Expert insights. Personalized for you.
This is a guest post from Ross Daniels, Chief Marketing Officer at Calabrio. In our last two blogs, we introduced the concept of adding simplicity to […]. The post Contact centres simplified: 3 ways to turn theory into practice first appeared on Adrian Swinscoe MORE
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One of the favorite chapters I wrote in my recent book, I’ll Be Back: How to Get Customers to Come Back Again and Again , was about why customers would terminate their relationship with you. MORE
People who are self-absorbed, narcissistic and either oblivious or uncaring about the people around them don't last very long in a customer service environment. Shaun Belding | www.beldingtraining.com. Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog. Customer Service MORE
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Think about this … what if you were to charge a customer just to talk to you about what you would sell them? Or, if you own a retail store, a fee to enter the store. What would you have to do for your customers to be willing to pay for the privilege of buying your products or services? MORE
As the old saying goes: “you can hear a smile through the phone.” It may be a bit cheesy, but it’s true. MORE
Today’s interview is with retail expert Peter Cross who until recently was the Customer Experience Director at John Lewis and Waitrose and prior to that spent […]. The post We need to start talking about experience leadership – Interview with Peter Cross first appeared on Adrian Swinscoe MORE
What is a brand? And what does it mean to ride for the brand ? Linkedin Share Button. Tweet Widget MORE
The Pot-Stirrer loves an injustice. He (she) lives to find real or imagined issues within the company, or even with you. He constantly questions decisions, and, like a dog with a bone, won't let go of something once he's got his teeth in it. MORE
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When brainstorming ideas and strategies to boost the length and value of their customer relationships, many firms come up with lots of fancy and expensive ideas […]. The post Marginal cost but high perceived value first appeared on Adrian Swinscoe MORE
Your call center’s customer service strategy dictates customer loyalty, agent satisfaction, and company growth. No matter what product or service you offer, your approach needs to be nothing short of “customer-obsessed.”. MORE
Businesses need to take extra care of high-value customers, or they'll go to a competitor Read & apply customer appreciation best practices. The post Not All Customers Are Created Equal appeared first on Doing CX Right. Marketing & Branding CMS Wire Customer Experience MORE
With access to fewer resources and generally leaner teams, small businesses need to be more creative and tactful in their approach to customer service. That’s not to say they can’t provide a top-notch experience — they absolutely can. They just need to be a little more focused with their efforts. MORE
When customers call your customer service line, greeting them with a friendly and easy-to-navigate interactive voice response system is a standard in call center software. MORE
Here are five books that can help you boost your customer service skills and improve your relationship with your customers. Customer Experience Customer Service MORE
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. MORE
Today, I’m very excited to announce that we raised $100M in a Series D funding led by Great Hill Partners with participation from our long-time investors: Pitango, Canvas, and BGV. Our “overnight success” took a decade. MORE
CallMiner, CTO, Jeff Gallino, unpacks the recent M&A activity around conversation analytics, answering “why now?” and providing input for how to navigate this complex landscape MORE
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Organizations that deliver outstanding customer service have one thing in common: Clear, consistent, customer-focused messaging throughout the organization at every level. It is a standard of performance by which everyone is measured. It is non-negotiable, and no-one is above it. MORE
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Read how top call center initiatives can boost team morale and foster a sense of achievement among your call center agents, improve call center efficiency, and more MORE
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Organizations are often fraught with gaps in perception, and many of these impact their ability to improve both the customer and employee experience. Bain is responsible […]. MORE
"The shipping container is stuck in customs." That's the best update I could get from our buyer and it wasn't encouraging. We had been waiting for a replenishment order from our overseas supplier for weeks. Backorders were piling up and customers were getting agitated at the wait. MORE
Keeping customers satisfied is more important to business success than ever before. Read this blog for 25 tips to increase customer satisfaction MORE
Here is an interesting idea. Most businesses are competitive. They want to be better than their competition. Sometimes they try to out-service their competition. Sometimes they lower their prices to beat their competition. The point is that they are only looking at the competition. MORE
To many in the technology industry, customer success and customer experience are viewed as the same teams. However, TSIA’s research shows that customer success and customer experience are two separate departments with different roles and responsibilities. MORE
One of the most-commonly requested needs – often as a result of CEO/executive asks – is to build the business case for the business to focus on the customer experience. (It’s MORE
Congratulations, call center manager! You’re stepping into a world full of exciting challenges, impressive individuals, and constant evolution. There’s never a dull moment in a call center with a myriad of opportunities for growth and success. Of course, all new positions come with learning curves. MORE
Customer expectations are always evolving. It’s up to businesses and brands to understand those expectations and deliver exceptional customer service MORE
Gaining an understanding of the omnichannel customer journey can make it easier to harmonize your marketing and customer service efforts across channels. Read this blog to learn more MORE
Download agenda, themes, certificates and more here! Are you still trying to figure out how to celebrate Customer Service Week? After the year and a half your team has pulled your company through, don’t let National Customer Service Week pass without an epic celebration of your front line! MORE
TSIA Customer Success
SEPTEMBER 28, 2021
To many in the technology industry, customer success and customer experience are viewed as the same teams. However, TSIA’s research shows that customer success and customer experience are two separate departments with different roles and responsibilities.
