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.

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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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Your Guide to Building Your First Customer Success Team

TSIA Customer Success

The rallying cry from investors today is: “You need a world-class customer success organization!” ” Customer success (CS) has become a vital component of nearly every technology company. But where do you start with customer success?

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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.

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December CMI Placeholder

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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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Three ways to predict and avoid service failures

Inside Customer Service

Imagine you had a customer service crystal ball. This crystal ball could magically predict service failures. It would give you just enough time to swoop into action and avoid disappointing customers. While I don't have a crystal ball, I can share three proven techniques that do the same trick.

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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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A Quick Guide to Customer Journey Mapping

TSIA Customer Success

The customer success organization is responsible for delivering your company’s promise. Sales and marketing have promised your customers value. Product teams have developed a product/service that can provide value.

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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.

Sales 106
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Powering Personalization Through Customer Data

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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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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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.

NPS 101
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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.

Gaming 145
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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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Product Market Fit: A Lesson from Sephora’s Head of Product

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.

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Ways to Take Restaurant Feedback

Zonka Feedback

Customer feedback is an amazing way to stay on top of your restaurant's pulse. Knowing whether your customers are satisfied or if there are areas to improve to the ongoing success of your restaurant.

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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.

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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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The Godfather - 20 best inspirational quotes

The Customer Service Blog

The Godfather is a 1972 American crime film directed by Francis Ford Coppola, who co-wrote the screenplay with Mario Puzo. It is based on Puzo's best-selling 1969 novel of the same title.

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Customer Preferences: How Community Can Deliver a Simplified Experience

Your customers want a simplified customer experience. Make sure you give it to them with community. Download the whitepaper to learn more!

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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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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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Creating a Restaurant Customer Satisfaction Survey

Zonka Feedback

How significant is client satisfaction in the restaurant sector? If we said something was "super extremely very important," we wouldn't be exaggerating. Feedback Management

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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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Leveraging Data Analytics to Optimize the Customer Experience

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!

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Customer success and the role of community – Interview with Elaine Richards of 37signals

Adrian Swinscoe

Today’s interview is with Elaine Richards, who is the COO of 37signals, the makers of Basecamp and HEY. She joined 37signals in 2021 and joins me today to talk […]. The post Customer success and the role of community – Interview with Elaine Richards of 37signals first appeared on Adrian Swinscoe

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Are prices real? Do they even exist?

The Customer Service Blog

Many readers will already know that, in addition to editing The Customer Service Blog, I also do lecturing and training work in the areas of Business Studies, Management and Marketing. One area of business that has always fascinated me is the subject of pricing.

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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.

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28 mistakes to avoid when measuring customer churn

Callminer

In order to keep valued customers as long as possible, organizations must identify when customers leave and why. This blog looks at the common mistakes made when measuring customer churn

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Shaping the Future: Product Strategy in the Age of Uncertainty

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.