Futurelab
SEPTEMBER 13, 2021
One of the most-commonly requested needs – often as a result of CEO/executive asks – is to build the business case for the business to focus on the customer experience. (It’s painful just to write that without thinking about this open letter to CEOs , excerpted from my book, Customer Understanding.) Tags: Annette Franz (Gleneicki) business outcomes change management customer experience outcomes Facebook Like.
Intercom, Inc.
SEPTEMBER 14, 2021
If you want to ship great product that users love, you need to start with a clear understanding of what problem you’re trying to solve for your user and why. At Intercom, we always “ start with the problem ” when beginning any project – it’s part of how we apply the Jobs-to-be-Done framework. As product managers, this means we must carefully research and understand the problems we’re actually solving for our customers.
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Adrian Swinscoe
SEPTEMBER 13, 2021
Today’s interview is with retail expert Peter Cross who until recently was the Customer Experience Director at John Lewis and Waitrose and prior to that spent […]. The post We need to start talking about experience leadership – Interview with Peter Cross first appeared on Adrian Swinscoe.
Inside Customer Service
SEPTEMBER 16, 2021
"The shipping container is stuck in customs." That's the best update I could get from our buyer and it wasn't encouraging. We had been waiting for a replenishment order from our overseas supplier for weeks. Backorders were piling up and customers were getting agitated at the wait. We had been getting a slew of angry phone calls and emails from customers who wanted to know why their order hadn’t arrived.
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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.
Futurelab
SEPTEMBER 13, 2021
What is a brand? And what does it mean to ride for the brand ? Tags: Annette Franz (Gleneicki) brand customer loyalty employee experience employee expectation Facebook Like. Linkedin Share Button. Tweet Widget.
Intercom, Inc.
SEPTEMBER 15, 2021
In this era of ever-increasing digital disruption and innovation, category design can be the ultimate business strategy for brands wishing to stand out from the crowd. And one of the biggest advocates behind the movement is author, columnist, and advisor Kevin Maney. As a tech journalist, Kevin has been witnessing the evolution of the tech industry for more than 20 years.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Fonolo
SEPTEMBER 16, 2021
As the old saying goes: “you can hear a smile through the phone.” It may be a bit cheesy, but it’s true. Studies have proven that tone of voice in customer service is even more important to a successful interaction than the specific words that are being said, and that an agent’s energy will translate to their customer even without face-to-face interaction.
Shep Hyken
SEPTEMBER 15, 2021
Think about this … what if you were to charge a customer just to talk to you about what you would sell them? Or, if you own a retail store, a fee to enter the store. What would you have to do for your customers to be willing to pay for the privilege of buying your products or services? I’m not suggesting that you should. This is just to get you thinking about how good you really are.
Customer Think
SEPTEMBER 11, 2021
Customer journeys are as individual as customers. Every customer has different needs, preferences, knowledge, information and another way to resolve their issues. In brief, every customer has a context of their own. As a consequence, customer journe.
Callminer
SEPTEMBER 13, 2021
Customer expectations are always evolving. It’s up to businesses and brands to understand those expectations and deliver exceptional customer service.
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.
Fonolo
SEPTEMBER 14, 2021
Your call center’s customer service strategy dictates customer loyalty, agent satisfaction, and company growth. No matter what product or service you offer, your approach needs to be nothing short of “customer-obsessed.”. Knowing exactly what your customers want and don’t want will help you to maximize your call center’s customer care, leading to growth and revenue opportunities for your business.
Myra Golden Media
SEPTEMBER 17, 2021
Download agenda, themes, certificates and more here! Are you still trying to figure out how to celebrate Customer Service Week? After the year and a half your team has pulled your company through, don’t let National Customer Service Week pass without an epic celebration of your front line! Here are three steps to easy National Customer Service Week planning!
Customer Think
SEPTEMBER 13, 2021
Granted, customer engagement has gone through massive changes in recent years. The digital age has propelled brands’ omnichannel presence across phone, chat, self-service, SMS, and so on. But still, one thing remains, customers prefer the phone above all other channels. Why do customers still prefer phone support over any other channel? If we’re in the […].
Shep Hyken
SEPTEMBER 14, 2021
The Ultimate Marketing Engine. Creating Customers for Life. Shep Hyken interviews John Jantsch is a marketing consultant, speaker, and author of The Ultimate Marketing Engine. They discuss how to serve, understand, and create evangelists out of your ideal customers. Top Takeaways: A repeat customer keeps coming back but a loyal customer is someone who will do even more business with you once they come back.
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
SEPTEMBER 13, 2021
Every time you choose a model like e.g. a business model canvas or a customer journey you are choosing which information is important to you and which information is not. e.g. if you map a customer journey for a trip from home to work using public transport you are saying that how many buss drivers there are is not a part of your problem to solve, or that you don’t need to calculate in the scarcity of busses, cost of fuel or the city’s traffic or noise pollution regulations.
