Callminer

MARCH 3, 2021

Read this blog to learn how the right tips and strategies can help your organization deliver positive, effective customer experience.

Customer Experience 390

Customer Experience 390

Intercom, Inc.

MARCH 3, 2021

There are many ingredients involved in successfully building a great product, but fundamentally it all boils down to a series of decisions. And it’s the quality of those decisions – and the speed at which you can make them – that will dictate how fast you can bring value to customers and realize positive impact for your business. That can be said of most businesses, at any scale, but too often the hard job of thinking about how businesses make decisions goes unexamined, never mind improved

Engineering 260

Engineering 260

Inside Customer Service

MARCH 4, 2021

Before the pandemic began, I had just started volunteering to do trail maintenance at Mission Trails Regional Park in San Diego. (The pandemic has shut that down for now.) Mission Trails is a large, open-space park with miles of hiking and mountain biking trails. Trail maintenance volunteers clear brush, control erosion, and otherwise make trails safer and more enjoyable to use.

E-commerce 162

E-commerce Legal Hospitality Hospitality 162

Bill Quiseng

MARCH 1, 2021

“You will be the same person in five years as you are today except for the people you meet and the books you read.” Charlie “Tremendous” Jones. Believing in this mantra for years, as an avid reader of the books by Dr. Joseph Michelli, I have learned so much about delivering the World’s Best Customer Experience through his insight starting with his book, The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary.

Hospitality 148

Hospitality Hospitality Sales Innovation 148

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.

Customer Loyalty

Fonolo

MARCH 2, 2021

Tracking is vital to providing a great customer experience and running a call center. But most metrics that contact center managers use to measure agents focus on optimizing them rather than encouraging them. And they usually end up doing neither. Top Contact Center Trends 2021. Your contact center runs on technology , but it’s your agents doing the running.

Net Promoter Score 148

Net Promoter Score Contact Center NPS Customer Satisfaction 148

Intercom, Inc.

MARCH 2, 2021

Customers reach out to you when they hit a roadblock in using your product and getting their job done, so it’s essential that you’re able to provide them with the right answer, quickly. But when it comes to customer support, all of your great product knowledge and technical skills will go to waste if you’re answering the wrong question.

Machine Learning 248

Machine Learning Start-ups 248

The DiJulius Group

MARCH 3, 2021

5 Quick Tips to Help you Make Price Irrelevant 1) Customer Service Feature Story One thing for sure, when customer service rankings come out, if you want to see where lawyers, doctors, or accountants fall, keep scrolling and scrolling and scrolling. You will find them with the Bureau of Motor Vehicles, internet providers, and airlines. Read Full Article.

Customer Service 105

Customer Service Customer Experience 105

DMG Consulting

MARCH 2, 2021

Paying Attention to Agent Wellbeing will Improve your Brand. The pandemic has had a dramatic impact on contact centers, most of which has been positive. As can be seen in DMG’s new Report, Contact Centers in a Post-Pandemic World: A Strategic and Tactical Guide to the Future , COVID-19 has accelerated digital transformation by 2 – 6 years. This is driving major upgrades and enhancements in existing operating systems, the expansion of digital channel support, a self-service replacement cycle as w

Contact Center 93

Contact Center Artificial Intelligence Scorecard AI 93

LitmusWorld

MARCH 5, 2021

21 Must-Read Employee Experience Books in 2021 21 Must-Read Employee Experience Books in 2021 Employee experience is equally important as customer experience! This article covers the 21 Must-Read Employee Experience books by the industry experts Read more… 21 Must-Read EX Books for 2021 appeared on LitmusWorld.

Customer Experience 98

Customer Experience 98

Zendesk

MARCH 4, 2021

More conversation about gender equity is always a good thing on International Women’s Day—but what’s the risk of all the ‘noise’ drowning out real action and progress? Unfortunately, every woman will have a story to tell about performative allyship when it comes to gender equality in the workplace. You know, a scenario whereby a business outwardly promotes a culture of inclusion and shouts about how it supports women, only for the real story to be quite different.

