eglobalis
SEPTEMBER 8, 2020
Use Criticism to Improve Your Customer Experience and employee experience products and services. The post Customer and Employee Criticism: Your Leverage Tool for Growth appeared first on Eglobalis.
Navedas
SEPTEMBER 10, 2020
I called AAA to get a car towed last month, the subcontractor who moved the car was fantastic – everything that I could possibly want in a tow-truck driver on what was (obviously) a bad day. After he had backed the car into my narrow. The post Saintly Customer Service in a Survey World appeared first on Navedas.
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Intercom, Inc.
SEPTEMBER 10, 2020
What kind of information drives that decision: is it subjective and qualitative, or objective and quantifiable? It’s the classic conflict: left brain versus right brain; art versus science. Mark Roberge knows which he prefers. As an engineer by training, in pressure situations he tends to “lean to the quant.” It’s an approach that’s served him well along the road to building the HubSpot sales team, where he was CRO for nine years.
Beyond Philosophy
SEPTEMBER 10, 2020
Human beings are magnificent at holding onto two contradictory beliefs in their minds. It’s a psychological phenomenon called Cognitive Dissonance, and it’s why we sometimes think that things are good when they are, in reality, bad. We discussed this phenomenon in a recent podcast and how we all do this. For example, I think the Luton Town Football Club is the best team in the world.
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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.
SixteenVentures
SEPTEMBER 10, 2020
It’s critical to understand why your customers churn, but if you’re relying solely on the reason the customer gives you for that churn, you’re definitely missing the actual reason. Customer Churn Reason analysis, like most things in Customer Success, are more complex and require deliberate effort to get right than it might seem on the surface. It’s easy to just ask a customer why they’re cancelling or not renewing and to leave it at that.
Bill Quiseng
SEPTEMBER 10, 2020
“You will be the same person in five years as you are today except for the people you meet and the books you read.” Charlie “Tremendous” Jones. Intent on learning how to “Deliver The World’s Best Customer Experience”, I have read more books by Chip R. Bell than any other author. Several of his 24 customer service books that I highly recommend include “Kaleidoscope: Delivering Innovative Service That Sparkles,” “Sprinkles: Creating Aweso
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
SEPTEMBER 10, 2020
Call center agents deal with dozens of customers each day, each with a unique problem to solve. As the face of your business, they’re the ones who best understand the wants and needs of your consumer base. As a manager, it’s in your best interest to understand the types of individuals your team deals with on a daily basis. This allows you to coach and train your agents to provide the best customer experience possible, no matter what challenges come their way.
Kate Nasser
SEPTEMBER 6, 2020
Great nurses teach us the following powerful relationship lessons. Use these lessons in business! Insight fr Kate Nasser, The Poeple Skills Coach™, Author of Leading Morale. The post Powerful Relationship Lessons: Best Nurses Teach Us These | #CustServ #PeopleSkills appeared first on KateNasser.com.
Heart of the Customer
SEPTEMBER 10, 2020
On our continuing journey exploring John Kotter’s 8 Steps to Accelerate Change and how you can apply them to the CX world, we have reached the fifth step: Enable Action by Removing Barriers. (Catch up on earlier posts in the series here!) According to our forthcoming work on understanding how companies improve their customers’ journeys, […]. The post Enable CX Action by Removing Barriers appeared first on Heart of the Customer.
Intercom, Inc.
SEPTEMBER 9, 2020
At Intercom, building relationships has always been at the heart of what we do. We’re on a mission to make internet business personal, helping you support and engage with your customers through the Intercom Messenger. This belief in the power of conversation runs deep here, and underpins so much of how we build Intercom and how we support our customers.
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 5, 2020
Why What We Believe Is Sometimes Just Wrong! Many sports fans will tell you their team is the best. However, only one of the sports teams wins the championship and is definitively the best. Moreover, many organizations that never get close to the championship have fans who would say these teams are the best. For this last lot, the claim that their team is “the best” creates some serious conflict compared to reality.
Fonolo
SEPTEMBER 8, 2020
33% of Gen Z are already working full-time. Credit unions can’t afford to miss out on winning their loyalty. Even though credit unions and Gen Z appear to be a great match, there’s one crucial element that’s stopping most credit unions from making a connection: customer experience technology. We have put together an abridged version of our exclusive new industry report: Connecting with Gen Z: How Credit Unions Can Win the Battle for Gen Z’s Banking.
The DiJulius Group
SEPTEMBER 9, 2020
1. Feature Article Your Customer Experience is the Best Marketing By John DiJulius, Chief Revolution Officer When it comes to a company’s budget, every department annually fights for an increase in its own budget. That’s not surprising; the outcome will determine what the department is allowed to spend for the following year. This is. Read Full Article.
Customer Experience Matrix
SEPTEMBER 6, 2020
We released a new member survey last week at the CDP Institute. You can (and should) download the full report , so I won’t go through all the details. You can also view a discussion of this on Scott Brinker's Chief Martech Show. But here are three major findings. Martech Best Practices Matter We identified the top 20% of respondents as leaders, based on outcomes including over-all martech satisfaction, customer data unification, advanced privacy practices, and CDP deployment.
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.
