eglobalis
JULY 26, 2020
How Complexities Prevent and Improve Employee and Customer Experience. The post How Complexities Prevent and Improve Employee and Customer Experience appeared first on Eglobalis.
Callminer
JULY 30, 2020
No company wants to receive complaints about bad customer service, but even companies that strive to create exceptional customer service will occasionally disappoint a customer. In many cases, those complaints first reach the ears of a call center rep. That’s why patience, empathy, and active listening skills are among the most important skills every call center rep should have.
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Intercom, Inc.
JULY 29, 2020
The notion of storytelling has pervaded the marketing world as of late. Companies work to unlock the story of their brand , to tell the story of their target customers, use data to tell stories about their industry or provide further insights. The word has popped up in job descriptions: rather than writers and editors, companies hunt for storytellers who can bring their content to life ( Microsoft even has a chief storyteller ).
Heart of the Customer
JULY 31, 2020
You probably moved into customer experience (CX) because of a passion for customers. You chose this space because you know that if you can improve customers’ experiences with your company, they will be happier, they’ll stay with you longer, and both the business and your customers will prosper. But actually improving the experience is hard. […].
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
Beyond Philosophy
JULY 25, 2020
Mastering the Illusion of Control. Humans often feel like we have more control over things than we do. Despite overwhelming evidence to the contrary—and even regular common sense—we think that if we do things in a certain way, we can influence what happens around us, particularly during sporting events. This concept is called the Illusion of Control.
Callminer
JULY 29, 2020
A panel of customer service experts and call center professionals explain how call center reps should address complaints about bad customer service.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Fonolo
JULY 28, 2020
A recent Brand Sentiment Report from Vesta has investigated customer perceptions during COVID with some interesting findings. More than half of the 6,000 people surveyed said that their perceptions of brands has changed since the COVID crisis began. Consumers rated empathy and responsibility as key factors in determining their perception. Why is consumer perception important?
Totango
JULY 31, 2020
Customer retention is critical to success in today’s customer-centric economy. Onboarding sets the stage for customer retention by beginning a positive long-term relationship between you and your customer. For SaaS companies especially, the speed and ease with which your customers can progress through new user onboarding will act as the first indicators of how smooth their use of your product will be going forward.
ProProfs
JULY 31, 2020
Online learning is helpful to every business sector, but it is particularly remarkable for the corporate world. This is because most companies today employ online learning solutions for employee training. . According to a survey conducted by Bersin & Associates, 60% of 2,000 managers they interviewed prefer to use online training because they find it beneficial not just for the learners themselves but also for the business.
TeamSupport
JULY 27, 2020
As published in CustomerThink , July 1, 2020. This decade has begun with economic uncertainty. From COVID-19 to political and social movements, businesses of all types have been impacted by these events resulting in major fluctuations in consumer trust. Research indicates that companies geared up for a spike in churn during Q2, and while it has proven to be not quite as dramatic as they thought, increasing retention and reducing churn or downsells is a top priority going into the second half of
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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.
The DiJulius Group
JULY 29, 2020
1. Feature Article Why You Need to Be Collecting VOC and CSAT By Jess Pischel, Customer Experience Consultant There is often some confusion when it comes to Voice of Customer (VOC) and Customer Satisfaction (CSAT). While they are two very different aspects of the customer opinion, the information collected from each are very important. Read Full Article.
Totango
JULY 31, 2020
As virtual teams and remote engagement become the norm for Customer Success teams, staying on top of customer needs and expectations is becoming more challenging. In particular, correctly identifying, engaging, and managing your key stakeholders is critical to driving adoption, minimizing risk, and ensuring long term relationship success. Yesterday, Totango hosted our third CXO series event for Customer Success executives.
PeopleMetrics
JULY 29, 2020
I have been writing and taking surveys for 30+ years. Over that time, I have taken a lot of very bad ones. And when I first started writing surveys, I wrote my fair share of bad ones too. Today, there are more surveys sent out than ever before. And this means more bad surveys than ever are being sent out to customers, guests, patients, and employees.
SurveySensum
JULY 28, 2020
The survey response rates are a strong indicator of relationship strength with your customers, especially with the large strategic accounts in B2B Saas. . It gives you an opportunity to engage with your customers and understand what is working and not working for them. The valuable feedback gets you an accurate predictor of retention and offers you with trustworthy insights that can help you in adopting the VOC program across your organization. .
Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin
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.
SixteenVentures
JULY 31, 2020
The best place to set up our relationship with the customer for huge success is right from the beginning and it doesn’t get any earlier than the Sales to CSM Handoff. . Of course, the Sales to CSM Handoff is also where we can (and often do) completely drop the ball and set the relationship with the customer up for massive failure right out of the gate. .
