Callminer
MAY 6, 2019
Contact center efficiency is a struggle for managers at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge.
Intercom, Inc.
MAY 7, 2019
There’s a stat that should strike fear in the heart of every marketer, but particularly those involved in publishing content. By next year the digital data created and copied – everything from iPhone snaps to the billions of hours of TV streamed by Netflix every month – is predicted to hit 44 trillion (44,000,000,000,000!) gigabytes per year. For content marketers, that’s a staggering amount of digital noise that you’re struggling to break through to be heard. “There is one simple strategy
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Beyond Philosophy
MAY 8, 2019
In 2004, I presented to an insurance company in Germany about how they should be evoking the proper emotions in their customers. It was a tough audience. One of the guys asked, “How much money are we going to get back by doing this?”. It was not an unfair question, but it was one for which I had no answer. We needed to change that and so began two-years’ worth of research with the London Business School to identify which emotions drive and destroy value.
Lumoa
MAY 7, 2019
What is Customer Retention is and how can you improve it? We share the best tips on how to improve Customer Retention and tell you more about other relating KPI:s you can use.
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.
Callminer
MAY 8, 2019
Many contact centers are new to defining what employee engagement looks like, measuring, and figuring out how to tie employee performance to overall company goals.
Intercom, Inc.
MAY 6, 2019
All products share a universal problem, no matter how long they’ve been around or how well they are built – the problem of customer inertia. The sad truth is your potential customers are probably more comfortable staying where they are rather than taking a chance on something new. Luckily, there are ways to convince them to make a switch and increase your product adoption.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Myra Golden Media
MAY 7, 2019
After six weeks in the hospital, we got the news that Dad would be released and that he would go to a rehab center eight miles away. Mom called me frantic, “He’s so weak, I have no idea how I’ll get your dad into the car to take him to rehab.”. In my customer service workshops, I improve the customer experience by challenging employees to consider, “ What else does my customer need to know?
Customers That Stick
MAY 9, 2019
In this One Win Book Review, we take a look at The Intuitive Customer by Colin Shaw and Ryan Hamilton. Check out the video below to hear Adam’s one win that you can take away from The Intuitive Customer to improve your organization’s customer experience and customer service. About The Intuitive Customer. FROM THE PUBLISHER: Consumers are unreasonable – but they’re not stupid.
Intercom, Inc.
MAY 8, 2019
What does this have to do with marketing? Well, in this day and age, the world of marketing can also seem similarly mysterious, except that new tactics and spaces are emerging every year instead of every 100. If it’s not Facebook modifying its Newsfeed algorithm , it’s Google shaking up AdWords and DoubleClick – requiring marketers to constantly redraft once tried-and-true roadmaps.
Return Customer
MAY 8, 2019
A business can be nothing without its customers. Whether they are high-end clients, repeat staples or one-off transactions, customers are customers, and all should be treated with the respect and benefit to your business that they deserve. Quite simply, poor customer service will eventually spell the end of an organization – according to the White House Office of Consumer Affairs, customers who are the victims of an unhappy experience will tell 9 to 15 people about it.
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Myra Golden Media
MAY 6, 2019
Back in my call center days, I paid a consultant a wad to tell me to, “Give your employees time after each call to debrief with their co-workers, and create a culture where they can turn to each other for advice and guidance for how to navigate a tough call.” Here are the top three things my consultant advised me to do immediately to achieve the goals she set for me. 1.
Taylor Reach Group
MAY 7, 2019
By Colin Taylor. I asked a client recently how they had determined their contact center hours of operation. After a long pause they replied “I don’t know.” Many organizations don’t think too much about their hours of operations, or HOOPs; they are just a fact of life. The contact center is staffed during this window of time to answer inquiries and contacts from customers and prospects.
Beyond Philosophy
MAY 10, 2019
We don’t like uncertainty. It affects our lives in many ways, and especially as customers. Consider the fact that we buy insurance. We purchase peace of mind that we are covered if something unlikely (and terrible) happens. Likewise, we buy Powerball tickets in the improbable event that we will win. In other words, we are terrible at estimating the probability of unlikely events, for good or ill.
Customer Service Life
MAY 6, 2019
This article was originally published on CustomerThink on February 28, 2019. Click here to read the original post. I’ve recently been collaborating with my colleagues to improve customer satisfaction for one of our clients. While our approach has many aspects to it, one of the key initiatives has been to establish a new voice and style for how we interact with customers.
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.
Heart of the Customer
MAY 9, 2019
The Heart of the Customer blog is a place where we share our insights on journey mapping, offer best practices based on our experiences, and share CX practitioner interviews – and we don’t normally place promotional items here. We are making an exception this week; as Jim Tincher and I prepare to release our journey mapping book this month, we want to get the word out about a new Heart […].
Customer Bliss
MAY 7, 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?
