June, 2022

Three ways to win the technology tug-of-war

CX Network

Discover how to use enhance digital customer experience effectively to humanise digital touchpoints

How to Create Customer Loyalty

The Belding Group

"How do you create customer loyalty?" It's a question I'm frequently asked. It's a great question, the answer to which is most often ignored when organizations are developing their business strategy. Shaun Belding | www.shaunbelding.com. Winning with Customers Workplace Tips

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4 eras of AI innovation in conversation intelligence

Callminer

Want to know more about AI’s role in conversation intelligence? This blog looks at four eras of AI and the impact they’ve made on customer-centric companies

Who Says Banks Can’t Deliver WOW Customer Experiences?

Shaun Belding

Last month we got not one, but three stories of truly WOW customer experiences. All three of them from a bank — the same bank. This, from my experience, is a customer service unicorn of the highest order. Shaun Belding | www.beldingtraining.com.

How to Optimize Your Contact Center: AI Tech for a Better CX

Speaker: Paul Weald, Contact Center Innovator

With the help of artificial intelligence and machine learning, you can streamline your contact center productivity and efficiency by reducing call wait times, monitoring customer sentiment and satisfaction, and providing better self-service options for all of your customers. Join us for this exclusive webinar with contact center innovator Paul Weald to learn more!

How to get your customer service employees to be more proactive

Inside Customer Service

"I want them to be more proactive." The vice president was talking about his company's customer service team. His primary concern was customer retention. He worried that employees were too transactional and didn't work hard enough to retain customers. He shared a number of examples.

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IT IS TIME TO RECESSION-PROOF YOUR BUSINESS

The DiJulius Group

Do you know how to recession-proof your business? I am probably one of the few business owners who actually likes a recession, in some cases, prefers it over a booming economy.

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Good Intentions Can Be More Important Than Perfection

Shep Hyken

Not long ago, I wrote about calling your customer or an employee “honey.” It generated dozens of comments. One of our subscribers made a good point.? .

How can artificial intelligence help shape the future of collections?

Callminer

AI can play a vital role in the collections strategy. CallMiner’s Rick Britt, VP of AI, explore how at Credit Connects Online Collections Technology Think Tank on 7th July at 11:55am BST

A Great Example of WOW Customer Service

Shaun Belding

This is what WOW experiences are all about. This fantastic story about the actions of Publix employee Gilnet Sainvil reaches to the very heart of creating loyalty. Shaun Belding | www.beldingtraining.com. Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog.

The Inner Circle Guide to Remote & Hybrid Contact Center Solutions

In this handy guide, learn everything you need to build your ultimate contact center—with no walls and no limitations. Empower your agents to serve your customers better, and from anywhere.

The ultimate guide to service recovery

Inside Customer Service

My first customer service interaction didn't end well. I was sixteen and had been on the job for 15 minutes. An irritated customer approached and I said the wrong thing. He stormed out of the store. It was a terrible feeling to see a customer literally walk out the door.

New research finds that customer service agents are abusing customers

Adrian Swinscoe

At the end of March, Olga Khazan writing in The Atlantic published an article that asked “Why People Are Acting So Weird.” The article describes how, […]. The post New research finds that customer service agents are abusing customers first appeared on Adrian Swinscoe

Six Customer Success Email Templates to Save Your CS Team Time

Totango

Customer success email templates form a foundation for effective CS automation. While customer success management can result in a rewarding payoff, it can also be very time-consuming if you don’t use the right strategies.

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The Difference Between Good and Great

Shep Hyken

If you had to have surgery, would you rather go to the most skilled surgeon or the nicest surgeon? . I was at a party the other night and someone I met shared his opinion of the difference between a good doctor and a great doctor. A good doctor makes you well.

The New Digital Landscape for Next-Gen CX

Boost customer satisfaction across all digital channels with this stat-filled guide, which reveals the key ingredients you need to keep all of your customers satisfied.

