Adrian Swinscoe
NOVEMBER 13, 2023
I’d like to tell you a couple of stories about some things that happened to me while travelling to speak at an event in Munich recently […] The post Consistency is often overlooked but is the secret ingredient to making customers happy first appeared on Adrian Swinscoe.
Callminer
NOVEMBER 15, 2023
Read this blog for expert quotes and tips to help you find the best text analytics software and tools, and maximize their value at your organization.
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Totango
NOVEMBER 15, 2023
TrustRadius, a renowned platform for transparent business technology reviews, announced its 2023 Best of Awards, with Totango emerging as a triple winner. We were recognized for our strength in end-to-end relationships, overall value, and leading features and functionality. Totango’s customer success software drives cross-functional enterprise teams toward enhanced productivity, retention, and growth.
Bill Quiseng
NOVEMBER 15, 2023
Three weeks ago, I introduced the Rule of Three QUI TAKEAWAYS which will be revolutionary now, but once discussed many times over, will be viewed as traditional by many business professionals. In the last two weeks, I explained the first and second QUI TAKEAWAYS: CX versus CXM, and customer service versus customer CARE. In the next week, join me as we revolutionize the CX experience.
Speaker: Jason Cottrell
Brands used to look for a vendor who could do everything. Over time, one vendor was no longer enough to meet a brand’s needs, and they added, added and added. Now they need all their vendors to work well together. That’s composable, and only some will make the cut. As customers — and your board — expect you to be in new channels and to rapidly adapt to shifts in the market, the need for true composability is more crucial than ever before.
Adrian Swinscoe
NOVEMBER 13, 2023
I’d like to tell you a couple of stories about some things that happened to me while travelling to speak at an event in Munich recently […] The post Consistency is often overlooked but is the secret ingredient to making customers happy first appeared on Adrian Swinscoe.
eglobalis
NOVEMBER 15, 2023
Why NPS doesn't work any more, and what's the alternative ? The post Why NPS doesn’t work any more, and what’s the alternative? appeared first on Eglobalis.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
TeamSupport
NOVEMBER 15, 2023
These days, there are a number of ways for customers to get the answers they need without direct interaction with an agent, including knowledge bases, community forums, and AI-powered virtual assistants. To add a personal touch, or when virtual tools do not result in a resolution, companies must still provide the option for customers to talk to a human.
Intercom
NOVEMBER 16, 2023
Customer satisfaction scores in the UK have taken the biggest hit since 2015. But not all is lost – today’s guest shares her thoughts on how to get it back up. Organizations are taking longer than expected to solve complaints, problems remain unsolved, and more customers complain that issues are met with excuses or indifference. That is the sobering picture of the state of customer service in the UK as of July 2023.
Zonka Feedback
NOVEMBER 15, 2023
At the core of shaping a brand's identity and credibility is an invaluable asset: customer experience (CX). This fundamental approach focuses on how businesses interact with their customers at every step. It covers all interactions, whether it's buying something or just getting in touch. Making these moments count is key.
Totango
NOVEMBER 14, 2023
As businesses expand and customer success becomes increasingly important, companies must find ways to scale their customer relationships and strengthen connections. Higher Logic and Totango teamed up to empower businesses to do just that, combining one-to-one customer relationships with one-to-many community relationships. Get started today with the Drive Community Engagement SuccessBLOC The collaborative effort between Totango and Higher Logic has given rise to the Drive Community Engagement Su
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.
Beyond Philosophy
NOVEMBER 16, 2023
One of our listeners, John, is in a pickle. He is starting a new business, but that isn’t the problem, although I am sure we can all agree that starting a new business is fraught with pickles. John is up for it, though. He needs help with getting other people to help sell his product. Some of you have that same problem, so I decided to share eight ways he can make that happen here in the newsletter.
The Customer Service Blog
NOVEMBER 15, 2023
New ‘consumer duty’ rules introduced by the Financial Conduct Authority (FCA) aim to set clear standards for the protection of financial consumers. Banks, building societies, investment and insurance firms, as well as many other types of business, are being told to “put their customers’ needs first”. The timing couldn’t be better. Amid a cost of living crisis, the UK regulator’s new rules should hopefully address the increasing recognition by consumer groups that people cannot always solve the f
Fonolo
NOVEMBER 16, 2023
A well-designed chatbot can be a powerful addition to your call center toolkit. This is good news because we know for certain that customers want self-service options. Zendesk reports that 67% will choose self-service over a live agent for simple problems. And call centers are quickly getting onboard, with as many as 75% of contact centers currently using chat solutions to boost productivity.
Customer Think
NOVEMBER 15, 2023
What’s the payoff of aggressively communicating about problems? Becoming easy to do business with is very highly correlated with loyalty, Net Promoter Score, and enthusiastic positive word of mouth.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Beyond Philosophy
NOVEMBER 11, 2023
It’s pickle time again here on the podcast. This time John has a pickle with his new business. He wants to know some ways that he can get other people to help him sell his products and services. We knew several ways, eight in fact, and they might help you, too. One thing to consider when you listen to this list is how each of the tactics gets you what you want.
