The Belding Group
OCTOBER 18, 2021
A positive attitude is something that everyone is capable of. It doesn't require a specific education or skill set; and it's not dependent on how much money you make, how good looking you are or what you do for a living. Attitude is, quite simply, a decision one makes. Shaun Belding | www.shaunbelding.com.
Adrian Swinscoe
OCTOBER 22, 2021
Vasco Pedro, CEO and Founder of Unbabel, recently told me a story when I spoke to him on my podcast about his experience with British Airways’ […]. The post Combating language discrimination in customer service first appeared on Adrian Swinscoe.
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Futurelab
OCTOBER 17, 2021
A couple months ago, I wrote about the difference between consensus and alignment and why that’s important to know. Back then I wrote: Tags: Annette Franz (Gleneicki) alignment customer experience culture leadership Facebook Like. Linkedin Share Button. Tweet Widget.
Callminer
OCTOBER 21, 2021
Getting omnichannel customer service right involves balancing myriad moving parts. This blog shares what makes omnichannel customer service important and how you can master it.
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 Belding Group
OCTOBER 20, 2021
If you ever find yourself doubting that you can make a difference at work, I have three stories that illustrate how easy it really is. Shaun Belding | www.shaunbelding.com.
Adrian Swinscoe
OCTOBER 20, 2021
Today’s interview is with Alan Williams, who is the Founder & MD, SERVICEBRAND GLOBAL, and helps service sector organisations to deliver significantly better business performance and […]. The post Customer purchasing decisions are increasingly being driven by their values – Interview with Alan Williams #WorldValuesDay first appeared on Adrian Swinscoe.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Callminer
OCTOBER 19, 2021
Call center analytics software is an important tool in optimizing, growing and making your call center more efficient. Learn what's needed to discover and acquire the best solutions on the market.
The Belding Group
OCTOBER 19, 2021
It's a valuable exercise to occasionally turn our focus a little more inward. The truth is, many of the challenges we have with other people can have origins right in our own little brains. Here are five questions you should ask yourself from time to time: Shaun Belding | www.shaunbelding.com.
Customer Think
OCTOBER 19, 2021
Photo by Pixabay, CC0 1.0 Customer Experience (CX) is becoming a significant concern for most business owners. In recent years we have seen many small and large companies investing a fortune to improve customer experience and stay ahead of the competition. Whether it’s for keeping the customer data safe by opting for IT security risk […].
Futurelab
OCTOBER 18, 2021
The following is a modified excerpt from my book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business) , available now on Amazon in paperback and Kindle formats. Tags: Annette Franz (Gleneicki) change change management change fatigue customer experience Facebook Like. Linkedin Share Button.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Shep Hyken
OCTOBER 20, 2021
Many years ago, my daughter and I were in our basement, and she found an old typewriter. She looked at it with amazement and asked, “Dad, what’s this?” I explained it was what we used before computers and keyboards were invented. We would type letters and thank-you notes on a piece of paper, without spell-check. She asked if she could play with it. It kept her busy for days.
Experience Investigators
OCTOBER 19, 2021
“Success is the sum of small efforts, repeated day in and day out.”. – Robert Collier. What are Micromoments? In any customer journey, there are countless small efforts. These include efforts from the company serving the customer and effort from the customer themself. . After all, the customer journey is really the journey of a relationship. The customer might be buying a product, but they’re also engaging with the brand in a thousand small ways.
Customer Think
OCTOBER 18, 2021
What is Sentiment Analysis? Sentiment analysis can be defined as analyzing the positive or negative sentiment of the customer in text. The contextual analysis of identifying information helps businesses understand their customers’ social sentiment by monitoring online conversations. Application of Sentiment Analysis 1. Brand Monitoring A brand is not defined by the product it manufactures. […].
Futurelab
OCTOBER 17, 2021
“How do you keep the customer top of mind when everybody is working remotely right now?” This was the question that Ben Motteram and I tackled on one of our recent calls. The following is a transcript of the call. Tags: Annette Franz (Gleneicki) customer experience culture customer-centric culture Facebook Like. Linkedin Share Button. Tweet Widget.
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.
Shep Hyken
OCTOBER 22, 2021
Grey Idol is the marketing director at altLine by the Southern Bank, a trusted provider of invoice factoring and accounts receivable financing. He shares six ways companies and their brands can deliver an exceptional customer experience. Companies and their brands are no longer built through advertising but through experiences, and these experiences are customer-driven.?
Myra Golden Media
OCTOBER 20, 2021
People in my workshops ask, “What do I say when a customer threatens suicide?” Customers in distress are stressful for customer support teams. When customers threaten self-harm or harm to others, they’ve taken the interaction outside the boundary of sincere conversation. Understand this. You’re not trained to handle people in crisis.
