eglobalis
JANUARY 9, 2021
Digital Experimentation 7 Principles – That Impacts Customer Experience, Technology and Your Bottom-line. The post Digital Experimentation 7 Principles – That Impacts CX, Technology and Your Bottom-line appeared first on Eglobalis.
Intercom, Inc.
JANUARY 12, 2021
From premature optimization to over-engineering solutions for your product, it’s easy to get caught up in making technology decisions that slow you down instead of speeding you up. So when it comes to building your technical strategy, you need to assess each component in relation to what success will look like for your business. This post is an adaptation of a talk I recently gave at the Amazon Web Services (AWS) community day event in Dublin about the technical strategies I’ve experienced that
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CX Accelerator
JANUARY 11, 2021
by Jeremy Watkin and Community. The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.
Futurelab
JANUARY 10, 2021
I’ve written about change and change management many times over the years. Last year was also and especially a big year to talk and write about change and the challenges and disciplines required to execute change. Tags: Annette Franz (Gleneicki) change change management culture change customer centricity Facebook Like. Linkedin Share Button. Tweet Widget.
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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
JANUARY 14, 2021
Fostering an inclusive work environment is essential if you want a high-performing contact center team. If you haven’t been paying attention, agent attrition has continued to rise, according to our State of the Contact Center 2020 report. And high turnover rates won’t just hit you in the wallet — it also impacts morale, which will affect any new hires.
Intercom, Inc.
JANUARY 13, 2021
Our mission at Intercom is to “make internet business personal” – to enable online businesses to foster the same sort of relationships with their customers as “brick-and-mortar” businesses. . The focus on relationships is very intentional – frequent positive interactions encourage loyalty, and loyalty is the bedrock of every sustainable business. .
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Futurelab
JANUARY 10, 2021
In last week’s post, I wrote about Building Your Multi-Faceted, Multi-Skilled CX Team. I outlined the various skills that you’ll need on your team. An important thing to note is that not all skills needed to execute on your customer experience strategy will come from the core CX team. And not all of the oversight will come from that team, either. Tags: Annette Franz (Gleneicki) customer experience cx strategy governance Facebook Like.
Fonolo
JANUARY 12, 2021
This blog will give you a brief overview of all the virtual hold competitors. Virtual Hold is the name of VHT’s original virtual queuing software. Virtual Hold Technology is the grandad of virtual queuing and helped pioneer virtual queue management for the call center. Genesys Virtual Hold Competitor. Genesys Virtual Queuing. Genesys virtual queuing is called Virtual Queuing, one of the original competitors to VHT’s Virtual Hold product.
Intercom, Inc.
JANUARY 14, 2021
When it comes to making something people want, Hubert Palan always does his homework. With a background in computer science and an MBA, he soon realized that understanding the markets and customers is as important as building the products. And so, in 2014, he founded Productboard , a product management system that incorporates customer feedback and insights to help product teams build better products.
Myra Golden Media
JANUARY 13, 2021
We kicked off De-escalation Academy yesterday, and a student asked a question that I think is important for us to discuss here. His question was: “Our team is working 99% by email, will we able to apply everything that we learn here and translate it into a purely written environment? Any advice is appreciated.” Customers escalate in chat and email interactions intensely!
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.
Futurelab
JANUARY 10, 2021
How do you define customer trust? How do your customers define trust as it relates to your brand? Tags: Annette Franz (Gleneicki) customer experience core values trust Facebook Like. Linkedin Share Button. Tweet Widget.
C3Centricity
JANUARY 13, 2021
Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog in January and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Many people were working from home this year, were you? If so, then I’m sure that because you avoided commuting most days, you had the chance to discover some new blogs and podcasts.
Beyond Philosophy
JANUARY 15, 2021
As we all interact more online than we ever have before, digital experiences are becoming an essential part of your CX. Like a physical experience, digital experiences should center around customers and focus on what they want so you can get what you want, customer-driven growth. However, there is also nothing wrong with giving people a little Digital Nudge in the right direction.
CSM Practice
JANUARY 13, 2021
“It costs five times as much to acquire new customers than it does to keep existing ones” is a saying that only begins to scratch the surface of why renewals are so important. In the SaaS world, where revenue generation and business growth depends on the customer’s decision to renew, the customer renewal process demands even more attention. Despite the obvious advantages of mastering and scaling the renewal process as SaaS companies grow, renewals still pose a big challenge for most.
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.
Futurelab
JANUARY 10, 2021
What’s the secret to a great customer experience? I’ll keep today’s post simple – and fun. Bob Farrell , founder of Farrell’s Ice Cream Parlors, shared the secret to a great customer experience in 1973 (yes, almost 50 years ago!!), when he developed a motivational speech for new employees called Give ’em the Pickle! , based on a letter he received from a disappointed customer.
Zendesk
JANUARY 12, 2021
Whether you’re running a small business or a global corporation, providing good customer service can mean the difference between success and failure. And customer expectations are only continuing to rise. The good news is that support leaders seeking to meet those demands can take advantage of a wealth of customer service tips from the experts. The best of those customer service tips stem not from guesswork but from carefully-crafted studies that define good support.
