July, 2022

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25 customer satisfaction survey questions and examples

Callminer

Looking to optimize your customer satisfaction surveys? Read this blog for questions and examples to help flesh out your own strategy.

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29 leaders share the best ways to increase customer lifetime value

Callminer

We asked a group of industry leaders, “What's the best way to increase customer lifetime value?” Read this blog to learn their insights and best practices.

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Communication Problems At Work? Try This

The Belding Group

Before you condemn a customer, colleague or boss for not explaining something well or of not paying close enough attention to your instructions, ask yourself these six things: Shaun Belding | www.shaunbelding.com.

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Three Things That Would Have Improved Our House Moving Experience

Adrian Swinscoe

I’ve not published an article on Forbes for a little while. The primary reason for that is that my wife and I have been consumed by […]. The post Three Things That Would Have Improved Our House Moving Experience first appeared on Adrian Swinscoe.

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From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, 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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Three ways to test your company values

Inside Customer Service

The data was shocking. Even hurtful. An employee who worked for another department was sometimes loaned to my team. A monthly payroll report showed a lot more hours were charged to my team than she had actually worked. This was a great employee. Someone who did good work and was well-liked. She was recently recognized as the employee of the month. I wanted to believe this was a simple error, so I shared the report with the employee's boss.

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Intercom’s Sanj Bhayro on creating the right foundation to help businesses scale

Intercom, Inc.

Growth is arguably the most defining and sought-after trait of technology companies. Those line charts showing fast-rising user acquisition or explosive ARR have been synonymous with the industry over the past decade. However, growth is seldom linear, as is all too clear in the current economic climate. It fluctuates, plateaus, goes up and down with each new round of funding, new competitor, new technological leap – or even a global pandemic or economic downturn.

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More Trending

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CallMiner CTO Jeff Gallino joins Bloomberg Radio’s Money Minute to highlight customer service trends

Callminer

Read this blog to learn more about CallMiner CTO, Jeff Gallino's recent appearance on Bloomberg Radio’s Money Minute to talk customer service trends with Gina Cervetti.

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Pick Up The Phone!

The Belding Group

Want to be more effective and efficient in your communications and your work relationships? Try picking up the phone. You'll be surprised at the difference it will make. Shaun Belding | www.shaunbelding.com.

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How to avoid burnout at the workplace

Adrian Swinscoe

This is a guest post by Eleonora Hristova, a copywriter that writes on behalf of Dune London. Burnout because of stress in the workplace is now […]. The post How to avoid burnout at the workplace first appeared on Adrian Swinscoe.

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How your customer service pep talks can stay fresh

Inside Customer Service

"My employees are tuning me out." The customer service leader explained his company had a customer service vision that he talked about in every meeting. A customer service vision is a shared definition of outstanding service that gets everyone on the same page. Unfortunately, employees were starting to get bored. They'd heard the manager talk about the vision so many times that it had gotten repetitive.

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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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Built for you: Two-way SMS, a next-generation Inbox, smarter bots, and more

Intercom, Inc.

We started off the summer with a bang – hosting the Summer 2022 edition of New at Intercom and announcing three huge new product releases: SMS , the next-generation Inbox , and Custom Actions and Custom Objects in bots. If you joined us for New at Intercom last month, you may already have some idea of what’s in store on Built For You this month, (but if not, you can watch it on-demand here ).

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As Brick & Mortar Retail Bounces Back Where Does The Future Lie?

Beyond Philosophy

The Future of Brick and Mortar. One of the features of The Intuitive Customer podcast is “I’m in a Pickle,” where listeners come to us with business problems that they would like our advice on solving. We had a pickle about the future of brick-and-mortar after the pandemic that I thought I would share with you, too. Here’s what Bjorn had to say: Hello, Ryan and Colin, and thanks for a great show.

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22 healthcare professionals share considerations for patient satisfaction surveys

Callminer

Read this post to learn about improving patient satisfaction surveys and the overall patient experience.

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How to Calculate Schedule Adherence in the Call Center

Fonolo

Scheduling is vital to any call center leader’s job – down to the last break. We all know the ramifications: if you’re short an agent at peak time, your customers will feel the brunt of long waiting times. If you are looking to improve call center agent productivity and optimize your contact center operations , you must learn how to calculate call center schedule adherence.

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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?

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42% of workers feel that digital transformation efforts have made their job more complex – Interview with Don Schuerman of Pega

Adrian Swinscoe

Today’s interview is with Don Schuerman, the CTO and Vice President of Product Marketing at Pega. Don joins me today to talk about a new report […]. The post 42% of workers feel that digital transformation efforts have made their job more complex – Interview with Don Schuerman of Pega first appeared on Adrian Swinscoe.

