Callminer
SEPTEMBER 3, 2019
Customer satisfaction surveys come in several forms, ranging from one question to many, and different types of surveys have different purposes and questions.
Intercom, Inc.
SEPTEMBER 4, 2019
Sales has an unavoidable reality: sometimes, your team won’t hit their numbers. If your team isn’t reaching their goals, what are you doing as a leader to help them get up and over the line? Every manager should know how to effectively coach their reps. This coaching helps them drive their team and their company to greater productivity and higher sales.
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Beyond Philosophy
SEPTEMBER 6, 2019
There is a difference between strategy and tactics when you’re trying to solve a business problem. Most people jump straight to tactics and implementation, because it is the concrete stuff, the stuff that we can start doing now. Too few business people step back and think about the larger strategy. However, strategy is essential to ensure that all your tactics are not a waste of time. .
UJET
SEPTEMBER 2, 2019
UJET leverages enterprise-grade compliance and security standards to secure its customers’ data. As part of our continuing effort to comply with GDPR and other data privacy and protection regulations, UJET has finalized its certification to both the EU-US Privacy Shield and the Swiss-US Privacy Shield. . When evaluating customer support solutions, it is critical that multinational companies understand that both company and customer data is being handled and protected in a safe and secure w
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.
Callminer
SEPTEMBER 4, 2019
Here’s what you need to know to make smart use of business intelligence solutions.
Customer Bliss
SEPTEMBER 4, 2019
In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below. “Thank you for watching this video. After it’s played, you will receive a survey and I really need you to give me a ten. Anything less is not passing and I won’t get paid.” Does that sound familiar to you?
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Kate Nasser
SEPTEMBER 1, 2019
Leaders, a great employee attitude is essential not negotiable. Lead, inspire, & expect it. Don't tolerate a bad attitude. Tips fr Kate Nasser, The People Skills Coach™. The post Leaders, Great Employee Attitude is Essential, Not Negotiable | #Leadership appeared first on KateNasser.com.
Customer Service Life
SEPTEMBER 4, 2019
Image by Ray Shrewsberry from Pixabay. This article was originally published on the ICMI Blog on July 18, 2019. Click here to read the original post. When I took a job where I would direct quality efforts for an organization almost exactly four years ago, I must confess that I knew I had a lot to learn. While I was (and am) deeply passionate about awesome customer service, the act of creating a quality form and randomly monitoring a set of customer interactions was still a necessary evil when it
SixteenVentures
SEPTEMBER 5, 2019
Time to First Value (TTFV) is a commonly used Customer Engagement metric to measure the efficiency of the customer Onboarding process, but not generally a Sales KPI. But it should be. How can we hold Sales accountable for the customers they bring in – getting them Onboard and setup for long-term success (and expansion!) – without them owning the customer post-sale?
Totango
SEPTEMBER 5, 2019
The difference between a friend and an acquaintance is the regularity and depth of your communication. A friend is part of your day-to-day life. You speak often, and you’re familiar with each other’s lives. An acquaintance, on the other hand, is someone you might only encounter occasionally when your paths cross. In business, customers should be more like friends than acquaintances.
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SurveySensum
SEPTEMBER 4, 2019
If your business would like to celebrate One thing – then it would be the love of your customers. Believe it or not, the only predictor of customer loyalty is the overall study of customer behavior at various touchpoints and how customers are engaging with the brand. If you can measure the current customer love, then your business can improve and drive impact.
UJET
SEPTEMBER 4, 2019
Instacart removes the time and inconvenience of grocery shopping and gives it back to customers. As an on-demand service, it also offers the opportunity for people to supplement their incomes by picking groceries from a wide selection of stores and delivering them to customers’ doors. Instacart services over 4,000 cities across all 50 U.S. states. It is also available in over 70% of the households in Canada.
Fonolo
SEPTEMBER 5, 2019
People like shiny new things. The same cannot always be said about pesky new software updates and releases to the platforms and apps that have become fixtures in both our personal and professional lives. Good-natured developers and designers may have the best of intentions, arguing that their changes take us to a new, higher state of being where everything and everyone is better.
ProProfs
SEPTEMBER 5, 2019
A lot of times we hear from teachers who want to go beyond just text-based questions & answers in their classroom. Playing with question types or their diversity is what helps in building the students’ interests in class. Interactive tests help them gauge their individual learning ability. . Studies show that test questions impact learning. But, very little has been talked about the emergence of hotspot questions in the learning sector.
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.
SurveySensum
SEPTEMBER 2, 2019
What is a Customer Satisfaction (CSAT) Survey? A customer satisfaction (CSAT) survey is defined as a set of questions asked to a customer, to gauge their level of satisfaction with a product or service or organization. For example, if a smartphone company wants to understand and measure the satisfaction of customers with the various key features of the phone then the best way to find out this is to ask customers directly.
