Intercom, Inc.
AUGUST 25, 2020
We all know what a conversation between two people sounds like. “Hey, can you help me a sec?”. “Sure. What’s up?”. “I just can’t make sense of this dashboard.”. Human conversation is a sequence of verbal exchanges – what linguists call turn-taking. This rhythmic exchange is deeply hardwired into our social neurophysiology, as call-and-response bonding in animals is likely hundreds of millions years old.
Beyond Philosophy
AUGUST 27, 2020
Many decisions that we make in life are subjective, without a “right answer.” We weigh the benefits and drawbacks and make the best choice we can based on the information we have. Giving your brain some time to sort through the data points available can increase the chances of making the best choice possible. However, when you don’t provide it with time, sometimes we emphasize the wrong information, which results in less than optimal decisions.
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Fonolo
AUGUST 27, 2020
What is the primary purpose of a contact center agent? You might say it’s to close sales or solve customer issues, depending on the function of your team. Both are true, but every contact center agent in the world must adhere to creating an exceptional customer experience. There are tons of ways to optimize your contact center for a consistently excellent customer experience, but often it’s the little things that can make or break the interaction — namely, what you say and how you say it.
SixteenVentures
AUGUST 26, 2020
What’s the cost of working with Bad-fit Customers? Everything rolls-up to dollars… time and other resources – and even the negative sentiment in the market caused by churning-and-burning customers – all have an associated monetary value. For those who wrongly consider Customer Success an altruistic endeavor, rather than a profit-seeking business strategy, you will want to try to make Bad-fit Customers successful at any cost.
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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.
AUGUST 25, 2020
On this episode of Intercom on Product myself and Paul (Adams, our SVP of Product) delve into how product teams can and should partner with their marketing team peers. Typically on this podcast we’ve focussed on how the product org is structured in a contained way but just as “no person is an island” – no discipline can operate in a vacuum once the company starts to scale.
Beyond Philosophy
AUGUST 22, 2020
THIS is the Big Reason You Make Mistakes. We make a lot of subjective decisions. Without the guide of “right” and “wrong” to direct us, we weigh the pros and cons and do the best we can. However, our brains can thwart our best efforts for an optimal outcome by focusing on the wrong things. Focalism is a concept that describes how our minds can overemphasize specific points of information over others, and often the wrong ones.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Taylor Reach Group
AUGUST 26, 2020
By Turaj Seyrafiaan. In today’s contact centers the concept of First Contact Resolution or FCR for short, is well known. And many understand the value of high FCR scores both in terms of customer satisfaction and loyalty as well as reduced operational costs. Most contact center want to improve on this element, but how? Where do you invest effort to achieve the best results?
Intercom, Inc.
AUGUST 26, 2020
As support teams look to the year ahead, there’s no shortage of priorities to juggle – from team efficiency, to customer experience, to business impact. New research from Intercom reveals how support leaders are striking a balance. Today support teams have a full plate. Customer expectations are on the rise and, at the same time, all parts of the business are facing increased pressure to operate more efficiently and at lower cost.
Fonolo
AUGUST 25, 2020
Understanding and managing customer perception should be a priority for businesses today. There are many ways you can listen and learn how customers perceive your brand, but the easiest way is to simply ask them! Creating a consumer perception survey is the first step — here’s everything you need to know so you can find out what customers really think of your brand.
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.
Lumoa
AUGUST 24, 2020
What is customer engagement, how do you measure it, and most importantly how do you improve it? Learn everything you have to know about customer engagement. Feed generated with FetchRSS
Intercom, Inc.
AUGUST 28, 2020
Engaged teams are the backbone of a healthy organization. When you’re on a team that is highly engaged, the team is humming. Product launches go smoothly, teammates have and resolve healthy conflicts naturally, and even big challenges are viewed as opportunities to improve and grow. The dynamic on the team seems to be one that just works. “One of the most important roles a manager plays on their team is building engagement” When you’re on a team that isn’t engaged, however, everythin
The DiJulius Group
AUGUST 26, 2020
1. Feature Article How To Find Your Personal Why By John DiJulius, Chief Revolution Officer Each of us has the ability to impact thousands of people’s lives through providing genuine care for others, whether it is called Customer service or human service. One of my favorite quotes is by author Marian Wright Edelman, who. Read Full Article. The post How To Find Your Personal Why appeared first on The DiJulius Group.
Gainsight
AUGUST 24, 2020
The onboarding process is a critical predictor of a customer’s success and an essential element for avoiding churn. So imagine, if you will, a product-onboarding process for every new customer that’s intuitive, efficient, and easy to scale. Such tech-touch onboarding would boost brand affinity for end-users who embrace (and would likely evangelize) a product with robust features and functionality that’s also easy to navigate and has built-in responsiveness and support. .
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.
SurveySensum
AUGUST 26, 2020
Why do you need to measure the ROI of your CX program? . To answer simply, how are you going to design, measure, and optimize your CX program if you don’t know its return on investment? . And if you are making an investment, you need to make sure that there is a defined and forecasted return on that investment. . CX leaders often face challenges in quantifying the ROI of their CX program to make a strong business case for the boardroom.
Intercom, Inc.
AUGUST 27, 2020
?. The subscription model has revolutionized virtually every industry. But there’s another reality that businesses now have to contend with: the brief is getting harder and harder to nail. Customer acquisition costs are rising , churn is every company’s poison pill, and the competition is relentless. To navigate the current minefield of growth, businesses need to shift their focus.
