Intercom, Inc.
JUNE 23, 2020
The internet is moving more businesses and people online, and driving a huge increase in inbound support volume. Meanwhile customer expectations are rising – they expect better experiences and immediate support resolutions. The internet is also driving an explosion in customer choice, allowing them to easily switch to businesses who provide better experiences.
Callminer
JUNE 24, 2020
Learn what makes customer analytics so powerful in providing actionable developmental insights to growing companies.
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Beyond Philosophy
JUNE 25, 2020
Customer Memories are a fascinating subject. In many ways, they are what your Customer Experience is, at least from the customers’ perspective, which we also discussed on a recent podcast. They are certainly the most critical element of your customer loyalty. However, these are big ideas about memory, and the purpose of my newsletter today is not to wax philosophical about how incredible and impactful memories are.
The DiJulius Group
JUNE 24, 2020
In this episode, Dave Murray talks with Dan Gingiss, speaker, consultant, and the author of Winning at Social Customer Care. He also co-hosts Experience This! Podcast. Dan has a 20-year experience in Corporate America, mostly as a marketer, and eventually as a customer experience guy. He worked at large companies such as McDonald’s, Discover, and.
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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.
Intercom, Inc.
JUNE 22, 2020
In-app messaging is a key component of a strong customer engagement strategy – one that reaches users at the right place, at the right time, and is consistent across platforms. With our recent launch of Mobile Carousels , we tapped into the possibility of creating and nurturing better customer relationships through mobile. Here, we take a deep dive on in-app messaging – defining exactly what it is and how to make it work best for your customers.
Callminer
JUNE 22, 2020
QA metrics refer to the data your company uses to measure performance. Interestingly, QA metrics can vary significantly by industry, since they reflect performance as defined by that industry.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
ProProfs
JUNE 26, 2020
Gladiolus. This was the word that made 11-year-old Frank Neuhauser the winner of the first-ever Scripps National Spelling Bee held in 1925. Imagine teaching someone vocabulary at that time! These days creating a vocabulary quiz is a great way to make the language learning process easy and fun. It is a great way of introducing new words to students and making them remember it. .
Intercom, Inc.
JUNE 25, 2020
Allyship is something we have been thinking about a lot recently at Intercom. Over the past few weeks on the podcast we have heard from a wide range of voices about the many and varied prejudices and biases that exist within the tech ecosystem. We’ve also been hearing how we can do better, where we can help and where we need to listen – as a company and on an individual level.
The DiJulius Group
JUNE 24, 2020
1. Feature Article How to Get Company Wide Buy-In By Jess Pischel, Customer Experience Consultant When you are making a change or implementing a new project, it is inevitable that you will have some individuals or departments that are resistant to the new plan. That is because people usually do not like change. This. Read Full Article. The post How to Get Company Wide Buy-In appeared first on The DiJulius Group.
Myra Golden Media
JUNE 23, 2020
I was just on my YouTube channel reading comments. Andrea’s comment made me put down my cup of tea – “I am struggling. Sometimes I get cursed out five or six times back to back. I’m starting to sound like a robot. ” Like many customer service professionals, Andrea is experiencing what I now call the “COVID-19 Effect.” Customers are on edge about their money, whether to wear a mask or not, and from cabin fever.
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.
TeamSupport
JUNE 23, 2020
How well do you really know your customers? It’s the question we asked in Part 1 of this blog series and answered with why it’s important in maintaining and growing your B2B (business-to-business) customer relationships. But what about prospective, or future, customers? Is it worth the time to get to know them as well? Yes, it absolutely is. And for some of the same reasons as we talked about in Part 1.
Intercom, Inc.
JUNE 22, 2020
This year has unfolded in ways that nobody could have predicted, testing us in all sorts of unprecedented ways. But it’s how we react in the face of adversity that matters – this is how we’re going to mark Pride 2020 at Intercom. At InterProud, our employee group for our LGBTI+ employees and allies, we were hoping to build on the success of last year’s celebrations and events , where we partnered with BeLonG To Youth Services , a charity that does incredible work to support LGBTI+ yo
Totango
JUNE 26, 2020
The COVID-19 pandemic increased the risk of customer churn across almost every industry. Forrester predicts that software growth as a whole will slow down to two to four percent or may be flat if a recession occurs. However, you still have a say in how well your business makes it through this period. COVID-19’s effect on customer churn may have already begun, but there is still plenty you can do to increase customer engagement and retain the customers you have worked hard to win.
Heart of the Customer
JUNE 25, 2020
Most customers don’t just suddenly disappear. When dissatisfied, they move over to an exit lane and chug along while waiting for an excuse to cut ties to your organization. If, like many companies, you’re not paying attention when they turn on their blinkers to make that move, you’re making a costly mistake. To avoid missing […]. The post Use Smart AI to Reduce Churn in Three Steps appeared first on Heart of the Customer.
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.
ProProfs
JUNE 25, 2020
Schools and universities have been closed. . Exams stand canceled. . COVID 19 outbreak has wreaked havoc on educational institutions across the world and changed education as we know it. The closure of schools and colleges following the imposition of lockdown has cast uncertainty on the future of education, particularly the ongoing school year. This emergency situation has affected 1.725 billion learners in 134 nations across the world, according to UNESCO.
