Sat.Aug 13, 2022 - Fri.Aug 19, 2022

article thumbnail

What Mixed Signals Do You Send Your Customers?

Shep Hyken

Then I read Jan Carlzon’s book, Moments of Truth, many years ago. It was one of the most powerful customer service and experience books at the time, and the content aligned perfectly with my idea of creating Moments of Magic for our customers. Carlzon’s definition of the Moment of Truth was: . Anytime a customer comes into contact with a business, however remote, they have an opportunity to form an impression. .

article thumbnail

4 Voice of the Customer (VoC) methodologies to gain valuable insights

Callminer

VoC insight is crucial for organizations to increase growth rates and achieve business milestones. Read on to learn four methodologies for measuring omnichannel customer experiences.

VOC 345
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

Five Best Customer Retention Software Solutions for Customer Success

Totango

Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn. Customer retention software automates best practices for maintaining clients, helping you deliver successful outcomes that inspire subscription renewals and repeat business.

article thumbnail

Customer neglect is real and needs to be managed, as do customer expectations

Adrian Swinscoe

Eng Tan and Daniel Rodriguez, the CEO and CMO of Simplr, respectively, have a theory. In their 2021 book: Experience is Everything, they say that customer neglect is on the […]. The post Customer neglect is real and needs to be managed, as do customer expectations first appeared on Adrian Swinscoe.

article thumbnail

From Data to Decisions: Maximizing Retail Potential with AI

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.

article thumbnail

Algolia’s Sarah Dayan on what sets a staff plus engineer apart

Intercom, Inc.

When you reach senior level on an engineering track, you’re expected to be optimal in your hard skill set. You’re autonomous, your code is immaculate, and you have a deep understanding of building and shipping software. But going into staff plus roles is another beast entirely. There’s project management, mentorship and teaching, decision-making, relationship-building, and the value you bring to the company is no longer measured by the quality of the lines of your code but rather by driving the

article thumbnail

What Is Your Personality Type, and How Does This Affect Your Success?

Beyond Philosophy

In the book, Quiet: The Power of Introverts in a World That Can’t Stop Talking , Susan Cain makes the case that the world values extroverts but that introverts also have strengths that people should not overlook. Furthermore, Cain thinks introverted personalities also have much to offer the world. Today, we discuss personality and try to correct imbalances placed on one type of personality over another.

More Trending

article thumbnail

Lack of a clear vision leads to higgledy-piggledy services and experiences – Interview with Ari Weinzweig of Zingermans

Adrian Swinscoe

Today’s interview is with Ari Weinzweig, the CEO and co-founding partner of Zingerman’s Community of Businesses, a gourmet food business group headquartered in Ann Arbor, Michigan, […]. The post Lack of a clear vision leads to higgledy-piggledy services and experiences – Interview with Ari Weinzweig of Zingermans first appeared on Adrian Swinscoe.

190
190
article thumbnail

Introducing the Hub SDK Improvement for Messaging and Live Chat

TeamSupport

Living in the Digital Age, so much of our lives are saturated with data and information. But with so much information available, sometimes we can feel like Johnny Mnemonic, past cranial-storage capacity, where additional data doesn’t help us solve any problems, and instead makes it even more difficult to solve problems. We probably won’t suffer permanent psychological damage if we take on too much information like Johnny (phew), but information overload and analysis paralysis are quite real.

article thumbnail

What is your personality type, and how does this affect your success?

Beyond Philosophy

Is your idea of an ideal evening a nice meal at home and a book or a Netflix queue? Or would you rather be at a cocktail party with people from all walks of life exchanging stories or jumping up and down to a throbbing beat in the middle of a crowded dance floor? How you answer this question is one of many ways that you can explore your personality type.

article thumbnail

30 Positive Feedback Examples for Employees

Zonka Feedback

Positive Feedback, when delivered properly, has the potential to enhance the relationship between employees and organizations. It’s a catalyst for employee development and the right alternative to the usual employee performance reviews. And honestly, we all know how we feel about post-performance reviews.

