Shaun Belding
AUGUST 24, 2021
Customer Service Lessons From a Snake Farmer The very foundation of outstanding customer service, as well as successful selling, is the willingness and ability to be truly interested in each customer you meet. Interest that goes beyond their immediate needs, and into who they are, what they do and what goes on in their […].
Adrian Swinscoe
AUGUST 27, 2021
The major barriers to simplification are closer to home than you may think. An effective strategy starts at the top. In this guest post, Ross Daniels, […]. The post What’s stopping you from achieving simplicity in your contact centre? first appeared on Adrian Swinscoe.
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Inside Customer Service
AUGUST 26, 2021
Advanced techniques are one of the top requests I receive as a customer service trainer. Many people feel the basics are, well, too basic. If that's you, I have five advanced techniques to share. But first, a word from our sponsor: basic skills. The basic skills never go out of style. Customer service professionals who master the basics will always do well.
Fonolo
AUGUST 24, 2021
A company’s work environment isn’t just about air conditioning, water cooler chats, and table tennis. Employees, especially call center agents, spend a significant portion of their lives at work. Your call center or contact center environment plays a big role in how engaged your agents are in their day-to-day work. How to Foster Agent Engagement in a Hybrid Contact Center.
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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.
Intercom, Inc.
AUGUST 25, 2021
We’re always adding more and more improvements to Intercom. We want to enable both you and your customers to have the best experience. Over the last few months, we’ve released a bunch of new updates across everything from reporting to integrations to the mobile experience. We’ve also been hard at work adding additional customer engagement features. This means that Intercom is getting more powerful and better for your customers – and your business – every day.
Adrian Swinscoe
AUGUST 21, 2021
When I spoke to Mads Fosselius, Founder and CEO of Dixa, in February of last year, we talked about the emergence of a conversational age of […]. The post Over 100 million reasons why conversational customer service is the way forward 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.
Fonolo
AUGUST 26, 2021
Last year, COVID-19 shifted many call center environments to new models. Nation-wide lockdowns forced many call center companies to either shut down or adapt to a work-from-home model. Despite the pandemic, one thing is certain. Call centers provide a vital service to customers worldwide. An overwhelming majority (76%) of customers prefer phone communication with customer service representatives, as it often provides an immediate solution compared with live chat, email, and social media channels
The DiJulius Group
AUGUST 23, 2021
We are really buying time from Amazon People don’t buy products from Amazon, they buy time. “We offer low prices, vast selection, and fast delivery, but imagine we ignore all of that for the purpose of this estimate and value only one thing: we save customers time,” says Jeff Bezos. “Customers complete 28% of purchases. Read Full Article. The post Amazon Saves you 75 Hours a Year appeared first on The DiJulius Group.
Adrian Swinscoe
AUGUST 24, 2021
Today’s interview is with Monika Jo, Director Of Communications at Mursion, a virtual reality platform for professionals to practice and master the complex interpersonal skills necessary […]. The post What do immersive VR, empathetic interactions and stand out customer service have in common? – Interview with Monika Jo of Mursion first appeared on Adrian Swinscoe.
Customer Think
AUGUST 27, 2021
Identity fraud is a very real threat facing businesses today. A breach can quickly result in devastating financial loss for your customers and your organization. A 2021 study by Javelin Strategy & Research has revealed that identity theft cost Americans around $56 billion last year, impacting as many as 49 million customers. While there’s a […].
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.
Shep Hyken
AUGUST 27, 2021
This week we feature an article by Jafar Sadhik, a digital marketer in the fields of SaaS tools, data management, and finance management. He writes about how customer experience can determine the lifeline of a business. What makes a business stand out from the crowd? It is the volume of customers that makes the difference to a considerable extent. Hence, customer satisfaction has become a very important factor for the sustainability of a business.
Kate Nasser
AUGUST 22, 2021
For customer service excellence avoid saying these crushing customer service replies. 30 yrs of experience and insight from Kate Nasser, The People Skills Coach™, Author of Leading Morale. The post Top Five Crushing Customer Service Replies | #CX #CustServ #PeopleSkills appeared first on KateNasser.com.
Sprinklr
AUGUST 24, 2021
There is an interesting story about an interview question at a bank where candidates were asked, “What do you think of social selling?” It was a trick question, intended to weed out the inexperienced social explorers from those that had hands-on enterprise social media experience. The panel listened carefully to how the candidates framed their answers: those that described social selling as just another form of social media marketing or advertising were missing the bigger picture.
Customer Think
AUGUST 23, 2021
The CRM (Customer Relationship Management system) has grown substantially in recent years to provide value for everyone in a business instead of just being a tool for customer relationship management. In today’s customer-driven environment, the only option for businesses to differentiate themselves is to improve their customer experience journeys.
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.
Shep Hyken
AUGUST 25, 2021
I’m always frustrated when I call a customer support number that I’ve called before and have to retell my story. The same goes for when I’m transferred to another person. There is no need for this. . I recently posted that message to social media. My friend and fellow customer service and experience expert Jason Bradshaw responded that the same thing happens with online chat.
