Sat.Mar 04, 2023 - Fri.Mar 10, 2023

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How to keep and nurture customer service talent

Intercom

Imagine a customer service team with high turnover and low tenure across the board. Your customers will only ever speak to people who haven’t had the necessary time or mentorship to become experts. They’ll receive continuous poor service, become frustrated, and – despite your great product – churn. Then consider employee morale in an environment void of solid team foundations or successful role models.

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Buyer's guide: How to choose the best NLP software

Callminer

This blog reviews what natural language processing is and explores expert tips and best practices for choosing the best NLP software for your business.

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Dialpad is betting that TrueCaaS is the future of customer service. They might be right.

Adrian Swinscoe

Over the last few years, despite the investment in self-service tools and technology to help drive proactive, predictive and pre-emptive service, live, and asynchronous, customer support […] The post Dialpad is betting that TrueCaaS is the future of customer service. They might be right. first appeared on Adrian Swinscoe.

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The Power of Customer Empathy in Supercharging Your Customer Experience

Lumoa

In the world of customer experience, “customer empathy” is not just a buzzword, it’s a game-changer. Put simply, it means genuinely caring about the experience your customers have with your brand. And when you master this skill, you can create an emotional bond that sets you apart from the competition. Let me give you a real-life scenario of how it works in general.

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Customer Experience Management: Optimizing Your Strategy for Financial Success

Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts

In the world of business, connecting the dots from experience to financial impact is an essential skill. Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. To gain buy-in from the C-Suite and key stakeholders, it’s crucial to illustrate how Experience Management translates into clear, measurable business results.

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The Importance of Data Analytics in Customer Experience Management

Customer Think

With the vast amounts of data that companies collect from various sources, including customer feedback, social media, and website analytics, it has become essential to analyze this data to gain insights into customer behavior, preferences, and needs. And ultimately deliver a consistent customer experience.

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How to use the customer retention rate formula

Callminer

Read this blog to learn how to use the customer retention rate formula, common variations, and how you can put it to use in your organization.

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The Great Resignation Actually Started Over a Decade Ago

The DiJulius Group

The Great Resignation, also called “The Big Quit”, refers to the higher-than-usual number of employees who voluntarily quit their companies during the COVID-19 pandemic (2020 – 2022). However, data shows that the mass exodus known as the Great Resignation actually started over a decade ago. Research reveals that the rise in quit rates started in. Read Full Article The post The Great Resignation Actually Started Over a Decade Ago appeared first on The DiJulius Group.

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What Is the 95:5 Rule? Does It Apply To Your Company?

Customer Think

In 2021, The B2B Institute, a think tank supported by LinkedIn, published a report featuring several papers authored by researchers with the Ehrenberg-Bass Institute for Marketing Science. One of the papers was written by Professor John Dawes, the A.

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Building community for Black History Month and beyond

Zendesk

Many of the events over the past year were historic, especially for Black Americans. From Ketanji Brown Jackson becoming the first Black woman to serve as a justice of the U.S. Supreme Court, to the killers of Ahmaud Arbery and George Floyd being convicted, to Maya Angelou becoming the first Black woman on the U.S. quarter, there have been several recent triumphs for the Black community.

Education 105
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AI and the Human Element: How to Strike a Balance in the Workplace

Doing CX Right

Brian Solis, Author, and VP of Global Innovation at Salesforce joins Stacy Sherman's DoingCXRight podcast about creating superior customer experiences by balancing AI, emerging tech & human interactions. The post AI and the Human Element: How to Strike a Balance in the Workplace appeared first on Doing CX Right.

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7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus

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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Discover True Value of an MBA: Just a Piece of Paper or a Must Have?

Beyond Philosophy

One of our listeners, Clive Hearst has a bit of pickle he needs our help with today. He wants to know whether he should invest the time and money in getting his MBA. He wants to know what the true value is of an MBA, and whether it is a must-have for his career. The answer depends on a few things. It might surprise you to know I don’t have an MBA.

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Searchandising Strategies for Merchants

Customer Think

An effective way to optimize search results is through online merchandising for search, or searchandising, which directly impacts the user’s experience and the retailer’s results. Like creating category pages, retailers can merchandise search result pages to drive more sales to the items that benefit the store most.

