eglobalis

NOVEMBER 21, 2019

Customer Experience Best Books of 2019 -2020 Yearly List. The post Customer Experience Best Books of 2019 – 2020 Readings appeared first on Eglobalis.

Customer Experience 373

Customer Experience Customer Relationship Innovation CX 373

Intercom, Inc.

NOVEMBER 18, 2019

Chatbots are on the verge of living up to their hype, with new research commissioned by Intercom indicating where they can have the most impact. We fundamentally believe chatbots have the potential to transform businesses in two ways: by delivering radical efficiencies, and by helping businesses meet ever-increasing consumer demands. In our very first Chatbot Trends Report, which we’re releasing today, we see the efficiency half of that equation start to unfold.

B2C 42

B2C Sales B2B Start-ups 42

Callminer

NOVEMBER 20, 2019

This year’s annual LISTEN user conference was the largest yet with 413 attending the event! It's hard to believe it's "in the books!" Here's our wrap up!

182

182

Beyond Philosophy

NOVEMBER 22, 2019

I was in the Apple Store the other day, and I thought to myself, this is more like a club of shared values and interests than a shop. It was as if it was a meeting place for like-minded people with common ground. . It felt like a tribe. We discussed Tribalism on a recent podcast and how your brand can create one with your customers. Tribes are not only good for your brand, but they are excellent for building Customer Loyalty. .

Customer Loyalty 25

Customer Loyalty Customer Experience 25

Advertisement

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.

Contact Center

Heart of the Customer

NOVEMBER 21, 2019

Two-thirds of customer journey mapping initiatives fail to drive action, as we revealed in our book How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change. That’s not really surprising, is it? It’s easier to reveal where customers are having problems than it is to do something about it. Taking […]. The post Turbocharge Your Journey Map appeared first on Heart of the Customer.

Customer Journey Map 120

Customer Journey Map Customer Experience 120

Intercom, Inc.

NOVEMBER 21, 2019

One of our mantras here at Intercom is that customer retention is the new conversion. In an era when more and more businesses adopt a subscription model, strong customer retention is the key to sustainable long-term growth and requires a laser-like focus. . To retain more customers over time, you must invest heavily in understanding who your current and prospective customers are and what problems they’re trying to solve.

Customer Retention 34

Customer Retention Customer Journey Map Start-ups Sales 34

Beyond Philosophy

NOVEMBER 22, 2019

What is Really Happening on Black Friday? It’s that time of year again: Black Friday sales are next week. A US tradition, Black Friday was named for the idea that it is the day retailers finally move out of the red for the year and into the black of profits. It is also the official kickoff of the holiday shopping season. However, what is really going on here?

Retail 109

Retail Sales Customer Loyalty Customer Experience 109

Taylor Reach Group

NOVEMBER 18, 2019

By Turaj Seyrafiaan. More and more contact centers see the value of Quality Assurance in improving their operation both in terms of efficiency and effectiveness. However, in most cases the effectiveness of the process is measured internally based on what the organization believes to be the right approach or behavior. This internally focused approach could be in conflict with what customers feel and experience.

Customer Satisfaction 18

Customer Satisfaction Contact Center Scorecard Compliance 18

Intercom, Inc.

NOVEMBER 21, 2019

Today we’re excited to launch a brand new learning platform called Intercom Academy : a series of on-demand courses that teach our customers how to become better at their jobs at every stage of their career. We’ve always placed a high value on educating our customers and helping them get the most value from Intercom. In the early days of Intercom, our Chief Strategy Officer and co-founder Des Traynor hosted daily “seminars” to show new signups and prospects how to achieve success with Inte

Education 23

Education Start-ups Sales Technology 23

Callminer

NOVEMBER 19, 2019

Employers and other entities that need to check an individual's prior work history can call upon an arsenal of tactics, including Verification of Employment (VOE).

VOE 182

VOE 182

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.

B2C

Beyond Philosophy

NOVEMBER 19, 2019

Marketing Yourself. We usually talk about how you should use the principles of brand management to deliver excellent Customer Experience. However, brand management is an essential part of your job search, as well. In other words, marketing your Customer Experience has given you everything you need to know about selling yourself. Moreover, it has taught you all you need to know about improving your experience as a person.

