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Modern CSMs – especially those working in a SaaS-based organization – are often responsible for more than what makes it into the job description. It is more than just working through an implementation or onboarding plan, providing ongoing support to customers throughout their lifecycle, and delivering on customer expectations. . Instead, modern CSMs are often asked to spearhead one of SaaS business’ most daunting and unpredictable aspects: customer churn. .
Want to know more about AI’s role in conversation intelligence? This blog looks at four eras of AI and the impact they’ve made on customer-centric companies.
Today’s interview is with Jawad Malik, the founder of Chicago-based Idrese, a direct to consumer (D2C) brand that provides affordable and luxury custom-made shoes made in […]. The post Little personal touches can make all the difference – Interview with Jawad Malik of Idrese first appeared on Adrian Swinscoe.
There's a good chance you and your colleagues have had a tortured conversation about customer service surveys. What type of survey is best? How many questions should it include? Are the scores all fair? That last one is a doozy. Executives worry whether a customer upset about a defective product will “unfairly” give the customer service team a low score on its post-transaction survey.
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.
You know you have a good business problem on your hands when, due to the demand for your services is so huge, the cities you operate are trying to declare a public nuisance because of traffic backups. As is the case happening for multiple cities where Chick-fil-A operates in. After all these years, Chick-fil-A restaurants. Read Full Article. The post Why Chick-fil-A is one of the Most Loved Brands appeared first on The DiJulius Group.
Singular value decomposition (SVD) is important to data science, as it provides a ranking of features stored by a matrix. The CallMiner Research Lab team explores several SVD applications.
Be obsessed with convenience. Always try to figure out how your company can help save your customers’ time, which is probably the most important resource in their life. This concept is what made the tech giants big and it can help commodity businesses offer their customers convenience in ways that make them stand out from other companies. Offering a subscription model so that customers don’t need to think about when they will run out of essential but otherwise unremarkable products, would be a n
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Be obsessed with convenience. Always try to figure out how your company can help save your customers’ time, which is probably the most important resource in their life. This concept is what made the tech giants big and it can help commodity businesses offer their customers convenience in ways that make them stand out from other companies. Offering a subscription model so that customers don’t need to think about when they will run out of essential but otherwise unremarkable products, would be a n
The word narcissism is seldom used in a positive way. Google narcissism and you find the definition from Oxford Languages is “ an excessive interest in or admiration of oneself and one’s physical appearance. ” In medical terms, the Mayo Clinic says a narcissistic personality disorder is a mental condition in which people have an inflated sense of their own importance, a deep need for excessive attention and admiration, and a lack of empathy for others.
Customer success email templates form a foundation for effective CS automation. While customer success management can result in a rewarding payoff, it can also be very time-consuming if you don’t use the right strategies. Keeping in touch with your clients is the best way to minimize churn, but it can take considerable time if you do it manually.
From the CEO and the management team to the intern fresh out of college, every employee or business owner has unique qualities that position them to bring excellent customer experiences to life. It’s all about having the right mindset, taking ownership of your abilities, and doing what’s in your power to drive positive experiences for customers. And for Elizabeth Dixon , even the smallest action can cause ripples that turn customers into loyal advocates.
Michael Brenner, author of The Content Formula, and Mean People Suck, explains content marketing best practices to create impact and keep your brand at the forefront of peoples' minds when it's time to buy what you sell. The post Doing Customer Experience Right Through Content Marketing appeared first on Doing CX Right.
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.
Leverage Auto Dialer Software to Boost Call Connect Rate Most businesses make calls to prospective customers as a strategic part of their operations. In every call center and contact center software auto dialer software outbound feature helps to dial out a set of contacts automatically. However, customer calling is such an overused activity that now, the customers have stopped answering most of the calls.
Generating qualified leads is no easy task. With so much raw data available at any given time, marketers are having a tough time not getting bogged down by the things that should have enabled them to do better. . Ergo, we must understand that data isn’t worth anything unless it can help you enhance your demand creation strategy. To ace your lead generation, you must understand the right metrics necessary for lead generation. .
We recently hosted the debut session of our CX for Growth webinar series, with guests Great Question. CX for Growth is a webinar series hosted by the Startups team at Intercom, a casual, interview-style monthly session featuring special guests and exploring customer experience topics that help to drive growth in your business. Great Question is an all-in-one customer research platform that makes it easy to build a panel of customers, schedule research studies (surveys, interviews and prototype t
Despite companies investing more than ever in customer service, most consumers aren’t happy with their experiences. According to the Zendesk Customer Experience (CX) Trends Report 2022 , only 21 percent of shoppers say companies make it easy to interact with them. The best customer communication strategies arm your team with the tools and knowledge they need to engage with buyers according to their preferred communication methods and channels.
