Customers That Stick
JANUARY 22, 2018
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Lumoa
JANUARY 23, 2018
If you work in a big company with large number of customers (or users), you most probably receive a lot of feedback: people write about their experiences, complain about the things that do not work and tell about the things they love. Most companies collect feedback in some specific format, such as Net Promoter Score. Some companies use other metrics , such as Customer Effort Score or Customer Satisfaction.
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Myra Golden Media
JANUARY 23, 2018
I cuss. A lot. But never have I dared to cuss at a person in a customer service role. And I get rather upset about lousy customer service and still manage to talk nicely to people about any issues I encounter. Some people cuss, and yell and make threats when they are angry about customer service. This is not okay. You have to draw the line on unacceptable behavior with customers, just as I hope you do in your interpersonal relationships when people disrespect you.
Beyond Philosophy
JANUARY 24, 2018
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. By EX, of course, we mean employee experience. Customer experience optimization has, for some time, been the stated goal of many enterprises around the world. Where the role of employees in meeting that goal is concerned, however, there has been a tacit belief that the equation “happy employees = happy customers” works.
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
UJET
JANUARY 23, 2018
After years of delivering SaaS solutions and supporting customers' implementations through their transition from one half-decent tool to another, I knew there had to be a better way. Most of the time, we could get 80 or 90% of the way there—but only after significant compromise. The reality is that a large part of this industry is built from 20-year-old architectures and only updated just enough to infiltrate the cloud technology space… But then there’s UJET.
Fonolo
JANUARY 25, 2018
As a child, I hated going to the dentist. The idea of keeping my mouth open, for what felt like an eternity, while someone poked and prodded at my teeth, was never a pleasant experience. Funnily enough, what helped me get through those torturous endeavours was the artwork displayed in that dental office. Strategically placed on the ceiling, above the chair, I had the pleasure of gazing at so many lovely pictures.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
ProProfs
JANUARY 23, 2018
Employees are highly-valuable resources for any business, and so it is important to ensure that their requirements are taken care of. They spend sleepless nights to meet business goals which might make them feel burn-out and demotivated. Many a time, businesses overlook the fact that employees need motivation, appreciation and frequent training to brush-up their skills.
ClearAction
JANUARY 20, 2018
Four Keys to Marketing Operations Success Gary Katz. What does “best practices” in Marketing Operations (MO) look like, and how do industry-leading companies operate and integrate this highly valuable function? We polled more than 80 marketing leaders to find out. Key Findings. Four factors that survey participants say have contributed significantly to their MO success: Clarity and consistency across the organization—shared practices, a well-defined road map and enabling infrastructu
Customer Service Life
JANUARY 24, 2018
In Episode #43 we first open our wallets/purses and talk about what’s important to us — and yes, Jenny has offered Jeremy a peppermint beadlet and they do indeed work. We then explore the popular customer service term, “soft skills,” what those skills are, and whether or not that’s the correct term. For more context on this issue, check out our debate with other customer service experts on this topic.
PeopleMetrics
JANUARY 25, 2018
The National Institute of Standards and Technology (NIST) has published Special Publication 800-171 , Protecting Controlled Unclassified Information in Nonfederal Information Systems and Organizations. The publication provides guidance for federal agencies to ensure that certain types of federal information are protected when processed, stored, and used in non-federal information systems.
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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.
Fonolo
JANUARY 24, 2018
Are you the Yoda of your friends and family, full of realism and words of advice? You may not realize it, but if you’ve ever worked in a customer facing position, you’ve likely learned some hard lessons about life. The call center can truly open your eyes to human behaviour and the psychology behind it. By interacting with people constantly, it’s inevitable that you’ll eventually get hit smack dab in the face by some real-life wisdom during your time at work.
Totango
JANUARY 22, 2018
Customer Success Summit brings together the best and brightest minds in Customer Success. Our world-class speaker lineup for 2018 Customer Success Summit will share the impressive business results that customer success best practices should deliver. The first wave of speakers has been announced and the experience and CS knowledge they bring to #CSSummit18 is priceless.
Beyond Philosophy
JANUARY 26, 2018
Colin Shaw and Professor Ryan Hamilton examine the question: Why do customers change their minds? What makes a customer change their minds when they have been so certain the day before? Critically what can we do about it? Ryan discusses research by psychologists that give us some clues, and pointers for improving your customer’s experience. Hosts, Colin Shaw and Ryan Hamilton.
Customer Bliss
JANUARY 25, 2018
Is your company customer obsessed? If not, it should be! Tamar Cohen , Head of US Customer Experience for Zoetis , a leader in animal health services, shares how she led the leadership team in building the company’s CX platform and organization from the grounds up. Tamar and I chat about how she’s been able to d efine Zoetis as a truly c ustomer obsessed company , where every decision is led by how it will benefit the customer base.
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.
Fonolo
JANUARY 23, 2018
The call center experience is under great scrutiny from today’s consumers. There are many ways to fall short of their expectations. One surefire way of doing so is to put callers on hold. Tolerance for long wait times has been getting lower and lower. If the wait is longer than a few minutes, callers will complain to your agents (leading to longer handle times) and they will vent on social media (see onholdwith.com).
