The DiJulius Group

JANUARY 2, 2023

The results are in! The DiJulius Group’s top customer service blogs, podcasts, and videos from 2022 are listed below. I recommend sharing this with your entire team. Our Top Blogs from 2022 A Leadership Epiphany on Workplace Culture Where Have All the Workers Gone, and How Can I Attract and Keep Them? 6 Reasons Your. Read Full Article. The post The Best Customer & Employee Experience Content of 2022 appeared first on The DiJulius Group.

Customer Service 110

Customer Service 110

Adrian Swinscoe

JANUARY 6, 2023

Today’s interview is with the winner of the MyCustomer 2022 CX Leader of the Year competition: Maneesha Bhusal, Director Customer Experience & Marketplace Operations at Jingdong […]. The post Leadership lessons from the winner of the 2022 CX Leader of the Year – Interview with Maneesha Bhusal of JD.ID first appeared on Adrian Swinscoe.

CX 190

CX Customer Experience 190

Inside Customer Service

JANUARY 5, 2023

Who is to blame for poor customer service? You can probably make a list of things that make it difficult to keep your customers happy and coming back again and again: Defective products anger customers and make service a chore. Bosses often fail to adequately communicate, train, or coach. Unfriendly policies get in the way. Yet, unless you have a giant ego , you need to take some responsibility, too.

Customer Service 188

Customer Service Outlook Start-ups 188

Callminer

JANUARY 6, 2023

CallMiner's VP of Product Management, Bruce McMahon, shares highlights from the 2023.01 release, which empowers users to get the most out of the CallMiner platform and drive improved CX and outcomes.

Innovation 182

Innovation CX 182

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

Lumoa

JANUARY 3, 2023

Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them. But with great power comes great responsibility – if you’re going to get the results you need to make critical business decisions, it’s important that your survey design is done well! Here we’ll discuss some best practices for designing effective surveys – everything from creating questions that elicit actionable responses, to logic-

NPS 147

NPS Touchpoint Construction Sentiment Analysis 147

Customer Think

JANUARY 3, 2023

When mobile phones and computer-based communications first surprised people barely 50 years ago, it was only the beginning of a new transformation and the fourth revolution. The third was the realization of digitalization, which altered how the world is connected thanks to the internet, computers, and mobile phones. However, the fourth revolution, which transformed how […].

Technology 145

Technology Technology 145

Taylor Reach Group

JANUARY 6, 2023

By Colin Taylor. As I look at the new and shiny year ahead, I wonder what delights and innovations and opportunities may lie ahead for Contact Center operations. . I think in many ways we will finally shake the post-pandemic hangover; we just need to take two aspirin and realize that what we have been dealing with for the past two years was really a realignment.

Contact Center 117

Contact Center Healthcare AI Technology 117

Doing CX Right

JANUARY 2, 2023

Learn about the power of influencer marketing and ways to identify trustworthy people versus "fake famous" to gain a competitive advantage. The post Influencer Marketing: The Power of Authenticity (Lessons from HBO’s ‘Fake Famous’) appeared first on Doing CX Right.

CX 102

CX Social Media 102

Customer Think

JANUARY 6, 2023

The metaverse concept has captured the imagination of futurists for decades. With the advancement of blockchain technology, developing a fully-realized metaverse is becoming increasingly possible. The merger of these technologies has the potential to significantly impact the future of customer experience (CX). They can transform how businesses interact with their customers, creating more personalized, immersive, […].

Customer Experience 144

Customer Experience Technology Technology CX 144

Zonka Feedback

JANUARY 4, 2023

If you are into SaaS business, who can know better how challenging it is to take it towards heights of success. SaaS products solve a variety of problems for their users. But for every problem and task, there are a number of products available in the market which makes SaaS a competitive market. Ensuring customer satisfaction becomes even more necessary in such a market.

Customer Feedback 98

Customer Feedback Customer Satisfaction 98

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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.

