Adrian Swinscoe
JUNE 21, 2023
This obituary was written by Nate Sanders, the co-founder and CEO of Artifact, the customer experience forecasting company. The Survey, a long beloved method of gathering […] The post Obituary: The Survey (1920s – 2023) first appeared on Adrian Swinscoe.
Beyond Philosophy
JUNE 22, 2023
Our recent guest on the podcast, author Vanessa Patrick , Associate Dean for Research, Professor of Marketing, and researcher in the Consumer Behavior Marketing field, has a new book, “The Power of Saying No: The New Science of How to Say No that Puts You in Charge of Your Life.” The book addresses the area of self-regulation or self-control.
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Bill Quiseng
JUNE 21, 2023
This June, I present each one of the Three Principles to Build Customer Loyalty. In this third week, here is Principle Three: Be Magnificently Boring! You have been happy that your customers leave satisfied. You have sold them a product or service that meets their wants or needs. Or you solved their problem for them. You were happy because, in the end, they were satisfied.
eglobalis
JUNE 20, 2023
Harnessing Real-Time Data for Improved Customer Experience CX Understanding The post Harnessing Real-Time Data for Improved Customer Experience Understanding appeared first on Eglobalis.
Speaker: Jason Cottrell
Brands used to look for a vendor who could do everything. Over time, one vendor was no longer enough to meet a brand’s needs, and they added, added and added. Now they need all their vendors to work well together. That’s composable, and only some will make the cut. As customers — and your board — expect you to be in new channels and to rapidly adapt to shifts in the market, the need for true composability is more crucial than ever before.
Adrian Swinscoe
JUNE 18, 2023
Today’s interview is with Minter Dial, an international speaker and a multiple award-winning author, specialized in leadership, branding and transformation. Back in February 2019, Minter joined […] The post Developing empathy within ourselves and the machines that we build – Interview with Minter Dial first appeared on Adrian Swinscoe.
Customer Think
JUNE 19, 2023
While we know that consumers value the opinions of their favorite influencers, attitudes toward traditional influencer marketing are changing. In a recent white paper from The Lacek Group, “Generationally Speaking: Gen Z Transforms Loyalty,” Montanna Cervenka points out that Gen Z thinks differently about influencer-driven content.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
The DiJulius Group
JUNE 19, 2023
The objective of a company’s hiring process is not to fill job openings with warm bodies. It doesn’t matter if you are a small, medium, or large organization, or you are the Director of Human Resources, Head of Recruitment, or a department leader. Nor does it matter if you are hiring seasoned people bringing a. Read Full Article The post Creating a World-Class Recruitment Experience appeared first on The DiJulius Group.
Fonolo
JUNE 22, 2023
The contact center industry boasts some of the most intelligent and innovative CX technologies out there. Visual IVR – now known as Fonolo’s Web Call-Backs – was one of the first self-service technologies to have a hugely positive impact on the customer experience. The Ultimate Call-Back Check List If you haven’t yet encountered visual IVR, the first thing to know is that it’s self-service at its best – and quickly becoming an essential tool for businesses that prioritize customer satisfaction a
Customer Think
JUNE 19, 2023
Today’s article includes an excerpt from my latest book, Built to Win: Designing a Customer-Centric Culture That Drives Value for Your Business (Advantage|ForbesBooks) along with some additional thoughts on the topic. Did you know that custom.
Zendesk
JUNE 20, 2023
Manufacturing companies can anticipate the future and show up strongly against competitors by delivering great customer service. Providing great products is not enough in today’s world–our research indicates that investing in CX is the essential tool for building a strong company and loyal customer base. Our State of Manufacturing report offers examples of how companies are evolving their customer relationships.
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.
TeamSupport
JUNE 20, 2023
In today's turbulent economy, businesses across the nation are grappling with challenges such as reduced staff, hiring freezes, and budget cuts. In fact, 91% of CEO’s firmly believe we are on an imminent path towards a long lasting recession. Compounding these hurdles is the fact that providing excellent customer support is facing its own set of challenges.
Beyond Philosophy
JUNE 17, 2023
You probably don’t say no to people enough, especially if it’s to your boss. Like most of us, you are conditioned to cooperate with others, which means we usually say yes to most requests to avoid conflict. However, learning to say no in the right way, might also avoid conflict while simultaneously giving you back control over your life.
Customer Think
JUNE 21, 2023
With countless choices at their fingertips, a strong brand reputation in the eyes of the consumer is crucial to the success of every business. The advantages of a positive business reputation can be seen in increased customer acquisition, greater customer loyalty, trust in your brand, and a boosted performance overall.
Totango
JUNE 21, 2023
We are thrilled to announce an exciting new product as part of our Composable Customer Success platform: Totango In-App ! Advanced by the acquisition and integration of Lou, a digital adoption tool, Totango In-App will allow enterprise businesses to deliver compelling in-product experiences to their users even as they manage the broader customer journey with the Totango platform.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Taylor Reach Group
JUNE 20, 2023
We are excited to announce the merger of SKWeston & Company (SKW) and the Taylor Reach Group (TRG), and the acquisition of this merged company by Jerry Briggs. The merger of TRG with SKW The Taylor Reach Group is a globally recognized contact center and customer experience consulting firm, specializing in sourcing strategies, customer experience, customer service/support, and contact center assessments.
