Callminer

MAY 23, 2021

The CallMiner Research Lab uses AI to understand and improve conversations between a company and its customers. Here is what the data tells us about sorry.

AI 182

AI 182

Inside Customer Service

MAY 27, 2021

I talk to a lot of people who are trying to improve customer service. It's a diverse group, including CEOs, executives, middle managers, team leads, and frontline employees. Their challenges are individual, but they all struggle. Many have received conflicting advice. It's hard to know where to start. Fortunately, I've done the research for you. Peter Gollwitzer, a professor in the Psychology Department at New York University, gave me a treasure trove of studies on achieving goals.

Start-ups 147

Start-ups Social Media Contact Center Customer Service 147

Beyond Philosophy

MAY 28, 2021

Business relationships are a lot like customer relationships. They both involve buying decisions and loyalty—and emotions. However, there are some differences between managing Customer Experience in business-to-business (B2B) relationships and business-to-consumer (B2C). Today we will go through those differences with our 5 Rules for Managing Your Customer Experience in B2B relationships.

Customer Experience 155

Customer Experience B2B B2C Customer Relationship 155

Intercom, Inc.

MAY 26, 2021

Every company, organization, or team has a set of values – they may or may not be codified and written down, but they exist in the way the people behave and treat one another. The most successful companies take the time to be purposeful about their values. They discuss and debate them, write them down, agree on them, and most importantly live by them.

Start-ups 138

Start-ups Engineering Sales Customer Feedback 138

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Callminer

MAY 25, 2021

Discover why Forrester Consulting examined the latest trends in customer intelligence.

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242

Fonolo

MAY 27, 2021

Employee feedback is critical for businesses who want to understand their employees’ opinions and attitudes towards work, and improve their business policies and processes. Measuring engagement through surveys allows for employees to feel heard. Engagement is especially important for call centers, since staff turnover is typically high. Research shows that customer complaints, poor morale, and low pay all attribute to high turnover rates in the call center industry.

Construction 136

Construction Technology Technology Contact Center 136

Intercom

MAY 25, 2021

The COVID-19 pandemic has had an irreversible impact on how the world does business. Over the last year, companies have had to pivot to digital-first ways of working overnight; supply chains and distribution facilities worldwide have been majorly disrupted; and, in the midst of all this uncertainty, consumers have (understandably) been more anxious and frustrated than ever.

Business Growth 130

Business Growth Customer Relationship Customer Expectations Start-ups 130

Beyond Philosophy

MAY 22, 2021

In the early days of my career, I thought the customer was always right. The idea that one should fire a customer sometimes would have sounded like madness to me. However, as I have matured over the following four decades, I learned that sometimes the customer is not right. Sometimes they are really, really wrong, from how they abuse your systems to how they tax your resources to how they talk to employees.

Net Promoter Score 109

Net Promoter Score Management Consulting NPS Customer Relationship 109

Buyer Persona

MAY 24, 2021

Buyer Trust Is Elusive For Most Marketing And Sales Teams Unless They Can Balance Empathy And Humility. Marketing and sales traditionally believe that the path to building buyer trust is by providing answers. Answers to buyer problems and challenges. In fact, each prime their channels with marketing content or sales guides at the ready with an answer.

Sales 120

Sales B2B Education Start-ups 120

Myra Golden Media

MAY 23, 2021

One of my sisters is a flight attendant. Yesterday we talked about her enforcing mask requirements on her flights. With the CDC’s recommendation, I knew that vaccinated people don’t need to wear masks outdoors or indoors, but we still should cover up on planes, trains, and busses, which would put her in a challenging position. We happened to be having the mask conversation as my sister was walking down the jetway for a flight from Dallas to Des Moines.

Government 127

Government Customer Service Customer Experience 127

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

Fonolo

MAY 25, 2021

Call center managers are always on the lookout for ways to increase the productivity of their agents and the overall efficiency of their departments. However, these plans are usually put on hold due to high call volume periods and unexpected crises. These peak periods in call volume can bring the voice channel to near breaking point. With customers clogging up the phone lines, your agents will be overwhelmed with increased customer frustration.

