Inside Customer Service

SEPTEMBER 14, 2023

A customer walked into Nordstrom with two tires and asked for a refund. Nordstrom doesn't sell tires, so the customer clearly didn't buy the tires from that store. Yet the associate gave the customer a refund anyway. The story became a legend. You need legendary stories of your own if you want to deliver legendary customer service. This guide will show you three things: What makes a great customer service story.

Start-ups 227

Start-ups Customer Service Customer Survey Customer Feedback 227

Beyond Philosophy

SEPTEMBER 14, 2023

Are you ready for AI? Some firms are. To be counted among them requires preparation. Author, speaker, consultant, and The Agile Brand podcast host Greg Kihlstrom , ( www.gregkihlstrom.com ) Principal Chief Strategies for GK5A, joined us on a recent podcast to discuss what it takes to be prepared to implement AI and improve your customer experience. Since I thought many of you were facing the same projects, this newsletter issue will explore what he said.

AI 89

AI Predictive Analytics Customer Acquisition Technology 89

Customer Think

SEPTEMBER 14, 2023

The probability of gain results in trust, while the probability of failure results in distrust. But between the two lies an element of uncertainty; something that every eCommerce customer experiences when placing online orders. This presents eCommerce websites with a very lucrative opportunity.

Customer Experience 76

Customer Experience Technology Technology 76

The Squawk Point

SEPTEMBER 14, 2023

Isolate the Problem, Not the Person At the Portuguese Grand Prix in 1991 , Nigel Mansell, driving for the Williams-Renault team, was in first place as he pulled in for a pit stop. What should have been a slick sub-eight-second refuel and tyre change became a farce. As Mansell sped away from the pits, the wheel fell off , literally. People scurried out of the way to avoid being flattened by the tyre as it bounced along the pit lane into neighbouring crews.

Start-ups 72

Start-ups 72

Speaker: Jason Cottrell

Brands used to look for a vendor who could do everything. Over time, one vendor was no longer enough to meet a brand’s needs, and they added, added and added. Now they need all their vendors to work well together. That’s composable, and only some will make the cut. As customers — and your board — expect you to be in new channels and to rapidly adapt to shifts in the market, the need for true composability is more crucial than ever before.

Technology

The Customer Service Blog

SEPTEMBER 14, 2023

Although I live in Yorkshire, I’m a regular visitor to London, both for business and pleasure. One of my favourite eating places in London is an Italian pizza café close to the university where I did my Masters degree in Marketing and Innovation many years ago. This particular restaurant has very reasonable prices (and delicious pizzas) but one thing that really annoys me about the place is that they charge 40 pence for a little plastic pot of condiments.

Customer Loyalty 67

Customer Loyalty Social Media Customer Retention Start-ups 67

Customer Think

SEPTEMBER 14, 2023

Now armed with knowledge on effective leadership skills training for call center supervisors, you are well-equipped to create a highly skilled supervisory team that drives success in your call center. Invest in your supervisors' growth today and reap the rewards of a motivated workforce delivering exceptional customer experiences! The post Leadership Skills for Call Center Supervisors: Training and Development Guide appeared first on Call Center Leadership Training.

Customer Experience 57

Customer Experience Contact Center 57

Customer Think

SEPTEMBER 14, 2023

The allure of artificial intelligence (AI) in streamlining and personalizing the customer journey is well-recognized among business leaders. However, the enthusiasm to embrace this technology is only the beginning, and the real challenge emerges in utilizing AI to enhance customer interactions.

Predictive Analytics 76

Predictive Analytics Artificial Intelligence AI CX 76

Zendesk

SEPTEMBER 14, 2023

Every customer service conversation should lead to a resolution. That’s why many customers still prefer calling customer support, rather than engaging on digital channels, like messaging or email. As digital channels continue to grow in popularity and AI bots become table stakes, many media outlets report that having a real person to talk to on the other end of the line can actually help restore customer trust.

Customer Service 52

Customer Service AI 52

Customer Think

SEPTEMBER 14, 2023

When advising those who manage their customer advisory board (CAB) programs, we’re sometimes asked about the need to interview CAB members in advance of an upcoming meeting.

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SurveySensum

SEPTEMBER 14, 2023

Have you ever wondered how you can enhance user onboarding and improve your product not just to meet customers’ expectations but to exceed them? With IN-APP SURVEYS. W hat are In-App Surveys? In-app surveys are short surveys that are launched inside the app and help you gather customer feedback at relevant touchpoints. These smart pop-up surveys engage with the users while they’re actively using your app or website, seeking their feedback or ratings – leading to high response rates.

Social Media 52

Social Media Start-ups Sentiment Analysis Actionable Insights 52

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Customer Loyalty

Customer Think

SEPTEMBER 14, 2023

This article first appeared in the September edition of Top Sales Magazine … The ability to ask the right questions, in the right way, at the right time, has always been one of those critical sales skills that separate the best salespeople from the rest. In a SPIN?

