Callminer

NOVEMBER 3, 2019

Does using your product or service require too much effort from your customers? Here's an overview of customer effort score, how it works, and measuring it.

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226

Intercom, Inc.

NOVEMBER 7, 2019

Creating a new product category also creates a plethora of challenges – from spotting the right market niche to convincing customers that yours is a service they need. If people aren’t looking for your solution, you have to educate them about the problem your product solves. You also need to evolve and adapt at a greater pace than more established peers.

Finance 162

Finance Engineering Sales B2C 162

Beyond Philosophy

NOVEMBER 8, 2019

You turn on the news, and the newscaster says, “There’s a lack of confidence in the stock market,” which we know means that the market is about to drop. However, confidence is a feeling. It’s not an actual physical thing, but, apparently, not having it can be costly for your net worth. . The question becomes, are we talking ourselves into a recession?

Manufacturing 117

Manufacturing Agriculture Start-ups Customer Experience 117

Heart of the Customer

NOVEMBER 7, 2019

Think about the last time you lead brainstorming to improve your customer experience (CX). Did you give people Post-It Notes and have them shout out ideas while they put them on the wall? Doing that is a ton of fun. But it’s also a terrible way to develop ideas. So, stop doing it. You reply, “But […]. The post Ideas are Your Fuel for an Improved CX appeared first on Heart of the Customer.

CX 103

CX Customer Experience 103

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Callminer

NOVEMBER 5, 2019

Businesses have access to more data now than ever before. These concepts and tips will help you fully understand data visualization and how to choose tools to better display your data.

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182

Customer Bliss

NOVEMBER 8, 2019

As a customer experience leader, you need to have a good understanding of your organization’s culture. The culture is defined by actions, not words. It is consistent behaviors that give people direction on what to “model.” It’s decisions made and actions taken that prove that the customer commitment is real and not lip service.

CX Transformation 95

CX Transformation CX Customer Experience 95

Customer Service Life

NOVEMBER 6, 2019

Image by rawpixel from Pixabay. This article was originally published on CustomerThink.com on August 23, 2019. Click here to read the original. I recently sat with a group of customer service leaders who declared that email support was dead for their company. They were turning off their support@ email address(es) and instead channeling their customers to phone, web form, text(SMS), chat, and other messaging channels.

Contact Center 80

Contact Center Omnichannel Machine Learning Customer Satisfaction 80

Fonolo

NOVEMBER 5, 2019

What do you do when you unveil a new smartphone or app that’s not quite ready to be released, even though you had a firm release date that 100% must meet? This challenging business situation is one Samsung recently found itself in when it botched the launch of its shiny new Samsung Galaxy Fold. The company designed the Galaxy Fold (a smartphone that uses multiple new technologies and materials to create a display that is flexible enough to fold) and was excitement around it was building up prior

Customer Service 83

Customer Service Technology Technology Customer Feedback 83

TeamSupport

NOVEMBER 8, 2019

Simply put, your business needs customer service strategies that improve their productivity and customer satisfaction. The right strategies help your customers resolve their issues faster and enable your agents to provide better support. Here are five of the winning customer service strategies every business should be using: 1. Self-service. Often the fastest and easiest way for customers to resolve a technical or support issue is just to do it themselves.

Customer Service 83

Customer Service B2B Customer Satisfaction Start-ups 83

Beyond Philosophy

NOVEMBER 2, 2019

Are We Talking Ourselves Into a Recession. You hear it all the time on financial media. “Consumer Confidence is low.” It describes how people think that something terrible is going to happen to the economy, and it affects their spending behavior. Confidence is a feeling, not a fact or a physical item. However, this emotional reaction has serious implications on the economy, as well as your bottom line.

Customer Loyalty 76

Customer Loyalty Customer Experience 76

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

The DiJulius Group

NOVEMBER 6, 2019

The ABC’s Of Business Have Changed For the longest time, the ABC’s of business was considered Always Be Closing, made popular by the character played by Alec Baldwin in the 1992 film Glengarry Glen Ross. Times have changed and that salesmen paradigm is no longer a successful strategy in today’s The Relationship Economy. Today to. Read Full Article.

