Callminer

MAY 28, 2019

Below are four ways that your call recordings can be used to help your agents, customers and company to better contact center performance.

Contact Center 265

Contact Center 265

Intercom, Inc.

MAY 28, 2019

There are two funnels for SaaS companies. The first is all about acquiring new users. The second is all about keeping them. You can growth hack the first one, but to build a great business, you need to invest in the second one. The key to solving the second funnel is onboarding. Great onboarding transforms new customers from fleeting visitors to lifelong power users.

Start-ups 214

Start-ups Engineering Customer Retention 214

CX Accelerator

MAY 28, 2019

There is no place in the world I’d rather work than in Customer Service. That being said.it’s very, well, hard. There are days when it seems like every problem across the business rolls directly downhill to us. On a good day, we are working to resolve customer inquiries as quickly and effectively as we can. On a bad day, we are just trying to survive!

Contact Center 140

Contact Center Hospitality Hospitality CX 140

Beyond Philosophy

MAY 31, 2019

I enjoy fishing. When I need a new lure, I go to Discount Tackle on First Street in Bradenton, Florida. When I go in, we have a chat and a laugh. However, my great experience is not why I return and drive past six or seven other bait and tackle shops to get to it. Economists say the reason I go back to Discount Tackle is that I remember it was a great experience.

CX 153

CX Net Promoter Score Gaming Customer Experience 153

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Callminer

MAY 27, 2019

By leveraging a Voice of the Customer analytics solution, you’ll combine insights from surveys, email, phone, and chat for a comprehensive picture of your customers.

Voice of the Customer 207

Voice of the Customer Customer Survey 207

Intercom, Inc.

MAY 27, 2019

The design industry speaks English. The articles we read, the tools we use, the conferences we attend: we all speak the same language when it comes to design. If you are investing in self-development and learning about UX, it’s highly likely the materials you use are in English. In fact, right now you are reading this blog post in English. At the same time, for the overwhelming majority of people in the world, English is a foreign language which they need to spend time and effort learning.

Start-ups 197

Start-ups 197

Beyond Philosophy

MAY 31, 2019

Uncertainty influences a lot of our customer behavior. We buy products to reduce the risk in our lives, like insurance. Insurance buys us peace of mind if something bad happens to us or our property. We also buy lottery tickets because, well, someone has to win, right? The fact is we are not fantastic and predicting the likelihood of unlikely events in our lives.

Customer Experience 127

Customer Experience Social Media CX Customer Loyalty 127

UJET

MAY 29, 2019

When was the last time you were happy with customer service? You visit the company website and search the “Contact Us” page which offers little to no actual helpful information. You find a phone number and call, only to sit through countless automated options attempting to identify your problem.

Customer Service 86

Customer Service 86

Intercom, Inc.

MAY 30, 2019

When we ship, we of course have done our diligence with research and design, but we’re also keenly aware that there’s so much we don’t know. As a result, we’re looking to start rich dialogues with lots of different people: prospective customers who are talking to Sales, existing customers who are solving issues with Support, and customers who have left for alternative solutions or for other reasons.

Sales 194

Sales Start-ups Engineering Voice of the Customer 194

Fonolo

MAY 29, 2019

With the powerful tool of social media, customers everywhere now have an expansive platform with which to voice their feelings about their customer service experiences. This puts a huge amount of pressure on call center agents to perform. Of course, companies hope that their customers use these social platforms to sing the praises of their brand. But, of course, this is not always the case: An IBM study found that customer service operations are often both pricey and inefficient.

Technology 78

Technology Technology Customer Service Social Media 78

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

Beyond Philosophy

MAY 31, 2019

Why Are We Scared of New Technology? We have some exciting new technology for CX. Facial recognition technology and facial expression analysis yield some new and exciting data about how customers feel during a Customer Experience. The only problem is that many people find it creepy. This episode of The Intuitive Customer asks the question Why Are We Scared of New Technology?

