Sat.May 05, 2018 - Fri.May 11, 2018

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Growth of Conversational Commerce

Callminer

Overall, customer culture is evolving, and consumers have a desire for more accessible communication methods that let them interact with businesses when they want and from wherever they are.

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From hi to buy: 6 live chat etiquette tips for sales teams

Intercom, Inc.

Adding live chat to your funnel is a great way of generating more sales and targeting specific leads in a more effective way, ensuring the best experience possible for all involved. When it comes to conversing with leads over live chat, it is a very different experience compared to talking in person or even on the phone. No wonder many reps are daunted by the thought of putting live chat on their website.

Sales 196
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Trending Sources

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Creating Customer Heroes: How Your Agents Can Become Customer Storytellers

CX Accelerator

Let’s imagine, for one moment, that you’re casting your agents and customers in a movie. What roles would they play? Would your agents make their screen debut as wise sages, imparting knowledge and truth to help spur your customers to a glorious conclusion in their customer service journey? Or would your agents be more like sword-wielding fighters, battling to defeat angry customer ogres before they burn your contact center to the ground?

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Hooked on Your Phone? Here’s Why

Beyond Philosophy

I was texting with my daughter the other day and there was a pause in the conversation. I could see the three little dots. Surely she was typing a clever response to the remark I’d just made. I couldn’t wait to see it, so I sat there, phone in hand, staring stupidly at the little dots. I went on like this for maybe a minute and a half before I realized I was being silly.

Gaming 116
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From Data to Decisions: Maximizing Retail Potential with AI

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.

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50 Debt Revenue Recovery Tips: Developing a Debt Revenue Recovery Strategy, Tools & Technology, and More

Callminer

Whether clients fail to pay because of poor health, lost employment, or a poor customer service experience, they can fall behind with payments and prevent you from collecting revenue.

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When messaging becomes more than just chat: which apps should I use?

Intercom, Inc.

With our redesigned Messenger , businesses can do so much more than chat. The next generation of messengers will be built to help businesses accelerate growth by actually helping teams do work, like process payments or schedule meetings. From what was once an interface solely designed for conversation, the Messenger becomes a front desk for your website or app— surfacing a collection of apps that drive outcomes.

Start-ups 176

More Trending

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9 lessons of growth and customer experience from Intercom

Lumoa

A story of how a startup nailed customer relationships since day one. Many startups think that customer experience management equals unnecessary work and financial costs. However, more and more startups that emphasise the uniqueness of customer relationships are growing faster than ever. Some of the familiar names include the two fastest growing companies in the world , Slack and Intercom.

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How to Effectively Capture the Power of Customer Experience ROI

Customer Bliss

Uniting the leadership team in the purpose of delivering one-company experiences and connecting it to business growth occurs with my clients when we can simplify the “why” behind this work in a manner that they can stand behind and communicate as their own. I’ve been asked, “How do you persuade top management that customer centricity is not a cost?

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The Fusion of Brand and Culture with Denise Lee Yohn

Customers That Stick

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

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How to Effectively Set Goals with Your Call Center Team

Fonolo

Goal setting and self-improvement often go hand-in-hand, and nowhere is this more true than in the world of business and retail. Executives and managers understand that by setting goals both as an organization, specifically as departments and teams, a company is able to move in a measurable and targeted way, and even be able to make projections and pivots in the direction they want to grow.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Complaining Customers Are Your Best Customers. But Why?

Comm100

Introduction. If you work in customer service, chances are you know the signs of a complaining customer. You might recognize them by their pointed tones, their defensive, often raised voices (over email or live chat, this may present itself as all caps writing), and their creative use of insults. You may recognize the way they hold up the line at checkout, the way they demand to speak to management, or the way a look of disbelief plants itself on their faces when they hear that what they are ask

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Leading Your Customer To The Right Choice

Beyond Philosophy

How can we guide our customer’s decision-making through the menu of options we provide? How can you structure your offering to make it most attractive to customers? The post Leading Your Customer To The Right Choice appeared first on.

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The “Make Mom Proud” Standard for How to Treat Your Customers

Customer Bliss

They share freely. They have our back. They are there, in good times and bad. They always have our best interest in mind. They are brave. This describes our moms. It also describes companies who follow her lead in how they grow their business. The lessons we learned as kids stick with us. And often they have our mom’s face all over them. Her lessons, her rules, and her sayings are still in our heads.

Retail 65
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Are Call-Backs the Missing Piece in Your Call Center?

Fonolo

A live human conversation is a powerful thing. Despite all the innovation in the world of customer service, studies keep showing us that there is an enduring appeal to phone calls. That’s not to say we should be complacent about how we deliver that phone call experience. Call centers should strive to remove as much friction as possible from the process of connecting caller with agents.

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Software Composition Analysis: The New Armor for Your Cybersecurity

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?

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On Which Does Your Company Focus: Customer Acquisition or Retention

CX Journey

Image courtesy of Quadient Where does your company put a greater focus, on acquiring new customers or on retaining existing customers? It seems there ought to be a balance, or a shift in balance, no? The old debate stands: should companies focus on customer acquisition over retention ? Despite the fact that the cost of bringing in new customers is much higher than the cost to keep existing customers, companies place a disproportionate focus on marketing and advertising in order to attract new cu

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The Challenge of Excellence is Consistency Not Repetition | #CustServ #CX

Kate Nasser

Excellence in sales, service, leadership requires consistency not repetition. Here is the difference between the two and how to achieve one and avoid the risks of the other. Share your insights in the comments section for others to learn. The post The Challenge of Excellence is Consistency Not Repetition | #CustServ #CX appeared first on KateNasser.com.

