UJET
JULY 19, 2018
It's Friday. You're queuing up emails for next week's big product announcement when all of a sudden your email service stops working.
PeopleMetrics
JULY 17, 2018
The following is an excerpt from Listen Or Die by Sean McDade, PhD. As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM). In this book , you’ll see VoC more than any other term, though you can use each of these terms interchangeably.
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Callminer
JULY 29, 2018
CallMiner published the CallMiner Index – a customer churn survey report that reveals a switching epidemic that is costing British businesses at least £25 billion a year.
Beyond Philosophy
JULY 19, 2018
We all have a Status Quo Bias when it comes to decision making. Also called Status Quo Inertia, the Status Quo Bias is our preference to keep things the same or maintaining a previous decision. Your customers have one, too, and you can use it to get them to do what you want in your Customer Experience. In the 80s, two professors, William Samuelson and Richard Zeckhauser wrote an article for the Journal of Risk and Uncertainty called, “ Status Quo Bias in Decision Making.
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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.
Intercom, Inc.
JULY 11, 2018
The problems people encounter in their lives rarely change from generation to generation. The products they hire to solve these problems change all the time. If you’re building a new product, it’s because you believe you can create a better solution that people will want to use because it delivers a better outcome. A strong understanding of the outcome customers want , and how they currently get it, is essential for you to succeed in product development.
CX Accelerator
JULY 9, 2018
My favorite story coming out of the FIFA World Cup thus far is how Japan, fresh off defeat to Belgium, left a wonderfully clean locker room and a "thank you" note. Full story here. How amazing is that? This picture of them bowing to their fans may give you goosebumps. Having recently visited Japan CX for myself, these wonderful moments come as no surprise at all.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Lumoa
JULY 10, 2018
Most business leaders believe that customer experience will be the key driver for their company’s competitiveness going forward. However, when it comes to the actual customer experience management, things get difficult. It is not too difficult to listen to the customer. Companies receive real time feedback in massive volumes, if they only start listening to their customers.
Callminer
JULY 16, 2018
Remote employment is becoming increasingly popular across the United States. Working from home gives employees a break from the constant office noise along with the opportunity to embrace a more flexible schedule that improves their work-life balance. Global Workplace Analytics recently reported that businesses would save an average of $11,000 per remote employee if they worked from home at least half of the time.
Beyond Philosophy
JULY 26, 2018
Have you been to the Congo? If not, can you describe the weather? How about the vegetation? Now tell me why you thought that? Did you see a movie or read a book about the Congo? Did you travel to a nearby country and guess that the Congo was probably a similar experience? Did you or someone you know someone who went to the Congo? Now, to be clear, there isn’t a wrong answer here.
Intercom, Inc.
JULY 2, 2018
Technology firms have a long and storied history with commercials. Just reading that sentence you’re probably already thinking about half-time Super Bowl commercials. Or annoying YouTube pre-rolls that leave you puzzled as to what the company actually does. In fact there’s a whole genre of tech company videos that are so clichéd – fast edits, shiny happy people, repeated lines of script, emotional cues and images of bakers (think about it) – it’s become easy to poke fun at them.
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.
Taylor Reach Group
JULY 4, 2018
By: Colin Taylor . Why would you want to retain a consultant? Common wisdom would have it that all they do is “borrow your watch and tell you the time”. What can a consultant really bring to the table that can assist your center and your organization when you a looking at moving or establishing a new center? Seven Reasons You Need a Consultant’s Expertise When Selecting a Contact Center Location.
Customers That Stick
JULY 10, 2018
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Customer Service Life
JULY 23, 2018
Did you (or do you plan to) take your lunch break today? I mean, really take your lunch break? Move away from your desk, actually eat a meal and maybe even talk with your coworkers? You may have worn (or currently still wear) the badge of hours worked. When you’re trying to get everything done, you rarely take your breaks. Yes, even if you are a salaried employee, you’re still human and you still need to take a break.
Callminer
JULY 24, 2018
During the recent Customer Contact Week event, I had the pleasure of joining CallMiner customer, Emily Deragon, a senior solutions manager for SiriusXM in a podcast.
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.
Fonolo
JULY 5, 2018
What does the future hold for customer service? A common theme in answer to this question is, “Improvements in automation and self-service will erode the importance for call centers.” That theme gets reinforced every time you read an announcement from a company touting success of a new automation project. It also gets strengthened by the marketing efforts of all the vendors selling self-serve technology.
Intercom, Inc.
JULY 6, 2018
If you’ve ever looked at your diary, notebook, sticky notes and email inbox in the middle of a busy sales period and thought, “This isn’t working,” you’re not alone. For years, I used to try to organize my thoughts and ideas without structure, missing sales opportunities and forecasts as a result. Then, I found the answer – the concept of a sales pipeline.