Customer Think
OCTOBER 19, 2021
To understand how organizations can harness the power of AI to drive customer experience and loyalty, it’s important to acknowledge the #1 business trend that’s currently disrupting the nature of customer experience and loyalty as we’ve known them: digital transformation. With brands investing in new digital channels as a result of the COVID-19 pandemic, increasingly […].
PeopleMetrics
OCTOBER 19, 2021
The world has changed, and the way people communicate has changed along with it. With texting & video chat being more popular than ever, it’s imperative that your customer feedback program keeps up to date on the way your customers want to speak with you. In this PeopleMetrics LIVE! session, our customer experience experts dive into these two methods, SMS & video feedback , to show you how modern companies are using them to get not only more feedback but richer feedback that drives resul
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?
Hodusoft
OCTOBER 22, 2021
Top 10 Tips to Improve the Productivity of Your Call Center Agents. Call centers are typically considered cost centers, evaluated primarily based on the results they produce. Particularly, the metric- cost per contact. Due to its highly competitive nature, it is one of the toughest, and demanding industries. Therefore, maintaining improve call center productivity, agent productivity can be a difficult task for managers.
Help Scout
OCTOBER 19, 2021
To get the most out of your customer service team, they need access to the right support tools and resources. Here are 27 to consider.
Customer Think
OCTOBER 20, 2021
This post will conclude my discussion of several B2B-specific findings from the August 2021 edition of The CMO Survey. In my earlier posts, I reviewed what the survey revealed about the state of marketing spending and the progress B2B companies have.
Heart of the Customer
OCTOBER 21, 2021
As I wrote previously, the jostling in the customer experience (CX) technology marketplace over the summer saw Kitewheel purchased by CSG, Usermind purchased by Qualtrics, and Medallia taken private by Thoma Bravo. Then Qualtrics bought Clarabridge, too. Earlier this month, Genesys acquired Pointillist and Exceed.ai. And there’s likely more to come.
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.
Conversation Agent
OCTOBER 22, 2021
777 Third Avenue. David Leddick was Revlon's Worldwide Creative Director in 1966. Steven Pressfield's boss at Grey Advertising. David helped the author of The Legend of Bagger Vance get a junior copywriter job. “I can't hire you here. If I did, you would always be remembered as the young man who used to carry copy from one office to another. Go elsewhere, make a name, then come back, if you dare.
Help Scout
OCTOBER 20, 2021
Some customer questions are difficult, but that additional effort goes unnoticed outside the team. What if those costs were shared on a menu?
Customer Think
OCTOBER 20, 2021
Any damn fool can make something complex; it takes a genius to make something simple. —Pete Seeger As a happy byproduct of the global pandemic my wife and I now see each other during the normal workweek. As such, we started a rather mundane tradition of watching one show in the evening together: the Nightly […].
The DiJulius Group
OCTOBER 18, 2021
In the new reality, most businesses are realizing they have to offer hybrid, flexible, work-from-home (WFH) models to their employees. Studies show that 60% of women and 52% of men say they would quit if they couldn’t work remotely at least part of the time. While 80% of women and 69% of men say remote. Read Full Article. The post How to Create Virtual Energy Thru Weekly Team Rallies appeared first on The DiJulius Group.
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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
Fonolo
OCTOBER 19, 2021
No matter where someone’s working, there will always be positive points and pain points. Though they vary from person to person, there are a few universal pros and cons to working in a contact center environment that all agents tend to agree on. The best way for call center managers to combat the cons is to identify what they are and what you can do to help your agents work through them.
Help Scout
OCTOBER 21, 2021
Learn about 15 types of customer communication tools you can use to engage your audience and make the most of your customer relationships.
Customer Think
OCTOBER 21, 2021
Image Credit: Haptik As Chris Messina, inventor of the buzzword, and many other brand leaders point out – Conversational commerce is about delivering personalization, simplifying user journeys, and converting visitors into paying customers. As a result, brand leaders are leveraging a variety of conversational interfaces (online messaging, chatbots, virtual assistants, etc.) to deliver an enhanced […].
Conversation Agent
OCTOBER 17, 2021
“The Conscious Leader flows effortlessly between the masculine to the feminine,” says Rúna Bouius. Jonathan Cook adds: “. and in flowing between masculine and feminine, trades in the territory between, discovering dimensions of identity that are neither and both. The flow is the thing. This is commerce.” This exchange is an inspiring example of what online dialogue could be—building on ideas.
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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