Sales 52

Sales 52

The Squawk Point

SEPTEMBER 14, 2023

Blame Culture, Isolate the Problem, Not the Person At the Portuguese Grand Prix in 1991 , Formula One racing provided a textbook example of why organisations should avoid a blame culture. Nigel Mansell, driving for the Williams-Renault team, was in first place as he pulled in for a pit stop. What should have been a slick sub-eight-second refuel and tyre change became a farce.

Start-ups 40

Start-ups 40

Customer Think

SEPTEMBER 14, 2023

In today’s fast-paced digital world, customer support plays a pivotal role in shaping the overall customer experience. Gone are the days when customers had to wait in a never-ending queues or endure long hours on hold to get their queries resolved.

Technology 73

Technology Technology Customer Experience Contact Center 73

MyCustomer Experience

SEPTEMBER 14, 2023

Are you ready for AI? Some firms are. To be counted among them requires preparation. Author, speaker, consultant, and The Agile Brand.

AI 40

AI 40

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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

SEPTEMBER 14, 2023

Famed guitarist Les Paul was frustrated. The board of directors at Gibson Guitars again rejected his idea for a new concept. It was 1941 and he had just shown them his new prototype for a solid body guitar he made himself. They showed no interest in pursuing it.

CX 48

CX Innovation Customer Experience 48

SugarCRM

SEPTEMBER 14, 2023

In its simplest definition, nurture marketing is a communication strategy designed to place content in front of prospective buyers at various points in a customer’s journey. Nurture marketing involves regularly reaching out to leads and your customer base by presenting important information before they ask for it. Successful nurture marketers provide customers with a forum for feedback, listen to their needs, and customize services to fit those needs.

Sales 26

Sales Artificial Intelligence Education Customer Retention 26

Customer Think

SEPTEMBER 14, 2023

(This month’s Research Round-Up features a research-based white paper by Winterberry Group that addresses the current state and future direction of B2B marketing and a wide-ranging research report by Livestorm, mention, and Jotform that is based on a global survey of marketers.

B2B 62

B2B Outlook 62

Hodusoft

SEPTEMBER 14, 2023

Best Practices for Onboarding New Tenants to the ISP Network As an Internet Service Provider (ISP) you know it’s not easy to acquire tenants (clients or subscribers who rent or lease Internet services from you). Especially in the last few years, due to various factors such as cutthroat competition, changing customer behavior, rapidly transforming digital landscape, and more.

Start-ups 98

Start-ups Education Invoicing Customer Satisfaction 98

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

SEPTEMBER 14, 2023

Have you ever considered owning an equipment rental business? If you’re someone who enjoys entrepreneurship and has a knack for managing equipment, starting an equipment rental business can be a lucrative venture. With the right strategy and planning, you can establish a thriving business while being your own boss.

Technology 57

Technology Technology 57

Fonolo

SEPTEMBER 14, 2023

Executives and managers know that contact center goal-setting helps usher in progress and bring about positive change. Why? In a busy customer service department, having an agreed-upon set of milestones helps you cross the finish line because it clarifies decision-making, keeps morale up, and can even reduce agent turnover. Using the S.M.A.R.T strategy in goal-setting is key: it provides direction and helps focus your team’s time and energy.

Contact Center 91

Contact Center Customer Satisfaction Construction Social Media 91

Customer Think

SEPTEMBER 14, 2023

In today’s rapidly evolving tech landscape, you don’t need to be a seasoned coder to create impactful solutions. Enter the world of citizen development, where individuals with no formal coding background can craft powerful applications. Step-by-step guide to become Citizen Developer Here’s your roadmap to becoming a proficient citizen developer: 1.

Technology 52

Technology Technology 52

Hodusoft

SEPTEMBER 14, 2023

HoduCC's Predictive Dialer Earns Prestigious Gartner Badges In today’s highly competitive contact center software solutions industry, standing out from others can be very challenging. Since the technology in the contact center industry is continually evolving, companies in this sector must keep pace with the latest trends and innovations to stay competitive.

Contact Center 52

Contact Center Customer Satisfaction Innovation Omnichannel 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

SEPTEMBER 14, 2023

In the bustling global marketplace, brands function as fluid entities, continuously adapting to an array of shifting societal trends and technological advancements. A pressing dilemma many businesses encounter is the choice between evolving with time or remaining true to its original brand identity.

Technology 52

Technology Technology Omnichannel Innovation 52

Customer Think

SEPTEMBER 14, 2023

In the shifting landscape of commerce, where competition is fierce and buyers are more discerning than ever, the art of sales is undergoing an irrevocable transformation.

Artificial Intelligence 52

Artificial Intelligence Sales AI Technology 52

Customer Think

SEPTEMBER 14, 2023

New guided workflows quickly lead teams to the strategic intelligence required to align, act, and build competitive advantage

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