Callminer
NOVEMBER 19, 2018
Marketing analysts are often expected to predict the future, and, fortunately, tools like interaction analytics are available that can help them do just that.
Intercom, Inc.
NOVEMBER 19, 2018
For salespeople, your sales pitch is crucial – above all else, it must be crystal clear what you’re trying to sell and what the value is to your prospective customer. This clarity from the start is critical, because that early impression shapes everything that follows – according to Forrester , the first viable vendor to reach a decision maker and set the buying vision has a 74% average close ratio.
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CX Accelerator
NOVEMBER 21, 2018
I always love the thanksgiving season, but this year it's extra special. This has been a phenomenal year for CX Accelerator and the CX industry at large. I can't image a better field in which to work - improving people's lives through great experiences. When you boil it down, Customer Experience is simply doing the right thing. It’s putting others before yourself.
Beyond Philosophy
NOVEMBER 22, 2018
I have a rule with large purchases; I always sleep on it. I do it to ensure I want to make the purchase and not merely susceptible to a sales technique. Plus, it’s a significant expenditure, and I don’t want to make a mistake. This rule works well for me. Your customers have rules, too, and they use them in your Customer Experience. Understanding how and why customers are making these rules can help you provide the type of Customer Experience that makes buying from your organization the customer
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Myra Golden Media
NOVEMBER 23, 2018
I haven’t stepped into a Starbucks since two African American men in Philadelphia were arrested for merely being black in Starbucks back in April. But Starbucks isn’t the only company with issues with insensitivity. Consider three of my recent experiences with companies. It’s Not Okay to Crop My Afro Out of Your Corporate Images. Minutes before a workshop, I was seated stage-right as my client gave me an impressive introduction to the audience.
Intercom, Inc.
NOVEMBER 20, 2018
In the early stages of most SaaS startups’ lives, the CEO or founder often acts as the initial head of sales. This makes sense given the likely resource constraints and the value to be gained from getting in front of customers from day one. As Jason Lemkin puts it , “The CEO/founder should close at least the first 10 (or 20 or whatever) customers.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
NOVEMBER 23, 2018
There is a big difference between what customers say they want and what they buy. For example, Disney know that when they ask their customers what they would like to eat at their theme park that people will say they would like to have an option of a salad. Disney also knows that people don’t eat salads at theme parks! They eat hot dogs and burgers.
Fonolo
NOVEMBER 20, 2018
There is no question that customer service is changing quickly. From website FAQs, to live chat options, to social media platforms, there are an increasing amount of channels which consumers can use to reach out for help. Still, even with all of these bells and whistles, nothing beats the emperor of all customer service options: Speaking to an actual human being.
Intercom, Inc.
NOVEMBER 20, 2018
The days of waiting several hours on hold to speak with a support or sales representative are now (mostly) over. The monotone “Please hold the line, your call is very important to us” message has now be replaced by real-time messaging. You can message companies on social media just like you’d message your friends. You can resolve complex issues through live chat in a matter of minutes.
ProProfs
NOVEMBER 18, 2018
With emerging competition in the world of digital marketing, marketers finding it challenging to generate new leads. Quizzes are not only fun and interesting. Rather, they are valuable for marketers to engage audiences and capture leads. Today, businesses experiment with quizzes to generate leads through audience interaction and engagement. Social media has taken to quizzes with much excitement and efficiently draws in a large audience.
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.
Chip Bell
NOVEMBER 20, 2018
Standing on the banks of a magnificent river, your imagination can run wild. A mighty river can take you many miles, connecting you with countless ports and people along the way. Rivers are still an important source of commerce transportation. It is the source of electric power in many places. Just, consider of all the stories told about the Mississippi river running over 2000 miles from Minnesota to the Gulf of Mexico near New Orleans.
UJET
NOVEMBER 21, 2018
Having a wealth of data at your fingertips will help build a more comprehensive picture of how customers interact with your service. It's important to seek out ways to learn more about your customers and their preferences as they use your product or service.
Fonolo
NOVEMBER 22, 2018
Consumers love to communicate with each other over text channels and, according to recent studies , they are eager to use this mode of communication to interact with businesses. There are three main forms of text-based communication battling for the future: Mesaging, chat, and texting. As a result, the world of messaging remains very fragmented (especially when viewed globally).
Steven Van Belleghem
NOVEMBER 20, 2018
Since the founding of the internet, one of the primary challenges has been to help people get the information they want and need. Google was the first major company to solve this for search, which has contributed to their huge rise. But that was the first generation, pre-AI. Already, though, AI can help remind you about getting to your appointments on time, by incorporating information from your schedule and publicly-available traffic information.
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.
Customer Bliss
NOVEMBER 23, 2018
While many of us are taking some much-needed downtime this week, I want to thank all of you for listening to the podcast. I truly appreciate your support; it helps keep this show going! Of course, I’m grateful for having the opportunity to meet and chat with all of these wonderful guests who share their wisdom, strategies, and tactics with us.
