Intercom, Inc.

JULY 14, 2020

Customer success – every business wants to invest in it but only a few know what it actually entails or how to do it well. There are a lot of words that get thrown around with customer success: problems to be solved, implementation, product experts, expansion, strategic partners, technical advisors, proactive versus reactive. But what does all this really mean, and how will it help us help our customers be more successful?

Start-ups 249

Start-ups Customer Relationship Customer Loyalty Sales 249

Beyond Philosophy

JULY 16, 2020

I’m obsessed with memory. I love the subject and discussing the behavioral sciences that explain it. Today, we decided to address memory and how crucial it is to enhance your customers’ recollections of their experience with you. We discussed this concept on a recent podcast with guest Zoey Chen, assistant professor of marketing at the University of Miami School of Business.

Start-ups 195

Start-ups Government Customer Feedback Customer Experience 195

eglobalis

JULY 13, 2020

Retail Digital and Physical Experience Can Still Satisfy Europeans during COVID-19. The post Retail Digital Experience Can Still Satisfy Europeans during COVID-19 appeared first on Eglobalis.

Retail 133

Retail Customer Relationship Innovation CX 133

Fonolo

JULY 14, 2020

Flexible working arrangements have been commonplace for some time — even prior to COVID-19. Over 70% of employers who have implemented flexible working arrangements believe that it has had a positive impact on employee engagement and motivation. But many contact centers had yet to take advantage of the many benefits that come from offering your contact center agents flexible working arrangements.

Contact Center 126

Contact Center Hospitality Hospitality Retail 126

Speaker: Jason Cottrell and Brian Walker

Brands used to look for a commerce platform that could do everything. But over time, one vendor was no longer enough to meet a brand’s needs, so they added, and added, and added— and now it's essential that these vendors work well together. That’s composable, and it’s important to get it right. Customers and your board expect you to be in new channels and to adapt quickly to market change.

Customer Experience

Intercom, Inc.

JULY 14, 2020

As customers expect more and more out of support experiences, support leaders can risk burnout on their team to meet the escalating demand. In a recent study with over 600 support leaders, we found that smaller support teams (fewer than 100 agents) are less likely than larger teams (more than 100 agents) to say they can continue meeting accelerating customer expectations.

Customer Experience 224

Customer Experience Customer Expectations Start-ups Customer Satisfaction 224

Beyond Philosophy

JULY 11, 2020

The 5 Rules for Making and Managing Customer Memories. A lot of Behavioral Economics can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. What Are The Five Rules? I love the subject of customer memories. From how they form to how they change to how they drive your customer loyalty, customer memories are a crucial aspect of your Customer Experience.

Start-ups 140

Start-ups Customer Loyalty Customer Experience CX 140

Kate Nasser

JULY 12, 2020

To undo customer and employee anger & upset, find their powerless feelings & empower them. Kate Nasser, The People Skills Coach™, Author of Leading Morale. The post What Powerless Feelings Do to Customers & Employees | #Leadership appeared first on KateNasser.com.

Customer Service 119

Customer Service 119

Heart of the Customer

JULY 15, 2020

We had a great discussion on LinkedIn a few weeks ago about the disconnect between customer experience and leadership. This post kicked things off: As I interview CX leaders and CEOs, it’s been fascinating (but not surprising) to hear the vast differences in focus. CX people focus on survey results; their thoughts are on how to improve the experience in order to improve […].

CX 103

CX Customer Experience 103

TeamSupport

JULY 16, 2020

Stop playing ticket volleyball with your B2B customers. When you stop playing ticket volleyball with your B2B customers--bouncing tickets from agent to agent or even dev ops—and achieve swift ticket resolution with the right B2B customer support software, everybody wins. We conclude our four-part series about how a B2B customer support software solution like TeamSupport can help solve the many points associated with your current customer support system.

