Fri.Jun 11, 2021

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Why You Should Be Proactively Firing Customers Without Hesitation

Beyond Philosophy

In my early career, I never thought I could fire a customer. I felt like if a customer wanted to be a customer, I should let them. However, I have changed my opinion over the years. Now, I believe that the customer relationship goes both ways and customers that aren’t treating your organization or employees well should get sacked. In my global Customer Experience consultancy, I have refused to work with some organizations.

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What is agent experience? (and why it’s good for customers, too)

Zendesk

. . . Companies have long focused on customer experience; some may even say they’re, gasp, customer obsessed. But buzz words aside, all this means is that they’re putting the customer at the center of everything they do. From sales to marketing and support, these companies aim to please at every step of the customer journey. With such a heavy focus on needs of customers, far too often the needs of agents get overlooked.

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How to Create a Single Customer View for Better Customer Experience?

Zonka Feedback

It is not enough for business owners and leaders to know what their customers want; they need to know how their customers are feeling. This is where a single customer view comes in. It enables businesses to track customer sentiment, complaints, and reviews on social media sites such as Facebook and Twitter in order to get a better understanding of their customer experience.

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What is a sales funnel? The ultimate guide

Zendesk

The concept of a “sales funnel” is a little misleading. After all, a real funnel is designed to catch and pour out every ounce of liquid you put into it. But not every lead that enters the top of your sales funnel will come out the other end as a customer—there’s bound to be some pretty significant spillage along the way. That doesn’t mean your sales and marketing teams should settle for a slow drip of conversions, though.

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From Data to Decisions: Maximizing Retail Potential with AI

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.

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Supercharging Your Tech Stack with Totango: Amplify Your Data Warehouse

Totango

In this blog series, we discuss different Totango integrations that help to harness the powers of all of your technology platforms into one dynamic system. The Totango API provides a full customer 360 view and helps improve your team’s efficiency so you can take your customer success to the next level. . This article explores Totango’s data warehouse integrations including Google BigQuery, Microsoft SQL Server, Redshift, and Snowflake, but these are just a few of the ways you can integrate your

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How to Improve Customer Service With The Help Of SEO

cxservice360

Good customer service always goes side-by-side with search engine optimization. Those who have vast experience in the field are aware that the technical side of the business is not the only thing that matters. It hasn’t always been like that, but for the last couple of years, Google has systematically punished SEO managers who build. Read more. The post How to Improve Customer Service With The Help Of SEO appeared first on CXService360 - Customer Service Articles, Stories and more.

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Understand every voice: How to use XM in health insurance contact centers

Qualtrics

Health insurers are eager for greater insight into how members feel when they call, live chat, or text. Capturing far more than the words can unlock a treasure trove of actionable insights and information. At Qualtrics we know the importance of tone, speed, sentiment, and volume in adding depth and reliability to linguistic data. What is speech analytics?

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This Is One of The Most Powerful Marketing Tools: Peoples’? Aversion to Loss

Beyond Philosophy

I downgraded one of my online subscriptions recently. I noticed in the process that not only did the platform tell me about all the features and benefits I would lose access to by downgrading, but they put it in red typeface AND had me check off a box for each item I was losing. I couldn’t help but think what a great example this experience was for using Loss Aversion to get customers to do what you want.