Callminer
JULY 29, 2019
Customer experience mapping is a valuable tool for monitoring and improving the customer experience. Here’s how to create an effective CX map.
Intercom, Inc.
JULY 31, 2019
You might think chatbots are only for customer support, but using them to answer your customers’ questions is just one way to leverage chatbots. With the right setup, a chatbot can power your marketing as well so you never miss a lead. 53% of buyers are more likely to buy from a business they can message, so if you’re looking for ways to make your marketing more effective in 2019, live chat is the way to go.
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Beyond Philosophy
AUGUST 1, 2019
When I created Beyond Philosophy, I chose the name for a reason. I believe it is crucial to do more than discuss your theories about Customer Experience strategy. Sure, you need to think about it, understand the philosophy behind it as well as the science, but after that, you should go beyond the philosophy and do something. In other words, theories are fascinating but falderal unless you implement them in your Customer Experience.
Totango
AUGUST 1, 2019
The customer-centered economy has made it easier for customers to switch to a competitor if one company is not fully satisfying them. This has raised customer expectations; now, companies need to provide personalized services to stand out. If you don’t meet these expectations, customers can easily go elsewhere. To thrive in this environment, you must engage customers proactively and regularly.
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Heart of the Customer
AUGUST 1, 2019
My wife forwarded me an email from Google. It showed her everywhere she had visited in the last month, which creeped her out. So she removed all the tracking she could from her phone. It didn’t work – she received a similar email the following month. I received a similar email (see a part of […]. The post Google is Creepy appeared first on Heart of the Customer.
Intercom, Inc.
JULY 30, 2019
We have never been more aware of how crucial healthy self-perception is to our well-being and success, with countless books , articles and podcasts dedicated to the importance of maintaining a healthy sense of confidence in ourselves. Our relationship with confidence affects multiple aspects of life, but many of us feel it most acutely in the workplace.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
ProProfs
JULY 30, 2019
I always wonder if teachers think to themselves, “ How much do my students already know about this topic ” before they begin teaching a particular topic to their students. I hope they really do for the simple reason that it will help them shape their teaching strategy. And, an effortless way to understand this, is assigning your students an online interactive quiz.
Myra Golden Media
JULY 29, 2019
We all go through times when we’re not feeling the whole work thing. The mere thought of work brings on dread, we mop ourselves into the office later and later, and our eyes are rolled to the back of our head more often than not. These are all signs that we’re burned out or morale is very low. If you’re a supervisor or manager and you see signs of work exhaustion in your people, you need to act fast, or you might lose your people to burnout, or another job.
Chip Bell
JULY 30, 2019
Several years ago, my consulting firm worked with a large retail shopping center company. At the time this REIT owned over 300 shopping centers around the country. The question my firm was asked to determine was this: Will the customer experience in the shopping center drive increased revenue in the stores? They knew they could put a carnival in the middle of the mall and get traffic…so the issue was not just mall attendance; it was increased revenue.
Beyond Philosophy
JULY 29, 2019
I used to work in corporate life. I managed to get up to a senior position. When people asked what I did, I used to say, “I play chess.”. I was joking, of course. The truth is I spent my day on company politics. My guess is a lot of you do, too. Surprisingly, there are not training courses on company politics and how to deal with them. In light of this fact, we decided managing company politics would be an excellent subject of conversation for a recent podcast.
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.
The DiJulius Group
JULY 31, 2019
Don’t compete in price wars, compete in experience wars Here are three examples of companies continuing to Make Price Irrelevant by focusing on the experience. The Apple Store No iPhone launch, no new product launch, just a typical day in an Apple store. Starbucks This is a line at Starbucks, located inside a hotel, Read Full Article. The post 3 Companies Making Price Irrelevant appeared first on The DiJulius Group.
Customer Bliss
AUGUST 1, 2019
As we continue to revisit conversations with CX leaders who were previously on the show, today we’re going to explore strategies implemented by two CX leaders at global corporations: Scott Allison , CCO at DHL Supply Chain and Jon Herstein , CCO at Box. Both leaders share great tactics and strategies that they implemented when asked the question, “how did you first assess the work that needed to be done?
DMG Consulting
JULY 31, 2019
Call Tracking: Where Phone Calls Enhance Digital Marketing and Service. This year we decided to cover a niche IT sector, call tracking, which is growing in importance due to the digital transformation occurring in organizations worldwide. Call tracking is currently attracting a great deal of interest because of its ability to deliver significant improvements in marketing efficiency and effectiveness, quantifiable sales increases, and higher levels of customer satisfaction.
ClientSuccess
JULY 29, 2019
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.
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.
TeamSupport
AUGUST 2, 2019
B2B (business-to-business) customers are becoming more demanding. After experiencing some of the more modern support methods in their everyday B2C (business-to-consumer) lives, they are increasingly expecting B2B companies to keep up. However, there is no one right answer for which channels a B2B company should offer for customer support. Below are the core customer support channels for the B2B industry, alongside specific reasons why companies offer them and why they choose not to.
Totango
AUGUST 1, 2019
The customer-centered economy has made it easier for customers to switch to a competitor if one company is not fully satisfying them. This has raised customer expectations; now, companies need to provide personalized services to stand out. If you don’t meet these expectations, customers can easily go elsewhere. To thrive in this environment, you must engage customers proactively and regularly.