Lumoa
AUGUST 23, 2021
Before we begin, we’d like to acknowledge the reality that COVID-19 is still an active pandemic. Although we refer to the “post-pandemic world” in this article, we understand that we’re still in the middle of it all — we just hope we can provide a little hope and guidance for the present and future reality of a post-COVID world. In any case, customer experience used to be the largest way to differentiate your brand among the turbulent sea of competition.
Help Scout
AUGUST 24, 2021
We all know the old axiom “knowledge is power.” And though it’s true, there’s a caveat: In order to unlock the power of any knowledge, people first need access to it. Access to knowledge is an issue many businesses face. They have information to share with customers, but they don’t always have an effective means by which to share it. Luckily, there’s a tool that addresses that very issue: knowledge base software.
Customer Think
AUGUST 27, 2021
In 2020, there were 31.7 million small businesses in the United States, accounting for 99.9% of businesses in the nation. However, despite ownership of such a significant proportion of the U.S. economy, nearly 60% of small businesses do not have a succession plan in place, and family-owned businesses in particular lack these plans. According to […].
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?
Shep Hyken
AUGUST 24, 2021
Managing Customer Success. Preventing Customer Churn. Shep Hyken interviews Philipp Wolf, CEO of Custify , a company that helps SaaS businesses deliver great results for customers. They discuss how to utilize customer information and behavior to help ensure customer success. Top Takeaways: – Customer service can be reactive. It typically happens when a customer reaches out (via phone, chat, email, or other channels) because they have a problem, and the customer service department helps the
Sprinklr
AUGUST 25, 2021
Collecting, managing, and applying feedback is a critical piece of the CX process. In today’s summer flashback episode I go back to my P&G days to regale you with a story about marketing recommendations, and the gift of honest, unfiltered feedback. See all CXM Experience podcasts. The CXM Experience on Apple Podcasts. The CXM Experience LinkedIn Group.
Qmatic
AUGUST 25, 2021
With a smart appointment scheduling system, you can collect data from each touchpoint in the customer journey and process it to get insights for continuous improvement. This article aims to explain which data to collect and how to improve your organization with insights from the customer journey.
Customer Think
AUGUST 23, 2021
There’s a reason gamification has continued to be one of the marketing buzzwords you’re seeing everywhere. Because it works. Gamification involves applying game mechanics, as easy as challenges, bingo cards, memory games, scratch-off, or spin-to-win, to marketing-driven outcomes such as visiting a website, watching a video, or interacting on a platform.
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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
Beyond Philosophy
AUGUST 26, 2021
Customer Experience is having challenges. Research over the last few years points to a lackluster performance for return on investment. Unfortunately, the problems are not with the concept of putting the customer at the center of everything you do but instead of people not focusing on the right things and calling it “Customer Experience.” So today, we are going to cover the five rules to guarantee a Return on Investment.
cxservice360
AUGUST 27, 2021
Communication is extremely vital for any organization to function smoothly. Good internal communication has a very positive impact on employee performance whereas good communication with customers allows an organization to build lasting customer relationships upon trust and loyalty. Both aspects are key to growing a business. In this article, we’re going to look at the.
Logicalware
AUGUST 26, 2021
There has been a deluge of research exploring how customer behaviour has changed during the pandemic. So in this blog, I thought I’d share some of the most interesting UK, EMEA and global insights I’ve seen in relation to customer behaviour, experience and interaction. Customer priorities have changed. Let’s start with a core observation. Human behaviour emerges from our responses to the challenges and opportunities in life.
Customer Think
AUGUST 24, 2021
The pandemic might’ve expedited the process, but the future of B2B sales has always been virtual. Now that we’ve settled into the age of video conferences and Zoom meetings, the next step is figuring out how to successfully sell virtually. The good news is that if you’re an effective seller in person, you’ll probably be […].
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
Beyond Philosophy
AUGUST 21, 2021
A lot of the behavioral sciences 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. A couple of years ago, research from some well-respected firms came back with the conclusion that investing in Customer Experience is not paying off the way that organizations had hoped.
PeopleMetrics
AUGUST 24, 2021
It's halfway through 2021 and your CX strategy needs a checkup! CX directors and managers, get together with your team to look at your customer experience metrics and where you want to go next. In this session, our customer experience management experts walk you through a 3-step customer experience framework (with downloadable PDF!) to assess your Voice of the Customer program and pivot as needed to keep driving customer-centricity and organizational alignment at your company through the end of
Intercom
AUGUST 24, 2021
As your company grows, it’s easy to focus on shipping the next great feature or going after the shiniest logos. But at these pivotal moments, it’s just as important to prioritize your customer support strategy as it is to plan your product roadmap or your next big marketing campaign. After all, whether you’re aiming to drive product-led growth or you’re going with a sales-led strategy, once you’ve brought in those new users, you still need to provide an exceptional customer support experience in
Customer Think
AUGUST 27, 2021
That an organization maintains communication with its consumers before, during and after the purchase, is vital to build a good relationship with them. Using apps to improve customer service allows you to create a link and strengthen the user experience. Mobile applications make interaction with the brand immediate, becoming a comfortable digitization tool that is […].
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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