Intercom, Inc.

OCTOBER 9, 2019

The range of work we do as product managers is so broad that we inevitably end up finding inspiration from all sorts of sources, whether it’s books on business strategy or essays on design. However, the book that has given me the most insight into the nature of my work is somewhat unlikely – psychologist Daniel Kahneman ’s non-fiction bestseller Thinking, Fast and Slow. “Our brain has two very distinct modes of thought: System 1 (fast, automatic, and impulsive) and System 2 (slow, consciou

Entertainment 201

Entertainment Start-ups 201

Callminer

OCTOBER 7, 2019

To get maximum value from your data, leveraging the right data analytics tools is a must.

182

182

Beyond Philosophy

OCTOBER 11, 2019

A practical guide to Customer decision making. When the Nobel-prize winning economist professor Daniel Kahneman wrote his book Thinking Fast and Slow , he introduced the concept that we had two ways of thinking about things. He named them System 1 and System 2. The two systems work together to help us make decisions about things. When we applied these concepts to decision-making in Customer Experience for our book, The Intuitive Customer, we renamed them.

Customer Loyalty 114

Customer Loyalty Customer Experience 114

Fonolo

OCTOBER 9, 2019

The RingCentral Avaya announcement from last week had a lot of industry watchers scratching their heads. The benefits to RingCentral were clear: They just bought an exclusive position for their UC offering with the world’s largest reseller ecosystem. But what is Avaya’s main benefit? Obviously, the cash component was a key to it. (Although I don’t fully understand the inner-workings of that cash-crunch.

Contact Center 104

Contact Center Sales Technology Technology 104

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Intercom, Inc.

OCTOBER 8, 2019

As a content designer, I often struggle to explain my role. The job is notoriously difficult to define, it looks different at every organization, and it has a ton of overlap with other roles. Content design is practiced by people with a dizzying array of job titles: product designers, UX designers, content strategists, interaction designers, information architects, technical writers, engineers, product managers, etc.

Start-ups 171

Start-ups Engineering 171

Customer Bliss

OCTOBER 10, 2019

Today, leaders in just about every industry understand that improving customer experience is essential for ease of customer interactions, reputation management, business efficacy, and overall success. Customer experience is already a core focus for many retailers, but diverse organizations including governmental bureaus , grocery stores , and financial service institutions are implementing CX changes to better accommodate customer needs.

Customer Experience 101

Customer Experience Finance Innovation CX 101

The DiJulius Group

OCTOBER 9, 2019

*The following is content taken from John’s newest book The Relationship Economy, Building Stronger Customer Connections In The Digital Age AVAILABLE October 8, 2019. There is a seismic shift happening today. Technology is changing the world, and not always for the better. For all the benefits it is bringing to businesses, it is coming. Read Full Article.

Technology 90

Technology Technology Customer Experience 90

Intercom, Inc.

OCTOBER 10, 2019

? ?. You’ve probably heard the parable of the six blind men and the elephant: One touches the trunk and says, “It’s a snake.” Another, touching a leg, disagrees: “No, it’s not! It’s a tree.”. Another feels the ear and mistakes it for a fan. The one touching the body is sure he’s run into a wall. The one with tail in hand knows he’s holding a rope. And the last one, with his hand on a tusk, is certain he’s touching a spear.

Start-ups 168

Start-ups Technology Technology Social Media 168

Fonolo

OCTOBER 10, 2019

If you were to check your company’s social media mentions right now, there is a very good chance you would find customers trying to get your attention. According to J.D. Power , 67% of online users are leveraging social media to get in touch with companies for support. There is no question that ignoring them is a major customer service faux-pas. If your team is going to engage with customers on social media, there are a few best practices to keep in mind before you get started. .

Social Media 73

Social Media Customer Service Social Listening Omnichannel 73

Customer Bliss

OCTOBER 9, 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. Anybody else get a sense of foreboding as the car salesman ushers you into that door, marked “Finance and insurance?” You’re relieved you got the price you wanted on the car.

