Callminer

OCTOBER 17, 2018

New research by reveals that US businesses have contributed to a switching epidemic by not valuing or listening to customers when they have problems.

182

182

UJET

OCTOBER 18, 2018

When done right, a conversation with the customer over the phone can be helpful, engaging, and even fun. The problem with voice support is that it can also go terribly wrong, and those are the types of interactions that people hear about.

Customer Experience 156

Customer Experience Contact Center Customer Service 156

Intercom, Inc.

OCTOBER 16, 2018

“If you can’t measure it, you can’t manage it,” as Peter Drucker put it. But that approach doesn’t just apply to your supply chain management, revenue or churn rates – most fundamentally, it also applies to people and our performance. People are all unique, and our performance can vary from hour to hour, never mind from day to day. Measuring that is inherently messy and difficult, which is why crafting effective KPIs for people’s performance is so challenging.

Engineering 154

Engineering Construction Customer Satisfaction Start-ups 154

Experience Investigators

OCTOBER 17, 2018

Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. According to the report, the list of buzzwords is growing. And I agree. Leaders toss around terms like “engagement” and “transformation” in ways that make those terms seem less important than they are.

Customer-Centric Organization 103

Customer-Centric Organization Innovation Touchpoint Customer Experience 103

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

Taylor Reach Group

OCTOBER 18, 2018

Taylor Reach helps global contractor network revitalize telephony for contact centers. A global leader in contract resource management has enlisted the aid of The Taylor Reach Group, Inc. (Taylor Reach) in acquiring a new telephony platform for their offices and contact centers around the world. Headquartered in the USA, the client is a global resource for connecting qualified contractors and suppliers with hiring clients.

Contact Center 96

Contact Center Compliance Technology Technology 96

Fonolo

OCTOBER 17, 2018

As we transition into autumn, it’s easy for us in customer service to lose the steam, energy, and focus we coveted during the rejuvenating days of summer. This is certainly not ideal given that the late fall and early winter months are some the busiest for call centers and contact centers in many the vertical: Black Friday, Super Saturday, and most of the days book-ending December 25th see a dramatic upsurge in customer support requests, which accompanies a similarly dramatic upsurge in sh

Customer Service 93

Customer Service Social Media Contact Center Education 93

DMG Consulting

OCTOBER 16, 2018

What’s New with Workforce Management? 2018 is the most exciting year in decades for the WFM market, with developments in innovation, interest and investment. Vendors are delivering innovation in the form of better user interfaces (UIs) that offer a much-improved experience without sacrificing function. These interfaces are delivering enhanced tools that engage agents and give them the autonomy to become active participants in managing their own work-life balance.

Contact Center 83

Contact Center Artificial Intelligence Machine Learning Innovation 83

Beyond Philosophy

OCTOBER 19, 2018

To improve your customer experience it is vital you address these seven key strategic questions. Colin reveals these questions at a keynote conference speech in Bahrain. Do you know the answers to these questions? Colin also interviews Rami Sweis, CEO of GolfCX on how customer experience is becoming a key area in the Middle East region. Finally, Colin reveals how you can download his ebook ‘Unlocking the Hidden Customer Experience for free!

CX 74

CX Customer Experience 74

Fonolo

OCTOBER 18, 2018

Meet Jane, the co-founder of a start-up that makes software for independent designers. Last year, her business received a round of seed funding and, as a result, its volume of orders quadrupled. Although this growth was positive, Jane was left struggling to keep up with customer (and internal) communications; processing new orders; investigating logistical issues; optimizing marketing strategies; and testing and updating product features.

Net Promoter Score 91

Net Promoter Score Compliance Start-ups Customer Satisfaction 91

Intercom, Inc.

OCTOBER 15, 2018

Last week, we released our intelligent bot, Answer Bot , which helps you provide instant resolutions to customers by automating answers to their common questions. One of the unique things about Answer Bot is that not only does it provide specific answers rather than just article suggestions, but those answers can also include apps to power the actions needed to resolve their questions.

