eglobalis
SEPTEMBER 14, 2020
Professional Services in Alignment with Your Experience Management , customer success. The post Is Your Professional Services in Alignment with Your Experience Management? Part I appeared first on Eglobalis.
Intercom, Inc.
SEPTEMBER 15, 2020
Customer engagement has never been more essential to business survival. Retaining your hard-won customers is the difference between success and failure for online businesses, and the key to retention is excellent customer communication. Successful customer engagement depends on sending the right message, at the right time, and in the right place. Getting this delicate dance right, however, requires careful choreography, with every step considered and planned.
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Callminer
SEPTEMBER 14, 2020
Business analysts play an integral role in any industry, but they’re especially vital in call center operations. Responsible for evaluating requirements and existing business processes, business analysts identify areas for improvement and develop and implement solutions. They help call centers continuously optimize their processes and provide better experiences for both call center employees and the customers or clients they interact with.
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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.
Beyond Philosophy
SEPTEMBER 17, 2020
Do you still have the box your phone came in? Chances are if you own an iPhone, you probably do. It turns out, we like the look of Apple products’ boxes so much, many of us can’t bear to throw them out. It turns out that the use of color and package design, among other aesthetic elements, affects customer behavior more than you might think. .
Intercom, Inc.
SEPTEMBER 17, 2020
But, there’s one company who believe that’s not always the case. Kyum Kim is the Head of U.S. Operations and co-founder of Blind , the anonymous social platform for verified professionals. The company was originally founded in South Korea and made the move to Silicon Valley in 2015 – it quickly became adopted as a place for employees from the likes of Apple, Facebook, Google, Microsoft, and more to discuss the internal culture of their companies.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Callminer
SEPTEMBER 13, 2020
A panel of business analysts and call center leaders address what the optimal role of the business analyst is in call center operations.
Myra Golden Media
SEPTEMBER 17, 2020
We have to give customers a lot of bad news these days. “No, we can’t cover your machine that is 12 years past warranty.” “We’ve temporarily closed a number of our call centers for the safety of our employees. As a result, we are no longer supporting customers over chat.” (True story). “I can’t let you board this bus without a mask.” “Due to our COVID-19 safety measures, we now have to push your service appointment out two weeks.”
Fonolo
SEPTEMBER 17, 2020
It’s easy to get fixated on labels. That’s why, in the contact center world, extroverts are more sought after than introverts. In reality, there is no perfect personality type that will fulfill everything you need. For starters, contact center agents do more than just answering calls and emails. They are required to tackle complex situations and manage many different tasks.
C3Centricity
SEPTEMBER 14, 2020
Denyse Drummond-Dunn · Is the future of retail in the stars? “Never miss an episode. Subscribe on Apple Podcasts to get new episodes as they become available.”. Will the future of retail be without physical outlets? I remember having a very interesting discussion with a new client a couple of years ago on exactly this topic. Like many CPG companies, they were considering online retailing.
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.
Beyond Philosophy
SEPTEMBER 12, 2020
I have the box my iPhone came in. So do many of you, I would guess. Many people keep their iPhone boxes. We keep them for various reasons, and most of them boil down to because we like how they look. It turns out, customers care a lot about how things look, and it influences their buying (and box-keeping) behavior. This episode of The Intuitive Customer explores the research of Claudia Townsend, associate professor of marketing at the University of Miami at the Miami Herbert Business School.
The DiJulius Group
SEPTEMBER 16, 2020
1. Feature Article How to Make an Inspiring New Employee Orientation Class By John DiJulius, Chief Revolution Officer Early on in my career I had the pleasure of attending the Disney University in Orlando, Florida, where I took Disney’s Approach to People Management course. Where better to learn how to create a world-class culture. Read Full Article.
Fonolo
SEPTEMBER 15, 2020
Despite their community-conscious values and financial prudence, credit unions are struggling to win the wallets of Gen-Z because they’re not meeting their expectations technologically. It may not seem long since millennials started shaking -up the marketplace, but Gen-Z is already hot on their heels. 33% of the youngest generation have already entered the workforce, and around two-thirds already have bank accounts of some type. 33% of the workforce has already entered the workforce - are
Steven Van Belleghem
SEPTEMBER 17, 2020
So the message is simple: always base your strategy on this end customer. If you gear your strategy too much to the role of the intermediaries, there is a good chance that you will one day wake up to find the market completely changed. Maintaining contact with and having a good understanding of your end customers will allow you to make necessary adjustments in good time.
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.
Heart of the Customer
SEPTEMBER 18, 2020
I’ve been writing about how to apply John Kotter’s change management work to CX. This week, I’ll tackle Step Six: Generate Short-Term Wins. The good news is that CX programs frequently excel at this. Many organizations have focused internally so much that they can easily find areas where they can develop quick wins. Whether they […]. The post Propel CX Momentum With Quick Wins appeared first on Heart of the Customer.
