December, 2022

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My top six lessons learned from serving customers

Inside Customer Service

Where did you learn your customer service skills? There's a good chance many came from experience. You might even remember specific customer interactions that taught valuable lessons. Sure, you might have taken a class. Perhaps you had a good boss or mentor. Yet those lessons often didn't sink in until you tried them out with a customer. That's my story.

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How to track customer sentiment

Callminer

Customer sentiment is a crucial metric for every business. Read this blog to learn more about customer sentiment analysis and how it can help improve customer service, guide agent behavior, and more.

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Intercom on Product: How ChatGPT changed everything

Intercom, Inc.

In a recent episode, our Director of Machine Learning, Fergal Reid , shed some light on the latest breakthroughs in neural network technology. We chatted about DALL-E, GPT-3, and if the hype surrounding AI is just that or if there was something to it. He told us things were starting to scale. And just like that, we’re at it again. ChatGPT , OpenAI’s prototype artificial intelligence chatbot, launched last week and it has been making the rounds in the halls of the internet, inspiring amazed react

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Is it time to talk about a more sustainable approach to serving our customers?

Adrian Swinscoe

At a recent event, I spoke to a Chief Technology Officer (CTO) about how it was not untypical for him to have a day of 14 […]. The post Is it time to talk about a more sustainable approach to serving our customers? first appeared on Adrian Swinscoe.

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Customer Experience Management: Optimizing Your Strategy for Financial Success

Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts

In the world of business, connecting the dots from experience to financial impact is an essential skill. Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. To gain buy-in from the C-Suite and key stakeholders, it’s crucial to illustrate how Experience Management translates into clear, measurable business results.

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4 Effective Contact Center Development Ideas

Fonolo

Entrepreneur and CRM expert Bobby Darnell describes business development as a “contact sport.” He’s right! When it comes to contact center development, what Darnell means is that you must engage. You can’t passively improve a call center. . As leaders and managers, you need to get down and dirty with metrics, KPIs, and agent performance to run a successful contact center.

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How Does the Metaverse Relate to Virtual Reality?

Customer Think

Metaverse is an emerging technology developed by Meta that is going to revolutionalise the online gaming industry. The technology is still in the development phase and there is already a significant amount of hype around it. Metaverse technology enables users to access a simulation of the real world where users can connect, interact, shop, and […].

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More Trending

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25 benefits and best practices to get started with real-time analytics

Callminer

Companies today manage ever-increasing volumes of data. Read this blog for expert tips and best practices for getting started with real-time analytics tools.

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Venture capitalist Harry Stebbings on getting into venture

Intercom, Inc.

. There were quite a few memorable scenes from The Social Network, the 2010 movie that chronicles the inception of Facebook – and the lawsuits that followed. There’s the initial whirlwind of a breakup that leads to the highly problematic Facemash.com, the moment Saverin confronts Zuckerberg for being cheated out of his shares, the perfectly delivered “drop the ‘the.’ Just Facebook.” But it was none of those scenes that lingered on Harry Stebbings ’ mind.

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9 ways to help get your budget approved

Adrian Swinscoe

This is a guest post by Tom Gibby, the Co-Founder and CMO of The Bot Platform. The first step in asking is always the hardest. You […]. The post 9 ways to help get your budget approved first appeared on Adrian Swinscoe.

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7 Highly Effective Call Center Improvement Strategies

Fonolo

Call center leaders are always looking for ways to take their operations to the next level. But the question is: what does that next level look like for your business? That all depends on the goals your contact center sets. Success will look different for every organization. It’s up to you to set those standards and provide the right support and motivation for your call center team to achieve them.

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7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus

JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall exper

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The ROI of Customer Experience

Customer Think

Knowing the ROI of customer experience helps to fund CX projects and make intelligent investments in customer experience. But a deeper examination into the question about CX return on investment gets to the heart of what customer experience means for y.

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Top five CX trends used in financial services

CX Network

, FS providers have had to optimize technology capabilities across multiple functions to ensure customer experiences have not suffered. This has resulted in many pandemic-related changes and related p.

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Three ways conversation intelligence can improve brand experience and the bottom line

Callminer

From campaign strategy, to crisis management, to brand sentiment, read about three ways CMOs can leverage conversation intelligence to understand customers' brand experience.