Steven Van Belleghem
SEPTEMBER 10, 2020
Thank you, Ozark Henry, During the past few years, I have had the pleasure of working together with Piet Goddaer. Piet has been writing, composing and producing music for more than a quarter of a century. He is best known under his artist name: Ozark Henry. During his career, he has been awarded various gold and platinum discs, won the Zamu Music Award in the ‘best writer-composer-arranger’ category and has travelled the world to make people happy with his music.
Totango
SEPTEMBER 11, 2020
For any business, the question of how to meet the needs of the client is front and center. After all, as the old adage goes, “The customer is always right.” However, in a world where Customer Success teams often have dozens of accounts to care for, it can be challenging to fully understand the specific needs of individual client accounts and to find time to reach out to each client to meet those needs. .
The DiJulius Group
SEPTEMBER 9, 2020
John DiJulius interviews Emmy Award-winning journalist, author, speaker, and coach Adrienne Bankert. Adrienne is a national correspondent for ABC News often seen on Good Morning America and World News Tonight. She has covered some of the most historic headlines of the past decade and the biggest stories in sports and entertainment. Adrienne was the first.
Kate Nasser
SEPTEMBER 6, 2020
Great nurses teach us the following powerful relationship lessons. Use these lessons in business! Insight fr Kate Nasser, The Poeple Skills Coach™, Author of Leading Morale. The post Powerful Relationship Lessons: Best Nurses Teach Us These | #CustServ #PeopleSkills appeared first on KateNasser.com.
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
Steven Van Belleghem
SEPTEMBER 8, 2020
Monzo takes away worries and frustrations. Recent years have seen the emergence of a large number of neo-banks. These new, smaller and generally more innovative banks have taken the market by storm, a success that is usually based on a strong digital and highly user-friendly offer. Monzo is one of the top five fastest growers in this segment. In January 2019, Monzo had roughly one million customers.
Chip Bell
SEPTEMBER 8, 2020
“Electricity” is a captivating song in the acclaimed Broadway hit (and movie) Billy Elliott. The song is actually the answer to a question the evaluator asked 11-year-old Billy after he had auditioned for a slot at the Royal Ballet School in London; “What does it feel like when you’re dancing?” The song was written by Elton John and Lee Hall. Here are a few of the lyrics.
Lumoa
SEPTEMBER 8, 2020
Do you remember punch cards? They were often a staple of sandwich shops and ice cream parlors. After so many visits, you would be the lucky recipient of a free item. What a thrill it was to present your fully punched card, then immediately start on the next. Simpler times, right? Measuring customer loyalty these days is a little more complex. Long gone are the days of punch cards.
Provide Support
SEPTEMBER 11, 2020
The post Live Chat Features that Enhance Agents’ Performance appeared first on Provide Support Blog.
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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.
Steven Van Belleghem
SEPTEMBER 7, 2020
In recent times, companies have invested huge sums of money to map out the customer journey. This is the path that a consumer follows to finally purchase a particular product or service. The object of this mapping exercise is to allow companies to better optimise their own sales, marketing and service processes. In due course, this leads to transactional perfection.
TeamSupport
SEPTEMBER 8, 2020
Businesses buy your products or services to help their operations run efficiently and to meet their customers’ expectations. And while robust product features are important, it is the added benefits of B2B (business-to-business) customer support that can accelerate product use and drive optimal performance to help customers reach their full potential.
The DiJulius Group
SEPTEMBER 10, 2020
Being a leader gives you the opportunity to make a difference in people’s lives. Not only is their livelihood tied up there, but their own sense of self-worth and knowledge. So you want people to be fully engaged and excited about working for you. As a leader, you’re there to serve – not to be. Read Full Article. The post Leadership Lessons from a Legend!
CSAT.AI
SEPTEMBER 10, 2020
I called AAA to get a car towed last month, the subcontractor who moved the car was fantastic – everything that I could possibly want in a tow-truck driver on what was (obviously) a bad day. After he had backed the car into my narrow driveway, a fete that almost defied the laws of physics, he gave me a pained expression digging his toe into the ground.
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
Steven Van Belleghem
SEPTEMBER 6, 2020
The three steps to a ‘partner in life’ approach. To successfully implement a ‘partner in life’ strategy, you need to generate a continuous process of movement, consisting of three steps: Developing an excellent understanding of the needs and frustrations in the life of your customer. Use this understanding to describe in detail the customer’s life journey.
Comm100
SEPTEMBER 10, 2020
Email is a foundational pillar of customer support. Research shows that 91% of consumers use email daily. And yet, although companies have had a long time to perfect their email customer communications, many still fumble when it comes to this support channel. According to a benchmark report by SuperOffice, 62% of companies do not respond to customer service emails at all!
Knowmax
SEPTEMBER 10, 2020
Learning and development: Brace new realities with Netflix and chill.
ClientSuccess
SEPTEMBER 8, 2020
When a SaaS organization is in the midst of scaling, there comes a time when there starts to be a clear differentiation between SMB customers and enterprise customers. Traditionally, the lines between small and medium-sized businesses and enterprise organizations are delineated based on a few clear factors: contract size, user base, and internal resource allocation.
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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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