Intercom, Inc.
FEBRUARY 14, 2019
You often hear great talks about the founding story and how to drive that first phase of growth. At SaaStr , I talked about what happens after that, how you can drive your next phase of growth. When you are starting a business, or joining a new one, you are excited and full of ideas. You probably have a goal in mind. It might be to launch a new product, to define a new category or to hit $1M in revenue.
Callminer
FEBRUARY 13, 2019
A call center employees job is not easy. But through technology, training and supportive management, employee engagement can thrive leading to a better customer experience.
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Myra Golden Media
FEBRUARY 15, 2019
When your customer furiously tears in, not letting you pinch in so much as “um hmmm,” regain control using the Snatch and Flip technique. Here’s what you do. 1. Listen (Try to be fully present, listening without annoyance.). 2. Identify the subject that has hacked the customer off. (This tends to be the thing they bring up repeatedly.). 3.
Beyond Philosophy
FEBRUARY 15, 2019
We often discuss the Intuitive and Rational System and how they work together to help customers make decisions. The Intuitive System is automatic and emotional, and the Rational System is deliberate and logical. What we don’t usually share is that by academic standards, this concept is relatively new. An older theory also explains why we act the way we do as customers, and you need to know about it to promote customer success.
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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.
Intercom, Inc.
FEBRUARY 12, 2019
Unless your business is transactional, nurturing your existing customers should be just as important as acquiring new logos. The way I see it, closing a deal is just the first step. It’s what comes after – onboarding, upselling and cross-selling, renewal – that determines your customers’ ability to grow with your product and, consequently, the fate of your own growth.
Callminer
FEBRUARY 12, 2019
Contact centers are just looking for love. They want their customers to adore them, striving to provide the best customer experience so these customers will return month after month.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Myra Golden Media
FEBRUARY 14, 2019
If you say “because” when you’re telling a customer something, you’ll significantly increase the chance that they’ll accept your word as final. Here’s Why Saying “Because” Works. Research by psychologist Ellen Langer found that saying “because,” and then tossing out a reason as insignificant as a discarded rubber band, got people to agree.
Intercom, Inc.
FEBRUARY 15, 2019
One of the most fundamental elements of the Intercom platform is how it handles user data – for us and our customers, the ability to access, track and filter data about users is what makes Intercom such a powerful solution. Some important functionality hinges on matching user data against certain criteria – it’s what allows us to send auto-messages to specific users , for example.
Taylor Reach Group
FEBRUARY 12, 2019
By John Cockerill. In Colin Taylor’s recent article, “ Resolving The Riddle Of Retention ,” he speaks about the cost of attrition and the many factors that affect it. This article outlines how to do both a simple estimate of that cost and more complex calculations to undertake for a center. First, let’s outline a simple estimate approach. The five base numbers, measurements, or elements needed are: Number of staff at the start of period being analysed.
Uniphore
FEBRUARY 15, 2019
Within the broader domain of Customer Experience (CX) technology there has perhaps been no greater technological advancement than self-service products and solutions. The dizzying pace of innovation - artificial intelligence, chatbots, machine learning, autonomous service - is enough to leave any CX practitioner feeling overwhelmed. Coupled with the fact that self-service initiatives are often high-visibility and high-priority projects, the risk of a failed implementation always looms large.
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
FEBRUARY 13, 2019
A psychology theory is all very well and good. However, if you can’t apply it to solve your practical needs, it is useless. However, there is another crucial thing you need to know about theory, especially regarding Customer Experience. People get theory wrong with Customer Experience. A lot. We discussed a common mistake a lot of people make with psychological theory in our recent podcast.
Intercom, Inc.
FEBRUARY 11, 2019
We all know the importance of measuring the quality of your interactions with your customers. Asking for feedback from customers helps managers spot and reward star performers and identify opportunities to improve the quality of support their team provides. There are numerous industry standards for this – Customer Effort Score (CES), Customer Satisfaction (CSAT), Net Promoter Score (NPS), etc.
Customer Service Life
FEBRUARY 12, 2019
This article originally appeared on CustomerThink on December 17, 2018. Click here to read the original post. Have you noticed the change in professional sports television viewing over the past few years where it’s become standard for a rules official, oftentimes a former referee, to provide expert interpretations of the rules and judgment calls in instant replay situations.
Uniphore
FEBRUARY 15, 2019
What is the motivation for companies to improve their assisted service? The strategic importance of investing in the Customer Experience has led organizations to improve all aspects of the customer journey. While the self-service channel is being prioritized in part due to customer demand and in part due to cost advantages, companies are being driven to take a renewed look at agent engagement due to a number of factors: Read More.
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.
Taylor Reach Group
FEBRUARY 15, 2019
Leading contact center and customer experience consultancy, The Taylor Reach Group, Inc., has announced that it has been contracted to perform site selection services for a new contact center for a world-leading financial management firm. The client, serving millions of customers internationally with services ranging from personal and business insurance to asset management is seeking to expand its customer interaction capabilities.
