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
All industries encounter operational obstacles; those with call centers come across an extra set of issues during day-to-day operations. Read More.
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Lumoa
MAY 23, 2019
In this article, we cover why ecommerce customer experience is so critical and offer some tips on how to excel in an online environment.
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.
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 Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
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
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.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
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. .
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.
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.
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
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.
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.
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.
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.
Chip Bell
MAY 21, 2019
We hear a lot these days about customers’ need for speed. They seem to want everything the day before yesterday. Uber Eats is working on home delivery via drones rather than worry about traffic delays. Amazon is putting distribution centers in population centers to get same day delivery of merchandise instead of overnight. Text and instant messaging seem faster than email.
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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.
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.
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.
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.
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.”.
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?
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.
Intercom, Inc.
MAY 21, 2019
Since we first published Intercom on Onboarding back in 2016, awareness about the critical importance of excellent user onboarding has grown considerably. With the relentless rise of SaaS in particular, the need to help users find value and discover their “aha” moment is more important than ever. The one-off transaction has been superseded by an ongoing relationship, and excellent onboarding is central to the success of that relationship. “Onboarding is the one truly universal
SugarCRM
MAY 22, 2019
Mac or PC? iOS or Android? Proprietary cloud or AWS? Choices abound with today’s technology, whether it’s the laptop on your desk or the phone in your pocket. So why should your CRM be any different? Recent events have shown us that when it comes to your data, you need to do everything possible to keep it safe and make sure it’s available when you need it.
Qualtrics
MAY 22, 2019
In an age when many consumers grew up using smart phones and social media, it is becoming increasingly important to use social media in your customer experience efforts. According to a case study by Twitter , when a customer tweets at a brand and receives a response, that customer is willing to spend up to 20% more with that brand on future purchases.
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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