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.
Many organizations rely on quarterly business reviews (QBRs) as their dedicated opportunity to check in with customers and ensure their needs are being met. However, a quarterly meeting is often not enough to ensure that your customers are finding value in your product and are on track to achieve their strategic goals, or to alert you to any issues or changes that might need to be immediately addressed.
How do you know if someone trusts you? Is it what they share with you? How do they spend their time with you? Is it the language they use when talking about you or what they do when you aren’t around? I would argue it’s all of the above. But, also, these things are true about people’s trust in your life or customers on your sales reports.
Two years of sporadic lockdowns have opened up the hiring landscape to more diverse workers, so it’s crucial to ensure you focus on inclusive agent engagement in your contact center. Though there is no doubt that the shift to remote work took a period of adjustment for some individuals, it quickly became clear that many folks benefited from these changes.
Not wanting to hang around a hospital is universal. Patients are nervous, scared, and likely in pain. Plus, there are folks sneezing. It certainly can make for an uncomfortable and unhealthy situation.
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
As Heart of the Customer’s CX Practice Lead and a long-time marketing research practitioner, I’m always focused on gathering the most accurate data to answer the problem at hand. Why are sales lower than anticipated? Why is the customer retention rate lower than projected for certain product lines? What can we do to make it […]. The post Qualitative Research: Are Your Teams Up to the Task?
How do you know if someone trusts you? Is it how they talk to you? How much time do they spend with you? What do they say about you when you aren’t around? We might argue the answer is D, all of the above. Plus, there are many other behaviors people have that indicate they trust you. Moreover, these things are true whether we are talking about people in your personal life or customers on your sales reports.
All folks new to the contact center world have many steep learning curves to overcome—a big one is picking up on industry jargon. From CSat score to Average Handle Time to First Call Resolution Rate , there are plenty of new terminologies that come with working at a contact center. Occupancy Rate is one of those terms a new employee may be unfamiliar with, and it’s important.
There is no doubt that customer feedback is one of the most valuable resources that companies have available. When used properly, reviews and other types of feedback allow enterprises to develop engaging marketing campaigns , design better products, and make strategic decisions based on what customers expect from their products and services. Nevertheless, learning how to use customer feedback to drive action poses a significant challenge, especially for organizations that leverage multiple chann
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.
This week, we feature an article by Rupert Jones, a financial independence geek who believes in the power of networking. He shares tips to help you encourage your customers to give you excellent reviews. As a business owner or freelancer, your clients are your lifeline. You want to do the best job possible, leaving clients raving about you. Some customers will willingly leave positive reviews on your website or other sites, but you may have to encourage other customers to do the same.?
Marketing Must Catch Up With the New Realities: Leverage Marketing’s Win/Loss Framework to Accelerate Your Career. Part 3 in the Series: Expansion Selling Starts with Listening. The first and second installments of this series discussed the importance of optimizing Marketing’s time and resources by paying attention to Net Revenue Retention (NRR) and customer lifetime value.
Two years of sporadic lockdowns have opened up the hiring landscape to more diverse workers, so it’s crucial to ensure you focus on inclusive agent engagement in your contact center. Though there is no doubt that the shift to remote work took a period of adjustment for some individuals, it quickly became clear that many folks benefited from these changes.
Growing your customer base is a hallmark of those early days, months, and years as a startup. But the work to grow your customer base doesn’t stop, even after multiple rounds of funding and an established foothold in the market. Startups know better than anyone that maintaining strong customer relationships drives growth through all stages of the business.
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
Building the Most Customer Obsessed Company On the Planet. There Is No Such Thing as Over-communicating With Your Customers. Shep Hyken interviews Jeffrey T. Mezger, Chairman, President and Chief Executive Officer at KB Home , one of the most recognized brands in homebuilding. They discuss the goal of being customer-obsessed, how your organization can provide an excellent experience in spite of supply chain issues and other problems, and more.
Marketing Must Catch Up With the New Realities: Leverage Marketing’s Win/Loss Framework to Accelerate Your Career. Part 3 in the Series: Listen For Growth. The first and second installments of this series discussed the importance of optimizing Marketing’s time and resources by paying attention to Net Revenue Retention (NRR) and customer lifetime value.
All folks new to the contact center world have many steep learning curves to overcome—a big one is picking up on industry jargon. From CSat score to Average Handle Time to First Call Resolution Rate , there are plenty of new terminologies that come with working at a contact center. Occupancy Rate is one of those terms a new employee may be unfamiliar with, and it’s important.
The job of a CX manager or professional is to create experiences that are aligned with customers’ expectations from the brand. And with over 2 billion people shopping online in 2021, digital experiences have become just as important.
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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