Inside Customer Service

APRIL 29, 2021

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. Dining out quickly loses its luster when you travel for work. Several years ago, I had a long-term consulting project in Portland, Oregon. I'd fly in on a Monday, work crazy hours, and then fly home at the end of the week.

Start-ups 147

Start-ups Customer Service Customer Experience 147

Intercom, Inc.

APRIL 29, 2021

Ideally, this wouldn’t be a conflict. Just ask any content marketer – they would rather have the resources and the time to focus on both, because to build a strong marketing brand, you need an approach that covers both the awareness and the acquisition. Striking that balance is of the utmost importance to Joei Chan , Director of Content at the e-learning platform 360Learning.

Innovation 118

Innovation B2B Start-ups Education 118

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. For proof, compare this 2014 customer promise from Comcast — “We are committed to providing Comcast customers with a consistently superior customer experience” — to this recording from the same year. Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to

Customer Service 139

Customer Service Sales Start-ups Voice of the Customer 139

Fonolo

APRIL 29, 2021

Call centers have traditionally been seen as unprofitable, and a necessary cost for businesses. However, recent data has shown that creating exceptional customer experiences and providing quality service with a human touch has a direct effect on consumer loyalty and how much they spend. With that said, call centers are expensive to run, so it’s important to consider the financial costs involved.

Contact Center 128

Contact Center CRM Technology Technology 128

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Customer Think

APRIL 29, 2021

When a company tells a customer they’ll deliver product X by a certain date and fail to do so, it can cause their reputation, or brand, to suffer. Businesses rely on logistical management, or logistics, to avoid these problems and meet their customer’s expectations. Logistics is an essential part of any business strategy. It’s about […].

Customer Service 133

Customer Service Customer Loyalty 133

Conversocial

APRIL 29, 2021

Hello and welcome to. The Conversation Round-Up. where I sift through the latest news and trends in messaging, automation and customer experience to bring you the stories that matter.

Customer Experience 59

Customer Experience 59

Qualtrics

APRIL 29, 2021

At WorkDifferent 2021, we heard from seven-time Superbowl winner Tom Brady, Peloton instructor Ally Love, and leaders at iconic brands like Volkswagen , Pinterest , Uber Eats , and more about how they’re moving forward. Check out the key lessons learned to help you find new ways of working and to move forward with confidence, bravery, and conviction as we begin to come out the other side into an entirely new world.

Sports 26

Sports Innovation Technology Technology 26

Customer Think

APRIL 29, 2021

Artificial Intelligence and automation are being increasingly adopted in contact centers to deliver self-service options for consumers and to assist human agents. Intelligent Virtual Agents (IVAs) with advanced conversational AI capabilities are now helping customers resolve routine requests during self-service interactions while providing a smooth escalation path to the live agent, who is fully prepared […].

Contact Center 122

Contact Center Artificial Intelligence AI Technology 122

Zendesk

APRIL 29, 2021

Personal finance is so important to consumers that more than a third of Americans review their checking account balance daily. Meanwhile, the rise in popularity of financial technology solutions, (fintech), means that more people than ever can make life-changing money moves with a tiny computer in their pockets. In fact, In the midst of an online shopping boom due to COVID-19, the online payment processor Stripe has become a Silicon Valley favorite.

Customer Service 59

Customer Service Social Media Finance Customer Feedback 59

Customer Think

APRIL 29, 2021

Customer data gives you a clearer picture of your audience. Just knowing the basic demographics of your customers helps you identify the right channels to target and refine your messaging. While information like age and income levels are useful, they don’t exactly tell you how customers feel about your products or services. Nor do they […].

Customer Experience 115

Customer Experience 115

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

Totango

APRIL 29, 2021

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 that improves your team’s efficiency and takes your customer success to the next level. . In October 2019, Slack reported that more than 6 million people were using its online collaboration software.

Touchpoint 107

Touchpoint Start-ups Technology Technology 107

Customer Think

APRIL 29, 2021

Email marketing is one of the most cost-effective ways to promote your brand, connect with customers, and generate leads. Despite its many benefits, many businesses—small and large—are either unfamiliar with email marketing or are afraid of it. In this guide, we’ll cover everything you need to know about email marketing, including best practices, tips, statistics, […].

CX 114

CX Customer Experience 114

Customer Think

APRIL 29, 2021

In an earlier blog, I talked about the opportunity that CX leaders have to redefine their teams in a way that works for customers and the bottom line by embracing automation. While making predictions in the wake of 2020 seems risky at best, there are some lessons learned from our pandemic year that can be […].

CX 111

CX Customer Experience 111

Customer Think

APRIL 29, 2021

A significant shift in how buyers choose to interact with selling organizations has been underway for the past year. The global pandemic altering seller and buyer interactions in ways unimagined just a few short years ago. A recent McKinsey.

Sales 78

Sales 78

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

Customer Think

APRIL 29, 2021

There’s a lot of discussion about creating a role/function in the organization responsible for “Revenue Operations.” Depending on who is making the argument, there is talk about combining Sales and Marketing for a more cohesive strategy to drive revenue generation and revenue growth. Some will add in Customer Experience/Service/Support.

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Sales Customer Experience 69

Customer Think

APRIL 29, 2021

This article first appeared in the April 2021 "Supercharging Sales" issue of the International Journal of Sales Transformation.Given the overall theme of the magazine, I thought it might be appropriate to focus on a topic that has long been a focus of.

Sales 69

Sales 69

Customer Think

APRIL 29, 2021

Pets are people, too. Well, not technically — but they are full-fledged family members to 72% of folks in the United States. As birth rates plummet among younger generations, “fur babies” have taken the place of human kiddos. And they’re pampered just as much as any toddler. Case in point: It’s hardly unusual to see […].

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Customer Think

APRIL 29, 2021

Thanks to technological advancement there is no doubt that the software industry has grown quite a lot and is now saturated too. Since the tech start-ups are growing like never the industry experts advise that in the coming future there will be more than millions of software companies across the globe in the next 10 […].

Start-ups 52

Start-ups Technology Technology 52

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

Retail

Customer Think

APRIL 29, 2021

The Alida CXM & Insights Platform has been enhanced to action total customer feedback in near real-time.

CXM 64

CXM Customer Feedback 64

Customer Think

APRIL 29, 2021

Stratifyd Solutions powered by Smart AI ™, includes five solutions to gain faster time to insights and drive greater organizational impact.

AI 52

AI Customer Experience 52

Customer Think

APRIL 29, 2021

The most effective digital customer experiences, no matter the product or service they offer, likely have something in common — they were created by UX/CX teams that were empowered to be bold, and to try something new. For the most resourceful among them, that confidence is bolstered by user research that has already confirmed that […].

CX 59

CX Customer Experience 59