Intercom, Inc.
OCTOBER 20, 2020
One of our core values at Intercom is “We love people who genuinely want to learn and grow.”. Of course, celebrating and encouraging a growth mindset is all good and well, but how do we put in place structures and processes that actually encourage career growth? In the Engineering org, we’ve thought deeply about how to foster long-term growth opportunities for people.
C3Centricity
OCTOBER 22, 2020
We need to better understand shoppers. Why? Because retail is in crisis. Investment in brick-and-mortar stores has declined 30% in the US and a staggering 50% in Europe. In the UK 50,000 of the 500,000+, high street stores are empty , that’s a whopping 10%. But that level can even be higher, double or triple that in some parts of the country. The government in the UK upped its rescue fund to a billion pounds and slashed its rates in the hope of lowering rents last year.
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Fonolo
OCTOBER 22, 2020
Of all the years in recent memory, 2020 will stand out as one the most challenging and unexpected. Industries worldwide have risen to meet their new realities and adapted admirably. . But it’s not over yet. With the holiday season around the corner, retailers are feeling the pressure as they navigate one of the most demanding periods in a post-COVID world. .
Beyond Philosophy
OCTOBER 22, 2020
Oscar Wilde’s famous quip shapes my marketing philosophy, “There is only one thing worse than being talked about, and that is not being talked about.” One of the reasons the brilliant quote rings true is because of the concept of Priming. When you bring attention to things, it influences how people act upon them. Priming activates some part of our mind, and that’s enough to produce this response out of us.
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
Intercom, Inc.
OCTOBER 22, 2020
Today, numerous studies echo this sentiment: a recent report from Forrester found that brands with a superior customer experience bring in 5.7 times more revenue than their competitors. And a recent study from Deloitte found that two-thirds of customers will switch brands entirely due to a poor customer experience. Customer expectations are higher than ever, and this acts as a forcing function, inspiring companies to think about their customers’ entire journey from acquisition to onboardin
Heart of the Customer
OCTOBER 23, 2020
As CX practitioners, we work to uncover the Voice of the Customer (VoC) and use it to drive our company to improve. We combine qualitative and quantitative methods to understand what customers need and communicate this to the rest of the company to ensure we remain relevant to customers. But if you’ve ever worked within a B2B company, you […].
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Myra Golden Media
OCTOBER 23, 2020
Grab the “Delivering Bad News” worksheet here , and come back next week for part two, when I reveal my 5 keys for Delivering Bad News.
Intercom, Inc.
OCTOBER 21, 2020
Maya Angelou, the poet and civil rights activist, said it best: “People will forget what you said, people will forget what you did, but people will never forget how you made them feel.”. That’s a universal truth, but one businesses forget about at their peril. The feelings customers take away from an experience with your company are far more important than any “response time” metric.
Kate Nasser
OCTOBER 18, 2020
Rediscover respect to unleash your true potential in leading morale, serving customers, & relationships. Kate Nasser The People Skills Coach™. The post Rediscover Respect The Hugely Underused Emotion | #LeadMorale appeared first on KateNasser.com.
UJET
OCTOBER 22, 2020
Omnichannel was never supposed to be just about your agents. Sure, your customer service agents need to be able to switch seamlessly from chat to voice and have all customer information in one easily accessible location. But omnichannel was always supposed to unify the customer journey, too. Improving the customer experience isn’t just a product of your agents having everything in one dashboard; it’s customers transitioning from chatting with your agent to speaking with them over the phone—witho
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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.
Steven Van Belleghem
OCTOBER 20, 2020
The ultimate convenience. One of the big differences between East and West is that the latter is a lot more siloed, with different companies, offering different things, via different interfaces. The Chinese, though, who immediately leapfrogged to mobile technology, have a much more integrated approach. For instance, they offer commerce in a social media context.
TeamSupport
OCTOBER 21, 2020
This series that began with Part 1 on why it’s more important than ever to revisit how to keep customer support teams engaged with each other, continued with Part 2 where we dove into tips for enabling collaboration and engagement among support team members and between agent and customer, and introduced solution tools that enable the most efficient customer support in a remote environment in Part 3 , now concludes with Part 4 where we review more solution tools to empower customer support teams.
Totango
OCTOBER 20, 2020
It is essential for a company to understand the behavior, opinions, and needs of their customers to provide the best service possible. A business’s relationship with its clientele is a foundational necessity, and just like any other relationship, if one side does not understand the other, the partnership is destined to fail. By measuring customer experience, companies can easily become more educated about customer behavior and opinions.
UJET
OCTOBER 22, 2020
Omnichannel was never supposed to be just about your agents. Sure, your customer service agents need to be able to switch seamlessly from chat to voice and have all customer information in one easily accessible location. But omnichannel was always supposed to unify the customer journey, too. Improving the customer experience isn’t just a product of your agents having everything in one dashboard; it’s customers transitioning from chatting with your agent to speaking with them over the phone—witho
Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin
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.
Doing CX Right
OCTOBER 20, 2020
Who are your favorite companies, and what makes you brand loyal? People typically answer this question based on how well a business understands and meets their needs. Buying decisions go way beyond price as we often pay a higher cost to shop at a particular place. Consider coffee, for example. Customers, including me, spend triple the price at Starbucks compared to other local coffee shops.
