Callminer
AUGUST 20, 2024
Read this blog to learn about the factors that drive outbound call center excellence: agent performance, metric tracking and analysis, and prioritization of customer experience.
Customer Think
AUGUST 20, 2024
In today’s world, customers don’t just want to be treated like everyone else—they want to feel special and valued. This has made personalization a big deal for businesses. It’s about making sure each customer gets a unique experience that matches their needs and preferences.
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Experience Investigators
AUGUST 20, 2024
Why does Customer Experience Training Matter? Customer Experience (CX) is commonly misunderstood as reactive customer service, support, or even just ‘being nice to customers.’ CX is much more than these, though. I like to define Customer Experience as: A mindset A strategy A business discipline Customer experience is more than one area, product, service, or person.
The DiJulius Group
AUGUST 20, 2024
*The following excerpt on developing leaders is from our new book, The Employee Experience Revolution: Increase Morale, Retain Your Workforce, and Drive Business Growth “When your company says you want your employees to be leaders, what that really means is that you want their emotional commitment to your vision. A leader’s emotional commitment is about.
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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.
Retently
AUGUST 20, 2024
As a Customer Success Manager, Net Promoter Score ® is the most important metric you have access to for retaining customers. As a Growth Hacker, it’s an even more valuable metric for fueling your business’ short and long-term growth. Pay close attention to the second term: long-term growth. Since NPS® measures the level of satisfaction and loyalty your customers have for your product, it’s the key difference between a hockey stick-style growth chart and temporary growth followed by a gradual dec
Customer Think
AUGUST 20, 2024
Social media is no joke. Every minute, someone cracks a chuckle, someone is offended, or someone gets mercilessly bullied. Amidst the chaos, a new and perhaps more dangerous term emerges — the cancel culture. This is a targeted process of removing esteem status from a person or brand based on things deemed “offensive.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Customer Think
AUGUST 20, 2024
In the outsourced call center world, we measure everything in terms of percentages: minutes and seconds, dollars and cents. Measuring deep into the trenches of the contact center is an absolute must. The math provides us with insights on how to improve the customer experience and gain greater value for the client.
C3Centricity
AUGUST 20, 2024
As we all know, customer satisfaction is no longer enough to secure brand loyalty – if it ever was! Companies must strive to go beyond mere satisfaction and aim to delight their customers. Customer delight refers to exceeding customer expectations to create a positive emotional reaction, leading to stronger loyalty and advocacy. This post explores the importance of measuring customer delight, its impact on brand loyalty, and practical methods to achieve and assess it.
Customer Think
AUGUST 20, 2024
The rapid rise of AI-powered search engines like Google’s Search Generative Experience (SGE), AI Overviews, SearchGPT, and Microsoft’s AI-enhanced Bing Copilot has sent shockwaves through the marketing world.
Zonka Feedback
AUGUST 20, 2024
Imagine this: A global financial firm rolls out a new software solution designed to streamline operations across multiple regions. The initial excitement is palpable, but within weeks, frustration sets in. The onboarding was clunky, support was inconsistent, and soon, what was supposed to be a game-changer becomes just another tool gathering digital dust.
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.
Customer Think
AUGUST 20, 2024
I originally wrote today’s post for Sprinklr. It appeared on their site on March 11, 2024. Think about your company operations for a minute. What do they revolve around? What’s the most important component at the heart of the business? Is it product? Sales? Customers? Employees? Profit? The brand?
RateMyService
AUGUST 20, 2024
Customer Experience x Data Privacya symbiotic relationship How can Customer Experience (CX) professionals navigate the delicate balance between creating outstanding experiences and respecting privacy? This article explores this crucial challenge, offering practical tips for building trust through transparency and datacontrol. With great power comes great (data) responsibility Picture this: Youve just delivered an outstanding experience to a new customer and youre eager to follow up.