Start-ups 123

Start-ups Sales 123

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Myra Golden Media

OCTOBER 15, 2018

I made a support call to a company yesterday because I was stuck in a loop on an application. I’m glad I called because the representative gave me such a great experience that I found myself smiling and thinking, “She’s good. Really good.” Here’s a rough transcript of our conversation: Employee: “Hi, My name is Amy, and it’s my pleasure to help you today.

Customer Experience 79

Customer Experience 79

Customer Bliss

OCTOBER 16, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from a longer video of 10 customer experience potholes to avoid.

Customer Experience 74

Customer Experience Start-ups CX Gaming 74

Chip Bell

OCTOBER 16, 2018

The air conditioning system broke in the little country church we attend when we have a getaway weekend to our North Georgia river house. It was a hotter than normal day, even for the normally cool mountain area. So, the church ceiling fans were turned on! It was an improvement, but clearly not the same. It reminded me of customer service…but, then most things do!!

Customer Service 71

Customer Service Innovation 71

DMG Consulting

OCTOBER 16, 2018

Question: Our customer satisfaction survey response rates are declining. What additional information can we use to determine customer satisfaction? Answer: Contact centers have a wealth of data that provides insight into customer satisfaction and can be used to augment enterprise feedback management (EFM)/surveying results. Here are some suggestions: Speech/text analytics – use contact center analytics technology to fill survey gaps.

Customer Satisfaction 67

Customer Satisfaction Text Analytics Social Media VOC 67

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

Heart of the Customer

OCTOBER 18, 2018

I recently purchased a new phone, so of course, I need a new case. I’ve loved my Carved wooden phone case, so I ordered another, but this time they did something new. When my new case came, it included something special. In addition to sending the standard packing and instructions, Carved included a “trading card” with […]. The post A Successful B2C Engagement Tactic Applied to B2B appeared first on Heart of the Customer.

B2C 60

B2C B2B Voice of the Customer Customer Relationship 60

Myra Golden Media

OCTOBER 19, 2018

It’s rare that I don’t write to you about customer service issues. But I want to talk about balance, not just because it’s so important to me, but because I know achieving peace and balance will help you be a better manager, leader, or customer service professional. Over the years I’ve found five practices that have helped me find peace and balance between my business and my personal life. 1.

Start-ups 63

Start-ups Customer Service Customer Experience 63

Fonolo

OCTOBER 18, 2018

Meet Jane, the co-founder of a start-up that makes software for independent designers. Last year, her business received a round of seed funding and, as a result, its volume of orders quadrupled. Although this growth was positive, Jane was left struggling to keep up with customer (and internal) communications; processing new orders; investigating logistical issues; optimizing marketing strategies; and testing and updating product features.

Net Promoter Score 57

Net Promoter Score Compliance Start-ups Customer Satisfaction 57

ClientSuccess

OCTOBER 17, 2018

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.

Start-ups 56

Start-ups Customer Relationship Management Innovation Customer Relationship 56

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

Customer Bliss

OCTOBER 17, 2018

In my latest vlog post , I explain 4 different potholes to avoid in order to advance your CX work, and today, I’m sharing excerpts from previous interviews with two experienced C-Suite leaders who successfully incorporated some of these tactics within their first year as a CCO. You’ll hear from Brian Lilie , CCO and Head of Technology at Equinix , the world’s largest IBX data center & colocation provider, and Isabella Lau , CCO and CMO at Manulife , a Canadian multinational insurance c

CX 52

CX CX Transformation Gaming Start-ups 52

Totango

OCTOBER 19, 2018

We had a great time at the Technology and Services World (TSW) in Las Vegas networking, sharing ideas, and learning about the latest trends in technology services. It was a valuable and insightful event and the turnout at our booth from prospects and customers plus the successful session with our CEO Guy Nirpaz and Dilip Kumar, COO of Dimension Data, as they presented how Dimension Data has achieved better business results overall running on Totango, was by far the highlights for us.

Technology 48

Technology Technology Innovation 48

Fonolo

OCTOBER 16, 2018

Most marketing decisions today are driven by data. With CRMs, social analytics, Google analytics and e-commerce platforms readily available to most companies, marketing teams are able to pore over and analyze enormous amount of statistics, numbers, charts and trends. From product development to launch strategies and content planning, data is often behind many key decisions being made by company leaders.