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How do customers want to talk to businesses? Our new survey reveals what you need to know

Intercom, Inc.

We’re fast approaching a new year, with major changes in customer support trends and customer expectations. So what does “good customer support” look like for 2023? We conducted a major survey to find out what people want and expect from customer service, and made some fascinating discoveries. Our latest study contacted 1,000 US customers across generations, to learn more about what they want and expect from businesses as we enter 2023.

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When Customers Win, You Win: How to Deliver Value That Transforms Your Customer Experience

Speaker: Donna Weber - Customer Onboarding Expert

Customer onboarding is so much more than going live with your product and driving adoption. The truth is, onboarding is the most important part of the customer journey. When you set positive first impressions, establish trusting relationships, and quickly deliver meaningful outcomes, you create customers for life. Invest an hour with Donna Weber to learn why your customer onboarding is critical to your success.

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Why you should prioritize accessibility in your customer service experience

Adrian Swinscoe

This is a guest post by Amanda Winstead, a freelance writer from the Portland area. Customer service should be one of the top priorities for every […]. The post Why you should prioritize accessibility in your customer service experience first appeared on Adrian Swinscoe.

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7 Step Action Plan for Call Center Development

Fonolo

Call center leaders have their work cut out for them. From training new recruits to briefing executives and monitoring customer satisfaction levels, the days move fast. Sometimes, it’s hard to find the time to map out call center development goals. . Maybe you have an old action plan from last year that you loosely stick to, but it could use a revamp.

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9 must-haves for a successful B2B marketing strategy

Customer Think

No matter what business you are in, success depends on a good marketing strategy. A well-executed marketing strategy will help you attract your target audience, keep people interested in your offerings, and expand your reach. Not sure how to develop a marketing strategy that works for your small business or startup? I’m here to help […].

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23 Ways to Create an Amazing Experience In 2023

Shep Hyken

Happy New Year! I’m not one for New Year’s resolutions, which are often broken. Instead, I like setting and resetting my goals for the year, and in my world, those goals focus on delivering an amazing customer service experience. So, I’ve created a list of simple ways to deliver the experience that everyone wants. Here are 23 ways to help you and your teams provide an amazing customer experience in 2023. .

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The Hidden Costs of Poor Customer Onboarding

Churn starts within the first 30 days of customers purchasing a product. A lot of it comes down to the first impression customers get through the onboarding process. A poor experience can result in losing current and future customers, and unnecessary overhead. It’s important to know what a poor onboarding experience looks like, the associated hidden costs, and how to build a top-tier onboarding experience for your customers so you can avoid losing hard-earned revenue.

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What is product innovation and why is it important?

Callminer

Read this blog to better understand product innovation, including new product development, and best practices for getting it right with conversation intelligence.

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Intercom’s product principles: Creating personal products by design

Intercom, Inc.

Our mission – the change we want to create – is to make internet business personal. Whether we’re creating tools that improve personalization or strengthening our privacy and security, Intercom has always been committed to bringing a personal touch to every change we make to our product. This is the ninth post in a series exploring our product principles.

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The most common mistake in building an Offer You Can’t Refuse

Steven Van Belleghem

How Decathlon is building an Offer You Can’t Refuse. I want to circle back a little bit to my Offer You Can’t Refuse concept, of which you can see a short refresher clip here: These days, customers have come to really expect four layers of value: They obviously want a good product. They want digital convenience, which has already become a commodity.

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Stop Confusing Free Trials and Onboarding (It’s Costing You Customers)

SixteenVentures

Prospective customers use Free Trials as an opportunity to see if your product is right for them before they buy. Customer Onboarding is the process a new customer goes through to get up and running with your product after they buy. If you confuse Free Trials and Customer Onboarding, you’ll try to engage prospects as if they’re already customers, resulting in poor engagement and lower conversion from free to paid.

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Ramping-up Your Digital CX Strategy: Adaptation of Omni Channel and Conversational Support

Speaker: Michael McMillan - Customer Experience Expert, TEDx Speaker, and Author

Are you looking to elevate your CX support strategy? Customers who have a seamless buying experience, from speaking with sales and purchasing the product to easily finding support, are more likely to return to your organization and recommend it to others. With the numerous changes in the market, it is critical that your CX strategy can evolve and better support your customers regardless of where they are in their journey.

