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.
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.
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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.
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.
Speaker: Michael Veatch, Senior Director, Implementations & Ella Aguirre, Director of Solution Consulting
Embedding payments can be a transformative step for software companies looking to enhance their platform capabilities, boost customer satisfaction, and drive long-term growth. However, the success of payments hinges on a single thing: implementation. Drawing on real-world insights and experiences, payments implementation experts Michael Veatch and Ella Aguirre will explore actionable strategies that can lead to a transparent, friction-free launch and mitigate potential challenges like technical
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.
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
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
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
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.
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
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.
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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
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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