part of the 68.6 million members of Generation Z, are buying holiday presents for family and friends – […].

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64

Totango

DECEMBER 22, 2022

ClieOne of the most basic principles of customer success is using your products and services to create advocates for your company/product/brand. Having an army of happy customers can do much of this legwork for you. The fact of the matter is that customers are influenced by word-of-mouth two to 10 times more than they are by paid media. Up to 50% of consumers insist that the recommendations of people they know are the primary drivers of their buying decisions.

NPS 102

NPS Social Media Net Promoter Score Non-Profits 102

Customer Think

DECEMBER 22, 2022

The lessons from my annual Nutcracker post have not changed at all in 12 years but my perspective changes. This year three new thoughts come to mind. For example, each year the music in the Nutcracker suite becomes more and more familiar to me, but jus.

Sales 59

Sales 59

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