eglobalis
JUNE 28, 2020
Customer Experience increase Adoption and Revenue and listen to customers. The post 6 Ways to Boost Customer Experience Design Adoption & Growth appeared first on Eglobalis.
CX Accelerator
JUNE 8, 2020
Author: Jeremy Watkin. Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%. That means you never hear from 70-80% of customers.
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Intercom, Inc.
JUNE 10, 2020
Let’s talk about that trickiest of subjects: Product Judgment. Also known as Product Intuition or Product Instinct or Product Taste, it is the idea that you can use your own judgment to (1) accurately predict what your customers need, want and value, and (2) design and ship the right solution for them. Here, I will tackle some of the common questions around it: Does it exist?
Callminer
JUNE 4, 2020
Customer satisfaction is your top priority. As you work toward boosting satisfaction while reducing average handle time, cost reductions will follow.
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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.
Beyond Philosophy
JUNE 25, 2020
Customer Memories are a fascinating subject. In many ways, they are what your Customer Experience is, at least from the customers’ perspective, which we also discussed on a recent podcast. They are certainly the most critical element of your customer loyalty. However, these are big ideas about memory, and the purpose of my newsletter today is not to wax philosophical about how incredible and impactful memories are.
Heart of the Customer
JUNE 4, 2020
A key outcome of our work at Heart of the Customer (HoC) – and the essence of CX as a discipline – is to create empathy. That’s how we help our clients better understand their customers. When empathy is high, organizations are more likely to serve their customers better. They invest in the right initiatives […]. The post Empathy. appeared first on Heart of the Customer.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
CX Accelerator
JUNE 8, 2020
Author: Jeremy Watkin. Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%. That means you never hear from 70-80% of customers.
Intercom, Inc.
JUNE 11, 2020
As we touched on in last week’s episode, the unjust killing of George Floyd has prompted many of us to look at our own relationship with perpetuating racial injustice and to look for ways we can participate in and reinforce racial equity. At Intercom, we have a lot of work to do in that regard but we feel that a small and organic way for us to start is by connecting the audience we’ve built for this podcast with voices that need to be heard but traditionally aren’t, particularly in t
Callminer
JUNE 24, 2020
Learn what makes customer analytics so powerful in providing actionable developmental insights to growing companies.
Beyond Philosophy
JUNE 11, 2020
We do a lot of waiting in our lives. We wait to get on a plane, for our drink at a coffee shop, and on the phone to talk to “the next available representative.” Sometimes we don’t mind waiting at all; sometimes we mind very much. Your customers likely wait in your experience, too, and that may or may not be creating negative feelings about your experience.
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.
Lumoa
JUNE 30, 2020
Acquisition and retention are of paramount importance if your business is to succeed. In this piece, find out three ways to juggle between the two seamlessly.
eglobalis
JUNE 12, 2020
Customer Experience, Customer Transformation, Change, Simplification and Innovation. Customer Success. The post A nice conversation with Engati Engage AI Customer Transformation, Change, Simplification & Real Innovation appeared first on Eglobalis.
Kerry Bodine
JUNE 1, 2020
This post celebrates Service Design Day and everyone who’s working to create our new normal. While walking across the Millennium Bridge in London a few years ago, I noticed a group of people standing around and looking down curiously at a man who was laying at their feet. My first thought was concern: Is this man alright? Is he sick? Does he need help?
Intercom, Inc.
JUNE 23, 2020
The internet is moving more businesses and people online, and driving a huge increase in inbound support volume. Meanwhile customer expectations are rising – they expect better experiences and immediate support resolutions. The internet is also driving an explosion in customer choice, allowing them to easily switch to businesses who provide better experiences.
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.
Callminer
JUNE 29, 2020
Top 10 tips for using an omnichannel strategy to meet your customers' high expectations for digital customer service across multiple platforms.
Beyond Philosophy
JUNE 4, 2020
In our last issue of Why Customers Buy, we discussed how doing things differently than your competition could be the most reliable path to success for your brand. Today, we are going to discuss in more detail why this works and what you can do to implement these surprising ideas that don’t make sense to encourage the success of your brand. Before we get into that, let me remind you that this issue is based on a conversation we had on our podcast recently with advertising legend Rory Sutherlan
Heart of the Customer
JUNE 11, 2020
Most survey programs provide information: “Our Net Promoter Score (NPS) is 25, up from 22, compared to our competitive benchmark of 30.” While those figures might be interesting, they don’t provide the context that is essential for prompting action. As Heart of the Customer has been conducting interviews with CX pros (more than 70 so far this year!