Technology 95

Technology Technology Transportation Customer Loyalty 95

The DiJulius Group

MAY 29, 2019

The trusted connections one has built up over time are known as “social capital.” It acts as a human library of resources we can access anytime to gain or share information, knowledge, advice, and introductions. Social capital is a result of long-term continuous relationship building and one of the most powerful resources a person can. Read Full Article.

Start-ups 69

Start-ups Customer Experience 69

Customer Bliss

MAY 31, 2019

“Start by being humble and you will inspire your team to be humble,” says Denis Drossart , global vice president of Culture & Experience at Selina , about leadership behaviors enforced within this lifestyle, travel and hospitality brand. Selina is a startup platform that connects people to local places and activities for purpose-filled experiences.

Hospitality 78

Hospitality Hospitality Customer Experience Start-ups 78

ProProfs

MAY 30, 2019

Do you want to develop your marketing strategy to offer a customized experience? Do you want to test the consumer response/expectation before a product launch? Do you want to know how to improve an existing product or do better than the big brands out there? Do you want to improve brand loyalty by engaging your customers more often? Do you want to deal with customer grievances in a better way by educating them firsthand?

Social Media 75

Social Media Start-ups Gaming Education 75

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

Totango

MAY 29, 2019

When consumers decide which brand of product to purchase, they pick the one they have the strongest relationship with. As such, it’s critical that customer success teams emphasize the use of regular customer engagements to keep the customer relationship strong. Setting the right customer engagement objectives and taking the necessary action to meet these goals will help your enterprise become more customer-centered, prevent churn , and boost retention rates.

Social Media 63

Social Media Customer Relationship Start-ups Customer Experience 63

The DiJulius Group

MAY 27, 2019

This guest article is brought to you by Robert Stevenson, speaker at the 2019 Customer Service Revolution. Companies spend millions of dollars in advertising trying to attract a customer only to run them off by saying the wrong words. It seems that on a daily basis I will reach some company on the phone and hear. Read Full Article. The post Words Customers Don’t Want to Hear appeared first on The DiJulius Group.

Customer Service 56

Customer Service Customer Experience 56

Customer Bliss

MAY 28, 2019

In my 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. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?

Business Growth 69

Business Growth Sales Customer Experience 69

ProProfs

MAY 28, 2019

After Buzzfeed’s success with quizzes like Pretend To Be A Celeb And We’ll Reveal Who Your Celeb Best Friend Is , Where Will You Lose Your Virginity , Get Married , And Have Your First Child? , We’ll Guess Your Secret Talent Based On Your Ice Cream Preferences , etc., many brands started including fun quizzes as a part of their marketing strategy , but not all of them were able to ace the race.

Social Media 68

Social Media Gaming Outlook Entertainment 68

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

CSAT.AI

MAY 29, 2019

I love how technology has streamlined consumer life. Amazon prime provides shopping from home and delivers purchases within hours. GrubHub delivers food to the doorstep of over 19 million users. What an upgrade from epic store lines, waiting weeks for a package, cooking and getting dressed to eat out. The power of streamlining customer experience saves energy, saves money, and saves time for the other things I want to do.

Customer Experience 59

Customer Experience Sentiment Analysis AI CX 59

Fonolo

MAY 31, 2019

Contact center managers are, at their core, problem-solvers. One of the most challenging problems they often face is dealing with unpredictable spikes in call volume. Sometimes the causes of call spikes are understood, even anticipated. Yet, in many cases, these periods of peak call volume come as a real shock to everyone in the contact center. For example, a marketing event promoting a product sale would be an easy predictor for an influx in calls, whereas an unexpected power outage or sudden b

Contact Center 57

Contact Center Customer Expectations Technology Technology 57

Steven Van Belleghem

MAY 28, 2019

1. Choose your tech wisely (to change the world). About every company I visited during nexxworks’ China innovation tour at the beginning of May, talked about general purpose technology : the kind of tech that has the potential to change the world and will push everything to an unimaginable level. For the moment these are artificial intelligence (AI), supercomputing power, robotics and 5G and China has the ambition to become world leader in all 4 of them.

