CX Accelerator
NOVEMBER 26, 2019
“Gratitude is the healthiest of all human emotions. The more you express gratitude for what you have, the more likely you will have even more to express gratitude for.” —Zig Ziglar As another year winds down to a close, and we head into another holiday season, those of us in the U.S. are preparing to gather together for annual Thanksgiving celebrations.
Intercom, Inc.
NOVEMBER 27, 2019
These companies obviously have an amazing product. They’ve got a great way of telling that product’s story to the world. And they’re really, really good at selling. But those three things are what got Starbucks its first profitable coffee shop in Seattle, not what allowed that shop to morph into an $80 billion business with 30,000 cafes around the world.
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Callminer
NOVEMBER 24, 2019
These tips provide valuable insight into choosing and using call center metrics more effectively to condense performance data into actionable insights.
Beyond Philosophy
NOVEMBER 29, 2019
The 7 Telltale Signs of a Company NOT Committed to Customers. I discovered many years ago that I could determine whether a company was committed to customers pretty quickly. When I thought about how I recognized it, I found that organizations that did not commit to customers had some shared company culture cues that indicated where their focus was. The ideas behind this discovery later became my second book, Revolutionize Your Customer Experience.
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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.
CX Accelerator
NOVEMBER 26, 2019
“Gratitude is the healthiest of all human emotions. The more you express gratitude for what you have, the more likely you will have even more to express gratitude for.” —Zig Ziglar. As another year winds down to a close, and we head into another holiday season, those of us in the U.S. are preparing to gather together for annual Thanksgiving celebrations.
Win the Customer
NOVEMBER 25, 2019
In today’s competitive marketplace, customer care isn’t merely an add on, it’s become an integral part of most business strategies. Entrepreneurs understand that high-quality customer care drives profits, increases customer satisfaction, and helps to secure and retain happy customers. . If you’re confident you have the right team members in place, you need to equip them with the best tools so they can be fully responsive to your customers’ needs.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Customer Bliss
NOVEMBER 26, 2019
In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?
CX Accelerator
NOVEMBER 26, 2019
“Gratitude is the healthiest of all human emotions. The more you express gratitude for what you have, the more likely you will have even more to express gratitude for.” —Zig Ziglar. As another year winds down to a close, and we head into another holiday season, those of us in the U.S. are preparing to gather together for annual Thanksgiving celebrations.
Kate Nasser
NOVEMBER 24, 2019
Avoid these defensive replies to feedback to preserve other's trust & professional respect of you. Success insights fr Kate Nasser, The People Skills Coach™ | Leadership, Leading Morale, Teamwork, Customer Service, Career. The post Avoid These Defensive Replies to Feedback | #PeopleSkills #Leadership appeared first on KateNasser.com.
Taylor Reach Group
NOVEMBER 26, 2019
Combating the High Agent Turnover Crippling US Contact Centers. by JD Fairweather. The revolving door of employee turnover is a source of frustration for any organization. For contact centers, an industry known for its high attrition rate, high employee turnover can impact not just team morale and productivity, but customer acquisition and retention as well.
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.
Customers That Stick
NOVEMBER 27, 2019
The holidays are a special time both for retail businesses and retail employees, a time of great challenge and opportunity. Having worked in retail for many years, I’ve seen how this season can test even the best retail teams. With Black Friday just around the corner, I wanted to share a few tips on how you can prepare your retail team for this holiday season.
Fonolo
NOVEMBER 28, 2019
Airline services have been scrambling to improve their customer service strategies and initiatives, making key investments to elevate the overall customer experience. JetBlue is one of the companies that has been actively looking to add value to its customers, using loyalty programs and other means to draw passengers on an international scale. The company recently partnered with Gladly Inc. in an effort to shave time from its customer service call volumes.
Totango
NOVEMBER 25, 2019
Hi , . Today, our Ibiza experience is available for all Totango users. This week is also very exciting as many of us start the holiday season and we’ve released our first Sedona deliverables. Sedona Release. The new Sedona release is focused on enabling you to drive customer success at scale, more effectively and efficiently. This release also leverages Totango best practices to provide a more prescriptive way of engaging with your customers to deliver a world-class customer experience.
Chip Bell
NOVEMBER 25, 2019
Thanksgiving. We all know it as a day of gratitude. That is the left side of the word. While the origin of the day goes back to 1536 during the reign of Henry the 8 th , in this country we associate it most with the Pilgrims in Plymouth in the early 1600s who carved out a day from their rugged quest for survival to express their gratitude for making it that far.
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.
ClientSuccess
NOVEMBER 25, 2019
It’s important to map out and monitor your customers’ journey to ensure you and your team are doing everything in your power to increase retention and lower churn rates. . That’s why we’ve compiled some of the best customer journey analytics that customer success teams and CSMs should track so everyone – from executive leadership to CSMs – can better understand the end customer. #1 Customer Retention Rate.
