Callminer

SEPTEMBER 14, 2020

Business analysts play an integral role in any industry, but they’re especially vital in call center operations. Responsible for evaluating requirements and existing business processes, business analysts identify areas for improvement and develop and implement solutions. They help call centers continuously optimize their processes and provide better experiences for both call center employees and the customers or clients they interact with.

Compliance 182

Compliance Unstructured Data Non-Profits Technology 182

Intercom, Inc.

SEPTEMBER 17, 2020

But, there’s one company who believe that’s not always the case. Kyum Kim is the Head of U.S. Operations and co-founder of Blind , the anonymous social platform for verified professionals. The company was originally founded in South Korea and made the move to Silicon Valley in 2015 – it quickly became adopted as a place for employees from the likes of Apple, Facebook, Google, Microsoft, and more to discuss the internal culture of their companies.

Start-ups 210

Start-ups Sales Non-Profits Social Media 210

Beyond Philosophy

SEPTEMBER 17, 2020

Do you still have the box your phone came in? Chances are if you own an iPhone, you probably do. It turns out, we like the look of Apple products’ boxes so much, many of us can’t bear to throw them out. It turns out that the use of color and package design, among other aesthetic elements, affects customer behavior more than you might think. .

Retail 164

Retail Customer Experience CX 164

Win the Customer

SEPTEMBER 15, 2020

Like any other industry, there’s always room for improvement in call center customer experiences. Call centers must deliver the best customer experience from jump, or else risk dealing with an unsatisfied customer, and getting negative press. Whether you rely on Customer Relationship Management (CRM) software to use helpful customer information to get ahead of your competitors, it’s still important to make improvements to continue getting this helpful information.

Customer Experience 157

Customer Experience Omnichannel CRM Contact Center 157

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Callminer

SEPTEMBER 13, 2020

A panel of business analysts and call center leaders address what the optimal role of the business analyst is in call center operations.

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182

eglobalis

SEPTEMBER 14, 2020

Professional Services in Alignment with Your Experience Management , customer success. The post Is Your Professional Services in Alignment with Your Experience Management? Part I appeared first on Eglobalis.

CX 151

CX Customer Experience 151

Fonolo

SEPTEMBER 17, 2020

It’s easy to get fixated on labels. That’s why, in the contact center world, extroverts are more sought after than introverts. In reality, there is no perfect personality type that will fulfill everything you need. For starters, contact center agents do more than just answering calls and emails. They are required to tackle complex situations and manage many different tasks.

Contact Center 128

Contact Center Sales Customer Service Customer Experience 128

Beyond Philosophy

SEPTEMBER 12, 2020

I have the box my iPhone came in. So do many of you, I would guess. Many people keep their iPhone boxes. We keep them for various reasons, and most of them boil down to because we like how they look. It turns out, customers care a lot about how things look, and it influences their buying (and box-keeping) behavior. This episode of The Intuitive Customer explores the research of Claudia Townsend, associate professor of marketing at the University of Miami at the Miami Herbert Business School.

Customer Experience 113

Customer Experience CX Technology Technology 113

Heart of the Customer

SEPTEMBER 18, 2020

I’ve been writing about how to apply John Kotter’s change management work to CX. This week, I’ll tackle Step Six: Generate Short-Term Wins. The good news is that CX programs frequently excel at this. Many organizations have focused internally so much that they can easily find areas where they can develop quick wins. Whether they […]. The post Propel CX Momentum With Quick Wins appeared first on Heart of the Customer.

CX 97

CX Customer Experience 97

Customers That Stick

SEPTEMBER 15, 2020

Chip Bell innovates the world of customer service with the best practices of customer-centric organizations and provides powerful cutting-edge ideas and unique strategies that business leaders can immediately act on. Getting Inside Your Customer’s Imagination. Did you know that some of your favorite products today were ideas from customers? Customer co-creation has been around since the 20th century — minus the fancy name.

