Sat.Apr 02, 2022 - Fri.Apr 08, 2022

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What is customer lifetime value?

Callminer

Customer lifetime value (CLV) is a great way to track your customers' overall perception of your brand. Read this blog learn what it is, why it's used and how to make the most of this valuable metric.

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The impact hateful and toxic social media content has on your customers and people and what to do about it – Interview with Joel Bailey of Arwen

Adrian Swinscoe

Today’s interview is with Joel Bailey, the Product & Service Director at Arwen, a technology platform that uses AI to remove unwanted content from social media […]. The post The impact hateful and toxic social media content has on your customers and people and what to do about it – Interview with Joel Bailey of Arwen first appeared on Adrian Swinscoe.

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Top 10 Customer Service Stories of 2021

Shaun Belding

The Top 10 Customer Service Stories for 2021 This year’s Top 10 Customer Service Stories for 2021 is kind of special for us, as it represents a rebound from the previous year where positive stories were few and far between. The Bad News The bad news is that 2021 picked up where 2020 left off […]. Shaun Belding | www.beldingtraining.com. Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog.

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Lessons from The Overlook: Know when to leave

Inside Customer Service

Note: Lessons from The Overlook was a periodic update on lessons learned from owning a vacation rental property in the Southern California mountain town of Idyllwild. It was a hands-on opportunity to apply some of the techniques I advise my clients to use. This will likely be the last one. You can find past updates here. Here's the short version: Sally and I sold The Overlook.

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From Data to Decisions: Maximizing Retail Potential with AI

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.

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Technical basics series: Bayesian inference 101

Callminer

All statisticians use Bayes’s theorem, even frequentists. What makes you a Bayesian is in how you interpret it. The CallMiner Research Lab breaks it down in this new blog.

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Built for you: Next-generation surveys, ditching hold times with Switch, and more

Intercom, Inc.

March was a big month at Intercom. St. Patrick’s Day celebrations returned, more and more of our teams were able to work from the office, and we hosted our first ever global virtual event, New at Intercom – bringing together our leaders and customers under one virtual roof. They shared industry trends, customer insights, and revealed some game-changing products that will transform your business.

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Customer Service Is More Important Than Price

Shep Hyken

“Is customer service more important than price?” . That’s exactly what we asked more than 1,000 consumers in our customer service research. The response was that 58% said, “Yes.” And just to make sure, we asked a similar question later in the survey, “Would you pay more if you knew you would receive great customer service?” Once again, 58% said, “Yes.” .

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Six Best NPS Software Solutions for 2022

Totango

The number of NPS software providers has proliferated as the importance of tracking Net Promoter Score (NPS) has been realized by a growing number of enterprises. This raises the question, how do you find the best NPS software solutions? In this guide, we’ll help you tackle this issue. First, we’ll cover what NPS software is and what features are important so that you know what to look for when selecting a solution.

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Engineering at Intercom: Highlights from my first two years

Intercom, Inc.

One of the joys of an engineering career is how varied it can be – the size, industry and above all culture of any company entirely determines what an engineering job actually looks like on a day to day basis. But that variety also brings a challenge – when considering engineering job opportunities, how do you know what you’ll actually be doing?

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5 Skills and Traits Every Call Center Leader Should Have

Fonolo

What comes to mind when you think of the ideal call center leader? Organized? Professional? Inspiring? While those are certainly beneficial, the right candidate needs a lot more than that to make it as a successful call center leader. If you want your agents to consistently meet company goals, you must invest in the right leaders, including managers and supervisors.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Top 5 Customer Experience Trends to Consider in 2022

Hodusoft

Top 5 Customer Experience Trends to Consider in 2022. In recent years, businesses have realized the impact that customer experience has on the growth of their businesses. To make sure that their companies stick out in the market, they do everything to ensure that their customer experience is optimal. A recent survey by PwC found that 86% of buyers are ready to pay more for better customer experience.

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9 Customer Retention Strategies to Use in 2022

CommBox

For a business to be profitable, it is important to be able to attract customers. You can use different channels and ways to find buyers. Engage the best marketers. But it won’t matter if you don’t use customer retention techniques. This is an excellent method that will allow you to save your promotion budget and increase brand loyalty. This article will talk about ways to help you retain your clientele in 2022.

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Switch on the next generation of phone support

Intercom

When it comes to customer support, there’s no substitute for the personal approach. Now more than ever, businesses are looking for a way to scale that personalized support. That’s why we’re excited to introduce Intercom Switch: the easiest way to move inbound call volume to messaging. Phone support has been carrying that personal touch for support teams for decades.

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How to Easily Design and Run Your Customer Journey

Totango

Mapping out your customer journey is not an easy task. It can be complicated and messy and difficult to see the path forward. When you finally get it all mapped out, then you have to figure out which tools to use to activate it – and it might even be outdated a week later! Shouldn’t there be an easier way? Meet the Customer Experience Canvas. This new tool from Totango is the first and only solution that enables you to visually design, build, run, measure and iterate on any customer journey in r

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Software Composition Analysis: The New Armor for Your Cybersecurity

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?

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How to Set Industry NPS Benchmarks and Why It Matters

Lumoa

Net Promoter Scores are always an interesting topic of conversation, and industry NPS benchmarks even more so. The NPS system was created by Fred Reichheld and his team at Bain & Company and Satmetrix Systems in 2003 to help companies improve their marketing strategies to better serve customers’ needs with real, verifiable data that they could analyze and act on.

