Intercom, Inc.
MAY 16, 2018
Despite the mountain of evidence contradicting the mantra of “if you build it, they will come”, it’s still extremely prevalent among product-first companies. Why? First, most founders don’t have a background in either sales or marketing, and even though they’re told to “ start marketing the day you start coding ”, they just don’t know where to begin, or they’re incredibly overconfident.
CX Accelerator
MAY 16, 2018
Ten years is a great deal of time in the life of a mortal. Considering the average life expectancy of a white bloke in the state of Tennessee is only 73.94 years, this is a really long time. Apparently I’d live eight years longer if I moved to Hawaii? Something to ponder for the future. ?? For now, it’s time to explore the past. This week I’m celebrating 10 years working for the same organization.
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Callminer
MAY 17, 2018
The CallMiner team has been watching the Yanny-Laurel debate with great excitement.
Beyond Philosophy
MAY 18, 2018
A difference exists between what people say they will do and what people do. People say they want salads in theme parks but order hamburgers. People say they want to save the planet but then ignore the recycling bin. People say they want many choices but then complain that there were too many choices to decide. In short customers are irrational! We recently enjoyed debating this in our podcast Why Are Customers Irrational?
Speaker: Lee Andrews, Founder at LJA New Media & Tony Karrer, Founder and CTO at Aggregage
This session will walk you through how one CEO used generative AI, workflow automation, and sales personalization to transform an entire security company—then built the Zero to Strategy framework that other mid-market leaders are now using to unlock 3.5x ROI. As a business executive, you’ll learn how to assess AI opportunities in your business, drive adoption across teams, and overcome internal resource constraints—without hiring a single data scientist.
Intercom, Inc.
MAY 18, 2018
There’s a key turning point for your hiring strategy in a rapidly scaling team or organization. The inflection point is when you go from only being comfortable hiring star candidates who pose very little risk to taking chances on candidates who don’t tick all the boxes but who have promise and potential. Making that transition smoothly is crucial for your longer-term growth.
Win the Customer
MAY 15, 2018
Abercrombie & Fitch is counting on direct-to-consumer (DTC) sales to counter the retail apocalypse, Columbus Business First reports. Despite closing 400 stores over the last few years and the prospect of 60 percent of its U.S. leases expiring over the next two years, the fashion brand saw a 4 percent increase in sales, largely thanks to direct-to-consumer sales.
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 16, 2018
Why do companies still try to cheat their customers? There have been a lot of articles recently exposing the behaviors of organisations who clearly haven’t adopted a customer first strategy. Companies who still think it’s OK to try to attract customers and entice them to purchase with less than honest promises and behaviour. . I know that this has always been the case in some businesses; trying to convince the customer that what you have to offer is exactly what they need – eve
Intercom, Inc.
MAY 17, 2018
Why does someone switch from one product to another? It’s rarely the first reason they’ll offer. You have to dig deeper to find out, and that’s where Jobs-to-be-Done comes in. Bob Moesta pioneered the Jobs-to-be-Done (JTBD) framework in the mid 90’s, alongside Harvard Business School Professor Clayton Christensen. In short, JTBD is a research process that helps uncover a customer’s motivation for buying your product – the “job” your product is“hired” to complete.
Taylor Reach Group
MAY 18, 2018
By Colin Taylor. In the daily operation of our Call and Contact Centers we throw around metrics and performance measures like they were candy. It has been said that Call Centers produce more data and more measurement opportunities than is possible in almost any other communications channel. But while we know what each of these acronyms stand for, our callers and customers may have a slightly different perspective based on their experience.
Callminer
MAY 17, 2018
A significant goal for your call center is how to improve first call resolution (FCR) rates and reduce call-backs from customers. First call resolution is arguably one of the most important key performance indicators (KPI’s) because it shows how effective your agents are during conversations with customers. It also measures how satisfied customers are with the service they received.
Speaker: Jason Cottrell and Gireesh Sahukar
Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.
Heart of the Customer
MAY 17, 2018
I just came back from hosting the CXPA’s Insight Exchange and talking all things customers. Of course, I tended to hang out in the customer journey mapping sessions. While the practice is maturing, there’s still a lot of room for improvement. In the spirit of sharing best practices, we at Heart of the Customer put […]. The post The Top 10 Reasons Customer Journey Mapping Fails appeared first on Heart of the Customer.
Intercom, Inc.
MAY 15, 2018
In a business climate where customer support is often considered a cost center, we’ve seen firsthand that investing in real-time support actually drives revenue and customer satisfaction. It does, however, come with its fair share of operational challenges. As discussed in our original post on this subject , we’ve seen that new customers were 30% more likely to start a trial on the back of a swift first response from our support team.