B2B 85

B2B Entertainment Customer Relationship Customer Experience 85

PeopleMetrics

JULY 13, 2020

In my last blog post , I offered 5 recommendations for re-opening your VoC program in light of COVID-19 closures. If you have not checked out that blog post, I highly recommend doing so ( click here to read ). In this blog post, I am offering a bonus recommendation for reopening your VoC program: Include video in your surveys. Why video? Video is what most engages customers.

VOC 71

VOC CEM Business Administration Machine Learning 71

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

Kate Nasser

JULY 12, 2020

To undo customer and employee anger & upset, find their powerless feelings & empower them. Kate Nasser, The People Skills Coach™, Author of Leading Morale. The post What Powerless Feelings Do to Customers & Employees | #Leadership appeared first on KateNasser.com.

Customer Service 88

Customer Service 88

Dealing With Humans

JULY 12, 2020

I have gone for quite some time without a post, not just because of being a bit overwhelmed where I work, but because I am watching an interesting societal phenomenon unfold, and I wanted to see it play out further before commenting. Now it’s time. I am beginning this with blatant self promotion. Go back and read all of the posts on this site, because human insecurity and need for relevance are showing themselves at levels many in the business of serving people would agree is alarmingly high.

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The DiJulius Group

JULY 15, 2020

1. Feature Article The 3 Questions You Need to Ask Employees About Their Leaders By John DiJulius, Chief Revolution Officer Former Southwest Airlines co-founder, Herb Kelleher was known as a rebel, innovator and a genuine leader who cared about his people. Forbes magazine said, “Kelleher was perhaps the best CEO in America.” Southwest has. Read Full Article.

Innovation 73

Innovation 73

Myra Golden Media

JULY 16, 2020

Digital workshops are super fun and include engaging learning activities, scenarios based on issues you bring, guided small group discussions in virtual breakout rooms, polling questions, and PDF workbooks. I’m facilitating digital workshops on de-escalation, call control, empathy, telephone skills, and more. Read course outlines or talk to me about a digital workshop for your company.

Customer Experience 62

Customer Experience 62

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ClientSuccess

JULY 13, 2020

For some customer success teams, looking for new customer onboarding software can be a long, multi-faceted process. For every great recommendation there is a negative review out there somewhere. And in the world of customer success, vendor recommendations are paramount. The right customer onboarding platform is extremely important to the long-term success of a business, so finding the solution that works best for your team is key.

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TeamSupport

JULY 14, 2020

Break down silos and build up communication among teams. In today’s hyperconnected world of business, it’s hard to believe that silos still exist between departments. Sadly, they do. But with the right B2B (business-to-business) customer support software, it’s easy for support, sales, and product development teams to all have full visibility into the history of the customer, what products they are using, and what communication has occurred throughout the relationship.

B2B 59

B2B Sales Customer Service Customer Relationship 59

The DiJulius Group

JULY 15, 2020

In today’s episode, Chief Revolution Officer John DiJulius and senior consultant Dave Murray from The DiJulius Group feature the man who revolutionized, not only the coffee industry but the entire retail and hospitality industry – Howard Schultz. Howard’s actions as a leader and what he had done to build Starbucks has created so much useful. Read Full Article.

Hospitality 68

Hospitality Hospitality Retail 68

Confirmit

JULY 16, 2020

The long-awaited return of the Confirmit 2020 AIR Awards is now open for entries. It’s a strange time, but now more than ever it’s certainly something to get excited about! Each year Market Research and corporate research winners tell us how they’re making an impact and bringing results to the business – and the awards prove it.

Voice of the Customer 52

Voice of the Customer Innovation Technology Technology 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

Doing CX Right

JULY 14, 2020

Delivering great customer experiences has become a top priority for many companies. Given the increased focus, employees and leaders with CX skills are in great demand. While on the job training and reading books provide great learnings, getting CX certified from a formal university program can accelerate your career. It did for me and that’s why I recommend you do the same.

