Shep Hyken
DECEMBER 28, 2022
Happy New Year! I’m not one for New Year’s resolutions, which are often broken. Instead, I like setting and resetting my goals for the year, and in my world, those goals focus on delivering an amazing customer service experience. So, I’ve created a list of simple ways to deliver the experience that everyone wants. Here are 23 ways to help you and your teams provide an amazing customer experience in 2023. .
Callminer
DECEMBER 28, 2022
Customer sentiment is a crucial metric for every business. Read this blog to learn more about customer sentiment analysis and how it can help improve customer service, guide agent behavior, and more.
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Customer Think
DECEMBER 29, 2022
A simple recruiting mistake, like a poorly crafted job description, can hamper your chances of attracting the right talent. However, having the proper hiring process allows you to recruit the best candidates to help your organizations grow. Here are eight expert tips on how to make your hiring processes more efficient! Did You Know? When […].
Intercom, Inc.
DECEMBER 28, 2022
Well that was quite the year. We’ve made it to the end of 2022 – 12 months in which everything changed for the tech industry. After booming for the best part of two decades, a number of factors coincided to transform the SaaS landscape and tech more broadly. Like so many other companies in the space, Intercom was also affected by these difficult economic headwinds.
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
Shep Hyken
DECEMBER 27, 2022
The Power of Listening to Your Customers . Using Conversational Data to Enhance the Customer Experience . Shep Hyken interviews Amy Brown, founder and CEO of Authenticx , a software that listens, analyzes and activates customer voices at scale. She shares findings from Authenticx’s Customer Voices Report and how organizations can use data to drive customer experience strategies.
Callminer
DECEMBER 26, 2022
Read this blog to better understand product innovation, including new product development, and best practices for getting it right with conversation intelligence.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
CX Network
DECEMBER 25, 2022
With CX leaders pressed to make their budgets go further in 2023, CX Network offers tips from an expert panel on how to generate better value.
Zonka Feedback
DECEMBER 28, 2022
Customer feedback is an amazing way to stay on top of your restaurant's pulse. Knowing whether your customers are satisfied or if there are areas to improve to the ongoing success of your restaurant. You won't be able to give customers the best customer service if you aren't trying to find out what they actually think about your service or product. Because of this, their feedback on their interactions with the brand is important information that can help the business develop and better serve its
Beyond Philosophy
DECEMBER 29, 2022
As 2022 draws to a close, I like to reflect on the year and what I have learned. I shared them on a recent podcast and thought I would share them here with you, too. Lesson #1: You can never go back to the way things were. You can only progress into something new. We have been waiting for things to return to normal for the past couple of years. First, there was COVID and the lockdown, then came the supply chain issues (predicated by said lockdown), labor issues, a war, rising inflation rates, a
Customer Think
DECEMBER 29, 2022
My comments on Service Recovery as Your Superpower. So often I hear having a service and doing a great service recovery is good for you. Is an unnecessary service because of a defect good for a customer? Get rid of these to increase value. As soon as you believe this, you are a loser. If you need service recovery it means you are already losing customers for not being effective and for not doing the right things in the first place.
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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.
Bill Quiseng
DECEMBER 24, 2022
Ever since I had my stroke in April last year, writing has been literally a labor of love. I hope that you have gained some insight into how to Deliver the World’s Best Customer Experience by not just serving to satisfy customers, but rather to WOW them. I want to thank each of you for reading my blog this year. I very much appreciate you. In appreciation, and in paying it forward, for this New Year, I don’t wish you good luck in the future.
Zonka Feedback
DECEMBER 29, 2022
How significant is client satisfaction in the restaurant sector? If we said something was "super extremely very important," we wouldn't be exaggerating.
ClearAction
DECEMBER 26, 2022
CX Index: Cracking the Code in Your Customer Experience Strategy Lynn Hunsaker. The CX Index measures customer experience among brands in 13 industries. To-date, no industry has reached the “Good” or “Excellent” category; most are in the “OK” category and a few are in the “Poor” category. 1 Accordingly, the CX Index teaches us a lot about what is ineffective in popular CX practices.
Customer Think
DECEMBER 27, 2022
People often mistake customer success for customer satisfaction. However, there’s a drastic difference between both. Customer satisfaction is a concept centered around a company’s profits. On the other hand, customer success is all about facilitating customers with the best-suited solutions that help them achieve their goals or solve certain problems.
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.
Beyond Philosophy
DECEMBER 24, 2022
The end of a year is always a nice reminder to reflect on time passed. It’s a regular milestone where you can check in on your experiences and remember the lessons gained from another trip around our sun. This year has been an interesting one. With a foot half-in, half-out of the pandemic, continuing supply chain issues, rising inflation rates all over the world, and a war in Ukraine, one might even say awful.