The DiJulius Group
AUGUST 26, 2020
There are many leaders today who aren’t solving the issues in their organization – and that’s because they fail to recognize the deeper, underlying issue that sits right at the core of those – trust. Trust affects everything. And the only way to get faster results is increased trust. In today’s episode, Dave Murray, senior. Read Full Article. The post 018: The Trust Edge with David Horsager appeared first on The DiJulius Group.
TeamSupport
AUGUST 26, 2020
In Part 1 of this blog series on how to use reports from your B2B customer support software solution to interpret key data and implement strategies as a result. Next, we explore how to use reporting to determine how happy your customers are and what to do if they’re not. Why? When B2B companies were asked to state the single most exciting opportunity for 2020, the number one response was customer experience (or CX), beating content marketing, video marketing and social!
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
ClientSuccess
AUGUST 28, 2020
If customer success leaders can agree on anything it’s that 2020 has been anything but normal. Luckily, many organizations have faced the ongoing crisis by quickly pivoting to new value-based initiatives or doubling down on customer-focused solutions. No matter how quickly your team adapted to this ‘ new normal ’, however, you’re more than likely dealing with unforeseen customer churn.
Lumoa
AUGUST 25, 2020
You can’t grow your business without expanding your customer base. However, should your marketing budget be more focused on customer acquisition or retention is a tough question and one that will eventually define your growth. Talking about customer retention, you possibly already know the merits of investing time and money in keeping your existing customers satisfied and hooked.
ClearAction
AUGUST 22, 2020
Thriving in Customer Experience on a Tight Budget Lynn Hunsaker. Customer experience management on a tight budget can still achieve great progress. You can make a vital impact even when customers are experiencing difficulties and use of technologies must be scaled back. Proven winners both during and after a down cycle are those that embrace a slowdown as an opportunity to strengthen innovation and business processes.
TeamSupport
AUGUST 24, 2020
Reports. We all have to run them, and read them, and receive them, or submit them, and definitely explain them. But sometimes we get so caught up in the actions surrounding reports that we neglect to actually understand them. As a customer service professional, you have all sorts of data at your fingertips. From time to first response to hourly ticket totals to the number of chat sessions per day and everything in between, a good customer service system can provide you with the metrics needed to
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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.
Customer Experience Matrix
AUGUST 27, 2020
Until recently, most marketers were content to leave privacy compliance in the hands of data and legal teams. But laws like GDPR and CCPA now require increasingly prominent consent notifications and impose increasingly stringent limits on data use. This means marketers must become increasingly involved with the privacy systems to ensure a positive customer experience, gain access to the data they need, and ensure they use the data appropriately.
Lumoa
AUGUST 25, 2020
We live in a competitive world. Every business wants loyal customers, but figuring out how to create customer loyalty isn’t easy. While customer service and customer experience are two key terms often used in discussions about customer loyalty… what do they actually mean? Are they different, or are they two ways of describing the same thing? Let’s clear up the confusion with a little head-to-head comparison.
Totango
AUGUST 28, 2020
A lot goes into crafting the ideal onboarding process for SaaS products. You need to clearly demonstrate the ins and outs of your software to ensure your customers not only know how to use it, but how to employ it effectively in the pursuit of their enterprise’s unique needs and goals. At the same time, you need to minimize time to value (TTV) to ensure customers see the benefits of your product as soon as possible.
Kerry Bodine
AUGUST 25, 2020
It’s the time for service designers from around the world to connect. Now more than ever, we need to lean on one another to navigate the challenges ahead, and the Service Design Network is looking forward to bringing the service design community together for virtual reflection, insight, and inspiration on October 22 & 23, 2020. The virtual Service Design Global Conference aims to give you the same experience and access to service design experts as in an in-person event, without needing to le
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
Gainsight
AUGUST 24, 2020
Martin Casado , former entrepreneur and current General Partner at Venture Capital firm Andreessen Horowitz , posted a thoughtful tweetstorm a few weeks ago. Through the series of tweets, he argued that as cloud and SaaS technology business models become mainstream, the notions of “pre-sales” and “post-sales” have become antiquated: “However, with the shift to bottom-up, this role is changing.
Lumoa
AUGUST 25, 2020
How would you rate your customers’ emotional investment in your brand? Do they love you? Do they care about what you have to say? Do they connect with what you stand for or do they just see you as one service provider among many? Answering questions like these may take some soul-searching. They strike at the heart of the concept of customer engagement, that oft-used buzzword you’ll find referenced across the internet.
Qualtrics
AUGUST 25, 2020
New study from Qualtrics and theBoardlist finds working during the pandemic disproportionately affects careers of women, parents, and people of color. COVID-19 has forced everyone to adjust to a new way of life and a new way of working. But the career effects of the global pandemic haven’t been equitable for all workers, according to a new study of more than 1,000 U.S. adults conducted by Qualtrics and theBoardlist.
The DiJulius Group
AUGUST 27, 2020
What does it take to create a world-class customer experience? World-class customer service authority and president of The DiJulius Group, John DiJulius, shares some great insights into customer experience gleaning from his remarkable years of experience and expertise. The Compound Effect of Executive Leadership Customer service is not a get-rich-quick scheme.
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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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