CSAT.AI
DECEMBER 14, 2022
In our article “Failing in Customer Service” clearly there are companies that put profit first. To heck with employees and customers. However, a customer first policy is not always best, even for the customer, when it is missing key components for success. Losing the Big Picture. Sometimes companies focus so directly on customer centricity that they actually fail the customer.
Callminer
DECEMBER 12, 2022
Companies today manage ever-increasing volumes of data. Read this blog for expert tips and best practices for getting started with real-time analytics tools.
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Adrian Swinscoe
DECEMBER 13, 2022
This is a guest post by Tom Gibby, the Co-Founder and CMO of The Bot Platform. The first step in asking is always the hardest. You […]. The post 9 ways to help get your budget approved first appeared on Adrian Swinscoe.
Customer Think
DECEMBER 11, 2022
Metaverse is an emerging technology developed by Meta that is going to revolutionalise the online gaming industry. The technology is still in the development phase and there is already a significant amount of hype around it. Metaverse technology enables users to access a simulation of the real world where users can connect, interact, shop, and […].
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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.
Fonolo
DECEMBER 15, 2022
Call center leaders are always looking for ways to take their operations to the next level. But the question is: what does that next level look like for your business? That all depends on the goals your contact center sets. Success will look different for every organization. It’s up to you to set those standards and provide the right support and motivation for your call center team to achieve them.
Callminer
DECEMBER 14, 2022
In order to keep valued customers as long as possible, organizations must identify when customers leave and why. This blog looks at the common mistakes made when measuring customer churn.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Customer Think
DECEMBER 12, 2022
Knowing the ROI of customer experience helps to fund CX projects and make intelligent investments in customer experience. But a deeper examination into the question about CX return on investment gets to the heart of what customer experience means for y.
Fonolo
DECEMBER 13, 2022
Call center leaders have their work cut out for them. From training new recruits to briefing executives and monitoring customer satisfaction levels, the days move fast. Sometimes, it’s hard to find the time to map out call center development goals. . Maybe you have an old action plan from last year that you loosely stick to, but it could use a revamp.
The DiJulius Group
DECEMBER 12, 2022
Now is the best time to create your Customer Experience theme for the new year, one that you can rally your entire organization around. Here are some excellent and actionable insights to kick off brainstorming for making 2023 your best year ever: 1. The Great Retention Great companies help people live amazing lives. Great. Read Full Article. The post 11 Potential Customer Experience Themes to Make 2023 Your Best Year Ever appeared first on The DiJulius Group.
SixteenVentures
DECEMBER 12, 2022
Prospective customers use Free Trials as an opportunity to see if your product is right for them before they buy. Customer Onboarding is the process a new customer goes through to get up and running with your product after they buy. If you confuse Free Trials and Customer Onboarding, you’ll try to engage prospects as if they’re already customers, resulting in poor engagement and lower conversion from free to paid.
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.
Customer Think
DECEMBER 11, 2022
Photo by Pexels, CC0 1.0 Customer satisfaction is the most crucial factor to run a successful business. Fostering long-term interpersonal relationships with customers should be the prime objective of your business. Even if your products are excellent and you are giving 100% effort but still seeing a dip in customer retention rate, then you must […].
Intercom, Inc.
DECEMBER 14, 2022
2022 has been a year for the books, with major changes and uncertainty across every industry. . Through it all, we’ve focused on building delightful features for our customers – and today, we’re focusing on something a little more positive with our roundup of the biggest and best of what we’ve built for you this year. Below are the highlights of what we’ve built for you in 2022, but there’s so much more to see.
Totango
DECEMBER 13, 2022
As subscription models and recurring revenue become the norm for both SMBs and enterprise solutions, customer success is becoming an essential part of businesses across the globe. It’s clear to corporate leaders that strong onboarding and ongoing engagement help convert tentative new relationships into happy customers and established revenue streams; and risk management protects hard-earned customer trust and shines a light on opportunities for expansion.
Zendesk
DECEMBER 15, 2022
A little over a year ago, the United States evacuated the last of its troops from Afghanistan—leaving behind millions of displaced Afghan people, including allies who served alongside the U.S. government, NGOs, and media organizations, in roles ranging from professionals and journalists to translators and security personnel. And while the U.S. has put programs in place to help Afghan refugees begin the journey to resettlement and permanent residence, the programs rely on an application and verif
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.
Customer Think
DECEMBER 10, 2022
The research tells us we need to be persistent in our outreaches to prospects and clients. To reach and engage them, we have to leverage multiple channels of engagement. Phone, email, social, texts, and other channels must be leveraged simultaneously to provoke a prospect–even a customer to respond. Data shows we often need to [.]. The post On Sequences And “Touches” first appeared on Partners in EXCELLENCE Blog -- Making A Difference.
