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

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 86

Customer Service 86

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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.

Contact Center

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

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

Gainsight

SEPTEMBER 4, 2019

Everyone has parts of their job that they love and parts that they loathe. The parts that energize you and the parts that drain you. As you grow in your career, you’ll also grow deeper in understanding which activities are doing what. My tank is refueled by interacting with people. My favorite part of the job of running Gainsight is the diversity of people with whom I get to interact across all our stakeholders—teammates, their families, clients, partners, investors, and even folks in our

Start-ups 17

Start-ups Sales NPS Technology 17

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

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

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.

B2C

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 73

Sales 73

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 CXM Touchpoint 70

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.

Actionable Insights

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: 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

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

UJET

SEPTEMBER 4, 2019

Instacart removes the time and inconvenience of grocery shopping and gives it back to customers. As an on-demand service, it also offers the opportunity for people to supplement their incomes by picking groceries from a wide selection of stores and delivering them to customers’ doors. Instacart services over 4,000 cities across all 50 U.S. states. It is also available in over 70% of the households in Canada.

56

56

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Customer Service

Gainsight

SEPTEMBER 5, 2019

What is a customer? It’s a word I’ve typed so often in my job here at Gainsight I find myself accidentally typing it on autopilot half the time I type any word that starts with the letter “c.” It’s probably the most used noun on our website and blog, ahead of “outcomes” and “success.” But everyone knows what a customer is, obviously.

B2B 55

B2B CRM Customer Relationship Management Customer Acquisition 55

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 Social Media B2C 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

UJET

SEPTEMBER 3, 2019

Instacart removes the time and inconvenience of grocery shopping and gives it back to customers. As an on-demand service, it also offers the opportunity for people to supplement their incomes by picking groceries from a wide selection of stores and delivering them to customers’ doors. Instacart services over 4,000 cities across all 50 U.S. states. It is also available in over 70% of the households in Canada.

Innovation 56

Innovation Customer Relationship Management CRM Customer Relationship 56

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

Retail

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 Gaming Start-ups 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

Gainsight

SEPTEMBER 5, 2019

Four out of five B2B companies expect to compete based on CX alone. But will they actually? For most of them, the answer is no. It should come at no surprise that compared to B2C, B2B lags in customer experience (CX). Increased customer expectations, especially when it comes to recurring revenue , mean that B2B companies can’t just drag and drop B2C CX strategies—even mid-touch customers are far too complex and spend far too much in ARR for that to work.

B2B 49

B2B Customer Experience B2C NPS 49

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 49

Technology Technology Customer Experience 49

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