Inside Customer Service

JUNE 16, 2022

"I want them to be more proactive." The vice president was talking about his company's customer service team. His primary concern was customer retention. He worried that employees were too transactional and didn't work hard enough to retain customers. He shared a number of examples. Customer service reps didn't always see the big picture. They often failed to ask probing questions or use adequate listening skills.

Customer Service 192

Customer Service Customer Retention Start-ups Customer Satisfaction 192

The Belding Group

JUNE 16, 2022

"How do you create customer loyalty?" It's a question I'm frequently asked. It's a great question, the answer to which is most often ignored when organizations are developing their business strategy. Shaun Belding | www.shaunbelding.com.

Customer Loyalty 147

Customer Loyalty 147

Beyond Philosophy

JUNE 16, 2022

As you might know, my podcast does an “I’m in a Pickle” feature where business people send in their business problems with customer strategy for our consult. I wanted to share this one with all of you because I realize many of you might have the same pickle. Today’s pickle is sent in from Christine Jones. Christine writes, “Our organization does not take complaints or our Voice of the Customer program seriously.

Education 78

Education Voice of the Customer Customer Satisfaction Customer Feedback 78

cxservice360

JUNE 16, 2022

Creating a data-driven customer experience is not a walk in the park. However, it is considered an engine that propels the business to attain its stipulated goals. This has been proved by approximately 87% of business owners from the United States and the United Kingdom who have invested heavily in creating a better customer experience. Read more. The post How to Craft a Data-Driven Customer Experience Strategy appeared first on CXService360 - Customer Service Articles, Stories and more.

Customer Experience 52

Customer Experience Engineering Customer Service 52

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Zendesk

JUNE 16, 2022

Selling on more than one website has become the best practice in ecommerce. According to Feedvisor , 52 percent of Amazon sellers also sold on eBay in 2018, and by 2020 , 40 percent were selling on Walmart. Then there’s Etsy, Shopify, regional marketplaces, and more. Going multichannel like this makes perfect sense from a CEO’s perspective. But for ecommerce customer service teams, it has meant a barrage of new challenges.

Customer Service 52

Customer Service Omnichannel Social Media Start-ups 52

The Customer Service Blog

JUNE 16, 2022

Millions of iPhone users could be eligible for payouts, following the launch of a legal claim accusing Apple of secretly slowing the performance of older phones. Justin Gutmann alleges the company misled users over an upgrade that it said would enhance performance but, in fact, slowed phones down. He is seeking damages of around £768m for up to 25 million UK iPhone users.

Legal 52

Legal Technology Technology 52

The Customer Service Blog

JUNE 16, 2022

I have a confession to make. I am an Amazon virgin. Unlike the vast majority of people in Britain, I hardly ever buy goods from Amazon. This puts me in the minority, because a massive 86% of people in the UK shop at Amazon, which sells over 600 million products in the UK alone. Around 70% of people buy from Amazon at least once a month, while 17% use the online marketplace every week!

Retail 52

Retail Customer Service Start-ups Customer Retention 52

Knowmax

JUNE 16, 2022

The post Decision Tree vs Flowchart: What Is The Best Solution For New-age Customer Service? appeared first on Knowmax.

Customer Service 52

Customer Service 52

VOZIQ

JUNE 16, 2022

For any business, customer churn is an indispensable, bitter truth. But it’s always possible to minimize the churn risk. Most businesses – in some or the other manner – already have a churn reduction mechanism in place. However, the problem is that many of these mechanisms are centered around end-of-term churn risk, which is reactive in nature for the most part.

Unstructured Data 40

Unstructured Data Customer Retention Structured Data Contact Center 40

MyCustomer Experience

JUNE 16, 2022

HBlend new technologies with tried and tested favourites to refresh your contact centre. Here are some top spring-cleaning tips for. 16th Jun 2022. By Magnus Geverts VP Product Marketing & Management.

Technology 40

Technology Technology 40

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

VOZIQ

JUNE 16, 2022

For any business, customer churn is an indispensable, bitter truth. But it’s always possible to minimize the churn risk. Most businesses – in some or the other manner – already have a churn reduction mechanism in place. However, the problem is that many of these mechanisms are centered around end-of-term churn risk, which is reactive in nature for the most part.

Unstructured Data 40

Unstructured Data Customer Retention Structured Data Contact Center 40

Callminer

JUNE 16, 2022

After two years, we were back in person at the end of May for our fourth LISTEN UK user conference! Read this blog to learn more about the 2022 LISTEN Award winners and their achievements.

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Intercom, Inc.

JUNE 16, 2022

?. For the past two years, we carried the spirit of Pride amidst a pandemic that swept through the world. We learned to work remotely and tried (and keep trying) to strike a healthy work-life balance and stay connected with our loved ones. We moved events and workshops online due to lockdowns and restrictions – holding learning sessions that covered topics such as the ABCs of LGBT and trans awareness – recorded the experiences and memories of our own LGBTQI+ community, and learned to

Start-ups 40

Start-ups Education 40

1 to 1

JUNE 16, 2022

This article first appeared in the Customer Strategist There’s a fundamental shift happening when it comes to customer experience, both in expectations and capabilities, but too many brands aren’t prepared to meet the moment. Until now, it’s been enough for brands to eliminate friction and deliver seamless customer interactions. But not anymore. To truly stand apart from competitors and be something customers want to keep coming back to, brands must embrace the Total Experience – a more holistic

E-commerce 26

E-commerce Artificial Intelligence Touchpoint Finance 26

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

SugarCRM

JUNE 16, 2022

Consumers today have a wealth of options; this puts immense pressure on organizations to ensure they deliver a consistently great customer experience to ultimately build long-term and profitable customer relationships. But studies show that brands are falling on the job. According to figures from PwC , 59% of global consumers feel that companies have lost touch with the human element of customer experience (CX).

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CX Sentiment Analysis AI Machine Learning 26