Callminer

JANUARY 6, 2021

Read this article to learn how omnichannel technology can enhance customer service.

Omnichannel 331

Omnichannel Technology Technology Customer Service 331

Intercom, Inc.

JANUARY 5, 2021

At Intercom, we believe product managers (PMs) should focus on problems , not solutions. Indeed, our first R&D principle is “Start with the problem.” The secret to shipping successful product, then, is clearly defining for your team the problem that you’re setting out to solve. A great problem statement supercharges product development.

Transportation 279

Transportation Start-ups Finance 279

Beyond Philosophy

JANUARY 8, 2021

It is not often in life that you get the opportunity to reset things. However, as the COVID-19 vaccine rolls out, we have a chance that is, dare I say, unprecedented to reimagine Customer Experience. We have been through a shocking year of change. Now, we can decide what parts of the change we want to keep to respond to what customers want now. We’ve been doing some work with one of our clients recently who will be doing some research.

Customer Experience 179

Customer Experience Start-ups CX 179

Fonolo

JANUARY 7, 2021

Customer perception of service is a key component of customer perception. How well you service and support your customers will distinctly impact how your customers feel about your brand, product, or service. How to Improve Customer Perception of Your Brand. That said, it’s important to know the difference between customer perception of service, general customer perceptions, and customer satisfaction.

Customer Expectations 171

Customer Expectations Customer Satisfaction Contact Center CX 171

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 Satisfaction

Myra Golden Media

JANUARY 5, 2021

Continue the training with me? Join me at De-escalation Academy. This tip is from my De-escalation Academy. In De-escalation Academy, your employees go from feeling overwhelmed and powerless when they have to give customers bad news, to feeling confident, firm, and in-control as they bring down the temperature in interactions and guide customers to next steps.

Customer Experience 133

Customer Experience 133

The DiJulius Group

JANUARY 6, 2021

The Most Remarkable Customer Service Story I have ever Heard When is the best time to invest in your customer experience? 18 months ago. When is the second-best time?—NOW! Now is the time to make your organization’s customer experience your single biggest competitive advantage. You and your company are either an expense that. Read Full Article. The post How to Create an Emotional Connection in a Digital World / The Most Remarkable Customer Service Story I have ever Heard appeared first on The D

Customer Service 119

Customer Service Customer Experience 119

Fonolo

JANUARY 5, 2021

You’ve probably heard of ‘ virtual queuing ‘ or perhaps heard of ‘virtual hold,’ which is a branded virtual queuing solution from VHT. But what exactly is it? What is virtual queuing technology? Virtual queuing technology is the colloquial name for many virtual queuing solutions offered by many of the large contact center platforms, and VHT, the only competitor to Fonolo.

Technology 143

Technology Technology Contact Center Customer Satisfaction 143

Steven Van Belleghem

JANUARY 3, 2021

Take your product very seriously. It’s easy to underestimate the importance of movies and series, but Netflix never made that mistake. They describe entertainment as a basic human need, which feels extra relevant in these pandemic and lockdown-filled times: Entertainment, like friendship, is a fundamental human need; it changes how we feel and gives us common ground.

Entertainment 104

Entertainment Customer Experience Innovation Start-ups 104

ClientSuccess

JANUARY 4, 2021

A customer success manager’s relationship with a customer account doesn’t just begin and end at random. A CSM manages and owns a customer account throughout their entire partnership with a vendor organization, from the minute a sale closes throughout many rounds of renewals. Many times, situations in which a customer becomes upset or frustrated can be attributed to a CSM not having a clear plan in place for transitioning between these different stages.

NPS 104

NPS Start-ups Sales 104

Customer Service Life

JANUARY 7, 2021

This article was originally published on CustomerThink on November 10, 2020, and is being reposted with the permission of the editor. Click here to read the original post. Macros, canned response, scripts, templates…call them what you want. They boast a number of benefits for contact centers handling text-based support channels like email, chat, SMS, social media, and more, including: Improved speed and accuracy when interacting with customers.

