Sat.Apr 16, 2022 - Fri.Apr 22, 2022

6 Reasons Why Unstructured Data Is Key to an Effective Retention Program

VOZIQ

According to Gartner, as much as 80% of business information is in unstructured form. This information includes customer data captured from contact center agent notes, surveys, emails, chats, and web forms.

How to Deal with Customer Complaints: The Perfect Thing to Say

Shep Hyken

There are many ways to deal with complaints or angry customers. I’ve written a number of articles on the different ways to do so, and today I want to add an excellent technique. .

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Does the World Need New Storytelling?

Conversation Agent

“If all you offer is money, all you get are mercenaries,” says Frederik Gieschen. Incentives shapes behavior. Wall Street may indeed need new storytelling.# Michael Lewis says the system is stale and needs a breath of new imagination. When a story gets stale, the business attached to it is stuck.

How to help customer service employees move away from scripts

Inside Customer Service

I recently had to contact technical support. My external hard drive was failing, and I wanted to recover the files. The rep clearly had to follow a script. Unfortunately, none of his scripted troubleshooting steps fixed the issue. Then, it got awkward.

How to Work with Your Customer Success Team to Create a Great Product Feedback Experience

Speaker: Rebecca Notté, Product Operations Manager and Hannah Chaplin, Director of Product Marketing at Pendo

In this session, Hannah Chaplin and Rebecca Notté will detail the challenges of managing feedback between product and customer success teams and share their best practices on how to combat these challenges.

Why CMOs should invest in their customer service teams

Adrian Swinscoe

At the end of Feb 2022, Accenture released a new research report called: End-to-Endless Customer Service. The research surveyed 2,030 service leaders, 13,327 B2C customers and […]. The post Why CMOs should invest in their customer service teams first appeared on Adrian Swinscoe

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A NEW CUSTOMER EXPERIENCE METRIC WHICH SHOULD BE EVERY COMPANY’S PRIMARY FOCUS

The DiJulius Group

The companies that don’t invest in CX have leaders who don’t understand the financial impact it can have. A customer satisfaction survey (which can include a biased sample of survey responses) or a customer loyalty program will not provide enough insight into this key metric.

Mistakes to Avoid When Selecting a CS Platform: Not Putting Customer Success into the Hands of Your Whole Team

Totango

Selecting the right customer success platform for your organization can be challenging. To help you navigate the process, we’ve developed a four-part blog series about the mistakes you should avoid when choosing a CS platform.

Using customer experience as a tool to drive economic development – Interview with Mandisa Makubalo

Adrian Swinscoe

Today’s interview is with Mandisa Makubalo, the CEO of Unlimited Experiences SA, the 1st 100% black women owned CX Management Consultancy in South Africa, a global […]. The post Using customer experience as a tool to drive economic development – Interview with Mandisa Makubalo first appeared on Adrian Swinscoe

Beyond the bubble: How 3 brands are using live chat differently

Zendesk

Live chat is a must-have customer support channel, but that doesn’t mean it’s one-size-fits-all. These three ecommerce companies–Mack Weldon, HUM Nutrition, and KEEN Footwear–have developed the live chat best practices that best support their customers.

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The Importance of Having Strong Decision Agility in Your Product Development Process

Speaker: Emily Tate, Managing Director at Mind the Product

In this talk, Emily Tate, Managing Director at Mind the Product will unpack how we can quickly make deeply-researched decisions on multiple topics that will positively influence your product development process.

Conversational AI Platforms: Determining the Right Solution for Your Business

Ameyo Callversations

Businesses increasingly shift focus towards scalable conversations with customers, leveraging advanced conversational AI platforms to meet consumer expectations.

AI 82

B2B CX Strategy Trends That Should Be On Your Radar

Heart of the Customer

Managing a B2B experience isn’t more or less difficult than managing a B2C experience. It’s just different…and more complex. The need to understand multiple levels of your clients drives that complexity and is critical to a successful B2B CX strategy.

B2C 78

5 Common Scheduling Pitfalls for Call Center Management

Fonolo

Staffing and scheduling in the call center is much easier said than done. Mostly because of the sheer volume of factors to consider.

Selling the solution: Why solution sales are taking over

Zendesk

A common issue in the sales industry is that some salespeople fixate on selling their product or service without considering if it will actually help the customer.