CX 52

CX Artificial Intelligence Machine Learning Social Media 52

Knowmax

JULY 14, 2020

Onboarding best practices: Delivering great agent experience.

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The DiJulius Group

JULY 16, 2020

Eradicating racism from this planet is the ultimate goal. But for now, here’s how you can do your part in solving this issue of social inequality. Acknowledge publicly and privately that there’s a problem. Publicly acknowledge that racism exists, and it probably exists in your company. This is the first step because it opens up. Read Full Article.

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Confirmit

JULY 15, 2020

While the pandemic seems to have gone beyond the peak in many European countries and most of the restrictions have been relaxed, the situation is still quite worrying in Latin America. WHO reported by the end of May that for the first time this region concentrated the largest number of new daily cases, outpacing the US and Europe. Brazil only became the second country globally in terms of total infections.

Hospitality 52

Hospitality Hospitality Pharmaceutical Healthcare 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

Qualtrics

JULY 15, 2020

More than 60% of workers say they’d feel uncomfortable returning to a workplace right now. Three out of five people who switched to remote work during the pandemic said they prefer working at home to working in an office. Almost 9 out of 10 employees want the flexibility to work from home at least occasionally. Leaders across the globe are faced with difficult decisions as COVID-19 surges in some areas and drops in others.

Sports 36

Sports Transportation Hospitality Hospitality 36

1 to 1

JULY 16, 2020

Without question, the COVID-19 pandemic has laid bare consumers’ dependence on real-time digital services and experiences. When customers order groceries online, use telemedicine, stream movies, or message a customer support specialist, they’re confirming their demand for digital channels. But meeting customer demands in crisis mode is one thing and delivering an exceptional CX in a world transformed by the pandemic is another.

Contact Center 26

Contact Center AI CX Start-ups 26

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth. While many brands are struggling to deliver the relevant and delightful experiences to the customers, certain Customer Experience Leaders have broken the code and delivered what is considered to the best!

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

ProProfs

JULY 16, 2020

Recent global events have affected how organizations perceive their corporate training initiatives. People are starting to realize how important eLearning tools are in upskilling and reskilling the modern workforce. . But with various trends and fads flooding the corporate training landscape today, L&D leaders and HR professionals can’t help but get lost; thus, these “noise” make it hard for them to pick out the essential information.

Social Media 103

Social Media Gambling Education 103

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

Qualtrics

JULY 14, 2020

For Barry Callebaut - the world’s leading producer of chocolate products, perhaps best known for its Ruby chocolate - vegan products are seen as a key growth opportunity. But as an emerging and fast-growing market, Barry Callebaut wanted to understand generational and geographical nuances when it comes to vegan and plant-based experiences. “We don’t sell directly to consumers, but our customers need to understand how to position our products on the market,” explains Eva Teyssier, Consumer and Ma

Customer Feedback 29

Customer Feedback 29

Hodusoft

JULY 16, 2020

Ultimate customer service is the key to business growth and out beat market competition. Whether you are handling a small business or an enterprise, customer engagement is the key. Once your business delivers a satisfying customer experience, it can easily improve sales and ROI. Besides, you never know which channel customers like to connect with your business.

Contact Center 52

Contact Center Omnichannel Social Media Business Growth 52

The Squawk Point

JULY 13, 2020

Because a picture is worth a thousand words. (or numbers) you need to know…. There is a tried and tested way to communicate with data — Storytelling With Data. That infographics can be powerful — Information is Beautiful. But most infographics are not — The Guardian. That professional communicators are crystal clear — The Economist.

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Intercom, Inc.

JULY 16, 2020

As tech continues its path toward democratization, with better offerings available to more people, an odd contradiction has revealed itself: on the enterprise side of things, most software simply isn’t very good. By Loren Padelford’s estimate, tech is one of (if not the only) industries in the world where the more money you spend, the worse your experience becomes.

Artificial Intelligence 226

Artificial Intelligence Business Growth Sales Technology 226

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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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