Intercom, Inc.

MARCH 25, 2021

The onset of COVID-19 has accelerated a digital transformation in the healthcare industry, resulting in changes to how patients receive care and how medical records are stored and processed. From healthcare providers to insurers and others, the pandemic is rapidly driving organizational change and prompting businesses to consider future needs by adopting new technologies to replace or assist with historically manual workflows without compromising on care or privacy.

Healthcare 268

Healthcare Compliance Government Technology 268

Inside Customer Service

MARCH 25, 2021

Domino’s helped me survive college. My school had a deal with the local Domino’s franchise where you could use your meal plan to order a pizza. The meal plan even covered the delivery driver’s tip. It was way too convenient for a student who was strapped for cash. To say I ordered a lot of Domino’s was an understatement. I ordered A LOT of pizza. And when I wasn’t ordering Domino’s, my friends were.

Customer Experience 247

Customer Experience Sales Innovation Customer Feedback 247

Win the Customer

MARCH 22, 2021

Running and maintaining a small business is a challenge. Because of limited personnel and limited financial resources, small business owners often need to wear multiple hats to keep their business afloat like the use of another address for their mailbox company. The Importance of Using a Secure Fax and a virtual office address where the service provider will forward all of your mail, this is a really good one for Modern technology has made it easier for small business owners to manage and trac

Technology 188

Technology Technology Finance Start-ups 188

Fonolo

MARCH 25, 2021

We’ve all heard about customer satisfaction. But have you considered the impact of your agent satisfaction? It’s more important than ever to pay attention to your staff and motivate them on the daily. Yet less than 30% of contact centers track this metric, despite its direct impact on standard industry KPIs. If you don’t know the state of your agents’ satisfaction levels, it can be difficult to create positive change.

Contact Center 147

Contact Center Customer Satisfaction Start-ups Customer Service 147

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

Intercom, Inc.

MARCH 25, 2021

This question has been shaping customer experience expert Jeanne Bliss ’s career for as long as she remembers. Jeanne is one of the leading voices on customer-centric leadership. In fact, she wrote her first book, Chief Customer Officer , long before that type of role was even widely known. She’s been coaching business leaders for over 30 years, helping them build more customer-centric initiatives and create long-lasting, memorable relationships with their customers.

CX 181

CX Start-ups Business Growth Engineering 181

Myra Golden Media

MARCH 22, 2021

Many people are surprised when I bring up empathy in my de-escalation workshops. They’re looking for hard-hitting tools and frameworks to help them bring down the temperature in interactions with customers. But empathy? How does this soft skill fit in? Empathy helps you come across as a compassionate, non-judgmental listener. With customers in intense situations, empathy helps you begin the de-escalation process.

Legal 133

Legal Customer Experience 133

Fonolo

MARCH 23, 2021

Running an effective call center is all about resolving customer issues in a timely fashion. One of the best Key Performance Indicators (KPIs) to reflect this is Average Speed of Answer (ASA). In this guide, we’ll walk you through the basics of ASA, why it’s important, and how to calculate it. How to Overcome Challenges with Your Call Center Metrics How to Overcome Challenges with Your Call Center Metrics.

Customer Satisfaction 121

Customer Satisfaction Customer Service 121

Intercom, Inc.

MARCH 23, 2021

The rise of subscription services brought with it a huge shift in consumer buying habits. According to research, the subscription economy has grown by more than 350% in just under a decade, which perhaps isn’t all that surprising when you consider how many of the services you use on a daily basis are subscription-based. Leading the charge in the tech subscription space is Grover , a platform that offers consumers more flexible ways to access tech by enabling them to rent devices such as phones,

Customer Experience 104

Customer Experience E-commerce Start-ups Sales 104

Futurelab

MARCH 20, 2021

When implementing a Net Promoter programme, many organisations grow impatient. The initial business case may look compelling, but it may take months or even years before the results from acting on customer feedback show up in the (financial) numbers. Tags: Alain Thys NPS Net Promotor Score promoters customer feedback Facebook Like. Linkedin Share Button.

NPS 100

NPS Customer Feedback 100

Conversocial

MARCH 26, 2021

What is the goal of any product launch? To make sure as many potential customers know about it as possible. It’s never quite that simple though, there are always improvements that can be made to achieve the perfect balance of excellent ROI, low CPL and high sign-up rate. In a lot of digital marketing, brands are stuck trying to find and target the ideal leads until they can get an email address, phone number, or any form of contact details.