TeamSupport
JULY 29, 2020
“Cloud is about how you do computing, not where you do computing.” – Paul Maritz, VMware CEO. Once you decide to implement a new B2B customer support software solution, the first step is to do an internal assessment to determine how to choose the right provider. In Part 1 we recommended starting with determining if the system you choose should be cloud-based (a server hosted in the Cloud) or on-premise (application is installed and maintained on the company's internal servers), and we gave you a
Customer Experience Matrix
JULY 25, 2020
Call me a c**k-eyed optimist, but marketers may actually be getting better at buying software. Our research has long shown that the most satisfied buyers base their selection on features, not cost or ease of use. But feature lists alone are never enough: even if buyers had the knowledge and patience to precisely define their actual requirements, no set of checkboxes could capture the nuance of what it’s actually like to use a piece of software for a specific task.
Confirmit
JULY 29, 2020
Well. It’s been quite the year so far. I think we can safely say that anyone back in 2015 who was asked the dreaded interview question “Where do you see yourself in five years’ time” didn’t get too close to the mark. With the possible exception of Bill Gates. While the pandemic has turned the world on in its head, there’s been a lot of non-pandemic-based activity in the worlds of research , insight and customer experience (CX) too.
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.
ClientSuccess
JULY 30, 2020
For most modern technology organizations, there is a solution for everything. Over the last few years, one platform – Customer Relationship Management (CRM) – has reigned supreme as the ‘must have’ solution for marketing, sales, and operational teams. While CRM has traditionally been associated with pre-sales and sales objectives, many customer success teams are starting to look at post-sales CRM options to help address a variety of customer needs.
TeamSupport
JULY 27, 2020
You want to stop focusing only on getting tickets closed and instead work on building strong relationships with your customers. You’ve determined that e-mails and spreadsheets are no way to manage support interactions. And you want to break down the silos between support, sales, and product development and improve collaborations between these departments.
The DiJulius Group
JULY 30, 2020
“We are not in the coffee business serving people, we are in the people business serving coffee. People want to be part of something larger than themselves. They want to be part of something they’re proud of, that they’ll fight for, and that they trust. “ – Howard Schultz This is what Starbucks has built. Read Full Article. The post How We Can All Learn From Starbucks in How They’ve Revolutionized the Customer Service Industry appeared first on The DiJulius Group.
Confirmit
JULY 28, 2020
We’re delighted that the Confirmit AIR Awards submissions are already flooding in. If you’re still deciding whether to enter, be quick! The deadline is two weeks away but there’s still time. We’ve had lots of questions from customers, so if you need answers or reassurance that you’re on the right track the AIR Awards team is here to help!
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
Comm100
JULY 29, 2020
If you’re reading this, you likely have either just implemented live chat on your website or are thinking about it. If you’re the latter, let us help you make your decision – 75% of people prefer live chat over any other channel and it leads to a 40% increase in conversion rate. Convinced now? Whatever your industry, live chat is an incredibly effective channel – when used correctly.
Hodusoft
JULY 27, 2020
Logistics sit in the middle. On the one side are the end buyers relying on logistics for quick and safe delivery of products. On the other side, there is the client or seller making use of logistic services. Any reduction in quality of service leads to dissatisfaction and possible customer churn. This situation is entirely avoidable with the use of omnichannel contact center software.
The DiJulius Group
JULY 29, 2020
Culture reflects leadership – and sometimes, you need to do things wrong in order to finally get them right. In today’s episode, learn how to be the leader that you need to be so you can create a culture you can truly be proud of. Chief Revolution Officer John DiJulius of the DiJulius Group chats. Read Full Article. The post 014: If It’s Worth Doing, It’s Worth Doing Wrong with Arnie Malham appeared first on The DiJulius Group.
Confirmit
JULY 27, 2020
BAE Systems ran annual or bi-annual engagement surveys for all employees. This was useful, but spent too much time on the survey process, and too little time on action. The team wanted to expand the types of surveys deployed and who could issue them to increase insights and drive action. They needed a solution that was flexible, agile, scalable and customizable.
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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.
Steven Van Belleghem
JULY 27, 2020
Enjoy this 1 minute video to learn more! The post Turning Hierarchy Around. Get CEO and Management Serving Customer-facing Staff appeared first on Steven Van Belleghem.
Qualtrics
JULY 29, 2020
Education leaders must do something they have never done before – safely teach and care for children during a global pandemic. How do they do this? By frequently listening, learning and acting on how their students and teachers are working and feeling in the ongoing new normal. COVID-19 introduced a highly complex set of challenges with few unambiguous solutions.
Knowmax
JULY 31, 2020
Simplify Customer Service Policies With Advance Knowledge Management.
SugarCRM
JULY 31, 2020
The cloud is a powerful tool for business, and we recognize that at SugarCRM. It’s why we optimize our CX suite for cloud enablement but there’s a striking difference between what we do and what others do: We don’t offer proprietary cloud. Wait, what? Didn’t you just say that the CX suite is cloud-centric? Don’t you have SugarCloud? You read that right.
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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