Inside Customer Service
DECEMBER 2, 2021
There's something amazing about being served by an employee who loves the brand they represent. My wife, Sally, and I experienced that recently at the Dr. Martens store on Newbury Street in Boston. We walked in the store and Sally quickly zeroed in on a pair of shoes she liked. Scratch that. Loved. "Aren't those great?" asked an employee as she approached Sally.
Adrian Swinscoe
DECEMBER 1, 2021
This is a guest post by Asha Tarry, a business consultant, psychotherapist, and life coach, who discusses the “Great Resignation” of 2021, especially among Black and […]. The post The great resignation and integrating wellness at work first appeared on Adrian Swinscoe.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Callminer
DECEMBER 1, 2021
Read our blog for tips and best practices to choosing and buying the best omnichannel customer service software for your business.
Intercom, Inc.
DECEMBER 2, 2021
Over the years, we’ve covered a lot of ground on our podcasts. Every week, we give you an insight into the world of product management, design, support and marketing with Inside Intercom; explore how leaders of the industry are using CX to grow their businesses with Scale ; and show you the world of Intercom co-founder Des Traynor and Intercom SVP of Product, Paul Adams, as they share their latest thoughts on how to build great products.
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
NOVEMBER 29, 2021
One of our podcast listeners, Jeanne-Claude, wrote about a problem he was having for a recent episode. I am writing about it here today because it is likely a problem some of you share. Jeanne-Claude’s problem is that his company offers a complicate.
Experience Investigators
NOVEMBER 30, 2021
Developing CX Personas: The Step Before Journey Mapping. In my work consulting, training, and running workshops , one consistent theme I find is teams are super eager to begin the Customer Journey Mapping process. I get it. Customer Journey Mapping can reveal — and help solve — a lot of problems in the customer journey. But in order to do so, those journey maps must be built on a foundation of a true picture of your 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.
Shep Hyken
DECEMBER 3, 2021
This week we feature an article by Dan Martin, Chief Executive Officer of Xpress Global Systems , an organization focused on innovation, efficiency, and scalability of shipping and distribution of flooring products. He shares the four key areas that lead to elevated customer experiences while growing rapidly. In April 2021, I had the honor of becoming the chief executive officer of Xpress Global Systems (XGS), a trucking company that specializes in transporting flooring products across all 50
Customer Think
DECEMBER 2, 2021
Artificial Intelligence is a powerful tool and ignoring its implications is next to impossible in today’s digital world. AI is vital to understanding how modern organizations work and function. AI is truly a gamechanger for organizations Various organizations across the globe a constantly leveraging the potential of AI and ML to enhance interactions, profits, relationships, […].
Intercom
NOVEMBER 30, 2021
Customer support is more business-critical than ever. But in today’s fast-paced world, your customer support can only be as effective as the technology that underpins it. Study after study shows that the vast majority of support teams are unhappy with their current customer support tech stacks. A recent Forrester Consulting study commissioned by Intercom, Drive Conversational Experiences For A Future-Ready Customer Support Strategy , revealed that 54% of teams can’t personalize support with thei
PeopleMetrics
DECEMBER 1, 2021
This has been a big week at PeopleMetrics. In case you did not hear, I launched my second book called Pharma Customer Experience ( CLICK TO VIEW ON AMAZON ) on Tuesday (11/30). I wrote this book because pharma and biotech companies have an amazing opportunity to improve the customer experience (patients, HCPs, caregivers) and emotionally connect with these customers.
Advertisement
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.
Intercom, Inc.
DECEMBER 1, 2021
As a sales manager, the most impactful thing you can do is coach your team. To do this effectively, it’s important to remember that every customer interaction matters when closing a deal. Study any sales coaching blog, podcast, or book and you’ll find plenty of advice on the best ways to coach your sales reps: join their calls, listen to recordings, apply a framework … the list goes on.
Customer Think
DECEMBER 2, 2021
Website builders who are familiar with CMS tools like WordPress can easily develop professional online pages, but sometimes the effort and talent invested in these projects don’t correlate with their success or ad revenue. Though creating high-quality online content is the main goal of any web designer, the harsh reality of the digital industry tells […].
Shep Hyken
DECEMBER 1, 2021
In the best of times, it’s important to keep your best employees. In tough times, it’s even more important. Customers are beginning to feel the results of The Great Resignation , which quite honestly, is not so great. It has resulted in longer lines, longer hold times, and slower service – basically a lower level of customer service. . So, how can you keep good employees, and keep them not only engaged with their jobs but also engaged with their customers?
Aquire
DECEMBER 1, 2021
Despite the new platforms on the scene, Facebook is still one of the most popular social media around. In fact, it’s been creeping steadily towards a mind-boggling three billion active users in recent years. So, it’s safe to assume there are quite a few of your customers among its users — often trying to make buying decisions with the platform’s help.
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.