Customer Experience 79

Customer Experience 79

Fonolo

NOVEMBER 7, 2019

People often hear the word ‘bots’ and immediately think about some dystopian science fiction flick they’ve seen where robots ultimately take over the world and usurp humanity. There is still a lot of misunderstanding and miscommunication in the marketplace about bots, and artificial intelligence generally, which explains in large part the resistance some people have in adopting bots for their lives and businesses.

Customer Service 57

Customer Service Artificial Intelligence Social Media Machine Learning 57

C3Centricity

NOVEMBER 4, 2019

Marketing is an old profession. It’s been around for hundreds of years in one form or another. But w ith the advent of digital in the early 80’s, companies began taking a serious look at their marketing strategies. Many organisations realised that it was time for a major overhaul of their primarily outbound strategies. Consumers no longer appreciated being interrupted in their daily lives, if they ever did!

CRM 59

CRM Entertainment Start-ups Retail 59

The PhaseWare Files

NOVEMBER 5, 2019

Using automated tools the right way will streamline and improve your customer support operation in no time. Let us help with software for B2B customer service.

Customer Service 52

Customer Service B2B 52

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

ClientSuccess

NOVEMBER 7, 2019

Customer churn is an important metric all businesses need to measure. While it may not be the most satisfying metric, it allows your business to identify – and hopefully improve – your customer attrition rate. Your customer churn rate shows how many customers have ceased services with your company and abandoned your brand. Of course, it’s important to understand that customers can leave for any number of reasons. .

Customer Retention 47

Customer Retention Sales 47

Qualtrics

NOVEMBER 6, 2019

As part of our XM Visionaries series, we caught up with John Goodwin, Vice President of Customer Intelligence at Mastercard to talk about how he built his team from the ground up to become an integral part of the company’s customer experience. From breaking down silos, making the business case for CX and (sometimes) even ignoring what the data was telling him, find out how Mastercard’s breakthrough customer experience came to be.

CX 33

CX Close the Loop Touchpoint Start-ups 33

SugarCRM

NOVEMBER 7, 2019

In business today, everyone is looking for an edge – the next big thing. Sometimes, however, the answers are right in front of you. Take for example, sales and marketing. Does this sound familiar? Sales Manager: “Marketing is not giving us the sales enablement tools we need.” Marketing Manager: “Sales isn’t using the tools we create for them.” Here’s the reality: for a company to succeed, sales and marketing have to work together.

Sales 20

Sales CRM B2B Customer Retention 20

The PhaseWare Files

NOVEMBER 7, 2019

Are you having trouble incorporating automated tools while also providing a personalized experience? Let PhaseWare help with B2B customer support software.

B2B 52

B2B 52

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

NOVEMBER 4, 2019

In the day-to-day business dealings of a Customer Success Manager (CSM) and customers, the main interactions are typically with end users, project leads, or decision makers. Executives from either side of the relationship are rarely involved in onboarding or implementation conversations unless there is a very good reason. That being said, sometimes executive involvement is necessary to move projects forward or overcome roadblocks throughout the customer journey. .

Start-ups 45

Start-ups Customer Relationship 45

Qualtrics

NOVEMBER 6, 2019

At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. This is Kirstine’s “Why Qualtrics” story. I haven’t always been fortunate enough to call the amazing city of Sydney my home. Having been here for 6+ years now, I wanted to be part of a business that could support my developing career and give me the opportunity to grow as I will be in Australia for the long haul.

Sales 20

Sales 20

SugarCRM

NOVEMBER 5, 2019

In a world of business where you have boundless competition, CRM is your treasure box. You can use it to track your customers’ needs, their data, sales details, etc. to achieve your organizational goals. However, your success depends on the quality of data stored in it. Which means it should be updated and detailed enough to guide you for future actions.

