Intercom, Inc.
JANUARY 5, 2021
At Intercom, we believe product managers (PMs) should focus on problems , not solutions. Indeed, our first R&D principle is “Start with the problem.” The secret to shipping successful product, then, is clearly defining for your team the problem that you’re setting out to solve. A great problem statement supercharges product development.
Callminer
JANUARY 6, 2021
Read this article to learn how omnichannel technology can enhance customer service.
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Beyond Philosophy
JANUARY 8, 2021
It is not often in life that you get the opportunity to reset things. However, as the COVID-19 vaccine rolls out, we have a chance that is, dare I say, unprecedented to reimagine Customer Experience. We have been through a shocking year of change. Now, we can decide what parts of the change we want to keep to respond to what customers want now. We’ve been doing some work with one of our clients recently who will be doing some research.
Fonolo
JANUARY 7, 2021
Customer perception of service is a key component of customer perception. How well you service and support your customers will distinctly impact how your customers feel about your brand, product, or service. How to Improve Customer Perception of Your Brand. That said, it’s important to know the difference between customer perception of service, general customer perceptions, and customer satisfaction.
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.
Myra Golden Media
JANUARY 5, 2021
Continue the training with me? Join me at De-escalation Academy. This tip is from my De-escalation Academy. In De-escalation Academy, your employees go from feeling overwhelmed and powerless when they have to give customers bad news, to feeling confident, firm, and in-control as they bring down the temperature in interactions and guide customers to next steps.
Customer Service Life
JANUARY 7, 2021
This article was originally published on CustomerThink on November 10, 2020, and is being reposted with the permission of the editor. Click here to read the original post. Macros, canned response, scripts, templates…call them what you want. They boast a number of benefits for contact centers handling text-based support channels like email, chat, SMS, social media, and more, including: Improved speed and accuracy when interacting with customers.
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
JANUARY 5, 2021
You’ve probably heard of ‘ virtual queuing ‘ or perhaps heard of ‘virtual hold,’ which is a branded virtual queuing solution from VHT. But what exactly is it? What is virtual queuing technology? Virtual queuing technology is the colloquial name for many virtual queuing solutions offered by many of the large contact center platforms, and VHT, the only competitor to Fonolo.
Steven Van Belleghem
JANUARY 3, 2021
Take your product very seriously. It’s easy to underestimate the importance of movies and series, but Netflix never made that mistake. They describe entertainment as a basic human need, which feels extra relevant in these pandemic and lockdown-filled times: Entertainment, like friendship, is a fundamental human need; it changes how we feel and gives us common ground.
ClientSuccess
JANUARY 4, 2021
A customer success manager’s relationship with a customer account doesn’t just begin and end at random. A CSM manages and owns a customer account throughout their entire partnership with a vendor organization, from the minute a sale closes throughout many rounds of renewals. Many times, situations in which a customer becomes upset or frustrated can be attributed to a CSM not having a clear plan in place for transitioning between these different stages.
Heart of the Customer
JANUARY 8, 2021
As an avid reader dedicated to continually expanding my professional knowledge, I’m always interested in new books relating to customer experience. This is doubly true for the topic of journey mapping, since I contributed to one of the early books on the subject (Mapping Experiences by Jim Kalbach) and co-wrote a comprehensive guidebook (How Hard […].
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Beyond Philosophy
JANUARY 5, 2021
We are looking at ringing in 2021 with pleasure. How about you? Chances are you are ready to call this year last year, too. Although this year has been anything but usual, we typically look back at this time of year to review what we have learned. So, for better or worse, we shall do that for 2020 as well. The pandemic has presented an opportunity to participate in a forced-perspective taking exercise for all of us.
Lumoa
JANUARY 7, 2021
At what point during the customer journey should you measure how the customer is feeling? In the middle? After their journey is over? Every month? In reality, there are several customer touchpoints along the customer journey where you can (and should!) measure the customer experience, and each requires a slightly different approach. Different surveys help you measure the experience appropriately at all customer journey touchpoints, and there is no one-size-fits-all.
Astute
JANUARY 5, 2021
Email surveys are a great way for customer-centric brands to gain actionable insights into their customers' experiences. The post 10 Email Survey Best Practices to Collect Timely Insights appeared first on Astute.
ClearAction
JANUARY 6, 2021
21 Tips for 2021 Customer Experience Excellence Lynn Hunsaker. Customer experience excellence is certainly defined a bit differently now, compared to years past. Some aspects of the new definition are obvious: heightened empathy and benevolence, smoother digitalization, stronger security and safety, greater inclusion and diversity. The 2020s decade is clobbering us over the head with the urgent realization of these essentials.
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 Experience Matrix
JANUARY 3, 2021
This August will see the tenth anniversary of Marc Andreessen’s famous claim that software is eating the world. He may have been right at the time but things have now changed: the world is biting back. I’m not referring to COVID-19, although it’s fitting that it took an all-too-physical virus to prove that a digital bubble of alternate facts could not permanently displace reality.
