Totango
JULY 29, 2022
Did you know that 70% of revenue in a subscription-based business comes from existing customer renewals and upsells? Renewals and upsells are effective ways to expand customer revenue for any recurring revenue business model but they are especially important during periods of economic uncertainty when new acquisition growth slows down or stops altogether. .
Shep Hyken
JULY 29, 2022
This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. He shares the best practices for improvement can make a huge difference to your first call resolution rate. . You don’t want to wait around for your queries to be resolved.
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Conversation Agent
JULY 26, 2022
When a brand dies, we hardly even notice anymore. And yet, a rebrand is not a superficial thing. Forget customer pledges. Unless you truly intend to keep your promises. There are consequences to the business and the community beyond what happens to followers and fans in social media. In 2015, DuPont announced their new sustainability goals for 2020.
Adrian Swinscoe
JULY 23, 2022
I’ve not published an article on Forbes for a little while. The primary reason for that is that my wife and I have been consumed by […]. The post Three Things That Would Have Improved Our House Moving Experience first appeared on Adrian Swinscoe.
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
Intercom, Inc.
JULY 28, 2022
Growth is arguably the most defining and sought-after trait of technology companies. Those line charts showing fast-rising user acquisition or explosive ARR have been synonymous with the industry over the past decade. However, growth is seldom linear, as is all too clear in the current economic climate. It fluctuates, plateaus, goes up and down with each new round of funding, new competitor, new technological leap – or even a global pandemic or economic downturn.
Inside Customer Service
JULY 28, 2022
"My employees are tuning me out." The customer service leader explained his company had a customer service vision that he talked about in every meeting. A customer service vision is a shared definition of outstanding service that gets everyone on the same page. Unfortunately, employees were starting to get bored. They'd heard the manager talk about the vision so many times that it had gotten repetitive.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Shep Hyken
JULY 26, 2022
Human-Centered AI. Using AI to Enable and Empower Customer Service Agents. Shep Hyken interviews Deon Nicholas, CEO and Co-Founder of Forethought , a company that builds human-centered AI to transform the customer service experience. He shares how companies can use AI and technology to help customer support agents and customers find the best resolution.
Intercom, Inc.
JULY 27, 2022
As companies and their headcounts grow, so do their tech stacks. The scale of enterprise businesses makes them inherently complex – they rely on a suite of tools tailored for specific workflows. Users spend far too much time jumping from app to app, hindering productivity. . This is the fourth post in a content series exploring Intercom’s investment in supporting enterprises.
Totango
JULY 26, 2022
Protecting and growing your current customer base should be your top priority right now, but how do you do that when your marketing and sales budgets have been slashed and hiring has stopped? During periods of economic uncertainty, you need to do more with less. This means providing exceptional customer experiences and solutions become top priority, all the while continuing to find ways to increase the value you’re providing, as well.
Conversation Agent
JULY 25, 2022
Human progress is not measured by good enough, but by those who strive (with great sacrifice) for a more perfect misunderstanding. Versions of this thought have been part of my conversations with Peter Tunjic for the better part of twenty years. It goes in the same category with “those who do not learn from history are doomed to repeat it.” Consider an example of this concept in a comment about corporate governance Peter posted on a LinkedIn Group ten years ago.
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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.
Beyond Philosophy
JULY 23, 2022
We hope you enjoy today’s show. If you do, could you vote for us in the People’s Choice Podcast Award? It doesn’t take long to cast your vote and it would really mean a lot to both Ryan and I. Thanks very much. Cheers! To vote, please click here. There is a compelling and interesting Sci-Fi show on Netflix called “ The OA.” But I don’t recommend watching it.
Intercom, Inc.
JULY 26, 2022
Customer success is a business effort to help your customers achieve their objectives. . As the name implies, customer success involves working with your customer to discover how your products and/or services can best empower them to reach their goals and objectives. . Often, this means anticipating your customers’ needs and wants, and taking proactive steps to outperform their expectations. .
Zendesk
JULY 28, 2022
Here are the newest integrations from Zendesk to help your team provide top-quality experiences. Klaviyo. Klaviyo (Support) is a unified customer platform that gives your online brand direct ownership of your consumer data and interactions, empowering you to turn transactions with customers into productive long-term relationships—at scale—across all your channels (email, SMS, social, web, push).
Conversation Agent
JULY 23, 2022
Scrolling through good conversations in my inbox, I came across an article I used to discuss what happened to management science. The article makes the case that physics might still be part of our human universe, not just an increasingly abstract description of some “uber-folded N-dimensional meta-scrapple.” To the question (emphasis mine): “Do you think that physics has neglected some of these foundational questions as it has become, increasingly, a kind of engine for the applied sciences, focu
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.
Beyond Philosophy
JULY 28, 2022
Netflix has a great show called “The OA,” but you shouldn’t watch it. You will wish you hadn’t if you ignore me and queue it up. This fantastic and disappointing show is the victim of using old metrics for televisions’ success to measure performance in a new delivery channel. The problems with this show represent how the implications of the Long Tail in today’s environment dictate changing how we invest in our businesses and experiences, and that ignoring it
Intercom, Inc.