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Creating an Action Plan For Your Customer Feedback Strategy

Lumoa

Customer feedback is a direct line to how your consumer base feels about your business and its products. It’s invaluable information that enables you to address problems, make changes where necessary, and give your customers more of what they love. How customers react to your products and services is vital data, but it’s only accessible if you put together a sound customer feedback strategy to obtain it.

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How AI and data analysis can help your business provide the personalized service customers demand

Zendesk

Businesses should know a lot about their customers. After all, most companies possess significant data about the people who buy their products and services. But here’s the problem: much of that data remains untapped. Not being able to harness the power of that data means companies face real danger. The ability to access, analyze, and surface data to the right people at the right time is at the heart of what consumers increasingly demand: personalized, immersive experiences in which they feel tru

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When Customers Win, You Win: How to Deliver Value That Transforms Your Customer Experience

Speaker: Donna Weber - Customer Onboarding Expert

Customer onboarding is so much more than going live with your product and driving adoption. The truth is, onboarding is the most important part of the customer journey. When you set positive first impressions, establish trusting relationships, and quickly deliver meaningful outcomes, you create customers for life. Invest an hour with Donna Weber to learn why your customer onboarding is critical to your success.

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Using Data to Improve Your Customer Journey

Experience Investigators

Better Customer Journeys Require Improving Your Customer Intelligence With Operational & Experiential Data In an ideal world, customer experience would be built, improved, reviewed, and evolved based on real-time intelligence. This intelligence would include customer feedback, operational measurements, and an overall understanding of the world and marketplace.

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How CRM & Marketing Automation can help SMBs meet their growth goals in 2023

Customer Think

Even in a post-pandemic era, small- and medium-sized businesses (SMBs) continue to face new and evolving challenges. Unsteady markets, rising inflation and a looming recession have businesses and consumers alike taking a more frugal approach, making profitability an uphill climb for SMBs in 2023.

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What Telcos Can Learn About CX From Other Industries (And The Other Way Around)

Lumoa

In today’s competitive telecommunications industry, customer experience (CX) has become a crucial factor in retaining customers and driving business growth. With an increasing number of options for consumers, telcos must prioritize CX to stay ahead of their competitors. Delivering top-notch CX increases customer loyalty and enhances brand reputation, which can boost revenue.

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Customer Response Summit (CRS) Austin Recap and Event Highlights

Execs In The Know

We’re back from an exciting, action-packed three days at Customer Response Summit (CRS) in Austin, TX, where we were Creating Moments That Matter with the Execs In The Know community. Our Leaders Learning from Leaders mantra came to life as we tackled topics that provided ideas for navigating CX transformation success, thinking and planning differently in today’s business environment, adoption of innovation across the organization, and so much more.

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The Hidden Costs of Poor Customer Onboarding

Churn starts within the first 30 days of customers purchasing a product. A lot of it comes down to the first impression customers get through the onboarding process. A poor experience can result in losing current and future customers, and unnecessary overhead. It’s important to know what a poor onboarding experience looks like, the associated hidden costs, and how to build a top-tier onboarding experience for your customers so you can avoid losing hard-earned revenue.

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Higher Ed Pre-Enrolment Survey – Live Chat Emerges as Students Top Choice

Comm100

Recruitment is arguably the number one challenge for higher education right now. College undergraduate enrolment in 2022 was down by 9.4% compared to 2020. So what can schools do to attract more students and boost their enrolment figures against this incredibly difficult backdrop? It all begins with understanding what students want during the pre-enrolment process – and Comm100’s latest survey reveals all.

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5 Smart Ways to Create a Positive User Experience

Customer Think

For a business to succeed, it needs happy, loyal customers. If someone visits a website for the first time and has a horrible experience, they are not likely to return.

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How to get Insights from Customer Conversations & Analytics

Lumoa

Every company wants to know what its customers think of its product- but few think of simply asking them directly. Conversations with customers are the ideal way to get valuable insight and feedback into an organization’s performance. It allows companies to pinpoint their strengths and weaknesses and work on these issues quickly and flexibly. Garen Di Bernardo, Product Marketing Manager for Lumoa- a feedback analytics platform- provided some valuable tips on how to read customer conversa

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How to Reduce Customer Complaints in the Contact Center

Fonolo

CCMC’s Customer Rage Study is a fascinating look at CX, designed to help customer service pros identify pain points and reduce customer complaints in the contact center. The first study was done in 2003 — can you guess which direction the overall trend has headed since then? If you guessed there are more complaints than ever, you’re right. 66% of respondents had a serious problem with a product or service over the previous year.

