Adrian Swinscoe
APRIL 2, 2024
Today’s interview is with James Lawther, Director at Squawk Point Consulting and Author of ‘Managed by Morons: The Path to a Thriving Organisation’. James joins me […] The post You don’t get promoted for teaching people how to wash their hands – Interview with James Lawther first appeared on Adrian Swinscoe.
Comm100
APRIL 2, 2024
Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement. A higher CSAT score not only reflects happier customers but also drives loyalty, positive word-of-mouth, and increased revenue potential.
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Customer Think
APRIL 2, 2024
In the past few years you’ve probably heard some version of the following, more than once: “Disruption is the new normal.” “Organizations need new ways to weather the storm.” “You have to be resilient to survive.” All these sentiments are true.
The Customer Service Blog
APRIL 2, 2024
In my role as a lecturer in Business Studies, I am often asked who is my favourite female entrepreneur. My answer is Anita Roddick, founder of The Body Shop, who tragically died in 2007. Business women like Karen Brady and Jacqueline Gold are often held up as examples of the best British female 'entrepreneurs'. But I would argue that both Brady and Gold were not entrepreneurs at all, having been born with ‘silver spoons’ in the mouths, and given ready-made successful companies to run (with a lot
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
Customer Think
APRIL 2, 2024
Seth Godin said, “Don’t find customers for your products, find products for your customers.” I’m a huge fan of this quote and have used it many times over because it summarizes nicely what I’ve preached over the years: solve problems for customers; do that, and your business will go far. What’s the Difference?
Experience Investigators
APRIL 2, 2024
Your relationship with customers is built one step at a time. Every interaction they have with your organization leaves an impression — and you want it to be a good one! ‘Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. And for good reason! Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Experience Investigators
APRIL 2, 2024
Your relationship with customers is built one step at a time. Every interaction they have with your organization leaves an impression — and you want it to be a good one! ‘Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. And for good reason! Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways.
Customer Think
APRIL 2, 2024
Listen to the podcast: “Colin, could you tell me the one thing that we need to do to improve our Customer Experience?” This question is one that many of my clients want to ask me. They don’t say that in so many words, but effectively, that’s what they were asking me to do.
Experience Investigators
APRIL 2, 2024
Embark on a journey with Jeannie Walters as we unlock the secrets to customer experience success that transcend industries. There are aspects to managing the customer experience in an intentional and proactive way that are true no matter the size of the organization, the leadership, the industry, you name it. We’re exploring the must-have elements as opposed to nice-to-haves and mentioning some things you might want to actively ignore.
Customer Think
APRIL 2, 2024
Agility has become a cornerstone for success in the enterprise and a culture of agility within marketing and customer experience teams can significantly enhance an organization’s ability to adapt to market changes, meet customer needs more effectively, and foster continuous improvement and innovation.
Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón
Enterprise commerce is at an inflection point. Rigid, monolithic platforms slow brands down, but a full replatforming is disruptive and costly. Modular architecture offers a flexible, scalable alternative - allowing enterprise brands to modernize without ripping and replacing their entire stack. Learn how a composable approach helps modernize commerce stacks while maintaining control over critical systems.
Intercom
APRIL 2, 2024
Wednesday, April 10th, 2024. What might appear to be your average Wednesday will in fact be the day a new era of customer service is revealed. Join our CEO Eoghan McCabe at 5.30pm BST / 12.30pm EDT / 9.30am PDT on April 10th as we share some big news about our latest AI breakthrough. In this 15-minute, action-packed broadcast, you’ll learn how we’re evolving our entire platform to make things easier for your customers, agents, and support managers.
Customer Think
APRIL 2, 2024
Price and promotion might be the key proteins of retail operations, but make no mistake, there’s a lot to be learned from what’s inside a $13 pita wrap. The fast-casual chain Cava Group offers proof. The Washington, D.C.
Logicalware
APRIL 2, 2024
The role of the contact centre agent is continually adapting to changing customer behaviours and new technologies. Contact centre agents are more than problem solvers – they need to be experts in products, software, and communication. And, with high turnover rates in contact centres, investing in product training and the development of contact centre agents is not just beneficial but critical for achieving sustainable success.
Customer Think
APRIL 2, 2024
Today’s blog post is a part of a series that I will be sharing over the next couple of weeks related to what I learned at the Agilysys Inspire User Conference in Las Vegas, March 18-20, 2024.
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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
SugarCRM
APRIL 2, 2024
Large Language Models (LLMs) have gained the attention of B2B operators over the past two years. Sales professionals are curious about integrating this technology into their daily activities and how LLM and generative AI can simplify their workflows and relieve them of some of the mundane tasks that take up the time they could use for actively selling.
Customer Think
APRIL 2, 2024
The future of banking is being reshaped by the rapid integration of automation technologies. Banking institutions worldwide are recognizing the transformative power of automation to streamline processes, enhance customer experiences, and drive operational efficiency.
Customer Think
APRIL 2, 2024
Automating data integration is a significant step businesses can take to improve efficiency, reduce errors, and enhance scalability. In the rapidly evolving digital era, having real-time data updates is crucial to remain competent. However, pairing the amassed data from disparate sources can be daunting and time-consuming without automated processes.
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