CRM 20

CRM Net Promoter Score NPS Customer Retention 20

UJET

NOVEMBER 4, 2019

The move towards Contact Centers as a Service ( CCaaS ) and cloud-based systems mean that solutions don’t have to try and be a one-size-fits-all platform. However, since a full contact center rip-and-replace is not only time consuming, but expensive, many customer support organizations are still using more traditional contact center platforms. These systems rely on voice and IVR as the main forms of communication.

Contact Center 18

Contact Center CRM Technology Technology 18

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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

ClientSuccess

NOVEMBER 7, 2019

Customer churn is an important metric all businesses need to measure. While it may not be the most satisfying metric, it allows your business to identify – and hopefully improve – your customer attrition rate. Your customer churn rate shows how many customers have ceased services with your company and abandoned your brand. Of course, it’s important to understand that customers can leave for any number of reasons. .

Customer Retention 40

Customer Retention Sales 40

Qualtrics

NOVEMBER 5, 2019

At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. This is Kaya’s “Why Qualtrics” story. I love new experiences. I love pushing out of my comfort zone and I love seeing things grow. And, having started with Qualtrics in 2013, I have had the privilege to experience several very distinct phases in Qualtrics growth and the opportunity to learn and grow with it.

Sales 20

Sales Education 20

Callminer

NOVEMBER 6, 2019

Big data is getting bigger with each passing year, but making sense of trends hidden deep in the heap of 1s and 0s is more confounding than ever. As metrics pile up, you may find yourself wondering which data points matter and in what ways they relate to your business’s interests. Here, we will cover the main ways in which data visualization can remedy such confusion along with a number of tips for choosing tools that work and maximizing their utility.

Sentiment Analysis 140

Sentiment Analysis Non-Profits Sales Engineering 140

Intercom, Inc.

NOVEMBER 5, 2019

Inspired by the release of our book Intercom on Sales , we wanted to take a fresh look at three big topics – speed, automation, and growth. We wanted to know: what are sales leaders doing to bring velocity to their sales cycle? How are they using automation to bring new efficiencies to their sales orgs? Finally, where do they see the biggest opportunities to accelerate revenue and what obstacles stand in their way?

Sales 139

Sales Start-ups B2B AI 139

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

ClientSuccess

NOVEMBER 4, 2019

In the day-to-day business dealings of a Customer Success Manager (CSM) and customers, the main interactions are typically with end users, project leads, or decision makers. Executives from either side of the relationship are rarely involved in onboarding or implementation conversations unless there is a very good reason. That being said, sometimes executive involvement is necessary to move projects forward or overcome roadblocks throughout the customer journey. .

Start-ups 40

Start-ups Customer Relationship 40

Qualtrics

NOVEMBER 5, 2019

At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. This is Kaya’s “Why Qualtrics” story. I love new experiences. I love pushing out of my comfort zone and I love seeing things grow. And, having started with Qualtrics in 2013, I have had the privilege to experience several very distinct phases in Qualtrics growth and the opportunity to learn and grow with it.

Sales 20

Sales Education 20

Totango

NOVEMBER 7, 2019

In a customer-centered economy, where a lot of revenue growth occurs within the established customer base, churn is a big problem. Customers grow more valuable over time, so you must keep them happy and interested in renewing. Still, dissatisfaction can creep up on any customer relationship, especially if you don’t communicate the value of your product regularly.

Net Promoter Score 83

Net Promoter Score NPS Customer Acquisition Start-ups 83

Intercom, Inc.

NOVEMBER 5, 2019

Our mission is to make web business personal. We want our customers to be able to have the same delightful, personal experiences talking to their customers as they do talking to their friends. Enabling all these conversations and interactions between businesses and their customers requires an extremely robust storage system that can scale as the data set expands – our storage needs, after all, have to keep pace not just with our own growth, but with the combined growth of all our customers.

Engineering 99

Engineering Start-ups Innovation 99

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