98
article thumbnail

Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

article thumbnail

The Ultimate Client Onboarding Checklist for CS Teams

Totango

A Customer Onboarding Checklist for Successful CS Teams. A lot goes into crafting the ideal onboarding process for SaaS products. You need to clearly demonstrate the ins and outs of your software to ensure your customers know how to use it and how to employ it effectively in the pursuit of their enterprise’s unique needs and goals. At the same time, you need to minimize time-to-value (TTV) to ensure customers see the benefits of your product as soon as possible.

article thumbnail

The Real Reason Your Company Invests in Customer Success

SixteenVentures

The purpose of Customer Success is not to make customers happy. It’s actually not even to make customers successful. Let me explain. The people in charge of your company – the Executives, Board, and Investors – want to improve a metric called NRR (Net Revenue Retention or NDR, Net Dollar Retention, if you prefer) for one very simple reason: it plays a direct role in the value of the company.

article thumbnail

Why is Accessibility Important for Customer Satisfaction?

Fonolo

Do you ever feel frustrated when you’re navigating an outdated website that’s not user-friendly? Who doesn’t? Today’s customer craves the swift and easy—and this rings 1000 times truer for call center customers. In other words? Your customer service should be accessible to everyone. But contact center accessibility doesn’t just help people with disabilities—it helps every customer.

article thumbnail

What are Customer Insights - How to Take Them and Why?

Zonka Feedback

A renowned brand is never the result of just excellent products; it is the product of a two-way relationship between the brand and its customers. A successful brand knows what its customers prefer, what influences their decisions, and what would drive them away. And this helps them in creating fruitful customer experiences that reduce churn and increase conversions.

article thumbnail

Software Composition Analysis: The New Armor for Your Cybersecurity

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?

article thumbnail

CSM Guide to Building Customer Loyalty and Improving Retention

ClientSuccess

As a CSM, you know that the holy grail of any customer relationship is strong loyalty and, ultimately, long-term retention. But how do you get to this level with a customer? While it may take years for some customer partnerships to get to this desired mutually beneficial place, there are a few steps CSMs can take on the back end to move things along faster.

article thumbnail

Guest Post: Agents Are the Answer: Empower Your Workforce to Improve Customer Experience and Reduce Attrition

Shep Hyken

This week we feature an article by Cassidy McDonnell, Creative Solutions Manager at Balto Software , a company that helps agents live on the call to analyze what’s working and scale best practices in real-time. She shares how organizations can improve employee engagement and customer satisfaction. It’s time to call the customer service line: you dial a number, click through the pre-recorded options, and find yourself humming along to the surprisingly pleasant hold music when, before you know it,

article thumbnail

Launch your career as a business writer

The Customer Service Blog

Would you like to become a business writer? The Customer Service Blog has got almost 250,000 readers across the world, making it a great way to get your articles seen by a large international business audience. We've got a team of enthusiastic worldwide business writers contributing articles to this blog - and we want more! So why not send us one of your articles?

Legal 74
article thumbnail

Definition of Negative and Positive Feedback Loop & How to Close Them?

Zonka Feedback

Nowadays, brands are using negative feedback loops and positive feedback loops to effectively manage customer relationships. Feedback loops prove to be a powerful tool when it comes to improving product/services and envisioning growth.

article thumbnail

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

article thumbnail

7 Easy Steps For Building A Knowledge Base

Knowmax

The post 7 Easy Steps For Building A Knowledge Base appeared first on Knowmax.

105
105
article thumbnail

Driving Positive Outcomes During CX Day, Customer Service Week & Beyond

Doing CX Right

Greg Melia, CEO of CXPA organization, and Stacy Sherman share valuable ways you can celebrate National CX Day and Customer Service week to show extra appreciation to customers, employees, and agents. The post Driving Positive Outcomes During CX Day, Customer Service Week & Beyond appeared first on Doing CX Right.

