Inside Customer Service

SEPTEMBER 14, 2023

A customer walked into Nordstrom with two tires and asked for a refund. Nordstrom doesn't sell tires, so the customer clearly didn't buy the tires from that store. Yet the associate gave the customer a refund anyway. The story became a legend. You need legendary stories of your own if you want to deliver legendary customer service. This guide will show you three things: What makes a great customer service story.

Start-ups 222

Start-ups Customer Service Customer Survey Customer Feedback 222

Hodusoft

SEPTEMBER 14, 2023

Best Practices for Onboarding New Tenants to the ISP Network As an Internet Service Provider (ISP) you know it’s not easy to acquire tenants (clients or subscribers who rent or lease Internet services from you). Especially in the last few years, due to various factors such as cutthroat competition, changing customer behavior, rapidly transforming digital landscape, and more.

Start-ups 98

Start-ups Education Invoicing Customer Satisfaction 98

Fonolo

SEPTEMBER 14, 2023

Executives and managers know that contact center goal-setting helps usher in progress and bring about positive change. Why? In a busy customer service department, having an agreed-upon set of milestones helps you cross the finish line because it clarifies decision-making, keeps morale up, and can even reduce agent turnover. Using the S.M.A.R.T strategy in goal-setting is key: it provides direction and helps focus your team’s time and energy.

Contact Center 91

Contact Center Customer Satisfaction Construction Social Media 91

Beyond Philosophy

SEPTEMBER 14, 2023

Are you ready for AI? Some firms are. To be counted among them requires preparation. Author, speaker, consultant, and The Agile Brand podcast host Greg Kihlstrom , ( www.gregkihlstrom.com ) Principal Chief Strategies for GK5A, joined us on a recent podcast to discuss what it takes to be prepared to implement AI and improve your customer experience. Since I thought many of you were facing the same projects, this newsletter issue will explore what he said.

AI 88

AI Predictive Analytics Customer Acquisition Technology 88

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 Satisfaction

The Customer Service Blog

SEPTEMBER 14, 2023

Although I live in Yorkshire, I’m a regular visitor to London, both for business and pleasure. One of my favourite eating places in London is an Italian pizza café close to the university where I did my Masters degree in Marketing and Innovation many years ago. This particular restaurant has very reasonable prices (and delicious pizzas) but one thing that really annoys me about the place is that they charge 40 pence for a little plastic pot of condiments.

Customer Loyalty 79

Customer Loyalty Social Media Customer Retention Start-ups 79

Customer Think

SEPTEMBER 14, 2023

The probability of gain results in trust, while the probability of failure results in distrust. But between the two lies an element of uncertainty; something that every eCommerce customer experiences when placing online orders. This presents eCommerce websites with a very lucrative opportunity.

Customer Experience 78

Customer Experience Technology Technology 78

Customer Think

SEPTEMBER 14, 2023

When advising those who manage their customer advisory board (CAB) programs, we’re sometimes asked about the need to interview CAB members in advance of an upcoming meeting.

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Zonka Feedback

SEPTEMBER 14, 2023

Cloudcherry, now known as Cisco Webex Experience Management, is a well-known name in the realm of customer experience management, specially designed for enterprises.

Customer Experience Management 59

Customer Experience Management Customer Experience 59

Customer Think

SEPTEMBER 14, 2023

The allure of artificial intelligence (AI) in streamlining and personalizing the customer journey is well-recognized among business leaders. However, the enthusiasm to embrace this technology is only the beginning, and the real challenge emerges in utilizing AI to enhance customer interactions.

Predictive Analytics 60

Predictive Analytics Artificial Intelligence AI CX 60

Zendesk

SEPTEMBER 14, 2023

Every customer service conversation should lead to a resolution. That’s why many customers still prefer calling customer support, rather than engaging on digital channels, like messaging or email. As digital channels continue to grow in popularity and AI bots become table stakes, many media outlets report that having a real person to talk to on the other end of the line can actually help restore customer trust.

Customer Service 52

Customer Service AI 52

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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.

VOC

Customer Think

SEPTEMBER 14, 2023

Now armed with knowledge on effective leadership skills training for call center supervisors, you are well-equipped to create a highly skilled supervisory team that drives success in your call center. Invest in your supervisors' growth today and reap the rewards of a motivated workforce delivering exceptional customer experiences! The post Leadership Skills for Call Center Supervisors: Training and Development Guide appeared first on Call Center Leadership Training.

Customer Experience 59

Customer Experience Contact Center 59

SurveySensum

SEPTEMBER 14, 2023

Have you ever wondered how you can enhance user onboarding and improve your product not just to meet customers’ expectations but to exceed them? With IN-APP SURVEYS. W hat are In-App Surveys? In-app surveys are short surveys that are launched inside the app and help you gather customer feedback at relevant touchpoints. These smart pop-up surveys engage with the users while they’re actively using your app or website, seeking their feedback or ratings – leading to high response rates.