Intercom, Inc.
JUNE 24, 2020
The Conversational Support Funnel helps modern support teams provide personal, efficient support to customers, at any scale. Learn how to set up and optimize the funnel with the new Starter Kit guide ??. Here’s the predicament: today, customer expectations are at an all time high. At the same time, support teams are grappling with a rise in conversation volumes.
Gainsight
JUNE 23, 2020
Hello! My career in events started back in 2008 as a sales associate supporting sponsorship fulfillment. I fell in love with the nitty-gritty details of my job so I ventured out of sponsorship fulfillment and dove right into event management. Fast forward 12 years, I landed my dream job as the Director of Corporate Events at Gainsight, giving me the experience of working on both the client and agency side of event production and the opportunity to oversee the corporate events team here at Gainsi
Fonolo
JUNE 23, 2020
As we transition back to the call center, we all need to do our part to keep our teams safe and prevent the spread of the virus. We thought it would be useful to review the various workplace safety and prevention guidelines that have been released from various public health departments, to determine how they can be applied in the workplace. We’ve summarized how the key points of each document pertain to you and your call center team, but we encourage you to also read the source documents t
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
ProProfs
JUNE 21, 2020
Sexual harassment is a serious issue in many U.S. states. In this blog post, we’ll be focussing on the State of New York. The State of New York (NYS) spent over $11 million on sexual harassment claim settlements in the past decade. In fact, along with Texas and Florida, New York filed the most number of sexual harassment charges with the Equal Employment Opportunity Commission (EEOC) and Fair Employment Practices Agencies (FEPAs) in the fiscal year 2018.
Intercom, Inc.
JUNE 23, 2020
In today’s very special bonus episode, we’re joined by leaders from our Product and Support teams to hear about the new Conversational Support Funnel – why we built it, how we use it, and our vision for the future. For further information on the Conversational Support Funnel and today’s announcement check out this blog post from our SVP Product Paul Adams.
Chip Bell
JUNE 23, 2020
The daffodils and crocus flowers greeted me this sunny morning as I walked out into the side yard. It was as if they were showing off their best behavior, aimed at enriching my life. They are my friends. They come back every year and seem to thank me for serving them well. We make sure the beautiful flowers are fertilized, weeded, and watered under the watchful eye of a landscaper and a reliable sprinkler system.
Customer Bliss
JUNE 22, 2020
During this time, I’ve been hosting weekly live conversations on LinkedIn , with C-Suite leaders, authors, and experts in their respective fields. They’ve included influential authors like Seth Godin and CEOs like Leslie Stretch. These conversations span across a range of industries but tend to have an overarching theme that comes back to the importance of leadership bravery.
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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.
Lumoa
JUNE 24, 2020
Get inspired by these 60 customer experience quotes from well-known leaders and motivate your team to become more customer-focused.
Qualtrics
JUNE 20, 2020
A primary focus of an employee experience program is career and leadership development for employees, Qualtrics does this using our 360-degree feedback software. In the spirit of leadership development, we gathered a few quotes about leadership from noteworthy leaders, helping us define what separates good leaders from great ones. Share these leadership quotes with your team members and managers when they need a bit of motivation.
CSM Practice
JUNE 23, 2020
If you are a Customer Success Manager walking down the path of establishing a continued strong relationship with your clients, there are some activities that you should pay attention to. Demonstrating the value for the clients is one of the most important roles a Customer Success Manager must perform effectively. The Quarterly Business Review is one of the most important activities a Customer Success Manager must perform to offer value for their clients.
TeamSupport
JUNE 22, 2020
How well do you really know your customers? In a B2C (business-to-consumer) environment, it is very rare to know your customers since the focus on each interaction is generally on resolving one issue or ticket at a time. Often, the very first contact the company ever has with a customer in that environment may be through a call center, where they have a simple request like asking for an update on their order.
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
ClientSuccess
JUNE 22, 2020
In 2020, it seems as though there is a technology solution for everything – especially for SaaS organizations and teams. One of the biggest breakthroughs of the last decade or so is CRM, or Customer Relationship Management platforms. These systems help account managers, salespeople, and executives report on, keep track of, and control client interactions throughout a customer lifecycle.
Totango
JUNE 25, 2020
Our CXO Series is a space for leaders across a variety of industries to discuss current challenges and share innovative solutions to drive customer success. Last week we had the exciting opportunity to hear from Ilana Brown, VP of Customer Success at SevenRooms. SevenRooms is a hospitality platform designed to help operators maximize profits, build customer loyalty, and create truly exceptional guest experiences.
Qualtrics
JUNE 22, 2020
Customer satisfaction reflects the expectations and experiences that the customer has with a product or service. Consumer expectations reflect both past and current product evaluation and user experiences. Think about any major purchases you've made recently. Did you research your purchase? Did you collect information from advertising, salespersons, friends, associates, or even test the product?
Knowmax
JUNE 26, 2020
Knowledge Sharing: What are its different benefits in an organization?
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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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