Callminer

SEPTEMBER 19, 2018

Net Promoter Score, Customer Satisfaction Score, and Customer Effort Score are scoring methods a business can use to track and calculate customer experience success.

Net Promoter Score 207

Net Promoter Score NPS CX Customer Satisfaction 207

Fonolo

SEPTEMBER 19, 2018

Tweet. As early as the 19th century, “tweet” was a charming term in the English language, evocative of the gentle vocal stylings of small birds. Now it refers to the music of a rather different beast , one that, at its loudest, can deafen and defeat businesses. Twitter, among other social platforms, has in recent years become a mighty digital megaphone for many frustrated (or conversely, happy) customers.

Social Media 237

Social Media Contact Center Non-Profits Education 237

Uniphore

SEPTEMBER 21, 2018

Turning RPA Hype into Full-Blown Reality. Today, along with recent technological advancements in machine learning (ML), artificial intelligence (AI), and big data, Robotic Process Automation has become well known to businesses of all sizes. Indeed, the word has spread of this revolutionary technology. A technology that can automate up to 80% of software application processes in both the front and back office, thus reducing the costs of existing manual operations by 25% to 40% (or more) without c

Artificial Intelligence 133

Artificial Intelligence ML Machine Learning AI 133

Beyond Philosophy

SEPTEMBER 20, 2018

People do not say what they mean or, it seems, what they are thinking. Why? If we aren’t saying what we mean, then what are the implications for our Customer Experience? Honest communication can not only improve communication, but it can also enhance workplace quality and Customer Experience. We spoke with a special guest (and friend of mine), Steven Gaffney, author, Certified Speaking Professional and founder of the Steven Gaffney Company about this topic on our recent podcast.

Sports 137

Sports Construction Start-ups Customer Experience 137

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

Callminer

SEPTEMBER 18, 2018

The CallMiner Index UK uncovered that call centres play a pivotal role in a consumer’s decision to switch their suppliers or stay loyal.

182

182

Customer Bliss

SEPTEMBER 18, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. The following is a lightly edited transcript of the video below. In each episode of my podcast , I ask my guests, “What do you know now that you wish you knew then?

CX 133

CX Customer Experience 133

Heart of the Customer

SEPTEMBER 20, 2018

I attended an excellent conference today. The Carlson School of Management sponsored their second annual Ignite Conference, focused on “Protecting Trust in Today’s Consumer Journey.” The opening speaker gave some great stats about trust, including research that 73% of the variance in how customers have trust with you is predicted by team members’ trust of […].

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102

Callminer

SEPTEMBER 19, 2018

The CallMiner Index UK uncovered that call centres play a pivotal role in a consumer’s decision to switch their suppliers or stay loyal. In fact, the report reveals that 68% of customers are very or extremely likely to switch suppliers if they have a bad experience with a call centre. The total who say they are planning to switch is 62%. However, many more people (84%) switched in the last 12 months.

Customer Experience 140

Customer Experience 140

Beyond Philosophy

SEPTEMBER 21, 2018

We all want to sell more, so how do we do this? Are you using this powerful sales technique? The best organizations are, the worse, not so much. Learn what you should be doing. The post Are You Using this Powerful Sales Technique? appeared first on.

Sales 95

Sales 95

UJET

SEPTEMBER 20, 2018

The customer journey is a great way to conceptualize the time it takes for customers to become aware of your product all the way through to shouting their praise from the rooftops. Each step the customer takes moves them closer, or further away, from your intended goal.

Customer Service 81

Customer Service Customer Experience 81

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Taylor Reach Group

SEPTEMBER 18, 2018

By: John Cockerill. Recently TRG needed to hire a new social media coordinator. We decided to do initial interviews using online video via Skype. Our colleagues, vendors, and customers are often remote, traveling, on client sites or situation where video is the best way to communicate. Video interviews also only take a little time out of candidate’s days.

