Inside Customer Service
MAY 6, 2021
I recently went online to check the status of a delayed order. This should be an easy process in today's age. It wasn't. The company wasn't sharing any helpful information via it's ecommerce system. So I went looking for live help. The company's contact information was intentionally buried. I had to first navigate through an endless series of menus designed to deflect my question.
Fonolo
MAY 4, 2021
Consumer expectation and channel preference have always dictated the direction of customer service and experience. The highly-coveted Millennial and Gen Z consumers expect and demand a certain quality of customer service across all channels. Many call center overseers are now realizing that they are technologically behind their more channel-savvy competitors.
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Bill Quiseng
MAY 2, 2021
Too often, businesses focus solely on the negative feedback from their customer surveys in CSI fashion, identifying the pain points and taking the steps to eliminate them. While this reactive analysis is critical, it is just as important to embrace a proactive approach, taking as much time examining the positive comments for clues in the experiences that customers raved about in their surveys.
Intercom, Inc.
MAY 4, 2021
Online retailer Rugs.com uses Intercom to power their customer communication across sales and support, driving increased engagement and higher checkout conversions using a conversational, messenger-based approach. With the onset of COVID-19 and the accelerated move towards online shopping, Grayson Bagwell, Director of Business Development at Rugs.com, notes the sharp increase in shopping volume the business has experienced in the last 12 months as a result of people spending more time at home.
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 Think
MAY 4, 2021
The new normal is evolving every day, and so are customer expectations. One of the major shifts in consumers’ sentiment today is – ‘If I can do it online, I will.’ This shift is likely to stay in consumers’ lives as they become increasingly comfortable with technology. Today’s consumers seek personalized and engaging experiences that […].
Fonolo
MAY 6, 2021
The contact center industry boasts some of the most intelligent and innovative CX technologies out there. One of the most talked about in recent years is the Visual IVR, for its hugely positive impact on customer experience. If you haven’t encountered Visual IVR yet, it’s quickly becoming an essential tool for businesses who prioritize customer satisfaction and brand perception.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
BeyondPhilosophy
MAY 7, 2021
I recently received a letter from a listener on our podcast asking us to cover how a small business with limited resources can improve their Customer Experience using the behavioral sciences in their business. We took on this topic in a recent podcast by offering tips and tricks that are either free or not an additional expense for a fictional restaurant we created.
Customer Think
MAY 2, 2021
The COVID-19 has surpassed the radical, conceptual, social, and even pedagogical norms. It has highlighted the shortcomings of the healthcare system and surged the need for healthcare 4.0. During the pandemic, many new healthcare inventions have emerged, from diagnosing infected patients to vaccinating them. In 2021, the medical electronics market’s worth is estimated at $6.3 […].
Conversocial
MAY 4, 2021
Bots have come a long way since their inception, but consumer trust still lags behind. In our State of CX Trends 2021 55% of consumers didn’t think bots could provide better CX and 54% have had a bad experience when interacting with a bot. The legacy of 2016’s ‘ Year of the Bot ’ was too many badly designed bots, mak ing “I’m sorry, I don’t understand” a far too regular occurrence.
The DiJulius Group
MAY 5, 2021
Chief Revolution Officer John DiJulius of the DiJulius Group talks with Dave Murray, Senior Customer Experience Consultant for The DiJulius Group about how to start your customer service revolution journey. John and Dave talk about the building blocks that every great customer service organization has to have. You will learn: What the actual definition of.
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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.
Steven Van Belleghem
MAY 5, 2021
Didi, the Uber of China, tries to predict 15 minutes in advance when people will need a car and dispatches the car ahead of time. In contrast, when you call a taxi in Belgium, you need to wait for (at least) 15 minutes before they get there. A bridesmaid traveled to Costa Rica for her sister’s wedding. Once arrived, she realized that her much-needed bridesmaids dress was still in Texas.
Customer Think
MAY 4, 2021
Paradoxically, but advertising can be a non-salesy and engaging way to interact with your target audience if you approach it correctly. If you plan to involve videos in your marketing strategy, you will definitely need to create a conversion funnel for your video ads. Here we talk about what a conversion funnel is, what types […].
Neosperience
MAY 1, 2021
The full-length title of this article should be 10 ways the Internet and the smartphone have changed the way we live – as humans and customers – and how businesses must evolve to improve their customer experience and survive the digital transformation. We all recognize mobile technology as the real game-changer in the creation of the world as we experience it today.
Customer Experience Matrix
MAY 2, 2021
The build vs buy debate has existed as long as packaged software itself. Any serious discussion quickly concludes that there’s no one right answer and real question is when to do one or the other. That discussion, in turn, usually leads to a recommendation that companies build software which will create unique competitive advantage and otherwise buy when a satisfactory option exists.
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.
Zendesk
MAY 4, 2021
Consumers around the world have changed their shopping habits over the past year, with e-commerce seeing unprecedented growth. In fact, research by McKinsey shows that 10 years of ecommerce adoption was compressed into just three months in 2020. Ecommerce is positioned to keep growing for the next five years and beyond, with new brands looking for ways to set themselves apart.
