Sat.Aug 12, 2023

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Critical Thinking: Where are you on this new customer time paradigm?

Beyond Philosophy

I get mad when people waste my time. It’s probably why I have such a beef with cable companies and organizations’ call centers that have long hold times. Wasting someone’s time is also a waste of an opportunity to deliver an excellent customer experience. The source of my ire is likely tied to time being our most precious resource by some estimations.

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Do You Have a Customer Off-Boarding Program?

Customer Think

In the last two weeks, I wrote about customer onboarding. But what about customer off-boarding? What is it? Why is it important? Is it for B2B customers only? What if it's not done or not done properly? Answers to that and more. The post Do You Have a Customer Off-Boarding Program? appeared first on CX Journey™.

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The Value-Based Customer Success Team

Customer Think

Companies with strategic customer success (CS) teams with proactive focus on expanding customer value grow much faster than companies with more traditional, reactive CS teams. Consider these studies on the revenue impact of strategic customer success: A study by Price Intelligently shows that net new revenue is 4x as expensive as upsell revenue, $1.13 vs.

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Enhancing Data-Driven Decision Making for Contact Center Leaders

Customer Think

In the fast-paced world of contact centers, making informed decisions is crucial for success. With the abundance of data available, leveraging it effectively can be a game-changer. Enhancing your data-driven decision-making skills is a must for contact center leaders. The interview with Oded Netzer, a Columbia Business School professor, and Amazon Scholar, author of [.

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Manual Call Reviews? There's a Better Way!

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

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Overcoming Concerns in AI Adoption: Building Trust and Ethical Practices

Customer Think

Adopting Artificial Intelligence (AI) presents tremendous potential for businesses and society. However, it raises legitimate concerns about ethics, trust, data security, workforce impact, and regulatory challenges. In this blog, we will delve into these top concerns surrounding AI adoption, provide practical examples for each concern, and outline strategies to overcome them.

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What’s the Difference: Design Thinking vs. Design Doing

Customer Think

You’re not ‘just’ a designer, you’re an architect. Architect? Yes, architect – not just design. But architect of what, exactly? Why, of Human Experiences, of course! Joe Pine in his seminal book Experience Economy referencing Commedia dell’arte describes the key operative word as orchestration – so maybe conductor?