Kate Nasser
OCTOBER 18, 2020
Rediscover respect to unleash your true potential in leading morale, serving customers, & relationships. Kate Nasser The People Skills Coach™. The post Rediscover Respect The Hugely Underused Emotion | #LeadMorale appeared first on KateNasser.com.
Totango
OCTOBER 23, 2020
Onboarding is defined as the actions your company takes after a customer signs up to use your product. These actions are crucial to customer success, as they will set the tone for your client-brand relationship moving forward. A successful onboarding experience can lay the foundation for a loyal lifetime buyer, while a negative experience can push your new customer directly into the hands of a competitor.
Zonka Feedback
OCTOBER 22, 2020
In today's world, success of a retail business revolves around these questions: Are the products which customers are looking for available at your retail store? Is your retail staff supportive and welcoming for the customers? Are your prices competitive in the market? Are your return and exchange policies fair and helpful for the customers?
Speaker: Miriam Connaughton and Donald Knight
As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.
Beyond Philosophy
OCTOBER 17, 2020
When you bring attention to something, it influences people’s behavior. For example, The food and household goods supplier in the UK, Tesco, was recently accused of profiteering by raising the prices of a yeast extract spread called Marmite. There was quite an uproar about it in the UK. You would think that this would mean sales of Marmite would go down.
ClientSuccess
OCTOBER 20, 2020
In the modern SaaS world, sales is often considered the flashiest and critical of departments across organizations. But if 2020 has taught SaaS leaders anything it’s that it’s a company’s current customers – not the new ones – that have the potential to keep a business afloat when things get hard. Customer success departments were truly put through the ringer this year, with some teams dealing with an incredible amount of uncertainty, change, and, unfortunately, customer churn. 2021 Customer Suc
Totango
OCTOBER 22, 2020
When operating within a customer-centered economy , maintaining client satisfaction is an absolute necessity—a fact that’s been made all the more true thanks to today’s increasingly digitized business landscape. As communication becomes more fast-paced, client expectations for timely, personalized responses to their issues have risen as well. Customers want to feel valued, and if a company is not meeting their need for conflict-resolution, it can lead to dissatisfaction, and eventually, ca
TeamSupport
OCTOBER 19, 2020
In Part 1 of this blog series, we introduce d why it’s more important than ever to revisit how to keep customer support teams engaged with each other and what tools will help enable collaboration and keep agents motivated and excited about providing excellent support to their customers. I n Part 2 , we dove into tips for fostering collaboration and engagement among support team members and between agent and customer.
Speaker: Jennifer Wright and Nick Barron
2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt
Hodusoft
OCTOBER 23, 2020
As the world is hit by the COVID-19 pandemic, personal meetings and home visits are fading away. Today, we follow the norms of social distancing, which has changed human interaction. In recent months, there has been a drastic shift in the way people interact and communicate with each other. On the other hand, meetings will stay lifelong, irrespective of the virtual or physical model.
The DiJulius Group
OCTOBER 22, 2020
In our 12th year of doing The Customer Service Revolution Conference – and virtually our first – this year’s theme is Reimagine… Revolutionize. This powerful virtual event had over 1,400 leaders registered, which is double the live attendance we’ve ever had! Here’s are some takeaways from each of our speakers this week: John DiJulius – Read Full Article.
Doing CX Right
OCTOBER 21, 2020
Sometimes the best business and life lessons come from short simple quotes. You’ll often see me posting on Instagram, LinkedIn, and Twitter to get my readers thinking in new ways and ultimately taking actions. As my website says, we need to be DOING CX RIGHT, not just TALKING! In case you’ve missed my social media tips of the day, I’m adding them here too as they never get old.
Confirmit
OCTOBER 20, 2020
Register to watch the webinar for your region. Australia. North America. Europe. With the aim of measuring and improving pharma companies’ performance, Optigage developed a multichannel index that tracks channel reach, engagement, as well as message recall and differentiation. The tool, delivered via Dapresy, is used to gain a better understanding of where brands stand on the competitive playing field, and to pivot their strategies accordingly.
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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.
Chip Bell
OCTOBER 20, 2020
Check out the photo of this bearded iris in my side yard. Poet John Keats reminded us that “A thing of beauty is a joy forever.” I have a friend who grew up in the U.K. His two favorite superlatives are “beautiful” and “brilliant.” And, his labels have little to do with prettiness or with smarts, but everything to do with awesome. So, how would your customers characterize their experiences with your unit or organization?
The DiJulius Group
OCTOBER 21, 2020
Week 3 Recap of The 2020 Customer Service Revolution What an incredible Week 3 of the 2020 Customer Service Revolution. A fantastic lineup of experts shared so many critical takeaways in a time when they are needed the most. Here were just a few of the takeaways shared: John DiJulius – How to be the. Read Full Article. The post How to Reimagine…Revolutionize Week 3 appeared first on The DiJulius Group.
Doing CX Right
OCTOBER 19, 2020
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Knowmax
OCTOBER 18, 2020
CRM softwares: from chaos to compatibility in a single click.
Speaker: Evelyn Chou
Choosing the right business intelligence (BI) platform can feel like navigating a maze of features, promises, and technical jargon. With so many options available, how can you ensure you’re making the right decision for your organization’s unique needs? 🤔 This webinar brings together expert insights to break down the complexities of BI solution vetting.
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