Tue.Oct 04, 2022

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In times like these, customer service leaders can learn a lot from gardeners

Adrian Swinscoe

As we approach the end of the Summer and head into Autumn, here in the Northern hemisphere, many gardeners will be starting to think about getting […]. The post In times like these, customer service leaders can learn a lot from gardeners first appeared on Adrian Swinscoe.

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Announcing our refreshed guide ‘The Customer Retention Starter Kit’

Intercom, Inc.

A few years ago, we published The Customer Retention Starter Kit which helped thousands of businesses retain more customers over the long term. Today, we’re launching a completely refreshed guide to help you engage, nurture, and retain more customers in the modern age. In today’s digital era, engaging and retaining the customers you have is easier and more efficient than winning new ones.

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5 strategies for managing customer expectations

TeamSupport

A customer can expect everything from the ordinary to the seemingly impossible. But whether or not a customer is asking you to take them to the Moon or provide a simple reporting apparatus, your business needs to be able to meet their expectations in at least some manner, or risk the consequences. So in the cases where a customer is asking for something you can't provide, whether that's faster response times or new features (or a trip to the Moon with Wallace and Gromit), your business needs to

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Build An ROX Dashboard The Executive Team Will Love

The DiJulius Group

The companies not making a monetary investment in customer experience are the ones whose leaders don’t understand the financial impact CX can have. A Return on eXperience (ROX) dashboard helps you determine precisely what victory looks like over time and offers insight into customer churn rates. To build an ROX dashboard the executive team will. Read Full Article.

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From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, 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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4 Tips for Effective Skills-Based Call Routing

Fonolo

Skills-based call routing sounds super technical! While there is a tech side to it, at its heart, skills-based call routing is all about peopl e. Still with me? Picture this: Y ou’re the coach of a soccer team. The opposing team is about to make a penalty kick, trying to score on your goalie. In net, you need the best of the best to ensure a goal isn’t scored.

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Are we seeing the rise of the ‘super user’ worker?

MyCustomer Experience

You buy from your favorite brand. But you can now also help them on the side (hours of your choosing), earning a bit of money and enhancing. 4th Oct 2022. By Megan Neale COO and Co-founder.

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Connect Customer Service Success with Customer Experience Excellence

Experience Investigators

Customer experience success, as we define it, is about living up to the promises made to customers AND delivering business results for your organization. (If you haven’t yet, we recommend a CX Mission Statement and CX Success Statement to help you define success.) This type of success relies on super customer service. Yet we often hear how that ONE special person delivered for customers in ways that felt above and beyond.

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How to Build Effective Customer Feedback Surveys?

Zonka Feedback

Anybody today can create a survey quickly with so many survey tools at our disposal. But when you’re looking to collect feedback that is actually useful, you must build your feedback survey in a certain way so your customers are likely to respond with valuable data.

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Searching For New Customer Success Software? What You Need to Know!

ClientSuccess

As a customer success department manager or leader, you’re constantly looking for new tools and solutions to help your team reach the highest output possible. While process improvement solutions make it easier for CSMs to track and manage their workload, customer success-specific platforms are also designed to track detailed data and metrics specific to customer engagement and satisfaction.

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Cybersecurity best practices to empower your team

Zendesk

It’s Cybersecurity Awareness Month! Since its start in 2004, this monthlong initiative has continuously picked up steam year-over-year—matching the corresponding rise in cyber attacks. But what started as an effort to educate the general public about the changing technological landscape and its related security risks has now become a critical reminder for all organizations to remain vigilant about their security posture.

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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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How to Conduct an Employee Compliance Assessment

ProProfs

Compliance makes it riskier to do the wrong thing, says Riaan Bekker, Force Solutions Manager, thryve – a risk management solutions provider. . And compliance assessments play a huge role in management of such risks to help your business save big. How? You may ask. . Well, for starters let’s consider some hardcore, eye-opening data. Non-adherence to General Data Protection Regulation (GDPR) compliance requirements cost companies $98.8 million in the first half of 2022. .

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Providing better support for contact centre agents

MyCustomer Experience

The world is facing a complex mix of macro-economic challenges from the aftermath of the pandemic to the threat of a global recession. No. 3rd Nov 2022. By Judith Schuder.

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Fuel Growth Podcast: Building a Customer Acquisition Strategy with Bret Piatt, CyberFortress

SugarCRM

Customer-centricity means putting the customer first and at the center of everything that you do. You might think to yourself, that’s easy. I can do that. But is it really that simple? We found out today with a very practical set of tips on how to build a product-led, customer-centric, and truly authentic company. On this episode of the Fuel Growth podcast series, my co-host Lizzy and I got the opportunity to sit down and speak with Bret Piatt, CEO of CyberFortress, a global company providing da

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How CPG brands can navigate economic challenges

MyCustomer Experience

Inflation is rising at its fastest pace in three decades and this is a trend that is set to continue for the foreseeable - the Bank of. 20th Oct 2022. By Stuart Wilkinson Industry Director - Consumer Products and.

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Mapping Digital Transformation: Retail’s Strategic Shift

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

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Is a Cloud-Based CRM Solution Right Fit for Your Business?

SugarCRM

As the customer landscape becomes more complex, you need technology built to weather the economic changes and keep your company ahead of evolving trends. Because of its ability to do so, there’s no wonder that cloud-based CRM software has turned out to be more appealing over the last couple of years since it’s accessible to businesses of all sizes and adaptable to any business’ changing needs.

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What’s On the Minds of Today’s Top CX Experts?

MyCustomer Experience

Are you ready for the customer of the future? Today’s 6th graders —who are playing video games on a TV while their laptop shows someone. 4th Oct 2022. By BlueOceanContactCenters.

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How software and cloud companies can scale CX with self-service and intelligent triage

Zendesk

The software and cloud services industry has seen market-defying growth in recent years, but growth comes with its own set of challenges. As you add more customers and prospects, you’ll also find that you have more questions pouring into your support channels—everything from basic FAQs to the most complex technical questions, and your team is on the hook for every single one.

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Efficient/empathetic CX key during costs crisis

MyCustomer Experience

2022 has been a difficult year financially for consumers as the cost of living crisis tightens its grip, inflation takes hold and interest. 28th Oct 2022. By Martin Taylor Deputy CEO.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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