March, 2024

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Why customer service trainers should avoid learning styles

Inside Customer Service

I bet I can diagnose your learning style with three questions. Where do you sit when you attend an in-person meeting? What do your eyes do when you're explaining something? How do you take notes in a training class? It was a fun trick I discovered as a new trainer. I usually got it right to the mild amusement of my learners. Years later, I was chastened to learn my hocus-pocus wasn't real.

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Best sentiment analysis tools for 2024 and beyond

Callminer

Improving CX is critical, and sentiment analysis can empower companies to understand and respond to customers’ feelings and needs. This blog offers tips for selecting the best sentiment analysis tool.

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Overwhelmed? Try this 2,500 year-old tip

The Belding Group

Overwhelmed? Stressed? Depressed? Years ago I learned this: “When nothing’s going right, the worst thing you can do is nothing” Shaun Belding | www.shaunbelding.

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IWD 2024: How Can Businesses Help Women Feel More Supported and Engaged at Work?

Adrian Swinscoe

This is a guest post by Caroline Gleeson, CEO at Occupop. During the Great Resignation, which saw employees voluntarily leaving their jobs en masse, recent statistics […] The post IWD 2024: How Can Businesses Help Women Feel More Supported and Engaged at Work? first appeared on Adrian Swinscoe.

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How to Easily Navigate Crypto Accounting in the Web3 Era

Speaker: Aaron Jacob, VP of Accounting Solutions & Reagan Cook, GTM Lead

Are you struggling to navigate the complexities and challenges that come with crypto accounting? 🤔 This new webinar will cover everything businesses need to know to get started with crypto accounting after incorporating crypto into their business models! Industry experts Aaron Jacob and Reagan Cook of TaxBit will thoroughly explore the prevalent operational hurdles encountered by accounting teams when interacting with crypto on the books, and detail how software solutions can effectively

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WE KNOW WHAT OUR CUSTOMERS WANT

Futurelab

#NoBullshitCX #20yearsFuturelab “Don’t think. Ask!” Think you know your customers? Think again. When we started to work on a Voice of the Customer (VoC) programme for a large building materials producer, we arranged a kick-off workshop to develop the roll-out plan with a local team. Their sales manager confidently claimed: “We know what our customers want.

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Zendesk + Ultimate: Setting a new standard of service with AI agents

Zendesk

Zendesk announced today that it will acquire Ultimate, an industry-leading provider of service automation, to deliver the most complete AI offering for customer experience (CX) in the market. The latest CX Trends data shows that unprecedented demand for AI is driving up the speed and frequency of customer engagement. In this new era of AI-powered CX, AI agents can push beyond traditional bot capabilities to help brands transform service into a competitive advantage.

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More Trending

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Improving Customer Loyalty Through Data Minimization

Customer Think

Despite living in an era data is heralded as the new currency, a counterintuitive movement is gaining momentum among forward-thinking marketers and CX professionals: data minimization.

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Whatever your title or position, be a servant leader to all generations, especially Gen N.

Bill Quiseng

A veteran of over 40 years in hospitality leadership, I was, until several years ago, a customer service/customer experience speaker. Unfortunately, I suffered a stroke in April 2021. So, I have slightly slurred speech and a dead right side. Since my stroke, I’ve gone from Mr. “Let’s be GREAT out there!” as GM/Managing Director to Mr. Invisible, sequestered alone with my wife in my San Diego apartment.

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What happens when you give data back to people? – Interview with Jamie Smith of Customer Futures

Adrian Swinscoe

Today’s interview is with Jamie Smith, who is the Founder and CEO of Customer Futures Ltd, an advisory firm helping businesses seize the opportunity around disruptive […] The post What happens when you give data back to people? – Interview with Jamie Smith of Customer Futures first appeared on Adrian Swinscoe.

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INSIGHTS EVERYWHERE

Futurelab

#NoBullshitCX #20yearsFuturelab “Question (almost) everything.” Are you innovating “a faster horse”?A few years ago, I worked with the world leader in logistics supplies. They wanted to refresh their innovation process. Until then they typically interviewed all their customers once a year with a 200-question-long survey and held co-creation sessions with some of them.

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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of automation to revolutionize outdated call review processes!