The DiJulius Group
SEPTEMBER 16, 2020
Darren LaCroix went from being a struggling stand-up comedian to winning the title of The World Champion of Public Speaking in less than nine years. He may have been born without a funny bone in his body, but he possessed the desire to learn and the willingness to fail. This self-proclaimed student of comedy is. Read Full Article. The post 021: Boring Loses Business with Darren LaCroix appeared first on The DiJulius Group.
Kate Nasser
SEPTEMBER 13, 2020
Resist these customer service urges that you will otherwise regret. Latest tips fr Kate Nasser, The People Skills Coach™ | Leadership Customer Experience. The post How to Resist These Irresistible Customer Service Urges | #CX #CustServ appeared first on KateNasser.com.
TeamSupport
SEPTEMBER 16, 2020
In Part 1 and Part 2 of this blog series based on the whitepaper co-produced by ServiceXRG and TeamSupport, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes, and about the evolving role of B2B customer support. We conclude this series with customer support versus customer success.
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
Customers That Stick
SEPTEMBER 15, 2020
Chip Bell innovates the world of customer service with the best practices of customer-centric organizations and provides powerful cutting-edge ideas and unique strategies that business leaders can immediately act on. Getting Inside Your Customer’s Imagination. Did you know that some of your favorite products today were ideas from customers? Customer co-creation has been around since the 20th century — minus the fancy name.
The DiJulius Group
SEPTEMBER 17, 2020
Emmy Award-winning journalist, author, speaker, and coach Adrienne Bankert shares some valuable insights from her new book, Your Hidden Superpower: The Kindness that Makes You Unbeatable at Work and Connects You with Anyone. One of the main points in her book is practicing kindness – intentionally. But how do we make sure we do it. Read Full Article.
UJET
SEPTEMBER 15, 2020
With more data and systems available than ever before, improving the customer experience shouldn’t be a guessing game. The most effective customer service organizations are extremely data-driven, analyzing every aspect of its interactions and outcomes holistically, right down to the individual agent and customer level. They take this data and continually analyze what works, what doesn’t, and how to improve results for both their customers and their stakeholders.
TeamSupport
SEPTEMBER 14, 2020
In Part 1 of this blog series, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes—based on the whitepaper co-produced by ServiceXRG and TeamSupport. Now in Part 2, we’ll talk about the evolving role of B2B customer support. Although the fundamental Support model may not need to change, the objectives and outcomes from Support operations must increasingly focus on sustaining and retaining e
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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
SEPTEMBER 16, 2020
There’s no denying that customer journey and customer experience are hugely important to the success or failure of a business. You want to keep your customers happy. This has been true since human beings began trading currency for services. And while the means by which we market and serve our customers has undergone a number of changes in the past, the concept of the customer journey has remained important.
Doing CX Right
SEPTEMBER 13, 2020
What makes customers and employees loyal to brands? Why do some companies thrive during challenging times while others go out of business? There are many answers to this question, but one that is common across all industries relates to company culture. How brands make people feel directly impacts short and long-term success. Creating a customer-centric culture does not happen automatically or overnight.
Totango
SEPTEMBER 15, 2020
Your communication with your customer is the force multiplier that can unlock the full potential of your product. The advice, lessons, and encouragement you provide can guide your customer to achieve maximum return on their investment and drive growth that benefits both of you. Engaging your stakeholders , whether they are high or low influence, can not only drive growth but also turn stakeholders into enthusiastic champions of your product.
Kate Nasser
SEPTEMBER 13, 2020
Resist these customer service urges that you will otherwise regret. Latest tips fr Kate Nasser, The People Skills Coach™ | Leadership Customer Experience. The post How to Resist These Irresistible Customer Service Urges | #CX #CustServ appeared first on KateNasser.com.
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
Myra Golden Media
SEPTEMBER 16, 2020
COVID-19 makes customers more demanding. And the pandemic impacts customer service representatives, too! Empathy can help you regain control of interactions and get angry customers to calm down and listen to you. But what level of empathy is appropriate for customer service? Watch this video to learn “customer service empathy” and get great phrases you can personalize and use.
Gainsight
SEPTEMBER 17, 2020
Emmanuelle Skala is the SVP of Customer Success at Toast, and I respect the heck out of her. She recently posted about managing “Zoom fatigue,” which prompted me to share what I’ve done to cope with 2020. I’ll say upfront that I am super privileged. I have a job that allows me to work remotely and via technology. I live in a neighborhood where I can walk safely and comfortably (except recently given the smoke from the unfortunate fires).
Totango
SEPTEMBER 18, 2020
Customer success metrics should always lead to action. The most important metrics are used to reveal the kind of customer experience you are delivering. This knowledge comes with a responsibility to act. The digital transformation of business has put the customer in the driver’s seat, and growth in the tech delivery industry is now predicated on being able to maximize customer lifetime value over repeated cycles of renewal and expansion.
Steven Van Belleghem
SEPTEMBER 15, 2020
Transactional convenience. The best retailers are the ones that automate shopping experiences in such a way that the customer has to invest very little time and energy in purchasing what (s)he needs. They offer near-perfect transactional relationships. And the best way to accomplish that today is with a perfect blend of online and offline experiences.
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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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