Shep Hyken
DECEMBER 28, 2022
Happy New Year! I’m not one for New Year’s resolutions, which are often broken. Instead, I like setting and resetting my goals for the year, and in my world, those goals focus on delivering an amazing customer service experience. So, I’ve created a list of simple ways to deliver the experience that everyone wants. Here are 23 ways to help you and your teams provide an amazing customer experience in 2023. .
Callminer
DECEMBER 28, 2022
Customer sentiment is a crucial metric for every business. Read this blog to learn more about customer sentiment analysis and how it can help improve customer service, guide agent behavior, and more.
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Intercom, Inc.
DECEMBER 28, 2022
Well that was quite the year. We’ve made it to the end of 2022 – 12 months in which everything changed for the tech industry. After booming for the best part of two decades, a number of factors coincided to transform the SaaS landscape and tech more broadly. Like so many other companies in the space, Intercom was also affected by these difficult economic headwinds.
Customer Think
DECEMBER 29, 2022
A simple recruiting mistake, like a poorly crafted job description, can hamper your chances of attracting the right talent. However, having the proper hiring process allows you to recruit the best candidates to help your organizations grow. Here are eight expert tips on how to make your hiring processes more efficient! Did You Know? When […].
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.
Shep Hyken
DECEMBER 27, 2022
The Power of Listening to Your Customers . Using Conversational Data to Enhance the Customer Experience . Shep Hyken interviews Amy Brown, founder and CEO of Authenticx , a software that listens, analyzes and activates customer voices at scale. She shares findings from Authenticx’s Customer Voices Report and how organizations can use data to drive customer experience strategies.
Callminer
DECEMBER 26, 2022
Read this blog to better understand product innovation, including new product development, and best practices for getting it right with conversation intelligence.
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
DECEMBER 29, 2022
When business leaders hear the word recession, it conjures up images such as budget cuts, productivity initiatives, and hiring freezes. For leaders in the nonprofit sector, however, there’s a very different reaction. They start to worry about the very survival of their organizations. That’s because nonprofits depend on the generosity of donors, and their disposable […].
CX Network
DECEMBER 25, 2022
With CX leaders pressed to make their budgets go further in 2023, CX Network offers tips from an expert panel on how to generate better value.
Beyond Philosophy
DECEMBER 29, 2022
As 2022 draws to a close, I like to reflect on the year and what I have learned. I shared them on a recent podcast and thought I would share them here with you, too. Lesson #1: You can never go back to the way things were. You can only progress into something new. We have been waiting for things to return to normal for the past couple of years. First, there was COVID and the lockdown, then came the supply chain issues (predicated by said lockdown), labor issues, a war, rising inflation rates, a
Zonka Feedback
DECEMBER 29, 2022
How significant is client satisfaction in the restaurant sector? If we said something was "super extremely very important," we wouldn't be exaggerating.
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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
DECEMBER 29, 2022
My comments on Service Recovery as Your Superpower. So often I hear having a service and doing a great service recovery is good for you. Is an unnecessary service because of a defect good for a customer? Get rid of these to increase value. As soon as you believe this, you are a loser. If you need service recovery it means you are already losing customers for not being effective and for not doing the right things in the first place.
ClearAction
DECEMBER 26, 2022
CX Index: Cracking the Code in Your Customer Experience Strategy Lynn Hunsaker. The CX Index measures customer experience among brands in 13 industries. To-date, no industry has reached the “Good” or “Excellent” category; most are in the “OK” category and a few are in the “Poor” category. 1 Accordingly, the CX Index teaches us a lot about what is ineffective in popular CX practices.
Beyond Philosophy
DECEMBER 24, 2022
The end of a year is always a nice reminder to reflect on time passed. It’s a regular milestone where you can check in on your experiences and remember the lessons gained from another trip around our sun. This year has been an interesting one. With a foot half-in, half-out of the pandemic, continuing supply chain issues, rising inflation rates all over the world, and a war in Ukraine, one might even say awful.
Doing CX Right
DECEMBER 30, 2022
The mass cancellations at Southwest Airlines provide valuable business lessons. Learn and apply best practices that are in your control to mitigate disruptions impacting customer loyalty and trust. The post Avoiding Customer Disruptions: Lessons Learned From Southwest Airlines’ Cancellations appeared first on Doing CX Right.
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
DECEMBER 27, 2022
People often mistake customer success for customer satisfaction. However, there’s a drastic difference between both. Customer satisfaction is a concept centered around a company’s profits. On the other hand, customer success is all about facilitating customers with the best-suited solutions that help them achieve their goals or solve certain problems.
Shep Hyken
DECEMBER 26, 2022
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Customer Service Heroes: 5 Happy Holiday Tales by Cassandra Vincent. (CSAT.AI) The holiday season is rife with customer service horror stories from both customers and workers.
