Callminer

FEBRUARY 21, 2018

Investing in the right call center monitoring software is imperative for today’s call centers. Without call center monitoring, quality assurance can suffer, customer satisfaction inevitably wanes, and compliance issues can arise. But comparing and purchasing call center monitoring software isn’t as simple as it may seem. There are many variables to consider, and careful evaluation is necessary to find the right software to meet your call center’s unique needs.

Contact Center 210

Contact Center CRM Technology Technology 210

Intercom, Inc.

FEBRUARY 19, 2018

As a student of engineering you’re incentivised to write a lot and to read a lot. You’re expected to solve many well understood, discreet, simple problems, on paper, on sunny afternoons in late May and early June. This kind of learning has its place – it encourages discipline of thought and allows you to develop certain important muscles that will be useful for later – but to be successful as product engineer , you’ll also need to master a bunch of different skills.

Engineering 210

Engineering Customer Feedback Event Production 210

Beyond Philosophy

FEBRUARY 22, 2018

I’m a great fan of Apple, and not just because I use their products. For years, Apple has distinguished itself as a company that knows how to build an emotional connection with its customers. Because of that connection, Apple claims legions of loyal fans. But with its recent missteps in its handling of iPhone battery issues, one has to wonder: has Apple lost touch with its customer base?

Retail 131

Retail Customer Experience 131

Fonolo

FEBRUARY 22, 2018

The field of customer service is very close to my heart. As a young student I worked as a customer service representative, and as a “young” professional, I’ve dedicated myself to a solution that improves contact center interactions around the world. The customer service sector is unique in that it requires both companies and people to undergo continuous improvement.

Customer Service 102

Customer Service Contact Center NPS Customer Satisfaction 102

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

Callminer

FEBRUARY 20, 2018

Without call center monitoring, quality assurance can suffer, customer satisfaction inevitably wanes, and call center compliance issues can arise. But it isn’t as simple as it may seem.

Compliance 182

Compliance Customer Satisfaction 182

Intercom, Inc.

FEBRUARY 21, 2018

In sales, we often talk about how to write great email subject lines or best times to cold call. This helps, but in the world of SaaS it’s more important to communicate with your prospects when the timing is right for them to engage. Case in point: product announcement day. Great companies will spend a lot of time crafting sophisticated product announcements with gorgeous design and content, attracting a windfall of traffic to your marketing site.

Sales 199

Sales Start-ups Customer Experience 199

UJET

FEBRUARY 22, 2018

Once thought of as a cost center, service and support are now front and center as two factors that can either make or break relationships with customers—and don’t just take our word for it. Here are 30 stats that emphasize why investing in great service isn’t just the right thing to do for your customers, but also your business.

Customer Experience 86

Customer Experience 86

ProProfs

FEBRUARY 18, 2018

Safety, security and adhering to compliance is the major concern of every organization in today’s high-tech world, as the organization’s reputation and financial standings entirely depend on them. Although businesses are trying hard to improve their compliance, the methods they usually follow are traditional and ineffective. To make their management system efficient enough, businesses need to adopt a capable LMS software that offers advanced and robust features.

Compliance 92

Compliance Education 92

Heart of the Customer

FEBRUARY 20, 2018

One thing we CX-ers have in common: we love our metrics. Go to any CX conference, and the room that’s filled to overflowing is probably talking about metrics. Metrics are comfortable for us. Whether we’re talking Net Promoter Score, Customer Effort Score, or good old customer satisfaction, survey metrics give us something to share with […]. The post Your Quest for Survey Data May Be Hurting Your Company appeared first on Heart of the Customer.

Net Promoter Score 79

Net Promoter Score Customer Satisfaction CX Customer Experience 79

C3Centricity

FEBRUARY 20, 2018

A recent post by John Ollila on Loyalty Lobby about customer journey maps and touchpoints in the leisure industry prompted me to share with you, an experience I had recently with the Hilton Group. And more importantly the lessons we can all learn from such disasters! Each year around Christmas time, my family get together for a weekend of fun somewhere in Britain.

