Shaun Belding
MARCH 29, 2022
CX successes that I've seen have had one thing in common -- a consistent and intensely passionate focus on their customers that extended throughout their organization. They focused on their journey, not the end. . They decided they were in, not out. Shaun Belding | www.beldingtraining.com. Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog.
Adrian Swinscoe
MARCH 25, 2022
This is a guest post from Nikhil Pereira, Customer Experience (CX) Practice Leader at Tech Mahindra. What is customer experience and why is it important? Customer […]. The post Predicting the future of customer experience (CX) first appeared on Adrian Swinscoe.
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Intercom, Inc.
MARCH 28, 2022
How do you set your business up for consistent, continuous growth? It’s the million dollar question that businesses face every day. To answer it, we believe that there are three recurring trends that are shaping the future of business: First, businesses across all industries are facing pressure to become digital businesses. While this shift was already underway, the rate of digital transformation is now happening much faster than previously predicted due to the impact of the COVID-19 pandemic.
Callminer
MARCH 15, 2022
As patients take a more proactive role in choosing their healthcare providers and seeking out high-quality services, understanding the patient journey is increasingly important. Read more.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Inside Customer Service
MARCH 10, 2022
Last December, I visited three bicycle shops to search for a new bike. I wanted a hybrid bike that was easy to maintain and fun to ride. The employee at the first shop immediately focused what they had in stock, which wasn't much. He didn't ask any questions and barely answered mine. The employee at the second bike shop answered my questions, but didn't go deeper to truly understand my needs.
Futurelab
MARCH 20, 2022
Today’s post includes an excerpt of a guide I wrote for GetFeedback in November 2020. The original guide can be found here , and a video excerpt can be found here. Tags: Annette Franz (Gleneicki) culture customer experience customer-centric product design Facebook Like. Linkedin Share Button. Tweet Widget.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Adrian Swinscoe
MARCH 16, 2022
In March last year, I wrote about Havas CX’s X Index and how it offered a new and holistic view of a brand’s customer experience (CX). […]. The post Brand trust emerges as the single biggest contributor to customer experience first appeared on Adrian Swinscoe.
Intercom, Inc.
MARCH 24, 2022
Intercom was born out of a simple idea – to make internet business personal. And ever since that first release over 10 years ago, we’ve stayed true to that mission. But the technology, market, and customer needs have evolved since then, and for businesses to thrive, they need next-generation tools that are purpose-built to meet these evolving needs.
Callminer
MARCH 9, 2022
Haskell is a big functional language. Instead of laying out the language systematically, the CallMiner Research Lab starts with the parts most similar to Python and expands outwards.
Inside Customer Service
MARCH 3, 2022
"You're p **g me off!" The one-sentence email came from the company president. He was upset that the phones had been ringing all day, and blamed me for what was happening. Our phone lines rang throughout the office whenever a customer was holding for more than a minute. Everyone, including the president, was expected to drop what they were doing and answer the phone.
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.
Futurelab
MARCH 20, 2022
I originally wrote today’s post for Momentive.ai. It appeared on their site on February 3, 2022. The COVID-19 pandemic has amplified existing customer expectations and created new and unexpected ones. Those changes drove GetFeedback to research 2,200 professionals in the United States and Europe. Their findings are presented in The 2022 State of CX Report.
The Belding Group
MARCH 29, 2022
How to Deal With a Cold Coworker When these coworkers walk into the room, everyone knows it. You can actually feel the temperature dropping. They are in a foul mood, and have no intention of trying to hide it. The work atmosphere gets awkward and uncomfortable as people tiptoe around them. Cold Coworkers aren’t fun […]. Shaun Belding | www.shaunbelding.com.
Adrian Swinscoe
MARCH 21, 2022
Today’s interview is with Roger Beadle, the co-founder of Limitless, a gig-economy platform that addresses some of the biggest challenges faced by the contact centre industry: […]. The post In three years gig experts will be able to do everything agents can do in the contact centre – Interview with Roger Beadle of Limitless first appeared on Adrian Swinscoe.
Intercom, Inc.
MARCH 1, 2022
We are in the midst of a complete transformation in how companies and customers interact with one another. As all businesses become at least partially digital businesses, customers expect those online interactions with companies to be convenient, effective, and personalized. That sort of engagement between businesses and customers is now happening on a scale that was impossible to imagine not so long ago.
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.
Callminer
MARCH 17, 2022
Which came first, the call recorder or the recording engine? Honestly, it doesn't matter as they serve to very different use cases. Read more about each in this new blog.
Inside Customer Service
MARCH 31, 2022
New hire training is under pressure. Executives want to shorten it. Training costs time and money. The faster new employees can get to work, the better. New employees want it to be longer. They complain about not getting enough support. Some quickly leave. I asked people on LinkedIn how long they thought new hire training should last, adding the caveat that I knew it was a trick question.