Engineering 98

Engineering Government Contact Center Education 98

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Lumoa

MARCH 3, 2021

In this article, you will learn how to calculate survey sample size to ensure statistically significant results. It seems in any given group of friends there are a number of casual experts. Maybe one is really into movies or music. Or, perhaps, there’s a “foodie” in the group. Since we don’t have direct access to lots of experts, those people in our lives tend to be who we consult if we’re curious about that topic.

E-commerce 83

E-commerce NPS Customer Survey Customer Feedback 83

TeamSupport

MARCH 3, 2021

In Part 1 of this blog series we introduced the new imperative for customer support and customer success—achieving success for your customers… and for your bottom line. The first way to do so is to ensure product adoption and use. The second way is to use B2B customer support tools to proactively strengthen your customer relationships and reduce churn.

B2B 98

B2B Customer Retention Customer Relationship Customer Feedback 98

Astute

MARCH 2, 2021

Voice of customer helps your business benefit from listening to & engaging with what your customers say about your brand. The post The Essential Voice of Customer Guide appeared first on Astute.

98

98

Zendesk

MARCH 2, 2021

2020 upended ways of working for companies around the world. Shifts in thinking about goals, processes, and outcomes, given a workforce working largely from home, have forced numerous changes that impact every part of an organization. At Zendesk, one of the areas that required some soul searching was around our social impact programs. In particular, the global health and economic crisis and deep social unrest in the U.S. moved us to rethink our approach to grant-giving; it was clear that support

Technology 98

Technology Technology 98

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.

Voice of the Customer

Hodusoft

MARCH 1, 2021

Over a period of time, contact centers have evolved drastically. Customer satisfaction has become a key priority for businesses. They are making all the possible efforts to augment the customer experience so that they can build a loyal customer base and enhance their business growth. Contact centers play an important role in defining the kind of service experience that a business provides to its customers.

Contact Center 98

Contact Center CRM Start-ups Customer Relationship Management 98

Kate Nasser

FEBRUARY 28, 2021

To deliver the best customer experience be plentiful & ready in these specific ways. Insights from Kate Nasser, The People Skills Coach™. The post Best Customer Experience: Be Plentiful & Ready | #CX #CustServ appeared first on KateNasser.com.

Customer Experience 98

Customer Experience CX Customer Service 98

Zonka Feedback

MARCH 2, 2021

The other day, my grandfather, who was in business in his times, was sharing with me about how they measured customer feedback and happiness. It was through gestures and conversations. He said, a smile after purchase, or a revisit was an indicator of customer satisfaction.

Customer Satisfaction 95

Customer Satisfaction NPS Customer Feedback Customer Experience 95

Zendesk

MARCH 3, 2021

After what felt like an eternity, we finally had the science – safe, effective vaccines – but the initial rollout of Pfizer and Moderna’s miracle jabs left a whole lot to be desired. As the current administration plays catchup, the stakes have gotten higher than ever. Experts like Ashish Jha, dean of the School of Public Health at Brown, warn that the so-called UK variant, B.1.1.7, will be dominant by the end of March.

Compliance 95

Compliance Government Innovation 95

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?

Technology

DMG Consulting

MARCH 2, 2021

Question: Can gamification be used for work-at-home (WAH) agents? Answer: The forced migration of on-site contact center employees to work-at-home agents has renewed interest in employee empowerment tools. Gamification solutions are designed to improve “connectedness” for agents working at home, and to enhance engagement for employees performing their job in a physical contact center setting.

Contact Center 87

Contact Center Social Media Gaming 87

Totango

MARCH 5, 2021

Customer retention is the lifeblood of any savvy enterprise. It’s the only way to be successful in this customer-centered economy and ensure scalable long-term revenue. To retain customers, companies must make the customer experience better and ensure customers never stop seeing value from their product or service. As such, you will need to keep a close eye on your customers as they progress along the customer journey to avoid churn and gather the data needed to calculate your retention rate.

