Customer Think
AUGUST 1, 2023
Source: Canva free Every industry has an abundance of email newsletters. It’s not hard to see why. Virtually everyone checks their email inbox daily, with many people taking multiple looks day and night. Therefore, it’s not enough to just send out emails. You’ll need an effective email newsletter that people care about.
Callminer
AUGUST 4, 2023
CallMiner's VP of Product, Bruce McMahon, shares updates from the 2023.08 release that ensure organizations get flexibility, customization and ultimately, business value from the CallMiner platform.
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Adrian Swinscoe
AUGUST 4, 2023
This is a guest post from Jim Davies, (former) Chief Experience Officer (CXO) at Calabrio. Managing the hand-over from bot to agent is like taking part […] The post Don’t drop the omni-channel baton and win the CX relay race first appeared on Adrian Swinscoe.
Bill Quiseng
AUGUST 2, 2023
English writer Samuel Johnson said, “People need to be reminded more than they need to be instructed.” So when you prepare your team to engage and WOW your customers, I encourage you to remind them when you say, “Nobody raves about average. Don’t be just good. Be GREAT out there!
Speaker: Jason Cottrell
Brands used to look for a vendor who could do everything. Over time, one vendor was no longer enough to meet a brand’s needs, and they added, added and added. Now they need all their vendors to work well together. That’s composable, and only some will make the cut. As customers — and your board — expect you to be in new channels and to rapidly adapt to shifts in the market, the need for true composability is more crucial than ever before.
eglobalis
AUGUST 1, 2023
How to use emotional design in CX to escape the B2B commodity trap , customer experience, product experience The post How to use emotional design in CX to escape the B2B commodity trap appeared first on Eglobalis.
Callminer
JULY 31, 2023
Hear from 34 call center experts about why call center quality assurance (QA) is crucial for businesses to focus on and how it can boost customer satisfaction.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Customer Think
AUGUST 4, 2023
Does the onus for customer onboarding only reside with your customer success team? No. Is it OK to automate customer onboarding? It depends. What are the design considerations I should think about for my onboarding process? There are quite a few! The post Design Considerations For Your Customer Onboarding Process appeared first on CX Journey™.
TeamSupport
JULY 31, 2023
The data collected in your customer support department does not begin and end with customer support personnel. The benefits of the data collected here touches every other aspect of your business including hiring, product support, marketing strategy, and more. Your customer data is an incredibly rich source of information, particularly if your communication channels are optimized for customer use.
C3Centricity
AUGUST 1, 2023
Customer retention is essential for the long-term success of any business. We all know that happy customers are more likely to make […] The post The Customer Retention Goldmine: How to Keep Customers Happy and Drive Exponential Growth first appeared on c3centricity.
Beyond Philosophy
AUGUST 3, 2023
My podcast colleague teaches introductory marketing to his MBA students, a class offered in their first semester when their energy is high, and their enthusiasm is, too. Inevitably, these same exuberant students will appear at his office hours wanting career advice. Of course, my podcast colleague is an academic, so while he has never steered anyone wrong, he has a limited frame of reference for his counsel.
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.
Customer Think
AUGUST 3, 2023
Brands today are facing a mix of economic uncertainty, rising acquisition costs and growing data regulations. To help executives and marketers better understand evolving consumer preferences, behaviors and expectations and more quickly create greater customer value and mutual benefit, our team at Airship recently released a new global report, “The Mobile Consumer 2023.
Comm100
AUGUST 1, 2023
Personalization in customer service – What is it and how to deliver it 71% of consumers expect companies to deliver personalized interactions, according to the latest McKinsey & Co. research. 76% get frustrated when this doesn’t happen. In today’s digital world, delivering exceptional customer service is paramount to gaining a competitive edge.
CX Network
AUGUST 2, 2023
11 vital customer service skills and why they are important for your business
Beyond Philosophy
JULY 29, 2023
18 months. That was the timeline Colin gave himself to move from a sales job to a general manager post. It was a long time ago now, the kind of thing one remembers when they look back over a decades-long career. However, it also worked. Colin did make that transition, moving throughout departments and learning new skills, and always with the goal of moving to general manager.
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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.
Customer Think
JULY 29, 2023
The B2B customer base has shifted dramatically in just a few short years. While brand loyalty and high switching costs used to be reliable drivers of B2B customer retention, it doesn’t hold the same weight for today’s generation of tech-savvy, agile customers.
SurveySensum
AUGUST 4, 2023
In today’s competitive marketplace, building strong customer loyalty has become a game-changer for retailers. And by delivering personalized customer loyalty programs, retailers can deliver a great customer experience in retail. According to Fortune Business Insights , the global loyalty management market size was valued at $5.29 billion in 2022 and is projected to grow from $6.47 billion in 2023 to $28.65 billion by 2030.
