Callminer

DECEMBER 19, 2018

As CallMiner continues to grow, we are committed to also growing our community support through charitable donations and volunteer activities.

182

182

Intercom, Inc.

DECEMBER 21, 2018

In sales, the ability to connect with leads in real time can’t be understated. Exchanging just six messages over live chat makes a visitor 250% more likely to become a customer. But as powerful as live chat is, it has one challenge you also find in email and many other digital channels – if you can’t see or hear your leads, how do you quickly establish rapport with them?

Sales 172

Sales Start-ups B2B 172

Beyond Philosophy

DECEMBER 17, 2018

Water and train companies in the U.K. have come under fire recently over their lousy customer service. What do these two seemingly-unrelated industries have in common? Both are monopolies, and a monopoly is almost always bad news for the customer. Water service to homes in the U.K. is provided by regional companies that each hold a monopoly on their own territory.

CX 123

CX Government Customer Satisfaction Gaming 123

Customer Experience Matrix

DECEMBER 16, 2018

It’s been quite fascinating to watch the Customer Data Platform industry develop over the past few years. So far, we’ve seen two main trends emerge: extension of CDP product scope beyond the core of building the customer database itself and expansion into new industries. Both shed light on what we can expect to happen next. Product Scope CDP product scope has a more convoluted history than you might think.

Retail 111

Retail B2B Hospitality Hospitality 111

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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.

Contact Center

Myra Golden Media

DECEMBER 17, 2018

Everybody thinks to train employees on the company’s applications and products and to give them basic phone skills. But very few people in customer service actually get the training they need to get an angry customer to back down, politely control conversations with ramblers and skillfully handle the customer who demands to speak with a supervisor. I want to talk to you about why your employees can’t seem to de-escalate intense interactions.

Start-ups 109

Start-ups Customer Service 109

Intercom, Inc.

DECEMBER 20, 2018

Just ask Sujan Patel, one of today’s most well-known experts in growth. Sujan has seen first-hand just how powerful chatbots can be – greater efficiency, accelerated sales cycles and better customer experiences. Sujan’s no stranger to finding the cutting edge in growth. As the co-founder of WebProfits , he’s led marketing strategy for the likes of Intuit, LinkedIn and Salesforce.

Sales 151

Sales Start-ups E-commerce Non-Profits 151

Beyond Philosophy

DECEMBER 20, 2018

How many words a minute can you type? 40? 60? 90? Now, if the letters, numbers, and symbols were not printed on the keys, how many would you be able to write on the correct key? 100%, right? Maybe not. You probably don’t know the answer to the second question for sure. However, participants at a study at Vanderbilt University do. The participants typed from 72 to 94 words a minute.

Customer Experience 107

Customer Experience 107

Customer Service Life

DECEMBER 18, 2018

We’re moving faster than ever before to make the customer experience WOW-tastic. Customer service agents are expected to turn into an octopus by growing 8 arms to handle all the different contact points, quickly respond to chats, SMS, social media, phone calls and emails. All the hats they wear can’t even stay put on their heads because there are just too gosh darn many.

Contact Center 105

Contact Center Social Media Customer Service Customer Experience 105

Intercom, Inc.

DECEMBER 18, 2018

What began as a humble blog seven years ago, run by one person, is now a team of nine that publishes daily posts, books, e-guides, podcasts, videos, microsites, social media and more. It’s daunting to think how much we’ve changed, but despite all, we never want to lose sight of the people we serve: you. Our annual reader survey, which launches today, is the best way for us to understand how we can improve to serve you better.

Social Media 21

Social Media 21

Myra Golden Media

DECEMBER 17, 2018

No one likes to deliver bad news to customers, but for a lot of us, giving bad news is a regular part of business. You know the feeling – you probably get nervous, or you have to transfer a call to your supervisor because the customer won’t accept your word as final. It’s time to figure out how to fix that! For more than 20 years, through my workshops, I’ve worked with customer service professionals just like you who struggle with how to say things to customers that they don’t

Customer Service 102

Customer Service Customer Experience 102

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.

B2C

C3Centricity

DECEMBER 17, 2018

This shorter than usual post was inspired by a great question on Quora about how to get new clients. Although my original answer was for a web design company, most of my ideas are relevant whatever industry or profession you are in. I therefore wanted to share my answers to the question in the hope of being of help to businesses large or small. First let me say that if you’re struggling to grow, then you’re not alone!

Start-ups 102

Start-ups Social Media 102

Retently

DECEMBER 20, 2018

Potential customers often ask us — “what makes Retently better than the competition?”. This is something we think about a lot. After all, answering this question well leads to acquiring new business, while responding poorly sends potential customers fleeing for whichever competitor they’re comparing us to. Comparing Retently to the competition is quite a challenge.

NPS 81

NPS Start-ups Net Promoter Score Customer Feedback 81

Beyond Philosophy

DECEMBER 21, 2018

There is a great deal of information in academia that can help your business, but how do you access it? How do you read it? How can you apply this to your customer experience? Colin will reveal how you can benchmark your performance against other companies to determine how you are doing in the new world of behavioral economics and customer experience.

Customer Experience 79

Customer Experience 79

The DiJulius Group

DECEMBER 19, 2018

It is a shockingly high percentage of companies that look at customer service as an expense rather than an investment. Whether you are a two-man start up or a Fortune 500 company, customer service affects every portion of your business, and investing in it is mandatory for your success. No matter how great your merchandise. Read Full Article. The post 5 Ways to Improve your Customer Service appeared first on The DiJulius Group.

Customer Service 78

Customer Service Start-ups Customer Experience 78

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.