C3Centricity
JUNE 17, 2023
Things are moving faster than ever these days, aren’t they?
Customer Think
JUNE 19, 2023
Image source: [link] Customer experience culture is a set of values, beliefs, and behaviours that a company adopts in order to create a customer-centric culture. This ‘’culture’’ ensures that every employee in the organisation is committed to delivering the best possible experience for the customer. Based on the company ‘’mindset’’ and approach.
The Customer Service Blog
JUNE 23, 2023
Manchester City have won the ‘Treble’ (The Premier League, the FA Cup, and the European Champions League). Above are some photos of me taken at City games last season! But why is the Club so successful? It’s really not just down to spending lots of money (like the jealous supporters of their rivals claim). Many of the top football clubs in the UK have spent just as much money as Manchester City, but they have not had anywhere near the same amount of success.
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.
Zendesk
JUNE 23, 2023
At Zendesk, championing equality and inclusion for all is woven into the fabric of our culture and values. We believe each one of us has the power and the responsibility to make a real difference, and that our business—and its employees—can be a powerful engine for change. Our Pride month celebrations are a glittering testament to this spirit. From confetti cannon-filled parade floats and coordinated dance routines to supporting impactful initiatives and nonprofit organizations, Zendesk has reco
Zonka Feedback
JUNE 23, 2023
Take action on Customer Feedback collected for your SaaS Product to enhance customer satisfaction. Find out how you can effectively Close the Feedback Loop and Improve your SaaS Product. Ignoring Customer Feedback is as detrimental as not collecting it at all. It renders all the effort you put into reaching out to your customers and gathering feedback pointless.
Customer Think
JUNE 19, 2023
Basketball season always reminds me of the power of teamwork. The best basketball teams function as a cohesive unit for the good of the organization and the desired outcome. While bad teams can win games, accomplish some of the organization’s goals, and excel in some aspects, their success is usually unreliable.
NGDATA
JUNE 22, 2023
Customer data platforms (CDPs) and customer relationship management (CRM) software have similar functions but differ in their primary purpose. Let’s start by understanding each one of them separately. A CDP is a system specifically designed to create a customer database that includes complete historical and behavioral data about the customer. The information could include website visits.
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?
SixteenVentures
JUNE 22, 2023
Understanding customer churn can be one of the most challenging, yet essential elements for the success of any SaaS business. Knowing why customers leave, how to anticipate these departures, and ultimately, how to prevent them, can make the difference between a business that thrives and one that merely survives. In this blog post, we delve […] The post Understand, Classify, and Effectively Analyze Churn appeared first on Customer-centric Growth by Lincoln Murphy.
RateMyService
JUNE 22, 2023
Investing in Customer Experience: A Necessity Even in Challenging Times As businesses navigate challenging times, it’s crucial to recognize the immense value of investing in customer experience. Hard times are ahead. As businesses navigate these challenging times, it’s crucial to recognize the immense value of investing in customer experience. Many companies tend to cut back on investments in customer experience, thinking it won’t make much of a difference.
Customer Think
JUNE 21, 2023
Peel back the layers of many successful customer experience strategies and you’ll find that accountability sits with the Chief Customer Officer (when they have one). It also sits with the Chief Design Officer (or equivalent). Collaboration between the two leads can have a significant impact on the quality of your CX.
Zonka Feedback
JUNE 22, 2023
Looking for ways to enhance customer experience? Opt for multi-channel customer satisfaction strategies to meet the needs of your customers and build stronger relationships with them. Ever wondered about the secret behind the massive success of customer-centric companies like Amazon or Zappos?
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.
Logicalware
JUNE 22, 2023
In today’s fast-paced business landscape, providing exceptional customer support is crucial for maintaining a competitive edge. As customer expectations continue to rise, organisations are seeking advanced solutions to streamline their contact centre operations and enhance customer satisfaction. Puzzel’s Case Management software is a comprehensive solution designed to optimise customer support processes, improve efficiency, and deliver outstanding experiences.
Helpt
JUNE 21, 2023
Introduction We're living in a world that thrives on immediacy and constant connectivity. We expect our issues to be addressed instantly, and downtime is seen as a cardinal sin. In this context, Managed Service Providers (MSPs) have a crucial role to play. They are responsible for managing and resolving technical issues, and their service quality can greatly impact the efficiency and productivity of the businesses they support.
Customer Think
JUNE 22, 2023
Customer experience is paramount in this competitive eCommerce world with evolving innovations and technologies. In this digitally fast-paced life, offering customers a seamless experience for improved conversions is crucial. One platform that has emerged exceptionally over recent times is Magento 2.
Zonka Feedback
JUNE 22, 2023
Unlocking the secret to exceptional Customer Experiences lies in listening to the voice of your customers. Let's learn VoC Survey Questions to gain customer insights and elevate customer experience. Voice of Customers refers to the feedback provided by customers that describes their needs, expectations, and experience with your products, services, and overall business.
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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
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