Customer Retention 85

Customer Retention Net Promoter Score Start-ups NPS 85

Beyond Philosophy

FEBRUARY 27, 2021

We often hear requests for the best practices in Customer Experience. We understand why, too. Who wants to endure trial and error if there is a tried and true idea guaranteed to get results? However, no tried and true idea always gets results. Instead, there are only expert opinions served as advice about what has worked in the past. These are often the “best practices.” We argue that best practices, no matter how solid a suggestion they are, could use a bit of challenge and a dose o

Management Consulting 75

Management Consulting Customer Experience CX 75

The DiJulius Group

MARCH 3, 2021

The DiJulius Group’s Chief Revolution Officer John DiJulius interviews Stan Slap, renowned thought leader in company culture. Stan’s books on business culture have landed on the bestseller list of The New York Times, The Wall Street Journal, and USA Today. He is the CEO of the international consulting company called, by a remarkable coincidence, SLAP.

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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.

Retail

Myra Golden Media

MARCH 3, 2021

Chat support is not supposed to be rote like an ATM transaction. The idea is to insert a personal tone so you can build rapport and even delight customers. You can do four things in chat interactions, starting today, to make them more human. One. Use “I,” We,” “You,” “Your” personal pronouns because they instantly make the tone unique.

Start-ups 71

Start-ups Customer Service Customer Experience 71

Kate Nasser

FEBRUARY 28, 2021

To deliver the best customer experience be plentiful & ready in these specific ways. Insights from Kate Nasser, The People Skills Coach™. The post Best Customer Experience: Be Plentiful & Ready | #CX #CustServ appeared first on KateNasser.com.

Customer Experience 74

Customer Experience CX Customer Service 74

Zendesk

MARCH 4, 2021

A lot changed in 2020, customer behaviors included. Not only did they reach out to companies in record numbers, but many chose to do so in the very same ways that they communicate in their personal lives—over messaging channels like WhatsApp and Facebook Messenger. Our team of experts reviewed data from 90,000 businesses using Zendesk across 175 countries with opinions from customers, agents, customer experience leaders, and technology buyers.

Customer Service 75

Customer Service Technology Technology Customer Experience 75

LitmusWorld

FEBRUARY 27, 2021

Driving Your Customer Experience for Superior Brand Growth (White Paper) Are you aspiring to create an amazing customer experience journey for your business? Check out this white paper to understand how to design a customer Read more… Driving Your Customer Experience for Superior Brand Growth (White Paper) appeared on LitmusWorld.

Customer Experience 64

Customer Experience 64

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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

CX

ClientSuccess

MARCH 2, 2021

For all of us working in the SaaS space, the constant barrage of new acronyms has become somewhat of a joke over the years. With so many letters used to describe simple job titles, it’s not uncommon for the base meanings of these roles to get lost in translation. This is especially true for Account Executives and Customer Success Managers – two roles that work extremely close with customers (and each other) and tend to be rolled into one when thinking about customer account management .

Customer Relationship 62

Customer Relationship Customer Relationship Management NPS Sales 62

Comm100

MARCH 4, 2021

Almost every industry has been impacted by the pandemic in 2020, but nowhere has this been more noticeable than in customer service teams. From customer panic to remote working relocation, 2020 shook up live chat teams across the world. But the question is – how did this really affect live chat operations? How did agent and customer experience change, and what does this mean for 2021?

Omnichannel 52

Omnichannel Social Media Customer Satisfaction Customer Service 52

Zendesk

MARCH 4, 2021

With new ways of working, employers must adjust with savvy and speed to create the right employee experience — one where the people who make up a company feel connected, supported, and included. Good news: In our recent CX Trends report , we identified key guidance for HR teams to make decisions and promote the best possible experience for employees.

Actionable Insights 52

Actionable Insights CX Start-ups Customer Relationship 52

Conversocial

MARCH 4, 2021

As Facebook’s cooler, younger cousin, Instagram offers brands an opportunity to reach a younger demographic than other social platforms. 70% of Instagram’s 1bn monthly active users are younger than 35. They come to the platform to be inspired by images and videos posted by people and businesses they care about.

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52

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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