VOC

Beyond Philosophy

DECEMBER 31, 2022

A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. Bad leadership leads to bad Customer Experience. To have a great Customer Experience, you have to have great leadership. It reminds me of rabbits.

Management Consulting 88

Management Consulting Start-ups Customer Experience CX 88

ClientSuccess

JANUARY 3, 2023

Value Vectors by Vecteezy. As a customer success team, it’s essential to stay agile and in tune with your customers’ evolving needs. To truly understand what your customers value and appreciate about your products, services, or offerings – as well as their experience with you – requires engaging directly with them. Learn more about the power of building trust with your clients in this webinar.

Net Promoter Score 81

Net Promoter Score NPS Customer Loyalty Innovation 81

Customer Think

JANUARY 6, 2023

Digital transformation is the strategic adoption of various digital technologies, used for improving processes, productivity, enhancing customer care, improving employee experience, managing business risks and helping control costs. It is used to represent various tools, solutions and processes for developing customized, effective digital strategies for different organizations, and is essential for an organization to stay […].

Retail 134

Retail Customer Experience Technology Technology 134

Zonka Feedback

JANUARY 4, 2023

With the emergence of new business technologies such as cloud, Augmented Reality (AR), Artificial Intelligence (AI), Virtual Reality (VR), Machine Learning (ML), and a bunch of others, the expectations of today’s customers are constantly revamping. For industries, it is not enough to focus solely on developing software that increases client assistance rates.

Artificial Intelligence 98

Artificial Intelligence ML Machine Learning Customer Experience 98

Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali

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.

AI

CSAT.AI

JANUARY 4, 2023

You survived the holidays and you’ve got new customers! Now what? In our November blog on customer segmentation , we talked about the value in grouping your customers by separate criteria to streamline customer service and to identify who your real customers are. The holidays bring an opportunity with an influx of new customers. To make the most of these new relationships use segmentation of holiday customers to your advantage.

Net Promoter Score 79

Net Promoter Score Sentiment Analysis Customer Acquisition Entertainment 79

Lumoa

JANUARY 5, 2023

Let’s face it – measuring customer satisfaction is no easy feat. It’s crucial to understand what your customers are thinking, but it can often be difficult to pin down the specifics of their opinions and experiences with your business. That’s why we’re here to help! This comprehensive guide will take you step-by-step through the essential elements of measuring customer satisfaction.

Customer Satisfaction 78

Customer Satisfaction Customer Feedback Close the Loop Customer Experience 78

Customer Think

JANUARY 1, 2023

Happy New Year! I’m not one for New Year’s resolutions, which are often broken. Instead, I like setting and resetting my goals for the year, and in my world, those goals focus on delivering an amazing customer service experience. So, I’ve created a list of simple ways to deliver the experience that everyone wants. Here […].

Customer Service 128

Customer Service Customer Experience 128

Zonka Feedback

JANUARY 5, 2023

SaaS is a growing industry. It experienced tremendous growth in the recent years. Since 2015, the market has grown five times in just seven years. As the market grows, several SaaS products and services also come into picture to satisfy various needs of the SaaS users. This also increases competition in the market with time. To stay ahead of the competition, you must ensure that the SaaS solutions you provide are in line with the customers’ needs and preferences.

Customer Feedback 98

Customer Feedback 98

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.

AI

Beyond Philosophy

JANUARY 5, 2023

What do leadership and rabbits have to do with each other? Usually, not much. However, in the context of leading a team that needs to put the customer at the center of everything they do, I have a story that explains how they are. It turns out that a customer strategy that puts the customer at the center of everything you do requires letting your employees get comfortable outside the hutch.

Start-ups 78

Start-ups Gaming CX 78

Intercom

JANUARY 5, 2023

Delayed orders, faulty services, missing information, you name it – every time a customer reaches out, it tells you something about the friction they’ve experienced. Customer service teams are all too often drowning in angry, repetitive tickets, and yet, we don’t seem to focus enough resources on tackling the reasons behind it. Could all of this extra work, unhappy customers, and lost revenue be avoidable?