Myra Golden Media
SEPTEMBER 17, 2021
We thought we’d be done with COVID by now. Yet, here we are. I was supposed to be boarding a plane tomorrow to deliver the opening keynote for a large event in D.C. It’s now virtual. A workshop I’m facilitating in Tulsa in a few weeks is now online. My son’s school reinstated mask mandates this week. Speaking of masks, I’m doing a lot of digital de-escalation training for clients in museums, libraries, theaters, and medical offices.
Customer Think
SEPTEMBER 11, 2021
Have you ever been instructed to “put your customer hat on?” That may be bad advice. “Put your customer hat on” is a favorite line of process improvement consultants and workshop facilitators. I’ve even said it myself. It means to imagine yourself as a customer, empathize with them, and approach the problem from the customer’s […].
Shep Hyken
SEPTEMBER 13, 2021
Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. (CMSWire) Although the terms “customer loyalty” and “customer retention” are often used interchangeably, they actually refer to two different things.
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
Futurelab
SEPTEMBER 13, 2021
There’s a difference? Yes, there is. I’ve been involved in a few conversations lately where it was quite obvious that what these folks were talking about clearly described sales-driven and sales-centric organizations, but not all parties to the conversations agreed with my assessment of the situation. How do you know when a company is sales-centric?
Help Scout
SEPTEMBER 14, 2021
With access to fewer resources and generally leaner teams, small businesses need to be more creative and tactful in their approach to customer service. That’s not to say they can’t provide a top-notch experience — they absolutely can. They just need to be a little more focused with their efforts. In this guide, we cover some common topics surrounding small business customer service and provide some insights gained from our years of working in support — as well as insights from small business lea
Customer Think
SEPTEMBER 15, 2021
Here is the leading indicator that your organisational culture is customer-centric, or moving rapidly towards customer centricity; your CEO is leaning into customer empathy. More than ‘talking the good CX talk’, these CEO’s are demonstrating the right behaviours; setting an example for their leadership teams and their workforce. They are demonstrating empathy in action.
Kate Nasser
SEPTEMBER 12, 2021
Impersonal medical care undermines patient trust & follow-up. Real life examples fr Kate Nasser, The People Skills Coach™ Healthcare Medicine. The post Impersonal Medical Care Creates These Problems | #Healthcare #PeopleSkills appeared first on KateNasser.com.
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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.
Zendesk
SEPTEMBER 13, 2021
. . . When a customer has an issue, all they want to do is solve it—quickly. In fact, 73 percent of customers say that speedy resolutions sit at the very top of their priority list. This should have companies paying attention. Why? Good support experiences have become critical drivers of customer loyalty and spend. Getting faster answers for customers often means scaling resources.
The DiJulius Group
SEPTEMBER 12, 2021
The world’s most valuable car company spends nothing, zero dollars, zilch on advertising. In comparison, GM spends over 3 billion, Ford spends over 2 billion, and Fiat, Toyota, and Honda all have over a 1 billion advertising budget. In fact, Elon Musk hates advertising. Musk has always said Tesla will not advertise or pay. Read Full Article. The post Tesla Spends $0 on Advertising appeared first on The DiJulius Group.
Customer Think
SEPTEMBER 13, 2021
Discovery is most often considered a function performed by sales reps. But in this context, it’s more about discovery FOR the sales rep, NOT B2B buyers.One of the problems marketing and sales have as B2B buyers’ roles shift is that they start too late.
Help Scout
SEPTEMBER 16, 2021
These days it’s easier than ever to outsource customer support, even for small teams that prioritize customer experience and quality. A new crop of companies that specialize in brand-forward customer experience outsourcing for small teams has emerged in the past five years. Gone are the days that outsourcing was only accessible to companies that have 25 or 50 seats to fill.
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
Hodusoft
SEPTEMBER 14, 2021
HoduCC Named Best Telemarketing Software By Digital Dot com. Little did we know five years back, when HoduSoft started its journey that we will become part of the growth stories of the most enterprising companies in the world. The latest recognition comes from Digital.com. HoduSoft’s HoduCC omnichannel contact center software has been named as the best telemarketing software by the online review platform, Digital.com.
CommBox
SEPTEMBER 13, 2021
Businesses are widely deploying AI-powered service chatbots to improve customer service and increase sales. In fact, between 2018 and 2020, the adoption of chatbots increased by 67%. More recently, Covid-19 accelerated the adoption of chatbots. The majority of industry leaders (81%) said the pandemic changed their technological needs and 73% see it affected how they interact with customers. .
Customer Think
SEPTEMBER 15, 2021
A funnel is a business term generally used with regards to sales and marketing. Customers are made aware of your company, then marketed to, then eventually a sale is made. These are the initial stages of a customer’s journey, their conversion from a merely potential customer to an actual buyer. However, an alternative kind of […].
Comm100
SEPTEMBER 13, 2021
Digital transformation is by no means a recent trend. However, the past couple of years has seen its importance within customer service skyrocket as companies adopted new technologies to stay connected during the pandemic. With the benefits made clear for all to see, and customer expectations risen, customer service operations can no longer afford to ignore digital transformation.
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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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