Doing CX Right
DECEMBER 30, 2022
The mass cancellations at Southwest Airlines provide valuable business lessons. Learn and apply best practices that are in your control to mitigate disruptions impacting customer loyalty and trust. The post Avoiding Customer Disruptions: Lessons Learned From Southwest Airlines’ Cancellations appeared first on Doing CX Right.
Shep Hyken
DECEMBER 26, 2022
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. Customer Service Heroes: 5 Happy Holiday Tales by Cassandra Vincent. (CSAT.AI) The holiday season is rife with customer service horror stories from both customers and workers.
Customer Think
DECEMBER 27, 2022
Human-Centered Design (HCD) continues to create interest and intrigue among professionals from researchers to innovation specialists. And with good reason: it offers powerful new ways of understanding human behaviors, preferences, and challenges from a uniquely customer-centric perspective. However, there is also a fair amount of confusion about what Human-Centered Design is—and how to best employ […].
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.
Hodusoft
DECEMBER 30, 2022
5 Reasons Why an Enterprise Phone System Is a Business Imperative. Unified Communications systems are rapidly increasing in popularity, with a projected growth rate of 18% CAGR between 2022 and 2030. This growth highlights the importance of seamless and unified phone service in business communications, making enterprise phone systems a crucial part of modern communication systems.
SurveySensum
DECEMBER 29, 2022
Did you know “ Indosat did 20 times more surveys in the last 6 months than in the past 1 year?” . Wondering how? Well, earlier they were struggling with getting responses from their customers via calls. And low response rate means, less customer interaction, and reduced sales. So, what did they do? – They shifted to WhatsApp surveys. Why? Because customers now prefer other platforms in the market, especially, WhatsApp.
The Customer Service Blog
DECEMBER 29, 2022
It's time to celebrate! The Customer Service Blog has just hit the amazing milestone of a QUARTER OF A MILLION readers! Official figures confirm that on 29th December 2022 we had 250,448 readers. This includes around 49,000 people in the UK and around 60,000 people in the USA. During 2022 we have acquired thousands of new readers across Europe and in places further afield such as Hong Kong (where we now have around 29,000 readers) and Indonesia (where we have around 23,000 readers).
Customer Think
DECEMBER 27, 2022
Retailers had a tall order to fill in 2022, adjusting for pandemic-caused changes in shopping patterns, rising prices, a diminishing workforce and unrelenting demand for fast delivery. Yet, the National Retail Federation forecasts retail sales to exceed $4.86 trillion. That represents growth of 6% to 8% over 2021, a year when sales accelerated by a […].
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
ProProfs
DECEMBER 28, 2022
In the 21st century, training instructors are shifting from traditional learning methods to modern approaches where learners can consume the same materials in a self-paced and flexible manner. Learning pathways are one such method that has become extremely important for upskilling learners. . Wondering what a learning path is? These are a group of courses, modules, quizzes, or other activities bundled together, which enable learners to progressively build knowledge through mastery of different t
cxservice360
DECEMBER 28, 2022
Customers are the heart of every business. After all, without your customers, your company couldn’t exist. Far too often, however, the customer experience is not everything we want or hope it to be. Challenges relating to the customer experience are often linked to poor customer service but, again, overcoming obstacles to stellar service is not. Read more.
Lightico
DECEMBER 28, 2022
Let’s face it: managing customer delinquencies, loan extension requests, and other modifications can be unpleasant and time-consuming. Chasing customers for supporting documents and eSignatures and fielding calls — especially about sensitive financial issues — can burden employees and their managers. With Lightico’s Digital Completion platform, banks and credit unions can streamline and digitize loan servicing journeys.
Customer Think
DECEMBER 27, 2022
At a recent event, I spoke to a Chief Technology Officer (CTO) about how it was not untypical for him to have a day of 14 back-to-back half-hour meetings. He explained that this started during the early part of the pandemic, and by 4 pm, he was absolut.
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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.
Hodusoft
DECEMBER 28, 2022
What is Call Center Management? Need, Metrics, and Best Practices. Businesses need a strong communication strategy to deliver seamless customer experiences. Call center management backed by cutting-edge call center technologies helps managers oversee their teams and be on top of things. By implementing call center management, organizations can accurately measure, monitor, and optimize their performance.
Experience Investigators
DECEMBER 27, 2022
The post [Experience Action Podcast] How To Use a Customer Experience (CX) Mission [wp-svg-icons icon="new-tab" wrap="i"] appeared first on Experience Investigators.
Lightico
DECEMBER 28, 2022
Loan origination tends to be a cumbersome, messy process. Banks and credit unions find themselves chasing borrowers for missing supporting documents and information, resulting in wasted time and overhead costs. With Lightico’s Digital Completion platform, financial insitutions can quickly and seamlessly complete the customer-facing side of the origination process.
CX Network
DECEMBER 27, 2022
This ebook explores the role of chatbots in enquiry volume spikes, empathetic digital transformation and the data-led approach to making meaningful contact center upgrades.
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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