eglobalis
JULY 13, 2020
Retail Digital and Physical Experience Can Still Satisfy Europeans during COVID-19. The post Retail Digital Experience Can Still Satisfy Europeans during COVID-19 appeared first on Eglobalis.
Intercom, Inc.
JULY 14, 2020
Customer success – every business wants to invest in it but only a few know what it actually entails or how to do it well. There are a lot of words that get thrown around with customer success: problems to be solved, implementation, product experts, expansion, strategic partners, technical advisors, proactive versus reactive. But what does all this really mean, and how will it help us help our customers be more successful?
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Beyond Philosophy
JULY 16, 2020
I’m obsessed with memory. I love the subject and discussing the behavioral sciences that explain it. Today, we decided to address memory and how crucial it is to enhance your customers’ recollections of their experience with you. We discussed this concept on a recent podcast with guest Zoey Chen, assistant professor of marketing at the University of Miami School of Business.
SurveySensum
JULY 14, 2020
The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth. While many brands are struggling to deliver the relevant and delightful experiences to the customers, certain Customer Experience Leaders have broken the code and delivered what is considered to the best!
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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.
Fonolo
JULY 14, 2020
Flexible working arrangements have been commonplace for some time — even prior to COVID-19. Over 70% of employers who have implemented flexible working arrangements believe that it has had a positive impact on employee engagement and motivation. But many contact centers had yet to take advantage of the many benefits that come from offering your contact center agents flexible working arrangements.
Intercom, Inc.
JULY 16, 2020
As tech continues its path toward democratization, with better offerings available to more people, an odd contradiction has revealed itself: on the enterprise side of things, most software simply isn’t very good. By Loren Padelford’s estimate, tech is one of (if not the only) industries in the world where the more money you spend, the worse your experience becomes.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Kate Nasser
JULY 12, 2020
To undo customer and employee anger & upset, find their powerless feelings & empower them. Kate Nasser, The People Skills Coach™, Author of Leading Morale. The post What Powerless Feelings Do to Customers & Employees | #Leadership appeared first on KateNasser.com.
Heart of the Customer
JULY 15, 2020
We had a great discussion on LinkedIn a few weeks ago about the disconnect between customer experience and leadership. This post kicked things off: As I interview CX leaders and CEOs, it’s been fascinating (but not surprising) to hear the vast differences in focus. CX people focus on survey results; their thoughts are on how to improve the experience in order to improve […].
Intercom, Inc.
JULY 14, 2020
As customers expect more and more out of support experiences, support leaders can risk burnout on their team to meet the escalating demand. In a recent study with over 600 support leaders, we found that smaller support teams (fewer than 100 agents) are less likely than larger teams (more than 100 agents) to say they can continue meeting accelerating customer expectations.
ProProfs
JULY 16, 2020
Recent global events have affected how organizations perceive their corporate training initiatives. People are starting to realize how important eLearning tools are in upskilling and reskilling the modern workforce. . But with various trends and fads flooding the corporate training landscape today, L&D leaders and HR professionals can’t help but get lost; thus, these “noise” make it hard for them to pick out the essential information.
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.
The DiJulius Group
JULY 15, 2020
1. Feature Article The 3 Questions You Need to Ask Employees About Their Leaders By John DiJulius, Chief Revolution Officer Former Southwest Airlines co-founder, Herb Kelleher was known as a rebel, innovator and a genuine leader who cared about his people. Forbes magazine said, “Kelleher was perhaps the best CEO in America.” Southwest has. Read Full Article.
Kate Nasser
JULY 12, 2020
To undo customer and employee anger & upset, find their powerless feelings & empower them. Kate Nasser, The People Skills Coach™, Author of Leading Morale. The post What Powerless Feelings Do to Customers & Employees | #Leadership appeared first on KateNasser.com.
TeamSupport
JULY 16, 2020
Stop playing ticket volleyball with your B2B customers. When you stop playing ticket volleyball with your B2B customers--bouncing tickets from agent to agent or even dev ops—and achieve swift ticket resolution with the right B2B customer support software, everybody wins. We conclude our four-part series about how a B2B customer support software solution like TeamSupport can help solve the many points associated with your current customer support system.
Dealing With Humans
JULY 12, 2020
I have gone for quite some time without a post, not just because of being a bit overwhelmed where I work, but because I am watching an interesting societal phenomenon unfold, and I wanted to see it play out further before commenting. Now it’s time. I am beginning this with blatant self promotion. Go back and read all of the posts on this site, because human insecurity and need for relevance are showing themselves at levels many in the business of serving people would agree is alarmingly high.
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.
The DiJulius Group
JULY 15, 2020
In today’s episode, Chief Revolution Officer John DiJulius and senior consultant Dave Murray from The DiJulius Group feature the man who revolutionized, not only the coffee industry but the entire retail and hospitality industry – Howard Schultz. Howard’s actions as a leader and what he had done to build Starbucks has created so much useful. Read Full Article.