Customer Think
AUGUST 20, 2024
Listen to the podcast: Organizations must constantly answer an interesting question: how much friction is good for their experience? It might seem like the answer will always be “none at all,” but it isn’t. Today, let’s talk about friction in Customer Experiences and when it is—and isn’t—bad.
Zonka Feedback
AUGUST 20, 2024
Imagine this scenario: A frustrated customer calls your support line, seeking help with an urgent issue. Your agent, well-trained and confident, not only resolves the problem but leaves the customer feeling valued and understood. The result? A satisfied customer, likely to return and even recommend your brand. Now, picture the opposite—an agent who struggles, exacerbating the customer’s frustration.
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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.
Customer Think
AUGUST 20, 2024
Steer's full-suite CRM platform to feature AutoOps' advanced online scheduling capabilities
Execs In The Know
AUGUST 20, 2024
Are you ready to not just learn about artificial intelligence (AI) but to put it into practice? If you’re a CX leader looking to harness the power of AI, our Foundations in AI for CX Certification Program on October 16-18, 2024, in Minneapolis, MN, is the opportunity you’ve been waiting for. This isn’t just another AI course—this is a hands-on, immersive experience designed to equip you with practical, actionable skills in AI for CX.
Customer Think
AUGUST 20, 2024
For all living memory, enterprise software has been the engine that powers modern business. The software is designed to automate processes, manage information, and support different enterprise functions. Nonetheless, the enterprise software landscape is changing significantly.
Gainsight
AUGUST 20, 2024
AI for customer success (CS), as well as AI for customer service, customer education, and customer relationship management (CRM) is evolving at a remarkable pace. This evolution is not just a tech upgrade; it’s a paradigm shift that promises to redefine interactions between Software-as-a-Service (SaaS) companies and their customers. According to a 2024 Forbes Advisor survey , a staggering 64% of respondents in SaaS believe AI will enhance customer relations and productivity.
Speaker: Becky Parisotto and John Vurdelja
Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever
Customer Think
AUGUST 20, 2024
Enhancements enable businesses to improve their customer experience
SurveySensum
AUGUST 20, 2024
Measuring NPS in credit unions helps identify how satisfied and loyal members are. By focusing on these scores, you can enhance the member experience—because the more satisfied members are, the more likely they are to recommend your services, which in turn boosts your NPS. But it’s not always easy. Many credit unions struggle with balancing the need to protect members’ trust and data while also gathering honest feedback.
Customer Think
AUGUST 20, 2024
Photo by fauxels on Pexels.com Creating a customer-centric culture isn’t just a buzzword—it’s a business imperative. But many leaders struggle to get there.
Help Scout
AUGUST 20, 2024
Learn how to organize and streamline your customer support with effective ticket tagging strategies, and discover common use cases and challenges.
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Artificial intelligence (AI) adoption has risen dramatically in the customer service industry over the last few years. But many contact centers have yet to implement AI. In this eBook, we give an introduction to how customer service leaders are using AI to improve their customer experience.
Customer Think
AUGUST 20, 2024
Change gets a bad rap. Confusion, time delays, resistance, goal resets. We keep trying new approaches to change management, but none of them seem to work. The reason? We’re not addressing the underlying, systemic issues that create and maintain them. Once we know and execute the steps to congruent change, the problems fall away.
Gainsight
AUGUST 20, 2024
AI for customer success (CS), as well as AI for customer service, customer education, and customer relationship management (CRM)—and virtually every area of business—is evolving at a remarkable pace. This evolution is not just a tech upgrade; it’s a paradigm shift that promises to redefine interactions between Software-as-a-Service (SaaS) companies and their customers.
Customer Think
AUGUST 20, 2024
Why Google’s Sudden Revival of the Cookie Doesn’t Matter Brands’ ability to deliver timely, personalized customer experiences matters more than ever. Brand marketers won’t find the high-quality customer data required to create these personalized experiences in third-party data collected by cookies.
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