Callminer
NOVEMBER 7, 2021
We recently announced our LISTEN 2021 Award winners, including seven LISTEN 2021 Analyst Award winners, and Top Partner and Top Customer of the Year. Read the blog to learn about the recipients.
Intercom, Inc.
NOVEMBER 2, 2021
Across the US, people are quitting their jobs in record numbers. . This year, it’s estimated that approximately one in four people have quit their jobs , and those positions are remaining open for much longer than expected. Countless theories have tried to explain the “Great Resignation” we’re experiencing, but none have managed to pinpoint an exact cause.
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Adrian Swinscoe
NOVEMBER 26, 2021
This is a guest post from Natasha Bougourd, a copywriter for Impact International. COVID has revolutionised the way we work, and many businesses are now living […]. The post How can managers support and progress their hybrid workforces? first appeared on Adrian Swinscoe.
Futurelab
NOVEMBER 9, 2021
As customer experience professionals, the work you do to identify improvement opportunities and other initiatives to design and deliver a better experience requires you to build the business case and help your executives prioritize those initiatives – because there are typically many improvements that need to be made. I’ve previously written about prioritization methods and criteria: Tags: Annette Franz (Gleneicki) customer experience decision making leadership prioritizing Facebook Like.
Speaker: Loreal Lynch, 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.
Inside Customer Service
NOVEMBER 4, 2021
Note: Lessons from The Overlook is a periodic update on lessons learned from owning a vacation rental property in the Southern California mountain town of Idyllwild. It's a hands-on opportunity to apply some of the techniques I advise my clients to use. You can find past updates here. Small problems are easy to dismiss with a shrug. When a few more customers call, confused about how to use the latest software update, it's easy to shrug it off.
Bill Quiseng
NOVEMBER 13, 2021
A while back, I wrote an article entitled “Great Service is Great Theater”. Today I want to offer another article about the very same subject, an encore performance so to say. So, here it is: There are some who say that they, as customer service professionals, have been trained to act the part to be happy to serve. They believe they are acting. They claim they can never “be the part” to be happy to serve.
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.
NOVEMBER 24, 2021
Your decision-making process is slowing you down. . Speed is every startup’s biggest competitive advantage. We know that moving at speed is all about making decisions quickly and acting on them – but quick decisions get a bad rap. . They’re considered heedless, overly luck-dependent, and almost treasonous by those of us in the data and research domains.
Adrian Swinscoe
NOVEMBER 19, 2021
This is a guest post by Monica Eaton-Cardone, the co-founder and COO of Chargebacks911. We’re gradually working our way to a post-Covid sense of normalcy. However, […]. The post Acquisition vs. retention marketing: why ecommerce outfits should pivot their strategy first appeared on Adrian Swinscoe.
Futurelab
NOVEMBER 9, 2021
A few weeks ago, I wrote about Seth Godin’s concept of finding your Who , which is all about identifying who your products are for. The Who isn’t defined by demographics but by psychographics: their (customer) beliefs, their dreams, their desires. It’s a reminder that developing personas is so important to customer experience design. And it’s a reminder that we should be finding products for our customers, not customers for our products.
eglobalis
NOVEMBER 22, 2021
Best New Customer Experience and Design Books – 2021 List best employee experience and design books. The post Best New Customer Experience and Design Books – 2021 List appeared first on Eglobalis.
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Bill Quiseng
NOVEMBER 6, 2021
When you are working in customer service, you have been happy that your customers leave satisfied. You have sold them a product or service that meets their wants or needs. Or you solved their problem for them. You were happy because, in the end, they were satisfied. But their satisfaction does not guarantee their return. The good news is that your satisfied customers didn’t complain.
Fonolo
NOVEMBER 23, 2021
When you think of the phrase “call center training”, does the word fun come to mind? If it doesn’t, you’re probably not alone. After all, workplace training has a reputation for being dull with endless PowerPoint presentations and the occasional role-playing exercise. But now, with agent engagement becoming a growing priority for call centers, it’s a great time to reimagine your approach to training your team members.
Intercom, Inc.
NOVEMBER 9, 2021
When you’ve launched your product, raised a round or two, and scaled the business beyond the early days, inevitably things start to slow down. You used to speak in hours and days, and now it’s months and quarters. You used to obsess about innovation and being at the front of the market, and now you’re feeling bogged down shipping table-stakes features.
Adrian Swinscoe
NOVEMBER 8, 2021
Customer service teams are often taken for granted. Some of you may think that that is a strong statement. But, if you look up the expression […]. The post Customer service teams: the time for more service advocacy is now first appeared on Adrian Swinscoe.
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.
Customer Think
NOVEMBER 12, 2021
I originally wrote today’s post for WixAnswers. It appeared on their blog on June 7, 2021. We know that the customer experience is important to the success of any organization. Customers are king, and they vote with their wallets – and with their fe.
Shep Hyken
NOVEMBER 3, 2021
One of our faithful subscribers sent in a question. While he’s in the hospitality industry, this could apply to any type of business. There have most likely been times that many of us have fallen short in taking care of our customers. It could be an isolated incident, which is easy to fix. But what happens when it becomes a trend? With that in mind, here’s his question, followed by my answer and comments.