Shaun Belding
MARCH 14, 2022
What is the Difference Between Outstanding Customer Service and WOW Customer Service? When a company approaches us about customer service training programs, one of the first questions we ask is, “What are you hoping to achieve with the training?” We know, of course, that the ultimate goal is to improve the experience they provide […].
Futurelab
MARCH 20, 2022
In last week’s post , I wrote about the acquisition versus retention “dilemma” from the marketer’s perspective. Obviously, there are two sides to every story, and the customer’s version is the most important side of this story. How this dilemma affects customers It’s no secret to customers that companies spend more time, effort, money, and other resources targeting new customers than on keeping existing customers.
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?
Adrian Swinscoe
MARCH 2, 2022
Today’s interview is with Michael G. Bartlett who is the Director of Experience Innovation at JMARK, an I.T. support and I.T. services company, Founder of the […]. The post We should talk about moments that shatter rather than the moments that matter – Interview with Michael G. Bartlett first appeared on Adrian Swinscoe.
Intercom, Inc.
MARCH 9, 2022
At Intercom, shipping is just the beginning. We iterate, fight for adoption, and keep pushing for maximum impact for our customers and our business. We strive to deliver outcomes as well as outputs to drive real results for our customers. In an episode of our Intercom on Product podcast , our co-founder Des summed up the output vs outcomes relationship in this way: “it’s what you ship versus what happens because of the thing you ship.
Callminer
MARCH 30, 2022
Does your organization want to drive lasting sales improvements? Read this blog to learn 25 of the best examples and tips for setting sales goals.
Inside Customer Service
MARCH 24, 2022
Many customer service employees automatically offer free or discounted food, products, or services when something goes wrong. Didn't like your meal? Here' a free dessert. Not happy with your car wash? Next one's on us. Shipment take too long to arrive? Get 20 percent off your next order. As counterintuitive as it might seem, freebies and discounts can make service recovery worse, not better.
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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
Shaun Belding
MARCH 1, 2022
More than once over my career, I have been asked by people in customer service roles, "These customers are jerks. Why should I go out of my way for them?" The question, on the surface, seems fair. But here's the thing. I have seen more than one situation where a customer's 'jerkiness' was actually triggered by the employee in the first place. Shaun Belding | www.beldingtraining.com.
Futurelab
MARCH 20, 2022
I originally wrote today’s post for Momentive.ai. It appeared on their site on January 25, 2022. Customer expectations were already changing before COVID-19, but the pandemic has amplified them and accelerated new expectations. These changes drove GetFeedback , the agile customer experience (CX) management solution by Momentive, to conduct research among 2,200 CX professionals worldwide.
The Belding Group
MARCH 18, 2022
Let's start with the bad news: The old saw is true - blood is thicker than water. Particularly when it comes to sons and daughters, bosses will seemingly forgive, overlook, and rationalize just about everything. Shaun Belding | www.shaunbelding.com.
Heart of the Customer
MARCH 22, 2022
After decades of steady improvement, coinciding with the emergence of customer experience (CX) as a discipline, the America Customer Satisfaction Index now reports that customer satisfaction has been on the decline since 2019, erasing years of gains. This despite organizations focusing on and investing more in CX than ever before. SuperOffice’s survey of 1,920 business […].
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.
Intercom, Inc.
MARCH 30, 2022
We are firm believers in the power of feedback here at Intercom – we seek it out, we offer it, and most importantly, we act on it. That’s why we’re so excited to announce the launch of our latest feature which embodies all of those sentiments – say hello to Intercom Surveys! Tailored online customer experiences are no longer optional. In fact, 80% of online shoppers are more likely to make a purchase when brands offer personalized experiences.
Shep Hyken
MARCH 2, 2022
Never being late … that’s not realistic. It’s going to happen. It’s not a question of if. It’s when. . But you might say, “It’s not my fault!” And maybe it’s not. For example, you may be driving to a lunch meeting, and a car accident shuts down the highway making you. And it’s not just about arriving late to a commitment. It could be a delay in shipping a product.
PeopleMetrics
MARCH 25, 2022
Customer advisory boards (CABs) can be a powerful tool in your organization's arsenal. They can help you better guide your customer experience strategy , prepare for product launches, learn more about your audience—essentially any goal or initiative that would benefit from direct customer insight. But what are customer advisory boards? How do they work?
Futurelab
MARCH 20, 2022
I originally wrote today’s post for Momentive.ai. It appeared on their site on February 3, 2022. The COVID-19 pandemic has amplified existing customer expectations and created new and unexpected ones. Those changes drove GetFeedback to research 2,200 professionals in the United States and Europe. Their findings are presented in The 2022 State of CX Report.
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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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