Intercom, Inc.
JUNE 15, 2018
There are few issues more important than customer retention when running software-as-a-service businesses. It’s no good acquiring customers for $10, if they only stick around for a month or two. Retention can be measured qualitatively by talking and checking in with your customers regularly so you’ll know what their main questions and issues are, and when they occur.
Callminer
JUNE 13, 2018
I had the pleasure of speaking on a webinar, Best Practices and Guidelines Purchasing Speech Analytics. But I wanted to share with you some of the questions, answers, and takeaways from the webinar.
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Beyond Philosophy
JUNE 15, 2018
Pricing is fundamental to your business. It also has an enormous influence on Customer Experience outcomes. You should understand Mental Accounting as it pertains to customer behavior before you set the price and before you ruin how your customers feel about your experience. This was a great topic of discussion in our recent podcast. So, What is Mental Accounting?
Fonolo
JUNE 14, 2018
2018 is game time. It’s time to look at your customers as teammates rather than as opponents. It’s time to reboot your customer experience game. And: It’s time for you to win. Here is the reality: A poor (or even worse, unmemorable) customer experience (CX) has led to a resounding “Game Over” for many businesses in the last few years. In 2018, becoming a winning company with a devoted fan base is no easy feat.
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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.
JUNE 13, 2018
Of all the ways to get your message into the world, staging events might not seem like the most efficient or scalable. But that misses a few important qualities that only live events can offer. In our industry there are dozens, if not hundreds of ways you can get in front of your customers or people you’d like to be your customers. When resources are low, impact is key.
Callminer
JUNE 12, 2018
Customer Contact Week (CCW), June 18-22, 2018, is shaping up to be bigger and better than ever before and CallMiner is excited to be a part of multiple activities during the event including hosting a Master Class Workshop, a Meet the Customer event, and Demo Theater Presentations, as well as the always popular CallMiner Moscow Mule Reception! See our day-by-day schedule of events during CCW below.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Kerry Bodine
JUNE 14, 2018
Imagine you’re in the midst of a journey mapping workshop and your customers are bombarding you—in a good way—with insights about their needs and expectations. Somewhere along the way, a participant recounts a particularly bad experience, and you feel compelled to explain the behind-the-scenes factors that derailed her experience. “Well, that’s because of a regulation we don’t have control over,” you begin to say.
Intercom, Inc.
JUNE 11, 2018
Account plans are one of the most important weapons in a salesperson’s arsenal. They bring together critical information about your customer, your competitors and your strategy to nurture existing business in a simple document to ensure each customer is set up for success. So why do sales teams often ignore them? The formula for selling SaaS software is quite simple.
Callminer
JUNE 12, 2018
Contact Center Week (CCW), June 18-22, 2018, is shaping up to be bigger and better than ever before and CallMiner is excited to be a part of multiple activities during the event including hosting a Master Class Workshop, a Meet the Customer event, and Demo Theater Presentations, as well as the always popular CallMiner Moscow Mule Reception! See our day-by-day schedule of events during CCW below.
Retently
JUNE 13, 2018
Exit surveys — surveys you send to customers when they cancel their subscription or abstain from upgrade after a free trial, ceasing to use your service — have grown massively in popularity over the last few years, as an increasing number of businesses realize the tremendous value of feedback from departing customers. Done right, they can provide valuable insights into why customers quit using your product giving you a grasp of the customer experience and the issues they dealt with a
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.
Myra Golden Media
JUNE 12, 2018
One of the easiest ways to make your conversations with customers more conversational, and friendly, is to speak in complete sentences. It is so familiar to hear interactions like this: Last name? First name? Zip code? It’s undoubtedly efficient to ask customers questions in this manner. However, it’s not the friendliest approach. In this article, I’ll talk to you about instantly improving your ability to connect with customers and sound friendly by just speaking in complete sentences.
Intercom, Inc.
JUNE 14, 2018
Looking for an example of a happy, high performing product team? Rather than suggesting a model startup, advisor and author Laura Klein is likely to point you toward her favorite heist film. As an engineer, UX designer, product manager and startup advisor for more than 20 years, Laura been part of every type of team – from those that have to deliver on the sometimes unrealistic expectations of upper-management to the ones that suffer from too many opinions on the ground floor.
Customer Bliss
JUNE 13, 2018
If you’ve been listening to, or been a guest on my podcast, The Chief Customer Officer Human Duct Tape Show , then you know that the last question I like to ask is: what do you know now that you wish you knew then ? Often, my guests will already come prepared with answers to this question, as it’s one they look forward to and find to be quite helpful.
Comm100
JUNE 13, 2018
Introduction. We’ve heard it so many times it’s become a cliché: “The early bird catches the worm.”. For retailers, this old saying rings tried-and-true. After all, it’s never too early to get ready for the shopping season. Holiday sales can represent anywhere between 20 and 30 percent of annual sales for retail businesses. While the Friday after Thanksgiving has been known as the unofficial start of the shopping season, 4 in 10 consumers begin holiday shopping before Halloween, and as much as 1
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.
Beyond Philosophy
JUNE 15, 2018
Why do customers tell you they will buy your service, but then don’t? Are they deliberately trying to trick organizations? Colin Shaw and Professor Ryan Hamilton discuss how you can you find out what customers really want. The post Why Don’t Customers Buy After They Say They Will? appeared first on.