Beyond Philosophy
JULY 20, 2018
Colin Shaw and Prof. Ryan Hamilton discuss how emotions drive customer behavior. So, what is an emotion? How are they evoked? How can you deliberately evoke a customer’s emotions? How is an emotion different to a mood and what you should do about it? The post Why Do Customer Emotions Matter? appeared first on.
TeamSupport
JULY 10, 2018
Customer relations are very important to all businesses. Building positive relationship with your customers can do wonders, because customers want to have a positive relationship with you, and if you're lucky they will actively work to maintain it Of course, businesses also put in considerable time and effort into making a relationship rewarding and enriching for both parties.
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?
Myra Golden Media
JULY 15, 2018
Eleven years ago I published my first YouTube video. I called it Top 6 Ways to Get An Angry Customer to Back Down. That little video has gotten more than 2.9 million views. (I have this old-school video at the bottom the page if you’d like to take a look.). The style, content, and quality of that video are as far as the east is from the west from my current videos and work.
Callminer
JULY 11, 2018
In a world where customer experience is more important than ever, call centers must empower their agents to exceed customer expectations at every touch point.
Fonolo
JULY 4, 2018
Full disclosure: I’ve been watching a lot of Star Trek: The Next Generation lately. And no, it’s not all about spaceship battles, alien encounters, and boldly-colored jumpsuits. It’s about the future (the year 2364 to be exact), and it gives anyone in the Customer Experience (CX) racket a lot to think about. One of the more fascinating components of each episode is the “futuristic” technology weaved into the story lines.
Intercom, Inc.
JULY 30, 2018
In sales, there’s one number we obsess over – our quota. As soon as one month ends and another starts, we can’t help but ask, how am I going to hit my number? Yet for all the time we spend thinking about it, many of us don’t have a game plan. As an Inbound Sales Development Rep, I face the challenge of not having any control over the leads that get passed to me.
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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
Beyond Philosophy
JULY 27, 2018
Colin Shaw and Prof. Ryan Hamilton explore how positioning your message is critical in communications from an leader and from a marketing perspective. How is this best achieved? Listen to Colin & Ryan debate this and get tips of what you can do. The post Are You Using This Communication Tool To Best Effect? appeared first on.
Heart of the Customer
JULY 25, 2018
Customers will never love a company until the employees love it first. – Simon Simek This quote reflects one of the biggest disconnects in customer experience – focusing only on the customer experience. It makes sense. Heck, that’s our name! Why wouldn’t we? But focusing only on the customer without regard to the employee experience […].
PeopleMetrics
JULY 31, 2018
The following is an excerpt from Listen Or Die by Sean McDade, PhD. The true “voice” of your customer is the unique words they share with you each time you ask them “Why” or “Please tell me more about that” in your survey. There is gold in each comment that customers share with you. The question is this: how do you best mine for that gold? Enter text analytics.
Callminer
JULY 22, 2018
When it comes to business process outsourcing (BPO), the virtual assistant market is predicted to reach $3 billion by the year 2020. And it is no surprise that the number of home-based customer service agents is expected to grow at a compounded annual growth rate of 36.4%. It is one of the strongest expansion levels of any outsourcing market sub-segment.
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.
Fonolo
JULY 25, 2018
Attention all call center managers: It’s time to talk about you. Picture it: You are the fearless leader of a call center team in 2018. Much like the call centers of old, your agents are grappling with 1) surges in call volume (both expected and unexpected); 2) evolving technologies; 3) increasingly complex customer cases; and perhaps most important of all, 4) the latent human desire to be appreciated, acknowledged, and active in the work environment.
Intercom, Inc.
JULY 9, 2018
Shipping product fast and often means more opportunities for Sales to delight customers and engage with prospects. But your sales team needs a lot more than an email on launch day to maximize the opportunities that product launches present. Here at Intercom, Sales Enablement is responsible for ensuring sales reps have the skills and resources they need to capitalize on product launches.
Beyond Philosophy
JULY 13, 2018
We discuss the key principle of scarcity with guest Professor Kelly Goldsmith, Ph.D., Professor of Marketing at Vanderbuilt University. Kelly is a behavioral scientist who examines consumers’ responses to uncertainty and scarcity, uncovering and explaining seemingly paradoxical effects. The post Are You Making The Most Of Scarcity As A Marketing Strategy?
Return Customer
JULY 25, 2018
While customer acquisition may be at the top of your list, customer retention should be as well. Your company may produce the best or only product of its type on the market, but without good customer support, your business will have a hard time holding on to customers. Your customers want quick and efficient support when they need it if they are not getting that they will go elsewhere.
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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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