Intercom, Inc.
FEBRUARY 13, 2019
One of the biggest challenges with marketing a SaaS product is figuring out a way to announce the continuous stream of updates and feature releases while maintaining a sense of sanity. To stay on top of it, you need to figure out two things: A framework for scoping announcements based on the relative value of the feature or update. Tactics that can scale with the cadence you ship at.
Heart of the Customer
FEBRUARY 12, 2019
Marlanges Simar is the Director of Customer Experience at Prime Therapeutics (Prime) managing their CX (Customer Experience) Architect team. Prime manages pharmacy benefits on behalf of health plans, employers and government programs. I interviewed her to better understand their role, and how they help Prime improve the customer experience. Could you start off by describing […].
Beyond Philosophy
FEBRUARY 11, 2019
My company, Beyond Philosophy was named as one of the Best Management Consultancy firms in the UK by the Financial Times. I was surprised and honored. Getting recognized from the outside feels fantastic. What’s more, this award was voted on by clients and peers. All the hard work by my team has paid off, and I couldn’t be prouder of them. When I started my global Customer Experience consultancy in 2002, I had not been a consultant.
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
Gainsight
FEBRUARY 11, 2019
Last month, I quit my position as head of Customer Success at my company, RD Station. It was a dream job for a CS leader, if I may say so myself. In those six years leading the team, I’ve led its growth from one person to 180 people that are now spread across five different functional teams: Customer Success Manager (CSM), Partner Success Manager (PSM), Professional Services, Support, and CS Ops.
Fonolo
FEBRUARY 14, 2019
Call centers have become notorious for possessing one of the highest employee attrition rates of any industry. According to Talkdesk , call centers have a turnover rate ranging from 30 to 45 percent. This is a staggering number, given that the average employee turnover rate in 2015 for all industries in the United States was 16.7 percent. This isn’t entirely surprising: Call centers are stressful work environments.
Customer Bliss
FEBRUARY 12, 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 a keynote speech, The 5 Leadership Competencies of Beloved Companies , which I recently presented at Cult the Gathering. .
The DiJulius Group
FEBRUARY 13, 2019
Let’s face it—change is uncomfortable. Regardless of the industry or company size, no company is immune to the inevitable discomfort that comes with change. How you choose to manage the discomfort of making changes within your organization has a direct impact on workplace culture. Companies must adapt well to change to remain relevant. Change isn’t.
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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.
Gainsight
FEBRUARY 12, 2019
I frequently hear from customer success and sales leaders that two of the most common reasons for churn or downsell (revenue compression) are executive/sponsor change and lack of perceived value (for your product/service). When I dig into this some more, the most actionable root causes turn out to be a few things: We are not aware of the shifting priorities at our customers’ businesses (hence we cannot keep up with change in what “value” means to them).
Lumoa
FEBRUARY 10, 2019
Looking for the right Net Promoter Score software tools and dashboards? We out together a list of the top NPS software providers and reviewed each of them. Find out the right customer feedback software for your needs.
DMG Consulting
FEBRUARY 12, 2019
AI, Automation and Analytics Drive Vast Improvements in Contact Centers. The WFO market has come a long way since DMG Consulting began covering this sector 15 years ago. The service economy has undergone many changes, all of which benefit from real-time contact centers, the subject of the book The Real-Time Contact Center , published by Donna Fluss, President of DMG Consulting, 13 years ago.
Totango
FEBRUARY 15, 2019
Measuring product adoption by users is critical for SaaS and Cloud companies as this is the most telling indicator of the value customers are getting from products and services. And when it comes to preventing churn and driving growth, it is necessary for companies to know which customers and users are using their products, how they are using them and to what extent.
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
Fonolo
FEBRUARY 12, 2019
Here’s what we know: In the call center industry, it feels as though there is a carousel of new and emerging call center trends forever in rotation. A trend doesn’t even have to be new or never-before-seen, mind you; it could very well be an existing technology, process, product, or service that has finally garnered the attention it deserves. In the call center industry, something big is trending: Call-backs.
ProProfs
FEBRUARY 11, 2019
The practice of utilizing software platforms and technologies to fulfill marketing purposes has definitely caught up in recent times. Marketing automation technology, in particular, is turning lean marketing teams into a force to be reckoned with. This is now allowing start-ups and emerging businesses to compete with large-scale enterprises in the war for customer attention.
UJET
FEBRUARY 14, 2019
Customers reach out to your company for a number of different reasons. When your team can quickly evaluate the type of customer interaction they're having and are trained in company best practices to handle them effectively, it sets your team up to provide a better customer experience.
Customer Bliss
FEBRUARY 14, 2019
Today I’m chatting with Scott Campbell , the senior vice president, and chief client officer at American National , which offers personalized life, business, and auto insurance. . Before leading client experience at American National, Scott spent a large chunk of his career in marketing and communications. He previously served as the company’s chief marketing officer.
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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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