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I can remember it well. I was in charge of a contact center a few jobs ago and we were having our second outage in as many days. After service had been restored, I got a call from a customer. It just so happened to be from a customer to whom I had issued a service credit just a day earlier in hopes of restoring his confidence in our company. Hearing of his disappointment for the second day in a row, I fumbled around in my managerial bag of tricks for the right words to say along with the appropr
This week, we feature an article by David Meerman Scott adapted from the new 8th edition of The New Rules of Marketing and PR to be released on May 3, 2022. He shares how organizations can use data and AI-powered tools to benefit customers. As I write this, I’m using web-based artificial intelligence (AI) transcription software called Otter to help me turn recorded audio interviews into a text transcription.
The Top 10 Customer Service Stories for 2021 This year’s Top 10 Customer Service Stories for 2021 is kind of special for us, as it represents a rebound from the previous year where positive stories were few and far between. The Bad News The bad news is that 2021 picked up where 2020 left off […]. Shaun Belding | www.beldingtraining.com. Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog.
Detecting emotions is hard. It is hard for machines because it is hard for humans. Read this blog to learn why it is so hard and why the CallMiner platform is one of the leaders in the space.
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.
This is a guest post from Ed Whitehead, the Managing Director EMEA for Signifyd. A path to purchase is the journey that a customer will make […]. The post Unlocking a consistent path to purchase in the wake of SCA first appeared on Adrian Swinscoe.
For fast-growing and enterprise organizations, the ability to personalize customer communication in a way that’s scalable is business critical. We know that customer expectations are higher than they’ve ever been , so the experiences you create for them are ultimately going to be what wins or loses their attention – and what moves the needle for your business.
QUI QUOTE: Nobody raves about a company that meets customer expectations. When you are working in customer service, you have been happy that your customers leave satisfied. You have sold them a product or service that meets their wants or needs. Or you solved their problem for them. You were happy because, in the end, you met their expectations and they were satisfied.
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QUI QUOTE: Nobody raves about a company that meets customer expectations. When you are working in customer service, you have been happy that your customers leave satisfied. You have sold them a product or service that meets their wants or needs. Or you solved their problem for them. You were happy because, in the end, you met their expectations and they were satisfied.
I recently had to contact technical support. My external hard drive was failing, and I wanted to recover the files. The rep clearly had to follow a script. Unfortunately, none of his scripted troubleshooting steps fixed the issue. Then, it got awkward. He told me that he was willing to "delight me" by offering free access to the company's file recovery software.
Being exposed to negative word-of-mouth or having clients leave due to unpleasant interactions are experiences no business would want to lose control over. . But how do you prevent situations like that from getting out of hand? By keeping track of customer satisfaction throughout the customer journey to see when you need to address complaints and implement feedback to keep them satisfied. .
Contact centers are critical for customer experience, retention and acquisition strategies. But building and maintaining your own is a huge investment. Read this blog to learn the benefits of CCaaS.
At the end of Feb 2022, Accenture released a new research report called: End-to-Endless Customer Service. The research surveyed 2,030 service leaders, 13,327 B2C customers and […]. The post Why CMOs should invest in their customer service teams first appeared on Adrian Swinscoe.
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.
Designers at Intercom work in cross-functional teams that strive to consistently ship great products. We design simple systems that solve complex problems for our customers. That doesn’t mean we don’t obsess over user interfaces; it means spending time on the right things. Our strength lies in knowing when we should follow standard best practices for design and when we need to innovate and create something new.
A lot of companies get customer segmentation wrong. Or they got it right, but they did it seven years ago. The fact is that if you have customer segments that were constructed before February 2020, you probably need to do it again. Things have changed dramatically over the past couple of years, and the customer behavior shared by your customer segments is one of them.
I once delivered the same customer service workshop over 200 times in a two-year period. Thousands of employees attended. Over time, I learned I could split the classes into three distinct groups: Motivated: Enthusiastic employees who were eager to learn. Neutral: Employees who willing to go along, but weren't fully engaged. Hostile: Upset employees who used the class to air their grievances.
The Top 10 Customer Service Stories for 2021 2021 picked up where 2020 left off in terms of being a tough year. The impact on customer service was no different If you are looking to improve your customer service for 2020, you needn’t look any further than these 10 fantastic customer service stories from 2019 […]. Shaun Belding | www.beldingtraining.com.
Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.