Contact Center 95

Contact Center Social Media Start-ups Customer Satisfaction 95

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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.

VOC

Astute

JANUARY 5, 2021

Email surveys are a great way for customer-centric brands to gain actionable insights into their customers' experiences. The post 10 Email Survey Best Practices to Collect Timely Insights appeared first on Astute.

Actionable Insights 91

Actionable Insights Customer Experience 91

Heart of the Customer

JANUARY 8, 2021

As an avid reader dedicated to continually expanding my professional knowledge, I’m always interested in new books relating to customer experience. This is doubly true for the topic of journey mapping, since I contributed to one of the early books on the subject (Mapping Experiences by Jim Kalbach) and co-wrote a comprehensive guidebook (How Hard […].

Voice of the Customer 88

Voice of the Customer Customer Journey Map Customer Experience CX 88

Beyond Philosophy

JANUARY 5, 2021

We are looking at ringing in 2021 with pleasure. How about you? Chances are you are ready to call this year last year, too. Although this year has been anything but usual, we typically look back at this time of year to review what we have learned. So, for better or worse, we shall do that for 2020 as well. The pandemic has presented an opportunity to participate in a forced-perspective taking exercise for all of us.

Artificial Intelligence 88

Artificial Intelligence Machine Learning Government AI 88

Customer Experience Matrix

JANUARY 3, 2021

This August will see the tenth anniversary of Marc Andreessen’s famous claim that software is eating the world. He may have been right at the time but things have now changed: the world is biting back. I’m not referring to COVID-19, although it’s fitting that it took an all-too-physical virus to prove that a digital bubble of alternate facts could not permanently displace reality.

Artificial Intelligence 82

Artificial Intelligence Innovation Gaming Technology 82

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.

AI

Astute

JANUARY 3, 2021

While contact resolution is priority number one, there are four other goals that have a major impact on the customer experience. The post Customer Service Goals: The Top 5 Objectives (+ Examples) appeared first on Astute.

Customer Service 91

Customer Service Customer Experience Contact Center 91

SurveySensum

JANUARY 8, 2021

2020 is not a year you would like to remember, it’s also not a year which any of us can easily forget. It was exceptional in many aspects! A year in which we could experience the worst of humanity and also the best of it. As a company that is focused on improving the ways you help your customer, we reached out to our customers and community to collect some exceptional stories of customer experience.

Customer Experience 81

Customer Experience E-commerce Pharmaceutical Start-ups 81

Lumoa

JANUARY 7, 2021

At what point during the customer journey should you measure how the customer is feeling? In the middle? After their journey is over? Every month? In reality, there are several customer touchpoints along the customer journey where you can (and should!) measure the customer experience, and each requires a slightly different approach. Different surveys help you measure the experience appropriately at all customer journey touchpoints, and there is no one-size-fits-all.

Touchpoint 78

Touchpoint Customer Journey Map Social Media Text Analytics 78

ClearAction

JANUARY 6, 2021

21 Tips for 2021 Customer Experience Excellence Lynn Hunsaker. Customer experience excellence is certainly defined a bit differently now, compared to years past. Some aspects of the new definition are obvious: heightened empathy and benevolence, smoother digitalization, stronger security and safety, greater inclusion and diversity. The 2020s decade is clobbering us over the head with the urgent realization of these essentials.

Customer Experience 77

Customer Experience Net Promoter Score VOC Key Driver Analysis 77

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.

AI

Kate Nasser

JANUARY 3, 2021

For highly effective connection in leadership, teamwork, morale, service & sales, eliminate the static that detours you. Kate Nasser, The People Skills Coach™. The post Highly Effective Connection & Top Performance: Eliminate Static! #PeopleSkills appeared first on KateNasser.com.

Sales 73

Sales Customer Service 73

Myra Golden Media

JANUARY 5, 2021

My Get Angry Customers to Back Down De-escalation Academy is the most comprehensive training for bringing down the temperature in interactions, redirecting conversations, and getting angry customers to back down. “Get Angry Customers to Back Down” is the only training for customer service that not only shows your employees how to redirect verbal aggression and regain control of interactions – but how to get customers to accept their word as final.