SurveySensum
DECEMBER 29, 2022
Did you know “ Indosat did 20 times more surveys in the last 6 months than in the past 1 year?” . Wondering how? Well, earlier they were struggling with getting responses from their customers via calls. And low response rate means, less customer interaction, and reduced sales. So, what did they do? – They shifted to WhatsApp surveys. Why? Because customers now prefer other platforms in the market, especially, WhatsApp.
The Customer Service Blog
DECEMBER 29, 2022
It's time to celebrate! The Customer Service Blog has just hit the amazing milestone of a QUARTER OF A MILLION readers! Official figures confirm that on 29th December 2022 we had 250,448 readers. This includes around 49,000 people in the UK and around 60,000 people in the USA. During 2022 we have acquired thousands of new readers across Europe and in places further afield such as Hong Kong (where we now have around 29,000 readers) and Indonesia (where we have around 23,000 readers).
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
DECEMBER 27, 2022
Human-Centered Design (HCD) continues to create interest and intrigue among professionals from researchers to innovation specialists. And with good reason: it offers powerful new ways of understanding human behaviors, preferences, and challenges from a uniquely customer-centric perspective. However, there is also a fair amount of confusion about what Human-Centered Design is—and how to best employ […].
ProProfs
DECEMBER 28, 2022
In the 21st century, training instructors are shifting from traditional learning methods to modern approaches where learners can consume the same materials in a self-paced and flexible manner. Learning pathways are one such method that has become extremely important for upskilling learners. . Wondering what a learning path is? These are a group of courses, modules, quizzes, or other activities bundled together, which enable learners to progressively build knowledge through mastery of different t
cxservice360
DECEMBER 28, 2022
Customers are the heart of every business. After all, without your customers, your company couldn’t exist. Far too often, however, the customer experience is not everything we want or hope it to be. Challenges relating to the customer experience are often linked to poor customer service but, again, overcoming obstacles to stellar service is not. Read more.
Hodusoft
DECEMBER 28, 2022
What is Call Center Management? Need, Metrics, and Best Practices. Businesses need a strong communication strategy to deliver seamless customer experiences. Call center management backed by cutting-edge call center technologies helps managers oversee their teams and be on top of things. By implementing call center management, organizations can accurately measure, monitor, and optimize their performance.
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
DECEMBER 27, 2022
Retailers had a tall order to fill in 2022, adjusting for pandemic-caused changes in shopping patterns, rising prices, a diminishing workforce and unrelenting demand for fast delivery. Yet, the National Retail Federation forecasts retail sales to exceed $4.86 trillion. That represents growth of 6% to 8% over 2021, a year when sales accelerated by a […].
Experience Investigators
DECEMBER 27, 2022
The post [Experience Action Podcast] How To Use a Customer Experience (CX) Mission [wp-svg-icons icon="new-tab" wrap="i"] appeared first on Experience Investigators.
ClientSuccess
DECEMBER 27, 2022
Road Map Vectors by Vecteezy. At the heart of any successful customer relationship is a clear and well-defined path to customer success. This means implementing best practices in areas such as product training, initial relationship cadence, and real-time support. Here are key strategies to consider when creating a Customer Success Journey Map: 1. Develop clear tasks, milestones and goals throughout the customer lifecycle. 2.
CX Network
DECEMBER 27, 2022
This ebook explores the role of chatbots in enquiry volume spikes, empathetic digital transformation and the data-led approach to making meaningful contact center upgrades.
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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
Customer Think
DECEMBER 27, 2022
At a recent event, I spoke to a Chief Technology Officer (CTO) about how it was not untypical for him to have a day of 14 back-to-back half-hour meetings. He explained that this started during the early part of the pandemic, and by 4 pm, he was absolut.
MyCustomer Experience
DECEMBER 28, 2022
As 2022 draws to a close, I like to reflect on the year and what I have learned. I shared them on a recent podcast and thought I would. 28th Dec 2022. By Colin Shaw Founder & CEO.
Uplifting Service
DECEMBER 25, 2022
[link]. What’s the secret to maintaining OUTSTANDING service? My clients at LUX* have figured out their own recipe to keep everyone engaged, supported, and always improving. . The secret? Authentic care! From the moment we started working together, LUX* was committed to going beyond the Six Levels of Service, to make each moment matter for its guests.
SugarCRM
DECEMBER 29, 2022
In the early 2000s, customer relationship management (CRM) platforms were something only the early adopter companies had. They were the “bells and whistles” not everyone could afford (or understood how to properly use). Today, CRMs are no longer “nice to have”—they’re essential to every company’s sales success. More than that, they demonstrate true value by driving business growth into the future.
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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