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.
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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 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.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
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.
Steven Van Belleghem
DECEMBER 1, 2021
Artificial serendipity. Traditionally, marketers like to make sure that customers can easily find the products and services they are looking for. That’s a no-brainer, of course but perhaps more surprising is that research by the University of Sydney, University of Florida, and Rutgers University recently uncovered that serendipity and seemingly random discoveries can play a huge role in customer satisfaction.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
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
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, […].
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.
Lumoa
NOVEMBER 29, 2021
Is it possible to determine the ROI of customer experience, if so, how do you do that? In this article, we explain the relationship between revenue growth and customer experience. In addition, we share tools that will help you calculate the ROI of your own customer experience projects. Most business leaders believe that customer experience will be the key driver of their company’s competitiveness going forward.
Speaker: Jason Cottrell and Brian Walker
Brands used to look for a commerce platform that could do everything. But over time, one vendor was no longer enough to meet a brand’s needs, so they added, and added, and added— and now it's essential that these vendors work well together. That’s composable, and it’s important to get it right. Customers and your board expect you to be in new channels and to adapt quickly to market change.
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?
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 […].
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.
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: David Nisbet, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
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 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 […].
Fonolo
DECEMBER 2, 2021
From retail to tourism to food service, almost every sector is currently experiencing major labor shortages , and contact centers are no exception. Though contact center technology has revolutionized the way agents are able to work remotely, managers and directors are still catching up when it comes to finding and implementing strategies to balance staffing needs.
Beyond Philosophy
DECEMBER 2, 2021
People look back on their childhood and talk about how terrible it was. However, they often do it with a fondness that belies their words. Looking back at the earlier period, they feel good about it, no matter how terrible it was in their description. Customers do this, too. So, the question I pose today is, what part of your customers’ past would they want to relive?
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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?
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 […].
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.
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.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
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.
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.
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.
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.
Speaker: Blackberry, OSS Consultants, & Revenera
Software is complex, which makes threats to the software supply chain more real every day. 64% of organizations have been impacted by a software supply chain attack and 60% of data breaches are due to unpatched software vulnerabilities. In the U.S. alone, cyber losses totaled $10.3 billion in 2022. All of these stats beg the question, “Do you know what’s in your software?
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.
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 […].
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.
Logicalware
NOVEMBER 29, 2021
JYSK is an international?furniture?and homewares?retailer?– and a?great entrepreneurial success story. Since?opening its?first?store in?Denmark?in 1979,?the family-owned company ?has expanded into 50 countries?and now?operates?more than?3,000?stores?with?26,500?employees.?There are?103?JYSK stores in the Netherlands alone. The company runs?28 contact centres?
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
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