Customer Service 71

Customer Service Customer Experience 71

TeamSupport

JANUARY 4, 2021

“Every opportunity that a company has to celebrate something, no matter how small or large that something is, they really should take advantage of it to lift the morale of the employees.” 1 That’s what Matthew Jarzynski, vice president, human resources, Synergy, advises businesses as 2020 works its way into the history books. As business leaders, your focus this year was likely concentrated on adjusting to remote work, reconfiguring your staff according to changing business needs, retaining cust

CRM 69

CRM Innovation B2B Customer Service 69

Beyond Philosophy

JANUARY 2, 2021

There’s light at the end of the tunnel! – Re-imagine your customer experience! There was a time when we thought this moment would never come, but we are almost there. As vaccines roll out worldwide for the SARS-CoV-2 virus, we can see the light at the end of the pandemic tunnel. This unique situation provides an unprecedented opportunity to reimagine your Customer Experience to respond to how the pandemic has changed customer behavior.

Education 68

Education Management Consulting Customer Experience CX 68

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

Customer Experience

C3Centricity

JANUARY 4, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Many people were working from home this year, were you? If so, then I’m sure that because you avoided commuting most days, it gave you the chance to read or listen to more articles that interested you, than you have been able to do in previous years.

Hospitality 62

Hospitality Hospitality Actionable Insights Artificial Intelligence 62

Zendesk

JANUARY 8, 2021

Linda, an entrepreneur and mother of 6, was physically attacked. Ne’Jahra, a high school student, was disrespected. Trevor, an activist, was wrongly accused. What do they have in common? They’re Black. And their perpetrators were police officers. Brandon D. Anderson, a sociologist and entrepreneur, is also no stranger to police violence. He lost his long-time life partner during a routine traffic stop 12 years ago.

Non-Profits 52

Non-Profits Legal Government Start-ups 52

Astute

JANUARY 7, 2021

Efficient customer service is impossible when these 5 things stand in the way. Learn how to improve efficiency, enhance CX, and drive revenue. The post Want More Efficient Customer Service? Stop Doing These 5 Things appeared first on Astute.

Customer Service 52

Customer Service CX 52

The Customer Service Blog

JANUARY 5, 2021

Happy New Year! It's very appropriate that, at the start of a new year, The Customer Service Blog has just hit the magical target of 150,000 readers! Official figures confirm that on 5th January 2021 we had 150,034 readers. This includes 36,000 people in the UK and 32,000 people in the USA. In recent months we have also acquired many new readers across Europe and in places further afield such as Hong Kong and Israel.

Customer Service 52

Customer Service 52

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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.

AI

Confirmit

JANUARY 5, 2021

These days, it’s hard to find a company that doesn’t say it competes on customer experience (CX). At the same time, we know as both CX pros and consumers that many – some might say most – deliver mediocre experiences on a good day and flat-out crummy experiences most of the time. What is the source of this gap between what companies say and what companies do?

Customer Experience 52

Customer Experience Construction CX Customer Expectations 52

Comm100

JANUARY 5, 2021

Live chat connects website visitors to agents in real-time so customers can receive fast and efficient support. But while its popularity and effectiveness have soared in recent years, some worry about the security of live chat. This is understandable. After all, customers often share personal and sensitive information with agents, and it’s critical that none of it falls into the wrong hands.

Compliance 52

Compliance Pharmaceutical Healthcare Government 52

Doing CX Right

JANUARY 4, 2021

The post Onboarding Customer & Employees The Right Way appeared first on Doing CX Right.

CX 52

CX 52

The Customer Service Blog

JANUARY 3, 2021

My Dear Screwfix. I love your customer service. I love your beautiful glossy catalogue. I love all the special offers and discount coupons that you lovingly send me in the post every month. I love your wide range of quality products. I love your refunds policy. I love your friendly knowledgeable staff. I love your reasonable prices and generous trade discounts.

Customer Service 52

Customer Service Retail Customer Satisfaction Customer Experience 52

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.

Technology