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Listening to customers is still your best long-term CX strategy

MyCustomer Experience

Customers are your best source of business and market insights. By listening to them, you can learn what they want and need from your. 9th Aug 2022 Customer listening is your best long-term strategy. By Michael Hinshaw Founder and President.

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Intercom’s product principles: How connected, modular systems help us to focus on important decisions

Intercom, Inc.

When I joined Intercom eight years ago, I knew nothing about system design. I designed and presented my ideas using high-fidelity mockups. They were quick to put together, and so I assumed that even wireframes were a waste of time, let alone system design diagrams. This is the second post in a series exploring our product principles. Here, Gustavs discusses our design principle of “Connected, Modular Systems”.

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The cost of living crisis and increase response rates

Beyond Philosophy

We hope you enjoy today’s show. If you do, could vote for us in the People’s Choice Podcast Award? It doesn’t take long to cast your vote and it would really mean a lot to both Ryan and I. Thanks very much. Cheers! To vote, please click here. Usually, we have one pickle per podcast. However, today’s podcast has two pickles per podcast.

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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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27 professionals share their favorite call center interview questions

Callminer

Read this post to learn how to hire top-notch call center agents using the right interview questions.

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Amazing Business Radio: Deon Nicholas

Shep Hyken

Human-Centered AI. Using AI to Enable and Empower Customer Service Agents. Shep Hyken interviews Deon Nicholas, CEO and Co-Founder of Forethought , a company that builds human-centered AI to transform the customer service experience. He shares how companies can use AI and technology to help customer support agents and customers find the best resolution.

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Unlocking the hidden value of language to drive personalisation – Interview with Assaf Baciu of Persado

Adrian Swinscoe

Today’s interview is with Assaf Baciu, the Chief Operating Officer and co-founder of Persado. Assaf joins me today to talk about Motivation AI, language, personalisation and […]. The post Unlocking the hidden value of language to drive personalisation – Interview with Assaf Baciu of Persado first appeared on Adrian Swinscoe.

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Why Customer Expansion Should Be A Critical Component of Your Growth Strategy

Totango

Did you know that 70% of revenue in a subscription-based business comes from existing customer renewals and upsells? Renewals and upsells are effective ways to expand customer revenue for any recurring revenue business model but they are especially important during periods of economic uncertainty when new acquisition growth slows down or stops altogether. .

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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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What is customer success?

Intercom, Inc.

Customer success is a business effort to help your customers achieve their objectives. . As the name implies, customer success involves working with your customer to discover how your products and/or services can best empower them to reach their goals and objectives. . Often, this means anticipating your customers’ needs and wants, and taking proactive steps to outperform their expectations. .

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Building Trust And Selling From The Heart

Doing CX Right

Larry Levine, Best-Selling Author of "Selling From The Heart," explains new effective ways to approach buyers and increase sales with an unbeatable competitive edge. Hint: Success starts within, not out. It's about YOU. The post Building Trust And Selling From The Heart appeared first on Doing CX Right.

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25 top sales methodologies and best practices

Callminer

Read this post to learn tips and best practices for adopting an innovative sales methodology.

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Different is Better Than Better

Shep Hyken

I’m going to break just a bit from my typical customer service/customer experience ideas and share another lesson: Different is better than better. . This was my big takeaway as I listened to supermodel, talk show host, producer, writer, actress, and entrepreneur Tyra Banks share her life story at CCW (Contact Center Week), the industry’s largest conference and trade show of its kind.

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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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Customer outcomes – A business model transformed

Adrian Swinscoe

This is a guest post by Johan Treutiger, Åsa Ahlgren, Erik Thure, and Erik Tengblad of Arthur D. Little. Over the past five years, organizations across […]. The post Customer outcomes – A business model transformed first appeared on Adrian Swinscoe.

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7 Traits for Effective Interactions: Social Skills = Job Security

The DiJulius Group

As head of the world’s largest professional-networking site, LinkedIn CEO Jeff Weiner knows better than anyone what companies are looking for in recruiting new talent, and that effective social skills equal job security. According to Weiner, careers involving social interaction and social skills will be most coveted and secure in our automated future.

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What is customer activation?

Intercom, Inc.

Customer activation is the process of motivating prospects or customers to take the next step in the customer journey or customer lifecycle. This is sometimes referred to as user activation. Whether interacting with new customers or helping to re-engage dormant ones, customer activation is a crucial initiative designed to help people get the most value out of your business. .

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AI is just opinions written in code! Have you built in AI Ignorance?

Beyond Philosophy

We hope you enjoy today’s show. If you do, could vote for us in the People’s Choice Podcast Award? It doesn’t take long to cast your vote and it would really mean a lot to both Ryan and I. Thanks very much. Cheers! To vote, please click here. Artificial Intelligence (AI) is an incredible technology with potential to shape the future of humanity.

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib