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

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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. Traditional customer retention strategies only use structured data because it’s easier for their models to understand and be trained with. Not only is this a limitation, but the foundation of a myopic retention roadmap.

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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. . The idea is to say something that lets the customer know you understand the problem, you’re in sync with their concerns, and you empathize with their frustration, anger or whatever emotion they’re exhibiting.

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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. Perhaps Wall Street's story is stale. But “the game of markets is as interesting, challenging, and alive as it has ever been.

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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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From Data to Decisions: Maximizing Retail Potential with AI

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.

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Intercom’s product principles: Following design fundamentals to leave space for innovation

Intercom, Inc.

Designers at Intercom work in cross-functional teams that strive to consistently ship great products. We design simple systems that solve complex problems for our customers. That doesn’t mean we don’t obsess over user interfaces; it means spending time on the right things. Our strength lies in knowing when we should follow standard best practices for design and when we need to innovate and create something new.

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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. He told me that he was willing to "delight me" by offering free access to the company's file recovery software.

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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.

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These are the 5 customer benefits of Web3

Steven Van Belleghem

For those of you who’re still pretty new to Web3, first a very short tutorial on what it is: web1: read. web2: read + write. web3: read + write + own. Web1, the first – read-only – version of the internet, consisted of simple, static websites with limited functionality or interaction. In the next phase, that of Web2, the web became participatory.

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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. In my many years of helping companies grow through Customer Success, the thing I’ve always tried to do is understand why humans behave the way they do.

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Hyper-personalisation: The future of customer experience?

MyCustomer Experience

According to Salesforce’s 2020 State of the Connected Customer report, nearly 70% of business customers and over half of consumers want. 11th May 2022 Hyper-personalisation: The future of CX? By Michael Hinshaw Founder and President.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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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. . It shows the different stages of the customer’s experience, from when they first hear about your product or service to when they become a returning customer. .

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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. In this article, we’ll look at the mistake of not putting customer success into the hands of your whole team. . We’ve all been there.

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How to Transform Customer Support – A Play in 3 Acts

Lumoa

“When you change the way you look at things, the things you look at change.”   –  Dr. Wayne Dyer Act 1 The Customer Support Blues “Does Customer Support have enough of a mandate to drive improvements in customer satisfaction?” When I started thinking about writing a piece on transforming customer support, this question immediately came to mind. It was the most “liked” question during our recent webinar – “Using Insights to Hear Your Customers, Engage Your Employees, and Improve Your Profit

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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. Compare and contrast for ideas on what might work for you. Conversations are the foundation of great customer service.

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Software Composition Analysis: The New Armor for Your Cybersecurity

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?

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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. “Good customer service for me is the ability to always exceed the customer’s expectations. This is a strong feature throughout our organisation,” he says.

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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. You have to analyze the journeys of decision-makers, influencers, and users, as well as how […].

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Product News – April 2022

Lumoa

Lumoa Product News for April 2022 MASSIVE update to the Integrations hub – one click integrations with your favourite apps! Lumoa can now pull your web data through an API, with no fees to setup, and it takes just a few minutes! Pull reviews from popular places like Facebook , Zendesk, Trustpilot, Amazon, and more! Not just history – integrations will pull future data the day after it comes in!

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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. It’s no different for sales and marketing teams when sourcing leads.

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7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus

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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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.

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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. Try aligning time-off requests with operational needs, or managing agent availabilities with unexpectedly high call volumes, and you’ll quickly understand how tall an order this can be. Call center managers need to balance call volume data, operational requirements, and agent skill-sets to create a solid agent schedule.

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Gain an edge in the automotive industry through CX

MyCustomer Experience

GCompetition is rife in the automotive industry. Vehicle functionality and price within various vehicle classes are ubiquitous, leaving. 21st Apr 2022. By Smoke CI.

CX 105
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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? Measure Outcomes, Not Indicators by Mike Cooper. (The Drum) Ask any brand to rate their customer experience on a scale of one to 10 and most will probably choose a high number.

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Mapping Digital Transformation: Retail’s Strategic Shift

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

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Getting To The Next Level Starts With You

Doing CX Right

Lauren Herring, Autor, and CEO of Impact Group, provides actionable tips to future-proof your career and elevate employee engagement for better customer experiences and business outcomes. The post Getting To The Next Level Starts With You appeared first on Doing CX Right.

CX 59
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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. Try aligning time-off requests with operational needs, or managing agent availabilities with unexpectedly high call volumes, and you’ll quickly understand how tall an order this can be. Call center managers need to balance call volume data, operational requirements, and agent skill-sets to create a solid agent schedule.

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The Top 4 Credit Union Technology Trends to Watch

Comm100

Credit unions may be a part of the banking industry, but they and their members are unique within this world. While banks are typically driven by the interests of its shareholders, credit unions’ not-for-profit status drives them to focus on delivering the very best service to its members. With this in mind, it becomes crucial to keep an eye on the latest credit union technology trends that will help them to improve credit union member engagement and experience.

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Amazing Business Radio: Chris Lynam

Shep Hyken

The Choreography of Customer Service. The 5 Core Concepts to Customer Service. Shep Hyken interviews Chris Lynam , Customer Service Expert and multi-franchise owner of Arthur Murray Dance Studios. He is the host of the podcast, Off the Floor , and the author of the new book, The Choreography of Customer Service: High Touch Service in a Touch-Free World.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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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CX job vacancy of the week: Transport for London

MyCustomer Experience

CLooking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job. 20th Apr 2022. By Rhys Fisher Staff Writer.

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Contact Center Technology Stack: The (Immediate) Transformation You Need?

Ameyo Callversations

A contact center is a facility where customer service representatives answer customer queries over phone calls, emails, chat, social media, and other channels. This facility may be owned entirely by the organization or (as many companies prefer today) may be outsourced to a contact center operator. The contact center operator supplies its services to many organizations simultaneously.

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CX and EX: Balancing Company Policies And Customer Service Agent Needs

CSAT.AI

Updated April 2022 (originally posted 4 December 2019). Business is business. We get it. Companies need to make money to thrive, and to have employees in the first place. Policies are important to business. As they grow, clear policies help define brand, develop customer experience (CX) and assist companies to scale. However, people are people too.

CX 52
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3 Benefits Of Knowledge Management For BFSI Customers

Knowmax

Trust matters most when one talks of the BFSI industry. The moment that dwindles, organizations begin losing precious customers and, by domino effect, suffer from poor brand recall. Do you know 69% of customers who plan to leave their bank say it was due to poor service rather than poor products? Now talking of poor customer service , there are a plethora of internal and external factors at play.

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When Customers Win, You Win: How to Deliver Value That Transforms Your Customer Experience

Speaker: Donna Weber - Customer Onboarding Expert

Customer onboarding is so much more than going live with your product and driving adoption. The truth is, onboarding is the most important part of the customer journey. When you set positive first impressions, establish trusting relationships, and quickly deliver meaningful outcomes, you create customers for life. Invest an hour with Donna Weber to learn why your customer onboarding is critical to your success.