Zendesk
NOVEMBER 29, 2021
Here are the newest integrations from Zendesk to help your team provide great experiences. Square by ChargeDesk. Square by ChargeDesk (Support) (Chat) (Sell) lets you instantly view every customer’s billing history next to support tickets, chat conversations, and Zendesk Sell information. It also performs key actions such as refunding orders and cancelling subscriptions.
Customer Think
DECEMBER 2, 2021
Five key steps you need to keep building customer loyalty Loyal customers are your most profitable clients and the most effective advertisements you can have for your brand- this is an even greater trend after the pandemic. Things have certainly gone digital, but how we learn and trust products may be more similar. Source: Canva […].
Help Scout
DECEMBER 1, 2021
Managing customer requests is a hassle without the right tool. These 11 help desk software options will help you get things under control.
Conversation Agent
NOVEMBER 29, 2021
I've been asking myself that question for over two decades. When I came to the US, I was leaving a place that was steeped in tradition—some of it gorgeous. I mean, how amazing is it to be surrounded by World Heritage Sites? To go one city over and discover an entirely new local cuisine? To have your pick of coastline environment to choose from? Or parks in the city?
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.
Totango
DECEMBER 1, 2021
When you bring agile innovation to customer success , you empower your CS strategy with the latest technology. This gains you the ability to implement CS at scale, giving you a winning edge over competitors who are still a generation or two behind in their deployment of CS automation. In this blog, we’ll look deeper at what an agile customer success strategy means and why you can benefit from using one.
Customer Think
DECEMBER 1, 2021
Are you thinking about adding videos to your marketing strategy? If so, you’re in the right place. Videos are an excellent way to generate leads, build trust with your audience, and secure more sales. You may be shocked to learn that despite the explosion of visual content over the last several years, 43% of shoppers […].
The DiJulius Group
NOVEMBER 30, 2021
When Google launched “Project Oxygen” years ago, they had a theory. The belief was that their large layer of middle managers (like most organizations have) was slowing them down. They believed that middle managers created a bureaucracy within the organization that literally got in the way of production. What they found was something completely opposite, Read Full Article.
Zonka Feedback
DECEMBER 3, 2021
Are you thinking of using Live Polls for your upcoming meetings? Good idea! If you are working remotely, which most companies have been for a couple of years, virtual meetings and web conferences must be a part of your life.
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
ModSquad
DECEMBER 2, 2021
The 2021 holiday season is here, but many shoppers are still skittish about crowded in-store shopping. Some expected online shopping to dominate this Black Friday. Others believed people would hit the malls to select gifts in person, given news of supply chain issues. Here’s how it played out and what we observed. Forget the headlines, ecommerce is still growing.
Customer Think
DECEMBER 2, 2021
I was delighted to be asked to contribute the following article to the International Journal of Sales Transformation's special report on "Emerging from the Pandemic". I chose to focus on issues that I believe B2B sales leaders should be prioritising in.
Zendesk
DECEMBER 3, 2021
A Contact Us page isn’t just another page on your website. In fact, it is one of your most valuable pages—and should be treated as such. A contact page provides guidance for existing customers and offers an overview of your brand for new visitors. But contact pages aren’t always crafted with care. They might be missing a phone number or links to social channels, or they may be totally outdated or tricky to navigate—all of which makes for a bad customer experience.
Zonka Feedback
DECEMBER 3, 2021
Over a decade, my family has participated in Jewelry Trade Shows & Events. We make many efforts to turn our exhibition interaction into an on-site sales platform. Before conceptualizing any exhibition, we always keep one thing in mind: ROI. Yes! You’ve invested in our show, and that’s why we have always committed to making our exhibition more interactive and worth attending.
Advertisement
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.
Execs In The Know
NOVEMBER 30, 2021
In October, Execs In The Know held its Fall 2021 Customer Response Summit (CRS) event featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations. If you have yet to tune in to the Fall 2021 CRS virtual event, you can watch many sessions on-demand.
Customer Think
DECEMBER 2, 2021
Most companies face hiring and staffing challenges ahead of the holiday season, but the past two years have been especially difficult with the pandemic’s ripple effect creating the toughest hiring seasons on record. For instance, reports from the U.S. Labor Department indicate nearly 4.3 million workers voluntarily quit their jobs this past August. Despite there […].
Zendesk
NOVEMBER 30, 2021
Writing a 30-60-90 day plan for success. A new sales rep isn’t going to magically outsell the top performers the first day on the job. Before a new rep can begin to hit and exceed quotas, they need time and a well-defined plan. One of the most popular plans for success in a new environment is the 30-60-90 day plan. In this guide, we’ll show you how to create a useful three-month plan for managers, sales reps, and new territories.
Zonka Feedback
DECEMBER 3, 2021
According to a Stanford University study, positive interactions of patients with their healthcare providers can increase the efficacy of treatments. 84% of people say that wait time at a facility can have a huge impact on their experience. Similarly, transparency of cost and payment matters to 65% of patients.
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.
Expert insights. Personalized for you.
257 
Let's personalize your content