Callminer

DECEMBER 7, 2020

Read this blog to learn what can go wrong with self-service systems and how these issues can hinder the customer experience.

Customer Experience 345

Customer Experience 345

Intercom, Inc.

DECEMBER 8, 2020

Modern customers expect quick, personal, and effective service. To provide this, you must understand how your customer experience stacks up against these expectations. This is where metrics can be invaluable, giving clarity on performance, and circumventing potential issues. But with so much data to consider, how can you define the help desk metrics that matter for your team?

Customer Satisfaction 211

Customer Satisfaction Customer Expectations Machine Learning Start-ups 211

Beyond Philosophy

DECEMBER 11, 2020

When I was in corporate life, my boss asked me to improve the Customer Experience and do it for the least cost. I remember thinking, “Ok. Sure, but….what is a Customer Experience?” Nobody knew back then. I defined it for myself as the mix of rational and emotional parts of an interaction with a customer, which later became my first book, Building Great Customer Experiences (Palgrave Macmillan, 2002).

Net Promoter Score 174

Net Promoter Score Pharmaceutical Customer Journey Map Start-ups 174

Fonolo

DECEMBER 8, 2020

AI has been making a relentless assault on the contact center for several years. But it wasn’t until 2020 that its true role became clear. And — it’s not quite what you’d expect. Read All the Contact Center Trends Here: Contact Center Trends 2021. Contact Center Execs Had Been ‘Back-Burnering’ Upgrades. Artificial intelligence has been around for a while now, but many contact centers have yet to integrate it.

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Contact Center AI Artificial Intelligence Omnichannel 154

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Myra Golden Media

DECEMBER 8, 2020

In my De-escalation Academy today, I taught how to politely yet firmly say ‘no’ to a customer. I call the method “U S A.” I’m sharing with you the very teaching from today’s workshop. Try out U S A and let me know how it works for you. For more ideas like this, check out De-escalation Academy. Practice the U S A Method.

Customer Experience 127

Customer Experience 127

The DiJulius Group

DECEMBER 9, 2020

Before I share how to make 2021 your greatest year ever, let me first ask two questions: #1 What do Uber, Airbnb, Warby Parker, Venmo, & Square all have in common? All of these revolutionary companies started during the great recession between ’07-’09. #2 Why do so many companies and industries get. Read Full Article. The post How to Make 2021 Your Greatest Year by Weaponizing Adversity appeared first on The DiJulius Group.

Customer Service 128

Customer Service Customer Experience 128

Experience Investigators

DECEMBER 8, 2020

Within the natural cycles of any business, there are times that offer a chance to review, reflect and recharge. Some of the most common moments include: The end of the calendar year. The end of your fiscal year. As you wrap one quarter and prepare for the next. Before budgeting season. Any time changes demand you assess and adjust your goals, strategy, and tactics.

Customer Experience 119

Customer Experience Net Promoter Score Close the Loop CX 119

Steven Van Belleghem

DECEMBER 9, 2020

Foodmaker. Like a lot of restaurants, the pandemic had a devastating effect on Lieven Vanlommel’s healthy fastfood restaurant Foodmaker. The number of sold meals dropped from 100.000 to 10.000 and at the very beginning, they were looking at a loss of 1 million euros per week. But they turned the tide around with their brand new Vedge-bags concept: healthy mealboxes in several types and sizes that can be ordered online and delivered at home.

Customer Experience 98

Customer Experience Sports B2C Start-ups 98

Zendesk

DECEMBER 8, 2020

As the months of remote work add up, it’s becoming increasingly difficult to partake in the virtual coffee dates and happy hours we relied on in the early days of the pandemic. Zoom fatigue is setting in, and it often feels better to simply opt out of the activities that aren’t required. Of course, we all need to make choices about how we spend our energy right now.

Entertainment 98

Entertainment 98

TeamSupport

DECEMBER 7, 2020

Here at TeamSupport we talk a lot about tools you can use to gauge customer sentiment and measure the overall health of the relationship you have with each of your customers. Why is this important? Because of the high-value nature of B2B (business-to-business) customers, missing the signs that one may be unhappy or at risk of leaving can prove costly.

