Intercom, Inc.

JULY 29, 2020

The notion of storytelling has pervaded the marketing world as of late. Companies work to unlock the story of their brand , to tell the story of their target customers, use data to tell stories about their industry or provide further insights. The word has popped up in job descriptions: rather than writers and editors, companies hunt for storytellers who can bring their content to life ( Microsoft even has a chief storyteller ).

Customer Relationship 271

Customer Relationship 271

Callminer

JULY 29, 2020

A panel of customer service experts and call center professionals explain how call center reps should address complaints about bad customer service.

Customer Service 207

Customer Service 207

Heart of the Customer

JULY 31, 2020

You probably moved into customer experience (CX) because of a passion for customers. You chose this space because you know that if you can improve customers’ experiences with your company, they will be happier, they’ll stay with you longer, and both the business and your customers will prosper. But actually improving the experience is hard. […].

CX 175

CX Customer Experience 175

Beyond Philosophy

JULY 25, 2020

Mastering the Illusion of Control. Humans often feel like we have more control over things than we do. Despite overwhelming evidence to the contrary—and even regular common sense—we think that if we do things in a certain way, we can influence what happens around us, particularly during sporting events. This concept is called the Illusion of Control.

Sports 157

Sports Gaming Sales Customer Expectations 157

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 Loyalty

Intercom, Inc.

JULY 30, 2020

First, as the economy is buffeted by turbulent seas, companies must batten down the hatches and devote their time and attention to their current customers. Then, because budgets and resources are undoubtedly restricted, they must learn how to do more – with less. Automation has become a colossal aid for accomplishing both. Unlike previous financial downturns, businesses have more access than ever to technology that can put their data to work.

Machine Learning 145

Machine Learning Customer Relationship Engineering Business Growth 145

eglobalis

JULY 26, 2020

How Complexities Prevent and Improve Employee and Customer Experience. The post How Complexities Prevent and Improve Employee and Customer Experience appeared first on Eglobalis.

Customer Experience 136

Customer Experience Customer Relationship Innovation CX 136

Totango

JULY 31, 2020

Customer retention is critical to success in today’s customer-centric economy. Onboarding sets the stage for customer retention by beginning a positive long-term relationship between you and your customer. For SaaS companies especially, the speed and ease with which your customers can progress through new user onboarding will act as the first indicators of how smooth their use of your product will be going forward.

E-commerce 127

E-commerce Hospitality Hospitality Healthcare 127

TeamSupport

JULY 27, 2020

As published in CustomerThink , July 1, 2020. This decade has begun with economic uncertainty. From COVID-19 to political and social movements, businesses of all types have been impacted by these events resulting in major fluctuations in consumer trust. Research indicates that companies geared up for a spike in churn during Q2, and while it has proven to be not quite as dramatic as they thought, increasing retention and reducing churn or downsells is a top priority going into the second half of

B2B 90

B2B Start-ups Finance Customer Relationship 90

The DiJulius Group

JULY 29, 2020

1. Feature Article Why You Need to Be Collecting VOC and CSAT By Jess Pischel, Customer Experience Consultant There is often some confusion when it comes to Voice of Customer (VOC) and Customer Satisfaction (CSAT). While they are two very different aspects of the customer opinion, the information collected from each are very important. Read Full Article.

VOC 78

VOC Customer Satisfaction Customer Experience 78

PeopleMetrics

JULY 29, 2020

I have been writing and taking surveys for 30+ years. Over that time, I have taken a lot of very bad ones. And when I first started writing surveys, I wrote my fair share of bad ones too. Today, there are more surveys sent out than ever before. And this means more bad surveys than ever are being sent out to customers, guests, patients, and employees.

Net Promoter Score 71

Net Promoter Score CEM Business Administration Machine Learning 71

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Totango

JULY 31, 2020

As virtual teams and remote engagement become the norm for Customer Success teams, staying on top of customer needs and expectations is becoming more challenging. In particular, correctly identifying, engaging, and managing your key stakeholders is critical to driving adoption, minimizing risk, and ensuring long term relationship success. Yesterday, Totango hosted our third CXO series event for Customer Success executives.

Scorecard 104

Scorecard Technology Technology Sales 104

SurveySensum

JULY 28, 2020

The survey response rates are a strong indicator of relationship strength with your customers, especially with the large strategic accounts in B2B Saas. . It gives you an opportunity to engage with your customers and understand what is working and not working for them. The valuable feedback gets you an accurate predictor of retention and offers you with trustworthy insights that can help you in adopting the VOC program across your organization. .

B2B 75

B2B Start-ups Net Promoter Score VOC 75

SixteenVentures

JULY 31, 2020

The best place to set up our relationship with the customer for huge success is right from the beginning and it doesn’t get any earlier than the Sales to CSM Handoff. . Of course, the Sales to CSM Handoff is also where we can (and often do) completely drop the ball and set the relationship with the customer up for massive failure right out of the gate. .

Sales 73

Sales CRM Start-ups 73

TeamSupport

JULY 29, 2020

“Cloud is about how you do computing, not where you do computing.” – Paul Maritz, VMware CEO. Once you decide to implement a new B2B customer support software solution, the first step is to do an internal assessment to determine how to choose the right provider. In Part 1 we recommended starting with determining if the system you choose should be cloud-based (a server hosted in the Cloud) or on-premise (application is installed and maintained on the company's internal servers), and we gave you a

B2B 66

B2B Compliance Government Customer Service 66

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.

