Adrian Swinscoe
DECEMBER 10, 2021
Privacy. Security. Justice. Equity. Accessibility. If you mentioned these words to pretty much anyone, they would probably all agree that they were important. But, ask them […]. The post The problem at the heart of personalization first appeared on Adrian Swinscoe.
Callminer
DECEMBER 8, 2021
Whether your sales reps are doing cold outreach or play a role in the decision-making phases of the sales funnel, insights from B2B sales conversations can help improve your bottom line. Learn how.
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Bill Quiseng
DECEMBER 6, 2021
It is really disappointing to new employees that the first day of orientation is spent on defining the rules and restrictions, usually required by the legal department, that, if not followed, will result in termination. At the end of the day, someone is asking, “How was your first day at work?” You don’t want their answer to be, “Well, all I learned was what will get me fired.” While that information is important, consider the overall message you are giving new empl
Futurelab
DECEMBER 9, 2021
I originally published today’s post on Forbes. It appeared on their site on August 23, 2021. Tags: Annette Franz (Gleneicki) customer experience customer success Facebook Like. Linkedin Share Button. Tweet Widget.
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Adrian Swinscoe
DECEMBER 6, 2021
Today’s podcast interview is different. Here’s how it is different: It’s Part 1 of a two-part conversation about a new project. Part 2 will be released […]. The post Introducing Punk XL – Interview with Serena, Lara, Amy, Joyce, Oisin and Tom first appeared on Adrian Swinscoe.
Callminer
DECEMBER 6, 2021
If your team is trying to take its call center productivity to the next level, read this blog for tips and techniques to help make agents more efficient and effective.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Futurelab
DECEMBER 9, 2021
A few months ago, I wrote a post on what it looks like when a company is sales-centric. I’ve seen this culture many times over the last year or so (and prior, for sure, but examples overwhelmingly landed on my desk this year). If you haven’t read that post, it’s an important precursor to this one. Tags: Annette Franz (Gleneicki) customer experience customer-centric culture Facebook Like.
Uniphore
DECEMBER 7, 2021
This holiday season looks to be a record-breaking one, coming on the heels of yet another wave of pandemic disruption. According to Deloitte , retailers can expect sales to increase by 7-9% — a very merry holiday, indeed.?However, obstacles still loom. The? supply chain isn’t smoothing out. Customers may still flock to big online retailers and avoid brick-and-mortar establishments.
Shaun Belding
DECEMBER 6, 2021
There was a study released a few years ago that graphically illustrates the power of a compliment. It turns out that if someone gives you a compliment, it activates the same parts of the brain as if they had given you cash. How cool is that? Shaun Belding | www.beldingtraining.com. Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog.
Intercom, Inc.
DECEMBER 9, 2021
?. Note: This episode contains notification sounds, ambience, and music. If you would prefer to listen to the episode with just interviews, you can hear an alternative version here. Notification sounds are all around us: Slack’s knock brush pulling you back to work, the WhatsApp ring sharing the latest in this year’s holiday dinner plans, the tumbling whimper of your AirPods when the battery’s running low or just about to die.
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.
Futurelab
DECEMBER 9, 2021
I originally published today’s post for StellaConnect. It appeared on their site on May 25, 2021. Tags: Annette Franz (Gleneicki) customer experience customer service Facebook Like. Linkedin Share Button. Tweet Widget.
Uniphore
DECEMBER 6, 2021
Contact centers can have the best customer service agents and the latest and greatest technology. They can even implement superb customer experience strategies; but without an able and trustworthy leader at the helm, they will ultimately fail. Contact center leaders have a lot on their plate–from ensuring customer satisfaction and encouraging technology adoption to keeping agents happy and well-trained.
Customer Think
DECEMBER 5, 2021
Customer experience isn’t just what you create, but the perception you inspire. You might’ve optimized your ads, improved the customer support response rate, and even created an intuitive website; but if your customers don’t think so, then there’s still work to be done. So how do testimonials play into creating exceptional experiences? When it comes […].
Shep Hyken
DECEMBER 8, 2021
The other day my friend asked me, “Is mediocrity the new customer experience?” He mentioned how he’s had to wait longer when he called customer support and that there weren’t enough cashiers at the grocery store. . I said, “You are a victim of skimpflation.” . The word skimpflation was introduced recently on NPR’s Planet Money podcast. I’ve already written several articles about this ugly word, and I thought it was time to introduce it here.
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.
Futurelab
DECEMBER 9, 2021
I originally wrote today’s post for WixAnswers. It appeared on their blog on June 7, 2021. Tags: Annette Franz (Gleneicki) collaboration culture customer experience customer-centric culture governance technology Facebook Like. Linkedin Share Button. Tweet Widget.