DMG Consulting
JULY 31, 2019
DMG Consulting Releases 2019 Call Tracking Product Report. 7/17/2019. Improved marketing effectiveness for the digital era. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2019 Call Tracking Product Report . When: Today, 17 July 2019.
ClientSuccess
JULY 31, 2019
If customer success professionals can agree on one thing, it’s that customer churn is inevitable. While most CSMs will try their hardest to deliver amazing customer experiences, make data-backed account decisions, and escalate issues wherever applicable, there are always problems that are just out of reach. Sometimes, customer churn is something that just can’t be avoided, no matter how hard your CSMs try. .
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?
The DiJulius Group
JULY 31, 2019
This guest article is brought to you by Mark Moses, speaker at the 2019 Customer Service Revolution. In business, “good” is a four-letter word. Settling for “good enough” when you’re trying to grow a business is just that: settling. Complacent CEOs are just setting themselves up to get passed by competitors who aren’t settling, who ARE thinking BIG.
Comm100
JULY 30, 2019
Thirty-five years ago, times were much simpler – the first IBM PC had recently hit the market , smartphones didn’t exist, and we were all rooting for Joel Goodson to be accepted into Princeton despite his questionable choices. Now with the emergence of Artificial intelligence (AI) in every facet of both our personal and professional lives, the phrase “risky business” has once again surfaced, albeit in a different context (although personally, “Old Time Rock and Roll” will play in my head wheneve
Qualtrics
JULY 31, 2019
Monitoring customer feedback can be immensely valuable to organizations, especially those that invest in the capabilities and processes to analyze and respond to that feedback. It surfaces a spectrum of opportunities, from addressing individual customer issues to uncovering strategic organizational improvements. Yet one opportunity is often overlooked, especially early in an organization’s experience management journey: uncovering gaps in the employee experience (EX).
ClientSuccess
AUGUST 1, 2019
Customer Success Webinar Series. Why Continuous Onboarding is Critical for Your Business. Donna Weber is the Customer Onboarding and Engagement Leader and President of Springboard Solutions Consulting , which specializes in customer onboarding, enablement and education programs for hi-tech companies. Date Held: Tuesday, July 30, 2019, 11:00 AM MDT. This webinar will teach you to: Know the difference between onboarding accounts versus users.
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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
Intercom, Inc.
AUGUST 1, 2019
But although it’s inspiring to look at the paths other companies have successfully traveled, you also run the risk of ending up at the exact same destination. That’s why Brex’s CFO Michael Tannenbaum believes in breaking a few rules. “Michael is the rare CFO who also leads up marketing, which makes him the perfect person to talk us through the company’s trajectory” As the head of Intercom’s Early Stage program for Startups, the fast-growing fintech startup is one company I’ve been ke
SugarCRM
JULY 31, 2019
Dear Salesfusion Customers, Following Salesfusion’s acquisition by SugarCRM in May of 2019, the teams went heads-down to create a new vision for SugarCRM. By the end of July, that vision was realized, including the new look and name for Salesfusion—Sugar Market. But our name wasn’t the only thing that changed, we also developed a new brand promise to cultivate customers for life.
Qualtrics
JULY 31, 2019
Look around your kitchen and you’re likely to find at least one bit of Tetra Pak packaging. The company’s patented cartons are up there with soda cans in terms of instant recognition. That ubiquity has turned the humble product into a bit of an icon – so much so that the company’s most-popular carton design was included in a 2011 exhibition at the London Science Museum: Hidden Heroes – The Genius of Everyday Things.
1 to 1
JULY 29, 2019
New research from Forrester finds that the quality of customer experiences is largely at a standstill. Forrester’s 5th annual U.S. Customer Experience Index report found that the overall quality of the U.S. customer experience grew only by an anemic 0.4 points, to 70.2 from 2018 to 2019. According to the report, 81 percent of customer experience stayed the same, while only 14 percent of customer experiences improved, and 5 percent declined.
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
Totango
JULY 29, 2019
We are happy to share that we have established a more concrete seasonal release cycle (winter, spring, summer, fall), continuing to deliver updates and feature releases every two weeks under a focused quarterly theme. This quarter our focus is on CSM productivity and one-click engagements with your accounts. We’ve decided to name our releases based on desirable summer destinations today we are excited to announce our Ibiza Summer ’19 release. .
SugarCRM
AUGUST 1, 2019
Looking for the latest on SugarCon? We wouldn’t blame you. It was a great conference. However, SugarCon was last year’s event. Things are a little different in 2019. The industry’s changed. Your customer’s needs have changed. And Sugar is evolving, too. And so, without further ado, we’d like to introduce you to SugarConnection: Our all-new event series exclusively for SugarCRM customers.
Qualtrics
AUGUST 1, 2019
Great customer service is essential for business. In fact, consumers are willing to spend 17 percent more with companies that deliver excellent service, according to American Express. Unfortunately, it’s true that bad news travels faster than good news, especially in the age of social media. Most customer service stories online are about bad customer service experiences, and consequently, you don’t always hear about companies who are doing it right.
Myra Golden Media
JULY 29, 2019
My daughter and I were exploring supplements at Whole Foods on Saturday. I’d grabbed Matcha powder, MCT oil, and ground flaxseed. An employee with happy robin eyes spotted my bounty and whispered a tip, “If you can wait a few days, all of our supplements are going to be 25% off August 2-4, and Prime members get an additional 10% off. I can get you a bag and hold your items for you if you like.” I needed the ground flaxseed for a vegan recipe, but the other times could wait.
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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