Adrian Swinscoe
AUGUST 16, 2021
Today’s interview is with Stan Phelps and Dave Rendall, co-authors of Pink Goldfish 2.0: Defy Normal and Exploit Imperfection. They join me today to talk about […]. The post Pink Goldfish, standing out, portmanteaus and wabi-sabi – Interview with Stan Phelps and Dave Rendall first appeared on Adrian Swinscoe.
The Belding Group
AUGUST 15, 2021
Harness the Power of Silence One of the most powerful communication skills you can harness is the power of silence. Professional salespeople have known the power of silence for years, with silence being the magic ingredient to closing sales. The same is true in negotiation and leadership. When someone is voicing a complaint or expressing an […].
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Inside Customer Service
AUGUST 19, 2021
"We had $1 million in preventable returns last year." The executive who shared this shocking figure explained that his company had recently entered the consumer market for home improvement tools. The preventable returns were tools that worked perfectly well, but confused customers couldn't figure out how to use them. The company had failed to anticipate that consumers wouldn’t be savvy users like the professionals who had used its tools for years.
Fonolo
AUGUST 17, 2021
To optimize your call center’s performance, you need to think about improving your customers’ experience. After all, customer-centric companies are 60% more profitable. While incredible customer service should always be a call center’s goal, it shouldn’t be your only goal. If your agents have polite, customer interactions — that’s great! But it’s not enough.
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Customer Think
AUGUST 20, 2021
Is AI driving digital transformation? Or is digital transformation driving the adoption of AI? Are they synergistic, or just getting in the way of each other? Numerous studies show that large organizations are realizing only limited success in digital transformation projects. For example, BCG and McKinsey research have put success rates in the 30% range. […].
The Belding Group
AUGUST 14, 2021
Be Careful With Your Opinions Opinions. Sometimes they’re based on facts, sometimes on experience, sometimes on misinformation, and sometimes they’re based on nothing at all. Opinions are everywhere and we all have them. Interestingly, while people are often hesitant to share other things they have (chocolate, for example), they are typically quite anxious to […].
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Fonolo
AUGUST 19, 2021
If you’ve ever experienced burnout, you know how catastrophic it is. Burnout is a mix of feeling exhausted, negative, and distant from your job all at once. It also results in reduced efficiency at work, which in turn affects a company’s customer satisfaction and profits. Unfortunately, burnout is quite common in the United States. Almost half of US workers report feeling burnt out sometimes , while another 23% report feeling burnt out often.
Kate Nasser
AUGUST 15, 2021
Do improved people skills really help people? Yes, they really do. Wouldn’t it be better to overlook the bad way people treat you and see the value of what they offer? No, not exactly. Moreover, your poor people skills can drive people away from you. In leadership, teamwork, and business in general, this is death […]. The post Improved People Skills Take You Further Than Jerky Behavior | #Leadership appeared first on KateNasser.com.
The Belding Group
AUGUST 16, 2021
Looking to build stronger, closer relationships at work and in your personal life? Here are three we should always be working on: Shaun Belding | www.shaunbelding.com.
Shep Hyken
AUGUST 20, 2021
This week we feature an article by Ray?Blakney, CEO and co-founder of Live Lingua , a renowned online language learning platform. He writes about how companies can secure their current customers’ repeat business. Every entrepreneur knows how important repeat customer business is for the overall success of their enterprises. Rather than spending a ton of money on marketing to try to land new buyers, if you are able to secure loyal, lifelong customers, their repeat business will continually grow y
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.
The DiJulius Group
AUGUST 17, 2021
In 2020, almost 90% of organizations reported that they have a Chief Experience Officer (CXO), according to Gartner. This is a significant increase from 2017 when more than 35% of companies did not have a CXO on their team. According to Gartner, customer experience drives over two-thirds of customer loyalty, outperforming brand equity and price. Read Full Article.
Customer Think
AUGUST 20, 2021
B2B voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons to B2C trends. So, what does it mean? Let’s look at a sports analogy for enlightenment. When you’re mature in a sport, it means increased motor skills, strength, power, and in many cases, reduced risk of injury. […].
Heart of the Customer
AUGUST 19, 2021
The jostling we’ve seen in the CX tech marketplace over the past few weeks ? and discussed in previous posts ? is going to impact more than just the SaaS (software as a service) companies in play. It’s going to impact you…and the way CX is practiced going forward. This slew of recent transactions (such […]. The post Tech Innovations Will Raise Expectations appeared first on Heart of the Customer.
Taylor Reach Group
AUGUST 16, 2021
A major professional sports league with teams and venues in virtually every city in North America has selected The Taylor Reach Group to assess its contact center operations. Award-winning global contact center consultants and customer experience experts, The Taylor Reach Group, Inc. (TRG) have been enlisted to help the organization assess its customer experience operations.
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.
Totango
AUGUST 18, 2021
Freemium onboarding forms a critical stage in users’ path to becoming paying customers. The email sequences you use to onboard freemium users can directly determine whether they upgrade to premium buyers or they become inactive users. In this blog, we’ll cover what freemium onboarding email sequences are before we take a closer look at what types of emails go into successful onboarding campaigns.
