Callminer

NOVEMBER 24, 2019

These tips provide valuable insight into choosing and using call center metrics more effectively to condense performance data into actionable insights.

Actionable Insights 182

Actionable Insights 182

Beyond Philosophy

NOVEMBER 29, 2019

The 7 Telltale Signs of a Company NOT Committed to Customers. I discovered many years ago that I could determine whether a company was committed to customers pretty quickly. When I thought about how I recognized it, I found that organizations that did not commit to customers had some shared company culture cues that indicated where their focus was. The ideas behind this discovery later became my second book, Revolutionize Your Customer Experience.

Customer Loyalty 142

Customer Loyalty Customer Experience 142

Win the Customer

NOVEMBER 25, 2019

In today’s competitive marketplace, customer care isn’t merely an add on, it’s become an integral part of most business strategies. Entrepreneurs understand that high-quality customer care drives profits, increases customer satisfaction, and helps to secure and retain happy customers. . If you’re confident you have the right team members in place, you need to equip them with the best tools so they can be fully responsive to your customers’ needs.

Customer Satisfaction 111

Customer Satisfaction Customer Service 111

Taylor Reach Group

NOVEMBER 29, 2019

Is your Quality Assurance Arrogant. By Colin Taylor. I was reading a recent post by Helen Dewdney regarding playing Christmas music in stores to early in the season, and the fact that many retailers plan music even though it is not well received by their customers. The question Helen poses at the end of the post is “Do you think that believing you know better than your customers what they want is slightly arrogant?

Scorecard 107

Scorecard Contact Center Customer Satisfaction Retail 107

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Customer Bliss

NOVEMBER 26, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?

Hospitality 101

Hospitality Hospitality Healthcare Start-ups 101

Customers That Stick

NOVEMBER 27, 2019

The holidays are a special time both for retail businesses and retail employees, a time of great challenge and opportunity. Having worked in retail for many years, I’ve seen how this season can test even the best retail teams. With Black Friday just around the corner, I wanted to share a few tips on how you can prepare your retail team for this holiday season.

Retail 78

Retail Gaming Customer Service Customer Experience 78

Taylor Reach Group

NOVEMBER 26, 2019

Combating the High Agent Turnover Crippling US Contact Centers. by JD Fairweather. The revolving door of employee turnover is a source of frustration for any organization. For contact centers, an industry known for its high attrition rate, high employee turnover can impact not just team morale and productivity, but customer acquisition and retention as well.

Contact Center 98

Contact Center Customer Acquisition Education Customer Satisfaction 98

Kate Nasser

NOVEMBER 24, 2019

Avoid these defensive replies to feedback to preserve other's trust & professional respect of you. Success insights fr Kate Nasser, The People Skills Coach™ | Leadership, Leading Morale, Teamwork, Customer Service, Career. The post Avoid These Defensive Replies to Feedback | #PeopleSkills #Leadership appeared first on KateNasser.com.

Customer Service 82

Customer Service 82

Chip Bell

NOVEMBER 25, 2019

Thanksgiving. We all know it as a day of gratitude. That is the left side of the word. While the origin of the day goes back to 1536 during the reign of Henry the 8 th , in this country we associate it most with the Pilgrims in Plymouth in the early 1600s who carved out a day from their rugged quest for survival to express their gratitude for making it that far.

Innovation 69

Innovation Customer Service 69

Fonolo

NOVEMBER 26, 2019

Let’s face it: There are bound to be unpredictable, negative circumstances that any organization will bravely face at some point or another. It’s why it’s been said that you should always “hope for the best, and plan for the worst.” When a company or organization is facing any sort of crisis, whether that’s something as serious as a company data breach, a natural disaster, or even a power outage or water break in your building, it’s important to have an established plan or course of action for y

Construction 75

Construction Retail Customer Service Contact Center 75

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

ClientSuccess

NOVEMBER 25, 2019

It’s important to map out and monitor your customers’ journey to ensure you and your team are doing everything in your power to increase retention and lower churn rates. . That’s why we’ve compiled some of the best customer journey analytics that customer success teams and CSMs should track so everyone – from executive leadership to CSMs – can better understand the end customer. #1 Customer Retention Rate.

