Callminer

SEPTEMBER 4, 2019

Here’s what you need to know to make smart use of business intelligence solutions.

182

182

Intercom, Inc.

SEPTEMBER 4, 2019

Sales has an unavoidable reality: sometimes, your team won’t hit their numbers. If your team isn’t reaching their goals, what are you doing as a leader to help them get up and over the line? Every manager should know how to effectively coach their reps. This coaching helps them drive their team and their company to greater productivity and higher sales.

Sales 175

Sales Sports Start-ups 175

Beyond Philosophy

SEPTEMBER 2, 2019

Do you know what drives me mad? When organizations talk about loyalty, what they mean is, “the customer gives me all of their business.”. Customers giving you all their business isn’t customer loyalty on its own. They could give it to you out of habit , or because you are a monopoly. It could also be a product of their apathy. Customer loyalty is more than automatic or indifferent behavior.

Customer Loyalty 141

Customer Loyalty Net Promoter Score NPS Start-ups 141

Fonolo

SEPTEMBER 3, 2019

Build a deck. Outfit a room. Fill a prescription. Get a birthday card. Purchase a television. Scoop up school supplies. Order a couch. Snap up a subscription. Spend. Spend. Spend. Wash. Rinse. Repeat. In every facet of a customer’s life, there is at least some encounter with the retail space, an investment of their funds in DIY projects, in personal healthcare, in family activities, in leisure, or in bare necessities.

Retail 86

Retail Social Media Entertainment Healthcare 86

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

Callminer

SEPTEMBER 3, 2019

Customer satisfaction surveys come in several forms, ranging from one question to many, and different types of surveys have different purposes and questions.

Customer Satisfaction 182

Customer Satisfaction 182

Intercom, Inc.

SEPTEMBER 3, 2019

At Intercom, one of our core principles is to run less software , which involves using standard technology. By doing so, we all become experts in the same tools, allowing us to increase our speed of building new product and reduce the cost of engineering decisions. An example of this is our admin app, which is built with Ember.js. We have invested in building and documenting an internal design system made of reusable Ember components, so that any Intercom product engineer can skim the markup in

Engineering 28

Engineering Construction Technology Technology 28

Kate Nasser

SEPTEMBER 1, 2019

Leaders, a great employee attitude is essential not negotiable. Lead, inspire, & expect it. Don't tolerate a bad attitude. Tips fr Kate Nasser, The People Skills Coach™. The post Leaders, Great Employee Attitude is Essential, Not Negotiable | #Leadership appeared first on KateNasser.com.

Customer Service 85

Customer Service 85

Customer Bliss

SEPTEMBER 4, 2019

In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below. “Thank you for watching this video. After it’s played, you will receive a survey and I really need you to give me a ten. Anything less is not passing and I won’t get paid.” Does that sound familiar to you?

CX 84

CX Customer Service Customer Survey 84

Intercom, Inc.

SEPTEMBER 5, 2019

?. In the latest episode of Intercom on Product, our SVP of Product Paul Adams and I dive into this question, and unpack what the sudden rise of a new generation of “keyboard-first” apps that focus on speed says about product design and how products evolve over time. In particular, we discuss the trend for a sort of command-line interface in a new breed of productivity apps that offer “ shortcuts to superpowers. ” How do we think about information architecture (IA) in a world where c

Start-ups 138

Start-ups Engineering Sales Innovation 138

Beyond Philosophy

SEPTEMBER 6, 2019

How and Why We Stereotype People and Things. Stereotyping is not considered a good thing, certainly not in politically correct circles. However, our ability to do it is hard-wired into our brains, and it doesn’t only apply to people. We can stereotype an organization, too. Let’s say you need to name a type of business that is frustrating across the board.

Customer Loyalty 127

Customer Loyalty CX Customer Experience 127

Advertisement

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

UJET

SEPTEMBER 3, 2019

UJET leverages enterprise-grade compliance and security standards to secure its customers' data. As part of our continuing effort to comply with GDPR and other data privacy and protection regulations, UJET has finalized its certification to both the EU-US Privacy Shield and the Swiss-US Privacy Shield.