CX 41
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Location Triggering and Beacon Technology Capture Real-Time Feedback Fact Sheet

Confirmit

With Confirmit Location Triggering, you can easily capture customer location data through geo-fencing and/or using the more precise Beacon technology. The data you collect can be analyzed alongside other rich sources of customer data and used to automatically initiate the appropriate next step. Download the fact sheet to learn more. Voice of the Customer Voice of the Employee Market Research.

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The “Silver Bullet” to Customer Health Scoring

Waypoint Group

Announcing our latest research-driven whitepaper: The “Silver Bullet” to Customer Health Scoring. B2B companies are looking for smart ways to accelerate profitable growth through improvements in customer retention and expansion, and Customer Health Scoring (CHS) has been evangelized as the way to understand when and how to best engage with a customer account, while also highlighting the overall health of the customer base.

B2B 40
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7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus

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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Author of The Nordstrom Way: What Makes a Make Mom Proud Company

Customer Bliss

Today’s post is from Robert Spector , best-selling author of The Mom & Pop Store: True Stories from the Heart of America and The Nordstrom Way to Customer Experience Excellence: Creating a Values-Driven Service Culture. As a customer service pioneer, I’d consider Robert Spector a global authority on “make mom proud” companies.

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The Internet is Under Fire – What does that Mean for AI?

SugarCRM

I stumbled upon some new statistics this week from Pew Research asking the question, “Is the Internet good or bad for society as a whole?” The survey was conducted in January of this year (so, way before the Facebook fiasco), and a sizable majority of respondents (70%) continue to believe the Internet is a good thing overall. However, that represents a significant drop of 6 percentage points compared with early 2014.

AI 48
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Confirmit B2B Account Health

Confirmit

For most companies, revenue is a top priority. The challenge, however, is that risks related to areas such as customer churn, service reductions, and difficulties with new customer acquisition can often stand in the way of your ability to grow. Confirmit B2B Account Health is a highly configurable solution designed to help you to understand account health and manage revenue risks from the frontline all the way through executive management in just 3 steps.

B2B 40
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Andrew Chen on finding the “fresh powder” in growth

Intercom, Inc.

What do Dropbox, Uber, AngelList, Front, Gusto and Boba Guys have in common? All have benefited from the sage advice of growth expert and Andreessen Horowitz general partner Andrew Chen. Andrew’s been an angel investor and advisor for a slew of name-brand startups; however, he’s most widely known for his invaluable essays on growth. He’s written more than 650 of them over the past decade and has been featured and quoted in The New York Times, Fortune, Wired and Wall Street Journal.

Start-ups 224
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Mapping Digital Transformation: Retail’s Strategic Shift

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

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14 Questions you Need to ask when Considering Call Center Consolidation

Taylor Reach Group

By: Colin Taylor. Consolidating Contact Centers. Organizations today look across their customer-facing organization and see a cluster of Call Center or Contact Center activities: sales, technical support, customer service, returns, billing, collections etc. These Call Centers can exist in a company’s divisions or operating companies. Even small and medium-sized businesses can find that they have five or more Call Centers in operation all acting independently.

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Success with CRM: 4 Tips for User Adoption

SugarCRM

In the previous post of this series, we talked about why a comprehensive CRM training program is critical for success. Related to training, is user adoption. Low user-adoption rates are the root cause of more CRM project failures than any other factor. That’s not surprising, enterprise software has been notoriously hard-to-use. At the same time, the digital revolution has made the workforce very reliant on the apps and devices that power an always-connected lifestyle.

CRM 41
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VoC Program Advice - Getting Started

Confirmit

How do you get a Voice of the Customer program off the ground? In this video, Chris Brown, Confirmit, Alain Thys, FutureLab and Paula McKillen, RS Components provide guidance about how to secure success in your VoC activities. From how to secure budget approval by engaging your executive team, to ensuring your employees are really focused on the customer experience, these CX experts share their views on what you need to know to get started.

VOC 40
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Bizops: when you’ll need it and why, eventually, you won’t

Intercom, Inc.

Business Operations (Bizops for short) has inexorably become a thing at certain kinds of companies. Some of you might come into regular contact with a Bizops team, others might have merely a vague awareness of Bizops, and still others might not have heard of Bizops at all. Regardless of which bucket you fall in, I suspect you don’t have the foggiest idea exactly what Bizops is or why it exists (unless you’re part of a Bizops team).

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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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7 Customer Service Challenges and How to Overcome Them

Provide Support

At some moments customer service job can be a challenge. Dealing with different people and trying to meet their expectations is not an easy task. It takes patience, sharp intellect and I would even say wisdom to navigate through the various customer moods and still provide a professional service. In this article I would like to review the biggest customer service challenges based on my own experience.

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CSM from the Trenches: Mentors – Matt Evans, Director of Customer Success, Grow

ClientSuccess

For those just joining our blog series CSM from the Trenches, welcome. This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.

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Site Selection for Your Contact Center

Taylor Reach Group

By: Colin Taylor, CEO & Chief Chaos Officer. Finding the near perfect place to put your new Call Center or Contact Center can be a daunting task. It becomes far less onerous with a well thought out plan that embraces all the factors affecting your decision. In this post, I am going to explain what to do in terms of selecting the site location of your Contact Center.

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Customer Experience Leadership in the Ever-changing Media Landscape with Amy Shioji of USA Today

Customer Bliss

In today’s episode with Amy Shioji , Head of Customer Experience at USA Today Network , we talk about how she advocated for a more holistic view of customer experience and loyalty at a media company, a vertical we don’t usually discuss. Facing challenges from the disruptive nature of the media industry, we talk about how she worked to break down internal silos, improve the digital aspect of the USA Today experience, and improve the employee experience as steps to put the customer at the ce

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When Customers Win, You Win: How to Deliver Value That Transforms Your Customer Experience

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.