Adrian Swinscoe
OCTOBER 25, 2021
In 2015, I wrote an article called “Why Relying Only On Reactive Customer Service Is No Longer Good Enough.” In it, I quoted a couple of […]. The post On-site search, customer experience and inexplicable inaction first appeared on Adrian Swinscoe.
Intercom, Inc.
OCTOBER 25, 2021
We’re extremely excited to connect with the tech community – in person – at Web Summit in Lisbon from November 1st to 4th. This year’s event will be especially significant, as thousands of people from across the industry gather in person after so long in remote-working isolation. We can’t wait to see old friends and make new ones. The Intercom team is looking forward to showcasing our latest features and improvements to the world’s leading Business Messenger and powerful customer sup
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Callminer
OCTOBER 25, 2021
The question should be, “does one company do that better or more powerfully than the competition?” For CallMiner, our solution, with a logical blend of AI and heuristics, is the best on the market.
Uniphore
OCTOBER 26, 2021
New Program Provides Foundation to Support Large-Scale Enterprise Digital Transformation Efforts with Leading Conversational Automation Solutions PALO ALTO, Calif., October 26, 2021 [8AM EST, 5 AM PST] — Uniphore , the leader in Conversational Automation, today announced?its Uniphore Unite partner program to support a rapidly expanding market that is seeing the benefits of using Artificial Intelligence (AI) and automation technology to significantly improve customer experience (CX).
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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.
Adrian Swinscoe
OCTOBER 28, 2021
Todayâ??s interview is with Jon Picoult is founder of Watermark Consulting, a leading customer experience advisory firm, and author of a new book: FROM IMPRESSED TO [â?¦]. The post 12 principles for turning customers and employees into lifelong fans â?? Interview with Jon Picault of Watermark Consulting first appeared on Adrian Swinscoe.
Intercom, Inc.
OCTOBER 26, 2021
Getting the team right is one of the hardest parts of scaling sales. Rapid growth means you need a large, high-performing team, and you need it right now. But no sales team can afford to grow without intention. Many leads’ first meaningful interaction with your business will be a conversation with a salesperson – you have to carefully consider what kind of experience you want that to be, and who will be delivering it.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Bill Quiseng
OCTOBER 24, 2021
Several days ago, I was told that the counter person did not want to say, “How may I serve you?” “I’m not a servant,” she said. She already had an attitude that disdained servitude. To her, servitude meant slavery, having no liberty to determine one’s own way of life. Servitude is having no freedom, consigned to a lifetime of misery and boredom. Service is not servitude.
Customer Think
OCTOBER 29, 2021
Tools for Excavating Sources of Next Generation Loyalty Marketers have an overly optimistic perspective on customer loyalty and their implementations of customer loyalty programs. The reality is that very few customers are loyal and much of what we speak of as customer loyalty is no more than repeat transaction behavior. Customer Loyalty Programs Are Really […].
Inside Customer Service
OCTOBER 28, 2021
"How do you define leadership?" That's the question I posed to the self-described leadership expert. I had just met him at a conference. He told me he had spent the past 20 years delivering keynote speeches on leadership and had written several books, so I thought this would be an easy question for him to answer. It wasn’t. He stopped and started, struggling to find the right words.
Shep Hyken
OCTOBER 27, 2021
“I’m sorry.” Customers love to hear those important words, especially when they are calling about a problem or have a complaint. I briefly covered this in a recent article ( The Five Best Things to Say to an Angry or Upset Customer ), but I want to dive into the “I’m sorry” comment a little deeper. . Not long ago I called a customer support center and early in the conversation the agent said, “I’m sorry you are experiencing this problem.
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.
The DiJulius Group
OCTOBER 26, 2021
It appears that customer rage is at an all-time high. There is an increasing number of stories of customers becoming unruly, disrespectful, displaying both verbal and physical abuse in certain industries such as airlines, hotels, and restaurants. First off, I want to be clear, ANY type of abuse towards employees is totally unacceptable and should. Read Full Article.
Customer Think
OCTOBER 27, 2021
Photo by Pexels, CC0 1.0 During the pandemic, many people have had to work from home and companies have had to let thousands of people go in their roles. Bringing those employees back into the office after so long at home is not going to be an easy feat for a business. There are going […].
Kate Nasser
OCTOBER 24, 2021
What customer experience vibe do customers get from your brand? Here are 6 ways the best create a generous vibe to keep customers coming back! The post Customer Experience Vibe: Are You Being Generous or Greedy? #cx appeared first on KateNasser.com.
Shep Hyken
OCTOBER 25, 2021
Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. What Kind of CX Do Customers Really Want? by Eric Krapf. (No Jitter) Many customers still prefer email and voice channels for customer service requests over chatbots.
