Callminer
JULY 21, 2020
Marketers, analytics pros, and CX experts named these the most innovative ways companies are leveraging predictive analytics to improve customer experience.
CX Accelerator
JULY 1, 2020
Written by Nick Glimsdahl. We find ourselves in unprecedented – certainly, the word of the year – times. While America and the globe continues to #stayhome for the health of our fellow man and woman, we all would do well to reflect on and capture lessons learned. One question asked repeatedly in this season is, “When will we return to normal?” But, in the rush to return to normal, let’s all take time to consider what is worth hurrying back to.
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Intercom, Inc.
JULY 29, 2020
The notion of storytelling has pervaded the marketing world as of late. Companies work to unlock the story of their brand , to tell the story of their target customers, use data to tell stories about their industry or provide further insights. The word has popped up in job descriptions: rather than writers and editors, companies hunt for storytellers who can bring their content to life ( Microsoft even has a chief storyteller ).
Beyond Philosophy
JULY 2, 2020
Some people watch things happen, some make things happen, and some say, “what happened?” Some organizations out there concerning the pandemic (and maybe other things, too) are falling into that third category. In this issue, we will discuss how to avoid being one of them. There’s a silver lining in everything, even this pandemic. We discussed this subject in a recent podcast.
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.
Heart of the Customer
JULY 31, 2020
You probably moved into customer experience (CX) because of a passion for customers. You chose this space because you know that if you can improve customers’ experiences with your company, they will be happier, they’ll stay with you longer, and both the business and your customers will prosper. But actually improving the experience is hard. […].
PeopleMetrics
JULY 20, 2020
After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". Here they are! Measuring the customer and employee experience is a continuous process, not an event.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
CX Accelerator
JULY 1, 2020
Written by Nick Glimsdahl. We find ourselves in unprecedented – certainly, the word of the year – times. While America and the globe continues to #stayhome for the health of our fellow man and woman, we all would do well to reflect on and capture lessons learned. One question asked repeatedly in this season is, “When will we return to normal?” But, in the rush to return to normal, let’s all take time to consider what is worth hurrying back to.
Intercom, Inc.
JULY 2, 2020
This way of thinking about support is all about efficiency. If you can maximize your team’s productivity, you can help more customers at lower costs. And it makes sense: in order to be around to support your customers well into the future, you need a solid foundation for scale. . But obsessing over efficiency can mask what’s most important, and most rewarding, to support teams – actually helping customers.
Beyond Philosophy
JULY 16, 2020
I’m obsessed with memory. I love the subject and discussing the behavioral sciences that explain it. Today, we decided to address memory and how crucial it is to enhance your customers’ recollections of their experience with you. We discussed this concept on a recent podcast with guest Zoey Chen, assistant professor of marketing at the University of Miami School of Business.
Heart of the Customer
JULY 7, 2020
Swing for the fences! Shoot for the Moon! You got this! During my many years as a high school and collegiate lacrosse player and coach, I heard (and said) encouraging platitudes like these more times than I can possibly count. But I think many CX professionals – myself included – could benefit from a reminder of just how much confidence […].
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eglobalis
JULY 26, 2020
How Complexities Prevent and Improve Employee and Customer Experience. The post How Complexities Prevent and Improve Employee and Customer Experience appeared first on Eglobalis.
Callminer
JULY 29, 2020
A panel of customer service experts and call center professionals explain how call center reps should address complaints about bad customer service.
Fonolo
JULY 28, 2020
A recent Brand Sentiment Report from Vesta has investigated customer perceptions during COVID with some interesting findings. More than half of the 6,000 people surveyed said that their perceptions of brands has changed since the COVID crisis began. Consumers rated empathy and responsibility as key factors in determining their perception. Why is consumer perception important?
Intercom, Inc.
JULY 14, 2020
Customer success – every business wants to invest in it but only a few know what it actually entails or how to do it well. There are a lot of words that get thrown around with customer success: problems to be solved, implementation, product experts, expansion, strategic partners, technical advisors, proactive versus reactive. But what does all this really mean, and how will it help us help our customers be more successful?
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.
Beyond Philosophy
JULY 9, 2020
A genuine effort to understand your customers’ emotions is essential to your Customer Experience design. Also, when you can segment based on customers’ behavior and the needs the behavior indicates, you can customize your experience to appeal to each segment. Today, I have a new form of segmentation that I have been working on to help people during the pandemic.
