Inside Customer Service
AUGUST 5, 2021
"You shouldn't have to experience this." The words just blurted out of my mouth. A customer had called, upset about receiving the wrong item. I saw past their anger and empathized with the inconvenience it was causing them. "I'm really sorry about the mistake. We need to do better. I'm going to make sure we send you the correct item." Then, something mysterious happened.
Fonolo
AUGUST 5, 2021
Regardless of your industry, providing ongoing training opportunities can mean the difference between finding lasting employees and experiencing high turnover rates. The 2019 LinkedIn Workforce Learning Report states that 94% of employees polled would remain with an organization longer if there were learning opportunities available. The proof is in the statistics — a proper training strategy leads to more engaged employees.
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Adrian Swinscoe
AUGUST 5, 2021
Today’s interview is with Sirte Pihlaja, who is the CEO (Customer Experience Optimiser) of Shirute, the first customer experience agency in Finland as well as a Lego […]. The post Playing your way to a stand out customer experience – Interview with Sirte Pihlaja first appeared on Adrian Swinscoe.
Help Scout
AUGUST 5, 2021
“I was working longer and longer hours just to keep up.” “The tiniest thing would set me off.” “I felt trapped and helpless.” “I had a sense of tunnel vision.” “I told my manager, and all they said was, ‘You’re doing a good job, don’t worry about it.’” “I get to the point where I just don’t want to do anything. A snowball of apathy.” “I came back from sabbatical, and the workload was the same but my perspective was so different.”.
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.
Totango
AUGUST 5, 2021
Strategies for communicating with upset customers can help you retain clients and transform escalations into opportunities. In this blog, we’ll look at some common causes of customer communication problems before presenting four effective strategies for managing difficult conversations. We’ll consider a variety of issues that can cause communication difficulties, ranging from misunderstandings to money to technical barriers.
Zonka Feedback
AUGUST 5, 2021
Net Promoter Score®(NPS) has become the gold standard Customer Experience Metric. More than two-thirds of the Fortune 1000 list currently use the Net Promoter Score to determine customer loyalty. Thousands of leading brands such as Apple, Intuit, G.E., and American Express began using NPS to measure customer loyalty and engagement.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Logicalware
AUGUST 5, 2021
If there’s one thing I’ve learnt when researching and writing about contact centre fraud, it’s that fraudsters succeed by being more adaptable and agile than those trying to prevent them. In other words, change in fraud tactics is constant and rapid. Scams have lifecycles and come and go based on effectiveness and how fast they can be locked down. However, like ‘whack-a-mole’, there is also a seemingly endless supply of new opportunities for fraudsters to exploit.
Zendesk
AUGUST 5, 2021
What is brand evangelism? Brand evangelism looks like customers standing in line for hours to buy an iPhone (even when they have a perfectly good one from last year). It’s people talking and posting about their Apple products, Lululemon pants, or Patagonia outdoor gear as aspects of their personalities and identities—the way some people talk about their favorite team or musical group.
The DiJulius Group
AUGUST 5, 2021
As a leader, realize how important and impactful your words are. What could be a simple hallway conversation to you could be an impactful moment for the person on the other end of that conversation. A lot of times, when an organization gets excited about customer experience, whether it’s the new initiative of the year. Read Full Article. The post How to Create World-Class Leadership in Your Organization appeared first on The DiJulius Group.
MyCustomer Experience
AUGUST 5, 2021
IAll businesses must decide how to price their product. For most companies, the pricing process involves determining your costs and marking. 6th Aug 2021. By Colin Shaw Founder & CEO.
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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.
Knowmax
AUGUST 5, 2021
AI Knowledge Management: Important initiatives for a good foundation?
SugarCRM
AUGUST 5, 2021
It’s the first day back after a long weekend. Some people are blankly staring at their computer screens–sunburned, cranky, and still tired from the late-night drive back from the beach. Now is so not the time to write, design, segment, test, and send a brand-new email campaign. Oh, so not the time. But you don’t have to start from scratch every time a campaign is scheduled to go out.
Aquire
AUGUST 5, 2021
No matter what type of company you are, you should be on the lookout for potential employees that contain essential customer service skills. These skills are necessary for every member of your customer service team in order to improve customer satisfaction. But that’s just the start. There’s a whole skill set your employees need to ensure the best possible customer experience.
Lightico
AUGUST 5, 2021
While the volume of Servicemembers Civil Relief Act (SCRA) cases is generally very low, managing this heavily regulated process is especially critical for banks given the steep penalties banks can face for noncompliance. But processing of SCRA requests to date has been filled with friction and frustration — banks and financial institutions today need a swift and efficient way to manage these processes while ensuring compliance.
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.
Sprinklr
AUGUST 5, 2021
I love tradition and I love sports, so it is no surprise to anyone who knows me well that I absolutely adore watching the Olympics. A magnificent, inspiring sporting occasion with such an incredible heritage: The first modern Olympics took place in 1896 in Athens, and featured 280 participants from 12 nations, competing in 43 events. Today, Japan will play host to over 11,326 athletes from 206 National Olympic Committees involved at the Games.
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