Customer Journey Map 78

Customer Journey Map Touchpoint CRM Social Media 78

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Myra Golden Media

FEBRUARY 23, 2018

I overhead one of my employees saying to an upset customer, “Sir, I work in our corporate office. I had nothing to do with the problem you’re talking about.”. She attempted to get the customer to calm down. But you know what? That didn’t calm the customer. Her words made the customer even more intense. I pulled my employee aside, and I explained to her that she was escalating the situation with the very words she hoped would get the customer to back down.

Start-ups 75

Start-ups Customer Service 75

ProProfs

FEBRUARY 19, 2018

Every business needs a strategic approach to drive e-commerce sales. Whether it is about using social networks to engage your customers or conducting discussions on a forum, it requires a lot of hard work to get the real profit out of your audience. Although some businesses still follow traditional methods of customer engagement and lead generation such as networking and advertising, they are too static, impersonal and, boring.

E-commerce 88

E-commerce Sales Innovation Customer Experience 88

PeopleMetrics

FEBRUARY 21, 2018

Customer Experience often lives within Marketing, but that doesn't necessarily mean that the two are always aligned. There is even more room for disparity when CX lives in departments other than Marketing. Today we're talking about your advertising and marketing versus your customer experience, and the importance of making sure that the experience being advertised to your customers is consistent with what your customers actually experience when interacting with your brand.

CX 67

CX CEM Business Administration Machine Learning 67

Customer Service Life

FEBRUARY 18, 2018

This article was originally published on the FCR blog on January 31, 2018. Click here to read the original. Whether it was as a frontline customer service representative or as a manager working with my team or speaking with escalated customers, there were challenges almost daily that exercised my ability to bounce back in order to remain effective at my job.

Customer Service 60

Customer Service Contact Center 60

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

Customer Bliss

FEBRUARY 23, 2018

Is your organization taking the time to improve its employees lives? When you improve the lives of your employees, you’re also taking the right steps to improve the lives of your customers. In an article recently featured in Retail Drive, “ Why Best Buy is Investing in Employees ,” Corinne Ruff shares how Best Buy’s determination to invest in its employees is driving growth and success for the company.

CX Transformation 66

CX Transformation Retail Education Start-ups 66

Taylor Reach Group

FEBRUARY 21, 2018

By: Peg Ayers, MBA, CCXP. “What you are speaks so loudly, I can’t hear what you are saying.”. – Ralph Waldo Emerson. “Do as I say, not as I do.” Nobody says it aloud. But it’s illustrated every day when people give rules and advice to others that they don’t follow themselves. New supervisors can be especially prone to this, caught up as they are in their newfound success and power with shiny titles and salaries to go with them.

Start-ups 56

Start-ups Gaming Customer Service 56

Intercom, Inc.

FEBRUARY 20, 2018

fsdfsd. The post dsfsd appeared first on Inside Intercom.

80

80

CX Journey

FEBRUARY 21, 2018

Image courtesy of Pixabay Don't believe everything you read or hear on the Internet. Yea, I know. Your mom probably warned you about that, but I'm just going to reiterate. It's a fact. Sometimes well-meaning folks put themselves out there as experts in a field and then think they can provide expertise about an unrelated (or perhaps, ancillary) field, knowing/assuming their followers will buy into what they are saying.

CX 63

CX Start-ups Business Operations 63

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

eglobalis

FEBRUARY 18, 2018

Treating Customer Experience Silos Dysfunctional. The post Treating Customer Experience Silos Dysfunctional Syndrome, and Bridging it. 30 advice’s to Tear Down This Wall! appeared first on Eglobalis.

