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.
SixteenVentures
JULY 17, 2020
Is 5% a good monthly SaaS Churn Rate? Read on to learn the answer… As a consultant to SaaS and Cloud providers that are looking to grow, I get asked what an acceptable SaaS churn rate is all the time. This article was originally written in 2013 and has been updated several times over the years. The lessons are accurate even in 2020. As I stated in 2013, the answer to “What is a good SaaS Churn rate,” was, “you want a churn rate to be ‘as low as possible.'” In
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
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!
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.
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 […].
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.
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.
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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.
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.
PeopleMetrics
JULY 13, 2020
In my last blog post , I offered 5 recommendations for re-opening your VoC program in light of COVID-19 closures. If you have not checked out that blog post, I highly recommend doing so ( click here to read ). In this blog post, I am offering a bonus recommendation for reopening your VoC program: Include video in your surveys. Why video? Video is what most engages customers.
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.
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.
Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin
As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.
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.
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.
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.
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.
Speaker: Miriam Connaughton and Donald Knight
As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.
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.
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.
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.
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.
Speaker: Jennifer Wright and Nick Barron
2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt
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.
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.
Knowmax
JULY 14, 2020
Onboarding best practices: Delivering great agent experience.
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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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.
1 to 1
JULY 16, 2020
Without question, the COVID-19 pandemic has laid bare consumers’ dependence on real-time digital services and experiences. When customers order groceries online, use telemedicine, stream movies, or message a customer support specialist, they’re confirming their demand for digital channels. But meeting customer demands in crisis mode is one thing and delivering an exceptional CX in a world transformed by the pandemic is another.
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.
Qualtrics
JULY 14, 2020
For Barry Callebaut - the world’s leading producer of chocolate products, perhaps best known for its Ruby chocolate - vegan products are seen as a key growth opportunity. But as an emerging and fast-growing market, Barry Callebaut wanted to understand generational and geographical nuances when it comes to vegan and plant-based experiences. “We don’t sell directly to consumers, but our customers need to understand how to position our products on the market,” explains Eva Teyssier, Consumer and Ma
Speaker: Evelyn Chou
Choosing the right business intelligence (BI) platform can feel like navigating a maze of features, promises, and technical jargon. With so many options available, how can you ensure you’re making the right decision for your organization’s unique needs? 🤔 This webinar brings together expert insights to break down the complexities of BI solution vetting.
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