Steven Van Belleghem
JANUARY 11, 2021
Phase 1: Compensating the physical world. In the first week of March 2020 I was still very naive. In my emails from that period I was convinced that by mid-May 2020 I would be travelling the world again as if COVID hadn’t happened. Just a few days later full-blown panic set in as it dawned on me I was basically out of a job. All my keynote presentations were cancelled and my mailbox was empty.
The DiJulius Group
JANUARY 13, 2021
5 Quick Tips to Help you Make Price Irrelevant 1) Feature Story How to Create your Customer Experience Cycle that will Produce Amazing Results By Dave Murray Nothing will have a bigger impact on elevating your customer service company-wide than developing your Customer Experience Cycle (CEC). The vast majority of businesses suffer from inconsistencies 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
Zonka Feedback
JANUARY 12, 2021
Most discussion about Net Promoter Score ® focuses on Detractors and Promoters - to pay attention to Detractors and prevent them from churning and to leverage the promoters to promote your brand. In this, most businesses tend to ignore or neglect the third and very important segment of NPS - the Passives.
TeamSupport
JANUARY 12, 2021
ServiceXRG and TeamSupport have joined forces to create a comprehensive study of the Support industry that is now available for download. The 2021 Customer Support Transformation report examines current trends in Support delivery and offers tangible guidance for Support and Service professionals to meet growing expectations of both customers and company executives.
Beyond Philosophy
JANUARY 9, 2021
Ep 169 Vital for 2021 – Digital Nudging Will Revolutionize Your CX. Whether you realize it or not—and even if you don’t know what they are—you use Digital Nudges in your online experience today. Digital Nudges are the interactions you have with customers online in your experience that inspire their actions. Every online experience has them, but not all of them are deliberate.
Kerry Bodine
JANUARY 14, 2021
In 2020, many contact centers were forced into “do or die” changes in order to overcome the challenges brought on by the pandemic. However, these often heroic changes haven’t come without their consequences. With the world still in a state of flux, how can global CX leaders navigate the uncertainties of 2021 while optimizing the changes they implemented in 2020?
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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.
Zonka Feedback
JANUARY 14, 2021
Customer Loyalty plays a great role in the growth of any business. In order to stand strong in a competitive market, it is important to have a base of loyal customers. Loyal customers are one of the most crucial asset of your business. They not only give you business but also help in increasing it by their good word of mouth.
Gainsight
JANUARY 12, 2021
Welcome to Gainsight’s ‘Change the Game in Five Minutes’ series. In this interview, our CEO, Nick Mehta, speaks with the Senior Manager of Scaled Customer Success at Adobe , Marissa Barcza. . Marissa focuses on strategic ways Adobe can be more efficient and effective. Her team manages nine B2B products across 4,500 accounts in the Americas. In the past year, she has seen an increase in small and medium-sized businesses’ interest in all products, especially e-commerce.
Comm100
JANUARY 12, 2021
Customer service departments are highly integrated and diverse teams that thrive on precision, productivity, and agility. With countless emails, queries, calls, messages, and social media mentions pouring-in from every direction; it becomes hard to not miss a single incoming query. As a support agent, when the first thing you encounter on a regular office day is an overflowing inbox with nothing but customer grievances and queries, a subtle frown finds its way on your forehead.
Kerry Bodine
JANUARY 9, 2021
I’m thrilled to announce our new three-part open-enrollment virtual journey mapping bootcamp. And the best part is, you can mix and match the sessions based on your role or business needs. Pair Part 1 with Part 2 to learn how to identify the root causes of your customer experience pain points — and prioritize solutions that will benefit your customers and your business.
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
Zonka Feedback
JANUARY 13, 2021
Successful business have one thing in common, which is, a bunch of loyal customers. These loyal customers not only come back to the business for repurchase or renewal of a membership but also attract other customers.
Astute
JANUARY 15, 2021
Closing the customer feedback loop can help turn bad experiences into good ones, and make good experiences even better. Here's everything you need to know. The post Closed-Loop Feedback: How to Get More From Your Surveys (and Delight Customers) appeared first on Astute.
ClientSuccess
JANUARY 12, 2021
New year, new me, right? While this mantra may be on most of our minds this year (especially after the complete doozy of 2020), some customer success managers (CSMs) may be having other thoughts. While 2020 was a completely unprecedented time for most SaaS organizations, their customers, and their employees, it also forced customer success teams to rethink how they worked with accounts and the services they provide.
Zendesk
JANUARY 15, 2021
Abraham Lincoln used stories to solve arguments, often to the dismay of his cabinet, saying, “I don’t propose to argue this matter…because arguments have no effect upon men whose opinions are fixed and whose minds are made up. But this little story of mine will make some things which now are in the dark show up more clearly.”. Storytelling is an art and a skill that only a handful of leaders have known how to wield effectively.
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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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