Finance 71

Finance Sales CX 71

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

TeamSupport

OCTOBER 11, 2019

You’ve given them countless product demos. Made executive trips to their headquarters. Answered their questions on Saturday mornings. Invited their European team out to dinner. Your team put in the work and finally won the deal. Congratulations! Now, is it really on to the next one? For sales yes, but for your entire company it definitely shouldn’t be.

B2B 70

B2B Sales Customer Experience Customer Relationship 70

Heart of the Customer

OCTOBER 10, 2019

I go to a lot of Customer Experience (CX) events. Although I learn a lot of new things, I also hear some common concerns throughout all of them. No matter the venue, you can be certain that somebody in the audience will ask a presenter, “How can I get executives to care about customers?” That’s […]. The post Don’t Ask How to Get Executives to Care About Your CX Program; Ask Instead How You Can Support Your Executives appeared first on Heart of the Customer.

CX 60

CX Voice of the Customer Customer Experience Customer Journey Map 60

Kate Nasser

OCTOBER 5, 2019

We ask customers to do something hard -- trust us. So remember customers need to trust we will do the following. By Kate Nasser, The People Skills Coach™ | Customer Service | Customer Experience | Leadership | Teamwork. The post Customers Need to Trust We Will … | #CustServ National Customer Service Week appeared first on KateNasser.com.

Customer Service 67

Customer Service Customer Experience 67

Chip Bell

OCTOBER 8, 2019

Fall leaves are a lot like customers. They typically don’t depart simply due to the lure of a competitor like gravity invites a leaf to the ground. They are pushed out by the negative force of poor service or indifferent service. All my life I thought that fall leaves departed the tree because they got too old to hang onto the branch and gravity bested their grasp.

Social Media 66

Social Media Customer Relationship Customer Loyalty Customer Expectations 66

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

CSAT.AI

OCTOBER 11, 2019

Happy Customer Service Week! One of the things I feel most strongly about is that customer service professionals should never ever be sworn at, demeaned or abused. Sometimes agents feel powerless, and can’t tell a customer they’ve crossed the line. Agents are afraid that if the abuse is not accepted with a smile they’ll lose their job. So they swallow the pain to get through the day, to get that paycheck.

Innovation 52

Innovation Customer Service Sentiment Analysis Sales 52

DMG Consulting

OCTOBER 11, 2019

Making RPA Positive for Employees. Robotic process automation (RPA) is a logical approach for companies to take in order to improve productivity and quality. The three primary categories of RPA solutions are: Attended – the ability to “sit side-by-side” with an agent or employee at their desktop application and assist them with their tasks, such as looking up a knowledge article based on the screens an employee visited or by completing a form by populating data from internal or external data so

Contact Center 48

Contact Center Artificial Intelligence AI 48

ClientSuccess

OCTOBER 8, 2019

As a CSM or customer success leader, you know the importance of success – not just for your customers, but for your department and your business as a whole. But what is the best way to define success in these avenues? Success isn’t based on “we think” or “we feel”. It’s based on data. And to get good data, you have to have good metrics in place. In the Software-as-a-Service (SaaS) space, it’s important to follow the right data points in order to make smart, customer focused decisions.

Net Promoter Score 49

Net Promoter Score NPS Customer Retention Start-ups 49

Allen Speaks

OCTOBER 10, 2019

My customer service keynote, A 2020 Service Strategy to Grow Your Business focuses on 5 specific strategies to grow your business through Common Sense Service. Today's article focuses on Step TWO. (if you missed the article on Step 1 it can be found HERE ): Evaluate what your organization needs to do to implement these important steps moving toward 2020: 1.

Sports 52

Sports Customer Relationship Customer Service Customer Expectations 52

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

CSAT.AI

OCTOBER 9, 2019

Happy Customer Service Week! Last week in prep for #CustomerServiceWeek2019, we celebrated customer service succes ses. This week we are celebrating the power of employee engagement with The Ritz-Carlton. Employee Engagement. Experts and reports agree, treating employees well is linked to business success. As Micah Solomon states in his Forbes article : “ you’re simply not going to succeed–or be able to sustain success–in customer service, unless you also serve the people who serve the cus

Customer Service 52

Customer Service Non-Profits Sentiment Analysis Education 52

Qualtrics

OCTOBER 9, 2019

If the winner of the 2016 Olympic men’s marathon raced the winner of the 1904 marathon, he would have won by nearly 90 minutes. That means that 2016’s winner could have run nearly two marathons in the time it took the 1904 winner to run one. Today’s runners are uncatchable speed machines compared to previous generations. Even today’s high school kids regularly beat world records set in the 1930s.