Customer Loyalty 102

Customer Loyalty Customer Experience 102

Totango

NOVEMBER 21, 2019

There’s a saying in business: if you can’t measure it, it never happened. But how do you measure satisfaction? Luckily, there’s a measure for that, too: customer satisfaction metrics. Customer satisfaction quantifies the degree to which a customer is pleased by a product, brand, or overall experience. If you don’t measure customer satisfaction, you may be blindsided by customers who churn or discourage others from working with you.

Customer Satisfaction 93

Customer Satisfaction NPS Net Promoter Score Education 93

Fonolo

NOVEMBER 19, 2019

People are busy, often going from meeting to meeting at work, chasing after their kids, running errands, or out and about with friends and family. Moments when they have to get in touch with the customer service call center of a company is met with dread, because they don’t have the time or energy to call, wait on hold, and be passed around from one customer service agent to another to solve their problem.

Technology 89

Technology Technology Social Media Healthcare 89

Callminer

NOVEMBER 17, 2019

To help you find the right data mining solution, we’ve compiled a list of tips, quotes and other insights from experts around the web.

Data Mining 182

Data Mining 182

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.

Actionable Insights

Gainsight

NOVEMBER 20, 2019

To truly excel in product management, you need to have a respect for design, an understanding of countless processes, a passion for problem-solving, excellent communication skills—the list goes on and on. That’s a lot to keep up with. Let us introduce you to the mantra, “Stay thirsty my friends.” To you this may sound like the tagline of a famous beer commercial , but to us, it’s a core value that we live by every day.

Start-ups 80

Start-ups Education Actionable Insights AI 80

TeamSupport

NOVEMBER 22, 2019

While 90% of business-to-business (B2B) leaders recognize the importance of customer support, fewer than 25% of companies excel at helping their customers. It’s a concerning statistic as B2B markets thrive off long-term relationships with their clients. Phone calls are a vital component of any B2B customer support strategy, as it’s often the fastest way to resolve problems.

B2B 80

B2B Customer Relationship Management Touchpoint Start-ups 80

Fonolo

NOVEMBER 21, 2019

Zappos. Apple. Wistia. Netflix. Whatever your business or its size, the first place your customers go when seeking help is your website. And if they can’t find the information they need there, you’re going to lose them. You don’t have to be reachable by phone 24/7, but you do have to give your customers a way to solve their problems or get in touch when they can’t help themselves.

Customer Service 89

Customer Service Transportation Gaming Start-ups 89

Callminer

NOVEMBER 20, 2019

Ensuring your company deals with and employs only the best candidates can prove to be a very tricky feat. Although there are many honest applicants to positions and potential commitments, there are, unfortunately, some applicants who are less than trustworthy. The information many people provide on their resumes has become more and more inaccurate as competition for jobs, loans, and other opportunities grows.

VOE 140

VOE Legal Government Compliance 140

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

Customer Satisfaction

Gainsight

NOVEMBER 22, 2019

Today is the big day. You and the rest of the product team are launching what is sure to be the next game-changer. You’ve done all the legwork leading up to the release to make it a success, so what could go wrong? Why Aren’t Customers Adopting Our Latest Release? Your colleagues in Marketing, Sales, and Customer Success (CS) are trained on the new release.

Start-ups 80

Start-ups Gaming Innovation Sales 80

UJET

NOVEMBER 18, 2019

2019 is coming to a close and the customer support industry is moving into the next decade. It’s become even more clear that support expectations are changing, expanding, and require a higher level of diligence to provide the best experience possible for customer satisfaction and loyalty. To welcome the new year, here are five predictions for 2019. Messaging Surpasses Voice.

Contact Center 78

Contact Center Machine Learning AI Omnichannel 78

Myra Golden Media

NOVEMBER 20, 2019

How to Handle Difficult Customers. (with a focus on de-escalation). 30-Minute De-escalation Online Class to Help Your Employees Get Angry Customers to Back Down, Even Customers Who Want a Supervisor – with Video Teaching, Simulations, Knowledge Checks, and Practice Interactions. A customer support specialist said “In regards to your eLearning course, your coaching has immensely helped me with a few difficult calls these past three weeks.

