TeamSupport
DECEMBER 8, 2023
In today’s customer-centric market, providing exceptional support is non-negotiable. According to research by Microsoft, 59% of consumers have higher expectations for customer service than they did the year prior. As customer expectations continue to rise, businesses must invest in robust customer support software to streamline interactions, enhance efficiency, and ultimately build lasting relationships.
Beyond Philosophy
DECEMBER 8, 2023
During a recent discussion with a valued client, I uncovered an interesting revelation. While they were delighted with their repeat business, which they attributed to customer loyalty , a closer look at the repeat business statistics painted a different picture. What I observed wasn’t a steadfast commitment from their customers; rather, it appeared to be inertia.
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Customer Think
DECEMBER 8, 2023
Concentrate on just 4 CX metrics and you’ll see greater progress in more than 20 growth metrics. Precedents for this approach include fitness, student performance, and most things in life. For example, in fitness, instead of miracle pills or constant weighing or Spanx®, it’s best to focus on calories eaten, calories burned, and mindset/stress management.
Fonolo
DECEMBER 8, 2023
Contact center trends move fast, which makes trend-spotting an invigorating sport for those who dare to participate! We’ve gazed into the crystal ball here at Fonolo, and we see fascinating changes coming down the pipe for the year ahead. There’s no denying that some of the changes impacting contact centers over the last four years continue to make waves – notably the enduring appetite for hybrid and remote work.
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
DECEMBER 8, 2023
Image by Gerd Altmann from Pixabay Nothing can derail a perfect day in the contact center like a public comment from a customer calling your company out for a feature or service that you lack or something you failed to do.
SurveySensum
DECEMBER 8, 2023
Do you know that 73% of consumers point to customer experience as an important factor in their purchasing decisions? So, it’s actually not just about the product itself; the overall customer experience plays a pivotal role in influencing their decision to return and make additional purchases. It should go beyond providing a transactional exchange and extend into creating a seamless, positive, and memorable interaction at every touchpoint.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
InteractionMetrics
DECEMBER 8, 2023
Amazon’s Jeff Bezos famously quipped, “If you make customers unhappy in the physical world, they might each tell six friends. If you make customers unhappy on the Internet, they can each tell 6,000.” Whether those numbers are exactly right is questionable, but the sentiment certainly underscores the importance of keeping your customers happy – which is precisely why you need to know how to get customer feedback.
Customer Think
DECEMBER 8, 2023
“You can’t manage what you can’t measure” is one of the most often-repeated maxims in the business world. What happens when the "number" becomes the goal?
Zendesk
DECEMBER 8, 2023
Electric.ai , an IT solution for small businesses, was founded in 2016. Today, Electric.ai has grown to 300 employees, and more than 1000 customers. CEO and founder Ryan Denehy joined us to discuss the importance of overcoming self-doubt, learning how to surrender, and making tough calls. Here are his three tips for other entrepreneurs. Overcome self-doubt by asking a simple question Self-doubt can creep in at any time.
Customer Think
DECEMBER 8, 2023
I came across a WSJ article this week titled Why Is Everyone So Unhappy at Work Right Now? The article mentioned the well-documented tension between the flexibility and independence enjoyed by those who work-from-home and the discontent felt by workers who have been forced to return to the office.
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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.
The DiJulius Group
DECEMBER 8, 2023
NAVIGATING THE GENERATIONAL SHIFT IN THE WORKPLACE Imagine a generation that’s larger than the Baby Boomers, more influential than Millennials, and set to shake things up in a big way. That’s Gen Z for you! Born into a digital world, they are tech-savvy, socially conscious, and fiercely independent. We are not just filling jobs; Read Full Article The post From Boomers to Zoomer appeared first on The DiJulius Group.
Customer Think
DECEMBER 8, 2023
In my youth, I wanted to be “all things to all people” or at least “most things to most people.” Slowly and sometimes painfully, my customer experience consulting career has taught me the importance of simplifying my focus. Rather than constantly adapting to the needs of every customer who contacts you, sustained success comes from… The post Customer Experience Excellence Hinges on Knowing Your Competencies appeared first on Joseph Michelli | The Michelli Experience.
Zendesk
DECEMBER 8, 2023
Few can deny the transformative power of AI, with customer experience (CX) set to see some of its biggest and most immediate impacts. Yet what that future actually looks like—and how soon we can expect it—is less certain. There’s always a gap between the development and adoption of new technologies, and AI is no different. How big that gap is depends on numerous factors and perhaps, most importantly, the readiness of teams.
Customer Think
DECEMBER 8, 2023
Your brand is the story you tell to engage and motivate people (prospects, customers, and employees) to believe in you, support you, and share the story. The story is formed by your advertising and is delivered through all your interactions – products, services, website, apps, policies, and your employees.
Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali
As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.
Customer Think
DECEMBER 8, 2023
Adaptability and customer-centricity are the cornerstones of a successful eCommerce strategy in today’s rapidly evolving digital landscape. Businesses that swiftly respond to changing customer preferences and market dynamics poise themselves for long-term success. The emergence of composable commerce has offered a solution that meets this requirement and revolutionizes how companies approach eCommerce.
Customer Think
DECEMBER 8, 2023
In the ever-changing landscape of business today, one factor remains timeless and invaluable: building customer trust and loyalty. Trust and loyalty are the cornerstones that sustain a business and drive customer retention, advocacy, and long-term profitability.
Customer Think
DECEMBER 8, 2023
In recent years, the medical equipment rental industry has experienced a significant surge in demand, presenting entrepreneurs with lucrative opportunities to establish and expand their businesses. This guide explores actionable strategies to grow a medical equipment rental business, focusing on aspects such as online presence, strategic planning, and leveraging advanced technologies.
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