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Written by Jeremy Watkin and Community Dear contact center agent: What if I told you that if you come to work for us you can do the exact same job as you’re doing now but we’ll instead call you a customer service hero, guru, rockstar, or ninja? Are you sold? In all seriousness, I recently had a conversation with someone who voiced their disdain for the term “agent” when referring to a customer service or contact center professional.
We encourage clients to research their customers all the time. Late last year, we decided to take our advice and study our customers and prospective customers, and well, anyone. Some of the research told us what we expected to hear, but some of the revelations might surprise you. We talked about this research in a recent podcast. You All Want Growth.
On this week’s show we’re revisiting a chat I had in October last year with Bailey Richardson, co-author of Get Together , a book that tells you everything you need to know about fostering community. We know that nurturing a sense of community is so important at a time like this, so I caught up with Bailey to get her advice on how companies and groups can cope in the current climate.
The debt collection industry is changing and ever-evolving. Laws related to consumer credit, creditors rights, and collections are constantly under revision.
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.
Written by Jeremy Watkin and Community Dear contact center agent: What if I told you that if you come to work for us you can do the exact same job as you’re doing now but we’ll instead call you a customer service hero, guru, rockstar, or ninja? Are you sold? In all seriousness, I recently had a conversation with someone who voiced their disdain for the term “agent” when referring to a customer service or contact center professional.
We’ve been in customer experience quite a while now. To paraphrase Liam Neeson – we have a very particular set of skills, skills we have acquired over very long careers. And we’d like to use what we know to help you help your customers when so much is out of your control. Below are five […]. The post 5 virus-related CX tips you need TODAY appeared first on Heart of the Customer.
In this unprecedented and uncertain time, Intercom’s first priority is the health and wellbeing of our staff and their loved ones, the communities we work in, and the customers we support. We wanted to share what steps we’ve been taking in recent days to protect these groups. We hope these measures will also contribute, if even in a small way, to slowing down the spread of the virus.
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Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
In this unprecedented and uncertain time, Intercom’s first priority is the health and wellbeing of our staff and their loved ones, the communities we work in, and the customers we support. We wanted to share what steps we’ve been taking in recent days to protect these groups. We hope these measures will also contribute, if even in a small way, to slowing down the spread of the virus.
Conventional wisdom accepts it’s cheaper to keep existing customers than to get new ones. Then why is it companies pay so little attention to creating brand loyalty? Treating your customers right and giving them what they want should be a no-brainer. Read More.
When we put out our blog last week on facing changes we didn’t yet know how big they would be. This week we are in a new paradigm due to COVID-19, where remote work is a necessity. For some of you this may be new. The post Crisis as Catalyst: Managing Your Remote Customer Service Team appeared first on Navedas.
A strong customer support team is integral to the success of any business. But a strong team doesn’t need to be in the same office to ensure success. The rise of remote work has proven that employees can be as, or more, efficient in their work outside of the office. But even with a dispersed team, managers and supervisors can ensure that agents are providing the expected high-quality support to maintain positive customer experiences.
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.
Shark attacks have overblown importance compared to how often they occur. But since TV and movies have made so much of these rare, and rarely fatal events, we are sure we will be the next victim. These unlikely worries are the result of a psychological phenomenon called the Availability Heuristic. This episode of the Intuitive Customer explores the Availability Heuristic and how it can help your brand promote customer-driven growth.
The Incredible Opportunities out of the Coronavirus Crisis in your Personal Life By now we should all be well aware of what we need to do and avoid doing to stay healthy. However, constantly checking headline news and social media during times like this can become an unhealthy addiction. As well as making it the. Read Full Article. The post The Incredible Opportunities out of the Coronavirus Crisis in your Personal Life appeared first on The DiJulius Group.
By Colin Taylor. One priority each of us should have on our “to do” for 2020 is mental health. Mental health disorders are pervasive, according to the Center for Disease Control (CDC), with nearly 1 in 5 Americans aged 18 or older reporting mental illness and more than 70% reporting at least one symptom of stress in 2016. Too often we overlook mental health issues as personal issues that are not the concern or responsibility of the employers or the organization.
SPECIAL NOTE: This video was pre-recorded prior to the outbreak of COVID-19 and the shutting down of many face-to-face businesses. While we certainly would have made it more current in content and tone for the current circumstances if recording today, we still think the underlying answer to this question is worth sharing. Prior to the current situation, the ability to work customer service jobs from home was increasing both as the technology and benefits of a distributed workforce increased.
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.