Customer Experience 69

Customer Experience CX Contact Center Start-ups 69

Customer Think

JANUARY 1, 2023

As 2022 draws to a close, I like to reflect on the year and what I have learned. I shared them on a recent podcast and thought I would share them here with you, too. Lesson #1: You can never go back to the way things were. You can only progress.

Customer Experience 126

Customer Experience 126

Zonka Feedback

JANUARY 5, 2023

Surveys are great and a boon to businesses that rely on customer feedback. And as you know gathering customer feedback depends on your customers. Nowadays customers are fidgety and it’s getting tough to get feedback from them.

Customer Feedback 97

Customer Feedback 97

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

Customer Experience

Doing CX Right

JANUARY 1, 2023

Zack Pousman, Founder of Helpfully, shares user experience (UX) & customer experience (CX) tactics to create solutions people truly need without making dangerous assumptions. The post How to Avoid Dangerous Assumptions about Your Customer appeared first on Doing CX Right.

CX 69

CX Customer Experience 69

The DiJulius Group

JANUARY 4, 2023

We have been in a customer service recession since the start of the pandemic. The American Customer Satisfaction Index, which measured every industry this year, noted that we hit a 17-year low in customer satisfaction. Things have not been pretty in the world of customer experience. In this episode, we’re explaining the reason for all. Read Full Article.

Customer Experience 59

Customer Experience Customer Satisfaction Customer Service 59

Customer Think

JANUARY 6, 2023

We’ve all heard the business mantra that it’s more expensive to land a new customer than to keep an existing one—I’m betting you thought something along those lines as you clicked to read this article! But as every customer experience (CX) professional out there knows, just because retention is easier than acquisition doesn’t mean that […].

CX 124

CX Customer Experience Customer Loyalty 124

Zonka Feedback

JANUARY 2, 2023

Asking feedback from your customers is essential to know their issues and serve them the right way to satisfy them. And when we talk about SaaS business, which is already a competitive market, it becomes even more necessary to collect feedback and know what your customers think about the experience of your products, services and the overall experience they had with your brand.

59

59

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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.

AI

Shep Hyken

JANUARY 3, 2023

A Complaint is a Gift . Moving Customer Complaints from Frustration to Satisfaction. Shep Hyken interviews Janelle Barlow, award-winning customer service and experience speaker, consultant, and author of A Complaint Is a Gift: How to Learn from Critical Feedback and Recover Customer Loyalty. She shares how to empathetically transform a customer’s complaint into a positive and memorable experience.

Social Media 57

Social Media Customer Loyalty Customer Service Customer Satisfaction 57

MattsenKumar

JANUARY 5, 2023

As someone who leads customer service, it’s certainly no mystery to you that customer satisfaction can make or break your business. That is why quality assurance is critical in a call center. Recent studies have shown that consumers would stop doing business with a company if they receive poor customer service and that some consumers have greater standards for service now than in the past.

Omnichannel 52

Omnichannel Customer Satisfaction CRM Customer Service 52

Customer Think

JANUARY 3, 2023

Occasionally, your brand may be forced to increase the prices of your core products and services. Even your most loyal customers may be disappointed by this, especially if they chose your brand specifically because it had some of the lowest prices available. So, how do you explain this without alienating your best customers? Pricing Dynamics […].

124

124

SurveySensum

JANUARY 5, 2023

“Did you know each year more than 30,000 new consumer products are launched and 95% of them fail” – Harvard Business School . No one wants to be in that 95% category, right? But how to avoid it? How to create a successful product that fits the market needs, resolves customer challenges, and also has a competitive edge? . A Product Feedback Tool is an answer. .

NPS 52

NPS Start-ups Customer Service Customer Satisfaction 52

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.

Technology