The Belding Group
JUNE 16, 2022
"How do you create customer loyalty?" It's a question I'm frequently asked. It's a great question, the answer to which is most often ignored when organizations are developing their business strategy. Shaun Belding | www.shaunbelding.com.
Callminer
JUNE 1, 2022
Want to know more about AI’s role in conversation intelligence? This blog looks at four eras of AI and the impact they’ve made on customer-centric companies.
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Shaun Belding
JUNE 10, 2022
Last month we got not one, but three stories of truly WOW customer experiences. All three of them from a bank — the same bank. This, from my experience, is a customer service unicorn of the highest order. Shaun Belding | www.beldingtraining.com. Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog.
Adrian Swinscoe
JUNE 24, 2022
As we emerge from the pandemic into a geopolitical crisis that is fueling inflation and shortages worldwide, the economic and competitive environment will become increasingly challenging […]. The post Building a robust digital customer experience strategy in 3 steps first appeared on Adrian Swinscoe.
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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.
Intercom, Inc.
JUNE 7, 2022
The promise of live chat for sales teams is being able to connect faster with higher quality leads. But any target-focused sales professional will want to know: how well does live chat actually work? Live chat – especially when it’s part of a modern customer communications platform that helps you make the most of every engagement – is a powerful addition to your sales tech stack.
Inside Customer Service
JUNE 16, 2022
"I want them to be more proactive." The vice president was talking about his company's customer service team. His primary concern was customer retention. He worried that employees were too transactional and didn't work hard enough to retain customers. He shared a number of examples. Customer service reps didn't always see the big picture. They often failed to ask probing questions or use adequate listening skills.
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
JUNE 27, 2022
AI can play a vital role in the collections strategy. CallMiner’s Rick Britt, VP of AI, explore how at Credit Connects Online Collections Technology Think Tank on 7th July at 11:55am BST.
Shaun Belding
JUNE 27, 2022
This is what WOW experiences are all about. This fantastic story about the actions of Publix employee Gilnet Sainvil reaches to the very heart of creating loyalty. Shaun Belding | www.beldingtraining.com. Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog.
Adrian Swinscoe
JUNE 6, 2022
At the end of March, Olga Khazan writing in The Atlantic published an article that asked “Why People Are Acting So Weird.” The article describes how, […]. The post New research finds that customer service agents are abusing customers first appeared on Adrian Swinscoe.
Intercom, Inc.
JUNE 30, 2022
?. For years, people have been abusing surveys. From dull subject lines to the wrong questions, from sending out questionnaires after the fact to sending them way too often, there is a lot that organizations have gotten wrong about how to design a survey. Today’s guest is fighting to preserve the value of surveys in the face of all this misuse. Caroline Jarrett became interested in forms around 30 years ago while delivering optical character recognition systems to the UK Inland Revenue, which in
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.
Inside Customer Service
JUNE 23, 2022
My first customer service interaction didn't end well. I was sixteen and had been on the job for 15 minutes. An irritated customer approached and I said the wrong thing. He stormed out of the store. It was a terrible feeling to see a customer literally walk out the door. In that moment, I vowed to learn everything I could to prevent that from happening again.
The DiJulius Group
JUNE 14, 2022
Do you know how to recession-proof your business? I am probably one of the few business owners who actually likes a recession, in some cases, prefers it over a booming economy. I know that may sound crazy, but when you really consider the advantages and disadvantages of both a great and poor economy, a poor. Read Full Article. The post IT IS TIME TO RECESSION-PROOF YOUR BUSINESS appeared first on The DiJulius Group.
Callminer
JUNE 29, 2022
It's important for contact centers to meet customers where they are and on their preferred channels. Read this blog to learn more about omnichannel contact center solutions.
Steven Van Belleghem
JUNE 19, 2022
A heavy devaluation of NFTs. I’m sure you remember that former CEO of Twitter Jack Dorsey sold his first tweet about a year ago as an NFT and that Malaysia-based entrepreneur Sina Estavi bought it for no less than 2.9 million dollars. His plan was to sell it again at a massive profit: for 48 million dollars. Turned out that the market thought otherwise.
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.
Adrian Swinscoe
JUNE 30, 2022
Today’s interview is with Alfonso de la Nuez, the Co-CEO and Co-Founder of UserZoom, the pioneering UX Insights System. Alfonso joins me today to talk about […]. The post Design is not design without research – Interview with Alfonso de la Nuez of UserZoom first appeared on Adrian Swinscoe.
Intercom, Inc.
JUNE 22, 2022
Today we’re delighted to announce new next-generation bot capabilities that will boost the power of your bots so that your customers get the help they need, faster. Bots are transforming the way businesses support their customers. At Intercom, we’re striving to make our automation bots as powerful as possible, offering companies the fastest way to resolve queries in the face of ever-increasing inbound volume and customer expectations.
