eglobalis
APRIL 4, 2021
Change These 6 Fundamentals to Improve Your Digital Transformation and Supply Chain Experience customerexperience supply chain experience. The post Change These 6 Fundamentals to Improve Your Digital Transformation and Supply Chain Experience appeared first on Eglobalis.
Intercom, Inc.
APRIL 8, 2021
Joel Friedlaender is the founder of Cliniko , a practice management software for clinics and allied health practitioners to manage their scheduling and booking, patient records, invoicing, and more. When he started the company with his partner about 10 years ago, the healthcare industry felt like it was still stuck in the past, technologically speaking.
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Inside Customer Service
APRIL 8, 2021
Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. "We're working on ways to Wow our customers." It's a message I receive from a lot of subscribers to the Customer Service Tip of the Week, my free weekly email.
Beyond Philosophy
APRIL 9, 2021
Let’s imagine that you’re an account manager with 200 customers. If you know that 80 percent of your revenue comes from 20 percent of those customers, what do you think happens to the other 80 percent that only accounts for 20 percent of the revenue? Yep, you guessed right, not much. However, the reason not much happens with these accounts could be influenced by the biological amount of bandwidth you have for maintaining relationships.
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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.
ECXO
APRIL 5, 2021
SHARE ARTICLE. Share on facebook. Share on twitter. Share on linkedin. Share on email. Share on whatsapp. Q. Alan, what is your take on a big CX Transformation Programme as a Strategy? A. It doesn’t work!! Image Headway, Unsplash. When I was asked to share my views on this topic it felt familiar, I have been asked this before by clients and prospects, by CX Practitioners and CEO’s and my answer is always the same.
Futurelab
APRIL 4, 2021
In last week’s post, I wrote about some findings in Salesforce’s latest State of the Connected Customer report. One of the graphics for the first finding, “customer connections are essential,” stood out to me. The title of the chart is, “Amid Crises, Experience Remains a Key Differentiator.” I agree with that. It’s the sub-title that struck me: “The Experience a Company Provides Is as Important as Its Products or Services.”.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Totango
APRIL 7, 2021
In this blog series, we discuss different Totango integrations that help to harness the powers of all of your technology platforms into one dynamic system. The Totango API provides a full customer 360 view and helps improve your team’s efficiency so you can take your customer success to the next level. . This article explores Totango’s workflow integrations including Segment and Zapier, but these are just a few of the ways you can automate and streamline your workflows with Totango.
Taylor Reach Group
APRIL 8, 2021
By Turaj Seyrafiaan. Quality versus Efficiency? And the winner is …. Anyone that has ever worked in a contact center, knows the importance of efficiency. In a typical contact center, we measure efficiency from every angle: Number of contacts per hour, Average Handle Time (AHT) , After Call Work (ACW) and Agent Occupancy just to name a few! In fact, contact centers were created to provide efficiency and reduce costs.
Futurelab
APRIL 4, 2021
I originally wrote today’s post for GetFeedback. It appeared on their site on July 25, 2020. Tags: Annette Franz (Gleneicki) customers experience marketing customers experience design Facebook Like. Linkedin Share Button. Tweet Widget.
Fonolo
APRIL 6, 2021
Don’t let your business fall short when it comes to delighting customers with great customer service. Every time a customer interacts with one of your sales associates or call center agents, the outcome will impact how shoppers perceive your retail brand. Here are 5 best practices for customer service to empower your associates. 1. Master the “FAB” Formula.
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.
Heart of the Customer
APRIL 9, 2021
Does it take you five hours to update your customer health dashboard, only to have three people barely glance at it? Worse yet, did someone else send out an Excel report that everyone read instead, even though you have a dashboard for their use? In other words, is your dashboard on mute? Read below for […]. The post Turn Your Dashboards Up to 11 appeared first on Heart of the Customer.
Conversocial
APRIL 6, 2021
Customer engagement now happens beyond the contact center. 2020's Digital Reckoning means customer expectations have changed for online interactions with their favorite brands. As demand for better digital experiences grows, it provides the chance to add more feathers to a brand’s bow when it comes to customer engagement. Rather than being purely reactive to customer queries, it’s now possible to use private messaging channels for proactive CX, particularly when it comes to customer acquisition.
Futurelab
APRIL 4, 2021
I recently got my hands on a copy of Salesforce’s latest State of the Connected Customer report, which captures customers’ thoughts from midway through 2020 and, ultimately, the pandemic and other societal crises during the year. At this point, the key findings are probably not a surprise to read, but the details and stats behind them are interesting, nonetheless.
Zendesk
APRIL 9, 2021
Customer experience (CX) has always been integral to a company’s success, but its significance has grown considerably in the midst of the COVID-19 outbreak. According to the Zendesk Customer Experience Trends Report 2021 , half of all customers say that CX is more important to them now than it was a year ago. With the pandemic creating potentially lasting shifts in consumer preferences and customer service strategies, there are suddenly new—and higher—standards for what’s CX-ceptional in the eye
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.
LitmusWorld
APRIL 6, 2021
Importance of NPS® for Indian Banks Customers are the backbone of any business. And yet a customer’s journey, loyalty and experience are a low priority for banks. As a result of the pandemic, more users Read more… Importance of Net Promoter Score for Indian Banks appeared on LitmusWorld.
