Beyond Philosophy

AUGUST 20, 2020

How we share information is affected by the medium that we use to communicate it. We can see this concept manifest in customer reviews and advertising response behavior. The technology through which customers write reviews and interact with your organization influences the content produced and information shared. . We discussed the findings of the interface of technology and human beings with Professor Shiri Melumad on a recent podcast.

Transportation 349

Transportation Technology Technology Social Media 349

Intercom, Inc.

AUGUST 19, 2020

One of the most finite resources we have is time. And as an Executive Assistant, one of my top priorities is to ensure my leaders not only have enough time in the day, but are able to be effective, efficient, and productive. Helping them accomplish this isn’t an easy task, but it’s fundamental to their success. Allow too many meetings to pile on to their calendar, and they face some serious hydration and bladder issues.

Start-ups 260

Start-ups 260

ClearAction

AUGUST 19, 2020

Customer Experience Indexes: Modern Thinking Lynn Hunsaker. Why are customer experience indexes powerful? To paint a concise picture of growth strength. An index is like an executive summary of your voice of the customer research. It says: overall, our propensity to grow is increasing or decreasing. One size does not fit all. There are many types of customer experience indexes, and they each communicate something specific, based on certain assumptions, with greatest usefulness to one or more gr

Customer Experience 174

Customer Experience CX NPS Sales 174

Myra Golden Media

AUGUST 21, 2020

COVID-19 is making customers more hostile, and you need a strategy for quickly containing the situation and de-escalating the interaction. The 3R Method is battleground tested and easy to use – ideal for when you have to give bad news, enforce a mask requirement, or get an angry customer to calm down and listen to you. When you use these steps in your next challenging conversation with a customer, you’ll be more assertive and in control of the interaction.

Customer Experience 127

Customer Experience 127

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Customer Loyalty

Beyond Philosophy

AUGUST 21, 2020

How we share information is affected by the medium that we use to communicate it. We can see this concept manifest in customer reviews and advertising response behavior. The technology through which customers write reviews and interact with your organization influences the content produced and information shared. We discussed the findings of the interface of technology and human beings with Professor Shiri Melumad on a recent podcast.

Transportation 180

Transportation Social Media Technology Technology 180

Intercom, Inc.

AUGUST 20, 2020

Unpacking this central conundrum is at the heart of Alex Wolf’ s work – the self-described “consumer-facing anthropologist” has made a career by thinking deeply and talking widely about issues related to the pervasive role of technology in modern life. She asks what are the risks involved in “outsourcing” so many of our skills to technology. She wonders how do we design tools that complement rather than overwhelm our innate humanity.

Technology 243

Technology Technology Social Media Start-ups 243

Totango

AUGUST 21, 2020

In our latest installment in the CXO Series , we sat down with Keith Strodtman, COO, Customer First and Shelby Czarnota, Vice President, Customer Success Business Solutions at SAP as we discussed SAP’s Transformation and Innovation in Customer Success and why they deployed Totango as their One Customer Success Platform. It was a great must watch panel discussion that provides many insights into SAP’s journey to becoming the largest Customer Success implementation world-wide.

Innovation 115

Innovation NPS Touchpoint Start-ups 115

Beyond Philosophy

AUGUST 15, 2020

Did you know that if you were to write a Customer Experience review on your mobile phone, it would be more emotional than if you did it on your computer? Did you also know you are more likely to tell me your email and or home address and your substance abuse history if I ask you on your mobile? You might be thinking that this can’t be true. However, recent findings by Professor Shiri Melumad, assistant professor of marketing for the Wharton School at the University of Pennsylvania suggest

Data Mining 138

Data Mining CX Customer Experience Technology 138

Customer Bliss

AUGUST 18, 2020

This is a guest post from Niraj Ranjan, CEO & CO-founder of Hiver – a Gmail-centric customer service solution. At Hiver, Niraj is responsible for defining the vision and strategy of the business. With over 1500 customers across 30 countries. Niraj’s focus with Hiver has been to empower companies to provide customer experiences that are more human and empathetic. .

Customer Service 100

Customer Service Touchpoint Customer Experience Innovation 100

The DiJulius Group

AUGUST 19, 2020

In this episode, world-class customer service authority and president of The DiJulius Group, John DiJulius, shares some great insights into customer experience gleaning from his remarkable years of experience and expertise. John didn’t get his success offered on a silver platter. When his dad deserted his mom and siblings, they went from being upper-middle-class to.