B2B 98

B2B Sales 98

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

Totango

DECEMBER 8, 2020

Customer Success team accountability isn’t something you just worry about figuring out later once your CS team is up and running. As a manager, when your organizational best practices and your customer’s goals align with your employee’s actions and responsibilities, you have the perfect conditions for growth. . In order to nurture this growth, customer success teams must have improved visibility to monitor progress and review customer insights.

Touchpoint 92

Touchpoint Start-ups Customer Experience 92

Steven Van Belleghem

DECEMBER 6, 2020

E(verywhere)-Commerce. A long time ago, we had to ‘go to a place’ to shop. When the internet kicked in, we were able to shop from the comfort of our own home, and later even on our mobile phones outside of our houses. But we still had to ‘go’ to a place, albeit virtual. Increasingly, we are moving into an era where everything is commerce and we will be shopping from our streaming channels, videos, social media and messaging and even from billboards in the street.

E-commerce 98

E-commerce Customer Experience Social Media Entertainment 98

Zonka Feedback

DECEMBER 10, 2020

We've built Zonka Feedback to be one the easiest Customer Feedback Software and Survey App for companies to adopt in their business. We, at Zonka Feedback, are committed towards our customers and strive to always give them the best value. This fact has been well-recognized by the popular and independent online platform Software Suggest.

Customer Feedback 96

Customer Feedback 96

Beyond Philosophy

DECEMBER 5, 2020

The Five Rules for Measuring and Managing Customer Emotions. A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. Ignoring emotion in your Customer Experience strategy is a big mistake and one you can’t afford to make.

Management Consulting 78

Management Consulting Customer Retention Customer Loyalty Start-ups 78

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

UJET

DECEMBER 10, 2020

Elite athletes, like teammates in any field, require a rock-star teammate in order to reach their full potential. Michael Jordan had Scottie Pippen. Peyton Manning had Marvin Harrison. Babe Ruth had Lou Gehrig—the list goes on. Contact centers have more in common with sports teams than you might think. And there’s a very simple way to unlock each of your customer service agent’s full potential—give them a rock-star number two player.

ML 72

ML Customer Service AI Sports 72

Myra Golden Media

DECEMBER 9, 2020

I pulled out my Afro pick and fluffed out my curls to teach psychological priming in De-escalation Academy! My students learned how to nudge customers to accept their word as final with psychological word choice! Get your team enrolled in the next De-escalation Academy!

Customer Experience 71

Customer Experience 71

Kate Nasser

DECEMBER 6, 2020

Listen to the customer voice if you want your business to thrive. Customer experience insights from Kate Nasser, The People Skills Coach™ | #CX #Leadership. The post Customer Voice Speaks the True Customer Experience | #CX #Leadership appeared first on KateNasser.com.

CX 74

CX Customer Experience Contact Center Retail 74

DMG Consulting

DECEMBER 7, 2020

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. 12/2/2020. Red-hot sector seeing rapid growth, driven by companies’ pandemic-related needs. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report.

Contact Center 62

Contact Center Text Analytics Technology Technology 62

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

UJET

DECEMBER 10, 2020

Elite athletes, like teammates in any field, require a rock-star teammate in order to reach their full potential. Michael Jordan had Scottie Pippen. Peyton Manning had Marvin Harrison. Babe Ruth had Lou Gehrig—the list goes on. Contact centers have more in common with sports teams than you might think. And there’s a very simple way to unlock each of your customer service agent’s full potential—give them a rock-star number two player.

ML 72

ML Customer Service AI Sports 72

Zonka Feedback

DECEMBER 8, 2020

The best time to ask an NPS Question is sometime after a transaction, a purchase, a delivery or a meaningful interaction. When the customers' experience is fresh, they are in a better position to share the exact emotions and perceptions with a high accuracy of the responses. The success of any survey depends on the response rate of that survey. And when it comes to Net Promoter Score survey, the response rate means everything!