Uniphore
DECEMBER 6, 2021
As more organizations embrace hybrid work models, the IT helpdesk is critical in empowering employees to work seamlessly across any location. According to the Computer Weekly article, employees’ confidence in the IT helpdesk addressing their needs dropped to 25%. Further, 33% of help desk staff are not happy about the support they offer, requiring management action to prevent inefficiencies and attrition.
Customer Think
DECEMBER 10, 2021
Retail has been challenged on every front over the last 12 plus months, resulting in several changes within the customer experience (CX) industry – livestream shopping, social commerce, and supply chain disruptions are just a few examples that have forced a dramatic pivot towards digital transformation. Once change has started, there’s no stopping it from […].
Beyond Philosophy
DECEMBER 10, 2021
Back when I was working in corporate life, I went to a presentation in London. Sitting there amongst 1,000 people, I had an epiphany about what I wanted to do with the rest of my career. Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. The Speaker was New York Times Best-Selling Author Fred Reichheld , inventor of the Net Promoter Score ® (NPS).
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?
Steven Van Belleghem
DECEMBER 6, 2021
Shep Hyken, customer service & experience expert and author of ‘I’ll Be Back’. As I look into the future, I’d love to share two big ideas. One is something I say almost every year. The other is another way to think about how you measure customer success. The customer’s expectations continue to evolve. Customers are smarter than ever and know what a good CX looks and feels like.
Zendesk
DECEMBER 6, 2021
Customer satisfaction has been dropping in the US since about 2018, according to the American Customer Satisfaction Index (ACSI). The question is why , especially when so many companies are trying hard to meet customer needs on a variety of fronts. There are some general trends that offer clues—for example, customer expectations keep rising. Customers have become much more critical of everything, whether it’s product quality, delivery, or customer service.
Customer Think
DECEMBER 5, 2021
According to the Content Marketing Institute, 87% of marketers use email marketing for content distribution. Putting the numbers in perspective, roughly nine out of every 10 marketers use email marketing to reach customers. As a digital marketer, you face stiff competition when it comes to email marketing and content distribution. To beat the competition, you […].
Customer Service Life
DECEMBER 6, 2021
As a customer service leader, there’s a certain balance I’ve struggled to find. Specifically, I’ve found myself feeling like I was failing my team on those busy days if I didn’t roll up my sleeves and help them get those calls answered or bust through that email queue. Then there are those times when the pendulum swings in the other direction and I instead spend my time reviewing analytics, planning for the future, and working with others in the organization on initiative
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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
The DiJulius Group
DECEMBER 6, 2021
One of the biggest business impacts resulting from the pandemic is the work from home (WFH) quandary. Why is it a quandary, because make no mistake about it, it is here to stay. The sooner businesses and its leaders realize this, the sooner they can pivot and find long-term solutions that can reduce the negative. Read Full Article. The post How to Solve the Work from Home Quandary appeared first on The DiJulius Group.
Beyond Philosophy
DECEMBER 9, 2021
On the podcast, we do something called “I’m in a Pickle.” The pickle is a business problem our listeners have that we try to address with the behavioral sciences. For example, we had one recently from a listener Janet, who said that despite getting good comments from customers, they do not give us the top Net Promoter Score (NPS) ®.
Customer Think
DECEMBER 10, 2021
The life of a sales rep has never been easy. Whether they’re traveling around the globe, bogged down in administrative work, or fresh out of leads, the road to closing a deal can be an uphill battle. A lot of sales reps work overtime under normal circumstances, but the pandemic has exacerbated the problem: now […].
Help Scout
DECEMBER 7, 2021
Team email management software minimizes the stress of organizing, processing, and prioritizing email, improving your team's productivity.
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
Doing CX Right
DECEMBER 4, 2021
Jeannie Walters explains the importance of a customer experience mission and how to "Create Fewer Ruined Days for Customers.”. The post Everyday Ways To Live Your CX Mission appeared first on Doing CX Right.
Aquire
DECEMBER 9, 2021
If you want your customers to stick around, it’s important you understand how to reduce customer churn rate. Of course, some level of churn is inevitable — no matter how much effort you put into satisfying your customers. There are reasons customers stop doing business with you that are simply beyond your control. But, if you can identify and address those areas that you do have control over, that can go a long way to minimizing the negative impact on your business.
Customer Think
DECEMBER 5, 2021
I originally wrote today’s post for StellaConnect. It appeared on their site on July 13, 2021. You’ve probably all heard – or read about – the Bain statistic from 2005 that goes like this: 80% of executives believe that they are delivering a supe.
Help Scout
DECEMBER 9, 2021
Why let your human customer service team be yelled at when you could hire a robot to take it all instead? Is AI the answer to customer service abuse, or is there another way?
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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