Fonolo
JUNE 30, 2020
So, you’re hiring a new call-center agent. The reality is, finding the perfect new hire can feel like a unicorn hunt. And even if you find them, they may not stick around; call centers are notorious for their high turnover. According to Avoxi , call center attrition rates hover around 33% on average. While these statistics may be sobering, don’t give in to the mindset that “any hire will do”.
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
Taylor Reach Group
JUNE 12, 2020
By Peg Ayers. “A person’s name is to that person the sweetest and most important sound in any language.”. – Dale Carnegie . Of the many skills required of me in more than 25 years of running large contact centers, one of the most critical has been the ability to remember employee names. When I left my position as Customer Service Director of a firm in Cheyenne, Wyoming, I received a number of letters of thanks including one, from Deb, that still inspires me.
Intercom, Inc.
JUNE 16, 2020
For nearly a century, companies held to the same principles for driving growth: deliver value to stakeholders and employees first, then to customers. Over the last 10 years, this thinking has come undone. Crowded markets mean companies can no longer assume they are the only, or best, choice. The rise of the subscription model challenges businesses to place equal emphasis on conversion and retention , or risk spending themselves into oblivion.
Callminer
JUNE 22, 2020
QA metrics refer to the data your company uses to measure performance. Interestingly, QA metrics can vary significantly by industry, since they reflect performance as defined by that industry.
Beyond Philosophy
JUNE 6, 2020
Have you ever picked a line at the store only to realize that you chose the longest, most slowly moving line? Have you ever waited forever to receive a shipment and then felt like they owed you an explanation for what could possibly take that long? Have you ever had such a great time laughing and talking in line with other people that you didn’t even notice how long you waited?
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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.
Navedas
JUNE 11, 2020
Businesses must evolve as the people who work them and those who buy from them evolve. Changes in CX and EX in customer service have to come at the speed of change in the world as a whole. The post Face the New Changes in CX and EX in Customer Service (Updated) appeared first on Navedas.
Fonolo
JUNE 9, 2020
Is your contact center providing the best customer experience possible? One of the most challenging aspects of running a contact center is managing your team. After all, these are the people who connect with dozens of your customers each day and support them with any issues or challenges they may have. For this reason, it’s crucial to arm them with the knowledge and skills required to succeed.
Taylor Reach Group
JUNE 9, 2020
by JD Fairweather. COVID-19 is making clear to US companies and other firms around the world the need for better cost management in the midst of uncertainty. These past few months, we’ve watched contact centers turn to backup plans C and D as work schedules were impacted by stay-at-home orders or their agents’ refusal to go in because of the pandemic.
Intercom, Inc.
JUNE 22, 2020
In-app messaging is a key component of a strong customer engagement strategy – one that reaches users at the right place, at the right time, and is consistent across platforms. With our recent launch of Mobile Carousels , we tapped into the possibility of creating and nurturing better customer relationships through mobile. Here, we take a deep dive on in-app messaging – defining exactly what it is and how to make it work best for your 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.
Callminer
JUNE 18, 2020
Employee departures can be tough to handle in the fast-paced environment of a call center. However, even in agent turnover , opportunities to improve your organization’s efficiency and profitability abound. Exit interviews allow lost talent to tell you what went wrong and what aspects of your call center’s operations could stand to be updated.
Beyond Philosophy
JUNE 20, 2020
General Show Notes: Have you ever driven a long way to a vacation, perhaps with kids in the backseat, and heard the whining query, “are we there yet?” Have you ever wanted to ask that question yourself? It turns out there are good reasons for that. It’s called the Return Trip Effect, and we discuss it on this episode of The Intuitive Customer.
Totango
JUNE 30, 2020
Communication during a crisis is about protecting your core asset, your customers. The digital transformation of business has shifted enterprise focus toward customer retention and the pursuit of long-term value. Challenges such as the ongoing COVID-19 pandemic only reinforce the importance of keeping the customers you have. Retaining those customers will require efficient, high-value communication between you and your customers.
C3Centricity
JUNE 8, 2020
The title of this week’s post might surprise you. After all, the hospitality industry should be highly customer centric, as it relies on satisfying its guests. However, it can learn a lot from consumer packaged goods (FMCG/CPG), as I shared with industry experts at a Faculty Day of one of the leading hospitality schools in Switzerland. Having spent most of my career in consumer goods, I was invited to share what the hospitality industry could learn from the industry.
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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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