Compliance 15

Compliance 15

iQor

SEPTEMBER 1, 2019

Employee Safety is Our Top Priority.

75

75

SixteenVentures

SEPTEMBER 5, 2019

Time to First Value (TTFV) is a commonly used Customer Engagement metric to measure the efficiency of the customer Onboarding process, but not generally a Sales KPI. But it should be. How can we hold Sales accountable for the customers they bring in – getting them Onboard and setup for long-term success (and expansion!) – without them owning the customer post-sale?

Sales 70

Sales 70

SurveySensum

SEPTEMBER 4, 2019

If your business would like to celebrate One thing – then it would be the love of your customers. Believe it or not, the only predictor of customer loyalty is the overall study of customer behavior at various touchpoints and how customers are engaging with the brand. If you can measure the current customer love, then your business can improve and drive impact.

Customer Experience Management 70

Customer Experience Management Customer Experience Touchpoint CXM 70

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

UJET

SEPTEMBER 2, 2019

UJET leverages enterprise-grade compliance and security standards to secure its customers’ data. As part of our continuing effort to comply with GDPR and other data privacy and protection regulations, UJET has finalized its certification to both the EU-US Privacy Shield and the Swiss-US Privacy Shield. . When evaluating customer support solutions, it is critical that multinational companies understand that both company and customer data is being handled and protected in a safe and secure w

Compliance 78

Compliance 78

Customer Service Life

SEPTEMBER 4, 2019

Image by Ray Shrewsberry from Pixabay. This article was originally published on the ICMI Blog on July 18, 2019. Click here to read the original post. When I took a job where I would direct quality efforts for an organization almost exactly four years ago, I must confess that I knew I had a lot to learn. While I was (and am) deeply passionate about awesome customer service, the act of creating a quality form and randomly monitoring a set of customer interactions was still a necessary evil when it

Scorecard 69

Scorecard Contact Center Customer Journey Map Compliance 69

Totango

SEPTEMBER 5, 2019

The difference between a friend and an acquaintance is the regularity and depth of your communication. A friend is part of your day-to-day life. You speak often, and you’re familiar with each other’s lives. An acquaintance, on the other hand, is someone you might only encounter occasionally when your paths cross. In business, customers should be more like friends than acquaintances.

Customer Loyalty 68

Customer Loyalty Customer Relationship Customer Experience 68

SurveySensum

SEPTEMBER 2, 2019

What is a Customer Satisfaction (CSAT) Survey? A customer satisfaction (CSAT) survey is defined as a set of questions asked to a customer, to gauge their level of satisfaction with a product or service or organization. For example, if a smartphone company wants to understand and measure the satisfaction of customers with the various key features of the phone then the best way to find out this is to ask customers directly.

Customer Satisfaction 69

Customer Satisfaction Net Promoter Score E-commerce B2C 69

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

ProProfs

SEPTEMBER 5, 2019

A lot of times we hear from teachers who want to go beyond just text-based questions & answers in their classroom. Playing with question types or their diversity is what helps in building the students’ interests in class. Interactive tests help them gauge their individual learning ability. . Studies show that test questions impact learning. But, very little has been talked about the emergence of hotspot questions in the learning sector.

Construction 63

Construction Gaming 63

TeamSupport

SEPTEMBER 6, 2019

The difference between a B2B (business-to-business) and B2C (business-to-consumer) customer is night and day. To most B2C companies, customers are a dime a dozen. A B2C company isn’t focused on their current customers nearly as much as acquiring new ones. Their own customers know this, and thus the expectations for many B2C products are so low that companies in this industry rarely emphasize the priorities of their customers.