Contact Center 104

Contact Center E-commerce AI Customer Satisfaction 104

Conversocial

MAY 26, 2021

At Conversocial we saw an 87% rise in the volume of private messaging between 2019-2020. Only 27% of the conversations our partners have with their customers are over public social channels - what does this tell us? There’s been a fundamental shift in where, when and how consumers want to interact with their favourite brands. A new way of doing customer conversations means adapting your methods or risk being left behind.

CX 111

CX Customer Experience 111

Zendesk

MAY 26, 2021

Customer service can make or break a business. But not everyone agrees on what it is or how to do it well. In this guide, we’ll share how to set your business up for customer service success. The definition of customer service. Customer service is the act of supporting and advocating for customers in their discovery, use, optimization, and troubleshooting of a product or service.

Customer Service 105

Customer Service Social Media Start-ups E-commerce 105

Aquire

MAY 24, 2021

There’s no two ways about it: COVID-19 has thrown the travel and airline industry into disarray like never before. According to the International Air Transport Association, demand for air travel decreased by 65.9 percent in 2020, compared to 2019. At the same time, the surge in cancellations and travel restrictions caused by the pandemic created a dramatic influx in demand for airline customer service.

Customer Service 105

Customer Service Net Promoter Score Social Media Omnichannel 105

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

Totango

MAY 26, 2021

We recently polled the Customer Success industry asking about the top challenges they are facing. The number one answer? Scale. Over the years, we’ve found that most companies are very oriented around a high-touch customer engagement model. However, as the world has shifted (particularly last year during the pandemic), the modern customer journey has shifted as well and it now requires a different engagement model.

Customer Journey Map 95

Customer Journey Map Start-ups Technology Technology 95

CommBox

MAY 26, 2021

Everybody loves WhatsApp. Instant messaging has become the number one way we communicate. Unsurprisingly, WhatsApp is the most popular messaging app globally. With over 1.6 billion users worldwide, it’s no wonder that businesses are investing more and more in this fast-growing channel of communication. To help businesses of all sizes keep up with the instant messaging revolution, WhatsApp Business was launched in 2018 and has positioned itself as a critical player in customer communications, spe

Omnichannel 98

Omnichannel AI Innovation Start-ups 98

The DiJulius Group

MAY 25, 2021

The Customer Experience Olympics The video you just watched (above) was NewDay USA, a mortgage company serving veterans, having their teams compete against each other on the different components of their customer experience training they had all just received. The training was on their customer service vision, three pillars, their never & always.

Customer Experience 98

Customer Experience Customer Service 98

Steven Van Belleghem

MAY 24, 2021

Habit 1: Be proactive. Covey talks about the difference between the circle of concern and the circle of influence. The circle of concern consists of all the things that are out of your control, like the weather, the economy and mistakes that others make. The circle of influence consists of all the things you can control: like your skills, what you learn or your attitude.

CX 98

CX Start-ups AI Customer Expectations 98

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

Zonka Feedback

MAY 25, 2021

Customer Feedback is a very important tool for business growth. It helps you directly communicate with customers and know what they’re exactly thinking about your business. But to make sure that you’re capturing the right customer feedback that will add business value, it is important to ask the right survey questions.

Customer Feedback 94

Customer Feedback Business Growth 94

Myra Golden Media

MAY 24, 2021

I’m answering questions YOU’VE posted right here on my channel! Watch for ideas to get your AHT down quickly! Questions One 1:48: Hi! Myra, What if the Customer doesn’t want to hear sorry because they already heard those words multiple times? Question Two 3:38: I would like to know the best ways to reduce call handling time, stop callers talking over me, and to not have to repeat what I’ve told them.

Customer Service 87

Customer Service Customer Experience 87

LitmusWorld

MAY 24, 2021

Festive Shopping Index featured on Statista Festive Shopping Index 2017-2020 Since 2017, LitmusWorld, in association with the Retailers Association of India (RAI), has been conducting an annual consumer sentiment survey to measure the Indian consumers’ Read more… Festive Shopping Index 2017 – 2020 appeared on LitmusWorld.

