Qmatic
APRIL 5, 2023
Instead of guessing what your customers want and how you can enhance your interactions with them, wouldn't you rather know? While soliciting feedback can be a hair-raising experience, it's also one of the best tools in your arsenal for building better customer experiences.
Adrian Swinscoe
APRIL 4, 2023
Today’s interview is with Nadia Ness, who is Global Head of Transformation (Customer Support) at Ikea. Nadia joins me today to talk about transforming IKEA’s customer […] The post The crucial role of constant storytelling and change management in our transformation – Interview with Nadia Ness of Ikea first appeared on Adrian Swinscoe.
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Futurelab
APRIL 4, 2023
As those who follow me know, I am quite passionate about Voice of the Customer (VOC) Programmes being set up correctly to drive action, engagement and ROI. I have given many speeches, presented at least 50 webinars in 3 languages and given advice to dozens of companies around this topic. In 2020 we also dropped a first whitepaper around this. We have now published a fully revised and extended version of our whitepaper, which you can download here.
The DiJulius Group
APRIL 3, 2023
At most companies, policies and processes are put in place to deal with employees who exhibit sloppy, unprofessional, or irresponsible behavior. But if you avoid or move these people out, you don’t need so many rules. If you build an organization made up of high performers, you can eliminate most controls. The denser the talent, Read Full Article The post Want Your Leaders To Be More Successful?
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.
Customer Think
APRIL 7, 2023
Creating mobile-friendly websites is more important today than it has ever been. If you’ve been putting off optimizing your company websites for mobile users, here are some of the reasons why you should make that a priority today. 1.
Bill Quiseng
APRIL 5, 2023
QUI QUOTE: As their leader, the value to your employees is in their personal interactions, not your business transactions. For their well-being, employees want emotional remuneration, not just financial ones. Don’t ask them, “What can you do for me and my business?” Instead, ask your employees these two questions: “What do you think? and “What can I do for you?
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Lumoa
APRIL 4, 2023
For a business to flourish, it has to understand its customers well enough to market effectively to them. One of the best ways to do that is through a customer profile analysis. Simply put, this process closely examines current and potential customers’ characteristics, traits, and preferences. Analyzing such data helps businesses learn the ins and outs of their target audience—and a company that knows its audience can further its own growth.
Zendesk
APRIL 3, 2023
The world of retail is in a time of change. It’s no longer enough to simply offer a great product—your customers demand much more. In the flooded market with almost endless options, many retailers are competing on the quality of their service. This is where retail customer engagement plays a vital role. In this guide, learn more about customer engagement and its benefits, discover strategies for success, and see real-life examples.
Customer Think
APRIL 4, 2023
Hiring in today’s market can feel like an uphill battle, but many leaders believe they must keep at it to ensure their businesses’ success.
Totango
APRIL 6, 2023
It’s no secret that businesses have been hit hard in 2023. With budgets being cut, staff being laid off, and sales cycles getting longer, many businesses are feeling the pressure, especially in the tech sector. To survive this tough “do more with less” climate, companies are turning to their customer success (CS) teams to ramp up their customer retention and expansion efforts.
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.
Lumoa
APRIL 3, 2023
We are thrilled to announce our new partner: B2B Customer Experience Agency. By combining expertise in B2B customer experience with Lumoa’s powerful platform, we can create exceptional customer experiences that drive growth. We recently had the pleasure of interviewing Anna-Maija Tanninen , founder of B2B Customer Experience Agency. We asked Anna-Maija what inspired her to start her own company and how she supports her customers to take the next step in CX. “B2B Customer Experience Agency
Heart of the Customer
APRIL 6, 2023
Last week I spoke about how to get distribution executives to care about customer experience (CX). Now, I’m turning to the related field of manufacturing. Many manufacturing companies also offer distribution, so make sure to review that post, too. This week, I will dive into the specific impacts of CX in traditional manufacturing – and […] The post How Do I Get Manufacturing Executives to Care About CX?
C3Centricity
APRIL 4, 2023
Emotional Intelligence, or EQ, has emerged as a critical factor in driving business growth by enabling organisations to develop more meaningful customer relationships. In today’s ever-changing business environment, organisations seek innovative ways to differentiate themselves from their competitors. While many companies focus on improving their products, services, or technology, the key to long-term success lies in understanding and engaging with customers at a deeper level.
Customer Think
APRIL 7, 2023
The CRM Value Chain is made up of three Core Processes supported by five Enablers, all of which contribute to the goal of driving up customer profitability. We explored the idea of customer profitability in our first article. In this second article, we dig deeper into the three Core Processes.
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Myra Golden Media
APRIL 6, 2023
Breaking bad news is one of the most challenging aspects of customer service. It’s always challenging to tell a customer that their product is out of stock, their order is delayed, or their service is canceled. However, as a contact center representative, it’s your responsibility to deliver this news in a way that’s sensitive, empathetic, and effective.