Net Promoter Score 60

Net Promoter Score Invoicing NPS Customer Retention 60

Hodusoft

NOVEMBER 28, 2019

Think of hospitality and what you see is a mix of services. You have hotels at the core with ancillary services like travel and catering plus support services required in the hotel on the one side. Then there are agents sitting in the middle to serve customers even as they liaise with hotels, airlines, railways, buses and taxi operators. Customers are on the other side and they require immediate attention to whatever their current needs may be – from acquiring knowledge to the final checkout and

Hospitality 52

Hospitality Hospitality Social Media CRM 52

The PhaseWare Files

NOVEMBER 28, 2019

Years ago, the idea of customer support was much simpler. If a customer had an issue with a product, a business either fixed the issue or provided a refund. Today, support means much more. Not only do businesses need to provide solutions to their clients’ issues, but they must also deliver a great customer experience. If they don’t, they risk losing business and damaging their reputation.

Customer Experience 52

Customer Experience AI Artificial Intelligence B2B 52

InteractionMetrics

NOVEMBER 26, 2019

Every day, everywhere, companies send email surveys, smiley face surveys, or call to request our customer feedback. It’s overwhelming. However, as we enter the holiday season, let’s acknowledge that when an associate is incredibly helpful, it’s nice to be able to say “thanks!”. Consider when an associate goes the extra mile: it feels good to reciprocate with a “sure, I’d recommend” or a 5-star rating that the associate’s boss might see.

Double-Barreled Question 52

Double-Barreled Question Construction Customer Feedback Customer Survey 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 25, 2019

It’s important to map out and monitor your customers’ journey to ensure you and your team are doing everything in your power to increase retention and lower churn rates. . That’s why we’ve compiled some of the best customer journey analytics that customer success teams and CSMs should track so everyone – from executive leadership to CSMs – can better understand the end customer. #1 Customer Retention Rate.

Net Promoter Score 52

Net Promoter Score Invoicing NPS Customer Retention 52

Confirmit

NOVEMBER 26, 2019

Register to the webinar for your region. Australia: 11th December @ 11am AEDT. Europe: 11th December @ 11am GMT. North America: 11th December @ 11am EST. As a CX professional, how do you feel about the future as we head into 2020? Excited about an investment boost, some new hires, and being able to improve your ROI further? If so, good for you. You’re in something of a minority.

CX 52

CX Voice of the Customer 52

The PhaseWare Files

NOVEMBER 26, 2019

The chatbot has come a long way from the days of only providing simple, generic answers to client questions. With the help of artificial intelligence, chatbots today can perform multiple tasks with a high level of personalization. Plus, clients can get answers to product questions 24/7 from anywhere. Even mobile chat is now commonplace. This is why so many B2B organizations have incorporated chatbots into their support infrastructure.

Artificial Intelligence 52

Artificial Intelligence B2B Customer Experience 52

Customer Bliss

NOVEMBER 29, 2019

As we take time to relax, spend time with our families, or ponder on how to best close out the fourth quarter, I’d like to share a few words with you. This is a reminder, especially as we’re in the bustling holiday season, that the decisions you make in business, measure the depth of your humanity: your ability to apply that simple Golden Rule.

CX 73

CX Customer Experience 73

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

Qualtrics

NOVEMBER 26, 2019

Our team of EX Scientists have donned their soothsayer hats to see what’s coming around the corner in 2020. From AI to climate change, here are the opportunities and challenges that will define the next 12 months… 1. Companies will seek out the bad (not just the good). Angry Glassdoor commenters may currently be unwelcome for many business leaders, but forward-thinking EX professionals will actively seek them out.

