Shep Hyken
AUGUST 17, 2022
Then I read Jan Carlzon’s book, Moments of Truth, many years ago. It was one of the most powerful customer service and experience books at the time, and the content aligned perfectly with my idea of creating Moments of Magic for our customers. Carlzon’s definition of the Moment of Truth was: . Anytime a customer comes into contact with a business, however remote, they have an opportunity to form an impression. .
Callminer
AUGUST 15, 2022
VoC insight is crucial for organizations to increase growth rates and achieve business milestones. Read on to learn four methodologies for measuring omnichannel customer experiences.
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Shaun Belding
AUGUST 4, 2022
We know that it is the critical opportunity to reinforce to customers that they made a good decision in doing business with us. Why on earth would we want to create barriers to those outcomes? Shaun Belding | www.beldingtraining.com. Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog.
Totango
AUGUST 16, 2022
Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn. Customer retention software automates best practices for maintaining clients, helping you deliver successful outcomes that inspire subscription renewals and repeat business.
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Artificial intelligence (AI) adoption has risen dramatically in the customer service industry over the last few years. But many contact centers have yet to implement AI. In this eBook, we give an introduction to how customer service leaders are using AI to improve their customer experience.
Adrian Swinscoe
AUGUST 29, 2022
On July 27th, Google announced via a blog that it was delaying the removal of third-party cookies in Chrome through into the latter part of 2024. […]. The post Nearly half of CMOs are not ready for a cookieless future first appeared on Adrian Swinscoe.
Intercom, Inc.
AUGUST 3, 2022
Our products and platform have come a long way since Intercom was founded 11 years ago, and while our innovation is absolutely something to be proud of, we’re especially proud of the company culture we’ve built in tandem. We’ve never strayed from our vision, and we’ve stuck to our values – that’s allowed us to attract incredibly talented, innovative people with different, invaluable perspectives, to achieve our mission of making internet business personal. “ 92% of our employees said they would
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Callminer
AUGUST 10, 2022
In the modern healthcare industry, quality patient experiences are more important than ever. Continue reading to discover 101 statistics on patient experience, satisfaction, billing, and more.
Beyond Philosophy
AUGUST 25, 2022
On the Apple phone the other day, it suggested widgets to me of apps I might want to use. The phone notices that I want to use the apps at a particular time of day, so it pushes them to me proactively. Providing proactive experiences is part of the future I see for Customer Experience , a side effect of Customer Science. For those who read this newsletter, you know that Customer Science is where we have a convergence of artificial intelligence (AI), data, and behavioral sciences.
Totango
AUGUST 23, 2022
B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. By charting the points in your SaaS customers’ journeys, you can plan how to deliver clients’ desired outcomes and satisfying experiences that promote subscription renewals and higher revenue.
Adrian Swinscoe
AUGUST 19, 2022
Eng Tan and Daniel Rodriguez, the CEO and CMO of Simplr, respectively, have a theory. In their 2021 book: Experience is Everything, they say that customer neglect is on the […]. The post Customer neglect is real and needs to be managed, as do customer expectations first appeared on Adrian Swinscoe.
Speaker: Becky Parisotto and John Vurdelja
Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever
Intercom, Inc.
AUGUST 9, 2022
We’re delighted to share that Intercom has been named to the Forbes Cloud 100 2022 , landing at #35 on the definitive ranking of the top 100 private cloud companies in the world. This is the sixth year in a row we’ve been included on the list, demonstrating ongoing innovation and excellence. And it’s really just the start – we are working hard to deliver more and more breakthrough value for our customers by continuing to create new, different, and better ways for companies to connect with their
Inside Customer Service
AUGUST 11, 2022
Sustainability is all the rage. Consumers increasingly want it. Companies everywhere promote it. Governments demand it with new laws mandating sustainable practices. The big trick is adopting sustainable practices without negatively impacting the customer experience. People want to save the planet, but they don't want to be inconvenienced. Single-use grocery bags and coffee cups are an example.
Callminer
AUGUST 22, 2022
With the introduction of the FCA's new Customer Duty requirements, brands must take an active stance toward assisting and protecting financially vulnerable customers.
Beyond Philosophy
AUGUST 4, 2022
Artificial Intelligence (AI) is such a promising technology. It’s so exciting that I worry a little that people treat it like magic. However, it could be that magic is the wrong word. Instead, it could be the same old human biases coming out in ones and zeroes but given a new authority it might not have earned. We discussed this on a recent podcast with our guest, Broderick Turner, Ph.D., Assistant Professor of Marketing at Virginia Tech.
Speaker: Carolyn Clark and Miriam Connaughton
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.
Shep Hyken
AUGUST 24, 2022
Think of the brands or companies you enjoy doing business with the most. What is it that makes you want to come back? Here are a few possible reasons: . The product does what it is supposed to do. . They have great customer service. . They provide a great overall customer experience. . You like the employees. . The salesperson is knowledgeable and helpful. .
Adrian Swinscoe
AUGUST 10, 2022
“Can you please come up with a solution to the daily frustrations we have just trying to work together and serve customers?” This is a common […]. The post An end to customer support frustrations? Meet NextivaONE first appeared on Adrian Swinscoe.
