Intercom, Inc.
MAY 20, 2019
Picture this: You’re a product designer with a handful of years on your career path. You’ve cut your teeth on a few big launches and earned your stripes as a solid “mid level” product designer. Like many designers, you’re curious and ambitious. You look to the future and ask yourself, where do I want to be this time next year? What about in five years?
Uniphore
MAY 20, 2019
There was a time when customers only had a single choice when it came to contacting a company's customer service department. They had to dial a number to reach the department by phone—and make sure that they did so during the company's customer service department's hours of operation. Read More.
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Beyond Philosophy
MAY 24, 2019
The Massive Importance of Memory in a Customer’s Experience. Customer loyalty is a function of customers’ memories. That is to say, customers don’t choose your experience over another; customers choose the memory of your experience over another. Therefore, we feel it is vital that you ensure your customers have an excellent memory of your Customer Experience.
Taylor Reach Group
MAY 22, 2019
By Rosetta Lue. The government will better serve all stakeholders by establishing a focus to oversee the design and implementation of a human-centered design strategy that: identifies and responds to key touch points in a stakeholder’s journey. streamlines, integrates, and scales websites and call centers consistently over time. takes a holistic, iterative approach to prioritizing improvements across channels. maintains a mobile-experience first philosophy (people seeking information often
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
Intercom, Inc.
MAY 22, 2019
If you wanted to know your customers’ gripes and praises in the past, you had to assemble a series of questions anticipating their possible answer. Then you had to try to reach them via email and convince them to fill it out. But there’s a better way now. Deepa Subramanian (a graduate of Harvard Law School and a veteran of Salesforce) set out to improve businesses’ understanding of the customer voice by co-founding Wootric , a platform that offers a range of feedback collection and a
Uniphore
MAY 20, 2019
All industries encounter operational obstacles; those with call centers come across an extra set of issues during day-to-day operations. Read More.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
C3Centricity
MAY 20, 2019
Every industry strives to improve their customers’ experience with their products and services. Adopting a customer first strategy is therefore in many company objectives. Unfortunately it rarely goes beyond the theory in many organisations, so I decided to help out with these six suggestions. Hospitality is perhaps one of the most visible industries where customer satisfaction, or lack of, is quickly shared with the world.
Totango
MAY 21, 2019
In the customer-centric economy, retaining current customers is a top priority. Not only are new customers expensive to win over, but loyal customers are more valuable in the long run. They trust your brand and are more likely to spread word-of-mouth advertising or accept an upsell. Plus, retaining a following of customers gives you a good brand image, as it shows that your company is capable of inspiring loyalty.
Beyond Philosophy
MAY 23, 2019
I have been working as a global Customer Experience consultant for nearly twenty years. Never have I ever heard a customer say, “I just wish I could be hassled a little more.”. We don’t like it when things aren’t easy in a Customer Experience. It takes too much time and energy for us to respond to tricky or difficult challenges. Moreover, if we are at a state of cognitive depletion, where we are too tired to make good decisions or use rational thought to figure out a solution, we are likely to w
Customer Bliss
MAY 23, 2019
“The caliber of the team here is remarkable, and I’ve never seen anything like it. So, that was the reason why I decided to join them. Now it’s been a little under two years, and I still feel the same way,” says Aurelia Pollet , the Vice President of Customer Experience at Exemplis. Exemplis is a B2B2C, which makes custom chairs and lounges for offices. .
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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.
Customer Service Life
MAY 20, 2019
This article was originally published on the Talkdesk blog on March 15, 2019. Click here to read the original post. Looking back a decade or so ago, I was a customer service manager at a small SaaS (software as a service) company feeling my way through the contact center. For various reasons we signed on with an outsourcer to help grow our team and that’s where some significant growth for both me individually and the company I worked for began to take place.
Totango
MAY 23, 2019
When your goal is to grow your customer’s business, upselling becomes a means, not an end. That’s the advantage of working within a customer-centric environment. Your success depends on your customer’s success, so expansion becomes a necessity for both parties. Upsells are the result of the growth a customer has enjoyed because of your commitment to delivering lifetime value.
ProProfs
MAY 23, 2019
Learning is more effective when it is active rather than passive. Yes, we are referring to eLearning, which is not confined to the ocean of words but is drawn from a number of skills involved like instructional design, education, visual design, presentations, storytelling, project management, and much more. With benefits like cost-effectiveness , environment-friendliness, improved retention, and flexibility, the trend of eLearning has taken over the entire world of learning in just a matter of a
Customer Bliss
MAY 22, 2019
In lieu of a regular Daily Dose video, I want to share with you an excerpt from a keynote I presented recently that focuses on the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below. Would you roll your mother into a hospital hallway and then leave her there? You know that you wouldn’t.
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.
Fonolo
MAY 22, 2019
Now that Game of Thrones has ended, you’re probably thinking, “What should I do with all of the extra time I have now?” Allow me to suggest something: It’s a great time to catch up on industry reading. There’s a large (metaphorical) stack of reports to go through here at Fonolo HQ, so let’s dive in! Below are four reports that we think are really worth your time.