Comm100
APRIL 9, 2021
Today’s customer service expectations cross over industries. If a consumer has a positive experience in one industry, they’ll expect it in another. Because of this, today’s clients are likely to judge the customer support from their bank by comparing it to other experiences like paying a phone bill online or ordering food on a delivery app. With these retail-based, transactional services now setting the bar for customer experience, financial institutions are no longer just competing with others
Qmatic
APRIL 6, 2021
During the past year, government offices around the world have closed down many of their services to the public. With vaccinations taking place, public offices should be able to reopen, but with a backlog of cancelled visits, the demands on their services will be bigger than ever. Here I will tell you how government offices, city halls and other public service offices can go about to ensure social distancing and a safe environment but still provide excellent service and customer experience to th
Zendesk
APRIL 5, 2021
When the COVID-19 pandemic hit, most companies and workers weren’t ready for remote work life. But in the midst of the global health emergency, we were all forced to adapt to this new normal. Now, about a year into living in a pandemic-struck world, many of us have settled into new routines. A recent PwC study found that 83 percent of companies think they’ve successfully transitioned to remote work.
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
Conversocial
APRIL 8, 2021
With iOS and Android, Apple and Google dominate the mobile operating system market, with a nearly 100% global share. If brands are looking for a way to reach new customers, going through the native apps available on virtually every smartphone in the world is a pretty good starting point.
Beyond Philosophy
APRIL 3, 2021
Throughout human history, it seems that around 150 is the number of meaningful relationships any human can maintain. Oxford University’s anthropology professor Robin Dunbar discovered this number by studying monkey groups and extrapolating that number to match the human brain’s capacity. Understanding why this is can help you optimize your ability to manage your team, your business, and even your social media feed.
SixteenVentures
APRIL 6, 2021
The phase of the customer lifecycle that gets the most attention is Customer Onboarding, yet ironically (or tragically), most people fail to understand what onboarding really is, and few do it well. And even though Onboarding is something people talk about all the time, experts abound with advice and blueprints and templates, and thought leaders drone on about “first impressions,” the fundamentals of effective customer Onboarding seem to be totally missing.
Kerry Bodine
APRIL 7, 2021
Hard-hitting content. Sessions that fit into your workday. Our two-part virtual bootcamp delivers a practical primer on journey mapping that you can immediately put into action for your organization. Part 1: Introduction to Journey Mapping. This introduction will help you build a solid understanding of the journey mapping methodology and how you can apply it to specific business challenges.
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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.
ClientSuccess
APRIL 6, 2021
Customer success is one of the critical functions of any successful SaaS company, and as such it requires a platform that is fully dedicated to the strategic needs of a customer service team. As the needs and responsibilities of customer success teams change over time, tools must be able to keep up with the changing nature of the business. As such, it is a necessary step for customer success teams to re-evaluate their platform features and functionality to make sure the tools are up to the task.
Conversocial
APRIL 9, 2021
Hello and welcome to. The Conversation Round-Up. where I sift through the latest news and trends in messaging, automation and customer experience to bring you the stories that matter.
Intercom
APRIL 7, 2021
The wider global business scene is finally realizing what many successful companies have known for quite some time now: customer support is the face of your company. At a time when your customer-facing interactions are more impactful than ever, it’s not good enough to provide “good enough” support ; you need to provide high-quality experiences, every time.
TeamSupport
APRIL 6, 2021
Gone are the days of siloed customer support, successful organizations can and must collaborate to truly enhance the customer experience. Forrester's Kate Leggett said it best, "Executives don't decide how customer-centric their companies are, customers do.". Customers prefer omnichannel support options. While multi-channel, or omnichannel , is a term that's thrown around a lot these days, it's important to understand the difference between simply offering different channels for customers to use
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
Totango
APRIL 7, 2021
In this blog series, we discuss different Totango integrations that help to harness the powers of all of your technology platforms into one dynamic system. The Totango API provides a full customer 360 view and helps improve your team’s efficiency so you can take your customer success to the next level. . This article explores Totango’s data file storage integrations including: Amazon S3, Dropbox, and Google Cloud Storage, but these are just a few of the ways you can integrate your data. .
Kerry Bodine
APRIL 7, 2021
Hard-hitting content. Sessions that fit into your workday. Our two-part virtual bootcamp delivers a practical primer on journey mapping that you can immediately put into action for your organization. Part 1: Introduction to Journey Mapping. This introduction will help you build a solid understanding of the journey mapping methodology and how you can apply it to specific business challenges.
Doing CX Right
APRIL 9, 2021
Employee experience matters just as much, if not more than the customer experience. Learn why and what you can do to differentiate your brand. The post Why You Must Drive the Customer Experience with the Employee Experience appeared first on Doing CX Right.
Gainsight
APRIL 8, 2021
We’ve all been there—you’ve binged so much that your favorite streaming provider is asking if you’re still there, watching your favorite show. I guess they did not imagine it possible to sit still on your couch for six hours straight! Just like your provider of choice, Gainsight’s Pulse Everywhere 2021 has something for everyone—whether you work in customer success, success operations, or product management.
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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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