Customer-Centric Organization 88

Customer-Centric Organization Innovation Customer Service 88

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

Steven Van Belleghem

SEPTEMBER 17, 2020

So the message is simple: always base your strategy on this end customer. If you gear your strategy too much to the role of the intermediaries, there is a good chance that you will one day wake up to find the market completely changed. Maintaining contact with and having a good understanding of your end customers will allow you to make necessary adjustments in good time.

Manufacturing 98

Manufacturing B2B Retail Social Media 98

The DiJulius Group

SEPTEMBER 16, 2020

1. Feature Article How to Make an Inspiring New Employee Orientation Class By John DiJulius, Chief Revolution Officer Early on in my career I had the pleasure of attending the Disney University in Orlando, Florida, where I took Disney’s Approach to People Management course. Where better to learn how to create a world-class culture. Read Full Article.

Customer Experience 97

Customer Experience 97

TeamSupport

SEPTEMBER 16, 2020

In Part 1 and Part 2 of this blog series based on the whitepaper co-produced by ServiceXRG and TeamSupport, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes, and about the evolving role of B2B customer support. We conclude this series with customer support versus customer success.

B2B 89

B2B Customer Retention Technology Technology 89

Kate Nasser

SEPTEMBER 13, 2020

Resist these customer service urges that you will otherwise regret. Latest tips fr Kate Nasser, The People Skills Coach™ | Leadership Customer Experience. The post How to Resist These Irresistible Customer Service Urges | #CX #CustServ appeared first on KateNasser.com.

Customer Service 88

Customer Service CX Customer Experience Contact Center 88

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 Service Life

SEPTEMBER 17, 2020

Customer Service 187

Customer Service 187

The DiJulius Group

SEPTEMBER 16, 2020

Darren LaCroix went from being a struggling stand-up comedian to winning the title of The World Champion of Public Speaking in less than nine years. He may have been born without a funny bone in his body, but he possessed the desire to learn and the willingness to fail. This self-proclaimed student of comedy is. Read Full Article. The post 021: Boring Loses Business with Darren LaCroix appeared first on The DiJulius Group.

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C3Centricity

SEPTEMBER 14, 2020

Denyse Drummond-Dunn · Is the future of retail in the stars? “Never miss an episode. Subscribe on Apple Podcasts to get new episodes as they become available.”. Will the future of retail be without physical outlets? I remember having a very interesting discussion with a new client a couple of years ago on exactly this topic. Like many CPG companies, they were considering online retailing.

Retail 77

Retail E-commerce Manufacturing Transportation 77

TeamSupport

SEPTEMBER 14, 2020

In Part 1 of this blog series, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes—based on the whitepaper co-produced by ServiceXRG and TeamSupport. Now in Part 2, we’ll talk about the evolving role of B2B customer support. Although the fundamental Support model may not need to change, the objectives and outcomes from Support operations must increasingly focus on sustaining and retaining e

B2B 81

B2B Customer Retention Customer Relationship Sales 81

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

Myra Golden Media

SEPTEMBER 16, 2020

COVID-19 makes customers more demanding. And the pandemic impacts customer service representatives, too! Empathy can help you regain control of interactions and get angry customers to calm down and listen to you. But what level of empathy is appropriate for customer service? Watch this video to learn “customer service empathy” and get great phrases you can personalize and use.

Customer Service 71

Customer Service Customer Experience 71

Totango

SEPTEMBER 15, 2020

Your communication with your customer is the force multiplier that can unlock the full potential of your product. The advice, lessons, and encouragement you provide can guide your customer to achieve maximum return on their investment and drive growth that benefits both of you. Engaging your stakeholders , whether they are high or low influence, can not only drive growth but also turn stakeholders into enthusiastic champions of your product.

Scorecard 69

Scorecard Net Promoter Score Start-ups Customer Retention 69

Doing CX Right

SEPTEMBER 13, 2020

What makes customers and employees loyal to brands? Why do some companies thrive during challenging times while others go out of business? There are many answers to this question, but one that is common across all industries relates to company culture. How brands make people feel directly impacts short and long-term success. Creating a customer-centric culture does not happen automatically or overnight.

