Futurelab
DECEMBER 9, 2021
I originally published today’s post on Forbes. It appeared on their site on August 23, 2021. Tags: Annette Franz (Gleneicki) customer experience customer success Facebook Like. Linkedin Share Button. Tweet Widget.
Inside Customer Service
DECEMBER 9, 2021
My wife and I own a vacation rental cabin called The Overlook. It's located in a rural mountain village where propane is used for heating and cooking. Our propane supplier offers a "worry free" service where they monitor the propane tank for us and fill it up once it gets too low. This service worked like clockwork for several years until we experienced trouble last December, when we didn't get our usual refill.
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Futurelab
DECEMBER 9, 2021
A few months ago, I wrote a post on what it looks like when a company is sales-centric. I’ve seen this culture many times over the last year or so (and prior, for sure, but examples overwhelmingly landed on my desk this year). If you haven’t read that post, it’s an important precursor to this one. Tags: Annette Franz (Gleneicki) customer experience customer-centric culture Facebook Like.
Intercom, Inc.
DECEMBER 9, 2021
?. Note: This episode contains notification sounds, ambience, and music. If you would prefer to listen to the episode with just interviews, you can hear an alternative version here. Notification sounds are all around us: Slack’s knock brush pulling you back to work, the WhatsApp ring sharing the latest in this year’s holiday dinner plans, the tumbling whimper of your AirPods when the battery’s running low or just about to die.
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Futurelab
DECEMBER 9, 2021
I originally published today’s post for StellaConnect. It appeared on their site on May 25, 2021. Tags: Annette Franz (Gleneicki) customer experience customer service Facebook Like. Linkedin Share Button. Tweet Widget.
Customer Think
DECEMBER 9, 2021
It’s easy to see that our planet is struggling to keep up with humanity. From more frequent forest fires and flooding to weather fluctuations and animal extinction worldwide, environmental issues are becoming more and more urgent. What’s more, customers are aware of it and are using their buying power to make a statement. Of late, […].
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Customer Think
DECEMBER 9, 2021
Did you know? The global digital transformation market is projected to grow by 16.5% each year and reach a total value of $1 trillion within five years! That’s a pretty staggering number, and it goes to show just how important digitalization is for businesses of all sizes. According to Gartner, IT spending will reach $3.9 […].
Beyond Philosophy
DECEMBER 9, 2021
On the podcast, we do something called “I’m in a Pickle.” The pickle is a business problem our listeners have that we try to address with the behavioral sciences. For example, we had one recently from a listener Janet, who said that despite getting good comments from customers, they do not give us the top Net Promoter Score (NPS) ®.
Help Scout
DECEMBER 9, 2021
Why let your human customer service team be yelled at when you could hire a robot to take it all instead? Is AI the answer to customer service abuse, or is there another way?
Aquire
DECEMBER 9, 2021
If you want your customers to stick around, it’s important you understand how to reduce customer churn rate. Of course, some level of churn is inevitable — no matter how much effort you put into satisfying your customers. There are reasons customers stop doing business with you that are simply beyond your control. But, if you can identify and address those areas that you do have control over, that can go a long way to minimizing the negative impact on your business.
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.
Zendesk
DECEMBER 9, 2021
In 2013, our world witnessed one of the most poignant and romantic love stories in recent memory between Joaquin Phoenix and…a robot. It’s a tale as old as time: Guy gets phone, guy falls in love with phone’s operating system, and a beautiful relationship blossoms. Her may be an extreme example, but the movie offers an important lesson for businesses: Humans and technology can have interactions that—at the end of the day—are deep, meaningful, and shockingly human.
cxservice360
DECEMBER 9, 2021
As the COVID-19 pandemic still rages on, businesses are evolving to ensure they continually meet their customers expectation while remaining profitable and keeping employees safe. The pandemic highlighted the importance of customer service teams and digital channels across various industries. As we wrap up the year 2021, it is crucial to understand factors that will.
Ameyo Callversations
DECEMBER 9, 2021
Let’s start with a fun fact! Did you know that by the end of 2021, Artificial Intelligence will recover 6.2 billion hours of worker productivity globally? Gartner. The global pandemic has forced businesses to opt and adapt to work from home culture. Even now, when things seem to be better, companies across verticals have realized and capitalized on the benefits of working from home.
Fonolo
DECEMBER 9, 2021
Rockstar agents aren’t born great…they’re made. Sure, if you’re hiring correctly, your contact center will be filled to the brim with the right personalities and work ethics for success—but being surrounded by the best call center agents means effective training, constant support, and strategic goal setting. GET YOUR FREE SCORECARD TEMPLATE. Performance Evaluation Scorecard for the Contact Center.
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.
Customer Think
DECEMBER 9, 2021
Gone are the days where big-name marketplaces and department stores dominate the consumer market. The direct-to-consumer (DTC) strategy has exploded in popularity, attracting startups and established CPG brands alike. It’s clear to see why, as with lower costs, full marketing control, and the ability to form more authentic relationships with customers, selling DTC is full […].