ClearAction
JANUARY 20, 2018
Four Keys to Marketing Operations Success Gary Katz. What does “best practices” in Marketing Operations (MO) look like, and how do industry-leading companies operate and integrate this highly valuable function? We polled more than 80 marketing leaders to find out. Key Findings. Four factors that survey participants say have contributed significantly to their MO success: Clarity and consistency across the organization—shared practices, a well-defined road map and enabling infrastructu
Customer Service Life
JANUARY 22, 2018
This article was originally published on CustomerThink.com as part of my regular advisor column on December 7, 2017. Click here to read the original post. Just a bit over a year ago my boss approached me and asked me to start an “Emerging Technologies Team” at FCR. This was basically license for a few of us to watch a lot of sales demos and get familiar with the variety of support technology on the market.
Taylor Reach Group
JANUARY 23, 2018
By: Peg Ayers & Turaj Seryafiaan. Quality Assurance (QA) is a metric with nearly as many variations as there are companies in the world. Every company has an idea of what they want quality to look like, and each creates a system they believe will bring them to that standard of quality. It’s easy when setting up a QA system to make it too complicated.
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.
SugarCRM
JANUARY 22, 2018
“AI is one of the most important things that humanity is working on. It’s more profound than, I don’t know, electricity or fire,”. Sundar Pichai, CEO of Google. Prometheus, Ben Franklin… Google??? I was fortunate to be in the audience when Pichai dropped this memorable line while being interviewed alongside YouTube chief Susan Wojcicki for an MSNBC television show, “Revolution: Google and YouTube Changing the World.”.
CX Journey
JANUARY 24, 2018
Image courtesy of Pixabay Does your company put profits before people? I bring this up because I've seen a particular phenomenon many times: executives decide to put their employee experience and customer experience improvement efforts on pause because sales figures are down. Clearly the blame is that the people focus has derailed them from business development and closing deals; there can be no other reason for this (she said with all the sarcasm in the world).
Totango
JANUARY 22, 2018
Customer Success Summit brings together the best and brightest minds in Customer Success. Our world-class speaker lineup for 2018 Customer Success Summit will share the impressive business results that customer success best practices should deliver. The first wave of speakers has been announced and the experience and CS knowledge they bring to #CSSummit18 is priceless.
Kate Nasser
JANUARY 21, 2018
Excellent customer service isn't single wows. It's everyday customer service actions creating trusted brand & great results. Kate Nasser, The People Skills Coach™. The post These Everyday Customer Service Actions Produce Consequential Results appeared first on KateNasser.com.
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
SugarCRM
JANUARY 26, 2018
Our latest Sugar Cloud (On-Demand) release, Winter ‘18, is now generally available and comes with a breadth of exciting new features and capabilities. At SugarCRM, we’ve held a strong belief that the high-quality and efficient experience that consumers enjoy on their phones, tablets and laptops needs to replace the legacy designs of enterprise applications.
Customer Bliss
JANUARY 26, 2018
“More and more customers are willing to use live chat when contacting brands, but their general satisfaction rate has gone down slightly.” This is a finding from the recently released LiveChat Customer Service Report 2018 , comparing results from 2017 to 2016. The report pulled in data from 21,000 companies, nearly 334 million chats and 17 million inquiry tickets.
Comm100
JANUARY 25, 2018
Hotels and tourism simply wouldn’t exist without the positive perceptions of the people who use them. Because of this, it’s vital that establishments can create effective customer satisfaction surveys to identify which areas of their service can be continuously improved, helping to attract more customers now and in the future. But creating an effective feedback survey isn’t easy, especially for busy hoteliers.
ClientSuccess
JANUARY 25, 2018
For those just joining my blog series CSM from the Trenches , welcome. This series, now a community for frontline Customer Success Managers (CSMs) , discusses trends, best practices, and advice that can help the frontline. We’re lucky to have this week’s frontline CSM best practice come from Erica Newell – a CSM from the Trenches veteran – of Marketware.
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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.
Provide Support
JANUARY 25, 2018
With the growth in messaging apps and automated bots, live chat is becoming the most popular customer service channel that offers huge opportunities for businesses, from support to marketing. In fact, more and more businesses are realizing today that live chat is much more than just a budget-friendly support channel. According to Kayako research, 79% of businesses say offering live chat has had a positive effect on sales, revenue, and customer loyalty.
SugarCRM
JANUARY 22, 2018
If you have followed the tech headlines (or regularly read this blog) you are aware the GDPR is coming. If not, here is a quick refresher: the General Data Protection Regulation (GDPR) creates drastic and broad-sweeping changes to data privacy for anyone who is in the EU (not just citizens, but visitors and immigrants, as well) and for any company that retains EU customer data.
Comm100
JANUARY 25, 2018
Having another business as your client is a lot different from providing products or services to consumers. But just like in B2C businesses, getting feedback from your customer base is still an essential tool to ensure you’re meeting your clients’ needs. The best way of getting that information is to ask them, but you cannot very well have someone individually poll each business after every single interaction you have with them.
1 to 1
JANUARY 23, 2018
For retailers, customer data is at a tipping point. After collecting myriad data points about shoppers, retailers are shifting to the next stage: using artificial intelligence (AI) to analyze and leverage insight to deliver more customized customer experiences.Case in point: customer data and AI were top of mind at the 2018 NRF Big Show. From image recognition to shopping assistants, many of the hot new products that were unveiled at the annual tradeshow were designed to help retailers act on in
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.
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