Customer Think
MAY 4, 2021
Virtual, aka Remote, working is here to stay. The one thing we know for sure is that the world we lived in preCovid is forever gone. This means a continued evolution to find new and better ways to do a number of things. One of those is meeting the needs of a virtualized workforce. A […].
Myra Golden Media
MAY 7, 2021
A participant in a workshop this week asked, “Should I tell the customer to have a good day after I’ve just given them bad news?” SMART question! While we want the customer to have a good day indeed, and we want to follow the company call framework, we need to be genuine. Watch my video learn how to genuinely give a fond farewell, even when you’ve given the customer terrible news.
LitmusWorld
MAY 6, 2021
Making Net Promoter Score® your North Star Metric Businesses are actively taking steps to grow their customer base and create brand equity. To do this, they must maintain an excellent Net Promoter Score® or NPS®. Read more… Making Net Promoter Score® your North Star Metric appeared on LitmusWorld.
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.
C3Centricity
MAY 1, 2021
Denyse Drummond-Dunn · How to sell more to less: the essentials of segmentation. “Never miss an episode. Subscribe on Apple Podcasts to get new episodes as they become available.”. . Businesses often make the mistake of trying to sell to everyone. Are you guilty of this? Why is this a mistake? Well, if you try to please everyone you end up delighting no-one.
Customer Think
MAY 2, 2021
There’s an old saying “There is only one boss, The CUSTOMER”. Keeping the boss happy by proving the right Customer service is a tough ask. Nearly 50% of all modern-day consumers accept that they had higher customer service expectations from their service providers than what they had just a year ago. With this elevated expectation […].
The DiJulius Group
MAY 4, 2021
As most of the world is seeing light at the end of this long dark pandemic tunnel, the businesses that survived it want to know one thing: how bright is that light? Will post-pandemic times be fueled by an economic boom? The answer to that depends on who you ask. The prognosticators do not all. Read Full Article. The post How to Deliver an Incredible Customer Experience to Capitalize on Revenge Spending appeared first on The DiJulius Group.
Totango
MAY 6, 2021
What is customer retention ? Why is it important? And how do you do it? Here we’ll provide answers to these key questions. We’ll discuss what customer retention means as a concept, as a strategy and as a metric. We’ll highlight its direct relevance to revenue and its other compelling benefits. And we’ll offer an eight-step path to increasing customer retention by following best practices and leveraging the power of automation.
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
Myra Golden Media
MAY 5, 2021
Learn more! The most comprehensive training for bringing down the temperature in interactions, redirecting conversations, and getting angry customers to back down. De-escalation Academy is the only training for customer service that not only shows your employees how to redirect verbal aggression and regain control of interactions – but how to get customers to accept their word as final. .
Customer Think
MAY 2, 2021
The success of any business lies in its ability to forecast change and be armed to manage and strategize plans for the future. If you want to stay at the top of your game, you should know what to expect. For some, it’s a whole new world, but that doesn’t have to be a threat. […].
Hodusoft
MAY 2, 2021
In order to survive in today’s customer-centric business world, it has become essential for today’s businesses to provide a satisfactory experience to their customers. No matter what industry it is, the business must invest in making efforts to delight its customers. Like various other industries, the transportation industry must also adopt a customer-centric approach to gain a competitive advantage in today’s information-based global business environment.
DMG Consulting
MAY 2, 2021
The Argument for Contact Center Digital Transformation. Contact centers are finally going digital, galvanized by a fast-moving pandemic. This does not mean that they are going to shut down their voice channels, as many have made major investments in building them, and they are still receiving lots of calls. But the digital opportunity is beckoning. Digitization should be very compelling for contact center and enterprise executives, as once customer inquiries are in a digital format (email, chat,
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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.
Beyond Philosophy
MAY 1, 2021
This podcast is sponsored by Verint. Verint helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. The Verint Customer Engagement Cloud Platform draws on the latest advancements in AI and analytics, an open cloud architecture, and The Science of Customer Engagement to meet ever-increasing, ever-shifting consumer interactions and demands.
Customer Think
MAY 4, 2021
Marketing and Sales Leaders Must Build Core Competency of Understanding Buyer Persona Goals We have heard the terms “organizational DNA” or “company DNA” often in attempts to articulate what an organization’s culture may be like. Sometimes.
Zendesk
MAY 5, 2021
As a customer service agent, being a great communicator means everything. But your ability to communicate well goes beyond listening to what your customers and team members say. You also have to recognize how they’re expressing themselves and adapt your responses accordingly. Understanding the various communication styles can help you improve your relationships with customers and colleagues alike.
LitmusWorld
MAY 3, 2021
Establishing accountability for CX outcomes to build linkages with internal revenue/cost metrics When we talk about customer experience, it is easy to see that it can lead to loyal and satisfied customers. From there, it Read more… Establishing Accountability for CX Outcomes appeared on LitmusWorld.
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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