Sat.Oct 30, 2021 - Fri.Nov 05, 2021

A quick intro to people analytics and how it improves employee experience

Adrian Swinscoe

This is a guest post from Tim Ferguson, a writer and editor of Marketing Digest. Just as digital marketers use analytics to understand their customers better, […]. The post A quick intro to people analytics and how it improves employee experience first appeared on Adrian Swinscoe

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Lessons from The Overlook: Investigate small problems

Inside Customer Service

Note: Lessons from The Overlook is a periodic update on lessons learned from owning a vacation rental property in the Southern California mountain town of Idyllwild. It's a hands-on opportunity to apply some of the techniques I advise my clients to use. You can find past updates here.

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When Your Customer Experience Hits a “Bump in the Road”

Shep Hyken

One of our faithful subscribers sent in a question. While he’s in the hospitality industry, this could apply to any type of business. There have most likely been times that many of us have fallen short in taking care of our customers. It could be an isolated incident, which is easy to fix.

Conversation is the currency of the enterprise

Uniphore

By: Annie Weckesser, CMO The best enterprises don’t run on data – they run on conversations. Today, the most successful businesses are the ones that have the best and most effective conversations with their customers, partners and employees. And these conversations are happening everywhere. The average person has 27 P2P conversations every day, lasting 10 minutes each. 1 There are 65 billion conversations on WhatsApp alone.

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How to Work with Your Customer Success Team to Create a Great Product Feedback Experience

Speaker: Rebecca Notté, Product Operations Manager and Hannah Chaplin, Director of Product Marketing at Pendo

In this session, Hannah Chaplin and Rebecca Notté will detail the challenges of managing feedback between product and customer success teams and share their best practices on how to combat these challenges.

CRM is not just about technology; it’s actually about relationships – Interview with Victoria Wejchert of Kinship

Adrian Swinscoe

Today’s interview is with Victoria Wejchert, who is the founder and CEO of Kinship, a contact management app that makes it easy to store and act […]. The post CRM is not just about technology; it’s actually about relationships – Interview with Victoria Wejchert of Kinship first appeared on Adrian Swinscoe

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More Trending

Guest Post: Are Customer Surveys the Best Way to Receive Feedback About Your Brand?

Shep Hyken

Jacob Borgeson is the Product Marketing Director at Khoros where he helps brands understand how communities can help their businesses. He shares the challenges and limitations of using surveys to gather feedback about customer experience.

How to Transform an Angry Customer into Brand Evangelist

The DiJulius Group

Are you feeling the pressure of high customer demands? Customer service is on the decline, and now is the time to stand out. To differentiate yourself from the competition, you must anticipate your service defects and put protocols in place to make it right.

Create a Winning Customer Service Strategy in 6 Steps

Fonolo

Customers are the heart of every contact center. If customers don’t interact with your business, you really don’t have a business, which puts a well-strategized and successful customer service strategy at the forefront of contact center success.

5 Tips for Leading an All-Star Customer Success Team

Totango

Building and leading a customer success team is no easy feat. From gaining the buy-in of other departments to training team members and earning customers’ trust, the role of a customer success leader can be as challenging as it is rewarding.

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The Importance of Having Strong Decision Agility in Your Product Development Process

Speaker: Emily Tate, Managing Director at Mind the Product

In this talk, Emily Tate, Managing Director at Mind the Product will unpack how we can quickly make deeply-researched decisions on multiple topics that will positively influence your product development process.

Fall 2021 CRS & Five Key Takeaways from Five Keynotes — Part 5: UnitedHealth Group

Execs In The Know

Execs In The Know recently held its Fall 2021 Customer Response Summit (CRS) event (October 18–22, 2021) featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations from these top brands: Williams-Sonoma, Inc.

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063: 5 Steps to Creating an Organization Obsessed with Going Above and Beyond

The DiJulius Group

Chief Revolution Officer John DiJulius of the DiJulius Group discusses the 5 steps to creating an organization obsessed with going above and beyond. To build an above and beyond company culture, you must be proactive about creating awareness.

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Customer service best practices: alternatives to “happy to help”

Zendesk

Catchphrases are like fashion trends or pop songs (“Baby Shark” comes to mind): For a while, they are ubiquitous and beloved. People can’t get enough of them, and if you can pull them off as part of your communication, it proves you’re cool.

Net Promoter Score Question Best Practices: How to Ask Them and How to Follow Up

Totango

The Net Promoter Score question provides one of the most effective tools for predicting customer loyalty and brand advocacy. It reflects both how enthusiastic customers are about your brand and how likely they are to recommend you to others.

How Customer-Centric Feedback Loops Can Evolve Your Product Process

Speaker: Nickey Skarstad, Director of Product at Duolingo

Join Nickey Skarstad, Director of Product at Duolingo, as she discusses why it’s important to actively gather customer feedback, how to build customer feedback loops into your product planning, the best ways to decipher different types of feedback, and different frameworks for how/when to apply feedback processes.

