Sat.Oct 21, 2023 - Fri.Oct 27, 2023

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How to bring employees together for the holidays – Even if they’re far apart

Adrian Swinscoe

This is a guest post by Cindy Mielke, VP of Strategic Partnerships at Tango. Maintaining a sense of unity and company culture in remote and hybrid […] The post How to bring employees together for the holidays – Even if they’re far apart first appeared on Adrian Swinscoe.

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Customer service is a performance art. Are you Oscar-worthy?

Bill Quiseng

QUI QUESTION: Customer service is a performance art. Are you Oscar-worthy? Movie actors like Sandra Bullock, Scarlett Johansson, Tom Hanks, Dwayne Johnson, and Keanu Reeves act to be happy, sad, scared, scary, or angry. Yet, we, as the audience, believe they are genuinely real. The actors may “act their part”, but they are so good that we, as the audience, believe they are real.

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Trending Sources

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Podcasting Power: Elevating Brands & Speakers

Doing CX Right

Why does podcasting matter? Award-winning podcaster, Stacy Sherman, highlights its role to amplify speakers, boost brands, and enrich customer engagement. The post Podcasting Power: Elevating Brands & Speakers appeared first on Doing CX Right.

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Putting People First: the path to Customer Centricity, essay

Customer Think

A few years ago, Brian Moynihan, the CEO of Bank of America, was interviewed as he discussed their new Customer Focus initiative: prioritizing Customer Centricity over revenue by putting their customers first. He said something like, ‘The money will come. Let’s take care of the customer!

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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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How to bring employees together for the holidays – Even if they’re far apart

Adrian Swinscoe

This is a guest post by Cindy Mielke, VP of Strategic Partnerships at Tango. Maintaining a sense of unity and company culture in remote and hybrid […] The post How to bring employees together for the holidays – Even if they’re far apart first appeared on Adrian Swinscoe.

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The Game-Changer: Why Omnichannel Comms is Critical for Gaming

Comm100

In the fast-paced, high-stakes world of the gaming industry, the phrase “adapt or perish” couldn’t be more relevant. As player preferences evolve and competition intensifies, gaming companies must leverage every technological advantage at their disposal. One area where the industry has witnessed a dramatic transformation is in player support and communication.

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More Trending

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Uncover the Secret to Driving Brand Value With This Powerful Framework!

Beyond Philosophy

A listener, Irene Beard, is starting her own company. She’s always believed in a strong brand, but how can she plan what people take away from her brand? Since we discussed this on a recent podcast, and I thought many of you might have the same problem, I thought I would also share our insight on this topic here. Before we get into that, I thought I would mention that Beard contacted us as part of our “I’m in a pickle!

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CX Network’s 20 leaders to watch in 2024

CX Network

Profiling 20 leading CX professionals from around the world who have brought an innovative and visionary approach to their role

CX 120
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Happiness in Customer Experience: A Competitive Advantage

Lumoa

Success in customer experience (CX) can be represented by numbers. A high Net Promoter Score (NPS), a large number of new customers in a month, or fewer unsatisfactory customer service request conclusions, are just some of the metrics we use to measure an effective customer experience. But in this pursuit of numbers, we mustn’t lose sight of what truly drives customer experience: Happiness.

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[Experience Action Podcast] CX Pulse Check 2

Experience Investigators

Are you ready for another CX Pulse Check? Join Jeannie and Paige, as they talk about what’s happening right now in Customer Experience (CX). What if you could tap into the secrets of how top retailers are adapting to the transforming world of customer behavior? Imagine the insights you could gain if you knew how these businesses are enticing customers with exciting new offerings like curbside delivery, sample boxes, and impulse purchases.

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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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Unleash the power of this framework to drive brand success!

Beyond Philosophy

Poor Irene Beard. She is in a pickle, and she needs our help. A strong believer in brand, Beard is starting a new company and asked us for help getting people to take away what she wants them to about her company’s brand. Beard’s question brings up some interesting concepts regarding brands, their origins, their evolution, and their existence for organizations today.

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The Secret to AI is the Key to Better Sales Calls

Customer Think

In early 2023, sales professionals worldwide logged into ChatGPT for the first time with the expectation that they’d never have to write sales messaging themselves again.

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Benefits of cloud migration

Qmatic

In recent years, many organizations have worked on their digital transformation and migration to the cloud. If there was hesitation before, the global pandemic pushed many organizations to accelerate their cloud adoption. With the rapid changes in customer expectations and technology, using cloud solutions looks like the obvious choice. Aside from that, there are other benefits of moving to the cloud.

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What is customer relationship management (CRM)?

CX Network

We explain the strategies, processes and tech associated with customer relationship management

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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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Over 300,000 reasons to celebrate!

The Customer Service Blog

It's time to celebrate! This month, The Customer Service Blog hit the amazing milestone of 300,000 readers! Official figures confirm that on 25th October 2023 we had 302,340 readers. This includes around 55,000 people in the UK and around 86,000 people in the USA. So far in 2023 we have acquired just over 50,000 new readers across Europe and in places further afield such as Hong Kong (where we now have around 29,000 readers) and Germany (where we have around 20,000 readers).

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Optimize the Experience with Negative Personas

Customer Think

Customer understanding is a critical piece of designing and delivering a great customer experience. Employee understanding is just as important to designing and delivering a great employee experience. That understanding work includes three important tools: (1) feedback and data, (2) personas, and (3) journey maps.