Zonka Feedback
AUGUST 4, 2023
In a world that's constantly evolving, staying ahead of the competition requires more than just a great product or service. It demands the ability to connect deeply with your audience, anticipating their needs even before they arise. Customer feedback is one of the most effective ways to gauge customer satisfaction and improve the offering.
CSAT.AI
AUGUST 3, 2023
There are more Zoomers than Boomers in the workforce now. The World Economic Forum projected that by 2025 Gen Z will make up 27% of working people in the 38 OECD countries and one third of the world population. They are likely to become some of your customer service agents ( and your customers ). Are you prepared to meet their needs and retain the Gen Z service agents in your contact center?
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.
Customer Think
AUGUST 4, 2023
Anyone involved in marketing is probably familiar with the process of traditional project management. This will usually see the marketing team creating monthly, quarterly and even yearly plans that give a number of initiatives that they need to launch across the year. This is an approach that is very straightforward and often used successfully.
SurveySensum
AUGUST 3, 2023
Imagine you run a B2B marketing software company that provides innovative marketing solutions to small businesses. You have a great product that your team has worked tirelessly to develop. But you’re not quite sure how it’s being received by your customers. You’ve many questions like – Are they happy with your service? Are there any pain points that need addressing?
Zonka Feedback
AUGUST 3, 2023
Looking for effective questions to create Mobile App Surveys? Explore the most effective Mobile App Survey Questions to create powerful mobile surveys for collecting actionable feedback. With over 52% of the internet traffic coming from mobile devices and 90% of that coming from mobile apps, the usage of mobile applications is unchallenged.
InteractionMetrics
AUGUST 2, 2023
Why Fox Rent a Car (and, by association, its Managing Director Gerardo Bermejo) should spend more time on listening and less time on gaming their customer surveys! Few things bother me more than unscrupulous business practices. As a Customer Experience Analyst with decades in the CX industry, I thought I’d seen it all. But a recent experience with Fox Rent a Car showed me just how little they care.
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?
Customer Think
AUGUST 1, 2023
Optimizing customer experience is table stakes these days, as we all know. Doing so consistently, and in a way that balance organizational strategy with competitive pressures, and customer expectations in a consistently improving way can be a challenge, however.
ECXO
AUGUST 2, 2023
How to Create an Amazing Customer Experience During one hour, Shep session he had two facilitators Tulio Milman and Ricardo S Gulko. Who is Shep Hyken: He is the Chief Amazement Officer at Shepard Presentations, one of the most important and respected experts in Customer Experience and Services worldwide, and among the best inspirational speaker around the globe.
SurveySensum
AUGUST 2, 2023
Are you struggling to choose the right surveys to enhance your B2B customer experience journey? Do you also feel overwhelmed with the countless options available? – We’ve all been there. The truth is, selecting the most effective surveys can be a real challenge. And making the wrong choice can lead to wasted time and resources. But fear not!
SixteenVentures
AUGUST 2, 2023
Every Customer Success Manager (CSM) knows the struggle: you have an incredible product that can truly enhance the work of your customers, but they resist. They feel overwhelmed, underprepared, or simply unwilling to take on the new responsibilities that come with implementing your product. Sound familiar? Then buckle up. We’re going to unpack the challenges […] The post Motivating Action: The Hard Truth of Driving Customer Engagement appeared first on Customer-centric Growth by Linc
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 Think
AUGUST 4, 2023
Have you ever experienced talking about an opportunity, a situation, or strategy with a very high performing sales person? Or been with someone dealing with a very complex deal, and all of a sudden they come up with the right answers, or strategies? Or that individual that just seems to always have the right answers […] The post Intuitive Selling—More Than A Feeling appeared first on Partners in EXCELLENCE.
VOZIQ
AUGUST 2, 2023
With AI becoming the topic of conversation and the rapid changes in the economy affecting businesses, leaders are looking at AI to be their ally in driving growth. Get acquainted with our pick of the best articles on customer retention, building trust with customers, and AI-enabling growth. What Smart Companies Know About Integrating AI(HBR) This blog shows the strategic integration of Artificial Intelligence (AI) in businesses.
The DiJulius Group
AUGUST 2, 2023
Who says engineering and entrepreneurship can’t mix? In this episode of The Customer Service Revolution, John’s guest, Kerry Siggins, is the dynamic CEO of StoneAge Holding and has successfully bridged the gap between these two seemingly polar worlds. From her engineering background to the helm of a tech company, Kerry has charted an unconventional path.
Experience Investigators
AUGUST 1, 2023
❔"I was talking to a colleague of mine in the marketing department, and we had a question for you: could the customer experience that our company delivers be used as a brand differentiator? If so, what would you recommend?"❔Shoutout to all the Chief Marketing Officers and Marketing Leaders who ha.
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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
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