Sales 82

How Customer-Centric Feedback Loops Can Evolve Your Product Process

Speaker: Nickey Skarstad, Director of Product at Duolingo

Join Nickey Skarstad, Director of Product at Duolingo, as she discusses why it’s important to actively gather customer feedback, how to build customer feedback loops into your product planning, the best ways to decipher different types of feedback, and different frameworks for how/when to apply feedback processes.

Conversational AI Platforms: Determining the Right Solution for Your Business

Ameyo Callversations

Businesses increasingly shift focus towards scalable conversations with customers, leveraging advanced conversational AI platforms to meet consumer expectations.

AI 82

Hyper-Personalization: The Future of Customer Experience?

Customer Think

Radically boost brand relevance while improving experience for your customers According to Salesforce’s 2020 State of the Connected Customer report, nearly 70 percent of business customers and over half of consumers want companies to better understand their needs. No surprise, is it?

Riis Bilglass: ‘We want to be the customer’s problem solver’

Logicalware

Riis Bilglass AS is Norway’s largest car glass chain , with 185 branches. The company’s success comes from its commitment to delivering exceptional customer service that stands out from the crowd, says Sales Manager Garth Smestad.

What’s a lead source? Here’s what it is and why it’s important

Zendesk

If you wrote a research paper in college, you may still be haunted by the strict, seemingly arbitrary rules of citations in the MLA, APA, or CMS formats. But there was a good reason to cite your research: you, and anyone reading your paper, needed to know where you got your sources.

Roadmaps Are Dead! Long Live Roadmaps!

Speaker: Bruce McCarthy, Co-Author of Product Roadmaps Relaunched and Founder of Product Culture

Join Bruce McCarthy, co-author of Product Roadmaps Relaunched, as he discusses the best ways to innovate your product roadmap. So that it reflects your customers’ needs while simultaneously and accurately communicating your products strategy and vision.

What is a Customer Journey Map and Why Do You Need One? 

CommBox

Do you know what your customer’s journey looks like? If not, you need to create a customer journey map. A customer journey map visually represents how customers interact with your brand. .

Top 10 Signs Your Loyalty Program Needs Rehab

Customer Think

Does your customer loyalty program achieve its intended objectives? If you had to think twice about your response, it’s probably time to make improvements. Customer loyalty best practices constantly evolve.

Key Customer Service Moments: Leaders, How Well Do Your Teams Handle These?

Kate Nasser

Leaders, How well do your teams handle these keystone customer service moments? Customer experience w/ Kate Nasser, The People Skills Coach™. The post Key Customer Service Moments: Leaders, How Well Do Your Teams Handle These? appeared first on KateNasser.com.

20 B2B lead generation strategies | Master list for 2022

Zendesk

The sales industry can’t stop talking about lead generation. Unfortunately, that’s not because it’s popular—it’s because it’s impossible to nail down a formula. Lead generation is the one aspect of business that we may never fully understand.

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Feedback: The Secret to Innovating Your Product Development Process

Speaker: Liz Love, Chief Commercial Officer at ProdPad

Join Liz Love, Chief Commercial Officer at ProdPad as she details how product feedback can improve your product development process while mitigating stakeholder conflict, constant feature requests, failed launches, unexpected outcomes, unhappy users, and complexity.

5 Common Scheduling Pitfalls for Call Center Management

Fonolo

Staffing and scheduling in the call center is much easier said than done. Mostly because of the sheer volume of factors to consider.

The Coming Tsunami of Need — Knowledge Management for Artificial Intelligence

Customer Think

Knowledge management has had a bad rap. For the past few decades, it has gone through cycles of popularity after being introduced in the early 90s, and in some of those cycles, it has been significantly devalued. That is the online incarnation of KM.

Customers Hate These 3 Things (and How to Avoid Them)

SixteenVentures

Disclaimer: The following assumes your customers are humans. Don’t get me wrong, customers dislike A LOT of things. But there are three things that elicit such a deep, visceral response that the only applicable word is hate. Strong word, but strong emotions.

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5 Top Customer Service Articles of the Week 4-18-2022

Shep Hyken

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. Tracking Customer Experience?

How a Strong Customer Engagement Strategy Can Improve the Usability of Your Product

Speaker: Hannah Chaplin, Director, Product Marketing at Pendo and Esther Edel, Product Operations Analyst at Pendo

Join Mobile expert Hannah Chaplin as she shares best practices and real examples to help you improve your mobile apps with in-app guides.