Social Media 74

Social Media Start-ups Customer Service 74

Customer Bliss

NOVEMBER 21, 2019

As the chief customer officer (CCO) of the organization, you may at times feel like you’re begging for people to listen to you, to understand your goals, and to implement your suggestions. This is an important role for the growth of your organization, and you will need the help of your C-Suite team, especially the CEO, in order to gain real traction in your work.

CX 73

CX Customer Experience 73

Advertisement

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 Service

The DiJulius Group

NOVEMBER 20, 2019

Can You Keep Quiet Longer Than 18 Seconds? Providing excellent customer service starts with how well we listen and manage customer expectations. The highest form of respect we can show another person is genuinely listening and giving them our undivided attention. However, the listener also benefits dramatically, because it is only when we are listening.

Customer Expectations 69

Customer Expectations Customer Service Customer Experience 69

ProProfs

NOVEMBER 21, 2019

Online learning has taken education and training to the next level, and it’s not surprising to see why. Technology has crept up the sleeves of education, and the results have been outstanding. With the arrival of LMS software , began an era of online learning, followed by online assessments. It is the virtue of being so much more convenient that LMS software like the Training Maker & Exam builder software quickly marked their spot in the sphere of teaching & learning.

Education 69

Education Start-ups Sports Technology 69

Chip Bell

NOVEMBER 19, 2019

It was not a fancy restaurant. My hotel did not have a restaurant, so I walked a block to this simple diner. I was there for a late breakfast before beginning my work with a client in the afternoon. There were only two people in the restaurant…a couple waiting for their check. The happy-go-lucky waitress poured my coffee and took my order. Moments later she returned with a small flower arrangement in a glass vase and a magnificent day starting announcement.

Start-ups 66

Start-ups Innovation CX Customer Service 66

Customer Bliss

NOVEMBER 19, 2019

In this week’s Daily Dose video, I share an excerpt from a keynote I presented recently that focuses on the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below. The beloved companies grow by proving with their actions that they have their customers’ best interest in mind.

Manufacturing 68

Manufacturing Innovation CX Technology 68

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

Retail

Totango

NOVEMBER 19, 2019

The digitization of business has shifted the way customer value is achieved and how investments generate returns. In this customer-centered economy , you need to provide customers with a responsive, personalized service that is focused on their needs. Customers are empowered to expect cyclical subscription arrangements they can opt-in or out of depending on their experience of value.

Scorecard 64

Scorecard Finance Touchpoint Start-ups 64

Taylor Reach Group

NOVEMBER 21, 2019

By Peg Ayers. Record low unemployment has created new emphasis on employee retention in contact center operations throughout Canada and the United States. With payroll as their biggest expense, contact center operators are searching for ways to retain their good employees and save the thousands of dollars it costs them for each one they have to replace.

Contact Center 63

Contact Center B2C Start-ups Technology 63

ClearAction

NOVEMBER 19, 2019

Une épitaphe, c’est un texte inscrit sur une pierre tombale ou un monument funéraire. Il peut s’agir d’un seul mot, d’une phrase ou d’une citation célèbre qui représente bien le défunt. Si celui-ci n’a pas pris le temps de choisir son épitaphe, il est d’usage que la famille ou les proches choisissent le texte à inscrire. C’est un acte délicat, mais nécessaire pour commencer le travail de deuil et honorer la mémoire du défunt.

62

62

Gainsight

NOVEMBER 18, 2019

According to a B2B Marketing survey, two-thirds of marketers are making CX a priority in the next twelve months. More than a quarter of those surveyed are prioritizing CX before the year-end, largely because CX is set to become the most influential factor in customers’ minds as they sort through their options in saturated markets. Of the B2B companies that are fine-tuning their CX strategy , they are said to have strong revenue growth and ROI, reporting more than a 2x return on their investmen

B2B 12

B2B CX NPS Net Promoter Score 12

Advertisement

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.

VOC