Callminer
JANUARY 26, 2020
In this post, we discuss customer empathy and why it’s crucial for a positive customer experience, as well as tips for how you can start building and deepening customer empathy in every interaction.
Lumoa
JANUARY 30, 2020
We share best practices on how to prioritize customer experience initiatives. Due to limitations in resources, organizations have to prioritize which initiatives to spend their money on. You have to consider which initiatives have the most potential to impact customer effort for your priority customers.
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Shaun Belding
JANUARY 29, 2020
If you are looking to improve your customer service for 2020, you needn’t look any further than these 10 fantastic customer service stories from 2019 for inspiration. This year’s picks are a great illustration of the absolute core of customer service – genuinely caring about the people you serve.
Intercom, Inc.
JANUARY 28, 2020
Gone are the days of sales deals being closed with a handshake in a face-to-face meeting. Nowadays, digital solutions like CRMs have made it easier for sales teams to manage their pipelines online but that doesn’t always result in the best experience for the end buyer. . This rapid shift to the world of online sales has created an engagement gap between sales reps and buyers for many companies, resulting in an estimated 60 percent of all contracts being lost to indecision or simply going una
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Customer Service Life
JANUARY 29, 2020
Image by DanaTentis from Pixabay. It’s amazing the customer service insights I gain from raising my kids. We recently moved to a new neighborhood and are thrilled to have multiple kids on our street, including some the same age as my oldest son. This means that our doorbell rings multiple times a day to see if he can play. Being a good introvert (like his dad), he’s often working on a project by himself and would be content to just do that.
The DiJulius Group
JANUARY 29, 2020
1. Customer Service Feature Story Meet The Most Liked Person I Have Ever Met Some people are “connectors” by nature. I have long marveled at how easily my brother-in-law Eddie Cheyfitz connects with total strangers and builds amazing relationships. He is one of the most liked people I have ever met. He and my sister. Read Full Article. The post The Likability Factor appeared first on The DiJulius Group.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Heart of the Customer
JANUARY 30, 2020
Today’s blog post features an interview of Jim Tincher completed by SurveySparrow, the maker of widely celebrated online survey software. They asked such great questions around Heart of the Customer’s origins, Jim’s involvement in the CXPA, and how to best use customer surveys, we felt like it had to be shared! SurveySparrow: Hello there, Jim, and […].
Totango
JANUARY 28, 2020
As the economy grows increasingly customer-centric, customer retention becomes more vital to the success of enterprises. Repeat customers provide greater value at a lower cost than those who buy something once and leave. This means that good customer retention management is necessary for maximizing financial growth, minimizing wasted resources, and optimizing the customer experience.
ProProfs
JANUARY 30, 2020
Online training has completely revolutionized how people learn in all types of industries. For example, 77 percent of companies in the United States utilized online training for their employees in 2017. It has allowed new employees faster training. The Brandon Hall Group’s HCM Outlook Survey discovered that the time it takes to teach new employees through online training decreased by 40-60 percent over live training, which gives them more time to do their primary tasks.
Customers That Stick
JANUARY 31, 2020
Can you get a customer service job without a degree? There are absolutely a wide variety of customer service jobs that do not require a college degree. Many customer service jobs are designed for entry-level employees and a degree is not a prerequisite. . A college degree shows up in customer service jobs in a few ways. First, when applying for the job, you may be competing with people who do have a degree, and even though one is not required, those who have a degree may have an advantage, assum
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.
Customer Bliss
JANUARY 30, 2020
The most admired companies remove practices that might curb the extension of care, or limit employees to act in good conscience. They work to remove boundaries and pressures that prohibit customer-driven decision making. And they challenge themselves to walk away from practices that aren’t congruent with their values. They honor the human at the end of their decisions, establish a balanced relationship with customers and partners, and put employees in a position to act at work, like they’d act a
Totango
JANUARY 28, 2020
As the economy grows increasingly customer-centric, customer retention becomes more vital to the success of enterprises. Repeat customers provide greater value at a lower cost than those who buy something once and leave. This means that good customer retention management is necessary for maximizing financial growth, minimizing wasted resources, and optimizing the customer experience.
Fonolo
JANUARY 28, 2020
Many will look at 2019 as a mixed year, one of both wins and losses, and lots of little changes – almost all of them for the better. But all those little changes add up to something bigger, and it’s easy to forget how far you can leap in a year. We did the math this month, and the results are in: We saved North American consumers from more than 53 years of hold time in 2019.
Customers That Stick
JANUARY 29, 2020
Who is the customer? This seems like a question with an obvious answer. However, it is not as simple as it seems. Of course, the customer is somebody who purchases a good or a service from you, but a customer can be more than just that. I view a customer as someone we owe a duty or obligation to in an organizational context. You can have external customers, those we normally think of as customers, but you can also have internal customers who are people in your organization or subcontractors even
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.
Provide Support
JANUARY 27, 2020
In 2020 year businesses will try to do their best to provide excellent customer service and satisfy their customers. However, to offer smooth customer experience you need not only to answer questions and provide correct answers, but also offer your customers convenient for them communication channels. Modern customers cannot imagine a website without a click-to-chat button.
