Intercom, Inc.
DECEMBER 4, 2020
We wanted to explore the retail landscape through various distinct themes – offering a range of perspectives and experiences. So we started by delving into the physical history of the store, followed by how our habits have changed, then we looked at who and what is fuelling the shift online, and finally we considered how the events of 2020 might inform how we shop, plan, and build in the future.
Win the Customer
NOVEMBER 30, 2020
Being an exceptional customer service representative comes with specific requirements. One of them is understanding the effect of using service phrases. Your goal as a customer service employee is to hear problems and bring solutions. As long as you know how to solve the issues arising, you’re successful. However, communicating well 24/7 can be difficult.
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Fonolo
DECEMBER 3, 2020
Over the past few years, CX has become more than just a hot topic. It’s become the heart of business conversations. To truly provide the best service for your customers, you need to focus on their entire journey with your company — examine their touchpoints, interactions, and expectations and ask yourself: Is there a way to make this process simpler?
Heart of the Customer
DECEMBER 3, 2020
As I’m sure many of you were, I was shocked to hear of Tony Hsieh’s untimely death this past weekend. In case the name doesn’t ring a bell, Tony is the recently-retired CEO of Zappos. In that role, he shepherded an online shoe seller with annual sales around $1 million (Zappos started as ShoeSite.com) into […]. The post CX Loses a Visionary appeared first on Heart of the Customer.
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.
DMG Consulting
DECEMBER 1, 2020
2020 Contact Center Retrospective. What an amazing year 2020 has been – never seen anything like it and hope we won’t again. But, despite all of the challenges, a lot of good things have happened, including in the world of contact centers. Below are 6 positive mega trends that emerged during the dark hours of the pandemic; all of these trends are here to stay and will continue to play an important role in contact centers for the foreseeable future: Work-from-home – When the pandemic hit country
Buyer Persona
NOVEMBER 29, 2020
When I was a young boy, I was fascinated by the history of the Lewis and Clark Expedition that began in May of 1804. An exploration to chart and explore the Louisiana Purchase Territory at the behest of President Thomas Jefferson. Lewis and Clark spent the fall and winter of 1803-1804 in preparation. Requisitioning supplies and recruiting 41 brave men for the expedition.
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Zendesk
DECEMBER 4, 2020
We live in a world of one-click checkouts, next-day shipping, and many other forms of instant satisfaction. So, when it comes to customer service, web self service is no longer a trend — it’s an expectation. Sure, there will always be a time and a place for verbal interactions and hands-on support. But many times, the best way to serve your customer is to get out of the way.
Astute
NOVEMBER 30, 2020
What can a brand do to help convert customers into repeat and loyal brand advocates, and boost its bottom line in the process? The post Customer Retention Management: How to Keep Customers from Jumping Ship appeared first on Astute.
DMG Consulting
DECEMBER 1, 2020
Question: What information should we include in a job description? Answer: A job description (JD) is an important tool for defining and communicating the functions and responsibilities associated with a particular position in an organization. It also serves the very important function of compelling the hiring manager to specify and document the requirements and skills needed for prospects to perform the job.
TeamSupport
DECEMBER 2, 2020
In Part 1 of this series, we talked about why it’s important to make decisions that can positively impact your customer support department swiftly, and what the consequences are if you don’t. Even a big decision like changing your B2B customer support system can move quickly if you know where to start and how to evaluate the right solution providers.
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Zendesk
DECEMBER 3, 2020
Despite being one of Chicago’s most acclaimed eateries, the gourmet restaurant Alinea was accused of tastelessness this past July. The criticism wasn’t about the quality of the food; it was about the presentation. Namely, the design of a coronavirus-shaped canapé that one diner photographed and shared on social media. Hundreds of Instagram users expressed outrage at the balls of coconut custard that were speckled with red raspberries to resemble the virus.
Astute
DECEMBER 1, 2020
Ensure your knowledgebase article templates deliver the right information to the right audience at the right time. The post 6 Steps to Building a Better Knowledgebase Article Template appeared first on Astute.
Beyond Philosophy
DECEMBER 4, 2020
Everyone is saying that the pandemic will be the death of retail. I don’t see it this way, but I think the pandemic will accelerate change and reshape the way customers do retail, both physically and digitally. Organizations that recognize and anticipate this shift will benefit most from the pandemic-inspired modifications in customer behavior.
TeamSupport
NOVEMBER 30, 2020
In business and in life, making a decision is easy when you’re working with a true partner and together can weigh all the factors involved towards making the right decision. In a specific example, the same can be said when it comes to making decisions that impact your B2B customer support teams’ success. As a customer support leader, you have to make a million decisions a day, and many, if not most of them, involve helping to solve customer issues.
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.
UJET
DECEMBER 2, 2020
This is a guest post by Donna Fluss, the president of DMG Consulting LLC. Let’s be real. The title of this blog post is an important question that many executives are asking. Actually, they aren’t just asking, they are hoping that artificial intelligence (AI) will allow them to replace live agents, just as they have been since interactive voice response systems (IVRs) were first introduced into the market more than five decades ago.