Improving service level in your call center means aligning your technology and actions with your objectives. Read this blog to understand where you currently stand, what's needed to improve and more.
This is a guest post by Robert Kelsey, bestselling author of Writing Well for Work and Pleasure offers hope for those fearing the new “thought leadership” […]. The post Writing well: the new old-fashioned way to make an impact first appeared on Adrian Swinscoe.
I am delighted to share that our senior leadership team here at Intercom continues to grow. Today, I’d like to welcome three experienced new senior leaders, starting with L. David Kingsley, who has joined Intercom as our first Chief People Officer. As Chief People Officer, David will lead the company’s global People organization, including talent acquisition, onboarding, learning and development, HR business partners, total rewards, diversity, equity and inclusion, and real estate & workplac
When it comes to creating winning customer experiences, consistency is key. Your customers should experience the same level of quality from your company at each stage of their journey and from each department in your organization. However, you can’t provide valuable and consistent experiences with disconnected systems and siloed teams. You need a shared space that allows for visual collaboration across departments so everyone can stay up-to-date and on the same page.
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
It's hard to build customer service skills when you can't practice. Perhaps you're a student, in-between jobs, or transitioning into a new career. Whatever the situation, you want to practice the essential customer service skills that will help you succeed in your new job. Fortunately, there's a way to do it, even if you aren’t currently serving customers.
The companies that don’t invest in CX have leaders who don’t understand the financial impact it can have. A customer satisfaction survey (which can include a biased sample of survey responses) or a customer loyalty program will not provide enough insight into this key metric. Rather than methods that can result in skewed “vanity statistics,” executives and.
All statisticians use Bayes’s theorem, even frequentists. What makes you a Bayesian is in how you interpret it. The CallMiner Research Lab breaks it down in this new blog.
This is a guest post from Julie Mcintosh, Chief Culture Officer at Kura, the largest independent outsourcer in the UK. Employee mental health is in the […]. The post Expert tips on looking after the mental health of your contact centre employees first appeared on Adrian Swinscoe.
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.
Organizations only pay lip service to CX, and now, we have the numbers to prove it. From Zendesk’s The Trends Report 2022 , you can see a clear dichotomy between what people say they will do and what they will actually do regarding CX. You should read the whole report, but for starters, here are some stats I was surprised to learn (or maybe not surprised as much as interested to see it in print): 73% of business leaders reported a direct link between customer service and business performan
SpaceX and Starlink. I want to illustrate the higher purpose of Elon Musk’s Starlink company – probably my top favourite visit in this tour – with a story about their custom-made devices for Ukraine. Walking around in the Starlink factory, we could see that the packages were separated into two piles: one for Ukraine and another for all the other countries.
Note: Lessons from The Overlook was a periodic update on lessons learned from owning a vacation rental property in the Southern California mountain town of Idyllwild. It was a hands-on opportunity to apply some of the techniques I advise my clients to use. This will likely be the last one. You can find past updates here. Here's the short version: Sally and I sold The Overlook.
“Find a job you love, and you’ll never work a day in your life.” . This line has been credited to Confucius, Mark Twain, Mark Anthony and others. Anyone who finds what they love to do at work, either through a passion, hobby, interest, a random job they end up loving, or some defining moment is lucky. That makes me one of the lucky ones. Just out of college I started my career as a customer service expert.
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 lifetime value (CLV) is a great way to track your customers' overall perception of your brand. Read this blog learn what it is, why it's used and how to make the most of this valuable metric.
Today’s interview is with Vasili Triant, Chief Operating Officer of UJET, the world’s first and only cloud contact center platform for smartphone era CX. Vasili joins […]. The post Busting some CCaaS and CX technology myths – Interview with Vasili Triant of UJET first appeared on Adrian Swinscoe.
The idea behind the funnel is quite simple – marketers craft campaigns to capture potential customers’ attention and slowly nurture them until they are ready to be handed off to the sales team, which guides them through the purchasing stage until they become paying customers and, hopefully, loyal advocates. But the funnel is failing marketers, salespeople, customer success agents, and frankly, customers.
For those of you who’re still pretty new to Web3, first a very short tutorial on what it is: web1: read. web2: read + write. web3: read + write + own. Web1, the first – read-only – version of the internet, consisted of simple, static websites with limited functionality or interaction. In the next phase, that of Web2, the web became participatory.
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.
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