Taylor Reach Group
APRIL 4, 2023
by Colin Taylor & Peg Ayers Implementing a new system is one of the biggest risks in a Contact Center. The old system may not have been great, but at least we knew what it could do, and we knew how to do it. Now what? In our years of assisting clients in avoiding the risks and creating successful implementations, we at the Taylor Reach Group have identified eight keys to successful implementations.
C3Centricity
APRIL 1, 2023
I’m going to supply you with the easiest and fastest way to compose your essay for me personally, and it can be certain to impress the people at the school. Do not even bother paying for a mentor or anybody else in that field – there are not any shortcuts which are needed to do this, so take my advice on what I am about to let you know in your benefit.
Customer Think
APRIL 6, 2023
In a 2021 paper published by The B2B Institute, Professor John Dawes, Associate Director at the Ehrenberg-Bass Institute for Marketing Science, described what has come to be called the 95:5 rule. The rule states that up to 95% of business buyers aren.
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.
Myra Golden Media
APRIL 5, 2023
When managing phone calls, signposting can make all the difference between a smooth and efficient conversation and a frustrating and confusing one. Signposting is the art of guiding the conversation using clear and concise language to let the caller know what to expect next. It’s a crucial skill for anyone who frequently takes calls, such as customer service representatives, salespeople, or receptionists.
TeamSupport
APRIL 7, 2023
We’ve all been there. Unlocking our phone, opening the Uber or Lyft app, and ordering a ride. When we do so, both the driver and rider are agreeing to certain terms and conditions: picking the rider up within a designated time frame, how much the trip should cost, an estimated arrival time, and delivering the rider to their destination safely. This agreement of sorts is similar to Service Level Agreements (SLAs), which ensures service obligations and promises are kept.
Intercom
APRIL 6, 2023
Fintech has become a major force in the finance industry. A new wave of startups has introduced new and innovative ways to manage finances that have challenged the traditional banks, developing products and services that offer new opportunities for both consumers and businesses, and providing more convenient ways to manage finances without being bogged down by legacy systems and red tape.
Customer Think
APRIL 3, 2023
Customer satisfaction is a hotly debated topic in the marketing world. Some business owners consider a lead “satisfied” when they purchase a product or service from their online store. In reality, satisfaction can end long after a customer’s first order. Here’s something to think about; what do people do when they’re unsatisfied with a product?
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?
ModSquad
APRIL 5, 2023
Self-service – or Tier-0 – customer support is attractive for many reasons for both you and your customer. For customers, this sort of deflection technique is typically the fast way for them to resolve their issues. It empowers them and increases satisfaction. For you, it typically translates to lower CS costs and higher CSAT scores. What happens when a customer needs more?
Execs In The Know
APRIL 6, 2023
The world has never been more reliant on digital channels, often self-served. But how can brands humanize and delight, regardless of how digitized the journey becomes for customers and employees? What role do personalization and conversational commerce play, and how can brands meaningfully connect with customers across the digital landscape? Here are nuggets of CX wisdom from the recently concluded panel discussion on “Delighting Across the Digital Experience (DX)” at the Customer Response Summi
Intercom
APRIL 5, 2023
Support teams are more stretched than ever. As expectations grow and resources shrink, it’s easy for support teams’ workloads to feel unwieldy, and sometimes unmanageable. For support managers balancing day-to-day support tasks, long-term strategic planning, and team development, it can be a struggle to give workload management the time and attention it deserves.
Customer Think
APRIL 7, 2023
The tide appears to be turning. In recent times, CMOs focused on innovation and growth, yet now economic uncertainty and the financial climate are making marketers take a long hard look at themselves. And when they do that, they focus on two things: the customer and revenue. As marketers, we exist for our 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
APRIL 7, 2023
Lots of companies have asked us: Why should we buy a CX solution when we could work with in-house developers to build our own? Building your own CX solution is time- and labor-intensive, and it requires an ongoing investment of developer resources to maintain. Many of our customers started with homegrown solutions only to realize that their systems couldn’t meet their needs or deliver the ease and efficiency that Zendesk can.
Hodusoft
APRIL 5, 2023
7 Best Practices for Managing Call Center Operations Call centers are crucial for many businesses, especially the ones that deal directly with customers. By leveraging call centers, they provide customer support, answer customer queries, resolve issues with products or services, and even accept orders or requests over the phone. A recent stat shows that almost 90 percent of customers feel that the experience is as important as the product or service.
cxservice360
APRIL 5, 2023
Customer service is a crucial part of any business, and companies are always on the hunt for skilled professionals who can deliver outstanding customer service. The post 40+ Customer Service Interview Questions and Answers appeared first on CXService360.
Customer Think
APRIL 7, 2023
The Egregious State of Customer Experience It’s no surprise that customer experience is nearing a 17-year low, recently validated by the latest American Customer Satisfaction Index (ACSI, September, 2022). But inflation, difficult international economics and the generally high sense of frustration that the world is not as it was pre-pandemic are not the only reasons.
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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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