Close the Loop 49

Close the Loop Start-ups AI Government 49

InteractionMetrics

NOVEMBER 26, 2019

Every day, everywhere, companies send email surveys, smiley face surveys, or call to request our customer feedback. It’s overwhelming. However, as we enter the holiday season, let’s acknowledge that when an associate is incredibly helpful, it’s nice to be able to say “thanks!”. Consider when an associate goes the extra mile: it feels good to reciprocate with a “sure, I’d recommend” or a 5-star rating that the associate’s boss might see.

Double-Barreled Question 40

Double-Barreled Question Construction Customer Feedback Customer Survey 40

The PhaseWare Files

NOVEMBER 26, 2019

Chatbots are powerful tools, but you need to ensure they provide the right kind of interaction. Let us help by providing customer support automation.

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52

SugarCRM

NOVEMBER 26, 2019

What Makes Paid Search Advertising Valuable to Marketers? Paid search advertising, otherwise known as PPC, is your most valuable marketing tactic. Too bold a claim to make? Maybe not. Let’s take a look at the value of paid search, and like any good data-driven marketer, let’s include the stats to hammer home our point. Value 1: Expanding Your Reach.

Start-ups 29

Start-ups 29

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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

Qualtrics

NOVEMBER 27, 2019

The expression ‘work-life balance’ covers a range of ideas, from businesses offering flexible working hours to employees making more of their leisure time. Here’s where the phrase comes from and what it means to your business. Work-life balance – can it be defined? There are plenty of articles and studies out there on work-life balance, but surprisingly few definitions of what it actually looks like in practice.

Transportation 34

Transportation Technology Technology 34

Intercom, Inc.

NOVEMBER 25, 2019

Five years ago I wrote about how product strategy means saying no – you must ruthlessly protect your product from feature creep. . Saying no, however, is just one part of a successful product strategy. As your business scales, you’ll need to carefully align your product strategy with your broader company strategy to ensure cohesive and sustainable growth.

Start-ups 187

Start-ups B2B Finance Sales 187

The PhaseWare Files

NOVEMBER 28, 2019

Years ago, the idea of customer support was much simpler.

AI 52

AI Customer Experience 52

SugarCRM

NOVEMBER 28, 2019

Many marketers are so eager to get started with their big, lead-driving programs that they overlook the importance of crafting a content marketing strategy. For all of those lead gen and nurturing programs to work, you need to have the kind of great content that readers demand. As marketers, instead of thinking about our prospects, we hurriedly put words down that aren’t researched, tailored or optimized in an attempt to fluff our overarching marketing strategy.

Engineering 22

Engineering Start-ups Education 22

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

Qualtrics

NOVEMBER 26, 2019

An internship should be a great opportunity to explore a career path, an industry, and a company. As a company, it’s the chance to invest in the future of business by equipping people who are new to the field with the skills to succeed. The process of selecting a company for an internship varies for each person. Different priorities and expectations for experience influence that decision – from potential skills, the team you meet during interviews, and the products, to human logistics.

Engineering 26

Engineering Start-ups 26

Callminer

NOVEMBER 25, 2019

An efficient call center operation hinges on the ability of management to identify flaws in their systems and practices as well as execute improvement plans to fix these quickly. Fortunately, with a number of useful tools and techniques, team leaders can effect meaningful change based on observable and trackable data. However, the exact tools and approach you employ at your call center for this purpose should align with your center’s mission and personnel.

Sales 182

Sales Contact Center Customer Service Start-ups 182

Intercom, Inc.

NOVEMBER 27, 2019

These companies obviously have an amazing product. They’ve got a great way of telling that product’s story to the world. And they’re really, really good at selling. But those three things are what got Starbucks its first profitable coffee shop in Seattle, not what allowed that shop to morph into an $80 billion business with 30,000 cafes around the world.

Sales 186

Sales Machine Learning Start-ups Touchpoint 186

CX Accelerator

NOVEMBER 26, 2019

“Gratitude is the healthiest of all human emotions. The more you express gratitude for what you have, the more likely you will have even more to express gratitude for.” —Zig Ziglar As another year winds down to a close, and we head into another holiday season, those of us in the U.S. are preparing to gather together for annual Thanksgiving celebrations.

CX 243

CX Contact Center Education Customer Experience Management 243

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