NPS 64

NPS Net Promoter Score Customer Experience 64

Kate Nasser

DECEMBER 6, 2020

Listen to the customer voice if you want your business to thrive. Customer experience insights from Kate Nasser, The People Skills Coach™ | #CX #Leadership. The post Customer Voice Speaks the True Customer Experience | #CX #Leadership appeared first on KateNasser.com.

CX 72

CX Customer Experience Contact Center Retail 72

The DiJulius Group

DECEMBER 10, 2020

Ready for 2021? We’ve all been impacted by the pandemic but what makes your business stand above the crowd is your ability as the leader to Reimagine and Revolutionize your business model. So, how do you do that? How to Reimagine Your Business Model Transition from defense to offense. The emotional impact of the pandemic. Read Full Article. The post 5 Ways to Reimagine and Revolutionize Your Business Model 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

CX

Comm100

DECEMBER 8, 2020

Owning a business is not a piece of cake. It takes careful management of a lot of moving parts. It takes patience and dedication. Plus, streamlined processes to get things rolling in the right direction. And with so much work, it’s no wonder that the need for simpler solutions has become essential to a business’s success. Enter automation. Using artificial intelligence to make business processes more efficient is no longer a thing of the future.

Customer Satisfaction 53

Customer Satisfaction Social Media Sales Artificial Intelligence 53

Myra Golden Media

DECEMBER 8, 2020

In case you missed it, we just launched de-escalation academy. My Content Designers, Advisors, and I carefully designed De-escalation Academy to fully prepare your employees to confidently get customers to accept their word as final, preempt escalations, and control conversations assertively. If you’ve been checking out my Live Digital De-escalation workshops waiting for dates to open up on my calendar, and you want a customized workshop, this is your opportunity.

Customer Experience 54

Customer Experience 54

Astute

DECEMBER 8, 2020

What types of insights do you need to drive successful customer journey mapping efforts? Here are a few you shouldn't do without. The post Mapping the Customer Journey: What Insights You Need (and How to Get Them) appeared first on Astute.

Customer Journey Map 52

Customer Journey Map Customer Experience 52

The DiJulius Group

DECEMBER 9, 2020

Chief Revolution Officer and best-selling author John DiJulius shares How to be the Brand Customers Can’t Live Without. In order to be the brand customers can’t live without, you need to focus on: Focus on Micro-Moments Avoid Empathy Fatigue Address the Relationship Deficit Train your employees on how to make an emotional connection in. Read Full Article.

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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

Retail

Comm100

DECEMBER 8, 2020

If you’re reading this blog, then you probably already know that live chat is the most popular digital customer service channel – and it keeps on growing. From January to August 2020, chat volume increased by 24% compared to 2019. And the reasons are straightforward. When a customer is looking for an answer to their question, they want three simple things – speed, ease, and accuracy (plus often a touch of personalization).

Customer Satisfaction 52

Customer Satisfaction Retail Customer Service CX 52

InteractionMetrics

DECEMBER 8, 2020

In 1620, Francis Bacon broke with the conventions of his time by articulating a new approach to investigating nature. It’s what we now call the Scientific Method, a way of thinking which remains the gold standard for how we comprehend the world today. Instead of looking to fate or mysticism to explain nature, the Scientific Method asks us to formulate a testable hypothesis and run experiments to measure phenomena.

Customer Experience 52

Customer Experience Net Promoter Score Engineering Manufacturing 52

Confirmit

DECEMBER 8, 2020

Register to watch the webinar for your region. Australia. North America. Europe. It’s that time again… time to prepare your CX practice for a new year! After such an “eventful” 2020, one can only assume 2021 will be rife with changes in customer expectations and needs. How will the events of 2020 impact customer expectations?

Customer Experience 52

Customer Experience Voice of the Customer CX Customer Expectations 52

Hodusoft

DECEMBER 6, 2020

Voice broadcasting software is a useful tool that assists in sending pre-recorded voice messages to your consumers. It provides a mass communication technique that allows users to send personalized calls to a vast number of people at a time. It connects with a list of numbers through call and plays a recorded message to the customers. Voice broadcasting software is a complete interactive voice broadcasting platform that uses advanced technology and manages high traffic.

Technology 52

Technology Technology 52

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