Technology 28

Technology Technology Gambling Sports 28

SugarCRM

OCTOBER 10, 2019

Many studies have shown that providing the best customer experience impacts your top line. Customers buy more, and renew more often, if they feel they have they received a great experience. It’s simply not enough to have the best product in your already crowded marketplace. A great customer experience that augments your product is now a must. Customer experience spans the entire buyer journey from pre-sale to post-sale; the most profound impact on customer experience is in the latter stage.

Customer Service 27

Customer Service Innovation Engineering Sales 27

CX Accelerator

OCTOBER 7, 2019

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?” This article will help you understand what a CX strategy is and how to build one by adapting the philosopher Vanilla Ice’s famous words, “.

CX 261

CX Customer Experience Non-Profits Contact Center 261

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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

Beyond Philosophy

OCTOBER 11, 2019

I complain a lot about companies that get Customer Experience wrong. Today, I am going to take another angle and explore how one company has taken on the Customer Experience journey and gets it right. RICOH Canada has done some incredible work in improving Customer Experience. They increased their Net Promoter Score® (NPS) by 34 points over 30 months and enjoyed a ten percent increase in sales.

Customer Experience 126

Customer Experience NPS Net Promoter Score B2B 126

Qualtrics

OCTOBER 7, 2019

At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. This is Cody’s “Why Qualtrics” story. My why has always been people. There’s a reason there are billions of people on earth – we’re here to help each other, learn from each other, love each other, and so much more!

Technology 28

Technology Technology Engineering 28

SugarCRM

OCTOBER 8, 2019

Your business can grow without marketing but will die without Customer Relationship Management (CRM) software. Exceptional customer experience is the key to cultivating customers for life and successful business growth. Let’s Talk Marketing. Digital Marketing is all the rage these days. Inbound marketing, social media marketing, SEO, PPC, the list goes on….

CRM 20

CRM Data Entry Customer Experience Customer Relationship Management 20

CX Accelerator

OCTOBER 7, 2019

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?”. This article will help you understand what a CX strategy is and how to build one by. adapting the philosopher Vanilla Ice’s famous words, “.

CX 182

CX Customer Experience Non-Profits Contact Center 182

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

Totango

OCTOBER 7, 2019

We are excited to release more content on our journey to IBIZA. We’re almost there, hold tight! . Create Accounts via Rapid Insights Forms. We are happy to share that Rapid Insights forms now not only enable you to streamline data input into Totango from members of your team, but also allow your team members to create a new customer account directly (within their set permissions). .

CRM 9

CRM 9

Qualtrics

OCTOBER 11, 2019

One of the key building blocks to creating a truly exceptional employee experience is cultivating an environment where employees feel free to both share and receive open and honest feedback. By building a culture of open and trusted communication, we can create a more engaging, creative, and authentic workforce where employees feel deeply connected to the goals and objectives of the organization.

Close the Loop 26

Close the Loop Construction Innovation 26

Fonolo

OCTOBER 8, 2019

Back in 2017, The Economist boldly declared that “The world’s most valuable resource is no longer oil, but data.” As we head into 2020, no one would bat an eyelid at this statement. Big data is now used to address an increasing variety of business problems, from product launches to fraud and compliance. As retail contact center leaders gear up for the busiest time of the year, big data may be the last thing on their minds.

Retail 92

Retail Contact Center Social Media Compliance 92

CX Accelerator

OCTOBER 7, 2019

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?”. This article will help you understand what a CX strategy is and how to build one by. adapting the philosopher Vanilla Ice’s famous words, “.

CX 182

CX Customer Experience Non-Profits Contact Center 182

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