Intercom, Inc.
MAY 20, 2019
Picture this: You’re a product designer with a handful of years on your career path. You’ve cut your teeth on a few big launches and earned your stripes as a solid “mid level” product designer. Like many designers, you’re curious and ambitious. You look to the future and ask yourself, where do I want to be this time next year? What about in five years?
Uniphore
MAY 20, 2019
All industries encounter operational obstacles; those with call centers come across an extra set of issues during day-to-day operations. Read More.
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Lumoa
MAY 23, 2019
In this article, we cover why ecommerce customer experience is so critical and offer some tips on how to excel in an online environment.
Beyond Philosophy
MAY 24, 2019
The Massive Importance of Memory in a Customer’s Experience. Customer loyalty is a function of customers’ memories. That is to say, customers don’t choose your experience over another; customers choose the memory of your experience over another. Therefore, we feel it is vital that you ensure your customers have an excellent memory of your Customer Experience.
Speaker: Jason Cottrell
Brands used to look for a vendor who could do everything. Over time, one vendor was no longer enough to meet a brand’s needs, and they added, added and added. Now they need all their vendors to work well together. That’s composable, and only some will make the cut. As customers — and your board — expect you to be in new channels and to rapidly adapt to shifts in the market, the need for true composability is more crucial than ever before.
C3Centricity
MAY 20, 2019
Every industry strives to improve their customers’ experience with their products and services. Adopting a customer first strategy is therefore in many company objectives. Unfortunately it rarely goes beyond the theory in many organisations, so I decided to help out with these six suggestions. Hospitality is perhaps one of the most visible industries where customer satisfaction, or lack of, is quickly shared with the world.
Totango
MAY 21, 2019
In the customer-centric economy, retaining current customers is a top priority. Not only are new customers expensive to win over, but loyal customers are more valuable in the long run. They trust your brand and are more likely to spread word-of-mouth advertising or accept an upsell. Plus, retaining a following of customers gives you a good brand image, as it shows that your company is capable of inspiring loyalty.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
MAY 23, 2019
I have been working as a global Customer Experience consultant for nearly twenty years. Never have I ever heard a customer say, “I just wish I could be hassled a little more.”. We don’t like it when things aren’t easy in a Customer Experience. It takes too much time and energy for us to respond to tricky or difficult challenges. Moreover, if we are at a state of cognitive depletion, where we are too tired to make good decisions or use rational thought to figure out a solution, we are likely to w
Customer Service Life
MAY 20, 2019
This article was originally published on the Talkdesk blog on March 15, 2019. Click here to read the original post. Looking back a decade or so ago, I was a customer service manager at a small SaaS (software as a service) company feeling my way through the contact center. For various reasons we signed on with an outsourcer to help grow our team and that’s where some significant growth for both me individually and the company I worked for began to take place.
Totango
MAY 23, 2019
When your goal is to grow your customer’s business, upselling becomes a means, not an end. That’s the advantage of working within a customer-centric environment. Your success depends on your customer’s success, so expansion becomes a necessity for both parties. Upsells are the result of the growth a customer has enjoyed because of your commitment to delivering lifetime value.
ProProfs
MAY 23, 2019
Learning is more effective when it is active rather than passive. Yes, we are referring to eLearning, which is not confined to the ocean of words but is drawn from a number of skills involved like instructional design, education, visual design, presentations, storytelling, project management, and much more. With benefits like cost-effectiveness , environment-friendliness, improved retention, and flexibility, the trend of eLearning has taken over the entire world of learning in just a matter of a
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.
The DiJulius Group
MAY 22, 2019
When asked, “How important is Customer Experience to the success of your business?” nearly every CEO rates it a 9 or 10. However, when asked, “How would you rate the resources you are investing into your customer experience?” most CEO’s rate it below a 5. Why is that? Because too many senior executives still view. Read Full Article. The post How Important Is CX To The Success Of Your Business?
Fonolo
MAY 22, 2019
Now that Game of Thrones has ended, you’re probably thinking, “What should I do with all of the extra time I have now?” Allow me to suggest something: It’s a great time to catch up on industry reading. There’s a large (metaphorical) stack of reports to go through here at Fonolo HQ, so let’s dive in! Below are four reports that we think are really worth your time.
CX Journey
MAY 22, 2019
Image courtesy of Pixabay Do you know the difference between means and outcomes? Between the journey and the destination? I know. I know. Those are silly questions to ask. Of course everyone knows the difference between means and outcomes. Of course everyone knows the difference between the means to an end and the end. Or do they? As I was driving to an appointment the other day, I saw a sticker on the back of a construction truck that read, in big red letters: Safety is the goal.
ClientSuccess
MAY 23, 2019
Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful.
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The DiJulius Group
MAY 20, 2019
This guest article is brought to you by Jeff Mowatt, speaker at the 2019 Customer Service Revolution. Do your team members ever give you this excuse when your company loses a customer, “Our competitors are hammering us on price. That’s why we’re losing business.” It’s a convenient excuse that puts the blame on those nasty. Read Full Article. The post How to Move Customers Past Price appeared first on The DiJulius Group.
Fonolo
MAY 21, 2019
If your feet are firmly planted in the customer service and experience industries, you’re probably as excited as we are about next month. Fonolo is pleased to announce that we’ll be making our triumphant return to Customer Contact Week (CCW), held this year from June 24-28 th at The Mirage Hotel in Las Vegas, Nevada. Now in its 20 th (yes, 20 th !) year, the conference, considered the #1 event in the industry, is synonymous with education and inspiration in the customer service ecology.