The Belding Group
SEPTEMBER 10, 2021
The Pot-Stirrer loves an injustice. He (she) lives to find real or imagined issues within the company, or even with you. He constantly questions decisions, and, like a dog with a bone, won't let go of something once he's got his teeth in it.
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Adrian Swinscoe
SEPTEMBER 24, 2021
This is a guest post from Ross Daniels, Chief Marketing Officer at Calabrio. In our last two blogs, we introduced the concept of adding simplicity to […]. The post Contact centres simplified: 3 ways to turn theory into practice first appeared on Adrian Swinscoe
Callminer
SEPTEMBER 1, 2021
CallMiner, CTO, Jeff Gallino, unpacks the recent M&A activity around conversation analytics, answering “why now?” and providing input for how to navigate this complex landscape
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.
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Inside Customer Service
SEPTEMBER 9, 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.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Shaun Belding
SEPTEMBER 28, 2021
Organizations that deliver outstanding customer service have one thing in common: Clear, consistent, customer-focused messaging throughout the organization at every level. It is a standard of performance by which everyone is measured. It is non-negotiable, and no-one is above it.
Fonolo
SEPTEMBER 16, 2021
As the old saying goes: “you can hear a smile through the phone.” It may be a bit cheesy, but it’s true.
Adrian Swinscoe
SEPTEMBER 7, 2021
Organizations are often fraught with gaps in perception, and many of these impact their ability to improve both the customer and employee experience. Bain is responsible […].
Callminer
SEPTEMBER 21, 2021
Keeping customers satisfied is more important to business success than ever before. Read this blog for 25 tips to increase customer satisfaction
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.
Inside Customer Service
SEPTEMBER 16, 2021
"The shipping container is stuck in customs." That's the best update I could get from our buyer and it wasn't encouraging. We had been waiting for a replenishment order from our overseas supplier for weeks. Backorders were piling up and customers were getting agitated at the wait.
Futurelab
SEPTEMBER 13, 2021
What is a brand? And what does it mean to ride for the brand ? Linkedin Share Button. Tweet Widget
Shaun Belding
SEPTEMBER 30, 2021
People who are self-absorbed, narcissistic and either oblivious or uncaring about the people around them don't last very long in a customer service environment. Shaun Belding | www.beldingtraining.com. Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog. Customer Service
Fonolo
SEPTEMBER 7, 2021
When customers call your customer service line, greeting them with a friendly and easy-to-navigate interactive voice response system is a standard in call center software.
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.
Adrian Swinscoe
SEPTEMBER 20, 2021
When brainstorming ideas and strategies to boost the length and value of their customer relationships, many firms come up with lots of fancy and expensive ideas […]. The post Marginal cost but high perceived value first appeared on Adrian Swinscoe
Callminer
SEPTEMBER 19, 2021
Gaining an understanding of the omnichannel customer journey can make it easier to harmonize your marketing and customer service efforts across channels. Read this blog to learn more
Shep Hyken
SEPTEMBER 15, 2021
Think about this … what if you were to charge a customer just to talk to you about what you would sell them? Or, if you own a retail store, a fee to enter the store. What would you have to do for your customers to be willing to pay for the privilege of buying your products or services?
