Navedas
SEPTEMBER 10, 2020
I called AAA to get a car towed last month, the subcontractor who moved the car was fantastic – everything that I could possibly want in a tow-truck driver on what was (obviously) a bad day. After he had backed the car into my narrow. The post Saintly Customer Service in a Survey World appeared first on Navedas.
Intercom, Inc.
SEPTEMBER 10, 2020
What kind of information drives that decision: is it subjective and qualitative, or objective and quantifiable? It’s the classic conflict: left brain versus right brain; art versus science. Mark Roberge knows which he prefers. As an engineer by training, in pressure situations he tends to “lean to the quant.” It’s an approach that’s served him well along the road to building the HubSpot sales team, where he was CRO for nine years.
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Beyond Philosophy
SEPTEMBER 10, 2020
Human beings are magnificent at holding onto two contradictory beliefs in their minds. It’s a psychological phenomenon called Cognitive Dissonance, and it’s why we sometimes think that things are good when they are, in reality, bad. We discussed this phenomenon in a recent podcast and how we all do this. For example, I think the Luton Town Football Club is the best team in the world.
Bill Quiseng
SEPTEMBER 10, 2020
“You will be the same person in five years as you are today except for the people you meet and the books you read.” Charlie “Tremendous” Jones. Intent on learning how to “Deliver The World’s Best Customer Experience”, I have read more books by Chip R. Bell than any other author. Several of his 24 customer service books that I highly recommend include “Kaleidoscope: Delivering Innovative Service That Sparkles,” “Sprinkles: Creating Aweso
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eglobalis
SEPTEMBER 8, 2020
Use Criticism to Improve Your Customer Experience and employee experience products and services. The post Customer and Employee Criticism: Your Leverage Tool for Growth appeared first on Eglobalis.
Intercom, Inc.
SEPTEMBER 9, 2020
At Intercom, building relationships has always been at the heart of what we do. We’re on a mission to make internet business personal, helping you support and engage with your customers through the Intercom Messenger. This belief in the power of conversation runs deep here, and underpins so much of how we build Intercom and how we support our 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.
SixteenVentures
SEPTEMBER 10, 2020
It’s critical to understand why your customers churn, but if you’re relying solely on the reason the customer gives you for that churn, you’re definitely missing the actual reason. Customer Churn Reason analysis, like most things in Customer Success, are more complex and require deliberate effort to get right than it might seem on the surface. It’s easy to just ask a customer why they’re cancelling or not renewing and to leave it at that.
Heart of the Customer
SEPTEMBER 10, 2020
On our continuing journey exploring John Kotter’s 8 Steps to Accelerate Change and how you can apply them to the CX world, we have reached the fifth step: Enable Action by Removing Barriers. (Catch up on earlier posts in the series here!) According to our forthcoming work on understanding how companies improve their customers’ journeys, […]. The post Enable CX Action by Removing Barriers appeared first on Heart of the Customer.
Beyond Philosophy
SEPTEMBER 5, 2020
Why What We Believe Is Sometimes Just Wrong! Many sports fans will tell you their team is the best. However, only one of the sports teams wins the championship and is definitively the best. Moreover, many organizations that never get close to the championship have fans who would say these teams are the best. For this last lot, the claim that their team is “the best” creates some serious conflict compared to reality.
Kate Nasser
SEPTEMBER 6, 2020
Great nurses teach us the following powerful relationship lessons. Use these lessons in business! Insight fr Kate Nasser, The Poeple Skills Coach™, Author of Leading Morale. The post Powerful Relationship Lessons: Best Nurses Teach Us These | #CustServ #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.
The DiJulius Group
SEPTEMBER 9, 2020
1. Feature Article Your Customer Experience is the Best Marketing By John DiJulius, Chief Revolution Officer When it comes to a company’s budget, every department annually fights for an increase in its own budget. That’s not surprising; the outcome will determine what the department is allowed to spend for the following year. This is. Read Full Article.
Steven Van Belleghem
SEPTEMBER 10, 2020
Thank you, Ozark Henry, During the past few years, I have had the pleasure of working together with Piet Goddaer. Piet has been writing, composing and producing music for more than a quarter of a century. He is best known under his artist name: Ozark Henry. During his career, he has been awarded various gold and platinum discs, won the Zamu Music Award in the ‘best writer-composer-arranger’ category and has travelled the world to make people happy with his music.
Lumoa
SEPTEMBER 8, 2020
Do you remember punch cards? They were often a staple of sandwich shops and ice cream parlors. After so many visits, you would be the lucky recipient of a free item. What a thrill it was to present your fully punched card, then immediately start on the next. Simpler times, right? Measuring customer loyalty these days is a little more complex. Long gone are the days of punch cards.
Customer Experience Matrix
SEPTEMBER 6, 2020
We released a new member survey last week at the CDP Institute. You can (and should) download the full report , so I won’t go through all the details. You can also view a discussion of this on Scott Brinker's Chief Martech Show. But here are three major findings. Martech Best Practices Matter We identified the top 20% of respondents as leaders, based on outcomes including over-all martech satisfaction, customer data unification, advanced privacy practices, and CDP deployment.
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.
