Callminer

APRIL 4, 2018

Have you heard about the General Data Protection Regulation? It’s important to understand if or how this new legislation is going to affect your business and ask yourself: are you ready for GDPR?

182

182

Intercom, Inc.

APRIL 5, 2018

For Duolingo, the world’s most downloaded education app, growth is fundamentally about retention. If users don’t stick around, they won’t learn and inevitably won’t share Duolingo with their friends. As VP of Marketing and Growth at Duolingo through 2017, improving retention was the top priority of Gina Gotthilf. In her five years there, she helped take Duolingo from 3 million users to more than 200 million.

Non-Profits 223

Non-Profits Gaming Engineering Start-ups 223

Customer Service Life

APRIL 4, 2018

Episode #53 features our first repeat guest. Yay! It’s always a great day when we get to talk customer service with our good friend Leslie O’Flahavan. Leslie is the owner of E-WRITE and the foremost expert on writing for customer service. In this episode we first talk about one thing we’d rather make than buy from the store and then we dive into this #FreeToHelp movement that Jenny and Leslie started.

Contact Center 88

Contact Center Customer Service 88

Fonolo

APRIL 4, 2018

Apple announced “Business Chat” in June, staking a claim to a vital piece of the ecommerce landscape: the channel for customer service communication. The product went into live beta this week with about 10 companies participating, and the timing could not be better for Apple. Facebook, their main rival in this field, is bloodied from weeks of bad press over privacy issues.

Customer Service 90

Customer Service Contact Center Start-ups Government 90

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.

Customer Loyalty

Callminer

APRIL 2, 2018

We’ve rounded up 101 expert tips to help you leave a lasting, positive impact by creating an innovative, meaningful customer experience.

Contact Center 207

Contact Center Customer Experience Technology Technology 207

Intercom, Inc.

APRIL 6, 2018

The way we interact with the world is increasingly determined by the software we use, but despite that growing dependence, we only truly connect with software on an emotional level when it speaks to us in a distinctly human voice. So, how does software take on a personality of its own? That’s typically where marketing comes in. At eFounders , we launch 4 new startups each year.

Construction 222

Construction Start-ups Sales 222

Fonolo

APRIL 5, 2018

They say the key to any healthy human relationship is effective communication. This principle also applies to the relationship between a customer and a customer service or sales representative. Active listening is the foundation of effective communication. Behind every customer call is a real person, looking for guidance or a solution to a problem. It’s critical to engage in active listening in order to make that person feel truly heard, understood, and served.

Customer Service 90

Customer Service Contact Center NPS Customer Satisfaction 90

Taylor Reach Group

APRIL 4, 2018

Original post via ProProfs, expert opinion summary by Colin Taylor. With Customer Experience being a crucial factor in business operations, comes the importance of ensuring high customer satisfaction (CSAT) levels. A high CSAT is a indicator of customer loyalty and repurchase intentions. This differentiator will reduce customer churn. Retaining brand advocates results in cost savings as it is cheaper to retain customers than it is to acquire new ones.

Customer Satisfaction 68

Customer Satisfaction Contact Center Business Operations Customer Loyalty 68

Intercom, Inc.

APRIL 2, 2018

Let’s begin with a hypothetical scenario: You’ve spent the last two weeks perfecting your pitch. You’ve thought through every possible objection anyone might have to your plan. You’ve carefully justified your choice of programming language and why you just need to use a complex gossip protocol to build the system – it is theoretically the “best” language, but it’ll be tricky to get right (and yet really fun to build).

Engineering 219

Engineering Start-ups 219

PeopleMetrics

APRIL 4, 2018

Everybody works hard. There’s a reason that no hiring manager has ever been blown away by the answer “I’m a hard worker” when they ask why they should hire you. We all consider ourselves hard workers, but only a small percentage of the workforce will ever experience the seemingly infinite, grueling hours that Certified Public Accountants (CPAs) experience from January 1 st to April 15 th every calendar year.