Social Media 57

Social Media E-commerce Start-ups Customer Expectations 57

TeamSupport

OCTOBER 19, 2018

Company growth is a great thing and it puts a buzz in the air that is tough to match. With this increase in revenue and customers, however, often comes a higher volume of help desk tickets. Before you know it, your lone help desk employee is working overtime to keep up. After adding a couple people to truly make your own help desk “team”, you realize that spreadsheets and emails aren’t the way to go.

B2B 49

B2B Technology Technology 49

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

Confirmit

OCTOBER 18, 2018

What Is Customer Retention? Customer retention refers to an organization’s processes and activities that aim at stopping customers from churning or switching to a competitor. Increasing customer loyalty is a key goal of any business, and contributes greatly towards sustainable growth. Despite this fact, and irrefutable evidence that existing customers are more valuable than new ones, customer retention has often taken a back seat to driving sales.

Customer Retention 45

Customer Retention VOC Net Promoter Score Voice of the Customer 45

The DiJulius Group

OCTOBER 17, 2018

The Greatest Hotdog Vendor Ever To get the greatest hotdog ever, you need to find the greatest hotdog vendor. The best hotdog vendor I have ever seen can be found at Progressive Field, the Cleveland Indians baseball stadium. Sean is not just an ordinary hotdog vendor. He provides a memorable unique moment with every customer. Read Full Article. The post The Greatest Hotdog Vendor Ever | Get Your Masters In Customer Experience appeared first on The DiJulius Group.

Customer Experience 41

Customer Experience CX Customer Service 41

CX Journey

OCTOBER 17, 2018

Image courtesy of Pixabay I'm already seeing it: people are starting to talk and write about customer experience trends for 2019. It's only the start of Q4! We haven't even made it through 2018 yet! Still lots of time to make things happen. (Right?!) Regardless, I'm not big on talking about customer experience trends for the new year any more. I have in the past, but I gave up a couple years ago.

CX 44

CX Government Start-ups Omnichannel 44

Beyond Philosophy

OCTOBER 18, 2018

“If all of your friends jumped off a cliff, would you do it, too?”. Who hasn’t heard that one before? We all know the evils of peer pressure from our parents, teachers or, in my case, the authorities. But what if I told you peer pressure could be great for your Customer Experience? Would you reconsider your judgmental stance against it? Everybody else is doing it.

Start-ups 40

Start-ups Customer Experience 40

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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

1 to 1

OCTOBER 17, 2018

At Incite Group’s Customer Service Summit, executives and thought leaders discussed how to deliver the best customer service in a growing omnichannel world. A big theme was how to utilize AI and chatbot technology as an effective tool on digital platforms while maintaining the human aspect that’s so essential for care. Messaging apps, such as WhatsApp and Messenger, were a hot focus.

Omnichannel 24

Omnichannel Customer Service AI Technology 24

Intercom, Inc.

OCTOBER 19, 2018

Large engineering organizations face a common problem – different teams working on different parts of a product can end up having specific domain knowledge, and even specific cultures, that can lead to silos. With siloed engineering knowledge, teams can start building fortresses, which can make it harder for others to jump in and contribute to the company’s goals.

Engineering 106

Engineering Machine Learning Start-ups Technology 106

Customer Bliss

OCTOBER 17, 2018

How easy do you make it for customers to get what they want when they want it? Do you understand how your customers’ lives affect their desires? What do you do to consider their desires, needs, concerns? Once you have that information, how will you improve your customer journey and experience? Make-mom-proud companies take a human-centered approach when engaging with customers.

Start-ups 92

Start-ups Innovation CX Customer Experience 92

Comm100

OCTOBER 18, 2018

Holiday shopping season isn’t easy. Even for the most well-organized customer service functions, seeing query volumes and queues rise into the red can be a hair-raising and difficult experience to handle. When it comes to holidays some things don’t change, like presents under the tree, turkey at Thanksgiving, and even customers’ expectations of service.

Customer Service 41

Customer Service Contact Center Customer Expectations Retail 41

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