Intercom, Inc.
JUNE 12, 2018
At Intercom, we know how challenging it is to strike a balance between being personable and being efficient. You want to be welcoming to your visitors and helpful to your customers, but your time is in demand. That is why we are continually updating our products in ways that help you engage with your visitors, leads and customers quickly and effectively.
Heart of the Customer
JUNE 14, 2018
Delight your customers, or make it easy for them? How do we reconcile two popular CX books with opposite conclusions – The Effortless Experience vs. The Power of Moments? Consultancy CEB is the driver behind The Effortless Experience. They conducted thousands of surveys after service calls across multiple industries, and this research led to a […].
Fonolo
JUNE 13, 2018
Every call center faces the problem of unpredictable spikes in call volume. Sometimes the causes are understood, even anticipated. However, in many cases these peak periods come as a shock to the system. The reality is that voice remains the most preferred channel for customers, but its popularity comes at a price: long hold times. Unfortunately, the effect of this on the customer experience is significant: 60% of customers will abandon a call after just one minute of waiting on hold.
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
CX Journey
JUNE 13, 2018
Image courtesy of SaleMove How do you develop a customer experience strategy and roadmap? That was one of many questions I was asked during my recent interview with Dan Michaeli, co-founder and CEO of SaleMove and host of the podcast, The CX Show. I enjoyed my conversation with Dan. We cover a range of topics, and it was the first time I was interviewed about the five-phase approach I take with clients when developing a customer experience strategy and roadmap.
Customer Bliss
JUNE 13, 2018
When we are validated, and even the slightest concession is made to accommodate us as customers, it makes a difference. And that difference adds up in how we stack up the companies we will go back to and talk about. This is not a plea to throw company profits out the door by loosening every rule willy-nilly. It’s about preparing employees. It is about trust for your front line, proven to lead to business growth.
Comm100
JUNE 13, 2018
Welcome to the first of a new series of monthly posts where I will be looking at the best of Customer Service, Customer Experience and Customer Success articles that can be found online. In each post, I will be providing a brief recap and review of articles that I came across in the previous month and recommend to anyone with an interest in staying up-to-date in CX thinking and best practices.
Taylor Reach Group
JUNE 11, 2018
Over the next few weeks, we will be posting a series related to Contact Center industry statistics. Previously, we discussed statistics related to the organization and customer journey mapping. Below, you will find Call Center Statistics related to the various Contact Center channels. In the next of this series, we will be discussing Contact Statistics related to the various technologies within the Call Center. 85% of organizations anticipate contacts will become more complex in the next 2 years
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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.
DMG Consulting
JUNE 12, 2018
Demystifying GDPR . The General Data Protection Regulation (GDPR) went into effect in the European Union (EU) on May 25, 2018. Following adoption of this legislation by the Council of the EU and the European Parliament in 2016, companies were given a two-year period to prepare for compliance with this far-reaching privacy and security regulation. What is GDPR?
Confirmit
JUNE 11, 2018
What is e-learning and what is a Learning Management System (or LMS)? E-Learning is self-paced, on-demand online learning content that customers can consume from anywhere with an Internet connection. Courses can be taken using a desktop or a mobile device, such as a tablet. An LMS is the platform that hosts that e-learning content. Customers are able to log in, browse for e-learning content and consume it on the LMS.
Waypoint Group
JUNE 13, 2018
When I work with Customer Success teams to embed proactive processes to strengthen customer relationships, concerns raised are typically centered on, “I don’t have time for that.” When I dig more deeply, I usually hear about how busy everyone is with. Responding to email. Closing renewals. Following up on customer support requests. Helping customer contacts with training.
1 to 1
JUNE 14, 2018
Who are you going to call when you want to deliver a great customer experience with chat? Meet TTEC’s “Chat Avengers” – a super force of experts whose mission is to create amazing chat sales and service interactions for consumers and brands. Customer Strategist Editor Liz Glagowski talks with everyday chat heroes Kevin Barry, Brittany Bell, and Andrew Meissbach.
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
DMG Consulting
JUNE 12, 2018
Question: We use a content management system for our internal documentation. Is that the same as knowledge management? Answer: Although similar in some respects, content management and knowledge management (KM) systems are different. Content management is used to create and organize enterprise information. Knowledge management is intended to facilitate the creation, organization, and use of an enterprise’s information.
Confirmit
JUNE 13, 2018
Firms should hold employees accountable for delivering better experiences. Many companies do so by linking CX performance to variable pay. Unfortunately, that is a mistake. Forrester has identified five myths about monetary CX incentives that explain why companies reach for them so often and why they are just as often frustrated — or even appalled — by unintended consequences.
DMG Consulting
JUNE 12, 2018
Demystifying GDPR. The General Data Protection Regulation (GDPR) went into effect in the European Union (EU) on May 25, 2018. Following adoption of this legislation by the Council of the EU and the European Parliament in 2016, companies were given a two-year period to prepare for compliance with this far-reaching privacy and security regulation. What is GDPR?
Confirmit
JUNE 13, 2018
Firms should hold employees accountable for delivering better experiences. Many companies do so by linking CX performance to variable pay. Unfortunately, that is a mistake. Forrester has identified five myths about monetary CX incentives that explain why companies reach for them so often and why they are just as often frustrated — or even appalled — by unintended consequences.
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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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