Inside Customer Service
MAY 9, 2024
The feedback session was going poorly. A quality assurance analyst was reviewing a contact center agent's calls. The agent was upset about her quality score. The agent bristled at receiving zero points for friendliness. The analyst pointed out that the agent sounded disinterested. Irritated at times. There was no warmth in her approach. "Well, that's friendly for me," was the retort.
Retently
MAY 9, 2024
Boosting your B2B customer retention rates is incredibly important for nurturing a sustainable business. It’s a thrill to land a new customer, no doubt. But it’s a real bummer to see them drift away to a competitor – especially after all the effort you’ve put into winning them over. Many companies get caught in this cycle because they prioritize new customer acquisition so heavily that they overlook how many customers they’re losing along the way.
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Customer Think
MAY 9, 2024
There’s a universal truth the world over — bad experiences turn customers away. But the rate of churn after a disappointing encounter isn’t equal across the globe. Customers in some regions are less forgiving after a poor interaction.
Zonka Feedback
MAY 9, 2024
Ensuring a great patient care is essential for the success of any healthcare business. Healthcare surveys emerge as a potent tool in this pursuit. They not only assess patient health but also gather crucial feedback on their healthcare experiences. This feedback, in turn, enables you to personalize care plans, enhance patient outcomes, and forge stronger patient relationships.
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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
MAY 9, 2024
This article was first published in the May edition of Top Sales Magazine. You can subscribe by clicking the link at the bottom of this article. It’s a fairly basic principle that in order to be able to sell something, we need to know something about what we’re selling.
Beyond Philosophy
MAY 9, 2024
A Master Class: Unlocking The Psychology of Customer Experience Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: This issue is the first in an eight-part series to explore customer behavior and the psychology driving it. Each part will explore the various psychological aspects of Customer Experiences to clarify what they are and provide practical advice about using them.
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 Experience Matrix
MAY 9, 2024
Back in February, I mentioned that CDP Institute had published a Composable CDP Self-Assessment Tool that asks people what gaps they must fill to convert their current systems into the functional equivalent of a CDP. I recently checked how many responses we’ve received, and was disappointed that there were just fourteen. Obviously this isn’t enough to draw statistically meaningful conclusions, especially when you bear in mind that the audience of CDP Institute members can’t be considered represe
Customer Think
MAY 9, 2024
When companies plan how to design a customer service process they often go through a process called ‘customer journey mapping.’ This is where they map the entire journey that a customer goes on in their relationship with that brand.
SurveySensum
MAY 9, 2024
Quality healthcare depends on effective communication, as proven by staggering statistics. Over 70% of medical errors are caused by poor communication, costing billions annually. Studies show that patients who have a good relationship with their doctors are more likely to follow their treatment plans, improving health outcomes and satisfaction. The art of building patient trust is often lost in the noise of selling products and services.
Customer Think
MAY 9, 2024
As shelter-in-place orders rolled out across the globe, many companies were overwhelmed with customer phone calls. But many of those calls involve time-consuming, repetitive processes that could easily be automated.
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.
SugarCRM
MAY 9, 2024
Marketing and Sales heavily rely on each other to drive growth. Thus, it makes sense to cultivate a sense of collaboration and coordination between the two, given the competitive business landscape we are currently witnessing. But how can the two distinct departments better work in synergy? With the help of a robust CRM tool, Marketing and Sales can work better together, drive growth, and positively impact your business’s bottom line.
Customer Think
MAY 9, 2024
Photo 21051337 | Blue Ocean © Brett Critchley | Dreamstime.com I was thinking about the widely-read business book Blue Ocean Strategy, which was published 20 years ago, and the application of its central premise to purpose-driven work today.
Customer Think
MAY 9, 2024
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