You all want growth, don’t know what to prioritize to get it, and aren’t nearly worried enough about the disruption AI will have on your industry. At least, that’s what our research late last year told us. This episode of The Intuitive Customer reveals the trends we identified in our research late last year. While some of it was what we expected to hear, a few trends left us gobsmacked.
Marketing is a great profession and the marketing 5Ps is the code by which we live. I’ve worked in or with marketing teams for almost my whole career and I am passionate about brand building. From the outside, others see marketers as those who come to work late and seem to party all night. They always seem to be watching TV or jetting off to exotic places to talk about advertising!
When money is tight and businesses are going through hard times, how can a business properly manage their customer experience management (CXM) resources wisely? We'll share everything you should know about allocating and managing your customer experience program when times are tough.
It’s times like these that really put what’s important into perspective. Nick recently wrote a great post detailing five major reasons why customer success, and its impact on retention, is existential for businesses during a downturn. To paraphrase, being there for your customers when they need you most will enable you to keep and grow their business when you need them most.
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
In this time of Coronavirus…let goodness prevail, instead of fear. Let kindness and grace be our first instinct. Let trust and respect become translated now into our business lives. These will lead to every kind of prosperity on the other side of this pandemic. Growth through admirable acts will define companies and people now. I was struck by this beautiful gesture of humanity in the Italian city of Siena.
As the Coronavirus spreads, it brings new and unique challenges to organizations in every industry in all parts of the world. People are working in a time of tremendous uncertainty and stress. If you’re a leader in this unfolding drama, there is no clear view of the direction or duration of the crisis. The health of people near you may be threatened.
Are Customer Reviews Reliable? This is an age old question, or at least as old as the internet itself. The answer is simple. Yes, no, and maybe. If you’ve studied statistics at all, you may have heard of something called statistical significance. That means there is enough of a sample set enough data that the data can be judged as being a fairly good indication of the truth.
Do you remember New Year’s Eve? I do. I’m talking about New Year’s Eve— this year. 2020. The start of a new decade. The twenties. At least now we just say “the twenties” The “aughts” and the “teens” didn’t exactly roll off the tongue. When you look back at January 1, 2020—the hopes, the dreams, the resolutions—it all feels so long ago.
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.
Balandra Customer Flow Diagram The need for a system that assembles unified, sharable customer profiles is now widely accepted. So is the label of “Customer Data Platform” to describe such systems. What people do still debate is whether a Customer Data Platform should only assemble those profiles or should also include features to “activate” them in the sense of selecting customer treatments.
Dear Totango Community, In these unprecedented times, I wanted to personally reach out to you to express our concern and support for you, your families and your businesses. We at Totango will continue to be here to support you for whatever you need, personal or professional. Please simply reach out and let us know what we can do to help. The safety of our employees and community is of paramount importance to us and as such we’ve taken steps over the last few weeks to protect all – ce
It’s amazing to me how many companies destroy a customer relationship at the very end. How their attitudes change towards a customer at the end of that customer’s “ customer lifetime ”. A company that’s worked hard to deliver a good product, good service, and good experience, throws it all away when the customer leaves. Now, I don’t really rant for the sake of ranting, because that makes these posts about me and not you, and that’s not what we’re about.
If you’ve spent any time on any social media these last few days, the responses to the current coronavirus crisis range from: All the way to: In response to these highly polar emotional reactions, many may believe the sensible path is cold reason—set aside feelings and take the rational path. In defense of “emotional” decisions. I truly believe that emotions are completely valid signals, and any call to ignore them ignores not only a part of what connects us and makes us human,
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
How to work remotely with a team is the most trending topic right now. Here’s precisely how you build a team and communicate with your team from anywhere.
Customer-Centric Voice of the Customer Lynn Hunsaker. Customer-centric voice of the customer may seem automatic: it’s the customer’s voice, so isn’t it automatically customer-centric? Nope. “Centric” means “being at the center”, and if your voice-of-customer is asking about you, then it’s not really asking about them.
For many people working in the SaaS industry, the term Customer Relationship Management (CRM) has become a blanket ‘catch-all’ term for anything having to do with sales, onboarding, adoption, renewals, and, yes, customer retention. Those of us in the customer success world, however, know first-hand just how different these different buckets of the customer lifecycle can actually be from one another.
Your CSM team is on the front line every day keeping your customers successful. They wear a multitude of hats to keep the business thriving. From strategists, to cheerleaders to therapists, they help your customers drive outcomes to support retention and growth. During times like this, these high-touch, client-facing roles are under unprecedented amounts of stress.
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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