Shep Hyken
AUGUST 17, 2022
Then I read Jan Carlzon’s book, Moments of Truth, many years ago. It was one of the most powerful customer service and experience books at the time, and the content aligned perfectly with my idea of creating Moments of Magic for our customers. Carlzon’s definition of the Moment of Truth was: .
Callminer
AUGUST 15, 2022
VoC insight is crucial for organizations to increase growth rates and achieve business milestones. Read on to learn four methodologies for measuring omnichannel customer experiences
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Myra Golden Media
AUGUST 1, 2022
Many of the Chicago Midway airport newsstands were closed when I traveled through last week. It was 3 pm. I settled on a glass of wine at Reilly’s Daughter in the A Concourse. Typically, they serve food, but the kitchen was closed that afternoon.
Shaun Belding
AUGUST 4, 2022
We know that it is the critical opportunity to reinforce to customers that they made a good decision in doing business with us. Why on earth would we want to create barriers to those outcomes? Shaun Belding | www.beldingtraining.com.
Totango
AUGUST 16, 2022
Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Intercom, Inc.
AUGUST 3, 2022
Our products and platform have come a long way since Intercom was founded 11 years ago, and while our innovation is absolutely something to be proud of, we’re especially proud of the company culture we’ve built in tandem.
Callminer
AUGUST 10, 2022
In the modern healthcare industry, quality patient experiences are more important than ever. Continue reading to discover 101 statistics on patient experience, satisfaction, billing, and more
Experience Investigators
AUGUST 23, 2022
The frustrated leader looks to the heavens, shaking their fists toward the sky. “It seems so obvious,” they shout. All around, trees empty themselves of scattering birds.
Inside Customer Service
AUGUST 11, 2022
Sustainability is all the rage. Consumers increasingly want it. Companies everywhere promote it. Governments demand it with new laws mandating sustainable practices. The big trick is adopting sustainable practices without negatively impacting the customer experience.
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Finding the right CDP can help unlock the value of your customer data. This eBook offers guidance on choosing, deploying, and utilizing a CDP, along with a case study on how one bank put data into action to forge stronger connections with customers.
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Totango
AUGUST 23, 2022
B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams.
Adrian Swinscoe
AUGUST 19, 2022
Eng Tan and Daniel Rodriguez, the CEO and CMO of Simplr, respectively, have a theory. In their 2021 book: Experience is Everything, they say that customer neglect is on the […]. The post Customer neglect is real and needs to be managed, as do customer expectations first appeared on Adrian Swinscoe
Intercom, Inc.
AUGUST 9, 2022
We’re delighted to share that Intercom has been named to the Forbes Cloud 100 2022 , landing at #35 on the definitive ranking of the top 100 private cloud companies in the world. This is the sixth year in a row we’ve been included on the list, demonstrating ongoing innovation and excellence.
Callminer
AUGUST 22, 2022
With the introduction of the FCA's new Customer Duty requirements, brands must take an active stance toward assisting and protecting financially vulnerable customers
Speaker: Sneha Narahalli - VP, Head of Product at Sephora
In this webinar, Sneha Narahalli, Head of Product at Sephora (Digital, Data & MarTech), will give you an iterative method for identifying and developing Product Market Fit.
Experience Investigators
AUGUST 9, 2022
Author Steven R. Covey, in his classic book, The 7 Habits of Highly Effective People , broke down what high achievers do consistently to maintain their effectiveness.
Conversation Agent
AUGUST 1, 2022
I was reading an article about a study by Minneapolis agency SuperHuman about marketing and women above 40. How brands get it wrong. It was 2017, I forgot where they published about it.
Inside Customer Service
AUGUST 25, 2022
Several of my clients have wrestled with this issue. Some feel the overarching organizational mission doesn't clearly address the team's role. A department-specific mission might give employees more clarity. Others worry that creating yet another statement adds confusion.
Adrian Swinscoe
AUGUST 10, 2022
“Can you please come up with a solution to the daily frustrations we have just trying to work together and serve customers?” ” This is a common […]. The post An end to customer support frustrations? Meet NextivaONE first appeared on Adrian Swinscoe
Advertiser: Vanilla Forums
Your customers want a simplified customer experience. Make sure you give it to them with community. Download the whitepaper to learn more!
Intercom, Inc.
AUGUST 18, 2022
When you reach senior level on an engineering track, you’re expected to be optimal in your hard skill set. You’re autonomous, your code is immaculate, and you have a deep understanding of building and shipping software. But going into staff plus roles is another beast entirely.
Callminer
AUGUST 31, 2022
Leveraging VoC is an essential step in boosting customer satisfaction. Read on for our outline of a modern VoC program and tips for putting customer insights to use
Zonka Feedback
AUGUST 31, 2022
You do everything to satisfy your customers and work on various aspects to please them be it product, its price, its features, and everything that caters to the needs of the customers. But all this hard work goes in vain if you fail to provide your customers with a great overall experience.
Conversation Agent
AUGUST 23, 2022
Genuine two-way communication is not just dissemination. Information doesn't equal indoctrination. There's a line between getting attention and agitprop. Providing proof or evidence is not the same as the truth. Truth is a conclusion the other person gets to make.
Speaker: Nathan Hart, Mary Kane & Imran Mohammed
Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!
Totango
AUGUST 11, 2022
Learn How to Build Client Relationships Digitally: 14 Proven Tactics. Knowing how to build client relationships digitally is critical for SaaS businesses.
Adrian Swinscoe
AUGUST 2, 2022
This is a guest post from the folks over at ActiveOps. June 2022 saw the launch of the four-day working week pilot in the UK, in which 3,000 […]. The post How insights transform operational decisions ensuring the success of the four-day week first appeared on Adrian Swinscoe
Intercom, Inc.
AUGUST 3, 2022
Increased response rates, efficiency, and personalization: Welcome to July’s edition of Built for you.
Callminer
AUGUST 29, 2022
Effective call management is an essential step in boosting contact center efficiency. Read on for three best practices to optimize your call management strategy
Speaker: William Haas Evans - Principal Consultant, Product Strategy Practice Lead, Kuroshio Consulting
In this webinar, we'll explore product strategy obstacles and present practices to overcome them while driving clarity and alignment across your executive team.
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