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Maintaining Staff and Improving Speed to Competency During the Great Resignation

Execs In The Know

Technology changes impact all facets of a business. For contact centers, this also includes staffing and operations. Digital transformation poses distinct operational challenges for the contact center that go beyond the customer and agent experience; we’ll address two of those challenges here. While contact centers are increasingly turning to Artificial Intelligence (AI) applications for a variety of reasons, these technologies are not a silver bullet for everything, nor are they a complete so

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Embodying Values in Business

Conversation Agent

Dame Anita Lucia Roddick founded The Body Shop out of a desire to make ends meet in 1976. Her husband had left for the Americas for two years to ride a horse from Buenos Aires to New York. You can still find some interviews she’s given online. Listening to her talk, she sounds like a sort of Dame MacGyver, someone who can use the tools she has at her disposal to make things happen.

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What is Call Center Quality Monitoring and Why is it Important?

Fonolo

“This call may be monitored for call center quality assurance.”. Anyone who’s ever called a contact center would recognize this familiar line —and for good reason. Call quality monitoring is an essential piece of the puzzle when it comes to increasing and maintaining high customer satisfaction (CSat) scores. Quality management is also a great way to find holes in a call center agent’s skill set and address them head on with specific training.

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7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus

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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Do You Need a CX Vision?

Heart of the Customer

“One of the first things you do when you stand up a CX program is to create a CX vision.” It’s said so often that it’s pretty much a cliché. It just seems to make sense. It also aligns with John Kotter’s 8-step change management program. I wrote about this a few years ago, and […]. The post Do You Need a CX Vision? appeared first on Heart of the Customer.

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Don’t Do This! Why Do People Fail to Understand Customers’ Real Expectations?

Beyond Philosophy

Many organizations do not know what customers expect from their experience and to their detriment. Understanding customer expectations is fundamental. Fail to meet them, and you have, well, failed. You failed to surprise and delight the customer, and you failed to provide an excellent experience that inspires the customer loyalty necessary for customer-driven growth.

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Design of Story, the Sensual Way

Conversation Agent

This photograph by Helmut Newton for Pirelli, the Italian group famous for its iconic and sensual calendars, never made it to a calendar. If the project had come to completion twenty-one years ago, there would be another prize out there for icon hunters to chase — the first, and only, Pirelli calendar made in Italy by Newton. Pirelli Italia asked Newton to envision the Calendar in the spring of 1985.

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What is Call Center Quality Monitoring and Why is it Important?

Fonolo

“This call may be monitored for call center quality assurance.”. Anyone who’s ever called a contact center would recognize this familiar line —and for good reason. Call quality monitoring is an essential piece of the puzzle when it comes to increasing and maintaining high customer satisfaction (CSat) scores. Quality management is also a great way to find holes in a call center agent’s skill set and address them head on with specific training.

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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The 2022 Customer Service Revolution Conference Lineup Revealed

The DiJulius Group

A Customer Service Revolution is… A radical overthrow of conventional business mentality designed to transform what Employees & Customers experience. This shift produces a culture that permeates into people’s personal lives, at home, and in the community which in turn provides the business with higher sales, morale, and brand loyalty – Making Price Irrelevant!

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Guest Post: Understanding Digital Customer Experience in Retail Industry

Shep Hyken

This week, we feature an article by Nikhil Pereira is a Contact Center expert with 20 years of end-to-end contact center expertise. He has experience across the Contact Center spanning Hiring, Training, Quality, Workforce Management, and Performance Management. He shares how retailers can understand the digital customer experience in the retail world.

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CX in financial services

MyCustomer Experience

CIt’s hardly a surprise that organisations across industries are prioritising Customer Experience (CX) as key to their strategies in the. 6th Apr 2022. By Smoke CI.

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Reducing Burnout To Deliver Better Customer Experiences

Doing CX Right

Marcey Rader, productivity expert, and three-time bestselling author explains how to banish burnout, retain good people, and achieve success through practical tools and sustainable habits. The post Reducing Burnout To Deliver Better Customer Experiences appeared first on Doing CX Right.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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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080: Becoming a Successful CX (Customer Experience) Coach

The DiJulius Group

Chief Revolution Officer John DiJulius of The DiJulius Group talks with Frank Favaro, one of the top Customer Experience Coaches. They discuss how after having successful careers in multiple industries by focusing on building strong relationships, Frank started his own coaching business helping others do the same. You will learn: How Frank brought customer experience.

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Amazing Business Radio: Dr. Claes Fornell

Shep Hyken

The Return on High Customer Satisfaction Is Huge. The Link Between the Top Rated Customer-Focused Companies and the Stock Market. Shep Hyken interviews Dr. Claes Fornell, founder of the American Customer Satisfaction Index (ACSI) and the Distinguished Donald C. Cook Emeritus Professor of Business at the University of Michigan. Dr. Fornell is the author of The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference.

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Click for customer safety

MyCustomer Experience

CIn 2021 more than twenty thousand people were caught by remote access tool scams; resulting in a collective loss of over fifty-seven. 7th Apr 2022. By ElementalCoSec Director.

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What Managers Can Do to Alleviate WFH Stress & Burnout

cxservice360

As we continue through a remote-dominated workforce, stress and burnout have become an increasing problem. In a 2021 Indeed study, 52% of workers reported burnout symptoms, which is almost 10% higher than what was recorded prior to Covid-19. Burnout is described as an intense prolonged feeling of exhaustion that stems from excessive emotional, mental, and.

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When Customers Win, You Win: How to Deliver Value That Transforms Your Customer Experience

Speaker: Donna Weber - Customer Onboarding Expert

Customer onboarding is so much more than going live with your product and driving adoption. The truth is, onboarding is the most important part of the customer journey. When you set positive first impressions, establish trusting relationships, and quickly deliver meaningful outcomes, you create customers for life. Invest an hour with Donna Weber to learn why your customer onboarding is critical to your success.