The DiJulius Group
MAY 22, 2019
When asked, “How important is Customer Experience to the success of your business?” nearly every CEO rates it a 9 or 10. However, when asked, “How would you rate the resources you are investing into your customer experience?” most CEO’s rate it below a 5. Why is that? Because too many senior executives still view. Read Full Article. The post How Important Is CX To The Success Of Your Business?
CX Journey
MAY 22, 2019
Image courtesy of Pixabay Do you know the difference between means and outcomes? Between the journey and the destination? I know. I know. Those are silly questions to ask. Of course everyone knows the difference between means and outcomes. Of course everyone knows the difference between the means to an end and the end. Or do they? As I was driving to an appointment the other day, I saw a sticker on the back of a construction truck that read, in big red letters: Safety is the goal.
ClientSuccess
MAY 23, 2019
Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful.
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.
Fonolo
MAY 21, 2019
If your feet are firmly planted in the customer service and experience industries, you’re probably as excited as we are about next month. Fonolo is pleased to announce that we’ll be making our triumphant return to Customer Contact Week (CCW), held this year from June 24-28 th at The Mirage Hotel in Las Vegas, Nevada. Now in its 20 th (yes, 20 th !) year, the conference, considered the #1 event in the industry, is synonymous with education and inspiration in the customer service ecology.
The DiJulius Group
MAY 20, 2019
This guest article is brought to you by Jeff Mowatt, speaker at the 2019 Customer Service Revolution. Do your team members ever give you this excuse when your company loses a customer, “Our competitors are hammering us on price. That’s why we’re losing business.” It’s a convenient excuse that puts the blame on those nasty. Read Full Article. The post How to Move Customers Past Price appeared first on The DiJulius Group.
Provide Support
MAY 20, 2019
The importance of online customer reviews. Modern customers start their search of products or services with thorough analysis of information available on the Internet. They visit company’s Facebook and LinkedIn pages and read available online customer reviews. Thus it is important to create a strong online presence and maintain it by collecting customer reviews and testimonials.
ClientSuccess
MAY 20, 2019
CSMs Are Problem Solvers. Like diligent gardeners, Customer Success Managers (CSMs) excel at identifying problems and attacking them at their roots. Once one problem is solved, they move on to the next one, steadily weeding out every problem until only the healthy crops are left to flourish. But fundamentally, their focus is always on a problem. This is a solid strategy, but it’s not always the best approach to drive the metrics that matter in customer success.
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
TeamSupport
MAY 24, 2019
A company website is important to any business. It’s your face and first impression to all different types of people – prospects, investors, researchers, and more – and putting the right content in front of the right role makes a difference. One role that falls into the “and more” category that isn’t prioritized often, but should be, is customers. With so many businesses increasing their emphasis on customer success (doing everything you can to ensure customers are successful with your business)
Steven Van Belleghem
MAY 21, 2019
DiDi. DiDi is the Uber of China. But it’ bigger. A LOT bigger. It counts more car-sharing rides a day than all the other companies of the same type in the world combined, … multiplied by two. That’s 25 million rides a day and 400 million customers in 400 cities worldwide. The beauty of that is that they have more data at hand than all their competitors (75 terabytes of data per day, to be exact), allowing them to better understand customers, and what they expect from mobility.
Help Scout
MAY 21, 2019
Understanding is often based on perspective. You know your company offers customers unique, valuable, and special services or products because you’re on the inside. The question you need to ask yourself is: Do potential customers know what I know? If the answer is no, don’t worry. That’s why we need value propositions. They help us to achieve clarity around our brand, enabling us to craft messages that can speak to customers in the language that makes sense to them.
Hodusoft
MAY 21, 2019
Customer satisfaction occupies center stage. Call centers need to adapt to changing trends to delight customers. Social media has emerged as one of the largest and the most powerful channels of communication as well as interaction. If a call center does not have social media channel integration in its contact center software, it should do so promptly if an enhanced customer experience is its priority.
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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.
Confirmit
MAY 19, 2019
Confirmit’s state-of-the-art technology and service offering helps life science companies improve revenue, reduce costs, and drive organizational improvements by providing the right information to the right people at the right time. We help you get beyond simple survey results so you can see the “big picture”, leveraging our platforms artificial intelligence to support human decision making at all levels, across research and feedback including patients, healthcare providers, di
SugarCRM
MAY 20, 2019
Technology is getting faster, and easier to use. As a result, everybody wants more from the companies that they do business with. Your expectations of a world-class customer experience are rising with every iPhone release or new chatbot you encounter. Whether you are the customer yourself, or the company working with the customer you want more from the technology sitting at the intersection of the customer and the company.
Qualtrics
MAY 22, 2019
Ask Jeanne Bliss, CEO and founder of Customer Bliss, what she does for a living and she’ll tell you she’s on ‘a crusade’. It’s one that has seen her give 2,000 keynotes, coach more than 20,000 execs around the world, and publish four best-selling books. Her mission? “To help people around the world do a better job of uniting their organization to improve lives and to grow their business admirably.”.
CX Journey
MAY 22, 2019
Image courtesy of Pixabay Do you know the difference between means and outcomes? Between the journey and the destination? I know. I know. Those are silly questions to ask. Of course everyone knows the difference between means and outcomes. Of course everyone knows the difference between the means to an end and the end. Or do they? As I was driving to an appointment the other day, I saw a sticker on the back of a construction truck that read, in big red letters: Safety is the goal.
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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