Wed.Jan 20, 2021

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Give your customers best practices, not just FAQs

Intercom, Inc.

Most companies spend huge budgets creating content to get people to sign up to their product. But once a customer signs up, it’s left to a handful of badly written FAQs to help people get the most from the product. It’s no wonder up to 60% of users who sign up for a free trial use a product once and never come back. At Intercom, we believe that providing educational and motivational help content leads to loyal and engaged customers.

Education 232
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How to Use Psychological Priming to Get Customers to Accept Your Word As Final

Myra Golden Media

Some of you know my undergrad degree is in Psychology. I taught college psych several years before jumping into the customer service space. I apply psychological principles to all my work in de-escalation and call control. In last week’s super-fantastic 4-day De-escalation Academy , I taught my students how to use psychology to get angry customers to back down and accept their word as final.

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The Truth About Moments of Truth

Heart of the Customer

After reviewing The Journey Mapping Playbook earlier this month, it struck me that one of the biggest misses in the book (outside of the flawed methodology) was its failure to touch on Moments of Truth. Those are the key interactions that have a disproportionate impact on a customer’s overall perception of the journey. Don’t make […]. The post The Truth About Moments of Truth appeared first on Heart of the Customer.

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Why Employees Want to Leave and How to Stop It

The DiJulius Group

4 Quick Tips to Help you Make Price Irrelevant 1) Customer Service Feature Story Why Employees Want to Leave and How to Stop It Every year, improving employee morale, turnover, and employee experience is a major objective for many organization’s leadership teams. Building a world-class experience encompasses both customer and employee. How can. Read Full Article.

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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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Part 2: B2B Customer Support Transformation Imperatives

TeamSupport

In Part 1 of this three-part series we introduced the new report by ServiceXRG and TeamSupport. The 2021 Customer Support Transformation report examines current trends in Support delivery and offers tangible guidance for Support and Service professionals to meet growing expectations of both customers and company executives. Part 1 explored the transition of support from a reactive transactional model to a more proactive and preventive approach.

B2B 81
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New year, new books. Here’s how introverts can get an edge on networking

Zendesk

The Introvert’s Edge to Networking , published January 2021, is not—as some of us might wish—a book about how to network effectively without talking to strangers. Talking to strangers is still involved. But as author Matthew Pollard explains, introverts often don’t mind talking to people when conversations run deep and are authentic. Introverts just hate the typical networking dance in which you try to suss out whether the other person is “useful” to you, and then the awkward aftermath when you

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How to introduce support reps to your CX strategy

Zendesk

When shifting your CX strategy, your support representatives are an important resource. They know your product and process better than anyone. Their insights can (and should) inform your approach, and this means leaders need to know how to talk to agents about the topics that really matter. In this guide, you’ll get tactical tips to help guide the conversation: Inform and inspire your customer service representatives.

CX 40
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Can Your Customers Live Without You?

The DiJulius Group

Do you know if your business has at least one happy customer who can’t live without you? For the third consecutive year, Apple was named the top brand consumers can’t live without. There were also other companies that consumers couldn’t live without. Brands such as Amazon, Dell, Coca-Cola, Google, Microsoft, and of course Starbucks – former. Read Full Article.

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Co-browsing: Controlling your average handling time

Knowmax

Co-browsing: Controlling your average handling time.

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Better Ventures Founder: ‘Passion for the problem leads to an ability to succeed’

Qualtrics

As part of our Breakthrough Builders podcast series , our Head of Brand Strategy, Jesse Purewal, chats with Wes Selke, Founder and MD of Better Ventures, about his journey from traditional finance to profitably investing in businesses that address our most pressing societal issues. Listen to the complete podcast episode of Breakthrough Builders with Wes Selke.

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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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Why should open source FAQ be your second choice?

Knowmax

Why should open source FAQ be your second choice?

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Making the Most of SugarClub: A Close-Knit Community of Sugar Experts and Customers

SugarCRM

The SugarClub has been around for several months already. The goal of The Club was to transition from a traditional technical forum to a personalized user experience driven by global collaboration and engagement. Contrastingly to the traditional Sugar Community, SugarClub aims to preserve the same information-rich content, while surfacing all resources in one place to better serve our customers.

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Chapter 2: Are you prepared to launch your VOC Program?

SurveySensum

In the second episode of the Experience talk: Voice of Customer and Employee , Tanuj Diwan , Head of Product and Nandkishor Tripathi aka NK, Global Head of Customer Experience and Success at SurveySensum are talking about how to launch your VOC program, setting the short term and long term objectives, taking ownership of the VOC program, getting buy-in from stakeholders, metrics of your VOC program, and finally understanding the current state of the problem.

VOC 52