Totango
NOVEMBER 14, 2023
As businesses expand and customer success becomes increasingly important, companies must find ways to scale their customer relationships and strengthen connections. Higher Logic and Totango teamed up to empower businesses to do just that, combining one-to-one customer relationships with one-to-many community relationships. Get started today with the Drive Community Engagement SuccessBLOC The collaborative effort between Totango and Higher Logic has given rise to the Drive Community Engagement Su
ECXO
NOVEMBER 16, 2023
Article originally posted at: [link] How AI and GenAI Are Shaking the Status Quo in Customer Experience (CX) As you know, the potential for artificial intelligence and generative artificial intelligence (GenAI) to transform every part of customer experience, and everything surrounding us, is electrifying. Pioneers understand they can create competitive advantage over traditional firms by utilising the technology to serve customers with a better value proposition – at scale.
Customer Think
NOVEMBER 13, 2023
Republished by author from: [link] Economic forecasts are subdued for 2024. There are some shards of light. But, uncertainty remains high in Americas, Europe, the UK and beyond. B2B leaders know their continued resilience, and recovery from the shocks of the past few years, is rooted in their customers.
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.
The DiJulius Group
NOVEMBER 15, 2023
Get ready to unlock the game-changing potential of customer service with best-selling author and expert John DiJulius. On this episode of The Customer Service Revolution, we’re delving into the heart of why customer service is a powerful competitive advantage for businesses, learning the best practices of world-class organizations, and understanding the profound influence of “Ubuntu”.
Zonka Feedback
NOVEMBER 17, 2023
An online form is a great way to collect feedback and other information from your customers, employees, guests, patients, and clients. Whichever industry you are in, forms play an important role in collecting crucial information and feedback from your audience.
Steven Van Belleghem
NOVEMBER 15, 2023
A Diamond in the rough For those who are not yet familiar with the Diamond in the rough concept, a short recap. Every company leader I meet (ok, almost every one of them), has the great intention of getting customer experience right. Yet, most companies remain diamonds in the rough in terms of customer experience: their customer experience potential is not fully exploited and they never seem to become the shiny and radiant diamond that their customers deserve.
Customer Think
NOVEMBER 13, 2023
With two of the biggest shopping days of the year, Black Friday and Cyber Monday coming up, businesses are preparing for the start of the upcoming sales seasons and looking for ways to expand their customer bases past the most anticipated weekend of the year.
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?
Zendesk
NOVEMBER 17, 2023
Mercury, a banking service for startups, was launched in 2019 and has since grown to 357 employees and tens of thousands of customers. CEO and co-founder Immad Akhund joined us to share some advice on classic strategies, ambition, and how to spread the word about your business. Here are his tips. Encourage your investors to talk about you on social media Mercury was founded to provide banking for startups.
Zonka Feedback
NOVEMBER 16, 2023
Fulcrum stands out as one of the best location-based data collection tools; however, this specialty is less useful when it comes to collecting data through surveys, forms, and more.
SurveySensum
NOVEMBER 17, 2023
Let’s say you run a fitness company, and you just launched your first app to boost user accessibility. Excitedly, you and your team poured your energy into designing what you thought was the perfect app. Surprisingly, at launch at app didn’t see much success and the initial user reviews were full of frustration and disappointment. So, what went wrong?
Customer Think
NOVEMBER 13, 2023
In the competitive world of travel clothing retail, brands are constantly seeking innovative ways to stand out and connect with their customers. One effective approach is the implementation of a community-building strategy. This strategy goes beyond traditional marketing and sales tactics, focusing on creating a sense of belonging and shared identity among customers.
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.
Zendesk
NOVEMBER 16, 2023
What is a workforce planning template? A workforce planning template is a guide that helps a business align its workforce with future goals and objectives. Through strategic questions and steps, an organization can evaluate the current status of its employees and identify opportunities for training, hiring, succession planning, and more. In the American National Football League (NFL), teams don’t just happen to win the Super Bowl.
Zonka Feedback
NOVEMBER 15, 2023
Paperform stands out as a user-friendly offline software tailored for small businesses. It simplifies the form creation process, enabling even those without a tech background to design professional and polished forms using its customizable, form builder.
NGDATA
NOVEMBER 16, 2023
Streamlined digital account opening is crucial for deposit and loan sales growth. Consumers expect to finish the process on their smartphones quickly. The post Improved Digital Account Opening Must Be a Top Priority for 2023 appeared first on NGDATA.
Customer Think
NOVEMBER 15, 2023
Co-authored by Tushar J. Kaushik Excellent customer service is an art, but even works of art require a structural foundation to come to life. This is why a framework for addressing customer service issues is crucial.
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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
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