TeamSupport
SEPTEMBER 6, 2019
The difference between a B2B (business-to-business) and B2C (business-to-consumer) customer is night and day. To most B2C companies, customers are a dime a dozen. A B2C company isn’t focused on their current customers nearly as much as acquiring new ones. Their own customers know this, and thus the expectations for many B2C products are so low that companies in this industry rarely emphasize the priorities of their customers.
Customer Bliss
SEPTEMBER 5, 2019
I’m excited to be back with new episodes of the Chief Customer Officer Human Duct Tape Show. In today’s episode, I have an engaging and enlightening conversation with Craig Langlois , the Chief Experience Officer at the Berkshire Museum in beautiful Berkshire, Massachusetts. This is a great conversation to listen to, whether you’re in the museum/cultural institution world or business (both B2B and B2C).
ProProfs
SEPTEMBER 4, 2019
Anyone who has ever procrastinated hours on Facebook has once or twice encountered a quiz. And, chances are they definitely took it to know- . What type of cupcake they are? Which Harry Potter character do they resemble the most? . Where should they travel in the next year? Which ‘Game of Thrones’ character they are? If they were a piece of Halloween candy, what flavor would they be?
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?
ClientSuccess
SEPTEMBER 3, 2019
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.
The DiJulius Group
SEPTEMBER 4, 2019
The following is content taken from John’s new book The Relationship Economy, Building Stronger Customer Connections In The Digital Age. (October 2019 Greenleaf Books) “The world is becoming a little less human, and that has a cost. So it’s time for leaders in the business world to think about how they can recognize. Read Full Article. The post How To Win The Technology Revolution appeared first on The DiJulius Group.
Waypoint Group
SEPTEMBER 4, 2019
Capturing the Win: A Conversation about Actively Listening to Customers. Dennis Dube, VP Revenue Operations for Advance Local (LinkedIn here ) sat down recently with Steve Bernstein, CEO and creator of the B2B-centric customer engagement solution, TopBox , to talk about Dennis’s experiences with active listening as a means to strengthening customer relationships.
Comm100
SEPTEMBER 3, 2019
This is Part two of a two-part series on HIPAA compliance for digital customer engagement. Click here for part one, which covers HIPAA fundamentals and the role of the software vendor. HIPAA compliance is far from simple, and any vendor that says otherwise is likely not offering the degree of security and/or shared responsibility that you need to engage safely in digital patient communication.
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.
Hodusoft
SEPTEMBER 3, 2019
HoduSoft, a leading VoIP software provider has gained fame for serving the global clientele with its high-quality, feature-rich, ready-to-use VoIP software for addressing business communication requirements. The company has added a new feather in the crown by providing ready-made call center software , HoduCC to one of the most trusted water purifier manufacturers Livpure recently.
Confirmit
SEPTEMBER 1, 2019
In this video, Terry DuVarney, First VP Loan Administration at PennyMac talks about the impact of the customer experience program that she and her team have developed. Terry highlights the importance of building strong internal relationships with stakeholders around the business in order to drive change. PennyMac’s executive team are huge supporters of listening to the Voice of the Customer, and Terry describes how that has impacted the rest of the organization, resulting in a double win i
Qualtrics
SEPTEMBER 4, 2019
Before SAAS was even a thing, Melissa Kantor was working with Silicon Valley startups to implement advanced HR tech platforms. And after a jump across the pond to the UK, she enjoyed stints at some of the world’s largest firms – PWC, BNY Mellon and IBM – delivering huge HR infrastructure projects. In 2015, she moved to financial services firm Prudential Plc to set up their first advanced people analytics function, covering talent management and succession planning as well.
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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
SugarCRM
SEPTEMBER 6, 2019
If you want to go big, it’s time to think small. . This was one of the biggest — and most important — takeaways during our recent chat with Scott Stratten. . After all, Stratten explained, very few customer relationships are built on grand gestures. It’s almost always the small, day-to-day interactions that cultivate customers for life. And if the advice is coming from Stratten, you know it’s worth following.
Confirmit
SEPTEMBER 1, 2019
Wouldn’t it be lovely if your business had a crystal ball that would tell you what to do to improve the organization and what the future held? With that information, you could plan the most effective steps to drive revenue or beat out the competition… DOWNLOAD. Unfortunately, there are no crystal balls in business. But, it doesn’t follow that businesses have no hope for getting market research insights that enable proactive decisions.
UJET
SEPTEMBER 3, 2019
UJET leverages enterprise-grade compliance and security standards to secure its customers' data. As part of our continuing effort to comply with GDPR and other data privacy and protection regulations, UJET has finalized its certification to both the EU-US Privacy Shield and the Swiss-US Privacy Shield.
Qualtrics
SEPTEMBER 6, 2019
The Qualtrics University Recruiting team is hitting the road at the start of September, traveling from coast-to-coast for career fairs, coffee and networking sessions, and hackathons. You can find the complete list of dates and venues below. Visit with the team to explore potential careers, to learn more about the Experience Economy and how XM is shaping the future, and to discover #QualtricsLife.
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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