Shaun Belding
AUGUST 24, 2021
Customer Service Lessons From a Snake Farmer The very foundation of outstanding customer service, as well as successful selling, is the willingness and ability to be truly interested in each customer you meet. Interest that goes beyond their immediate needs, and into who they are, what they do and what goes on in their […].
Adrian Swinscoe
AUGUST 27, 2021
The major barriers to simplification are closer to home than you may think. An effective strategy starts at the top. In this guest post, Ross Daniels, […]. The post What’s stopping you from achieving simplicity in your contact centre? first appeared on Adrian Swinscoe.
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Inside Customer Service
AUGUST 26, 2021
Advanced techniques are one of the top requests I receive as a customer service trainer. Many people feel the basics are, well, too basic. If that's you, I have five advanced techniques to share. But first, a word from our sponsor: basic skills. The basic skills never go out of style. Customer service professionals who master the basics will always do well.
Fonolo
AUGUST 24, 2021
A company’s work environment isn’t just about air conditioning, water cooler chats, and table tennis. Employees, especially call center agents, spend a significant portion of their lives at work. Your call center or contact center environment plays a big role in how engaged your agents are in their day-to-day work. How to Foster Agent Engagement in a Hybrid Contact Center.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
Intercom, Inc.
AUGUST 25, 2021
We’re always adding more and more improvements to Intercom. We want to enable both you and your customers to have the best experience. Over the last few months, we’ve released a bunch of new updates across everything from reporting to integrations to the mobile experience. We’ve also been hard at work adding additional customer engagement features. This means that Intercom is getting more powerful and better for your customers – and your business – every day.
Adrian Swinscoe
AUGUST 21, 2021
When I spoke to Mads Fosselius, Founder and CEO of Dixa, in February of last year, we talked about the emergence of a conversational age of […]. The post Over 100 million reasons why conversational customer service is the way forward first appeared on Adrian Swinscoe.
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
AUGUST 26, 2021
Last year, COVID-19 shifted many call center environments to new models. Nation-wide lockdowns forced many call center companies to either shut down or adapt to a work-from-home model. Despite the pandemic, one thing is certain. Call centers provide a vital service to customers worldwide. An overwhelming majority (76%) of customers prefer phone communication with customer service representatives, as it often provides an immediate solution compared with live chat, email, and social media channels
The DiJulius Group
AUGUST 23, 2021
We are really buying time from Amazon People don’t buy products from Amazon, they buy time. “We offer low prices, vast selection, and fast delivery, but imagine we ignore all of that for the purpose of this estimate and value only one thing: we save customers time,” says Jeff Bezos. “Customers complete 28% of purchases. Read Full Article. The post Amazon Saves you 75 Hours a Year appeared first on The DiJulius Group.
Adrian Swinscoe
AUGUST 24, 2021
Today’s interview is with Monika Jo, Director Of Communications at Mursion, a virtual reality platform for professionals to practice and master the complex interpersonal skills necessary […]. The post What do immersive VR, empathetic interactions and stand out customer service have in common? – Interview with Monika Jo of Mursion first appeared on Adrian Swinscoe.
Customer Think
AUGUST 27, 2021
Identity fraud is a very real threat facing businesses today. A breach can quickly result in devastating financial loss for your customers and your organization. A 2021 study by Javelin Strategy & Research has revealed that identity theft cost Americans around $56 billion last year, impacting as many as 49 million customers. While there’s a […].
Speaker: Jason Cottrell and Brian Walker
Brands used to look for a commerce platform that could do everything. But over time, one vendor was no longer enough to meet a brand’s needs, so they added, and added, and added— and now it's essential that these vendors work well together. That’s composable, and it’s important to get it right. Customers and your board expect you to be in new channels and to adapt quickly to market change.
Shep Hyken
AUGUST 27, 2021
This week we feature an article by Jafar Sadhik, a digital marketer in the fields of SaaS tools, data management, and finance management. He writes about how customer experience can determine the lifeline of a business. What makes a business stand out from the crowd? It is the volume of customers that makes the difference to a considerable extent. Hence, customer satisfaction has become a very important factor for the sustainability of a business.
Kate Nasser
AUGUST 22, 2021
For customer service excellence avoid saying these crushing customer service replies. 30 yrs of experience and insight from Kate Nasser, The People Skills Coach™, Author of Leading Morale. The post Top Five Crushing Customer Service Replies | #CX #CustServ #PeopleSkills appeared first on KateNasser.com.
Sprinklr
AUGUST 24, 2021
There is an interesting story about an interview question at a bank where candidates were asked, “What do you think of social selling?” It was a trick question, intended to weed out the inexperienced social explorers from those that had hands-on enterprise social media experience. The panel listened carefully to how the candidates framed their answers: those that described social selling as just another form of social media marketing or advertising were missing the bigger picture.
Customer Think
AUGUST 23, 2021
The CRM (Customer Relationship Management system) has grown substantially in recent years to provide value for everyone in a business instead of just being a tool for customer relationship management. In today’s customer-driven environment, the only option for businesses to differentiate themselves is to improve their customer experience journeys.
Speaker: David Nisbet, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Shep Hyken
AUGUST 25, 2021
I’m always frustrated when I call a customer support number that I’ve called before and have to retell my story. The same goes for when I’m transferred to another person. There is no need for this. . I recently posted that message to social media. My friend and fellow customer service and experience expert Jason Bradshaw responded that the same thing happens with online chat.
Lumoa
AUGUST 23, 2021
Before we begin, we’d like to acknowledge the reality that COVID-19 is still an active pandemic. Although we refer to the “post-pandemic world” in this article, we understand that we’re still in the middle of it all — we just hope we can provide a little hope and guidance for the present and future reality of a post-COVID world. In any case, customer experience used to be the largest way to differentiate your brand among the turbulent sea of competition.
