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Its easy to think of VoC as a tool to put out firesto identify what went wrong, whos upset, and how to make it right. And yes, recover alerts are essential. They help reduce churn, save relationships, and show customers you care. But if thats all your VoC program is doing, then its just a glorified complaint box. The truth is, the real power of VoC kicks in when it becomes part of your culturenot just your operations.
Summary: In this episode of the Customer Service Revolution Podcast, John DiJulius shares insights on the art of engaging presentations, emphasizing the importance of icebreakers, audience connection, and storytelling. He discusses the structure of effective presentations, customization for different audiences, and practical advice for aspiring speakers.
As International Womens History Month comes to a close, it’s a fitting moment to celebrate the powerful intersection of women in leadership and customer success. Gainsight recently launched Season 2 of our Women in Customer Success Power Up Masterclasses in partnership with Women in Customer Success. The latest session, Revenue-Driven CS: Proving ROI & Driving Executive Alignment , featured our very own Chief Revenue Officer, Marilee Bear, who sat down with Marija Skobe-Pilley, Founder
Can introverts provide excellent customer service? When we think of great customer service, the stereotype can be of an outgoing, charismatic employee. If that is true, does that mean people who are shy or introverted should not be as good at customer service? This is an important question since it is reported that nearly 50%. Read Full Article The post Can Introverts Provide Excellent Customer Service?
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.
What Is Customer Retention and Why Does It Matter? Customer retention might sound like fancy business jargon, but really, it’s just the art of keeping your customers happy enough that they stick around. Think about your favorite coffee shop. Maybe they offer you a punch card where you earn a free coffee after ten purchases. Thats customer retention at workusing incentives and positive experiences to keep you coming back.
Everything Speaks: Do You have Negative Cues? Build your companys Customer experience as if no Customer has bad intentions. One of the biggest contributors to the Customer service crisis is managements paranoia that Customers are out to take advantage of them. This leads to a significant amount of time that companies spend on creating and. Read Full Article The post Everything Speaks: Do You Have Negative Cues?
Too often in support, more time is spent diagnosing an issue than resolving it and thats a problem. In this episode, Maxime Manseau , VP of Support at Birdie , joins Intercom’s Senior Director of Human Support Bobby Stapleton to explore the hidden costs of misdiagnosis in customer support: longer resolution times, frustrated customers, and burned-out agents.
Too often in support, more time is spent diagnosing an issue than resolving it and thats a problem. In this episode, Maxime Manseau , VP of Support at Birdie , joins Intercom’s Senior Director of Human Support Bobby Stapleton to explore the hidden costs of misdiagnosis in customer support: longer resolution times, frustrated customers, and burned-out agents.
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