Customer Acquisition 110

Customer Acquisition 110

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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.

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TeamSupport

MARCH 23, 2021

A customer can be very satisfied with the products and services of a company, but that doesn't mean they’ll remain loyal. Competitors can attract them by offering better customer benefits, including proactive customer support. Customer experience is decisive for both satisfaction and loyalty. However, most companies do not offer great customer experiences.

B2B 105

B2B Artificial Intelligence Social Media Customer Loyalty 105

The DiJulius Group

MARCH 24, 2021

Johnny Jennings, Chief of Police at Charlotte-Mecklenburg Police Department, Charlotte, has a vision for what type of police department he wants to build, some may call it an unrealistic vision. Jennings wants Charlotte to be known as the Chick-fil-A of police departments. And he is not just talking about it. He is committed to making. Read Full Article.

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105

Zendesk

MARCH 25, 2021

This is the first in a series of insights from the National Retail Federation’s Big Show 2021. Read our round-up of retail CX trends for 2021. The world is changing and so is the way we shop. A few years ago, consumers made it clear that it’s no longer just about which tee is the softest. They wanted to know if the tee was made in a sustainable way, without using forced or underpaid labor.

Retail 98

Retail Social Media Start-ups CX 98

Conversocial

MARCH 23, 2021

In a year when retailers have been forced to innovate with fewer customers in-store (and sometimes none at all), curbside pickup has been an excellent way of still generating sales while keeping customers and workers safe. Our own survey in 2020 found that 40% of shoppers had used curbside pickup during the pandemic. As the world starts to roll out vaccination programs, towns and cities are opening up, brands will want to start bringing customers back.

Retail 103

Retail Start-ups Innovation Sales 103

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.

AI

Experience Investigators

MARCH 23, 2021

Sure, you may not intend to, but there are probably ways you, as the leader of your department or organization, are sabotaging the experience your customers have. And who can blame you? Today, leaders have more expectations with fewer resources. We’re asked to spend more time reporting on what’s happened than making things happen. Time is limited and people are pressured.

Customer Experience 98

Customer Experience Contact Center Close the Loop Invoicing 98

The DiJulius Group

MARCH 24, 2021

5 Quick Tips to Help you Make Price Irrelevant 1. Customer Service Feature Story There is a More Dangerous Pandemic Happening with No Vaccine I was recently in Florida enjoying a few days of vacation and warm weather. One of the many things I have always loved about being at a vacation place is how. Read Full Article. The post There is a More Dangerous Pandemic Happening with No Vaccine appeared first on The DiJulius Group.

Customer Service 100

Customer Service Customer Experience 100

Zendesk

MARCH 24, 2021

What was your absolute worst customer service experience? If you stopped doing business with that company and told all your friends about it, you’re not alone—and your customers would probably do the same thing. Loyalty hinges on delivering a great customer experience. It’s not enough to just have a good product—companies are setting themselves apart by delivering exceptional customer service.

Customer Service 98

Customer Service Social Media AI Omnichannel 98

Steven Van Belleghem

MARCH 22, 2021

Enjoy! Four cool anecdotes about Customer Experience! If Zappos is out of stock in a customer’s size, agents are trained to look for shoes on competitor websites and direct customers there. Customer service at Zappos became an effort to build a relationship with customers and leave them with a good impression of the brand. Viewing customer service through that lens can help companies keep customers for the rest of their lives.

E-commerce 98

E-commerce Customer Experience Customer Service 98

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.

AI

Totango

MARCH 23, 2021

A customer journey analysis helps you improve SaaS client experience and increase retention by optimizing the steps customers take in their relationship with your product and brand. Today’s concept of the customer journey takes a customer-centered perspective that unifies the pre-sales (buyer) and post-sales (customer) experience of your brand into a single lifecycle.

Customer Journey Map 89

Customer Journey Map Scorecard Sales Customer Expectations 89

Zonka Feedback

MARCH 24, 2021

We are delighted to announce that Zonka Feedback has once again received the title of ‘High Performer’ in the Spring 2021 Grid Report by G2 Crowd. This is the third consecutive quarter of receiving such recognition from G2.