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.
Help Scout
OCTOBER 26, 2021
SaaS customer support has a deeper impact on your business's key metrics than you might think. Here's why it’s important and how to do it well.
Customer Think
OCTOBER 27, 2021
Every year, Content Marketing Institute and Marketing Profs release their latest B2B marketing research. This year the report includes a chart of current B2B content marketing challenges. A few of them surprised me as I thought (or hoped) we had beaten.
Steven Van Belleghem
OCTOBER 24, 2021
The biggest difference. The biggest difference is probably that Amazon is hugely customer driven , where Alibaba is highly relationship driven. That might seem the same but it really is not. Most of us know that Amazon is deeply customer obsessed and does everything in its power to make the purchase process as well as the lives of customers better. But in their case, this approach unfortunately sometimes comes at the cost of their relationship with employees (how they treat the blue collar work
Zonka Feedback
OCTOBER 29, 2021
According to research by Grattan Institute , a well-developed strategy to collect student feedback can improve teachers’ effectiveness by 20-30%. And how students are taught has a direct impact on their academic performance and overall success. Be it universities, coaching institutes, or colleges, you can collect student feedback around the quality of seminars, study material, projects, teaching strategies, etc.
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
Help Scout
OCTOBER 25, 2021
Check out the companies who are delivering exceptional customer experiences in B2B, B2C, and Ecommerce.
Customer Think
OCTOBER 24, 2021
The most important future shoppers can’t yet drive. But they buy. Can retailers steer them to the store? The oldest members of the next generation of consumers, Generation Alpha, were born in 2010, yet in just a decade they’ve learned to become smart online shoppers. In 2020, 81% of children under the age of 12 were reported […].
Zendesk
OCTOBER 29, 2021
Here are the newest integrations from Zendesk to help your team provide great experiences. Parcel Panel. Parcel Panel (Support) is the best tracking app specially designed for millions of Shopify merchants, driving customer loyalty and increased sales by providing the best post-purchase experience. ParcelPanel and Zendesk help eCommerce brands shorten the time answering questions related to “Where is my order?
Hodusoft
OCTOBER 26, 2021
Why should you move from Legacy PBX to Modern Contact Center Software? The one point every business harping upon over the last two years unanimously is customer experience. Any customer service leader will tell you that customer experience has always been a second fiddle— the lowest rung in the rank of elites among sales, marketing, and finance. However, the slow movement in work for years has suddenly found a voice.
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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.
Help Scout
OCTOBER 27, 2021
The relentless customer with suspiciously sharp teeth, and the disturbing silence of an empty inbox. Three support stories to scare any customer service professional this Halloween.
Customer Think
OCTOBER 27, 2021
(If you've decided to add thought leadership marketing in 2022, or if you need to improve your thought leadership program next year, the time to start planning is now. This post describes three steps B2B marketers can take to elevate their thought leadership efforts in 2022.) It's now abundantly clear that compelling thought leadership content […].
Comm100
OCTOBER 25, 2021
Today’s customers expect digital communication channels from the businesses that they connect with. It’s well documented that millennials hate phone calls , and to meet the needs of these customers, businesses are undergoing digital transformation to remain competitive. Call centers are evolving to become contact centers in increasing numbers, supporting a wide variety of contact channels for customers.
Gainsight
OCTOBER 25, 2021
Constant feedback is the lifeblood pumping into every successful product delivery. And if you want to unleash a steady flow of products and features that your users love, you have to keep your finger on their pulse constantly. Product feedback loops are the ultimate tool for scanning a user’s experience, pinpointing product shortfalls, and boosting your product.
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
Help Scout
OCTOBER 28, 2021
Zendesk is the biggest, but that doesn’t mean it’s the best. Check out our list of 9 Zendesk alternatives to consider for your support team.
Customer Think
OCTOBER 24, 2021
This is my 750th blog post on this blog and I wanted to write about something that I absolutely love. I absolutely love watching movies and have been a James Bond movie fan almost since the first time I watched him on screen (since Sir Sean Connery br.
Comm100
OCTOBER 25, 2021
Amid the Covid-19 pandemic, maintaining high levels of student engagement appeared to be a losing battle for many institutions. Spring break 2020 heralded the most sudden of changes in the span of a few days, putting an end to traditional face-to-face tutoring and in-person events and activities, and heralding remote digital teaching and learning experiences.
Execs In The Know
OCTOBER 29, 2021
Execs In The Know recently held its Fall 2021 Customer Response Summit (CRS) event (October 18–22, 2021) featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations from these top brands: Williams-Sonoma, Inc. , Malwarebytes , DISH Network , Angi , and UnitedHealth Group.
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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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