October, 2022

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Is your giant ego is crushing your customer service?

Inside Customer Service

"Who was it?! Who's making us look bad?!" The employee was furious at her coworkers, and she let everyone in the customer service training class know it. I was facilitating the class. The night before, I had completed a mystery shop on five random employees at the client's request.

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Big Customer Conversation? Here’s How CSMs Can NAIL a Strategic Meeting

ClientSuccess

As the importance of customer success – and the role of customer success managers – has grown over the past few years, more and more responsibility is falling into the laps of CSMs.

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25 customer retention strategies to improve CX and reduce churn

Callminer

A solid core of loyal customers is essential to any growing company. Read on for our list of strategies to improve CX and boost retention

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UK consumers say it’s good to talk but are contact centres really listening?

Adrian Swinscoe

This is a guest post by a Graeme Meikle, a Senior WFM Consultant and Project Manager for Calabrio. Despite a rise in digital interactions, the phone […]. The post UK consumers say it’s good to talk but are contact centres really listening? first appeared on Adrian Swinscoe

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The State of Customer Experience 2023 Research Report

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.

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What Is a Journey Health Score?

Shawn Phillips

Visualize, monitor, and manage your journeys with a customized metric designed around your needs, your organization, and your customers

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Reduce average handle time with this one simple trick

Inside Customer Service

Average handle time, or AHT, is an important metric in contact centers. It measures the average length of a call. Many contact center leaders track AHT closely because shaving even a few seconds off the average call could allow the contact center to handle more volume without adding staff.

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How we ensure the highest standards of data privacy and compliance within Intercom

Intercom, Inc.

At Intercom, we believe trust is at the core of every relationship between a business and its customers.

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Four key conversation intelligence use cases in the mortgage industry

Callminer

In CallMiner’s continued work with mortgage lenders and financial institutions, we’ve identified four key use cases for conversation intelligence technology. Read this blog for more

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Contact centres: How to look after your employee’s mental health

Adrian Swinscoe

This is a guest post from Julie Mcintosh, Chief Culture Officer at Kura, the largest independent outsourcer in the UK. The mental well-being of your employees […]. The post Contact centres: How to look after your employee’s mental health first appeared on Adrian Swinscoe

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December CMI Placeholder

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Survey Says: Close the Loop!

Shawn Phillips

Show business impact quickly by mplementing a closed loop feedback system. You probably already have the tools you need to get started

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Why Customer Experience Is Key to Scaling Revenue Growth

Lumoa

It’s no secret that customer experience is key to a company’s success. But what may be surprising is that as businesses compete more and more for customers, customer experience is becoming the new competitive battleground. . What does this mean for companies?

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The Best Social Media Channels for Customer Service

Shep Hyken

Social customer care may not be the most popular channel to deal with customer issues for most businesses, but that doesn’t mean it’s not important. More and more customers are turning to social media to get help. More on why in just a moment.

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Collect’s founder Alex Delivet on automating data collection

Intercom, Inc.

?. Manual document collection is not exactly what you would call a seamless process.

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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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Seven CX solutions: tips and best practices for improving CX in the contact center

Callminer

Read this blog for seven tips and best practices for improving CX in the contact center

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In times like these, customer service leaders can learn a lot from gardeners

Adrian Swinscoe

As we approach the end of the Summer and head into Autumn, here in the Northern hemisphere, many gardeners will be starting to think about getting […]. The post In times like these, customer service leaders can learn a lot from gardeners first appeared on Adrian Swinscoe

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Connect Customer Service Success with Customer Experience Excellence

Experience Investigators

Happy Customer Service Week and CX Day, 2022! Customer Service Week is all about Celebrating Service. And we’re celebrating customer experience (CX) on October 4th with CX Day’s theme: CX Drives Success.

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Do You Have an Outward Focus

The Belding Group

An outward focus, defined simply, is placing the needs of other people at a higher priority than our own. The classic example is the story of Sir Walter Raleigh. Shaun Belding | www.shaunbelding.com. Workplace Tips

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2021 State of Customer Service Experience Report

Consumers are shopping online more now than ever before but find the service experience inadequate. Download The Northridge Group's State of Customer Service Experience report for more insights into the latest customer experience trends.

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5 strategies for managing customer expectations

TeamSupport

A customer can expect everything from the ordinary to the seemingly impossible. But whether or not a customer is asking you to take them to the Moon or provide a simple reporting apparatus, your business needs to be able to meet their expectations in at least some manner, or risk the consequences.

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New at Intercom: Unlocking in-product messaging

Intercom, Inc.

?. At Intercom, we believe that in-product messaging will become the primary customer communication channel. Not only is it the only channel you have full control over, but it’s the best place to quickly sort out issues and share information with your customers in a swift, non-disruptive way.

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CallMiner to highlight new Experience Management capabilities and solutions at LISTEN 2022

Callminer

Join us for LISTEN in Miami, Oct. 31 - Nov. 2, to hear about our product roadmap and how we're supporting experience management use cases, including customer, product and brand experience

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The killer combination: Customer success, happiness and the right technology – Interview with Prashanth Krishnaswami of Zoho

Adrian Swinscoe

Today’s interview is with Prashanth “PVK” Krishnaswami is the head of market strategy and thought leadership for the CX product group at Zoho. Prashanth joins me […]. The post The killer combination: Customer success, happiness and the right technology – Interview with Prashanth Krishnaswami of Zoho first appeared on Adrian Swinscoe

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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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How customer success teams drive value through collaboration

Totango

Recent years have seen an astonishing rise in the popularity of subscription-based products and services. The world of ownership is being replaced by Spotify, Hulu, Amazon Prime, and a host of other on-demand services.

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The Best Customer Experience Conferences in 2023

Lumoa

After a couple of years of hiatus, many Customer Experience Conferences are going back to live events, as you have already seen in late 2022 – or at least they are trying to.

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The Echo

Shep Hyken

There are many definitions of the term brand. One of my favorites is this: A brand is a promised delivered. . Is what you’re known for delivered consistently? Consider Ace Hardware, whose brand promise is The Helpful Hardware Place. When you visit an Ace Hardware store, do they keep their promise?

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Catch up with New at Intercom, our fall product launch event

Intercom, Inc.

We’ve just wrapped up another edition of New at Intercom to share our fall 2022 product launch with everyone. Meet the five brand-new product innovations that will drive up customer engagement this fall – including our biggest messenger update yet. The last year hasn’t been easy.

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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.