Zonka Feedback
DECEMBER 14, 2022
Customer feedback helps companies and brands to identify areas that require modification to enhance customer satisfaction. How do you generate customer feedback ? Companies use different methodologies to get customer feedback after purchasing some of their products. But, surveys are the best when you want to get reliable information from customers.
Dealing With Humans
DECEMBER 14, 2022
Today’s entry is about the closest thing to a “rant” that you will find on this blog, so far. In fairness, I said “so far”. Here we go. I am tired of Karen. No, I am not tired of challenging customers. I am tired of the lazy act of calling someone Karen, simply because they challenged you a bit. Maybe it was too many questions. Maybe it was a perceived “attitude”.
Zendesk
DECEMBER 13, 2022
The world of work has changed dramatically over the last several years, but something that has remained constant is the need for talented, engaged employees. The power of employee experience has never been clearer. You need passionate people at the helm if you’re going to weather the ups and downs of economic uncertainty. You need loyal employees who are committed to your vision and your customers.
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 Think
DECEMBER 12, 2022
“Executives speak three languages: finance, finance and finance.” – Jeff Hiatt, Prosci Founder Speaking finance is tough for customer experience leaders. One key reason, which I discussed last week, is that we don’t often include financial information.
Zonka Feedback
DECEMBER 12, 2022
Pipedrive is pretty useful and powerful tool and it's already fulfilling my organization's needs of tracking and managing deals, so what's with the integrations?
Logicalware
DECEMBER 13, 2022
In his End of Year Message, Puzzel CEO Frederic Laziou reflects on how 2022 redefined customer engagement. What a year (again)! As 2022 draws to a close, I want to share a few observations and reflections. But firstly, I want to thank our customers and partners for a remarkable but challenging year and, of course, all our fantastic Puzzelers who went above and beyond during 2022.
The Customer Service Blog
DECEMBER 15, 2022
Many readers will already know that, in addition to editing The Customer Service Blog, I also do lecturing and training work in the areas of Business Studies, Management and Marketing. One area of business that has always fascinated me is the subject of pricing. It’s a subject that I lecture on at both undergraduate and postgraduate levels. So just how do companies decide what to charge for their products?
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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.
Customer Think
DECEMBER 11, 2022
Did you know that 45% of products failed to be delivered on time and schedule? It’s true. Nearly half of the product launches are delayed at least one month, according to a 2019 product manager survey conducted by Gartner. In addition, only 1 in 10 products meets all the internal targets set by the management. […].
Lumoa
DECEMBER 15, 2022
Voice of Customer (VoC) is not a new concept. It’s a strategy that many companies have used for years to understand and prioritize customer needs. However, how VoC data is collected, analyzed, and acted upon has changed. Companies are finding that innovative technologies can make collecting voice of customer analytics more effortless than ever—and these technologies have opened up exciting new possibilities for improving customer experiences.
ClientSuccess
DECEMBER 12, 2022
Payday Vectors by Vecteezy. In today’s competitive customer success landscape, it is essential that CSMs are adequately and appropriately compensated for their work. To this end, I usually see three distinct compensation models: Base Only; Base + Bonus; or the preferred model of mine -Base+ Variable- to reward excellence in performance. Read further on why this structure can be beneficial when building out your ClientSuccess team!
Qmatic
DECEMBER 14, 2022
The challenges of running an outpatient clinic are numerous, variable, and often relentless. Depending on the size of your facility, the number of services offered, daily patient volume, and the size of your workforce, getting a handle on how to best manage all the moving parts can be exhausting. This is especially true considering your operational objectives to improve productivity while reducing staff stress and enhancing the patient experience and quality of care.
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
Customer Think
DECEMBER 16, 2022
The year 2023 is almost here, so that means it’s time to put your marketing plans into action and find new ways to connect with your target audience. Business leaders and marketers want to do everything they can to create a top-notch customer experience (CX). It’s no wonder why; happy shoppers turn into long-term customers […].
Beyond Philosophy
DECEMBER 15, 2022
Have you ever wondered why things go viral or, better yet, how you can make your #content gain millions of views and shares? If so, then you are in the right place because we are going to share the secrets of how to go viral on social media. Frame it Properly. So, let’s say we have a story we want customers to hear. We might send a press release to see if reporters will pick up the story.
Heart of the Customer
DECEMBER 12, 2022
As Heart of the Customer (HoC) grows, we need a new CX Strategist to lead relationships with our clients. This role serves as the face of HoC with our clients, working with executives to define their most significant business problems and identify ways for HoC to solve them. This is a senior-level consulting role, engaging […]. The post HoC is Hiring!
Shep Hyken
DECEMBER 14, 2022
You have most likely heard people use the expression FOMO, an acronym for Fear of Missing Out. People have a hard time deciding what to do or where to go and worry about missing out on a fun experience, a business opportunity, and more. Recently, I interviewed Dominic Constandi for Amazing Business Radio. We talked about different customer service and experience topics, and he casually mentioned FOMU.
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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.
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