Totango
JANUARY 30, 2020
Customer success and account management share common goals: Building customer loyalty and driving growth. Still, considering customer success vs account management reveals some insight into the contributions of both roles. One way of looking at it is that Account Managers operate reactively often within a sales environment and with a focus on renewal and expansion, while Customer Success Managers (CSMs) pay close attention to customer behavior and health.
Confirmit
JANUARY 31, 2020
The sheer scale and diversity of unstructured data sources is daunting. But those sources house valuable insights that can make an enormous difference in a competitive market. Ignoring them is not an option. They are critical to determine customer intent, keep abreast of vital market trends, or get early warning of product or service issues. In this video, Ryan Denny of Bupa Global talks about the impact of text analytics on Bupa’s customer experience program.
Customers That Stick
JANUARY 28, 2020
It’s no secret that artificial intelligence is already starting to impact customer service. This impact is certainly to grow immensely in size in the coming years. Employees in many customer service roles are beginning to wonder whether they will lose their job to a robot, whether or not their role will be replaced. There is a great deal of fear and uncertainty out there and it is incumbent on customer experience leaders to help guide their teams and try to allay these fears as much as pos
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?
Dealing With Humans
JANUARY 30, 2020
What little thing stands out about businesses you like to patronize? Do they make you feel special? Do they go out of their way for you? People remember the craziest, most trivial stuff when it is associated with them feeling special. It stays with them longer than a simple, even very successful transaction. How do you make your customer feel this way?
Totango
JANUARY 30, 2020
Customer success and account management share common goals: Building customer loyalty and driving growth. Still, considering customer success vs account management reveals some insight into the contributions of both roles. One way of looking at it is that Account Managers operate reactively often within a sales environment and with a focus on renewal and expansion, while Customer Success Managers (CSMs) pay close attention to customer behavior and health.
Confirmit
JANUARY 31, 2020
Register to the webinar for your region. Australia: 11th February @ 11am AEDT. Europe: 11th February @ 11am GMT. North America: 11th February @ 11am EST. CX teams are having a tough time. Our latest state of the nation survey suggests that CX programmes are still struggling to make an impact on the business. This can’t go on. It’s time for a CX revolution.
Uplifting Service
JANUARY 28, 2020
Setting service standards is an approach commonly used to create consistent levels of service performance and enhance customer experience. Yet this practice is often disappointing, and at times even counter-productive. Why? Performance and process standards can be useful for compliance and short-term training, but they do not generate the understanding or appetite for long-term improvements in customer experience.
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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
Neosperience
JANUARY 27, 2020
During this year Neosperience has seen many revolutions. . We are now listed on AIM Italia , we have welcomed new realities, even if very different from us, and we have decided to offer the world a unique idea. Last Thursday we took the opportunity to build a bridge, through the company party , to become more open internally and externally. Although there are many reasons that are good for celebrating , we have decided to dedicate the evening to the new members of our big family.
The PhaseWare Files
JANUARY 30, 2020
Take a trip down memory lane! Here are some of the highlight years of PhaseWare's 15 year journey thus far. Enjoy and thank you to our customers for letting us serve you ??.
Confirmit
JANUARY 31, 2020
Register to the webinar for your region. Australia: 13th February @ 11am AEDT. Europe: 13th February @ 11am GMT. North America: 13th February @ 11am EST. It’s high time researchers and insights professionals shattered the old, tired perceptions that we’re data wranglers. We need to be a catalyst for growth both in our own business and for the clients that depend on us.
Qualtrics
JANUARY 29, 2020
Over the last year with Qualtrics, I’ve had the opportunity to meet with leaders around the world. As a matter of fact, I just returned home from sessions in Berlin, Munich, and Paris. Everywhere I go, I find passionate XM professionals who are looking to help their organizations tap into the power of Experience Management. XM is clearly a global movement.
Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney
Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib
SugarCRM
JANUARY 28, 2020
The ultimate goal of marketing automation is to simplify your life as a marketer, simple as that. But what about when it’s not simple? Let’s face it … sometimes we make the mistake of investing in shiny, new technology that just ends up adding to our everyday frustrations. And when this happens and things are just not getting easier, it’s ok to admit defeat and start over.
The PhaseWare Files
JANUARY 30, 2020
Take a trip down memory lane! Here are some of … PhaseWare is celebrating 15 years of business.
Confirmit
JANUARY 27, 2020
I was delighted to be invited by Confirmit to a dinner held at the superb Kerridge’s Bar & Grill, together with a number of insight agency leaders. The aim of the evening, apart from having an extremely enjoyable time, was to discuss the future of the customer insight industry. Specifically, Confirmit - as insight industry thought leaders – set up the event to ensure it stays in touch with the latest trends and developments.
Qualtrics
JANUARY 28, 2020
There’s nothing better after 3 days of inspiration, learning and networking at X4 than pulling on your boots and taking to Utah’s world-class ski resorts. We’ve negotiated some amazing rates for X4 attendees at some of the best mountains - check them out and choose your ski pass for X4. They don’t call it ‘The Greatest Snow on Earth’ for nothing — 5 of Utah’s ski resorts made SKI Magazine’s top 7 in America in last year’s reader survey of the best snow.
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
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