Retail 92

Retail CX 92

Totango

MAY 28, 2021

It’s been a little over a month since that enthusiastic new customer sailed through the onboarding phase. By now, they should be implementing your product into their daily workflow and enjoying the first signs of business value. Instead, your core metrics are telling you there’s something wrong. The customer’s usage rates are low. They’re not regularly accessing key features.

Net Promoter Score 81

Net Promoter Score Start-ups Customer Feedback Customer Experience 81

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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

PeopleMetrics

MAY 27, 2021

Your company is ready to build a customer-centric culture, and has committed to gathering and acting on customer feedback with a Voice of Customer program. Congratulations - that's fantastic! Now it's time to design your first customer survey. In this session, we'll review the 5 questions you need to ask in your customer survey to get high response rates and actionable results that you can use right away to start improving customer experience at your organization.

Customer Survey 71

Customer Survey Customer Feedback Voice of the Customer CX 71

Help Scout

MAY 27, 2021

When considering customer success and account management, it’s valuable to consider them as complementary teams rather than interchangeable groups or, worse, competitors. While it’s true that both customer success and account management move your customers through their life cycles, they are focused on distinct aspects of the customer experience, and they have different strategies for supporting and guiding customers.

Education 65

Education Start-ups Engineering Customer Loyalty 65

Conversocial

MAY 26, 2021

Hello and welcome to The Conversation Round-Up where I sift through the latest news and trends in messaging, automation and customer experience to bring you the stories that matter.

Customer Acquisition 64

Customer Acquisition Customer Experience Customer Service 64

The Customer Service Blog

MAY 28, 2021

New rules have been confirmed by the Financial Conduct Authority (FCA) which means that from January 2022, people renewing their home or motor insurance will pay no more than they would have done, if they had been a totally new customer. The FCA has been trying to change the rules to prevent ‘price walking’ for many years. This is the situation when insurance prices rise at each annual renewal, even though the level of risk has not changed.

Technology 52

Technology Technology Customer Retention Customer Satisfaction 52

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

The DiJulius Group

MAY 27, 2021

Would you ever expect to go to Disney and see a Disney cast member in full uniform who’s on break, chewing tobacco, or spitting on the ground while guests are walking by? Never. And do you know why Disney, Ritz-Carlton, Starbucks, and all of the best customer service companies in the world are so consistent. Read Full Article. The post Customer Bill of Rights: You Want Customer Loyalty?

Customer Loyalty 52

Customer Loyalty Customer Service Customer Experience 52

Execs In The Know

MAY 26, 2021

SCOTTSDALE, Ariz., May 26, 2021 — Global customer experience (CX) industry leader Execs In The Know (EITK) is pleased to announce details about their upcoming Enabling Work-From-Home Briefing — a CX-geared virtual event developed exclusively for CX leaders at end-user corporate brands. For CX leaders looking to initiate their own private invitation, they can start by emailing Execs In The Know at info@execsintheknow.com.

Innovation 52

Innovation CX Engineering Business Growth 52

RateMyService

MAY 22, 2021

Use our new feature to help you understand response rates per survey. [link] You’ll notice a shiny, new ‘Show response rates’ button on the ‘Reviews, responses and service initiatives’ widget. Click it! A chart showing response rates will pop up. If you distribute feedback requests via SMS (bulk or interactive) , we can accurately track requests and response rates.

Social Media 52

Social Media 52

The Customer Service Blog

MAY 27, 2021

Violence and abuse against retail staff is increasing, but according to research by the British Retail Consortium (BRC) it is rare for offenders to ever be prosecuted. In fact, only 6% of incidents actually result in a prosecution. BRC research shows there were an average of 455 incidents a day in 2019, which up 7% on the previous year. But disturbingly, the BRC believe that things have worsened during the coronavirus pandemic.

Government 52

Government Retail Legal 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