SurveySensum
JANUARY 8, 2021
2020 is not a year you would like to remember, it’s also not a year which any of us can easily forget. It was exceptional in many aspects! A year in which we could experience the worst of humanity and also the best of it. As a company that is focused on improving the ways you help your customer, we reached out to our customers and community to collect some exceptional stories of customer experience.
Astute
JANUARY 3, 2021
While contact resolution is priority number one, there are four other goals that have a major impact on the customer experience. The post Customer Service Goals: The Top 5 Objectives (+ Examples) appeared first on Astute.
Myra Golden Media
JANUARY 5, 2021
My Get Angry Customers to Back Down De-escalation Academy is the most comprehensive training for bringing down the temperature in interactions, redirecting conversations, and getting angry customers to back down. “Get Angry Customers to Back Down” is the only training for customer service that not only shows your employees how to redirect verbal aggression and regain control of interactions – but how to get customers to accept their word as final.
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?
Beyond Philosophy
JANUARY 2, 2021
There’s light at the end of the tunnel! – Re-imagine your customer experience! There was a time when we thought this moment would never come, but we are almost there. As vaccines roll out worldwide for the SARS-CoV-2 virus, we can see the light at the end of the pandemic tunnel. This unique situation provides an unprecedented opportunity to reimagine your Customer Experience to respond to how the pandemic has changed customer behavior.
TeamSupport
JANUARY 4, 2021
“Every opportunity that a company has to celebrate something, no matter how small or large that something is, they really should take advantage of it to lift the morale of the employees.” 1 That’s what Matthew Jarzynski, vice president, human resources, Synergy, advises businesses as 2020 works its way into the history books. As business leaders, your focus this year was likely concentrated on adjusting to remote work, reconfiguring your staff according to changing business needs, retaining cust
C3Centricity
JANUARY 4, 2021
Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Many people were working from home this year, were you? If so, then I’m sure that because you avoided commuting most days, it gave you the chance to read or listen to more articles that interested you, than you have been able to do in previous years.
Kate Nasser
JANUARY 3, 2021
For highly effective connection in leadership, teamwork, morale, service & sales, eliminate the static that detours you. Kate Nasser, The People Skills Coach™. The post Highly Effective Connection & Top Performance: Eliminate Static! #PeopleSkills appeared first on KateNasser.com.
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.
Zendesk
JANUARY 8, 2021
Linda, an entrepreneur and mother of 6, was physically attacked. Ne’Jahra, a high school student, was disrespected. Trevor, an activist, was wrongly accused. What do they have in common? They’re Black. And their perpetrators were police officers. Brandon D. Anderson, a sociologist and entrepreneur, is also no stranger to police violence. He lost his long-time life partner during a routine traffic stop 12 years ago.
Astute
JANUARY 7, 2021
Efficient customer service is impossible when these 5 things stand in the way. Learn how to improve efficiency, enhance CX, and drive revenue. The post Want More Efficient Customer Service? Stop Doing These 5 Things appeared first on Astute.
Confirmit
JANUARY 5, 2021
These days, it’s hard to find a company that doesn’t say it competes on customer experience (CX). At the same time, we know as both CX pros and consumers that many – some might say most – deliver mediocre experiences on a good day and flat-out crummy experiences most of the time. What is the source of this gap between what companies say and what companies do?
The Customer Service Blog
JANUARY 3, 2021
My Dear Screwfix. I love your customer service. I love your beautiful glossy catalogue. I love all the special offers and discount coupons that you lovingly send me in the post every month. I love your wide range of quality products. I love your refunds policy. I love your friendly knowledgeable staff. I love your reasonable prices and generous trade discounts.
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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
Chip Bell
JANUARY 5, 2021
It is a grocery store clerk mantra I typically hear as my groceries are being scanned and bagged. And, I am tired of it. I want to be surprised—tickled pink by what I found I was not looking for. Don’t give me mundane, functionally accurate, and “good enough.” Make my heart race, my mouth water, and my sight filled with eye candy that I never would have anticipated.
Kate Nasser
JANUARY 3, 2021
For highly effective connection in leadership, teamwork, morale, service & sales, eliminate the static that detours you. Kate Nasser, The People Skills Coach™. The post Highly Effective Connection & Top Performance: Eliminate Static! #PeopleSkills appeared first on KateNasser.com.
SugarCRM
JANUARY 7, 2021
Whether you are building a new sales team or expanding an existing operation, finding and reaching new customers is one of the most difficult challenges that your company must address. Even the best of your salespeople will sometimes struggle to find quality leads that are actually interested in what they’re trying to sell. Cold calling yields some results, but it requires an inordinate amount of luck and good timing not only to make contact but also to land the customer.
Doing CX Right
JANUARY 4, 2021
The post Onboarding Customer & Employees The Right Way appeared first on Doing CX Right.
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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