Social Media 52

Social Media Start-ups Sentiment Analysis Actionable Insights 52

Customer Think

SEPTEMBER 14, 2023

In today’s fast-paced digital world, customer support plays a pivotal role in shaping the overall customer experience. Gone are the days when customers had to wait in a never-ending queues or endure long hours on hold to get their queries resolved.

Technology 58

Technology Technology Customer Experience Contact Center 58

Hodusoft

SEPTEMBER 14, 2023

HoduCC's Predictive Dialer Earns Prestigious Gartner Badges In today’s highly competitive contact center software solutions industry, standing out from others can be very challenging. Since the technology in the contact center industry is continually evolving, companies in this sector must keep pace with the latest trends and innovations to stay competitive.

Contact Center 52

Contact Center Customer Satisfaction Innovation Omnichannel 52

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.

AI

Customer Think

SEPTEMBER 14, 2023

This article first appeared in the September edition of Top Sales Magazine … The ability to ask the right questions, in the right way, at the right time, has always been one of those critical sales skills that separate the best salespeople from the rest. In a SPIN?

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Sales 52

The Squawk Point

SEPTEMBER 14, 2023

Blame Culture, Isolate the Problem, Not the Person At the Portuguese Grand Prix in 1991 , Formula One racing provided a textbook example of why organisations should avoid a blame culture. Nigel Mansell, driving for the Williams-Renault team, was in first place as he pulled in for a pit stop. What should have been a slick sub-eight-second refuel and tyre change became a farce.

Start-ups 40

Start-ups 40

Customer Think

SEPTEMBER 14, 2023

Famed guitarist Les Paul was frustrated. The board of directors at Gibson Guitars again rejected his idea for a new concept. It was 1941 and he had just shown them his new prototype for a solid body guitar he made himself. They showed no interest in pursuing it.

CX 49

CX Innovation Customer Experience 49

MyCustomer Experience

SEPTEMBER 14, 2023

Are you ready for AI? Some firms are. To be counted among them requires preparation. Author, speaker, consultant, and The Agile Brand.

AI 40

AI 40

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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

AI

Customer Think

SEPTEMBER 14, 2023

(This month’s Research Round-Up features a research-based white paper by Winterberry Group that addresses the current state and future direction of B2B marketing and a wide-ranging research report by Livestorm, mention, and Jotform that is based on a global survey of marketers.

B2B 49

B2B Outlook 49

SugarCRM

SEPTEMBER 14, 2023

In its simplest definition, nurture marketing is a communication strategy designed to place content in front of prospective buyers at various points in a customer’s journey. Nurture marketing involves regularly reaching out to leads and your customer base by presenting important information before they ask for it. Successful nurture marketers provide customers with a forum for feedback, listen to their needs, and customize services to fit those needs.

Sales 26

Sales Artificial Intelligence Education Customer Retention 26

Customer Think

SEPTEMBER 14, 2023

Have you ever considered owning an equipment rental business? If you’re someone who enjoys entrepreneurship and has a knack for managing equipment, starting an equipment rental business can be a lucrative venture. With the right strategy and planning, you can establish a thriving business while being your own boss.

Technology 45

Technology Technology 45

Customer Think

SEPTEMBER 14, 2023

In the shifting landscape of commerce, where competition is fierce and buyers are more discerning than ever, the art of sales is undergoing an irrevocable transformation.

Artificial Intelligence 40

Artificial Intelligence Sales AI Technology 40

Speaker: Evelyn Chou

Choosing the right business intelligence (BI) platform can feel like navigating a maze of features, promises, and technical jargon. With so many options available, how can you ensure you’re making the right decision for your organization’s unique needs? 🤔 This webinar brings together expert insights to break down the complexities of BI solution vetting.

Technology

Customer Think

SEPTEMBER 14, 2023

In today’s rapidly evolving tech landscape, you don’t need to be a seasoned coder to create impactful solutions. Enter the world of citizen development, where individuals with no formal coding background can craft powerful applications. Step-by-step guide to become Citizen Developer Here’s your roadmap to becoming a proficient citizen developer: 1.

Technology 40

Technology Technology 40

Customer Think

SEPTEMBER 14, 2023

In the bustling global marketplace, brands function as fluid entities, continuously adapting to an array of shifting societal trends and technological advancements. A pressing dilemma many businesses encounter is the choice between evolving with time or remaining true to its original brand identity.

Technology 40

Technology Technology Omnichannel Innovation 40

Customer Think

SEPTEMBER 14, 2023

New guided workflows quickly lead teams to the strategic intelligence required to align, act, and build competitive advantage

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