Customer Think
AUGUST 18, 2021
If you’re a marketer, you must have already heard of geofence marketing. Many marketers are already taking advantage of this tactic to boost their sales, get more conversions and increase their profit. And you should try using it too if you want to stay ahead of your competitors. But before using geofence marketing for your […].
Beyond Philosophy
AUGUST 19, 2021
My podcast partner, Professor Ryan Hamilton of Emory University, and I were honored to celebrate our 200th podcast , The Intuitive Customer. To mark the occasion, we each chose three of the best episodes from the first 200. Here are our picks and the key things we learned from each. Colin’s Picks: How Apple Uses Psychology To Construct An Outstanding Experience.
Aquire
AUGUST 18, 2021
Humor is an often overlooked but useful tool for any business looking to create a positive customer experience. Using humor can help you build your brand, foster connection, and promote relaxed and happy customer relationships. Yet, many businesses hesitate to use humor. Some are afraid it may appear unprofessional. Others are worried it may sometimes be misconstrued or unintentionally offend.
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?
Conversation Agent
AUGUST 18, 2021
Ever since Joseph Campbell wrote it (1949), The Hero with a Thousand Faces, the hero has grabbed the collective imagination. Stanley Kubrick and Arthur C. Clarke used “Journey Beyond the Stars”# as a working title for the screenplay that would become 2001: A Space Odyssey. The hero's journey is alive and kicking in modern speeches and presentations.
Customer Think
AUGUST 14, 2021
There’s no doubt personalization is a critical part of the modern-day customer experience. And most brands and business owners fundamentally get that, but actually achieving it is another story. For instance, according to a post-pandemic survey published by Salesforce, more than two-thirds of consumers expect brands to understand their unique needs and expectations, and 91% […].
Zendesk
AUGUST 19, 2021
As technology becomes more sophisticated, so do virtual sales and marketing techniques. Newer channels and automations allow brands to bypass the “hard sell” and engage consumers with something a little friendlier and more conversational. You may have heard of “conversational marketing” as a more modern alternative to other lead generation and customer engagement techniques.
Dealing With Humans
AUGUST 18, 2021
I have made some interesting observations this summer at the theme park I am a manager at. You see, we have a gondola that takes you to the park from Glenwood Springs, Colorado, a place with varied weather conditions to say the least. In the event the gondola closes for long periods of time, we offer bus service up and down a dirt road that comes up the back side of the mountain.
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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
The DiJulius Group
AUGUST 18, 2021
Senior Customer Experience Consultant for The DiJulius Group, Dave Murray, talks with Scott McKain, author and member of the Speakers Hall of Fame and the Sales and Marketing Hall of Fame, about creating the ultimate guest experience. You will learn: The difference between the customers we attract versus the customers we pursue The true importance.
Customer Think
AUGUST 17, 2021
The past two years have been very destructive for both the livelihood as well as businesses. With pandemic taking a grip over the world, companies across the world have been forced to rethink, how they can conduct their business is running and how they can supply their services to the users. Along with that, people […].
Zendesk
AUGUST 17, 2021
“The customer is always right.”. If you’ve ever worked a day in the service industry, you’ve seen this slogan plastered on a break room wall. The idea was coined by a turn-of-the-century retailer, and it’s so common that many businesses make it a mandate for their customer service teams. But, like any principle, “the customer is always right” shouldn’t be taken literally.
Shep Hyken
AUGUST 17, 2021
The Uncommon Soft Skills That Make Up the Best Customer Service Representative. Creativity, Coordinating and Cognitive Flexibility. Shep Hyken interviews Greg Hanover, CEO at Liveops. They discuss the three most uncommon soft skills that make up the best customer service reps: Creativity, Coordinating with others, and Cognitive Flexibility. Top Takeaways: – What’s needed to deliver an excellent customer experience is creativity and problem-solving.
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
The DiJulius Group
AUGUST 17, 2021
Overall customer satisfaction is at 73.6, its lowest point in over 15 years. And since the start of the pandemic, satisfaction has been dropping like a rock. What is behind all the deteriorating customer service? Several things, such as: employee burnout, low employee morale, high employee turnover, staff shortage, poor reactive hiring, no training of.
Customer Think
AUGUST 14, 2021
Getting Started Getting your business or product ready for launch can be an exciting prospect, but it also requires a lot of consideration and planning. Namely, assembling a marketing team. As the gig economy flourishes, more and more businesses are leaning towards flexible talent rather than in-house talent. In 2020, an Intuit report discovered that […].
Zendesk
AUGUST 18, 2021
As a company grows, its ever-expanding sales team needs a capable CRM system to keep track of prospects and customers. Sales management software is used by many salespeople to organize their contacts, manage their pipeline, and streamline workflows and organizational processes for maximum efficiency—allowing small businesses to get bigger. Before settling on one CRM platform, it’s important to carefully consider your criteria and weigh the pros and cons of the most popular options.
Beyond Philosophy
AUGUST 14, 2021
We were excited to reach our 200 th Episode of the podcast! In this episode, we look back on six of our favorite podcasts from these first 200 episodes and what the key learning was from each of them. We want to thank our listeners for tuning in each week to hear our ramblings. We are proud of what we do, but it would be meaningless if it didn’t prove to be a useful resource for people.
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
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