Customer Service 96

Customer Service Customer Experience 96

Advertisement

Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Customer Experience Matrix

AUGUST 18, 2020

Everything you need to know about 2020 is covered by the fact that “apocalypse bingo” is already an over-used cliché. So I doubt many marketers have found spare time to worry about data security – which most would consider someone else’s problem. But bear in mind that 92% of consumers say they would avoid a company after a data breach. So, like it or not, security is a marketer’s problem too.

Compliance 92

Compliance 92

Totango

AUGUST 21, 2020

An enterprise cannot survive without satisfied customers to support it. This has always been true, but never has it been more true than in the era of customer-centricity that we now live in. As competitors become more customer-savvy and customers continue to raise the bar of their expectations, keeping customers happy is no longer the icing on the cake—it is now a main and necessary ingredient for business success, and it comes about primarily through the creation of customer value.

NPS 78

NPS Sports Customer Retention Sales 78

Fonolo

AUGUST 18, 2020

Customer perception is tough to measure because it’s usually comprised of both qualitative and subjective data. You can’t just count ‘customer perceptions’ in the same way you can other KPIs; you must be clever about how you do it. In short, there are two ways to find out how customers perceive your business: 1. Ask them. 2. Observe and listen to them.

Social Media 75

Social Media Net Promoter Score Contact Center Customer Satisfaction 75

The DiJulius Group

AUGUST 19, 2020

1. Feature Article You Will Never Out-Sell High Customer Attrition By John DiJulius, Chief Revolution Officer There is only one thing that I care more about professionally than customer experience and that is the return on experience (ROX). An investment in customer experience is worthless to any company’s C-Suite unless you can demonstrate the.

Customer Experience 93

Customer Experience 93

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.

Voice of the Customer

Kerry Bodine

AUGUST 21, 2020

In-person training won ’ t be back for a while… But the need to understand your customers’ behaviors, needs, and expectations remains as important as ever. To help you drive critical customer-centric decision-making in your organization, I’m hosting two more Virtual Journey Mapping Bootcamps in 2020: October 7 & 8 . December 8 & 9. Day 1 will help you build a solid understanding of the journey mapping methodology and how you can apply it to specific business challenges.

Customer Journey Map 71

Customer Journey Map 71

ClientSuccess

AUGUST 18, 2020

For customer success leaders, achieving long-term customer satisfaction and value is a top priority and drives many team decisions. Sometimes, however, it can be hard to distinguish which strategic decisions will drive customer value forward and which are just ‘spur of the moment’ choices. This is where the customer journey map comes into play. In the new SaaS-based economy, customer journey maps are built to help customers reach their goals and to show value.

Customer Journey Map 74

Customer Journey Map Start-ups Customer Satisfaction Sales 74

Chip Bell

AUGUST 18, 2020

Alice (of Alice in Wonderland fame) had a very vivid imagination. Had she been on the job market today, she would have no doubt been sought by Pixar, Google or Amazon. If you read Lewis Carroll’s classic you know the colorful adventures of Alice’s wonder world. In the Tim Burton 2010 movie version of the book, Alice’s father was tucking her into bed when she reported she had seen a dodo bird earlier in the day, a rabbit in a waistcoat, and a smiling cat and a purple caterpilla

Innovation 76

Innovation CX Customer Service Customer Experience 76

SurveySensum

AUGUST 18, 2020

Customer Satisfaction Score, commonly known as CSAT Score , is a business metric used by companies to gauge customer satisfaction after a certain interaction or on the overall experience of the customer. . It is a strong indicator of customer retention and product repurchase. It helps you understand customers’ needs, identify their sentiments with your products or brand, and segment them based on their expectations with you. .

Customer Satisfaction 69

Customer Satisfaction Touchpoint NPS Customer Loyalty 69

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?

Technology

Zonka Feedback

AUGUST 21, 2020

Creating a survey can be a complicated process, but with a good Survey Software , it’s easy to create and deploy interactive surveys. Conducting surveys is the need of the hour, and every industry makes use of it to understand where they stand, where they lack, what all they can do to enhance their products and services, and make their customers happy.