Kate Nasser
MAY 4, 2019
Do you want to make customers smile? If you mean more than entertain them, here are guaranteed steps to wow 'em. Kate Nasser The People Skills Coach™ #CX #CustomerService #CustServ #Sales. The post Make Customers Smile w/ These Guaranteed Steps | #CX #CustServ appeared first on KateNasser.com.
Fonolo
MAY 8, 2019
This blog series explores two separate experiences related to the airline industry. In Round I, we looked at our CEO’s experience with Air Canada. This week, Fonolo’s Digital Marketing Manager describes his interaction with United Airline’s pre-flight customer service. And the experience is quite different indeed. While the airport and in-flight experience have United, Delta, and JetBlue offering guided meditations to help you chill out and destress, airlines have yet to find an antidote
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?
ClientSuccess
MAY 8, 2019
I’m excited to continue on with our blog series on customer success metrics. In our last post on this topic, we covered the top four categories of customer success metrics. The topic I will cover in this blog is on the top five customer success health metrics. I will also throw in a few runner-ups. You can also read the top 5 customer success financial metrics by clicking on the link.
ProProfs
MAY 7, 2019
We need technology in every classroom and in every student and teacher’s hand, because it is the pen and paper of our time, and it is the lens through which we experience most of our world – David Warlick. Innovation in technology has led to major advancements in the education industry. Online classes, video conferencing, online assessment software and artificial intelligence are just some of the innovative learning concepts used in the classrooms today.
CSAT.AI
MAY 8, 2019
Beth contacted her wireless provider via chat to ask about data upgrade options for her phone plan. The customer service rep, Dale, answered her question with ease. Beth thanked him. They talked about how cool the most recent “Game of Thrones” episode was, and then Beth closed the window. The chat, however, was not ended. Will the interaction time out and the chat end if Dale waits?
CX Journey
MAY 8, 2019
Image courtesy of Pixabay I originally wrote today's post for CallidusCloud. It appeared on their blog on July 12, 2018. When companies focus on people, their people - employees first, then customers - the numbers will come. This is a tough concept for a lot of executives to grasp. They know the old management adage, companies are in business to maximize shareholder value, all too well.
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.
Kerry Bodine
MAY 7, 2019
Hot off the heels of my announcement of our new project manager, Jade Mulé , I’m excited to announce our latest addition to the Bodine & Co. team , Kevin Corcoran. As a CX Consultant at Bodine & Co., Kevin will be challenging our clients to look deeply at their numbers, while also allowing the human element of data be the voice in guiding business transformation.
The DiJulius Group
MAY 8, 2019
Do you really know how good your company, your locations, or departments are at customer service? The DiJulius Group has created an incredibly powerful tool, called the Company Service Aptitude Level Test (C-SAT), which not only pinpoints the Service Aptitude Level of your organization but, even more importantly, lets management know where your strengths and.
ClientSuccess
MAY 10, 2019
We’re excited to unveil the new logo of the CS100 Summit. The new logo incorporates our mission to build global customer success leadership summits with the best content, the best experiences, and the best connections. The CS100 Summit is the premier conference for customer success executives & SaaS leaders. Customer success leaders and SaaS executives come from all over the world to experience the magic of the CS100 Summit.
Help Scout
MAY 5, 2019
There’s nothing scarier than opening up your inbox and seeing an unexpectedly huge queue. Your first instinct is to ask, Is there something wrong? Should I let someone know? Did Oprah put us on her favorite things list again? If the count is high enough, you may even start bordering on a panic attack : Your brain starts to scramble to solve the situation while your body feels almost paralyzed in its movement.
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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
Hodusoft
MAY 5, 2019
Customer satisfaction and great customer experience is the essence of success for any organization. When a business has a large volume of calls, sometimes it is difficult to manage the superior customer experience for all customers on call. Thus, HoduSoft has designed and developed a robust solution to this problem. We have created a contact center software called HoduCC that allows you to manage large call volume with optimal customer service efficiently and effectively.
The DiJulius Group
MAY 6, 2019
This guest article is brought to you by Patricia Fripp, speaker at the 2019 Customer Service Revolution. Whether your audience is one person or a thousand, whenever you open your mouth, you want to get a specific message across. Perhaps you are leading a training session, delivering a formal presentation, or want your opinions heard at. Read Full Article.
CX Journey
MAY 8, 2019
Image courtesy of Pixabay I originally wrote today's post for CallidusCloud. It appeared on their blog on July 12, 2018. When companies focus on people, their people - employees first, then customers - the numbers will come. This is a tough concept for a lot of executives to grasp. They know the old management adage, companies are in business to maximize shareholder value, all too well.
Qualtrics
MAY 8, 2019
At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. This is Grant’s “Why Qualtrics” story. Life is a series of experiences, which should be reviewed, analyzed and optimized so that we can have the best life possible. My family reviews our experiences, whether rock climbing, hiking, biking, camping or yoga and we look for important or pivotal moments and create systems to improve how we experience those moments.
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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