Zonka Feedback
DECEMBER 9, 2021
According to Esteban Kolsky , 72% of customers who have a positive experience with a brand will share it with 6 or more people. And 13% of unhappy customers will share their bad experiences with 15 or more people.
Customer Think
DECEMBER 9, 2021
This is the second in the five-post series, “How to Drive Delight the Mercedes-Benz Way.” In my book, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, I detail how Mercedes-Benz leaders trans.
The Customer Service Blog
DECEMBER 9, 2021
Since July 2020, the Institute of Customer Service (ICS) has been campaigning to stop the abuse of frontline workers. Their ‘Service with Respect Campaign’ has gained over 200 organisational and parliamentary supporters in that time. The ICS has had success with one of their key campaign demands: to introduce legislation to act as a deterrent to customers who feel they can abuse customer-facing workers with impunity.
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
Customer Think
DECEMBER 9, 2021
The insurance sector is notoriously low touch. There are arguably only four key customer journeys: taking out a policy, renewal, making a claim and cancellation. Customers tend to only hear from their insurer once or twice each year, and these are usua.
ProProfs
DECEMBER 9, 2021
Employee evaluation comments are far more important than most of us would like to think. No matter how exhaustive your performance reviews are, you won’t achieve much if you don’t communicate them to your employees the right way. Look at this data: 17% of employees feel that the feedback they get is not specific. Less than 3 in 10 employees think their performance reviews are fair and accurate.
CommBox
DECEMBER 9, 2021
Acquiring new customers is an excellent way to increase sales and revenue. However, retaining the existing customers plays a significant role in generating more revenue. . There is no point in acquiring new customers when you don’t have proper customer retention strategies in place. According to Invesp, a 5% customer retention rate increases a company’s profits by 25%-95%.
ProProfs
DECEMBER 9, 2021
You’ve heard about quizzes, you’ve heard about personality quizzes, but have you heard about Snapchat quizzes? . On October 5, 2021, all of Facebook’s apps, including Instagram, WhatsApp, and Messenger, went down for more than five hours. . When I couldn’t find any other way to keep myself entertained during those hours, I turned to Snapchat! .
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
Customer Think
DECEMBER 9, 2021
New brand positioning underscores commitment to exceed today’s rising customer and employee expectations.
MyCustomer Experience
DECEMBER 9, 2021
AThis time of year always prompts a period of self-reflection in the business world – looking at what has worked well and what hasn’t over. 9th Dec 2021. By Craig Farley Head of Consulting.
Customer Think
DECEMBER 9, 2021
Bringing the power of A/B testing to operations and customer service workflows, allowing teams to continuously improve their processes, backed by data.
MyCustomer Experience
DECEMBER 9, 2021
EThe story goes that Santa employs a large workforce of Elves, who spend most of the year in production lines building all sorts of toys. As. 9th Dec 2021. By Smoke CI.
Speaker: Shaunna Bruton - Associate Director of Product Strategy at Orium | Sam Panzer - Director of Industry Strategy at Talon.One | Frank Passantino - Director of Product Management at Bloomreach
More and more, customers are expecting a better personalized CX. But can retailers actually deliver? Data from McKinsey shows that companies that excel in personalization increase their revenue by 40%, but despite these numbers, retailers struggle to implement customer personalization strategies. So what are the potential solutions? Join us to gain a better understanding of the current retail landscape and learn what you can do to translate personalization strategies into practical implementatio
Customer Think
DECEMBER 9, 2021
The new experience leadership resources are designed for boards and executives, and teams in marketing, customer success, customer experience, and employee experience.
MyCustomer Experience
DECEMBER 9, 2021
HWelcome to Why Customers Buy, my weekly LinkedIn Newsletter series that explores how customers make decisions. It reveals ways to unlock. 9th Dec 2021. By Colin Shaw Founder & CEO.
SugarCRM
DECEMBER 9, 2021
One of the most effective ways to grow our business isn’t filling a funnel with low-quality leads. Instead, focus on treating your loyal clients as your most valuable asset. It’s time to exploit your loyalty loop. The loyalty loop leverages your existing clients to drive a steady stream of new business. In this webinar with Andrew Davis , bestselling author, keynote speaker, and CX & Marketing guru, you’ll be inspired to re-think the way you win over new clients and transform the way you ser
Intercom, Inc.
DECEMBER 9, 2021
Technology makes every company a global company, and our focus on data security means Intercom customers all over the world can experience the full benefit of Intercom – no matter where they’re geographically located. . Ten years ago, we built the initial Intercom infrastructure in AWS’ us-east-1 data center in North Virginia, USA. From there, we’ve helped thousands of businesses to connect and build better, trust-based relationships with their customers.
Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster
As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.
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