Social Media 81

Social Media Start-ups 81

C3Centricity

SEPTEMBER 17, 2018

How Can You Provide Better Services For Your Client? This is a great question isn’t it? It was asked recently on Quora and I answered it, as I do many posed on topics such as brand building and customer understanding. But this question is I believe very different from most of those asked on Quora. That’s because it is one that every company, product, service and brand should be asking!

75

75

ProProfs

SEPTEMBER 21, 2018

For any business toying with the idea of incorporating a new training program, the advantages of e-Learning greatly outweigh those of in-person or classroom training. Staying updated, and remaining productive are critical challenges for many businesses today, and most of them are now looking to e-Learning to save time, energy and money. Not only employers but also employees prefer self-directed training using electronic study material, modern teaching methodologies, and advanced IT tools.

Compliance 76

Compliance CRM Innovation Technology 76

Win the Customer

SEPTEMBER 18, 2018

Some popular products seem to sell themselves, but the reality is the success began with a process. The same is true in the business of professional sports, a $60 billion-a-year industry where some franchises grow into monster brands. Sales managers in many industries sometimes use sports themes in their coaching -– competitiveness, dedication, strategy execution, etc.

Sports 69

Sports Sales Gaming Social Media 69

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

TeamSupport

SEPTEMBER 21, 2018

It’s no secret that the customer experience (CX) has risen to the top priorities of most companies today. Businesses are putting a lot of effort into ensuring that their customers not only enjoy their experience with a company or service, but that they want to share that experience with others. One of the best ways to delight customers is to resolve questions and problems as quickly and seamlessly as possible.

Sentiment Analysis 74

Sentiment Analysis AI Artificial Intelligence Transportation 74

CSAT.AI

SEPTEMBER 20, 2018

There are 26 calls in the queue, 70 calls in progress and Dee’s target is for her 85 Reps to address their clients’ issues in 5 minutes or less and make 7-12 sales each by the end of the day. That is just a small piece of the KPIs that Dee has to manage every day. KPIs help call centers win in business, like scores in sports. A scoreboard in a game let’s the players know where they stand and let’s the coach know how to best work the team.

Gaming 52

Gaming Sentiment Analysis Sports Customer Satisfaction 52

Return Customer

SEPTEMBER 19, 2018

As a business owner, you’re likely familiar with tools and resources for online integration. However, despite a number of options at your fingertips, many of these online tools have limitations. Some online self-service options provide FAQ resources and allow customers to conduct searches, but then take them to external sites to uncover the answers.

Technology 52

Technology Technology Customer Service 52

Confirmit

SEPTEMBER 20, 2018

Capturing feedback from customers and taking action on individual cases is table-stakes these days. It’s a great improvement over the past, but today’s “one-click” world means customers expect more. So you need to do more. Incorporating customer insights into the daily lives of employees is a real challenge. Often, companies enable their employees to do no more than keep their heads down and focus on closing the loop on low Net Promoter Scores.

Net Promoter Score 40

Net Promoter Score Close the Loop Customer Journey Map Government 40

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

ClientSuccess

SEPTEMBER 18, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for 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. Each day we learn from the trenches what it takes to make clients happy and successful.

E-commerce 40

E-commerce CRM Start-ups Innovation 40

Help Scout

SEPTEMBER 18, 2018

Plenty of companies pay lip service to customer service being the heart of the business. With Support-Driven Growth, it actually is. To the uninitiated, “Support-Driven Growth” might first appear like a fancy name for customer success, or a souped-up method of filtering prospects to the sales team — but it’s much more than that. At the risk of sounding grandiose, Support-Driven Growth is a new way of doing business.