CX 72

CX Social Media Close the Loop NPS 72

Kate Nasser

SEPTEMBER 13, 2020

Resist these customer service urges that you will otherwise regret. Latest tips fr Kate Nasser, The People Skills Coach™ | Leadership Customer Experience. The post How to Resist These Irresistible Customer Service Urges | #CX #CustServ appeared first on KateNasser.com.

Customer Service 66

Customer Service CX Customer Experience Contact Center 66

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CX

The DiJulius Group

SEPTEMBER 17, 2020

Emmy Award-winning journalist, author, speaker, and coach Adrienne Bankert shares some valuable insights from her new book, Your Hidden Superpower: The Kindness that Makes You Unbeatable at Work and Connects You with Anyone. One of the main points in her book is practicing kindness – intentionally. But how do we make sure we do it. Read Full Article.

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Totango

SEPTEMBER 18, 2020

Customer success metrics should always lead to action. The most important metrics are used to reveal the kind of customer experience you are delivering. This knowledge comes with a responsibility to act. The digital transformation of business has put the customer in the driver’s seat, and growth in the tech delivery industry is now predicated on being able to maximize customer lifetime value over repeated cycles of renewal and expansion.

Customer Satisfaction 62

Customer Satisfaction NPS Start-ups Voice of the Customer 62

ClientSuccess

SEPTEMBER 14, 2020

For many CSMs, the list of ‘best things about working with clients’ probably doesn’t include dealing with churn. Most of us who love working in customer success do so because we love working with people and want to help customers see maximum value with the products they’ve invested in. Unfortunately, customer churn is a very real part of the job that all CSMs will have to deal with, regardless of how attentive you may be with your customers.

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SurveySensum

SEPTEMBER 14, 2020

Digital customer experience is the new battleground. . The companies that are winning the digitalization race are acquiring more customers and making more money! Due to the COVID outbreak, digital transformation that was forecasted to happen in the next 5 years took place in just one, says Freshworks. . Companies that were expecting to move digitally in 2025 are already here. .

Customer Experience 59

Customer Experience Sentiment Analysis Social Media CX Transformation 59

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

Retail

Chip Bell

SEPTEMBER 15, 2020

I was working with a client in Alexandria, VA. At lunch, I wanted a simple sample of Old Town cuisine and walked to a small diner a few blocks from the Kimpton Lorien Hotel where we were meeting. The staff was noticeably happy and eager to please. The food was excellent; the ambiance peaceful, and I felt compelled to pass my compliments to the owner. “He’s back in the hospital,” the waitress told me as if was a widely known fact. “You know he had a heart attack and has b

Hospitality 58

Hospitality Hospitality Government Customer Relationship 58

Win the Customer

SEPTEMBER 15, 2020

Like any other industry, there’s always room for improvement in call center customer experiences. Call centers must deliver the best customer experience from jump, or else risk dealing with an unsatisfied customer, and getting negative press. Whether you rely on Customer Relationship Management (CRM) software to use helpful customer information to get ahead of your competitors, it’s still important to make improvements to continue getting this helpful information.

Customer Experience 52

Customer Experience Omnichannel CRM Contact Center 52

InteractionMetrics

SEPTEMBER 14, 2020

Does your customer feedback include open-ended survey questions? If so, what are you doing with the verbatim comments? Are you simply reading them? Or, are you quantifying them and showing the actions you’re taking? My guess? You’re missing the one thing you need most. Rating questions show your scores, but verbatim comments do the heavy lifting. Verbatims uncover what to change and for whom.

Sentiment Analysis 52

Sentiment Analysis NPS Customer Feedback Voice of the Customer 52

SurveySensum

SEPTEMBER 18, 2020

Handling angry customers is a tough job. Despite the best of your efforts to offer an excellent product/service, sometimes you aren’t able to live up to their expectations. A few years back, Delta Airlines was caught in a similar scenario. Owing to rough weather, one of their flights to Atlanta was diverted to Knoxville Tennessee. Irritated by the flight delay, passengers started getting angry.

Hospitality 52

Hospitality Hospitality Social Media Start-ups 52

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