Actionable Insights

Fonolo

DECEMBER 18, 2018

We did it! We made it to the last blog post of 2018. 135 blog posts. Over 5000 Twitter followers. New initiatives. A new platform. New patents. New partnerships. New customers. It has been a busy, extraordinary year for Fonolo’s growth across channels and industries, made possible by the ongoing hard work of our dedicated employees, partners, and clients.

Contact Center 70

Contact Center Artificial Intelligence Social Media Touchpoint 70

Retently

DECEMBER 17, 2018

Disloyal customers are costing businesses billions. But what actually triggers disloyalty? Former CEB Global’s research (now part of Gartner), explained that the level of effort consumers put into interacting with a brand has a direct impact on loyalty levels. In fact, according to CEB Global, it seems that around 96% of consumers that reported having difficulty solving a problem were more disloyal.

Net Promoter Score 76

Net Promoter Score NPS Touchpoint Customer Loyalty 76

ProProfs

DECEMBER 21, 2018

A number of enterprises often complain that they don’t get the desired results from employee training. Continued reliance on legacy systems is to be blamed for getting less-than-optimal outcomes as outdated training tools and processes are counterproductive. In such a situation, switching to the ProProfs learning management system (LMS) can prove extremely advantageous to organizations across a spectrum of industries.

Compliance 69

Compliance Education Technology Technology 69

Heart of the Customer

DECEMBER 18, 2018

As defined by RationalWiki, “survivorship bias is a cognitive bias that occurs when someone tries to make a decision based on past successes, while ignoring past failures. It is a specific type of selection bias.” Applied to CX, it’s when you focus only on existing customers and ignore those who have left. Let’s look at an example. There’s a national sports bar which saw its CX scores continually improving. […].

CX 68

CX Sports Voice of the Customer Customer Journey Map 68

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

Customer Satisfaction

Lumoa

DECEMBER 16, 2018

Net Promoter Score in the eyes of a marketer. We had a discussion with Bill Macaitis, a man behind Slack, Zendesk and Salesforce marketing about what NPS surveys can bring to your company.

Net Promoter Score 68

Net Promoter Score NPS 68

Customer Bliss

DECEMBER 18, 2018

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?

CX 66

CX Education Start-ups Customer Experience 66

iQor

DECEMBER 21, 2018

Reading Is (Always) In.

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61

Customer Service Life

DECEMBER 17, 2018

This article was originally published on the FCR blog on November 21, 2018 for Thanksgiving. Click here to read the original post. If you’re having trouble finding something to be thankful for, try emailing a thousand or so of your friends and colleagues and ask them to share what they’re thankful for. That’s what I did recently here at FCR for the fourth year in a row and I sure enjoyed reading the 187 responses.

Customer Service 60

Customer Service Entertainment Start-ups Contact Center 60

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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.

Customer Service

Kate Nasser

DECEMBER 15, 2018

Information technology (IT) teams can transform customer experience w/ these steps even w/ high demand. Insights from IT customer service coach Kate Nasser. The post Reach Out to Transform Customer Experience in IT | #CIOs #CFOs #CX appeared first on KateNasser.com.

Customer Experience 57

Customer Experience CX Technology Technology 57

Customer Bliss

DECEMBER 20, 2018

“Our lives as human beings are made up of moments,” said Dan Heath in my interview with him earlier this year. As business leaders, if we can understand and think about this, we can really work to identify moments in an operation where you can stand out and be memorable. One of my most popular podcast episodes of this year features Dan Heath, co-author of the book, The Power of Moments: Why Certain Experiences Have Extraordinary Impact.

Customer Experience 58

Customer Experience CX 58

UJET

DECEMBER 20, 2018

Phone support is a time-tested customer support channel and has consistently remained the most common way for customers to interact with companies.

Contact Center 56

Contact Center Customer Service Customer Experience 56

ProProfs

DECEMBER 19, 2018

What is that one thing that gives you an edge over your competitors? Is it your world-class infrastructure, your global presence or the fact that you are a well-established firm? If your competitors also possess these differentiators, then you don’t have an edge. Your firm may be operating out of a modest warehouse or a posh skyscraper building. It may have been incepted decades ago or it is relatively new to the market.

Technology 55

Technology Technology 55

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

Retail

TeamSupport

DECEMBER 21, 2018

The fundamental principles that define effective customer service apply across all industries and business types. But certain distinctive characteristics of the business-to-business (B2B) environment can have a huge influence on your approach to training customer service staff. Many B2B companies provide complex, high-value, and business-critical solutions where poor customer support can have significant performance implications for customers.

B2B 49

B2B Customer Service B2C Customer Experience 49

Gainsight

DECEMBER 21, 2018

I hear these two questions in the Customer Success community all the time: What profile of Customer Success Manager (CSM) should I hire? Does CSM count as Cost of Goods Sold (COGS) or Sales & Marketing ? . These two questions are fundamentally related. The key to answering them is figuring out which of three categories you fall into: 1. “CSM for Value Gaps”.

Sales 49

Sales 49

ClientSuccess

DECEMBER 20, 2018

There’s nothing quite like the promise of a new year to get your customer success team invigorated and rejuvenated. While end-of-year planning is the perfect place to rethink game plans and ensure your strategy is in line with your company’s corporate goals , it’s also a time of opportunity and forward-thinking. The beginning of a new quarter and a new year is the perfect time to nail down parts of your customer success strategy that might have been difficult or confusing in the past.

Customer Satisfaction 49

Customer Satisfaction Sales Gaming Customer Retention 49

ProProfs

DECEMBER 17, 2018

According to the “ Grade Increase ” report by Babson Survey Research Group, enrolment in online courses rose rapidly between fall 2015 and 2016 as compared to the previous three years. Public colleges and universities experienced the largest growth of about 7.3 percent in online course enrolment during this period. This implies that approximately two-thirds of all online students enroll in public school programs.

Education 53

Education 53

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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.

VOC