The DiJulius Group
SEPTEMBER 9, 2020
John DiJulius interviews Emmy Award-winning journalist, author, speaker, and coach Adrienne Bankert. Adrienne is a national correspondent for ABC News often seen on Good Morning America and World News Tonight. She has covered some of the most historic headlines of the past decade and the biggest stories in sports and entertainment. Adrienne was the first.
Steven Van Belleghem
SEPTEMBER 8, 2020
Monzo takes away worries and frustrations. Recent years have seen the emergence of a large number of neo-banks. These new, smaller and generally more innovative banks have taken the market by storm, a success that is usually based on a strong digital and highly user-friendly offer. Monzo is one of the top five fastest growers in this segment. In January 2019, Monzo had roughly one million customers.
Totango
SEPTEMBER 11, 2020
For any business, the question of how to meet the needs of the client is front and center. After all, as the old adage goes, “The customer is always right.” However, in a world where Customer Success teams often have dozens of accounts to care for, it can be challenging to fully understand the specific needs of individual client accounts and to find time to reach out to each client to meet those needs. .
Kate Nasser
SEPTEMBER 6, 2020
Great nurses teach us the following powerful relationship lessons. Use these lessons in business! Insight fr Kate Nasser, The Poeple Skills Coach™, Author of Leading Morale. The post Powerful Relationship Lessons: Best Nurses Teach Us These | #CustServ #PeopleSkills appeared first on KateNasser.com.
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?
Chip Bell
SEPTEMBER 8, 2020
“Electricity” is a captivating song in the acclaimed Broadway hit (and movie) Billy Elliott. The song is actually the answer to a question the evaluator asked 11-year-old Billy after he had auditioned for a slot at the Royal Ballet School in London; “What does it feel like when you’re dancing?” The song was written by Elton John and Lee Hall. Here are a few of the lyrics.
Steven Van Belleghem
SEPTEMBER 7, 2020
In recent times, companies have invested huge sums of money to map out the customer journey. This is the path that a consumer follows to finally purchase a particular product or service. The object of this mapping exercise is to allow companies to better optimise their own sales, marketing and service processes. In due course, this leads to transactional perfection.
TeamSupport
SEPTEMBER 8, 2020
Businesses buy your products or services to help their operations run efficiently and to meet their customers’ expectations. And while robust product features are important, it is the added benefits of B2B (business-to-business) customer support that can accelerate product use and drive optimal performance to help customers reach their full potential.
The DiJulius Group
SEPTEMBER 10, 2020
Being a leader gives you the opportunity to make a difference in people’s lives. Not only is their livelihood tied up there, but their own sense of self-worth and knowledge. So you want people to be fully engaged and excited about working for you. As a leader, you’re there to serve – not to be. Read Full Article. The post Leadership Lessons from a Legend!
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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
CSAT.AI
SEPTEMBER 10, 2020
I called AAA to get a car towed last month, the subcontractor who moved the car was fantastic – everything that I could possibly want in a tow-truck driver on what was (obviously) a bad day. After he had backed the car into my narrow driveway, a fete that almost defied the laws of physics, he gave me a pained expression digging his toe into the ground.
Steven Van Belleghem
SEPTEMBER 6, 2020
The three steps to a ‘partner in life’ approach. To successfully implement a ‘partner in life’ strategy, you need to generate a continuous process of movement, consisting of three steps: Developing an excellent understanding of the needs and frustrations in the life of your customer. Use this understanding to describe in detail the customer’s life journey.
Comm100
SEPTEMBER 10, 2020
Email is a foundational pillar of customer support. Research shows that 91% of consumers use email daily. And yet, although companies have had a long time to perfect their email customer communications, many still fumble when it comes to this support channel. According to a benchmark report by SuperOffice, 62% of companies do not respond to customer service emails at all!
Doing CX Right
SEPTEMBER 7, 2020
Customer Experience education is finding its way to universities, and I love it. I had the opportunity to be a guest on a podcast show hosted by Tom Dewitt , Director of CX at Michigan State University as well as Bob Kiple , a Marketing professional. They are a dynamic duo and I encourage you to listen to all their CX episodes. There’s so much to learn from teachers and practitioners who are doing the job.
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
Hodusoft
SEPTEMBER 7, 2020
Technology advances do help businesses and one such area is IP PBX. It was a step up from the staid old PSTN era. Then arrived a sort of mini-revolution by way of multi-tenant IP PBX software is hosted and on-premise flavors. Either way, you have vastly versatile IP PBX Software that can do so much more for you. Consider some of the benefits. Granular modularity.
Provide Support
SEPTEMBER 11, 2020
The post Live Chat Features that Enhance Agents’ Performance appeared first on Provide Support Blog.
Comm100
SEPTEMBER 10, 2020
Email is a foundational pillar of customer support. Research shows that 91% of consumers use email daily. And yet, although companies have had a long time to perfect their email customer communications, many still fumble when it comes to this support channel. According to a benchmark report by SuperOffice, 62% of companies do not respond to customer service emails at all!
Doing CX Right
SEPTEMBER 5, 2020
Voice of the Customer, commonly referred to as VOC, can be YOUR company game-changer WHEN DONE RIGHT! I speak a lot on podcasts about VOC and the art and science of getting feedback from customers to inform business decisions, and employees (VOE) too. This is the theme of my recent Customer Experience book. Getting customer feedback and applying VOC best practices is essential especially during a pandemic because people’s expectations are constantly changing.
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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