Intercom, Inc.

FEBRUARY 2, 2022

At Intercom, we believe in the power of sharing cross-functionally. Seeking feedback at various stages of a project helps avoid bottlenecks and silos, and ultimately drives business impact. Diving into a new project is an exciting challenge, but it takes time to develop context, address stakeholder needs, and meaningfully understand the problem. Without even realizing it, we begin to work with blinders on.

Social Media 220

Social Media Finance Sales 220

Customer Think

FEBRUARY 2, 2022

Trust is the basis of any valuable relationship with friends and family, employees and employers, customers and suppliers, and among partners. You entrust these parties to enrich your life, business, and growth. They entrust you to do the same. Trust is reciprocal. In particular, businesses rely on (a) customers to fund salaries, budgets, and dividends; […].

Customer Loyalty 118

Customer Loyalty Customer Experience 118

Shep Hyken

FEBRUARY 2, 2022

I recently wrote an article about the little surprises that companies – and people – sometimes give us when we do business with them. We received some great feedback, and it got me thinking of other ways to surprise our customers. That’s what this follow-up is about. I’m often surprised at how companies find ways to improve a customer experience with something that has nothing to do with what they sell.

Touchpoint 112

Touchpoint Start-ups Customer Service Customer Experience 112

Customer Think

FEBRUARY 2, 2022

Source It’s no longer enough to say that disruptive technologies are paving the way for new industries and business models by eliminating obsolete systems. The last two years have revolutionized how we operate in our professional and personal lives. Time management is critical to how people work today and how they interact and collaborate. The […].

Technology 111

Technology Technology 111

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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.

TeamSupport

FEBRUARY 2, 2022

When it comes to angry customers, you can never put in too much heart. But sometimes it can seem that the more care you put in, the outcome doesn’t change at all – the customer is just as angry. In customer care cases, it’s important to be professional yet empathetic, and always remember the purpose of customer support, uplifting your customers and driving retention.

Social Media 97

Social Media Customer Service 97

Zendesk

FEBRUARY 2, 2022

Things were quiet in the store, until the incident. It was a lazy Saturday morning, and I was shopping at a local boutique after grabbing my usual latte. While I browsed racks of fuzzy sweaters, a woman huffed to the checkout counter. Uh oh , I thought. Within moments, the woman was shouting at an employee. She wasn’t just irritated—she was enraged.

Healthcare 97

Healthcare Start-ups Customer Service 97

Qmatic

FEBRUARY 2, 2022

One could argue that perception is reality. If people perceive that they’re waiting in line too long, they will become frustrated, and their entire retail experience will be diminished. And it doesn’t matter if the wait time was reasonable — it’s their perception that matters. Studies, as well as personal experience, show that waiting time, whether it is actual or perceived, directly affects customer satisfaction.

Customer Satisfaction 82

Customer Satisfaction Retail Customer Experience 82

Customer Think

FEBRUARY 2, 2022

In the last year or so, most of us have had to make the transition to remote working. This has been easier for some than for others, but where it can actually benefit you is when it comes to launching your website. People are spending more time on the net than ever, so it’s a […].

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Kerry Bodine

FEBRUARY 2, 2022

Recently, I was emailing with an online retailer about an item I wanted to return, and the message in their email footer struck me: “Please be kind to our team — it’s important for us to have real humans on our support and not bots. I promise all we want is to make you as happy as possible.” . Sigh… It really bums me out that we’re living through a time when this type of plea is necessary. .

CX 59

CX Retail Customer Experience 59

Customer Think

FEBRUARY 2, 2022

Source: Shutterstock Will purpose marketing (a/k/a purpose-led marketing and purpose-driven marketing) drive increased customer loyalty, improve customer acquisition and speed revenue growth? Or is it just another passing fad that will.

Customer Acquisition 59

Customer Acquisition Customer Loyalty 59

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

Lightico

FEBRUARY 2, 2022

Healthcare providers across the spectrum face the challenge of juggling both healthcare and business outcomes. Once they enroll with a healthcare provider , patients look to their health system, medicare provider or dental service organization (DSO) to make quality care accessible and transparent, and to deliver it with efficiency and empathy. But to support the vast variety of ongoing care and servicing needs providers need to collect patient medical and insurance data and consents to ensure HI

Healthcare 52

Healthcare Compliance Transportation Touchpoint 52

Customer Think

FEBRUARY 2, 2022

Without customers, a business will quickly become nothing more than a memory. The people interacting with or purchasing products or services from a company are what make the wheels turn on a continuous basis. Along the same lines, a company should do everything in its power to retain and please any customers they currently have […].