JULY 26, 2022
Customer activation is the process of motivating prospects or customers to take the next step in the customer journey or customer lifecycle. This is sometimes referred to as user activation. Whether interacting with new customers or helping to re-engage dormant ones, customer activation is a crucial initiative designed to help people get the most value out of your business. .
Zendesk
JULY 27, 2022
If your sales organization isn’t unified with the broader business, and is struggling to keep up with evolving technology and customer needs, it won’t be ready to withstand the challenges of the future. Businesses are already facing the harsh reality of customer impatience and market uncertainty—and sales teams must continue to hit revenue goals. Zendesk surveyed 3,000 CRM decision-makers and influencers around the world about their CRM priorities, digital transformation progress, and more to ge
Zonka Feedback
JULY 29, 2022
Feedback is an essential component of the educational system. It can be incorporated to enhance teaching and learning techniques since it has an immediate impact on the process of acquiring knowledge and has a direct impact on both teaching and learning.
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.
Intercom
JULY 25, 2022
Creating quality customer experiences has always been important for retaining customers. Now, during this time of economic uncertainty and against a competitive landscape, effective customer engagement is business critical. New research from Harvard Business Review Analytic Services reveals that businesses of all sizes – from small businesses to enterprises – are realizing the business value of personal, efficient customer engagement.
Intercom, Inc.
JULY 26, 2022
Conversational AI (artificial intelligence) is technology that simulates the experience of person-to-person communication for users, either through text-based or speech-based inputs. The AI component is crucial. Unlike traditional conversational technologies, which deliver pre-written scripts and dialogues to users when prompted by specific keywords, conversational AI recognizes and responds to the content of a user’s query by leveraging two complementary artificial intelligence technologies: na
Zendesk
JULY 26, 2022
If you’ve ever been to a sophisticated social event, you’ve likely encountered that strange interaction where one party attendee asks about another party attendee’s job. “Oh,” they say, “I’m in flügelhorn maintenance generation,” and smile. Everyone nods politely. And you walk away wondering what that meant. Business development is often one of those careers.
The DiJulius Group
JULY 25, 2022
An online retailer of pet food and other pet-related products, Chewy is quickly becoming one of the most loved brands that customers can’t live without. As you can see by the tweet receiving over 404,000 likes, Chewy’s customer service and resulting customer satisfaction score with pet owners are outstanding, providing the company with a competitive.
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
Conversation Agent
JULY 28, 2022
Have you ever wondered what could be if you ruled the world? I have. And since there's no chance of that happening, I'm with Umberto Eco on supporting political empathy. There's so much we would accomplish if interests were not financialized so much. Along similar lines, you can accomplish a lot if you don't care who gets the credit. Trust less what you read and more what you create.
Intercom, Inc.
JULY 26, 2022
Call deflection is a technique used to redirect a portion of your incoming customer service calls to digital support channels in order to reduce the burden on your call center employees. This has benefits for both your customers and your team, helping to alleviate high volumes of calls while allowing customers to reach a solution faster. What does call deflection mean?
Fonolo
JULY 28, 2022
Over the past couple of years, inclusivity in hiring has taken center stage in HR departments across every industry; and that includes inclusive hiring practices for call centers. More than ever, employers are recognizing how important it is to have an individual or a hiring team that’s dedicated to maintaining high Diversity, Equity, and Inclusion (DEI) standards.
ClientSuccess
JULY 26, 2022
As a CSM, you work with qualitative and quantitative data when tracking customer success metrics. On the qualitative side, there are indicators such as customer satisfaction, sentiment, and other ad-hoc information that customers share. On the quantitative side, however, much of the information gathered comes from on-platform performance or surveys. .
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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.
Conversation Agent
JULY 27, 2022
Esko Kilpi was the founder and principal of Esko Kilpi Oy, a research and consultancy firm based in Finland working with the challenges of knowledge work and digital work environments. I didn't know Kilpi, and his death (January 2020) means I won't be able to have the conversation with him. The article from October 2015 I wanted to discuss is no longer online.
Intercom, Inc.
JULY 26, 2022
Conversion rate refers to the percentage of people who complete a desired action after being exposed to a brand’s sales and/or marketing channels, calculated against the total number of interactions (those who visited or viewed your ad, landing page, or other asset). . Depending on your goals, a “conversion” could be a number of desired actions, including completing a purchase, signing up for a newsletter, upgrading a service, submitting a form, or downloading an asset, to name a few.
Doing CX Right
JULY 25, 2022
David Allen, Best-Selling Author of "Getting Things Done: The Art of Stress-Free Productivity," explains 5 core behaviors you need to do to get anything under control, stay productive, and relaxed for better work and life experiences. The post Getting More Organized and Productive Through GTD® appeared first on Doing CX Right.
Intercom
JULY 26, 2022
C ustomer experience (CX), or consumer experience, is the result of every interaction or touchpoint a customer has with your brand – both with your people and your products. . From becoming aware of your brand to engaging with your products or service, every interaction affects the customer experience, which is why having a customer-centric mindset is so important to the success of your company.
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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