Fonolo
NOVEMBER 26, 2019
Let’s face it: There are bound to be unpredictable, negative circumstances that any organization will bravely face at some point or another. It’s why it’s been said that you should always “hope for the best, and plan for the worst.” When a company or organization is facing any sort of crisis, whether that’s something as serious as a company data breach, a natural disaster, or even a power outage or water break in your building, it’s important to have an established plan or course of action for y
Gainsight
NOVEMBER 27, 2019
It’s Thanksgiving tomorrow in the U.S., and if you haven’t gotten your supplies and ingredients together, you’re not. quite totally screwed, but at best you’ll be in trouble at the grocery store tonight. There are thresholds for these things, and they have varying degrees of flexibility built in. As an expert on. procrastination, I can say confidently that you can make it work some of the time.
Customer Bliss
NOVEMBER 29, 2019
As we take time to relax, spend time with our families, or ponder on how to best close out the fourth quarter, I’d like to share a few words with you. This is a reminder, especially as we’re in the bustling holiday season, that the decisions you make in business, measure the depth of your humanity: your ability to apply that simple Golden Rule.
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
Hodusoft
NOVEMBER 28, 2019
Think of hospitality and what you see is a mix of services. You have hotels at the core with ancillary services like travel and catering plus support services required in the hotel on the one side. Then there are agents sitting in the middle to serve customers even as they liaise with hotels, airlines, railways, buses and taxi operators. Customers are on the other side and they require immediate attention to whatever their current needs may be – from acquiring knowledge to the final checkout and
The PhaseWare Files
NOVEMBER 28, 2019
Years ago, the idea of customer support was much simpler.
InteractionMetrics
NOVEMBER 26, 2019
Every day, everywhere, companies send email surveys, smiley face surveys, or call to request our customer feedback. It’s overwhelming. However, as we enter the holiday season, let’s acknowledge that when an associate is incredibly helpful, it’s nice to be able to say “thanks!”. Consider when an associate goes the extra mile: it feels good to reciprocate with a “sure, I’d recommend” or a 5-star rating that the associate’s boss might see.
Confirmit
NOVEMBER 26, 2019
Register to the webinar for your region. Australia: 11th December @ 11am AEDT. Europe: 11th December @ 11am GMT. North America: 11th December @ 11am EST. As a CX professional, how do you feel about the future as we head into 2020? Excited about an investment boost, some new hires, and being able to improve your ROI further? If so, good for you. You’re in something of a minority.
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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
NOVEMBER 25, 2019
Everything as a Service. Those of you following my Steven’s Weekly on my Youtube channel , will certainly have noticed the trend that a lot of companies are jumping on the service bandwagon. We’re already used to Software as a Service, Mobility as a Service, Platform as a Service and a few others but it’s becoming increasingly clear that this is truly the era of “Everything as a Service”.
The PhaseWare Files
NOVEMBER 28, 2019
Years ago, the idea of customer support was much simpler. If a customer had an issue with a product, a business either fixed the issue or provided a refund. Today, support means much more. Not only do businesses need to provide solutions to their clients’ issues, but they must also deliver a great customer experience. If they don’t, they risk losing business and damaging their reputation.
ClientSuccess
NOVEMBER 25, 2019
It’s important to map out and monitor your customers’ journey to ensure you and your team are doing everything in your power to increase retention and lower churn rates. . That’s why we’ve compiled some of the best customer journey analytics that customer success teams and CSMs should track so everyone – from executive leadership to CSMs – can better understand the end customer. #1 Customer Retention Rate.
InteractionMetrics
NOVEMBER 26, 2019
Every day, everywhere, companies send email surveys, smiley face surveys, or call to request our customer feedback. It’s overwhelming. However, as we enter the holiday season, let’s acknowledge that when an associate is incredibly helpful, it’s nice to be able to say “thanks!”. Consider when an associate goes the extra mile: it feels good to reciprocate with a “sure, I’d recommend” or a 5-star rating that the associate’s boss might see.
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
SugarCRM
NOVEMBER 26, 2019
What Makes Paid Search Advertising Valuable to Marketers? Paid search advertising, otherwise known as PPC, is your most valuable marketing tactic. Too bold a claim to make? Maybe not. Let’s take a look at the value of paid search, and like any good data-driven marketer, let’s include the stats to hammer home our point. Value 1: Expanding Your Reach.
The PhaseWare Files
NOVEMBER 26, 2019
Chatbots are powerful tools, but you need to ensure they provide the right kind of interaction. Let us help by providing customer support automation.
Qualtrics
NOVEMBER 26, 2019
An internship should be a great opportunity to explore a career path, an industry, and a company. As a company, it’s the chance to invest in the future of business by equipping people who are new to the field with the skills to succeed. The process of selecting a company for an internship varies for each person. Different priorities and expectations for experience influence that decision – from potential skills, the team you meet during interviews, and the products, to human logistics.
Intercom, Inc.
NOVEMBER 25, 2019
Five years ago I wrote about how product strategy means saying no – you must ruthlessly protect your product from feature creep. . Saying no, however, is just one part of a successful product strategy. As your business scales, you’ll need to carefully align your product strategy with your broader company strategy to ensure cohesive and sustainable growth.
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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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