Help Scout
AUGUST 24, 2021
We all know the old axiom “knowledge is power.” And though it’s true, there’s a caveat: In order to unlock the power of any knowledge, people first need access to it. Access to knowledge is an issue many businesses face. They have information to share with customers, but they don’t always have an effective means by which to share it. Luckily, there’s a tool that addresses that very issue: knowledge base software.
Customer Think
AUGUST 27, 2021
In 2020, there were 31.7 million small businesses in the United States, accounting for 99.9% of businesses in the nation. However, despite ownership of such a significant proportion of the U.S. economy, nearly 60% of small businesses do not have a succession plan in place, and family-owned businesses in particular lack these plans. According to […].
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Shep Hyken
AUGUST 24, 2021
Managing Customer Success. Preventing Customer Churn. Shep Hyken interviews Philipp Wolf, CEO of Custify , a company that helps SaaS businesses deliver great results for customers. They discuss how to utilize customer information and behavior to help ensure customer success. Top Takeaways: – Customer service can be reactive. It typically happens when a customer reaches out (via phone, chat, email, or other channels) because they have a problem, and the customer service department helps the
Sprinklr
AUGUST 26, 2021
You’ve worked hard to build up your brand — expanding your marketing outreach and experimenting with new channels to engage with your audience and boost brand recognition and awareness. But, it’s important for brand teams to remember: if your messaging isn’t following your brand compliance guidelines, it can do more harm than good. Don’t let all of your hard-won creatives go to waste because of a costly, easily preventable mistake.
Aquire
AUGUST 27, 2021
Shopping has always been seriously big business – with total global retail sales reaching $26.29 trillion in 2019. Yet, the actual retail experience has changed radically from just a generation ago. The only option then was to walk into a store, or if you were feeling particularly adventurous, perhaps buy from a mail order catalogue. Fast forward to today, however, and technological advancements in the retail industry have opened up a whole new world of possibilities.
Customer Think
AUGUST 23, 2021
There’s a reason gamification has continued to be one of the marketing buzzwords you’re seeing everywhere. Because it works. Gamification involves applying game mechanics, as easy as challenges, bingo cards, memory games, scratch-off, or spin-to-win, to marketing-driven outcomes such as visiting a website, watching a video, or interacting on a platform.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Zendesk
AUGUST 26, 2021
In 2015, when McKinsey started its annual survey on women in the workforce , the numbers said it would take 100 years to reach equity. Every year since, there have been incremental gains—until COVID-19 threatened to wipe out many of those gains. Femily , Silicon Valley’s gender advisor, interviewed McKinsey partner Jess Huang in a panel titled “ 2020: A Pivotal Moment for Women in the Workplace ” for the 2021 SXSW virtual conference.
Execs In The Know
AUGUST 26, 2021
On August 19, Execs In The Know facilitated an Executive Virtual Roundtable session dedicated to discussing omnichannel customer care, with an emphasis on discussing key metrics as well as current challenges. The session was well attended by more than two dozen customer experience leaders and included a special case study by satellite television provider, DISH Network, and was hosted by one of DISH Network’s key suppliers.
Aquire
AUGUST 26, 2021
Customer experience managers around the world understand the importance of focusing on customer relationship optimization. But what many miss is that customer experience extends far beyond the sale. To truly optimize your customer relationships, you must analyze every interaction they have with your brand, and look at how you can do them better. That way, you significantly increase customers’ lifetime value, drive customer loyalty, improve retention, and encourage referrals. .
Customer Think
AUGUST 24, 2021
The pandemic might’ve expedited the process, but the future of B2B sales has always been virtual. Now that we’ve settled into the age of video conferences and Zoom meetings, the next step is figuring out how to successfully sell virtually. The good news is that if you’re an effective seller in person, you’ll probably be […].
Speaker: Blackberry, OSS Consultants, & Revenera
Software is complex, which makes threats to the software supply chain more real every day. 64% of organizations have been impacted by a software supply chain attack and 60% of data breaches are due to unpatched software vulnerabilities. In the U.S. alone, cyber losses totaled $10.3 billion in 2022. All of these stats beg the question, “Do you know what’s in your software?
Zendesk
AUGUST 26, 2021
At Zendesk, we believe a key component of providing great customer experiences includes ensuring your agents are armed with the right tools and processes to deliver them. But with conversation volume increasing by more than 20 percent year over year , over a growing number of channels, support teams are struggling to keep up. As a result, businesses increasingly turn to AI to provide faster and more reliable service and make teams more efficient.
Ameyo Callversations
AUGUST 26, 2021
Contact centers make the spine of your customer experience. Any piece that you miss in the contact center eventually disturbs the experience for the customer. Over the last few years, AI and digital transformation have evolved some new trends, and contact centers fall under that transitioning verticals. As a result, customer expectations are growing/evolving and becoming more demanding in the context of customer services.
Sprinklr
AUGUST 25, 2021
Collecting, managing, and applying feedback is a critical piece of the CX process. In today’s summer flashback episode I go back to my P&G days to regale you with a story about marketing recommendations, and the gift of honest, unfiltered feedback. See all CXM Experience podcasts. The CXM Experience on Apple Podcasts. The CXM Experience LinkedIn Group.
Customer Think
AUGUST 23, 2021
The outsize popularity of dystopian TV shows aside, there’s no firm consensus on what AI technology will mean for our future on the planet. What is certain is that the triumph of machine learning is a boon for forward-thinking companies. At the most fundamental level, AI solutions free up employees to focus on tasks that […].
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
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