Net Promoter Score 66

Net Promoter Score Touchpoint Voice of the Customer Start-ups 66

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Beyond Philosophy

APRIL 6, 2018

Why do customers ask for multiple competitive quotes? When they get them how do they decide what to buy? Customers have a natural tendency to avoid extremes. How can you use this to your advantage? The post Why Do Customers Ask For Competitive Quotes? appeared first on.

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Heart of the Customer

APRIL 3, 2018

I recently did an interview with Intouch Insight–see below for Part 1. —– We recently sat down with Jim Tincher, founder of Heart of the Customer and Certified Customer Experience Professional (CCXP), to get his take on the customer experience landscape and how it is changing in 2018. In part-one of this two-part article series, Jim discusses […].

Customer Experience 60

Customer Experience 60

Intercom, Inc.

APRIL 4, 2018

We’ve written a lot about how to send the right message at the right time. And while timing is important, how many messages you send also plays a role in your customers’ experience. If your customers feel they’re receiving too many messages, it’s not just about message volume. There’s more at play. First, it’s important to note there’s a big difference between actual communication volume and perceived communication volume (i.e., the number of messages a customer feels they’re receiving).

Government 216

Government Start-ups Customer Experience Sales 216

CX Journey

APRIL 4, 2018

Are journey maps a waste of time, or can you really use them to drive CX change? There's a big problem brewing out there when it comes to journey mapping: Too many folks view journey maps as useless, when instead, the maps should be seen as one of the (if not the ) most powerful tools and processes in the customer experience professional's arsenal. Done right, you can drive real CX change with your journey maps!

CX 63

CX Customer Experience 63

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

APRIL 6, 2018

This year’s Customer Success Summit was a huge success! We enjoyed learning from our speakers and attendees about Customer Success in practice. In case you couldn’t attend Totango’s 6th annual industry conference, the recordings and presentations are now available here. #CSSummit18 was packed with great information from different points of view. You are sure to find many sessions that can help you run your CS program better.

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54

Taylor Reach Group

APRIL 4, 2018

Leveraging a proprietary approach, combined with best practice benchmarking, the Audit process creates a road-map to a future state by assessing all aspects of current Contact Center operations. The Taylor Reach Group, Inc., retained to complete a Contact Center Audit for one of the world’s leading digital data collection companies. TORONTO (PRWEB) April 4, 2018.

Contact Center 51

Contact Center CX Technology Technology 51

Customer Bliss

APRIL 4, 2018

Have you recently become a chief customer officer? If you’re taking on a CCO role in a company, there’s a lot of work that has to be done to get your customer experience program off the ground and running. From getting executive buy-in, to understanding the inner workings of the organization itself, and looking for areas of opportunity, it can all seem so overwhelming.

B2C 52

B2C CX B2B Customer Journey Map 52

Provide Support

APRIL 3, 2018

What’s the most important thing a business needs to do to improve relationships with their customers and keep them coming back for more? The answer is pretty obvious, and yet so often overlooked: providing a delightful customer service. No matter how good your product may be, or how competent your customer service team is, the only thing that matters is how your customers feel about your company.

Customer Service 51

Customer Service Customer Satisfaction Customer Experience 51

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

Totango

APRIL 6, 2018

This year’s Customer Success Summit was a huge success! We enjoyed learning from our speakers and attendees about Customer Success in practice. In case you couldn’t attend Totango’s 6th annual industry conference, the recordings and presentations are now available here. #CSSummit18 was packed with great information from different points of view. You are sure to find many sessions that can help you run your CS program better.

48

48

Waypoint Group

APRIL 5, 2018

I’m proud to announce that Waypoint Group’s TopBox, the B2B-centric customer engagement and visualization engine, has won Temkin Group’s Vendor Excellence award. Evaluating industry providers and products based on customer results, overall capabilities, and customer references, Temkin Group are the leading analysts covering the customer feedback / customer experience industry and founded the Customer Experience Professionals (CXPA) organization.

Customer Experience 45

Customer Experience B2B Engineering Customer Feedback 45

ClientSuccess

APRIL 5, 2018

ClientSuccess will host Bill Cushard, Customer Success Strategist of ServiceRocket and a 2018 Mindtouch Top Customer Success Strategist , for this month’s customer success webinar series: How to Design a Customer Education Strategy. The webinar covers the topic of designing a proactive strategy for customer education. This webinar is relevant to leaders of B2B recurring revenue companies of all types, customers success leaders, and practitioners.

