cxservice360
DECEMBER 5, 2022
The ability to communicate clearly, both verbally and in writing, is one of the key qualities you need to possess to be an effective customer representative. More important is listening to what your customers say and responding appropriately. This post details five important skills that will help you gain this ability, leading to better customer. Read more.
Adrian Swinscoe
DECEMBER 5, 2022
This is a guest post by Amanda Winstead, a freelance writer from the Portland area. Customer service should be one of the top priorities for every […]. The post Why you should prioritize accessibility in your customer service experience first appeared on Adrian Swinscoe.
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Inside Customer Service
DECEMBER 8, 2022
Where did you learn your customer service skills? There's a good chance many came from experience. You might even remember specific customer interactions that taught valuable lessons. Sure, you might have taken a class. Perhaps you had a good boss or mentor. Yet those lessons often didn't sink in until you tried them out with a customer. That's my story.
Intercom, Inc.
DECEMBER 6, 2022
Our mission – the change we want to create – is to make internet business personal. Whether we’re creating tools that improve personalization or strengthening our privacy and security, Intercom has always been committed to bringing a personal touch to every change we make to our product. This is the ninth post in a series exploring our product principles.
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.
Fonolo
DECEMBER 6, 2022
Entrepreneur and CRM expert Bobby Darnell describes business development as a “contact sport.” He’s right! When it comes to contact center development, what Darnell means is that you must engage. You can’t passively improve a call center. . As leaders and managers, you need to get down and dirty with metrics, KPIs, and agent performance to run a successful contact center.
Adrian Swinscoe
DECEMBER 9, 2022
Today’s interview is with Adrian McDermott, Chief Technology Officer at Zendesk. Adrian joins me today to talk about the new Zendesk CX Accelerator report, the main […]. The post Even CX champions are struggling to keep up with rising customer expectations – Interview with Adrian McDermott of Zendesk first appeared on Adrian Swinscoe.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Customer Think
DECEMBER 6, 2022
Have you tried using SMS marketing for your business? SMS marketing is a form of mobile marketing that uses text messages to promote products or services. It is commonly used by businesses to send promotional messages, discounts, and special offers to their customers. You can use it to remind customers about upcoming events, such as […].
Lumoa
DECEMBER 8, 2022
People give public reviews on your product whether it’s on the App Store or Play Store, on TrustRadius or Capterra, on Tripadvisor or Booking.com. And, it’s more likely that you’re very familiar with how many stars or thumbs up you get on average. On the other hand, you might not know why people rate your product high or low. Recently, we organized a webinar about how to integrate public reviews using Lumoa where “that cool guy Garen” showed: How to bring public rev
Shep Hyken
DECEMBER 9, 2022
This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. He shares how you can align your customer’s journey with their brand expectations. The customer journey is essential to any company’s success. And in today’s digital age, customer service is now more important than ever before.
Steven Van Belleghem
DECEMBER 4, 2022
It’s Amara’s law. In cases like these, I always have to think about Roy Charles Amara who was the president of the Institute for the Future and who coined Amara’s law on the effect of technology in 2006: “We tend to overestimate the effect of a technology in the short run and underestimate the effect in the long run”. This effect is perhaps not exactly new, but it does clearly explain why hitting that 90% rate happens pretty fast (well, you know, considering…), while it takes a very
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Customer Think
DECEMBER 4, 2022
Business-to-business (B2B) sales prospecting is a process that requires a lot of time, effort, and energy. You are constantly trying to find new leads and reach out to them in the hopes of converting them into customers. And even when you do manage to get in touch with a potential customer, there is no guarantee […].
Zonka Feedback
DECEMBER 5, 2022
You develop your products by putting in your best efforts, but do you know whether your users like your product or not? What features do they love, and what they don’t? Do they feel there is something missing in your product? The way to get answers to all these questions is by collecting Product Feedback.
Shep Hyken
DECEMBER 6, 2022
The Chief Moment Officer . Building a Customer-centric Culture From the Frontlines to the C-suite. Shep Hyken interviews Diane Hopkins, Certified Experience Economy Expert, CEO of ExPeers Consulting and author of Unleashing the Chief Moment Officers. She shares how to leverage the insights of your frontline staff to design customer experiences and create a customer-centric culture. .
The DiJulius Group
DECEMBER 6, 2022
“More than a chance to work from home or anywhere. People want flexible hours, which I think is what we’re here to discuss.” –Adam Grant Where did the 5-day work week come from, anyway? Who invented it? It is right for 2023 or is there better alternatives? Could 4 days be the flexible future of. Read Full Article. The post The (Flexible) Future Of Our Work Week appeared first on The DiJulius Group.
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.
Customer Think
DECEMBER 6, 2022
In an article for Computer Weekly titled Efficiency to Empathy: Customer Experience in Cost-of-Living Crisis, Madeline Bennet encourages urgent action to improve customer experiences. Madeline writes: A recent survey of 2,000 shoppers from customer eng.