Inside Customer Service
JUNE 2, 2022
There's a good chance you and your colleagues have had a tortured conversation about customer service surveys. What type of survey is best? How many questions should it include? Are the scores all fair? That last one is a doozy. Executives worry whether a customer upset about a defective product will “unfairly” give the customer service team a low score on its post-transaction survey.
The DiJulius Group
JUNE 21, 2022
Many times, yes is the answer to a customer. Other times, rather than a flat-out no, the answer can offer an alternate version of what the customer needs or wants. I hate the word no. I truly do. I can’t believe how many people, in a vast number of companies, use it. It should be. Read Full Article. The post The Answer’s Yes / AGT’s Golden Buzzer Winner Presenting at the CSRev Conference appeared first on The DiJulius Group.
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
JUNE 16, 2022
After two years, we were back in person at the end of May for our fourth LISTEN UK user conference! Read this blog to learn more about the 2022 LISTEN Award winners and their achievements.
Shep Hyken
JUNE 22, 2022
Not long ago, I wrote about calling your customer or an employee “honey.” It generated dozens of comments. One of our subscribers made a good point.? . He agreed that the lesson is about being “socially correct,” but perhaps we should look beyond the name that is used and instead consider the intent of the person using it. He was saying that the server may have intended to create a warm and friendly atmosphere, and calling a person “honey” was her way of doing it.
Adrian Swinscoe
JUNE 20, 2022
Today’s interview is with Jimmy Hosang, Co-Founder and Chief Executive Officer at The Modular Analytics Company (TMAC), a rapidly expanding artificial intelligence and machine learning provider […]. The post The idea that scripts ruin customer experience is a dangerous one – Interview with Jimmy Hosang of TMAC first appeared on Adrian Swinscoe.
Intercom, Inc.
JUNE 22, 2022
Today, we’re excited to launch Intercom SMS – increase engagement and encourage action with two-way SMS that connects you to your customers anytime, anywhere. For businesses looking for a reliable, fast, and effective way to communicate with their customers, SMS is a no-brainer. With an open rate of 98% , you can almost guarantee that your most crucial messages will reach your customers – and not only that, 95% will read those messages within three minutes.
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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.
Inside Customer Service
JUNE 30, 2022
We've all had a mentor give us customer service advice. Some advice has withstood the test of time. My first boss stressed the importance of greeting every customer. A warm, friendly greeting sets the tone for a positive interaction. That advice still rings true today. Other advice hasn't aged so well. Like the old idea that companies should respond to customer emails within one business day.
The DiJulius Group
JUNE 28, 2022
How do companies outperform competitors and the stock market by significant margins, in any economy? By being customer experience leaders in their industries. Make no mistake about it, there is a direct correlation between love, loyalty and profitability. According to Bain & Co., companies achieving the highest Net Promotor Scores (NPS) in their industry consistently.
Callminer
JUNE 13, 2022
Delivering exceptional customer experience is critical. This blog shares 25 expert quotes, with a wealth of valuable insights from the CX professionals who are driving value for their organizations.
Steven Van Belleghem
JUNE 13, 2022
1. The short run: minding budgets. An increase in price. In difficult times, a lot of companies are looking for short term measures to keep their situation safe. These are often to their own advantage, but sadly also to the disadvantage of the customer most of the time. An obvious example would be raising the price of a product or service. In fact, in some industries, this is not a matter of choice, but of survival.
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.
Adrian Swinscoe
JUNE 15, 2022
This is a guest post from Ross Daniels, Chief Marketing Officer at Calabrio. The impact of the past few years has been wide-reaching and traumatic. Flexible […]. The post Workforce wellbeing – what does it really mean and why does it matter more than ever? first appeared on Adrian Swinscoe.
Intercom, Inc.
JUNE 16, 2022
?. For the past two years, we carried the spirit of Pride amidst a pandemic that swept through the world. We learned to work remotely and tried (and keep trying) to strike a healthy work-life balance and stay connected with our loved ones. We moved events and workshops online due to lockdowns and restrictions – holding learning sessions that covered topics such as the ABCs of LGBT and trans awareness – recorded the experiences and memories of our own LGBTQI+ community, and learned to
Inside Customer Service
JUNE 9, 2022
Several customer service professionals have recently requested advice on asking their boss for a raise. The timing is good. Unemployment is low, wages are rising, and companies are struggling to fill key customer service roles. Meanwhile, many customer service professionals still feel underpaid. I've successfully asked for a raise several times. The same techniques worked well in prosperous times and during a recession.
Shep Hyken
JUNE 29, 2022
If you had to have surgery, would you rather go to the most skilled surgeon or the nicest surgeon? . I was at a party the other night and someone I met shared his opinion of the difference between a good doctor and a great doctor. A good doctor makes you well. A great doctor makes you well and calls you the next day to see how you’re doing. . I thought about that all weekend.
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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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