B2B 60

B2B Customer Service B2C Start-ups 60

Fonolo

SEPTEMBER 5, 2019

People like shiny new things. The same cannot always be said about pesky new software updates and releases to the platforms and apps that have become fixtures in both our personal and professional lives. Good-natured developers and designers may have the best of intentions, arguing that their changes take us to a new, higher state of being where everything and everyone is better.

Customer Relationship 57

Customer Relationship Customer Service Customer Loyalty Start-ups 57

Customer Bliss

SEPTEMBER 5, 2019

I’m excited to be back with new episodes of the Chief Customer Officer Human Duct Tape Show. In today’s episode, I have an engaging and enlightening conversation with Craig Langlois , the Chief Experience Officer at the Berkshire Museum in beautiful Berkshire, Massachusetts. This is a great conversation to listen to, whether you’re in the museum/cultural institution world or business (both B2B and B2C).

CX 52

CX Education B2C Social Media 52

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

ClientSuccess

SEPTEMBER 3, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful.

Touchpoint 52

Touchpoint Start-ups Gaming Technology 52

Steven Van Belleghem

SEPTEMBER 3, 2019

But how can your company and your brand start to prepare for the tipping point of automated buying? As you know, I already wrote about friction hunters , joining the platforms and becoming a life partner yourselfearlier but there are two other crucial steps that you’ll need to take in order to stay relevant in the era of ‘buying without buying’: show that you can be trusted, in 2 ways, and reach out for complementary partners.

Gaming 52

Gaming E-commerce AI Artificial Intelligence 52

Fonolo

SEPTEMBER 4, 2019

When it comes to metrics for tracking call center performance, service level is the undeniable king of the hill. It’s a measure of how quickly calls are answered by agents. The most typical target is “80/20” which means 80% of calls are answered within 20 seconds. Although many industry experts criticise this target – no one even knows exactly how it was originally chosen!

Contact Center 57

Contact Center Social Media Customer Satisfaction Customer Service 57

Qualtrics

SEPTEMBER 4, 2019

Before SAAS was even a thing, Melissa Kantor was working with Silicon Valley startups to implement advanced HR tech platforms. And after a jump across the pond to the UK, she enjoyed stints at some of the world’s largest firms – PWC, BNY Mellon and IBM – delivering huge HR infrastructure projects. In 2015, she moved to financial services firm Prudential Plc to set up their first advanced people analytics function, covering talent management and succession planning as well.

Start-ups 47

Start-ups Technology Technology 47

Advertisement

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

ProProfs

SEPTEMBER 2, 2019

Anyone with a decent computer and an Internet connection can create a business website. The real question is, can you attract traffic and generate high-quality leads to match your conversion goals? With so many lead generation software solutions, marketing tools, and apps available on the market, one would think that creating more leads has become simpler.

Social Media 45

Social Media CRM Education Sales 45

The DiJulius Group

SEPTEMBER 4, 2019

The following is content taken from John’s new book The Relationship Economy, Building Stronger Customer Connections In The Digital Age. (October 2019 Greenleaf Books) “The world is becoming a little less human, and that has a cost. So it’s time for leaders in the business world to think about how they can recognize. Read Full Article. The post How To Win The Technology Revolution appeared first on The DiJulius Group.

Technology 41

Technology Technology Customer Experience 41

Confirmit

SEPTEMBER 6, 2019

According to a recent report from Econsultancy, 72 percent of business leaders pointed to customer experience (CX) as the single most exciting opportunity. In fact, CX topped the list for the third straight year, illustrating how crucial executives consider it to the bottom line. But just what are the best strategies for creating highly effective customer experiences?

Customer Experience 40

Customer Experience Voice of the Customer CX 40

Qualtrics

SEPTEMBER 6, 2019

The Qualtrics University Recruiting team is hitting the road at the start of September, traveling from coast-to-coast for career fairs, coffee and networking sessions, and hackathons. You can find the complete list of dates and venues below. Visit with the team to explore potential careers, to learn more about the Experience Economy and how XM is shaping the future, and to discover #QualtricsLife.

Engineering 40

Engineering Sales Start-ups Technology 40

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