Customer Feedback 59

Customer Feedback 59

Comm100

FEBRUARY 2, 2022

Does your customer service team have big plans for 2022? With the turbulence of the pandemic now settling down, there’s no excuse not to begin implementing strategies to improve your customer service and support operations. But where to begin? Where should you focus your attention and budget? And what changes will really move the dial? In this blog we’ll look at the top customer service improvement strategies for 2022, and show you how you can bring your team one step closer to digital CX excell

Customer Service 52

Customer Service Omnichannel Social Media CRM 52

Customer Think

FEBRUARY 2, 2022

The pandemic has brought a multitude of changes to the way we live and conduct business. Likewise, the way consumers shop has changed, and consumer goods organizations clearly need to adapt to new consumer behaviors. According to McKinsey, 25–40% of consumers across markets have tried different brands since the start of the pandemic, highlighting the […].

Technology 52

Technology Technology 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

The DiJulius Group

FEBRUARY 2, 2022

Chief Revolution Officer John DiJulius of The DiJulius Group discusses how companies can build a culture that employees will love. Learn: The DiJulius Group’s leadership mission How to prioritize employees’ mental health How to drive employee engagement Why you should build a culture moat And how the great resignation is a great opportunity Resources mentioned: Read Full Article.

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SugarCRM

FEBRUARY 2, 2022

According to Gartner, lead generation is a top growth priority for many businesses. And yet, in one survey, almost 60% of business decision-makers pointed to lead generation as a top challenge. With so much effort to get those leads, you certainly don’t want to let any drop through the cracks. That’s where strong lead management comes in. Find out more about lead management and how to do it below.

Social Media 49

Social Media Sales AI Start-ups 49

Lightico

FEBRUARY 2, 2022

The customer experience has become essential to success in nearly every industry, and the insurance industry is no different. Your product offerings still matter, but in an environment where customers can compare companies and read reviews with a quick internet search, a superior customer experience sets you apart from the competition. Ready to invest in the longevity of your business?

Customer Experience 40

Customer Experience Customer Acquisition Social Media CX 40

MyCustomer Experience

FEBRUARY 2, 2022

TThe Great Resignation has now been with us for just over a year. Although it has been documented in more detail in the US, there has been a. 2nd Feb 2022. By Simon Dillsworth SVP, Client & Market Strategy.

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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

Lightico

FEBRUARY 2, 2022

The customer experience has become essential to success in nearly every industry, and the insurance industry is no different. Your product offerings still matter, but in an environment where customers can compare companies and read reviews with a quick internet search, a superior customer experience sets you apart from the competition. Ready to invest in the longevity of your business?

Customer Experience 40

Customer Experience Customer Acquisition Social Media CX 40

MyCustomer Experience

FEBRUARY 2, 2022

WThe economic upheaval we witnessed in the past two years has radically changed how we conceive and execute customer experience (CX). The. 3rd Feb 2022. By HazelRaoult.

CX 40

CX Customer Experience 40

C3Centricity

FEBRUARY 2, 2022

What is Lorem Ipsum? Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry’s standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book. It has survived not only five centuries, but also the leap into electronic typesetting, remaining essentially unchanged.

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CommBox

FEBRUARY 2, 2022

WhatsApp is one of the world’s most popular messaging apps. Over 2 billion users across 180 countries use WhatsApp to communicate with people or businesses. Today, over 50 million businesses worldwide offer services and products using the WhatsApp Business platform. WhatsApp Business makes interacting with customers easy by providing tools to automate, sort and quickly respond to messages, Labels to organize and easily find chats and messages.

Real Estate 98

Real Estate Artificial Intelligence Omnichannel Finance 98

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

Aquire

FEBRUARY 2, 2022

Customer self-service is the DIY of customer support. Just like many people choose the “do-it-yourself” method for building things — because it’s cheaper, more fun, and often faster — they also choose that option in their customer journey (and for the same reasons). In fact, according to Forrester, 81 percent of customers use help or FAQs on a company’s website for support.

Omnichannel 52

Omnichannel Engineering AI Machine Learning 52