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How to Create Unique Customer Journeys to Optimize Business Outcomes

Speaker: Shawn Phillips, CCXP, Head of Growth and Innovation

A one-size-fits-all approach is a great approach – if it’s 2010. With the growth of AI, customers expect – and often demand – a customer journey based on their unique needs and history with your brand. Advanced platforms enable you to move beyond simple personalization or mass customization to create truly unique customer journeys that optimize outcomes for both your customers and your brand.

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How To Ensure Your Customers Get The Right Answer

CSAT.AI

No one is perfect, and that includes your customers. Even with the best intentions, they might not always phrase their questions in the clearest (or nicest) way possible. This can lead to frustration on their part and lost sales for you. Fortunately, there are ways to help them out. In this blog post, we will discuss how you can ensure your customers get the right answer.

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[Experience Action Podcast] CX and EX At Once [wp-svg-icons icon="new-tab" wrap="i"]

Experience Investigators

The post [Experience Action Podcast] CX and EX At Once [wp-svg-icons icon="new-tab" wrap="i"] appeared first on Experience Investigators.

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How to get Insights from Customer Conversations

Lumoa

Every company wants to know what its customers think of its product- but few think of simply asking them directly. Conversations with customers are the ideal way to get valuable insight and feedback into an organization’s performance. It allows companies to pinpoint their strengths and weaknesses and work on these issues quickly and flexibly. Garen Di Bernardo, Product Marketing Manager for Lumoa- a feedback analytics platform- provided some valuable tips on how to read customer conversa

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Self-Service: A Complete Guide for the Modern Call Center

Fonolo

Today’s customers are a demanding bunch. If they have a problem or a question, they expect immediate information and quick resolution — but keeping up with this demand can be an impossible task for your contact center’s live agents alone. That’s where self-service comes in. Even if you provide 24/7 live support, there are many situations where a customer can’t get in contact or doesn’t have the time to wait for an agent to become available.

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New 2023 State of CX Survey Uncovers Work From Home Misalignment

JUST RELEASED! The Northridge Group’s State of CX 2023 Part II research report reveals that nearly 50% of consumers surveyed had knowingly spoken to a customer service associate working from home—and almost 75% of those respondents felt the associate's location did not impact the service or experience. So why do more than ⅓ of business leaders want contact center associates back in the office?

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5 Reasons To Offer Multiple Messaging Channels

TeamSupport

In today’s fast-paced and digital world, messaging has become an increasingly popular form of communication for customers. It is important for companies to adapt to their customers' preferences in order to provide the highest levels of satisfaction, gain more customers, and provide the best customer experiences. That’s why we’re excited to announce the addition of two new messaging channels to our live chat software: WhatsApp and Google Business Messages.

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4 organizations that took chatbots to the next level

CX Network

As generative AI takes chatbots into a new era, CX Network reflects on four deployments that elevated the standard of CX

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Tips for Writing Effective Customer Success Follow-Up Emails

ClientSuccess

Research Vectors by Vecteezy Personalize your email One of the most important things you can do is ensure your email is personalized. Not just their name – show an understanding and compassion for their specific issue or request. This will make the customer feel valued and show that you take their concerns seriously. Use Templates As an Aid, Not a Crutch Using templates or predefined prompts to write emails is a great time-saving tool.

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5 Tips for Customer Retention

Return Customer

All too many companies spend much of their energy and budgets on customer acquisition without investing sufficiently in customer retention. Of course, where subscription services are concerned, there’s a greater realization that keeping the customers one has is much cheaper, and theoretically, much easier, than trying to get new customers. But whatever your line of business, the basic principle applies.

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Ramping-up Your Digital CX Strategy: Adaptation of Omni Channel and Conversational Support

Speaker: Michael McMillan - Customer Experience Expert, TEDx Speaker, and Author

Are you looking to elevate your CX support strategy? Customers who have a seamless buying experience, from speaking with sales and purchasing the product to easily finding support, are more likely to return to your organization and recommend it to others. With the numerous changes in the market, it is critical that your CX strategy can evolve and better support your customers regardless of where they are in their journey.