Fall 2021 CRS & Five Key Takeaways from Five Keynotes — Part 4: Angi

Execs In The Know

Execs In The Know recently held its Fall 2021 Customer Response Summit (CRS) event (October 18–22, 2021) featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations from these top brands: Williams-Sonoma, Inc.

Creating Customer Personas: Solutions to 4 Common Challenges

Experience Investigators

Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. But what are they, really? How are they created?

How to build customer intelligence (and why you should)

Zendesk

Ever wandered into a store and immediately felt like you were in the wrong place? It could’ve been the inventory, the music, the vibes—whatever it was, it just wasn’t very you, so you lost interest in the brand. You’re not the only shopper who craves familiarity.

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Net Promoter Score Question Best Practices: How to Ask Them and How to Follow Up

Totango

The Net Promoter Score question provides one of the most effective tools for predicting customer loyalty and brand advocacy. It reflects both how enthusiastic customers are about your brand and how likely they are to recommend you to others.

Roadmaps Are Dead! Long Live Roadmaps!

Speaker: Bruce McCarthy, Co-Author of Product Roadmaps Relaunched and Founder of Product Culture

Join Bruce McCarthy, co-author of Product Roadmaps Relaunched, as he discusses the best ways to innovate your product roadmap. So that it reflects your customers’ needs while simultaneously and accurately communicating your products strategy and vision.

Fall 2021 CRS & Five Key Takeaways from Five Keynotes — Part 3: DISH Network

Execs In The Know

Execs In The Know recently held its Fall 2021 Customer Response Summit (CRS) event (October 18–22, 2021) featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations from these top brands: Williams-Sonoma, Inc.

People leave managers, not companies – 4 ways to better support your team

Inside Intercom

Across the US, people are quitting their jobs in record numbers. . This year, it’s estimated that approximately one in four people have quit their jobs , and those positions are remaining open for much longer than expected.

Customer success vs. customer experience: What’s the difference?

Zendesk

How are customer success and customer experience different? If you don’t know the answer to this question, you’re certainly not alone. The two concepts are often confused because there are some similarities and overlaps.

Net Promoter Score Question Best Practices: How to Ask Them and How to Follow Up

Totango

The Net Promoter Score question provides one of the most effective tools for predicting customer loyalty and brand advocacy. It reflects both how enthusiastic customers are about your brand and how likely they are to recommend you to others.

Feedback: The Secret to Innovating Your Product Development Process

Speaker: Liz Love, Chief Commercial Officer at ProdPad

Join Liz Love, Chief Commercial Officer at ProdPad as she details how product feedback can improve your product development process while mitigating stakeholder conflict, constant feature requests, failed launches, unexpected outcomes, unhappy users, and complexity.

The Three Levels of Artificial Intelligence – We’ve Only Just Begun

Customer Think

Artificial Intelligence (AI) – the capability of a machine or piece of software to display human-like intelligence – permeates our daily lives, often in ways we do not notice. It touches us in myriad ways.

3 Ways COVID Changed Remote Call Center Technology Forever

Fonolo

Over its first year, COVID-19 lockdowns and high case counts forced many offices to close. While this sparked big challenges for contact centers suddenly faced with overwhelming call volumes , it did have an unexpected silver lining around remote work.

What items should we focus on to improve our CX in 2022?

DMG Consulting

Question: What items should we focus on to improve our CX in 2022? Answer: Delivering an outstanding customer experience (CX) at all touchpoints in the customer journey requires the right blend of people, processes and technology. Contact center agents are becoming more important than ever to companies that want to deliver an outstanding CX.

Q&A with Aruba: How We Scaled Our Customer Engagement Strategy

Totango

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? Well, if you’re Aruba, you go digital.

How a Strong Customer Engagement Strategy Can Improve the Usability of Your Product

Speaker: Hannah Chaplin, Director, Product Marketing at Pendo and Esther Edel, Product Operations Analyst at Pendo

Join Mobile expert Hannah Chaplin as she shares best practices and real examples to help you improve your mobile apps with in-app guides.

5 Tips to Create Great Customer Experience Design Strategy

Customer Think

A customer experience design strategy that is sustainable and successful starts by having a vision and knowing who your customer is. This launching point enables you to design customer e. Blog Customer Experience Innovation

Main Mistakes of E-Commerce Holiday Support

SupportYourApp

It’s less than 60 days until Christmas. The hot season has officially started. Apart from

How to Level Up

Conversation Agent

We work at different levels — e.g., strategic, tactical — in many dimensions — e.g., past, future, sometimes present — alone and together, with stages, methodologies, processes, and so on. The unifying view in all of this is how we show up.

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