CX Accelerator
OCTOBER 28, 2020
Collected and written by your CX DJ, Jeremy Watkin. ,, In the #CXQOTD for Friday, October 16 we challenged our community to come up with a CX playlist. The question was, “What song sums up your aspirations as a CX leader?”. Let’s look at what the CX Accelerator community came up with. And a quick apology for being a bit heavy on the Coldplay. But what can I say?
Intercom, Inc.
OCTOBER 28, 2020
Today, we’re excited to unveil the newest message type in Intercom, Banners. The name suggests how simple this new message type really is – you can now create a message that occupies that prime real estate at the top or bottom of your website, on desktop or mobile, where it can capture the attention of visitors and customers with announcements , promotions, proactive support , you name it.
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Bill Quiseng
OCTOBER 26, 2020
Facemasks, door signs, floor decals, partitions, and hand sanitizers won’t keep your customers. Such safety protocols in response to the pandemic are expected from your customers. While failing to implement them will cost you customers, maintaining those standards will not guarantee that you keep them. Your competitors are doing the exact same thing which means what you are doing is average, heightened like everyone else, but still average.
Beyond Philosophy
OCTOBER 29, 2020
You can have a great philosophy, deliberate strategy, and cunning tactics to inspire customer-driven growth, but if you don’t change your culture, they won’t work. Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention. Culture change is not easy. I was running a workshop with a utility client many years ago about the concept of Customer Experience.
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.
CX Accelerator
OCTOBER 28, 2020
Collected and written by your CX DJ, Jeremy Watkin. ,, In the #CXQOTD for Friday, October 16 we challenged our community to come up with a CX playlist. The question was, “What song sums up your aspirations as a CX leader?”. Let’s look at what the CX Accelerator community came up with. And a quick apology for being a bit heavy on the Coldplay. But what can I say?
Intercom, Inc.
OCTOBER 26, 2020
Our Chairman and Co-founder, Eoghan McCabe , sat down for a chat with Harry Stebbings on the Twenty Minute VC podcast to discuss his startup journey and the lessons he learned while building Intercom. In a wide-ranging conversation, Eoghan explored the complex nature of ambition, the role of self-doubt in creating our drive to succeed, and the crucial role of authenticity in leadership.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Fonolo
OCTOBER 27, 2020
As part of our State of the Contact Center in 2020 Industry Report , we asked industry leaders and influencers what surprised them the most about the pandemic. We were surprised at the similarities between each of their responses. The pandemic has forced a rapid change in an industry that has been long dragging its feet. Here’s how COVID-19 impacted contact centers — and the CX industry as a whole — as told by the experts: Read the Full Report, FREE: Download The State of the Contact Center in 2
Experience Investigators
OCTOBER 27, 2020
Voice of the Customer (VoC) programs often start with a general plan on how to gather customer feedback. The plan typically includes suggestions for customer listening posts. Customer listening posts are specific tools, locations and mechanisms to gather customer feedback along specific touchpoints on the customer journey. Listening posts: Help us understand individual customer needs and experiences closer to real-time.
Intercom, Inc.
OCTOBER 27, 2020
Kristen Swanson is the Customer Experience Chief of Staff at Slack , the channel-based messaging platform designed to “make work simpler, more pleasant, and more productive.”. This is the second in a recurring series of articles looking at how modern support leaders are navigating the support landscape as it continues to evolve. With customer expectations on the rise, we look to find out how support leaders are creating best-in-class experiences to meet those expectations, and what support teams
Heart of the Customer
OCTOBER 29, 2020
Let’s not beat around the bush: $#@&*%! coronavirus trashed your journeys. Prior to the pandemic, organizations had clear strategies on how to serve their customers, working to deliver an ever-improving experience to earn loyalty. A better experience is still required…but how we go about providing it – and what “it” even is – has completely […].
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Beyond Philosophy
OCTOBER 24, 2020
5 New Rules Guaranteed to Build Trust. A lot of Behavioral Economics can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. A great idea is a beautiful place to start when it comes to improving your Customer Experience to benefit your bottom line.
Steven Van Belleghem
OCTOBER 29, 2020
Transactional Convenience. Though there are of course many digital endeavors that media industry players have already made to ensure that the ‘audience journey’ becomes smoother and more frictionless, I see two extremely important trends surfacing that will disrupt the more traditional players if they do not get on board: extreme personalization and centralization.
Zonka Feedback
OCTOBER 27, 2020
Retail business is all about the transactions involving sellers selling their goods directly to the customers which are usually the end users of the products. When we talk about the growing trends of shopping, it is true that online shopping channels are replacing the trend of buying and and selling at the retail stores to a large extent. 51% of the Americans favor online shopping.
TeamSupport
OCTOBER 26, 2020
Customer service can effectively make or break your business in the eyes of customers. According to Small Biz Genius , 95% of customers indicated that customer service is a decisive factor in their brand loyalty. In addition, 58% of customers said that bad customer experience can lead to them abandoning a brand they otherwise enjoyed purchasing from.
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.
The Contact Company
OCTOBER 28, 2020
Customer service is a key differentiator for consumers when deciding which brands to spend their hard-earned cash with. Your customer support teams and their professionalism is critical to success when […]. The post 4 Inspiring Examples of Top Class Customer Service appeared first on The Contact Company.