Education 42

Education B2B Start-ups Sales 42

Confirmit

APRIL 5, 2018

More than 90% of consumers want to use their telephone for vendor interaction, and voice-driven data collection represents an ideal way for brands to engage today's mobile consumers throughout their entire customer journey. To support our customers’ needs for sophisticated, omni-channel feedback collection, Confirmit has partnered with PinPoint Research, a leader in voice the leader in Voice Based Research™ Together Confirmit and PinPoint Research deliver a seamless IVR and autom

Voice of the Employee 40

Voice of the Employee Voice of the Customer 40

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

1 to 1

APRIL 3, 2018

Seth Van Sickel, director of operations at Sling TV, and Richard Smullen, founder and CEO of Pypestream, spoke with Senior Writer Judith Aquino about the AI-powered bots that are teaming up with associates and the new personalized recommendations that customers will soon receive. Listen to all episodes of The CX Pod at TTEC. .

AI 20

AI CX 20

Intercom, Inc.

APRIL 3, 2018

For most sales teams, “personalizing” a cold email simply means referencing a person’s job title or company and sending them links to case studies or blog posts in the hope of generating a single click-through. The conversation typically ends after that click. As sales people we might follow up with lots of “ just checking in ” emails, but these can feel spammy, and there are minimal results to show for it.

Sales 218

Sales Start-ups 218

ClientSuccess

APRIL 3, 2018

Too often Customer Success Managers (CSMs) can get swept up in the day-to-day grind of activation questions, project management, and renewal processes. It can be easy to lose sight of the original goal at the heart of your role: to create successful customers. And at the end of the day, your most successful customers are the ones who trust you, your recommendations, and your services.

Customer Relationship 40

Customer Relationship Sales 40

Confirmit

APRIL 5, 2018

More than 90% of consumers want to use their telephone for vendor interaction, and voice-driven data collection represents an ideal way for brands to engage today's mobile consumers throughout their entire customer journey. To support our customers’ needs for sophisticated, omni-channel feedback collection, Confirmit has partnered with PinPoint Research, a leader in voice the leader in Voice Based Research™ Together Confirmit and PinPoint Research deliver a seamless IVR and autom

Voice of the Employee 40

Voice of the Employee Voice of the Customer 40

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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

Kerry Bodine

APRIL 4, 2018

When I bumped into a former colleague at a recent conference, he was eager to chat about a journey mapping initiative his organization (a major financial services provider) was kicking off. But I got a blank look when I asked what journeys his team planned to focus on. “We were going to do the whole lifecycle,” he told me. “We want to map from the awareness phase all the way through retention and loyalty.”.

B2C 123

B2C B2B Hospitality Hospitality 123

SugarCRM

APRIL 3, 2018

Companies like Amazon and Zappos are lauded for providing outstanding customer service. That has raised the bar for what customers expect from every brand they interact with. No matter your industry, expectations higher than ever. So, it’s critical that customers service reps have the tools, data and autonomy needed to satisfy customers. In this post, let’s dig a little deeper into some of the key challenges facing your customer service professionals and how Sugar can help organizations meet cus

Customer Service 53

Customer Service Social Media Customer Satisfaction Customer Loyalty 53

ClientSuccess

APRIL 4, 2018

For those just joining our blog series CSM from the Trenches, welcome. This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help 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.

Customer Relationship Management 40

Customer Relationship Management Customer Relationship Innovation Start-ups 40

Confirmit

APRIL 5, 2018

AcuPOLL has challenged the status quo in Market Research since its founding by P&G marketing innovators. It invented in-person qual+quant research for the industry to provide faster and more predictive concept test results in real time. In 2009, AcuPOLL teamed up with Confirmit to deliver deeper, faster insights to their clients. AcuPOLL now runs its most innovative research solutions on Confirmit Horizons.

Innovation 40

Innovation 40

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