Experience Investigators
NOVEMBER 2, 2021
Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. But what are they, really? How are they created? And how can you overcome the obstacles that tend to keep organizations from creating truly great, useful personas? That’s what we’ll tackle today. What is a Customer Persona?
Steven Van Belleghem
NOVEMBER 26, 2021
What on earth is an NFT? But first, for those who don’t know what an NFT or non-fungible token is, it’s a record on a cryptocurrency’s blockchain that represents a piece of digital media. Non-fungible means that it is a unique digital piece and that it cannot be replaced with something else. To borrow an analogy from Verge: “a bitcoin is fungible — trade one for another bitcoin, and you’ll have exactly the same thing.
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?
Intercom, Inc.
NOVEMBER 17, 2021
We stay in close conversation with our customers so we can find new ways to make Intercom even better for you and your teams. Over the last few months, we’ve released updates that help you improve and measure your conversational support efforts, engage customers with multichannel transactional messaging and other customer engagement enhancements, and integrate the tools you use every day – including WhatsApp!
Intercom
NOVEMBER 11, 2021
Users are recruiting your product to reach a specific outcome in their lives — whether that’s catching a flight to reunite with their families or using a productivity app to meet a deadline and impress their boss. For Samuel Hulick , a UX consultant and one of the biggest authorities out there on user onboarding, that means thinking less about the product itself and more about how to get users the results they’re after.
Customer Think
NOVEMBER 13, 2021
The term “headless WordPress” has recently become popular. You’ve probably heard about it but aren’t sure what it means. WordPress is a large and incredibly complicated platform, yet it has limitations. It’s a full-featured tool for bloggers and developers with many options, but it doesn’t let you do everything. Consider the following scenario: Publishing content […].
Shep Hyken
NOVEMBER 10, 2021
Recently I was talking to a customer support rep. She was amazing. She was personable, genuinely cared, and I felt that she understood my problem. That said, we were struggling to get the problem resolved. She said, “I know you want to get this resolved right away. I can give you a fast answer or I can give you the right answer.”. Next, she explained why.
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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
Experience Investigators
NOVEMBER 16, 2021
A customer experience leader’s role is often tied to collecting, analyzing and acting upon customer feedback. Many leaders are tasked with developing customer feedback programs, including how and when to send surveys, where to insert feedback tools like kiosks or chatbots, and how to report on the feedback once it’s gathered. But there’s a serious challenge in many organizations.
Steven Van Belleghem
NOVEMBER 22, 2021
Step 1: Create an engaging vision. At the heart of any successful strategy lies a powerful yet tangible vision, and that’s no different with anything CX-related. As stated above, “putting the customer at the center” is not specific enough to be able to enthuse and engage your employees. You need to specify which problem you want to solve for the customer, what you will be able to do to improve their life and which mindset should be connected to that.
Intercom, Inc.
NOVEMBER 4, 2021
You wouldn’t expect to find a Brand Studio at every tech startup, but then again, we’ve always enjoyed doing things a little bit differently. Behind every feature launch, every blog post, every book, there they are — creative directors, copywriters, designers, illustrators, and animators with the sole mission to make modern communication between businesses and their customers feel a little bit more personal and human.
Intercom
NOVEMBER 30, 2021
Customer support is more business-critical than ever. But in today’s fast-paced world, your customer support can only be as effective as the technology that underpins it. Study after study shows that the vast majority of support teams are unhappy with their current customer support tech stacks. A recent Forrester Consulting study commissioned by Intercom, Drive Conversational Experiences For A Future-Ready Customer Support Strategy , revealed that 54% of teams can’t personalize support with thei
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.
Customer Think
NOVEMBER 29, 2021
One of our podcast listeners, Jeanne-Claude, wrote about a problem he was having for a recent episode. I am writing about it here today because it is likely a problem some of you share. Jeanne-Claude’s problem is that his company offers a complicate.
Totango
NOVEMBER 5, 2021
What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? Well, if you’re Aruba, you go digital. In a recent webinar titled “How Aruba Scaled their Customer Engagement Strategy”, Aruba’s Director of Customer Success Operations Matt Harmon and Head of Digital Engagement Strategy Teresa Chu, discussed how Aruba leveraged Totango and a digital-first customer success approach to drive customer e
Shep Hyken
NOVEMBER 23, 2021
What the Holidays Mean for SMB’s. The Opportunities and Challenges Small and Medium-Sized Businesses (SMB’s)Will Face This Holiday Season. Shep Hyken interviews Kiel Harkness, Head of Global Marketing and Business Intelligence at UPS Capital®. They discuss how SMB’s can compete with giant brands when it comes to problem resolution for delays, theft, and problems during the holiday season.
Steven Van Belleghem
NOVEMBER 7, 2021
Create a safe space. The most crucial part of enabling customer centric behavior is creating a safe environment for your employees. If you want them to act in a customer centric way, they will need to be able to solve problems or offer customer advice in a fast and smooth manner. You will probably have your very own vision on how that should be done in the most optimal manner, and that’s great.
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.
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