Fonolo
OCTOBER 29, 2020
The 2020 holiday shopping season will look very different from others in recent memory, thanks to COVID-19. Think you’re ready? You’re probably not. With travel at an all-time low and in-store shopping becoming less accessible, consumers will be exploring new ways to make their holiday purchases. To stay ahead of the curve, retailers will need to stay alert to changing trends in their customers’ behaviour — but most importantly, they must prepare to support them when they run into challenges.
Zonka Feedback
OCTOBER 26, 2020
Businesses are investing as much as $1.3 trillion in their digital transformation initiatives to deliver value to their customers. However, around 70% of this amount has gone to waste. One of the fundamental causes of this failure is that companies move towards digital transformation with a flawed mindset and practices. And this only intensifies these flaws.
Chip Bell
OCTOBER 30, 2020
The last few months I served in Viet Nam with the elite 82 nd Airborne, I served as battalion adjutant—it is like the chief administrative officer over about 1,000 soldiers. It was a relief from having served many months in heavy combat as an infantry unit officer. Periodically soldiers came from the field to headquarters for a few days of rest and resupply.
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?
ClientSuccess
OCTOBER 26, 2020
For sales organizations of all sizes, establishing “checks and balances” to ensure new business growth is incredibly beneficial for executive management. As your SaaS business grows, you’ll need to establish processes to ensure existing customer revenue and growth are achieved. To ensure existing customer revenue, establish Quarterly Business Reviews (QBRs) with your customer success teams.
Myra Golden Media
OCTOBER 26, 2020
Feel more confident. Get less backlash. Nudge customers to accept your word as final. Give customers bad news using five easy steps based on the way doctors give bad news to patients and their families. Worksheet to practice giving bad news. Acknowledge Customer Concern video: Give Bad News Like a Doctor video: Was This Helpful? I’m asking you because my newsletter offers ideas like this all the time.
Zonka Feedback
OCTOBER 28, 2020
Customer Satisfaction is the lifeline for the growth of any business. Without it, a business cannot not even survive for long, forget about growing and attaining good success. Happy and satisfied customers are the biggest promoters for any business.
Provide Support
OCTOBER 27, 2020
The post 10 Shopify Apps for Better Customer Experience appeared first on Provide Support Blog.
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.
Comm100
OCTOBER 30, 2020
By now, you likely already know. You know that the best AI chatbots reduce operational costs and provide cost effective 24/7 availability. You’ve read it before. You’ve seen chatbot examples. Maybe you even calculated the ROI your specific company can generate by using chatbots. Now it’s time to take the next step – choose the best chatbot platform for your website and significantly improve your customers’ and agents’ experiences.
The Customer Service Blog
OCTOBER 30, 2020
Tickets have just been released for The Business Show 2021. This will be Europe's largest business exhibition of the year. It includes an exciting array of guest speakers, training seminars, interactive features, and hundreds of leading suppliers. The show takes place on Wednesday 9th June and Thursday 10th June 2021 at the Excel conference centre in London Docklands.
Zonka Feedback
OCTOBER 26, 2020
It is of immense pleasure to announce that Zonka Feedback has been named as "High Performer" G2.com , Inc.'s Fall 2020 Grid Report. Before we move ahead to share more of our excitement, let us introduce you with G2.
Confirmit
OCTOBER 29, 2020
Register to watch the webinar for your region. Australia. North America. Europe. In its quest for efficiency and speed, Userneeds has developed a unique approach that puts clients in the driver’s seat of their studies. By tapping into the power of digital and DIY, Userneeds has seen unsurpassed turnaround time and incredible client success, while cutting costs.
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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
ProProfs
OCTOBER 29, 2020
My brain hurts! . Perhaps you remember that line from Monty Python’s “Gumby Brain Surgery” sketch. Well, it’s true. Your brain can hurt. Usually not in a physical way, but certainly enough to make anyone lazy and whiny about learning. After all, learning is work. Or is it? Learning what we don’t feel interested in is work. Learning what we love to do or are curious about isn’t work at all. .
Doing CX Right
OCTOBER 29, 2020
Customer Experience Management (CXM) is not just a hot topic in small to big size companies but also at universities too. I had the opportunity to speak at Michigan State University CXM Best Practices Symposium. I shared practical customer experience takeaways and how to’s. If you missed the event, no worries as I have posted a recording below.
Zonka Feedback
OCTOBER 28, 2020
Customer Satisfaction is the lifeline for the growth of any business. Without it, a business cannot not even survive for long, forget about growing and attaining good success. Happy and satisfied customers are the biggest promoters for any business.
Confirmit
OCTOBER 27, 2020
Register to watch the webinar for your region. Australia. North America. Europe. At the onset of COVID-19 in mid-March, MDRG anticipated the pandemic would cause significant disruption to its clients and community, both in the immediate and long-term. To serve its established and new clients – particularly those in healthcare, travel & tourism, and CPG – MDRG quickly developed a dashboard using Dapresy to track consumer behavior, thoughts, and feelings on a weekly basis in this u
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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