CallMiner product innovation series: Q1 2022

Callminer

Read this blog from VP of Product Management, Bruce McMahon, to learn more about the most recent CallMiner updates across the platform, solutions and teams

Irrefutable Evidence: Great CX Brands Outperform Competitors & Stock Market Significantly, in Any Economy

The DiJulius Group

How do companies outperform competitors and the stock market by significant margins, in any economy? By being customer experience leaders in their industries. Make no mistake about it, there is a direct correlation between love, loyalty and profitability. According to Bain & Co.,

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Why all customer service surveys really measure just one thing

Inside Customer Service

There's a good chance you and your colleagues have had a tortured conversation about customer service surveys. What type of survey is best? How many questions should it include? Are the scores all fair? That last one is a doozy.

Design is not design without research – Interview with Alfonso de la Nuez of UserZoom

Adrian Swinscoe

Today’s interview is with Alfonso de la Nuez, the Co-CEO and Co-Founder of UserZoom, the pioneering UX Insights System. Alfonso joins me today to talk about […]. The post Design is not design without research – Interview with Alfonso de la Nuez of UserZoom first appeared on Adrian Swinscoe

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How to Work with Your Customer Success Team to Create a Great Product Feedback Experience

Speaker: Rebecca Notté, Product Operations Manager and Hannah Chaplin, Director of Product Marketing at Pendo

In this session, Hannah Chaplin and Rebecca Notté will detail the challenges of managing feedback between product and customer success teams and share their best practices on how to combat these challenges.

Customer Success in SaaS: A Complete Guide & Best Practices

Totango

Customer success in SaaS differs from CS in other industries. The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies.

A Lesson from Michelangelo: Details Matter

Shep Hyken

I don’t know if it’s true, but it doesn’t matter. This is a great story with a great lesson. . Michelangelo was standing on his scaffold as he worked on painting a tiny leaf on the ceiling of the Sistine Chapel.

What are omnichannel contact center solutions?

Callminer

It's important for contact centers to meet customers where they are and on their preferred channels. Read this blog to learn more about omnichannel contact center solutions

The Answer’s Yes / AGT’s Golden Buzzer Winner Presenting at the CSRev Conference

The DiJulius Group

Many times, yes is the answer to a customer. Other times, rather than a flat-out no, the answer can offer an alternate version of what the customer needs or wants. I hate the word no. I truly do. I can’t believe how many people, in a vast number of companies, use it. It should be. Read Full Article.

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The Importance of Having Strong Decision Agility in Your Product Development Process

Speaker: Emily Tate, Managing Director at Mind the Product

In this talk, Emily Tate, Managing Director at Mind the Product will unpack how we can quickly make deeply-researched decisions on multiple topics that will positively influence your product development process.

Three pieces of customer service advice we need to update

Inside Customer Service

We've all had a mentor give us customer service advice. Some advice has withstood the test of time. My first boss stressed the importance of greeting every customer. A warm, friendly greeting sets the tone for a positive interaction. That advice still rings true today.

The idea that scripts ruin customer experience is a dangerous one – Interview with Jimmy Hosang of TMAC

Adrian Swinscoe

Today’s interview is with Jimmy Hosang, Co-Founder and Chief Executive Officer at The Modular Analytics Company (TMAC), a rapidly expanding artificial intelligence and machine learning provider […]. The post The idea that scripts ruin customer experience is a dangerous one – Interview with Jimmy Hosang of TMAC first appeared on Adrian Swinscoe

Why Now is the Time to Invest in Customer Success

Totango

Right now, we are on the cusp of an economic downturn. Inflation and interest rates are soaring, the stock market is plummeting, and organizations are being forced to make some difficult decisions.

Feedback Narcissism

Shep Hyken

The word narcissism is seldom used in a positive way. Google narcissism and you find the definition from Oxford Languages is “ an excessive interest in or admiration of oneself and one’s physical appearance. ”

How Customer-Centric Feedback Loops Can Evolve Your Product Process

Speaker: Nickey Skarstad, Director of Product at Duolingo

Join Nickey Skarstad, Director of Product at Duolingo, as she discusses why it’s important to actively gather customer feedback, how to build customer feedback loops into your product planning, the best ways to decipher different types of feedback, and different frameworks for how/when to apply feedback processes.