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8 Expert Tips to Make Your Hiring Processes More Efficient

Customer Think

A simple recruiting mistake, like a poorly crafted job description, can hamper your chances of attracting the right talent. However, having the proper hiring process allows you to recruit the best candidates to help your organizations grow. Here are eight expert tips on how to make your hiring processes more efficient! Did You Know? When […].

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Amazing Business Radio: Amy Brown

Shep Hyken

The Power of Listening to Your Customers . Using Conversational Data to Enhance the Customer Experience . Shep Hyken interviews Amy Brown, founder and CEO of Authenticx , a software that listens, analyzes and activates customer voices at scale. She shares findings from Authenticx’s Customer Voices Report and how organizations can use data to drive customer experience strategies.

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11 Potential Customer Experience Themes to Make 2023 Your Best Year Ever

The DiJulius Group

Now is the best time to create your Customer Experience theme for the new year, one that you can rally your entire organization around. Here are some excellent and actionable insights to kick off brainstorming for making 2023 your best year ever: 1. The Great Retention Great companies help people live amazing lives. Great. Read Full Article. The post 11 Potential Customer Experience Themes to Make 2023 Your Best Year Ever appeared first on The DiJulius Group.

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2022 on Inside Intercom

Intercom, Inc.

Well that was quite the year. We’ve made it to the end of 2022 – 12 months in which everything changed for the tech industry. After booming for the best part of two decades, a number of factors coincided to transform the SaaS landscape and tech more broadly. Like so many other companies in the space, Intercom was also affected by these difficult economic headwinds.

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From Hype to Habit: Weaving Customer Experience into the Fabric of Your Business

Speaker: Megan Burns, Founder and Principal of Experience Enterprises

You can have the best CX strategy in the world, but if you can't get your organization to execute it you may as well have nothing. Unfortunately, that's the biggest challenge most CX leaders face: galvanizing people outside their team to take action on - and ultimately ownership of - CX work. This talk explores the functional and psychological roadblocks that keep others from embracing CX even when they think it's important and offers practical guidance on how to break through those barriers so

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Voice of Customer Analytics: What, Why, and How to Do It

Lumoa

Voice of Customer (VoC) is not a new concept. It’s a strategy that many companies have used for years to understand and prioritize customer needs. However, how VoC data is collected, analyzed, and acted upon has changed. Companies are finding that innovative technologies can make collecting voice of customer analytics more effortless than ever—and these technologies have opened up exciting new possibilities for improving customer experiences.

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How To Ask A Client For A Referral [+ Templates]

Totango

ClieOne of the most basic principles of customer success is using your products and services to create advocates for your company/product/brand. Having an army of happy customers can do much of this legwork for you. The fact of the matter is that customers are influenced by word-of-mouth two to 10 times more than they are by paid media. Up to 50% of consumers insist that the recommendations of people they know are the primary drivers of their buying decisions.

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Top 5 Ways to Improve Customer Retention Rate

Customer Think

Photo by Pexels, CC0 1.0 Customer satisfaction is the most crucial factor to run a successful business. Fostering long-term interpersonal relationships with customers should be the prime objective of your business. Even if your products are excellent and you are giving 100% effort but still seeing a dip in customer retention rate, then you must […].

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Guest Post: Is Your Customer Journey Aligned with Brand Expectations? If Not, It Could Be Costing You Sales

Shep Hyken

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. He shares how you can align your customer’s journey with their brand expectations. The customer journey is essential to any company’s success. And in today’s digital age, customer service is now more important than ever before.

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How to Create Unique Customer Journeys to Optimize Business Outcomes

Speaker: Shawn Phillips, CCXP, Head of Growth and Innovation

A one-size-fits-all approach is a great approach – if it’s 2010. With the growth of AI, customers expect – and often demand – a customer journey based on their unique needs and history with your brand. Advanced platforms enable you to move beyond simple personalization or mass customization to create truly unique customer journeys that optimize outcomes for both your customers and your brand.