Intercom, Inc.
AUGUST 18, 2022
When you reach senior level on an engineering track, you’re expected to be optimal in your hard skill set. You’re autonomous, your code is immaculate, and you have a deep understanding of building and shipping software. But going into staff plus roles is another beast entirely. There’s project management, mentorship and teaching, decision-making, relationship-building, and the value you bring to the company is no longer measured by the quality of the lines of your code but rather by driving the
Conversation Agent
AUGUST 1, 2022
I was reading an article about a study by Minneapolis agency SuperHuman about marketing and women above 40. How brands get it wrong. It was 2017, I forgot where they published about it. But I remember I seemed to agree 300 percent with the gap they observed between what women want and look for and marketing messages. Companies still get it wrong. For this reason, I've been shopping (almost) exclusively in Italy for years.
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
Callminer
AUGUST 31, 2022
Leveraging VoC is an essential step in boosting customer satisfaction. Read on for our outline of a modern VoC program and tips for putting customer insights to use.
Beyond Philosophy
AUGUST 18, 2022
In the book, Quiet: The Power of Introverts in a World That Can’t Stop Talking , Susan Cain makes the case that the world values extroverts but that introverts also have strengths that people should not overlook. Furthermore, Cain thinks introverted personalities also have much to offer the world. Today, we discuss personality and try to correct imbalances placed on one type of personality over another.
Shep Hyken
AUGUST 3, 2022
No employee should be treated poorly by customers. . I feel bad for the people who work at the airport luggage office. The office is usually next to the baggage carousel, and the airline employees who work there interact with one passenger after another, all with the same complaint: My luggage is lost! . Nobody ever goes into that office to say, “Thank you, my luggage is here.
Adrian Swinscoe
AUGUST 2, 2022
This is a guest post from the folks over at ActiveOps. June 2022 saw the launch of the four-day working week pilot in the UK, in which 3,000 […]. The post How insights transform operational decisions ensuring the success of the four-day week first appeared on Adrian Swinscoe.
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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.
Intercom, Inc.
AUGUST 3, 2022
Increased response rates, efficiency, and personalization: Welcome to July’s edition of Built for you. In July, newly released research from Harvard Business Review Analytic Service, sponsored by Intercom, revealed what we’ve all been thinking – customer engagement is the key to retention and loyalty. At Intercom, we’re obsessed with our customers’ success, and we’re busy building key features to help you take your customer engagement offering to the next level.
The DiJulius Group
AUGUST 29, 2022
After years of customer service consulting, i.e., partnering with clients to help improve their customer experience and internal culture, I have recognized that there are certain qualities one must possess to be a great CX project lead and reap the rewards. On the contrary, if one doesn’t possess these characteristics, there will be struggle resulting.
Callminer
AUGUST 29, 2022
Effective call management is an essential step in boosting contact center efficiency. Read on for three best practices to optimize your call management strategy.
Beyond Philosophy
AUGUST 11, 2022
I posted on LinkedIn recently that the world is going mad (or crazy, depending on which side of the pond you read this). I did it to see if I was becoming a grumpy old man or if others had noticed this too. It turns out I am not alone in my assessment. Many of my followers weighed in with their own experiences that tell a truth that is hard to swallow, the world has changed for good, but it’s not good for customers.
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.
Conversation Agent
AUGUST 23, 2022
Genuine two-way communication is not just dissemination. Information doesn't equal indoctrination. There's a line between getting attention and agitprop. Providing proof or evidence is not the same as the truth. Truth is a conclusion the other person gets to make. These were some of the principles I discussed in a conversation at Web 2.0 On November 19, 2009.
Adrian Swinscoe
AUGUST 14, 2022
Today’s interview is with Ari Weinzweig, the CEO and co-founding partner of Zingerman’s Community of Businesses, a gourmet food business group headquartered in Ann Arbor, Michigan, […]. The post Lack of a clear vision leads to higgledy-piggledy services and experiences – Interview with Ari Weinzweig of Zingermans first appeared on Adrian Swinscoe.
Intercom, Inc.
AUGUST 24, 2022
We’re excited to announce that registration is now open for New at Intercom , our virtual fall product launch event which takes place on October 12th, 2022 at 8am PT/4pm BST. Our product and engineering teams have been busy building incredible features that will multiply the value Intercom brings to your business, and we can’t wait to introduce you to the latest and greatest innovations.
The DiJulius Group
AUGUST 8, 2022
The Journey to Insatiable Curiosity About Controversial Issues When I was younger, I only wanted to spend time socially with people having the same common interests as I had, customer service and baseball. Not very broad. I wasn’t trying to avoid difficult topics, per se. I just hated the thought of spending even a few. Read Full Article. The post The Best Ted Lasso Clip / The Power of Insatiable Curiosity / How to Have a Good Conversation on Divisive Topics appeared first on The DiJulius
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51% of contact center leaders have already integrated AI into customer interactions. Those leveraging AI for conversation analysis are seeing faster resolution times, improved customer satisfaction, and reduced agent burnout. Ready to learn more about how AI is transforming the contact center landscape? Download our full report to discover key trends, implementation strategies, and the most critical KPIs for measuring AI success in contact centers.
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