2022

What is the ROI of Customer Experience

Shaun Belding

CX successes that I've seen have had one thing in common -- a consistent and intensely passionate focus on their customers that extended throughout their organization. They focused on their journey, not the end. . They decided they were in, not out. Shaun Belding | www.beldingtraining.com.

How to build better customer relationships by following up

Inside Customer Service

Paul Harvey was on the radio in my house a lot when I was a kid. Harvey was famous for a segment called "the rest of the story" where he shared a forgotten story or little-known fact about a famous person or event. Each ended with with a surprise twist and his famous phrase, "And now you know.

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3 Ethical Dilemmas in Customer Success

TSIA Customer Success

Creating customers for life! That is the goal of customer success organizations: creating a journey, experience, and value that will shape the customer’s belief system. The focus on creating life-long customers puts a huge amount of pressure on renewals and sales.

Sales 329

What is customer journey analytics?

Callminer

Customer interactions don’t exist in a vacuum, and neither should your data. Find out how customer journey analytics break down data silos to provide better insight throughout the customer journey

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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.

5 Tips for Being More Transparent with Your Customers

CX Accelerator

I can remember it well. I was in charge of a contact center a few jobs ago and we were having our second outage in as many days. After service had been restored, I got a call from a customer.

CX 211

More Trending

Self-Scheduling: The answer to agent stress in modern, omnichannel contact centres

Adrian Swinscoe

This is a guest post from Magnus Geverts is VP, Product Marketing at Calabrio. I have been in the Workforce Management (WFM) business for over 20 […]. The post Self-Scheduling: The answer to agent stress in modern, omnichannel contact centres first appeared on Adrian Swinscoe

It’s time for a Customer Service Culture Transformation to Customer CARE

Bill Quiseng

Is customer service the frontline? Really? Are we called to duty on the frontline battling customers? Doctors and nurses don’t serve their ailing patients. They care. So shouldn’t customer service be customer care? Or even better …. We are the Customer CARE team.

The Move from Employee to Boss

The Belding Group

One of the most difficult career moves anyone makes is that first promotion from employee to boss. The people who were your coworkers yesterday are now reporting to you. It is stressful, intimidating, and the transition is rarely easy. There are a lot of things you have to deal with.

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The State of the CX Professional in 2022

Futurelab

I originally wrote today’s post for Momentive.ai. It appeared on their site on February 3, 2022. The COVID-19 pandemic has amplified existing customer expectations and created new and unexpected ones. Those changes drove GetFeedback to research 2,200 professionals in the United States and Europe.

CX 207

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.

How to Measure CX Impact

Heart of the Customer

We CX folks love to discuss measurement. If you want to fill a room at a conference, just put the word “metric” in your session title, and you’re good to go. Mention “Net Promoter Score” or “Customer Effort Score,” and you’ll need to order more chairs.

What is WOW Customer Service?

Shaun Belding

What is the Difference Between Outstanding Customer Service and WOW Customer Service? When a company approaches us about customer service training programs, one of the first questions we ask is, “What are you hoping to achieve with the training?”

How observing subtle cues can improve customer service

Inside Customer Service

Last December, I visited three bicycle shops to search for a new bike. I wanted a hybrid bike that was easy to maintain and fun to ride. The employee at the first shop immediately focused what they had in stock, which wasn't much. He didn't ask any questions and barely answered mine.

Customer Onboarding: A Quick Guide for Customer Success

TSIA Customer Success

Customer onboarding can be a prospect’s first experience as your customer, and sets the tone for everything to come. Additionally, onboarding can be your customer’s second experience if they have purchased new or additional offerings.

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.

Detecting customer emotions with CallMiner

Callminer

Detecting emotions is hard. It is hard for machines because it is hard for humans. Read this blog to learn why it is so hard and why the CallMiner platform is one of the leaders in the space

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De-escalation Q & A Day!

Myra Golden Media

Did you miss my latest Live Q & A? You’re in luck. Here’s a replay of our conversation. 3:29 How do you deal with an angry customer because we won’t give in to their demands? 5:31 Do you have a list of negative priming words and positive priming alternatives?

Sales 122

Life at Uniphore: Meet Andrew Dahlkemper, Chief People Officer

Uniphore

As part of our ongoing “Life at Uniphore” series, we interviewed Andrew Dahlkemper, Uniphore’s new Chief People Officer.

AI 207

Unlocking a consistent path to purchase in the wake of SCA

Adrian Swinscoe

This is a guest post from Ed Whitehead, the Managing Director EMEA for Signifyd. A path to purchase is the journey that a customer will make […]. The post Unlocking a consistent path to purchase in the wake of SCA first appeared on Adrian Swinscoe

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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.

QUI QUOTE: Nobody raves about a company that meets customer expectations.

Bill Quiseng

QUI QUOTE: Nobody raves about a company that meets customer expectations. When you are working in customer service, you have been happy that your customers leave satisfied. You have sold them a product or service that meets their wants or needs. Or you solved their problem for them.

The Cold Coworker

The Belding Group

How to Deal With a Cold Coworker When these coworkers walk into the room, everyone knows it. You can actually feel the temperature dropping. They are in a foul mood, and have no intention of trying to hide it. The work atmosphere gets awkward and uncomfortable as people tiptoe around them.

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Is Your Company Product-Centric or Customer-Centric?

Futurelab

Today’s post includes an excerpt of a guide I wrote for GetFeedback in November 2020. The original guide can be found here , and a video excerpt can be found here. Linkedin Share Button. Tweet Widget

A Journey of One: The Future of CX

Heart of the Customer

In customer experience, we believe in the power of frontline workers. We build training and processes so that they can better engage our customers and improve outcomes for both those customers and our business. Also, as a whole, we’re an optimistic lot.

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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.

Why Should We Be Kind to Difficult Customers?

Shaun Belding

More than once over my career, I have been asked by people in customer service roles, "These customers are jerks. Why should I go out of my way for them?" The question, on the surface, seems fair. But here's the thing.

3 reasons to stop conflating customer service with customer experience

Inside Customer Service

"You're p **g me off!" The one-sentence email came from the company president. He was upset that the phones had been ringing all day, and blamed me for what was happening. Our phone lines rang throughout the office whenever a customer was holding for more than a minute.

Guest Post: Find Ways for Artificial Intelligence to Benefit Customers

Shep Hyken

This week, we feature an article by David Meerman Scott adapted from the new 8th edition of The New Rules of Marketing and PR to be released on May 3, 2022. He shares how organizations can use data and AI-powered tools to benefit customers.

CallMiner named a leader in 2022 SPARK Matrix™ for Speech Analytics

Callminer

Learn more about the global market for speech analytics and conversation intelligence within the customer experience in this 2022 SPARK Matrix independent analyst report

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.