Hodusoft
NOVEMBER 21, 2018
Communication is the key to business success and it is just as important for smaller companies as it is for larger ones. IP PBX is often perceived as a communication tool meant only for larger enterprises. That traditional IP PBX system represents significant investment has been deterrence for widespread adoption by smaller companies and even SOHO businesses.
Fonolo
NOVEMBER 21, 2018
A number of call center companies reported earnings in the last few weeks, so it’s time once again for an informal, semi-regular, not-at-all-intended-as-investment-advice look at what’s going on. Twilio and RingCentral both had a bumper crop of news and their stock prices have reflected that; this continues the momentum from the last time we talked about them.
Confirmit
NOVEMBER 20, 2018
Late last month I joined my Aussie colleagues in Sydney for the Chief Customer Officer event. It’s a fantastic event with a brilliant line-up of speakers, from Westpac to Tesla to SumoSalad. It was great to see so many customer-focused people together, all looking for ways to build better customer experiences. Of course, we weren’t just there for the networking and the discussion groups.
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?
Customer Bliss
NOVEMBER 20, 2018
In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. The following is a lightly edited transcript of the video below. In my latest book, Would You Do That To Your Mother?
Help Scout
NOVEMBER 19, 2018
While you’re rushing around serving customers this holiday season, don’t forget to take care of yourself. Here’s a Happy Thanksgiving message from Leah on behalf of everyone at Help Scout! While many of us will be enjoying a well deserved turkey break this week, there will still be plenty of people hard at work supporting our customers or perhaps just “checking in for a minute”.
CX Journey
NOVEMBER 21, 2018
Did you know that journey maps are more than a tool? I've written previously about 11 myths and mistakes about journey mapping: 5 Myths of Journey Mapping 6 Bonus Myths of Journey Mapping I should add one more myth, which is really the umbrella myth that likely encompasses all the others: Journey mapping is just a tool. Nope, it's not just a tool; it's not just a workshop: it's a process.
Confirmit
NOVEMBER 19, 2018
In this webinar, Jason Bryce, Confirmit’s Technical Solutions Consultant, will discuss Confirmit's Dynamic Open Text technology and reveal the groundbreaking results of our research on the success of using automation to improve open text survey responses. While open-ended survey questions can help you collect deeper insights while asking fewer survey questions, getting respondents to provide meaningful detail in their responses can be a challenge.
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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
SugarCRM
NOVEMBER 19, 2018
By Zachariah Sprackett, SVP, DevOps at SugarCRM. There’s so much the whole team at SugarCRM has accomplished during the last 12 months that I’d love to tell you about. But to do that, I feel like first I need tell you about how we think about software delivery. One way to think about it is to consider those family-size tubes of toothpaste all of us are tempted by.
1 to 1
NOVEMBER 19, 2018
Consumer confidence is at an 18-year high and holiday shoppers are ready to spend. Total retail sales in the U.S are expected to exceed $1 trillion during the holiday season, representing the "strongest growth since 2011," according to eMarketer. But, if there’s anything to be learned from the so-called retail apocalypse, it’s that retailers can’t rely on the same strategies they used seven years ago.
C3Centricity
NOVEMBER 21, 2018
It is more than a year ago that Coca-Cola did away with their CMO in favour of a Chief Growth Officer. Was it a wise move or foolhardy? In a recent interview with Marketing Week their global vice-president of creative claims that it has “broadened” the company’s approach to marketing. Well something is clearly working for Coke; at the end of last month it reported higher-than-expected financial results for Q3 2018.
Confirmit
NOVEMBER 19, 2018
In this webinar, Jason Bryce, Confirmit’s Technical Solutions Consultant, will discuss Confirmit's Dynamic Open Text technology and reveal the groundbreaking results of our research on the success of using automation to improve open text survey responses. While open-ended survey questions can help you collect deeper insights while asking fewer survey questions, getting respondents to provide meaningful detail in their responses can be a challenge.
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
Confirmit
NOVEMBER 18, 2018
In this video, Peter Haslett of Realeyes talks to Confirmit about the future of Marketing Research. He focuses on the way in which researchers can now use passive data collection to deliver a wealth of insight without asking direct questions of respondents. Peter talks about the importance of webcams in capturing data that can then be coded to provide deep insight into how people feel as they watch video content.
Confirmit
NOVEMBER 18, 2018
In most of the conversations I have with clients these days, it takes about five minutes before the word “digital” makes an appearance. It’s hardly surprising. Websites are one of the most important and powerful tools a company has to engage with customers, so it’s a natural place for collecting a wide variety of feedback. To help make sure that our clients can make the most of this opportunity, we’ve just made some pretty significant enhancements to our digital fee
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