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Building the experiences your customers actually want—with Bitly’s Brad Harris

Zendesk

Bitly’s links and QR codes may be everywhere, but chances are you’ll find the company’s Global Head of Customer Support, in one of two places: running support experiments from his home office or collaborating with other leaders in his favorite community group, Zendesk for Startups. “That’s kind of the first place I go to when I’m saying, ‘hey guys, I’m going to test out turning off our chatbot for a bit,’” he said.

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The Intersection of Generative AI and Big Data: A Turning Point for Financial Services

Execs In The Know

The landscape of financial services evolves constantly, with tech advancements redefining the word “possible” for an industry that has long struggled to fully leverage customer insights. At the heart of this transformation lies the unique relationship between generative AI and big data. As financial institutions (FIs) face greater competition and steeper customer expectations, it’s clear that the convergence of generative AI and big data is not just a trend but a necessary paradigm shift.

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Five Ways Customer Advisory Boards Drive Customer-Led Growth Initiatives

Customer Think

In talking to fellow customer marketers at the recent CustomerXCon 2023 conference held in Boston, it became clear that our charters and roles as marketers continue to evolve and change.

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Ghosting: Why Does This Happen?

Beyond Philosophy

Colin has been ghosted. He was surprised, considering he is married and has been for decades. However, his ghosting experience didn’t come from a romantic partner but a professional one. Since ghosting appears to be spreading into many interactions, we thought we should discuss it here. Ghosting, where someone suddenly stops communicating, has become more common, thanks to technology making it easier to cut off contact.

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How To Craft Your Perfect Retail Tech Stack

Speaker: Jason Cottrell and Brian Walker

The era of all-in-one platforms is over. Now, retail success depends on integrating a blend of diverse technologies to thrive. As customers and stakeholders expect agility and innovation, how can you meet these expectations efficiently without stumbling into complexity? Explore a customer-centric approach to navigating digital transformation in retail.

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The worrying state of the European contact center space

Adrian Swinscoe

Every now and again, I come across a piece of research that makes me want to pull my hair out. One such piece of research was […] The post The worrying state of the European contact center space first appeared on Adrian Swinscoe.

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IT’S ALL ABOUT ACTION

Futurelab

#NoBullshitCX #20yearsFuturelab “Numbers don’t take decisions, leaders do.” One of our clients is very numbers oriented in their CX approach. Whenever we discuss their Voice of the Customer (VoC)results, they want to look at all possible cross-sections: by segment, by brand, by day of the week that their customers birthday falls on, you name it. I am obviously joking, but it represents what we often get at companies: the more numbers, the better.

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The QUI Rule a.k.a. The GREAT Rule: Serve to WOW customers. Serve to CARE.

Bill Quiseng

You’ve heard of The Golden Rule: Treat people as you want to be treated. Dr. Tony Alessandra has shared with everyone about The Platinum Rule: Treat people as they want to be treated. Today I offer The QUI Rule also known as the GREAT Rule: Treat customers a little better than they want to be treated. You are happy because customers leave satisfied with your product or service.

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Beyond Satisfaction: Key Takeaways from Tracy Sedlak’s CRS Tucson Keynote on Voice of the Customer

Execs In The Know

During her keynote address at Customer Response Summit (CRS) in Tucson, Tracy Sedlak, Senior Vice President of Customer Success at Offerpad and Execs In The Know Board Member, tackled the pivotal aspects of CX and the Voice of the Customer (VOC), weaving together insights and strategies critical for leadership. She began by emphasizing the dynamic nature of customer expectations, which are continually shaped by technology and societal shifts.

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Secrets of a Successful Sale: Optimizing Your Checkout Process

Speaker: David Nisbet, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

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24 Ways 2024 Customer Experience is Smarter: CX = EX (Part 3 of 4)

Customer Think

Employee experience (EX) goes hand-in-hand with customer experience (CX). It’s like the chicken and the egg: which comes first? Neither. Both rely upon one another for existence. EX and CX are immature fields of practice. That’s true in every industry and nation.

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Master the Art of Staying Cool: 5 Rules to Handle Customer Crises

Beyond Philosophy

You will have a customer crisis. We apologize for being so direct, but the fact is customer crises are inevitable. When it does happen, will you be able to navigate it to an acceptable outcome? Do you have a comprehensive approach? We doubt it. Few organizations do. Most think a customer crisis isn’t going to happen to them or that they will be able to manage it when it does with their business-as-usual approach.