Healthcare 59

Healthcare Education Customer Feedback Customer Experience 59

TeamSupport

AUGUST 17, 2020

As published in business.com , June 2, 2020. There are two types of viewpoints when it comes to B2B (business-to-business) customer support. The first approaches B2B customer support as a cost center, or a necessary expense for running a business. After all, having a support team is required for your product, and it’s just something you need to have.

B2B 59

B2B Customer Relationship Touchpoint Education 59

Hodusoft

AUGUST 20, 2020

Security and privacy policies are paramount for all businesses. Especially while handling a call center or a contact center, it is imperative to adhere to the security standards strictly. Besides, because of the pandemic of COVID-19, businesses are promoting remote work. Hence, security measures have become more crucial. The contact center is often regarded as a high-risk area for data security compromises.

Contact Center 52

Contact Center Compliance Business Growth Business Operations 52

The DiJulius Group

AUGUST 20, 2020

In the most recent episode of The Customer Revolution Podcast, customer experience expert John DiJulius interviews the legendary Seth Godin – entrepreneur, author, speaker, leader, and visionary – and he shares these golden nuggets of insights about leadership. A leader is anyone who is creating and innovating. Leading doesn’t always mean having people underneath you.

Innovation 52

Innovation Customer Experience 52

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.

Retail

SurveySensum

AUGUST 18, 2020

Customer Satisfaction Score, commonly known as CSAT Score , is a business metric used by companies to gauge customer satisfaction after a certain interaction or on the overall experience of the customer. . It is a strong indicator of customer retention and product repurchase. It helps you understand customers’ needs, identify their sentiments with your products or brand, and segment them based on their expectations with you. .

Customer Satisfaction 52

Customer Satisfaction Touchpoint NPS Customer Loyalty 52

TeamSupport

AUGUST 17, 2020

On August 13, 2020, co-founder and CEO, Robert C. Johnson, handed the reigns to Pete Khanna as the company’s new CEO. We sat down with Pete to welcome him to TeamSupport, get to know him a little better, and learn about his vision for the next chapter in our story. Here’s what we found out. TS: Pete, let’s start with having you tell us about yourself, both your professional background and some personal tidbits.

Sports 59

Sports B2B Innovation Customer Relationship 59

Heart of the Customer

AUGUST 20, 2020

CX 103

CX 103

Qualtrics

AUGUST 18, 2020

A story of reinvention in a crisis. Peloton had to react and adapt to preserve the member experience, the foundation on which their business was built. Brad Olson, Chief Membership Officer, Peloton, explains how they did it. One of Peloton’s core values is to put their members first, and it’s something that's taken very seriously. In normal times (remember those?

Retail 49

Retail Sales Customer Experience 49

Advertisement

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

CX

SugarCRM

AUGUST 19, 2020

Best-Selling Author and Expert Micah Solomon Addresses the Importance of Customer Experience Management and Strategy. When he talks, businesses stop and listen. So, when SugarCRM sat down to learn about customer experience management from Micah Solomon, renowned customer service and CX expert, author, keynote speaker, and webinar host to delve into his customer-centric brain ahead of his upcoming webinar series with Sugar. .

Customer Experience Management 48

Customer Experience Management Mystery Shopping Customer Experience Mystery Shopper 48

Intercom, Inc.

AUGUST 17, 2020

For many companies, the word localization typically prompts two thoughts: it’s costly, and it’s time-consuming. Localizing a product for international expansion means making all aspects of that product accessible to the market you’re looking to enter – from language translation and adapting product UX to offering multilingual customer support, and beyond.

Legal 276

Legal Engineering Customer Experience 276

C3Centricity

AUGUST 17, 2020

Denyse Drummond-Dunn · What a customer first strategy means today. “Never miss an episode. Subscribe on Apple Podcasts to get new episodes as they become available.”. I know, you probably don’t want to read yet another article about the post-pandemic era, especially when the infection numbers in many countries are once again headed in the wrong direction!

Social Media 63

Social Media Retail B2C Customer Acquisition 63

Qualtrics

AUGUST 21, 2020

Employee wellbeing is more than just physical health; your employee wellness program needs to reflect that. Take a holistic approach to wellness and reap the benefits of an engaged workforce. You wouldn’t expect results from eating healthy but not getting enough sleep and neglecting your exercise regime, so why take that siloed approach with your employee wellness program?

Construction 26

Construction Healthcare Finance 26

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

CX