SixteenVentures
JULY 17, 2020
Is 5% a good monthly SaaS Churn Rate? Read on to learn the answer… As a consultant to SaaS and Cloud providers that are looking to grow, I get asked what an acceptable SaaS churn rate is all the time. This article was originally written in 2013 and has been updated several times over the years. The lessons are accurate even in 2020. As I stated in 2013, the answer to “What is a good SaaS Churn rate,” was, “you want a churn rate to be ‘as low as possible.'” In
eglobalis
JULY 13, 2020
Retail Digital and Physical Experience Can Still Satisfy Europeans during COVID-19. The post Retail Digital Experience Can Still Satisfy Europeans during COVID-19 appeared first on Eglobalis.
Callminer
JULY 22, 2020
Terminating professional relationships can be difficult. Whether a situation calls for a company to let go of their employees, or instead, some of their customers, it can be tough to convey the appropriate tone and delivery to those affected. Similarly, formally ending existing contractual relationships with vendors your business no longer requires can prove to be a challenge for the same reasons.
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?
Fonolo
JULY 14, 2020
Flexible working arrangements have been commonplace for some time — even prior to COVID-19. Over 70% of employers who have implemented flexible working arrangements believe that it has had a positive impact on employee engagement and motivation. But many contact centers had yet to take advantage of the many benefits that come from offering your contact center agents flexible working arrangements.
Intercom, Inc.
JULY 1, 2020
Today, customer expectations are at an all-time high. Simultaneously, support teams are struggling with spikes in conversation volumes. A proactive customer support approach is the key to regaining control. The typical support “strategy” is to let common issues roll in for support reps to address. But this approach not only overwhelms your team, it also means customers frequently have to wait hours or even days to get the help they need.
Beyond Philosophy
JULY 25, 2020
Mastering the Illusion of Control. Humans often feel like we have more control over things than we do. Despite overwhelming evidence to the contrary—and even regular common sense—we think that if we do things in a certain way, we can influence what happens around us, particularly during sporting events. This concept is called the Illusion of Control.
Totango
JULY 31, 2020
Customer retention is critical to success in today’s customer-centric economy. Onboarding sets the stage for customer retention by beginning a positive long-term relationship between you and your customer. For SaaS companies especially, the speed and ease with which your customers can progress through new user onboarding will act as the first indicators of how smooth their use of your product will be going forward.
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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
Myra Golden Media
JULY 1, 2020
Customer Service Specialist is one of 10 jobs identified as having the most significant number of job openings*, have had steady growth over the past four years, pay a livable wage, and require skills that can be learned online. Here is a no-cost learning path with four of my LinkedIn Learning classes , to help you 1)build rapport, 2)control conversations, 3) create positive conversations with challenging customers, and 4) de-escalate intense interactions.
Callminer
JULY 20, 2020
This article helps define customer value, its importance within any growing organization and how to enhance the value it offers those it serves.
Fonolo
JULY 21, 2020
Lots of conversations happen daily at your contact center. But do you know what’s being left unsaid? An open, communicative work environment is the key to a healthy and vibrant work culture. Saying you have an open-door work policy is easy; making sure that your contact center agents feel comfortable voicing their concerns to management is much more challenging.
Intercom, Inc.
JULY 14, 2020
As customers expect more and more out of support experiences, support leaders can risk burnout on their team to meet the escalating demand. In a recent study with over 600 support leaders, we found that smaller support teams (fewer than 100 agents) are less likely than larger teams (more than 100 agents) to say they can continue meeting accelerating customer expectations.
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.
Beyond Philosophy
JULY 4, 2020
What A Face Mask Can Do for Customer Segmentation. Everyone has an opinion about face masks. Some think they help stop the spread of COVID-19; some think they are unnecessary and a nuisance; others fall somewhere in between. However, what you probably didn’t know about face masks is they can help you customize moments of your Customer Experience so that no matter what opinion your customer has, they feel like you understand them.
Kate Nasser
JULY 12, 2020
To undo customer and employee anger & upset, find their powerless feelings & empower them. Kate Nasser, The People Skills Coach™, Author of Leading Morale. The post What Powerless Feelings Do to Customers & Employees | #Leadership appeared first on KateNasser.com.
ProProfs
JULY 10, 2020
The coronavirus outbreak has affected many sectors across the world. Right from transportation to hospitality, many industries are at their worst due to the pandemic. In this situation, a few areas such as e-commerce and e-learning are getting immensely popular. According to UNESCO , the lockdown enforced the shutdown of schools all over the world, resulting in 1.38 billion children out of their classroom.
Callminer
JULY 21, 2020
This article will go over a few key elements of a well-drafted termination and touch on the primary types of termination letters that exist.
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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