Start-ups 40

Start-ups Customer-Centric Organization Sales Customer Service 40

Hodusoft

SEPTEMBER 16, 2018

Omnichannel Service is a centralized, customer-centric approach to managing seamless synergies across various touchpoints. As a contact center head, your success depends upon however well you satisfy your customers’ omnichannel desires and drive consistent, measurable productivity over time. Monitoring multi-channel performance and agent productivity is hard enough – including determining wherever a client is within their journey and the way you’ll meet them to propel them across the finis

Contact Center 40

Contact Center Omnichannel Social Media Touchpoint 40

Confirmit

SEPTEMBER 19, 2018

An experience is taking place between your brand and your customers, whether you intend it or not. A survey by B2B Marketing in June 2018 exposed the lack of understanding and focus on Customer Experience that exists in many B2B organizations, with most reporting it as siloed, or even non-existent. Yet, two-thirds of marketers surveyed intend to place more emphasis on CX in the next 12 months compared to the past year, and more than a quarter say it will be their highest priority in the year ahe

B2B 40

B2B Customer Experience Finance CX 40

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

ClientSuccess

SEPTEMBER 15, 2018

Departmental strategy planning: a necessary evil of any high-growth company. Although these meetings may take a full day (or even multiple days), they are fundamental processes that must be acknowledged. While it’s clear why Customer Success should be involved in executive initiatives and C-Suite planning, the reasoning behind including other departments in customer success strategy planning may take a little explanation.

Sales 40

Sales Start-ups 40

CX Journey

SEPTEMBER 19, 2018

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud. It appeared on their blog on March 22, 2018. Naysayers have been shouting "Surveys are dead!" from rooftops for a couple of years now. Well, they're not dead (yet), but companies are certainly looking for alternative approaches to customer and employee listening in light of the fact that survey burnout is a real problem.

Social Media 34

Social Media B2B Voice of the Customer Sales 34

1 to 1

SEPTEMBER 18, 2018

Trust is one of the most valuable assets we can give each other. And sometimes we don’t realize its value until it’s gone. In the post Facebook scandal world, trust and data haven’t exactly gone hand-in-hand. Following the (now dismantled) Cambridge Analytica data leak, a Business Insider survey found that 81 percent of participants are extremely unconfident as to whether Facebook would protect their data and privacy.

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Confirmit

SEPTEMBER 17, 2018

There is a lot of talk about personalization in the world today. Particularly when it comes to personalizing the Customer Experience. And rightly so. Expectations from consumers and B2B buyers alike are sky high. In theory, this should be fine. Companies hold more data about their customers than ever before. This should make personalizing interactions relatively easy – at least if all the appropriate systems are integrated and you’re not thwarted by silos at every turn.

B2B 40

B2B Voice of the Customer Customer Experience 40

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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

Intercom, Inc.

SEPTEMBER 17, 2018

The ideal onboarding experience is an easy and frictionless path to finding value. Consumer products perfected this by building onboarding experiences with maniacal focus on a single metric: Facebook’s 7-friends-in-10-days, or Pinterest’s 1rc7 (percentage of new signups that repinned a pin or clicked on a pin in the week following signup). But some products include irreducible complexity.

Technology 167

Technology Technology 167

Fonolo

SEPTEMBER 18, 2018

I just returned from the excellent Conversational Commerce Conference. It’s not a big event (just one track over two days), but it is very focused. I heard two excellent success stories on recent bot deployments. I think I need to revise downward my bot-skepticism a bit. The highlight for me was a fireside chat with Dan Miller , Mitch Lieberman and Chris Messina over what exactly is meant by saying something is “conversational”.

E-commerce 65

E-commerce Social Media Contact Center AI 65

Customer Bliss

SEPTEMBER 20, 2018

Do you lead your business by thinking about your customers’ wants and needs? Are you putting the customer first? In today’s episode, we revisit two conversations with CX leaders representing global organizations about defining customer-obsession. In this work, defining customer-obsession means putting the customer at the center of your work. .

CX 52

CX B2B Start-ups Customer Experience 52

Comm100

SEPTEMBER 20, 2018

Customer care is an integral part of any successful business. After all, potential or loyal customers will often engage with customer care teams to inquire about a product or ask for help regarding specific issues that they may be facing. These issues can be of a wide range from delivery problems to return policies, and can even include suggestions on improving your product.

Technology 41

Technology Technology AI Social Media 41

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