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A look inside a punk-inspired contact center – Interview with David Powers

Adrian Swinscoe

Today’s interview is with David Powers, who is an author, podcast host, Chief Experience Officer at Rooter Hero Plumbing & Air and a true punk. David […] The post A look inside a punk-inspired contact center – Interview with David Powers first appeared on Adrian Swinscoe.

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CUSTOMER LIFETIME VALUE

Futurelab

#NoBullshitCX #20yearsFuturelab “Unhappy customers cost you more than you think.” A customer is worth more than you think. In my previous column, I mentioned the surprisingly high lifetime value of individual customers–once you really get an understanding of the whole picture. The first time I realized was in the early 2000s, when we designed customer experience strategy for a Japanese luxury car brand.

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Reimagine Your Communications With A Unified Platform

Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

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Revolutionize Your Business with Customer-centric Solutions using Design Thinking

ECXO

Revolutionize Your Business with Customer-centric Solutions using Design Thinking As we sail through the digital age, organizations worldwide are riding the wave of digital transformation to enhance customer experience. Amidst this sea of change, one methodology has emerged as a lighthouse guiding businesses toward success – Design Thinking! Design Thinking, at its core, is a human-centered approach that empathizes with the user, understands their needs, ideates solutions, and prototypes,

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The New Strategic Growth Blueprint for Successfully Reimagining Market Research

C3Centricity

It is a well-known fact that when budgets get tight, marketing is usually one of the first departments to suffer cuts, and market research in particular! Why is this? I believe it is because their ROI is longer-term and often difficult to prove. They therefore make the perfect target for sweeping reductions. What they all need is a strategic growth blueprint.

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QuickBooks or a CRM? Why SMBs need to consider both

Customer Think

Integrating a customer relationship management (CRM) system with QuickBooks, an accounting solution, can greatly benefit small and medium-sized businesses (SMBs). The integration can provide a centralized platform to manage customer relationships and sales processes, track expenses and generate financial reports.

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Overcoming Gridlock in Decision Making: Unraveling the Paradox of False Consensus

Beyond Philosophy

Have you ever come across the Abilene Paradox? It’s when everyone agrees to do something that no one really wants to do. Jerry B. Harvey coined “The Abilene Paradox” based on a family incident. They ended up driving 50 miles each way across the scorching Texas desert to Abilene for dinner, even though none of them wanted to go. They all thought everyone else wanted to go, so they reluctantly agreed.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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The Advantages and Disadvantages of Live Chat Support

Comm100

The immediacy and convenience of live chat has catapulted the technology into a go-to support channel for consumers and an essential tool for businesses. Gone are the days when customers could only get slow and often frustrating support via email or phone. And far gone are the days when agents had little to no information about the customer they were speaking to and were restricted to serving one user at a time.

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Why Customer Experience Success Requires A Great Employee Experience

Experience Investigators

There is an undeniable link between the customer experience (CX) and the employee experience (EX). But don’t just take my word for it: Engaged employees are proven to create better customer experiences. When organizations improve employee satisfaction, they also improve customer satisfaction. C-Suite leaders say employee experience is the top priority when thinking about customer experience.

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The 7 Sins of Customer Experience

ECXO

The 7 Sins of Customer Experience If you fancy watching a quick video summary of this article, click the link below and enjoy: The 7 Sins of CX Are you ready to discover some awesome strategies that can help you take your customers’ experience to the next level? In the dynamic and ever-evolving world of customer experience, there are countless possibilities and challenges that businesses need to tackle.

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The CMO’s 5-Step Guide to Boosting High-Quality Traffic and Customer Engagement

C3Centricity

What is the cornerstone of sustainable growth and competitive advantage today? The answer is that a business can benefit from technology in this digital age to attract high-quality traffic and engage customers effectively. This guide is for all executives who recognize the critical role that strategic, data-driven customer engagement plays in their company’s success.

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Software Composition Analysis: The New Armor for Your Cybersecurity

Speaker: Blackberry, OSS Consultants, & Revenera

Software is complex, which makes threats to the software supply chain more real every day. 64% of organizations have been impacted by a software supply chain attack and 60% of data breaches are due to unpatched software vulnerabilities. In the U.S. alone, cyber losses totaled $10.3 billion in 2022. All of these stats beg the question, “Do you know what’s in your software?