Beyond Philosophy
DECEMBER 8, 2022
People tend to be less sensitive to improvement the more things improve. 9Diminishing sensitivity is why what exceeded customers’ expectations and delighted them in your experience on its introduction becomes what customers expect and appreciate—but don’t celebrate—upon return. So, let’s look at what diminishing sensitivity today means to your experiences, the implications of it in your customer evaluations, and what you can do about it.
Heart of the Customer
DECEMBER 7, 2022
“Executives speak three languages: finance, finance and finance.” – Jeff Hiatt, Prosci Founder NRR > NPS Speaking finance is tough for customer experience leaders. One key reason, which I discussed last week, is that we don’t often include financial information in our survey platform, which restricts us to discussing survey metrics. And no matter how […].
The DiJulius Group
DECEMBER 7, 2022
In this episode, John welcomes best-selling author and generational guru Mark Perna. Mark is the founder and CEO of TFS Results, a strategic consulting firm. He also serves on the Advisory Council for the Coalition for Career Development in Washington, DC. Through his company, Mark is leading the national paradigm shift in education and workforce. Read Full Article.
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?
Customer Think
DECEMBER 8, 2022
Not All Customers Want to Help Themselves Self-service is an increasingly sought-after offering, as digital-native consumers now expect to troubleshoot issues on their own before reaching out to a representative. This should come as no surprise, as consumers have always demanded the breadth of options that comes with sophistication and personalization.
Beyond Philosophy
DECEMBER 5, 2022
There is plenty of bad news to be had about a recession. However, if you think about it, there are some silver linings, too. With that in mind, we are going to explore some of these surprising advantages to manage how we respond to the looming threat of recession that we all are doing business under today. Before we get into that, I would like to start with our younger listeners by explaining that recessions are part of a normal economic cycle.
ClientSuccess
DECEMBER 5, 2022
What is a Customer Advisory Board (CAB)? A Customer Advisory Board (CAB) is a powerful tool for SaaS companies to maximize customer success. It helps drive better relationships between customers and the company, ensure customer satisfaction, and increase loyalty. Here are some top advantages that CABs can offer your company: • Strengthen relationships with key customers. • Increase customer satisfaction, retention, and loyalty. • Receive invaluable customer feedback on products, services, and st
CSAT.AI
DECEMBER 8, 2022
Value-added Work vs Non-Value-Added Work How Does This Apply to Customer Service? Customer Service Management Non-Value Added Activities Customer Service Agent Non-Value Added Activities Ideas for Identifying and Eliminating Waste The Human Touch Has Value. Value-added Work vs Non-Value-added Work. Value-added (VA) activity is what a customer will pay for or pay more for: a product, service or better customer service.
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.
Customer Think
DECEMBER 8, 2022
Your brand reputation matters. With a better brand reputation, people will be more likely to make purchases with your company. Your existing customers will be more loyal, and your competition will be less threatening. Additionally, brand visibility may increase, which means you’ll have a chance to reach more people than ever before. So, how do […].
Beyond Philosophy
DECEMBER 3, 2022
Customers are fickle. Or at least they appear to be. What once may have exceeded your customer’s expectations one day becomes ordinary the next. That’s because People become less sensitive to change as things improve. It’s called Diminishing Sensitivity, and it’s the reason that sometimes you have to work harder to “Wow!
MyCustomer Experience
DECEMBER 7, 2022
In 2020, we saw rapid growth and transformation as businesses responded quickly to uncertainty and changes brought by the pandemic. However. 7th Dec 2022. By Peter Lorant COO EMEA.
Shep Hyken
DECEMBER 7, 2022
When a client is interested in engaging me to speak at their meeting, I’ll usually ask in our initial call, “Why is hiring a customer service speaker important to you at this time?” . We get many different answers that include low customer satisfaction, ratings are slipping, we are great and want to stay great, and our competition is always trying to catch up to us, and we need to stay ahead.
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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
Customer Think
DECEMBER 4, 2022
Photo by Christian Velitchkov on Unsplash Companies around the world strengthen their email marketing during the holidays. Not only is there amplified potential but also, it’s the most competitive season. According to data published by the NFIB, one-third of small businesses report that the fourth quarter is their most profitable. Some approaches are obvious, like […].
Comm100
DECEMBER 7, 2022
Todays’ students expect a lot from their university or college, and so they should. The average cost of tuition and fees to attend a private college in the US is over $38,000. With such high costs, it should come as no surprise to hear that their students have high expectations of their school. However, for many students, there is a key area in which their expectations are not being met — digital support.
Zonka Feedback
DECEMBER 6, 2022
The growth of the eCommerce industry has been absolutely astounding in the last few years.
Shep Hyken
DECEMBER 5, 2022
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. The Top 5 Guest Loyalty Trends and Predictions to Watch for 2023 by Ellis Connolly. (Hospitality Net) We are officially on the eve of a new year, already moving through the holiday season at the signature blink-and-you-might-miss-it pace that is seemingly synonymous with th
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
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