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Build a Social Proof Machine: Consistently Generate Real Advocates at Scale

SixteenVentures

As a Head of Customer Success, you’ve heard the benefits of advocacy. You get that it’s somehow the golden ticket—a game-changer that’s supposed to turn the business flywheel faster than ever. But somehow, the magic hasn’t happened for you. Your advocacy program is more of a flicker than a flame, and you’re wondering if the […] The post Build a Social Proof Machine: Consistently Generate Real Advocates at Scale appeared first on Customer-centric Growth by Linc

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Transforming customer service: The impact of AI

Zendesk

Artificial intelligence is transforming customer service by taking on simple, repetitive tasks and freeing up human agents for higher value work. Generative AI promises to push this transformation even further, with early iterations offering huge opportunities for customer-facing enterprises. But these technologies also carry risks. To explore how advances in technology will and already are changing the way that customers interact with businesses, Economist Impact convened a roundtable discussio

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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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How to Create & Send SMS Surveys to Maximize Responses

Zonka Feedback

In a world where attention spans are shorter than that of a goldfish (3 seconds), reaching your audience and grabbing their attention is the key to unlocking valuable insights.

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Why Automation is an Essential Customer Experience Tool

Customer Think

In today’s tech-centric environment, automation is no longer standing on the sidelines, hoping to be a part of the conversation. Instead, automation is the subject and main character of every conversation in business and marketing.

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Response Time: Vol. 16

Intercom

You satisfy your customers, but can you satisfy our curiosity? With Rahel Kunkel, Operations Lead at Ostrom. Please tell us a little bit about your company and what you do there. Ostrom is driving the green energy transition in Germany by making renewable energy accessible and inclusive. We created a seamless, multilingual energy management platform to help consumers effortlessly switch, track, and reduce their electricity consumption.

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Revolutionizing sales with data: Atrium’s success with co-founder Pete Kazanjy

Zendesk

Atrium offers an AI sales management solution that helps sales organizations become more data-driven and efficient. It does so by continuously monitoring sales teams’ performance and alerting sales leaders and managers about any issues, so they can be addressed early. Pete Kazanjy, co-founder of Atrium, shares his tips on how to build a successful business and discusses how he formed a 35,000-member sales community by creating top-tier content.

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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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Data Collection Forms: Examples, Types, Tools & More for Strategic Decision Making

Zonka Feedback

Data collection is the most important aspect of running a successful business in current times. Accurate data can offer valuable insights, facilitate informed decision-making, and enable ongoing progress monitoring.

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The Power of Revenue Operations and Intelligence

Customer Think

Companies don’t hire sales reps because they have core competencies of administrative work and manually updating prospect lists. So why, when sales is under tremendous pressure to win new business, fend off competitors and grow existing customer revenue, do some companies burden their teams with time-killers like outdated tools and legacy processes?

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CX job of the week: Nourish Care

MyCustomer Experience

Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job.

CX 69
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How to Turn Negative Reviews into Positive Reviews: 13 Strategies

SurveySensum

In today’s digital landscape, where your online reputation has the power to determine your B2B business’s fate, customer feedback stands as the cornerstone of your success. And when we say customer feedback, we mean every facet of it – not just the good but also the criticisms. So, if you find yourself nervously nibbling your nails when faced with negative feedback, don’t, because those negative reviews aren’t the enemies they may seem.

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How Personalized Customer Experiences Drive Retail Growth and Revenue

Speaker: Shaunna Bruton - Associate Director of Product Strategy at Orium | Sam Panzer - Director of Industry Strategy at Talon.One | Frank Passantino - Director of Product Management at Bloomreach

More and more, customers are expecting a better personalized CX. But can retailers actually deliver? Data from McKinsey shows that companies that excel in personalization increase their revenue by 40%, but despite these numbers, retailers struggle to implement customer personalization strategies. So what are the potential solutions? Join us to gain a better understanding of the current retail landscape and learn what you can do to translate personalization strategies into practical implementatio

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9 Best Nicereply Alternatives & Competitors

Zonka Feedback

Nicereply is a well-known customer experience platform that is mainly designed to collect customer feedback in an effortless way. The platform enables businesses to improve support teams' performances and help them fix the issues.

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6 Reasons Shoppers Abandon Their Cart (+ How to Stop it from Happening)

Customer Think

Are you wondering why people add your products to their cart and then leave without checking out? If so, you are far from alone! Cart abandonment is a major issue that business leaders and marketers across all industries have to deal with regularly.

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Outreach’s Manny Medina on why you should stay close to your customers

Zendesk

When sales software company Outreach began in 2014, three people were making the amount of sales a team of 20 would. Today, the company has 1,000 employees worldwide and over 5,000 customers. In this episode, co-founder and CEO Manny Medina discusses how Outreach used customer feedback to improve offerings, the secret to expansion, and why he encourages employees to be high performers in and outside of the office.

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EVERYTHING YOU NEED TO KNOW ABOUT STIR/SHAKEN

Hodusoft

EVERYTHING YOU NEED TO KNOW ABOUT STIR/SHAKEN In the present times, a majority of people are facing huge threats from invisible villains that are widely prevalent across the globe. The seemingly innocuous villains are experts at concealing their identities and attack you when you least expect them to. They are robocalls—automated telephone calls that deliver prerecorded messages.

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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.