Adrian Swinscoe

JULY 5, 2023

Today’s interview is with Michael Upton, Chief Digital & Technology Officer at First Tech Credit Union (or First Tech), which is the US’s premier credit union […] The post The pragmatic approach to transforming customer service – Interview with Mike Upton of First Tech Credit Union first appeared on Adrian Swinscoe.

Customer Service 190

Customer Service Technology Technology 190

Bill Quiseng

JULY 5, 2023

QUI QUOTE: A customer complaint is a gift. Take the perspective that your customers complain because they want to help your business. Otherwise, they would say nothing and walk away, intent on never returning. A customer may not always be right. But they are always your customer. Do whatever it takes to make them feel right. Listen and allow the customer to vent.

CX 153

CX Customer Satisfaction Customer Service Customer Experience 153

Fonolo

JULY 5, 2023

Customer perception has never mattered more. In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. Although it’s almost impossible to completely control what people think about your organization, improving customer opinions of your brand is very possible. Here’s your complete guide to improving customer perception of your business.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Customer Think

JULY 5, 2023

Image Source: Wikipedia Data has become the lifeblood of modern marketing. It now touches almost every aspect of the marketing function. But using the wrong data (or the right data in the wrong way) can lead to ineffective and costly de.

B2B 111

B2B 111

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

MyCustomer Experience

JULY 5, 2023

Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job.

CX 104

CX Customer Experience 104

Customer Think

JULY 5, 2023

There has been much hand-wringing about ChatGPT recently and how it might enable a generation of students to simply cheat their way through school. If you’ve been around long enough, you may remember the same worries about the use of handheld calculators in schools.

Artificial Intelligence 105

Artificial Intelligence Education AI 105

Customer Think

JULY 5, 2023

Like everyone else in martech land, I’ve been pondering the future of marketing in a world populated with AI. Most research I’ve seen agrees with this Hubspot report that marketers’ top application for generative AI has been content creation (48.

AI 72

AI Technology Technology 72

Service Quality Institute

JULY 5, 2023

Delivering awesome customer service involves 9 principles. Customer service is not complicated. It is the execution of some fundamentals that make a huge difference. It must start at the top and involve every employee. Remember that 99% of customer contact with your employees is with your front-line employees. Relentless Strategy Focus on strategy. You must be Relentless, and it has to be a way of life.

NPS 52

NPS Start-ups Customer Service 52

The Customer Service Blog

JULY 5, 2023

When a person is notified of a data breach involving their personal information, if they react with a feeling of fear (as opposed to anger) they’re more likely to stop using the website. That was the main finding of a study I conducted (with three co-authors) that examined which emotions will lead customers to change their behaviour after a breach. We found that angry customers, on the other hand, are more likely to vent their anger on different social media platforms BUT then still return to th

Social Media 52

Social Media Finance Retail Technology 52

Zonka Feedback

JULY 5, 2023

Using HubSpot CRM and looking for CSAT Survey Tool to measure your Customer Satisfaction? Here's a list of top CSAT Tools for HubSpot you can use. In today's competitive business landscape, customer satisfaction has become a paramount focus for companies striving to build strong customer relationships and provide satisfaction. No wonder over 150,000 companies are using a CRM tool like HubSpot to track and manage each interaction they have with their customers throughout the customer journey.

Customer Satisfaction 52

Customer Satisfaction CRM Customer Relationship 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

1 to 1

JULY 5, 2023

With thick wildfire-smoke clouds obscuring the New York skyline outside, NICE CEO Barak Eilam shared some cloud wisdom of his own at the recent NICE Interactions conference. “Migration to the cloud is an imperative if you want to leverage AI in your contact center,” he told the crowd of nearly 2,000 CX leaders at the Jacob Javits Center. AI was the hot topic, with sessions and panelists about where to start and what building blocks need to be in place to create a successful AI initiative.

AI 26

AI Contact Center Omnichannel CX 26