ClientSuccess
JULY 13, 2020
For some customer success teams, looking for new customer onboarding software can be a long, multi-faceted process. For every great recommendation there is a negative review out there somewhere. And in the world of customer success, vendor recommendations are paramount. The right customer onboarding platform is extremely important to the long-term success of a business, so finding the solution that works best for your team is key.
Myra Golden Media
JULY 16, 2020
Digital workshops are super fun and include engaging learning activities, scenarios based on issues you bring, guided small group discussions in virtual breakout rooms, polling questions, and PDF workbooks. I’m facilitating digital workshops on de-escalation, call control, empathy, telephone skills, and more. Read course outlines or talk to me about a digital workshop for your company.
TeamSupport
JULY 14, 2020
Break down silos and build up communication among teams. In today’s hyperconnected world of business, it’s hard to believe that silos still exist between departments. Sadly, they do. But with the right B2B (business-to-business) customer support software, it’s easy for support, sales, and product development teams to all have full visibility into the history of the customer, what products they are using, and what communication has occurred throughout the relationship.
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
Confirmit
JULY 16, 2020
The long-awaited return of the Confirmit 2020 AIR Awards is now open for entries. It’s a strange time, but now more than ever it’s certainly something to get excited about! Each year Market Research and corporate research winners tell us how they’re making an impact and bringing results to the business – and the awards prove it.
Gainsight
JULY 16, 2020
For many of us, we are now well past five months in various states of quarantine. Relationships are such a crucial part of sales, and it has become even more difficult without in-person contact. Body language, eye contact, energy, and other ways to gauge connectedness have now been replaced with less impactful digital cues. The pandemic has forced Sales teams to get back to basics to close deals during a tough time for most. .
Hodusoft
JULY 16, 2020
Ultimate customer service is the key to business growth and out beat market competition. Whether you are handling a small business or an enterprise, customer engagement is the key. Once your business delivers a satisfying customer experience, it can easily improve sales and ROI. Besides, you never know which channel customers like to connect with your business.
The DiJulius Group
JULY 16, 2020
Eradicating racism from this planet is the ultimate goal. But for now, here’s how you can do your part in solving this issue of social inequality. Acknowledge publicly and privately that there’s a problem. Publicly acknowledge that racism exists, and it probably exists in your company. This is the first step because it opens up. Read Full Article.
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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.
CSM Practice
JULY 15, 2020
The Internet offers endless resources for research, news, reference, and books about Customer Success. This makes useful tips for CSMs and prospective CS practitioners available right at your fingertips. Just search, type, and click, like magic, hundreds of results that are ready for you to check out. There are many Customer Success books that are published every year.
Confirmit
JULY 15, 2020
While the pandemic seems to have gone beyond the peak in many European countries and most of the restrictions have been relaxed, the situation is still quite worrying in Latin America. WHO reported by the end of May that for the first time this region concentrated the largest number of new daily cases, outpacing the US and Europe. Brazil only became the second country globally in terms of total infections.
Doing CX Right
JULY 14, 2020
Delivering great customer experiences has become a top priority for many companies. Given the increased focus, employees and leaders with CX skills are in great demand. While on the job training and reading books provide great learnings, getting CX certified from a formal university program can accelerate your career. It did for me and that’s why I recommend you do the same.
Gainsight
JULY 14, 2020
In EdTech, where communication is critical, how do you make sure the right message reaches the right students, teachers, administrators, and other educational players? Amidst the end of the school year, graduation chaos, and planning for the next school year, educators have not only been bombarded by every email subscription list they’ve ever signed up for but also marketing campaigns from new and old EdTech companies.
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
CSM Practice
JULY 15, 2020
The Internet offers endless resources for research, news, reference, and books about Customer Success. This makes useful tips for CSMs and prospective CS practitioners available right at your fingertips. Just search, type, and click, like magic, hundreds of results that are ready for you to check out. There are many Customer Success books that are published every year.
Knowmax
JULY 14, 2020
Onboarding best practices: Delivering great agent experience.
The Squawk Point
JULY 13, 2020
Because a picture is worth a thousand words. (or numbers) you need to know…. There is a tried and tested way to communicate with data — Storytelling With Data. That infographics can be powerful — Information is Beautiful. But most infographics are not — The Guardian. That professional communicators are crystal clear — The Economist.
Qualtrics
JULY 15, 2020
More than 60% of workers say they’d feel uncomfortable returning to a workplace right now. Three out of five people who switched to remote work during the pandemic said they prefer working at home to working in an office. Almost 9 out of 10 employees want the flexibility to work from home at least occasionally. Leaders across the globe are faced with difficult decisions as COVID-19 surges in some areas and drops in others.
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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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