CX 69
article thumbnail

The Importance of Consistency in Customer Success Management

SixteenVentures

Customer Success leaders understand the value of predictable results for their organization, so they evangelize, prioritize, and even incentivize Consistency with their team. They coach their CSMs and Managers to be consistent. They understand – and help those they manage understand – what has to happen across the quarter for each CSM and Team to reach their goals, and they map out progress milestones to ensure not only success at the end, but success along the way.

article thumbnail

Top 20 Market Research Templates

Zonka Feedback

Are you interested in conducting market research but need some templates to get started? We unpack market research best practises, survey planning best practises, and share some of our best templates for brand, customer, product, and employee research in this guide. What is a Market Research Template. While you're familiar with the concept of market research and how it can help you reach your target audiences and improve your product or service, the real challenge is creating a market research p

article thumbnail

Mapping Digital Transformation: Retail’s Strategic Shift

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

article thumbnail

In-context or out of touch: The future of online customer service

Intercom

Support teams are facing a critical juncture: business costs and customer expectations continue to grow while resources like headcount and budget are decreasing. When it comes to support, modern customers want a personal, on-demand experience from businesses – with 75% of support leaders saying customer expectations have increased but only 34% confident they can meet those expectations.

article thumbnail

Amazing Business Radio: Seth Dobrin

Shep Hyken

The Role of AI in Customer Care. Building Human-Centered AI in Customer Service and Experience . Shep Hyken interviews Seth Dobrin, IBM ‘s first Global Chief AI Officer, leading the company’s corporate AI strategy. He shares how businesses can take a human-centered approach when utilizing AI to help their customers. Top Takeaways: What do we mean when we talk about AI for business?

article thumbnail

A Conversation with CX Expert, Shep Hyken – How to Meet Today’s Sky-high CX Expectations

Comm100

Shep Hyken, CX expert and a New York Times best-selling author sat down with Chris Bechtel, Vice President of Global Marketing at Comm100, to discuss the state of customer experience (CX) today. They discussed why and how CX expectations have grown so high, what brands can do to meet these demands, and Shep’s opinion on the future of CX. This blog recaps the best bits from this conversation.

CX 76
article thumbnail

Top 6 Website Feedback Form Ideas

Zonka Feedback

A website feedback form is a powerful tool for businesses that operates online.

95
article thumbnail

Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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

article thumbnail

CX job vacancy of the week: Audible

MyCustomer Experience

CLooking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job. 17th Aug 2022. By Rhys Fisher Staff Writer.

CX 52
article thumbnail

World Humanitarian Day: It takes a village

Zendesk

On August 19, 2003, a bomb attack in Baghdad, Iraq, killed 22 humanitarian aid workers. In 2008, the UN General Assembly designated this date—August 19—as World Humanitarian Day (WHD) to commemorate aid workers who have lost their lives in the line of duty. Each year, the UN Office for the Coordination of Humanitarian Affairs (OCHA) and humanitarian partners focus on a theme to campaign for the survival, well-being, and dignity of all those affected by crises and in war-torn areas, including the

Legal 52
article thumbnail

A formal apology to Lidl

The Customer Service Blog

Dear Lidl, I wish to issue a formal apology to you. Hopefully this apology will prevent the need for any legal action being taken and resolve a long-running issue between us. Last week I visited my local branch of Lidl in Leeds. The total bill came to around £15. When I checked my till receipt, I realised that the bottle of red wine that I had purchased from you was 90 pence cheaper on the till receipt than what it should have been.

Legal 52
article thumbnail

The Importance of Protecting Your Customers’ Data

cxservice360

When it comes to prioritizing customer service, professionalism and positive behaviour are key. In addition to creating a great first impression and ensuring a one-call resolution, everyone in the office or call center must also make the protection of all customer data the number one priority. If your systems are breached and hackers are able. Read more.

article thumbnail

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.