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Zendesk

MARCH 22, 2021

It’s never been easier to live by the old Latin proverb caveat emptor—aka, “Let the buyer beware.”. In 2021, customers can check a business’s reputation just by pulling out their phones and doing a quick search. And most do! “These days, 87 percent of buying decisions begin with research conducted online before the purchase is made,” says Rani Sivesind , a customer success operations manager at Zendesk.

B2B 98

B2B Entertainment Start-ups B2C 98

Qmatic

MARCH 24, 2021

In this article, I describe what arrival management is and how you can use it to move your visitors seamlessly from an online experience to an in-person visit. At the end of the article, you can download a guide about appointment management where you can learn even more about the solutions.

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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

Customer Experience

UJET

MARCH 22, 2021

The IVR isn’t a topic that gets enough coverage. We gravitate to the shinier objects and tend to focus more on the agent experience, omnichannel, and artificial intelligence. Meanwhile, your IVR can be one of the biggest drivers of good vs bad CX. The IVR is often the reason customers start yelling and screaming before ever talking to an agent, and more often than not it’s the reason that most conversations start with frustrated customers and flustered agents.

CX 82

CX Contact Center Start-ups AI 82

Beyond Philosophy

MARCH 26, 2021

Welcome to Why Customers Buy, my weekly LinkedIn Newsletter series that explores how customers make decisions. It reveals ways to unlock what customers really want with new concepts and practical tips that drive value. Subscribe today right here. Consider this. You and some friends decided to go to see a movie. As you enter you are asked to prove you have had the vaccine, only people who have had the vaccine can enter.

Government 78

Government Sports Legal Compliance 78

Zendesk

MARCH 25, 2021

Due to COVID-19, there’s a growing number of remote call center jobs available online. According to Fortune, more and more high-volume call centers (or contact centers) are moving to remote work and staying that way , which means greater opportunity for work-from-home call center representatives. But don’t let the role’s high demand boost your confidence too much—getting a job as a call center representative still takes preparation.

Social Media 92

Social Media Contact Center Start-ups Omnichannel 92

Customers That Stick

MARCH 24, 2021

The spring season of the Crack the Customer Code podcast is over halfway done, and we’ve had some amazing guests and discussions this season. Below is a recap of the episodes so far this season. Make sure to check them out on your favorite podcast player or using the links below. Check Out Our Season Sponsor (and get a free report). In order to reap the benefits of CX (while simultaneously managing limited budgets and external expectations), the pros need to learn to prioritize.

CX 78

CX AI Customer Service Customer Experience 78

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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.

AI

Totango

MARCH 26, 2021

Today’s Customer Lifecycle Is Technology-driven. As the concept of the customer lifecycle has developed, understandings have changed under the influence of technology. If you search Google, you’re likely to find every other article giving a slightly different opinion. Some information is out-of-date, while some presentations give a partial perspective on the customer lifecycle.

Net Promoter Score 67

Net Promoter Score Social Media Education Sales 67

Beyond Philosophy

MARCH 20, 2021

You might be surprised to learn that when golf courses make less revenue, Disney World’s attendance goes up. You might also find it weird that Mississippi’s marriage rate correlates 99.3% with the US per capita consumption of whole milk. Perhaps most shocking is the fact that more people die of fire, smoke, and flames in years when Nick Cage is in fewer movies.

Management Consulting 68

Management Consulting Customer Experience CX 68

PeopleMetrics

MARCH 25, 2021

3 Easy Ways To Quickly Understand Customer Survey Comments. Customer survey comments (i.e. open-ends; unstructured feedback; verbatims) are incredibly valuable because they indicate WHY people feel the way they do. Without this additional context, experience measurement professionals wouldn't have enough information to determine the best way to go about fixing respondent problems.

Customer Survey 62

Customer Survey Text Analytics CX Customer Feedback 62

ClientSuccess

MARCH 23, 2021

For most CSMs – and SaaS organizations in general – the work from home era is officially here, and has been for a while. As more companies announce they will continue remote operations indefinitely, customer success teams are either auditing their existing remote communications strategy or looking for ways to keep things running smoothly long-term. This is because, for customer success teams, there are more than just internal conversations to think about. .

Customer Relationship 65

Customer Relationship Sales Technology Technology 65

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.

Technology