Customer Experience 56

Customer Experience CX Customer Service 56

Provide Support

FEBRUARY 20, 2018

Customer Self-Service and Its Value. In any interaction, allowing another person to take the initiative and choose the terms of communication tends to empower them and enhance their experience. This is the main reason why customer self-service is so popular nowadays, as well as the main reason why it adds so much to the value of your brand. Aside from this, it is quite potent as a tool of reducing your company’s overhead, providing significant time-efficiency as well as allowing your customers t

Customer Service 53

Customer Service 53

Beyond Philosophy

FEBRUARY 23, 2018

How Do We Get Our Customers to Talk? The post How Do We Get Our Customers To Talk? appeared first on.

60

60

ClientSuccess

FEBRUARY 23, 2018

For those just joining our blog series CSM from the Trenches , welcome. This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help 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.

Customer Experience 46

Customer Experience Start-ups 46

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

Chip Bell

FEBRUARY 20, 2018

“Set the table” was a directive that triggered a nightly dining room chore when I was growing up. Sometimes my sister got the table setting task; it meant I would be washing the dishes after the meal. I learned early that the knife and spoon were to be placed to the right of the dinner plate with the cutting edge of the knife turned toward the plate.

Innovation 44

Innovation 44

Confirmit

FEBRUARY 20, 2018

It’s that time of year again – the 2018 ACE Awards are open for business. This is one of the highlights of the year for us, and I know the awards are something that our customers get very excited about too. As ever, our judges will be looking for examples of great Customer Experience programs that deliver real business results. While listening to customers (and of course employees) is great, what’s most important is demonstrating that you’re taking the Voice of the Custom

Contact Center 40

Contact Center VOC B2B Voice of the Employee 40

SugarCRM

FEBRUARY 21, 2018

(Editor’s note: the following post originally appeared on DestinationCRM.com ). Last year, we shook things up a bit in the CRM industry by busting five common CRM myths. It was a good manual to help organizations be aware (and more skeptical) of the rhetoric of bloated traditional CRM vendors. However, as the CRM industry changes quickly, more CRM myths have popped up.

CRM 47

CRM Artificial Intelligence AI Machine Learning 47

Intercom, Inc.

FEBRUARY 22, 2018

If your product is to survive and your business is to grow, improving your user onboarding must always be top of mind. There are two key reasons for this. First, onboarding is the one thing that every user of your product experiences. Secondly, just as Ruairí wrote recently , your onboarding strategy must adapt over time as your product and business evolve.

Start-ups 194

Start-ups Education Engineering Sales 194

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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

Lumoa

FEBRUARY 20, 2018

Customer experience plays an important, if not the most important role in success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. How do you stand in that competition? Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing and acting on the customer feedback, you’ll be able to start taking the customer experience in control.

Customer Experience 150

Customer Experience NPS Touchpoint Net Promoter Score 150

Comm100

FEBRUARY 20, 2018

Source: Alex Knight. It’s hard to remember a time when Chatbots weren’t a hot (albeit, polarizing) topic in the customer service and tech industries. From customized Chatbots on major brand websites to Siri and Alexa in our own homes, it seems like Chatbots have entered the discussion (and our lives) for good. There’s a reason why we’re so attracted to Chatbots (or at the very least, drawn into the conversation): Chatbots promise to do many things.

Contact Center 50

Contact Center Artificial Intelligence AI Social Media 50

Customer Bliss

FEBRUARY 21, 2018

“ Our customers’ lives and our lives are made up of moments,” says Dan Heath , co-author of The Power of Moments: Why Certain Experiences Have Extraordinary Impact in today’s episode. Do you think about how you can create remarkable moments for your customers? Dan and I talk about what a power moment is, the recipe for creating one, and how these experiences affect us in our personal and business lives.

Social Media 67

Social Media CX Retail Customer Experience 67

Intercom, Inc.

FEBRUARY 23, 2018

It feels like we’re entering a golden age in relationships between customers and businesses. But really we’re just coming full circle. For most of human history, businesses have been constrained by physical location. They could really only sell to the people within walking distance of their location. Business owners had a very finite market they could address so every customer and how they perceived the business really mattered.

Customer Relationship 181

Customer Relationship Transportation Start-ups Sales 181

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

CX