Astute
DECEMBER 3, 2020
Are you ready for 2021? See the 10 trends and predictions for the customer experience, customer care, and customer intelligence in 2021. The post The Customer Experience in 2021: Top 10 Trends You Need to Know appeared first on Astute.
Beyond Philosophy
NOVEMBER 28, 2020
Retail is Broken: This is the Solution. Some might say that retail is dead, another victim of COVID-19. However, I would argue that it is merely changing but far from finished. The pandemic has hastened changes to physical and digital retail experiences and customer behavior. Still, organizations that recognize and anticipate the shift can adapt and benefit from the new business-as-usual.
The DiJulius Group
DECEMBER 2, 2020
4 Quick Tips to Help you Make the Pandemic Irrelevant 1. Customer Service Feature Story Want to transform your customer service? Do this first By Dave Murray, Senior Customer Service Consultant As a customer service consultant, I repeatedly get asked, “When wanting to substantially improve your company’s customer service, where is the best. Read Full Article.
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?
Zonka Feedback
DECEMBER 1, 2020
With immense pleasure, we announce that Zonka Feedback has been named as 'Product Leader' in the Top 20 Employee Engagement Software Products list of 2020.
C3Centricity
DECEMBER 1, 2020
Earlier this year I wrote about the impact of AI and ML on digital marketing. The article is called “ AI and ML are Taking Digital Marketing to the Next Level.” In it, I compared the positive and negative implications of technology for customers and companies alike. So this week I wanted to write about the impact of smart choices for business in general.
Totango
DECEMBER 1, 2020
Hi there, I hope all of you had a great weekend, and for those who celebrated Thanksgiving, I hope you got some additional rest and relaxation. We are almost at the end of this special weird year moving swiftly towards 2021. Before we get to the new year, we still have some great functionality we would like to deliver by the end of 2020. New Totango usage analytics will allow admins and users to report the usage and performance of the team.
Zendesk
DECEMBER 2, 2020
Like everything else in 2020, the holiday season is looking a little different this year. That’s why we got together with Chatdesk co-founders Aneto Okonkwo and Andrew Olaleye to talk about how good CX (and a little planning) can help keep the holidays merry and bright. Read on for the full conversation, and if you like what you learn, join our Startup Central Slack Community for more conversations like this.
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.
Zonka Feedback
DECEMBER 2, 2020
Customer Satisfaction is the key element that drives a business towards success and enhancing this element in your business means to provide your customers not only a good product or a service, but also a great Customer Experience. If we look at the market situations a few years ago, let's say a decade or two, the key factors influencing sales were price and product quality.
ModSquad
DECEMBER 3, 2020
This year has brought major changes to the way we conduct our everyday business, from at-home working to remote education to virtual meetings and hangouts. And now it’s the gifting and shopping season, which has not been spared from the 2020 twist. Sure, ecommerce has been growing steadily for years now, but there’s nothing like lockdowns, quarantines, and social distancing to make online shopping look even more attractive to the American consumer.
Totango
DECEMBER 1, 2020
Loyal customers are one of the most valuable assets a company can have. Not only does customer loyalty equal a higher lifetime value as compared to short-term clientele, but long-term customers boost brand image and are more likely to provide word-of-mouth advertising to their peers. A high churn rate can reflect poorly on your enterprise and require you to invest more in customer acquisition; retention efforts are far less costly and often provide more positive results.
Zendesk
DECEMBER 4, 2020
You’ve set up pipeline stages in your sales CRM. Every rep on your team moves their leads through the same series of steps when managing their deals. So why are unqualified leads ending up in the discovery stage of your sales process? Why aren’t sales hitting their projected numbers? Most likely, it’s because you haven’t established clear criteria for moving leads from one stage to the next.
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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
UJET
DECEMBER 2, 2020
This is a guest post by Donna Fluss, the president of DMG Consulting LLC. Let’s be real. The title of this blog post is an important question that many executives are asking. Actually, they aren’t just asking, they are hoping that artificial intelligence (AI) will allow them to replace live agents, just as they have been since interactive voice response systems (IVRs) were first introduced into the market more than five decades ago.
ModSquad
DECEMBER 3, 2020
This year has brought major changes to the way we conduct our everyday business, from at-home working to remote education to virtual meetings and hangouts. And now it’s the gifting and shopping season, which has not been spared from the 2020 twist. Sure, ecommerce has been growing steadily for years now, but there’s nothing like lockdowns, quarantines, and social distancing to make online shopping look even more attractive to the American consumer.
Totango
DECEMBER 3, 2020
Across the globe, 2020 has proven to be an incredibly transformative year, with the global pandemic changing how we work and interact with one another on a daily basis. Looking back at the 2020 Customer Success Salary Report , this year has also had a particularly influential effect on the Customer Success (CS) Industry. As compared to 2019, companies are increasingly growing their Customer Success teams to maximize retention and drive growth from existing customers. .
Zendesk
DECEMBER 3, 2020
Maybe you’ve heard it before: “People don’t quit their job; they quit their managers.” Bad managers can make your work life miserable. But the reverse is also true: good managers can boost a team’s productivity and morale. In sales performance, it’s especially true. Sales is a naturally competitive environment, attracting strong personalities and promoting reps that are tough go-getters.
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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