Artificial Intelligence 52

Artificial Intelligence Innovation Hospitality Hospitality 52

ProProfs

MAY 30, 2019

They say modern problems need modern solutions. That’s precisely why business owners are increasingly adopting the Learning Management System (LMS). It not only helps an organization meet the learning and training needs of the employees but also boosts employee retention. Currently, LMS is a $2.5 billion industry in the corporate sector. The Basic Benefits LMS Offers to Its Users Are: Increased Course Completion Rates.

CRM 65

CRM Sales Technology Technology 65

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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

CX Journey

MAY 29, 2019

This is a modified version of a post I originally wrote for CallidusCloud. It appeared on their blog on June 14, 2018. If you want to move beyond cosmetic changes and lip service to real changes in both the employee experience and the customer experience, the first thing you have to look at is your company’s culture. What is culture ? My favorite definition is Herb Kelleher’s: "Culture is what people do when no one is looking.

Customer Experience 58

Customer Experience CX 58

Fonolo

MAY 28, 2019

Customer service is a serious business. We know this better than anyone else: On a daily basis, we witness our customers working tirelessly to provide exceptional journeys for their own customer base. They are able to achieve greatness because of one important thing: They take service seriously, and in the long-run, this worldview results in success.

Contact Center 52

Contact Center Customer Service Sales Technology 52

Myra Golden Media

MAY 29, 2019

In this webinar, I’ll give you six keys for de-escalation you’ll use to train and coach your employees. I’ll walk you through how to reframe conversations, so customers don’t get worked up while venting. And, I’ll show you how to use Verbal Aikido to get most any angry customer to back down. On Friday, May 31st at 1:00 pm ET I’m facilitating a webinar training to help you prepare your employees to get any angry customer to back down.

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Qualtrics

MAY 30, 2019

Improving your customer experience (CX) could have a major impact on your bottom line. In fact, a moderate increase in customer experience generates an average revenue increase of $823 million over three years for a company with $1 billion in annual revenues, according to the Temkin Group. This is not a number to balk at as consumers switch brands every day because of poor customer experiences.

CX 52

CX Customer Experience Customer Journey Map Close the Loop 52

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

Confirmit

MAY 29, 2019

As technology advances, the line between the physical and digital consumer experience is blurring across all industries. DOWNLOAD. For example, more people are shopping online than ever before. Even inside brick-and-mortar stores, 82% of shoppers consult their smartphone regarding purchases they're about to make. Digital banking capabilities have moved an increasing number of transactions from local branches to desktop or hand-held devices.

Hospitality 40

Hospitality Hospitality VOC Voice of the Employee 40

InteractionMetrics

MAY 28, 2019

In the last decade I’ve seen and run a lot of Customer Listening programs. Here’s the one thing I know for sure: high quality Customer Listening always meets the same 5 standards. Meeting these standards achieves dependable, high-insight data. Failing to meet these standards often steers companies off course. These 5 standards are not an ideal but rather the minimum requirement.

Mystery Shopping 40

Mystery Shopping Double-Barreled Question Unstructured Data Non-Profits 40

CX Journey

MAY 29, 2019

This is a modified version of a post I originally wrote for CallidusCloud. It appeared on their blog on June 14, 2018. If you want to move beyond cosmetic changes and lip service to real changes in both the employee experience and the customer experience, the first thing you have to look at is your company’s culture. What is culture ? My favorite definition is Herb Kelleher’s: "Culture is what people do when no one is looking.

Customer Experience 32

Customer Experience CX 32

Qualtrics

MAY 29, 2019

Updated May 29th, 2019. We’ve all heard of those companies that are just amazing to work at. Or the managers that make such an impact on their teams they inspire them to go above and beyond and deliver incredible results for their company. Often the secrets of their success aren’t exactly secret – there are countless books detailing the ways companies and managers have nailed the employee experience.

Innovation 37

Innovation 37

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