Myra Golden Media
SEPTEMBER 17, 2021
Download agenda, themes, certificates and more here! Are you still trying to figure out how to celebrate Customer Service Week? After the year and a half your team has pulled your company through, don’t let National Customer Service Week pass without an epic celebration of your front line!
Speaker: Bruce McCarthy, Co-Author of Product Roadmaps Relaunched and Founder of Product Culture
Join Bruce McCarthy, co-author of Product Roadmaps Relaunched, as he discusses the best ways to innovate your product roadmap. So that it reflects your customers’ needs while simultaneously and accurately communicating your products strategy and vision.
Shaun Belding
SEPTEMBER 27, 2021
Here are five books that can help you boost your customer service skills and improve your relationship with your customers. Customer Experience Customer Service
Fonolo
SEPTEMBER 28, 2021
Congratulations, call center manager! You’re stepping into a world full of exciting challenges, impressive individuals, and constant evolution. There’s never a dull moment in a call center with a myriad of opportunities for growth and success. Of course, all new positions come with learning curves.
Adrian Swinscoe
SEPTEMBER 13, 2021
Today’s interview is with retail expert Peter Cross who until recently was the Customer Experience Director at John Lewis and Waitrose and prior to that spent […]. The post We need to start talking about experience leadership – Interview with Peter Cross first appeared on Adrian Swinscoe
Callminer
SEPTEMBER 15, 2021
Read how top call center initiatives can boost team morale and foster a sense of achievement among your call center agents, improve call center efficiency, and more
Speaker: Liz Love, Chief Commercial Officer at ProdPad
Join Liz Love, Chief Commercial Officer at ProdPad as she details how product feedback can improve your product development process while mitigating stakeholder conflict, constant feature requests, failed launches, unexpected outcomes, unhappy users, and complexity.
Shep Hyken
SEPTEMBER 8, 2021
One of the favorite chapters I wrote in my recent book, I’ll Be Back: How to Get Customers to Come Back Again and Again , was about why customers would terminate their relationship with you.
Totango
SEPTEMBER 28, 2021
Today, I’m very excited to announce that we raised $100M in a Series D funding led by Great Hill Partners with participation from our long-time investors: Pitango, Canvas, and BGV. Our “overnight success” took a decade.
Help Scout
SEPTEMBER 14, 2021
With access to fewer resources and generally leaner teams, small businesses need to be more creative and tactful in their approach to customer service. That’s not to say they can’t provide a top-notch experience — they absolutely can. They just need to be a little more focused with their efforts.
Fonolo
SEPTEMBER 14, 2021
Your call center’s customer service strategy dictates customer loyalty, agent satisfaction, and company growth. No matter what product or service you offer, your approach needs to be nothing short of “customer-obsessed.”.
Speaker: Hannah Chaplin, Director, Product Marketing at Pendo and Esther Edel, Product Operations Analyst at Pendo
Join Mobile expert Hannah Chaplin as she shares best practices and real examples to help you improve your mobile apps with in-app guides.
Doing CX Right
SEPTEMBER 20, 2021
Businesses need to take extra care of high-value customers, or they'll go to a competitor Read & apply customer appreciation best practices. The post Not All Customers Are Created Equal appeared first on Doing CX Right. Marketing & Branding CMS Wire Customer Experience
Callminer
SEPTEMBER 13, 2021
Customer expectations are always evolving. It’s up to businesses and brands to understand those expectations and deliver exceptional customer service
Shep Hyken
SEPTEMBER 29, 2021
Here is an interesting idea. Most businesses are competitive. They want to be better than their competition. Sometimes they try to out-service their competition. Sometimes they lower their prices to beat their competition. The point is that they are only looking at the competition.
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