Provide Support
MAY 20, 2019
The importance of online customer reviews. Modern customers start their search of products or services with thorough analysis of information available on the Internet. They visit company’s Facebook and LinkedIn pages and read available online customer reviews. Thus it is important to create a strong online presence and maintain it by collecting customer reviews and testimonials.
ClientSuccess
MAY 20, 2019
CSMs Are Problem Solvers. Like diligent gardeners, Customer Success Managers (CSMs) excel at identifying problems and attacking them at their roots. Once one problem is solved, they move on to the next one, steadily weeding out every problem until only the healthy crops are left to flourish. But fundamentally, their focus is always on a problem. This is a solid strategy, but it’s not always the best approach to drive the metrics that matter in customer success.
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.
TeamSupport
MAY 24, 2019
A company website is important to any business. It’s your face and first impression to all different types of people – prospects, investors, researchers, and more – and putting the right content in front of the right role makes a difference. One role that falls into the “and more” category that isn’t prioritized often, but should be, is customers. With so many businesses increasing their emphasis on customer success (doing everything you can to ensure customers are successful with your business)
Steven Van Belleghem
MAY 21, 2019
DiDi. DiDi is the Uber of China. But it’ bigger. A LOT bigger. It counts more car-sharing rides a day than all the other companies of the same type in the world combined, … multiplied by two. That’s 25 million rides a day and 400 million customers in 400 cities worldwide. The beauty of that is that they have more data at hand than all their competitors (75 terabytes of data per day, to be exact), allowing them to better understand customers, and what they expect from mobility.
Help Scout
MAY 21, 2019
Understanding is often based on perspective. You know your company offers customers unique, valuable, and special services or products because you’re on the inside. The question you need to ask yourself is: Do potential customers know what I know? If the answer is no, don’t worry. That’s why we need value propositions. They help us to achieve clarity around our brand, enabling us to craft messages that can speak to customers in the language that makes sense to them.
SugarCRM
MAY 20, 2019
Technology is getting faster, and easier to use. As a result, everybody wants more from the companies that they do business with. Your expectations of a world-class customer experience are rising with every iPhone release or new chatbot you encounter. Whether you are the customer yourself, or the company working with the customer you want more from the technology sitting at the intersection of the customer and the company.
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?
Qualtrics
MAY 22, 2019
Ask Jeanne Bliss, CEO and founder of Customer Bliss, what she does for a living and she’ll tell you she’s on ‘a crusade’. It’s one that has seen her give 2,000 keynotes, coach more than 20,000 execs around the world, and publish four best-selling books. Her mission? “To help people around the world do a better job of uniting their organization to improve lives and to grow their business admirably.”.
CX Journey
MAY 22, 2019
Image courtesy of Pixabay Do you know the difference between means and outcomes? Between the journey and the destination? I know. I know. Those are silly questions to ask. Of course everyone knows the difference between means and outcomes. Of course everyone knows the difference between the means to an end and the end. Or do they? As I was driving to an appointment the other day, I saw a sticker on the back of a construction truck that read, in big red letters: Safety is the goal.
Intercom, Inc.
MAY 21, 2019
Since we first published Intercom on Onboarding back in 2016, awareness about the critical importance of excellent user onboarding has grown considerably. With the relentless rise of SaaS in particular, the need to help users find value and discover their “aha” moment is more important than ever. The one-off transaction has been superseded by an ongoing relationship, and excellent onboarding is central to the success of that relationship. “Onboarding is the one truly universal
SugarCRM
MAY 22, 2019
Mac or PC? iOS or Android? Proprietary cloud or AWS? Choices abound with today’s technology, whether it’s the laptop on your desk or the phone in your pocket. So why should your CRM be any different? Recent events have shown us that when it comes to your data, you need to do everything possible to keep it safe and make sure it’s available when you need it.
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.
Qualtrics
MAY 22, 2019
In an age when many consumers grew up using smart phones and social media, it is becoming increasingly important to use social media in your customer experience efforts. According to a case study by Twitter , when a customer tweets at a brand and receives a response, that customer is willing to spend up to 20% more with that brand on future purchases.
1 to 1
MAY 20, 2019
“CEOs need to connect with their employees.” This statement shouldn’t take any business leaders by surprise. In past decades, though, it was hardly a requirement. These days, leaders of Fortune 500 companies and startups alike are taking a different tack. Instead of remaining out of reach, more CEOs are making the effort to engage their employees—some are even humble.
Intercom, Inc.
MAY 22, 2019
If you wanted to know your customers’ gripes and praises in the past, you had to assemble a series of questions anticipating their possible answer. Then you had to try to reach them via email and convince them to fill it out. But there’s a better way now. Deepa Subramanian (a graduate of Harvard Law School and a veteran of Salesforce) set out to improve businesses’ understanding of the customer voice by co-founding Wootric , a platform that offers a range of feedback collection and a
SugarCRM
MAY 20, 2019
Did you know Tyson Foods is responsible for producing approximately half the chicken, pork and sausage consumed in the USA? This 80-year-old global company represents a portfolio of brands that you can find in almost any kitchen: AdvancePierre, Hillshire Farm, Ball Park, Jimmy Dean, and Sara Lee. Building on its existing $39B per year success, the company wanted to further develop the B2C arm of the business as part of its sales outreach, which sparked a search for the right CRM platform to supp
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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
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