Voice of the Customer

Customer Experience Matrix

JULY 25, 2020

Call me a c**k-eyed optimist, but marketers may actually be getting better at buying software. Our research has long shown that the most satisfied buyers base their selection on features, not cost or ease of use. But feature lists alone are never enough: even if buyers had the knowledge and patience to precisely define their actual requirements, no set of checkboxes could capture the nuance of what it’s actually like to use a piece of software for a specific task.

Technology 64

Technology Technology 64

Confirmit

JULY 28, 2020

We’re delighted that the Confirmit AIR Awards submissions are already flooding in. If you’re still deciding whether to enter, be quick! The deadline is two weeks away but there’s still time. We’ve had lots of questions from customers, so if you need answers or reassurance that you’re on the right track the AIR Awards team is here to help!

Innovation 59

Innovation Start-ups Technology Technology 59

The DiJulius Group

JULY 30, 2020

“We are not in the coffee business serving people, we are in the people business serving coffee. People want to be part of something larger than themselves. They want to be part of something they’re proud of, that they’ll fight for, and that they trust. “ – Howard Schultz This is what Starbucks has built. Read Full Article. The post How We Can All Learn From Starbucks in How They’ve Revolutionized the Customer Service Industry appeared first on The DiJulius Group.

Customer Service 52

Customer Service 52

TeamSupport

JULY 27, 2020

You want to stop focusing only on getting tickets closed and instead work on building strong relationships with your customers. You’ve determined that e-mails and spreadsheets are no way to manage support interactions. And you want to break down the silos between support, sales, and product development and improve collaborations between these departments.

B2B 64

B2B Start-ups Customer Relationship Sales 64

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?

Technology

Steven Van Belleghem

JULY 27, 2020

Enjoy this 1 minute video to learn more! The post Turning Hierarchy Around. Get CEO and Management Serving Customer-facing Staff appeared first on Steven Van Belleghem.

Customer Experience 52

Customer Experience 52

Confirmit

JULY 27, 2020

BAE Systems ran annual or bi-annual engagement surveys for all employees. This was useful, but spent too much time on the survey process, and too little time on action. The team wanted to expand the types of surveys deployed and who could issue them to increase insights and drive action. They needed a solution that was flexible, agile, scalable and customizable.

Engineering 52

Engineering Voice of the Employee Touchpoint Voice of the Customer 52

The DiJulius Group

JULY 29, 2020

Culture reflects leadership – and sometimes, you need to do things wrong in order to finally get them right. In today’s episode, learn how to be the leader that you need to be so you can create a culture you can truly be proud of. Chief Revolution Officer John DiJulius of the DiJulius Group chats. Read Full Article. The post 014: If It’s Worth Doing, It’s Worth Doing Wrong with Arnie Malham appeared first on The DiJulius Group.

52

52

Qualtrics

JULY 29, 2020

Education leaders must do something they have never done before – safely teach and care for children during a global pandemic. How do they do this? By frequently listening, learning and acting on how their students and teachers are working and feeling in the ongoing new normal. COVID-19 introduced a highly complex set of challenges with few unambiguous solutions.

Education 43

Education Non-Profits Gaming Innovation 43

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.

Retail

Knowmax

JULY 31, 2020

Simplify Customer Service Policies With Advance Knowledge Management.

Customer Service 52

Customer Service Customer Experience 52

SugarCRM

JULY 31, 2020

The cloud is a powerful tool for business, and we recognize that at SugarCRM. It’s why we optimize our CX suite for cloud enablement but there’s a striking difference between what we do and what others do: We don’t offer proprietary cloud. Wait, what? Didn’t you just say that the CX suite is cloud-centric? Don’t you have SugarCloud? You read that right.

Innovation 35

Innovation Technology Technology CX 35

Callminer

JULY 30, 2020

No company wants to receive complaints about bad customer service, but even companies that strive to create exceptional customer service will occasionally disappoint a customer. In many cases, those complaints first reach the ears of a call center rep. That’s why patience, empathy, and active listening skills are among the most important skills every call center rep should have.

Customer Service 265

Customer Service Start-ups Customer Satisfaction Gambling 265

Qualtrics

JULY 31, 2020

People analytics deliver actionable insights to improve the way your organization does business – and the impact HR has on the bottom line. Today’s CHROs make data-driven decisions that have a ripple impact on the entire organization. This new generation of HR professionals understands the key categories of organizational data, how people analytics fits within the overall operational data strategy, and most importantly, the workplace strategies that actively influence the overall performance of

Net Promoter Score 41

Net Promoter Score Voice of the Employee Actionable Insights Social Media 41

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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

CX

Knowmax

JULY 27, 2020

Ticket portal: Unified platform for assisted & digital teams.

Customer Experience 52

Customer Experience 52

iQor

JULY 31, 2020

Employee Safety is Our Top Priority.

52

52

Comm100

JULY 29, 2020

If you’re reading this, you likely have either just implemented live chat on your website or are thinking about it. If you’re the latter, let us help you make your decision – 75% of people prefer live chat over any other channel and it leads to a 40% increase in conversion rate. Convinced now? Whatever your industry, live chat is an incredibly effective channel – when used correctly.

Start-ups 52

Start-ups AI Customer Service Technology 52

Qualtrics

JULY 25, 2020

One of the best ways to understand what people are really saying about you in their environment, social listening should be an integral part of your brand strategy. Here’s how it works. Social media platforms are a treasure trove of data that can help you understand what people are saying about a chosen topic, which you can use to improve the experience for your customers , employees , product , and brand.

Social Listening 29

Social Listening Social Media Sentiment Analysis Customer Satisfaction 29

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

CX