Fonolo
MAY 16, 2018
In any industry, sport, or even a good game of poker, success hinges upon a confluence of many factors: Skill, experience, and favorable timing all shape the path towards becoming a champion. Still, it’s easy to get distracted from the basics and take your eye off of the ball. Players in the customer service (CS) game know this better than most. While there’s a lot to sift through in an industry constantly turned on its head by new trends, management styles, and technologies, some basic things a
Customer Service Life
MAY 14, 2018
The phone is ringing off the hook today. You scan the queue – there are 20 calls waiting. You and the rest of the leadership team hop on calls to help. The chat queue isn’t any better. And, someone just blew up your company Twitter feed with a negative complaint. Those emails, full of questions needing to be answered, will have to wait. The customer you’re speaking to must have missed their cup of coffee today.
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Customer Bliss
MAY 16, 2018
Maintaining a “customer service mentality” in the marketplace has to first begin with leaders and the behaviors that they themselves exhibit. That gives the organization—throughout the organization—the ability to act and model that behavior. And this is not just limited to those on the front lines caring for customers in distress. In our lives, we remember the companies, the people and the times when we were honored…. as a friend, as a partner, as a customer.
Beyond Philosophy
MAY 18, 2018
How should I set the price for my product or service? Colin Shaw and Professor Ryan Hamilton discuss how customers separate money into different mental accounts based on many subjective criteria. What does this mean for your pricing policy? The post How Should You Set Your Price For Best Results? appeared first on.
CX Journey
MAY 16, 2018
Image courtesy of Pixabay Today I'm pleased to present a guest post by Jason Grills with ProProfs. Ever since 1994, Amazon has been spreading its impact and dictating trends in the e-commerce industry. If you’ve ever used its services, you’ve probably had the chance to directly witness one of the crucial reasons for its success. What makes Amazon a market leader with constantly-increasing revenue is the relationship that this company builds with every single customer.
Return Customer
MAY 16, 2018
A recent study by Accenture found that over 90 percent of companies today have some kind of customer loyalty programs in place. Yet, over 71% of customers surveyed by the researchers said that these programs do not really engender loyalty. One of the primary reasons for this wavering loyalty is that although investments in such programs have increased, businesses have not kept pace with understanding their customer’s responsiveness to these initiatives.
Speaker: Joe Wroblewski, Senior Sales Engineer
Is your tech stack working for you—or are you working for it ? 🤖 In today’s world of automation and AI, technology should simplify workflows—not add complexity. Seamless integration and interconnectivity are key to maximizing productivity, optimizing workflows, and improving collaboration. Join expert Joe Wroblewski for a practical and insightful session on how you can build a smarter, more connected tech stack that drives efficiency and long-term success!
Taylor Reach Group
MAY 15, 2018
By: Peg Ayers & Turaj Seryafiaan. Definition : The percentage of customer contacts resolved during (or as a result of) the first contact, requiring no additional contacts. This is a key metric not only for customer satisfaction and retention but also in determining the overall work-load and operating expenses. In many Contact Centers, 75% First Contact Resolution (FCR) is considered to be a good result.
DMG Consulting
MAY 15, 2018
Cloud Contact Center Solutions Continue Upward Trajectory. There’s plenty of cloud-based excitement, though proliferation, compliance, and security remain issues. 5/11/2018. By Donna Fluss. View this document on the publisher’s website. Last year could be seen as the breakthrough moment when cloud-based vendors began their takeover of the contact center infrastructure market.
UJET
MAY 17, 2018
In less than a week, we’ll be heading to the ICMI Contact Center Expo & Conference in Orlando, Florida! Make sure to stop by our Booth (#401) to learn how you can provide intuitive voice and chat support experiences to your customers across all their preferred connection points—over the phone, on your website, and right inside your mobile app.
Fonolo
MAY 17, 2018
It’s earnings time. We’ve been following publically-traded companies for whom cloud call center is a significant component of their business. Many released financial results in the past couple weeks, so let’s see what can be discerned about the near term future of the sector. This isn’t an exhaustive review, of course. To keep the blog post digestible, we are just focussing on companies with interesting news.
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.
PeopleMetrics
MAY 16, 2018
To comply with ISO 9001, thus do business in your industry, you are required to run an annual customer satisfaction survey. Many companies will conduct an annual survey just to “check the box” around ISO 9001 certification. Many ISO companies outsource this process and simply hire either a market research firm to conduct the survey or an expensive independent certification body to audit their conformity to the ISO standard.
DMG Consulting
MAY 14, 2018
Question: What are some best practices for at-home agents? Answer: Here is a list of several best practices for contact center operations that include home-based agents: Invest time in hiring qualified agents. Use a competency-based assessment tool as part of the hiring process to ensure candidates have the necessary skills and are highly motivated self-starters.
Kerry Bodine
MAY 14, 2018
Last week, my colleague Amelia and I joined nearly 400 other customer experience professionals at the annual CXPA Insight Exchange in New Orleans. It was an energizing (and, to be completely honest, exhausting) two days—but the work didn’t end for Amelia when the conference was over. The following day, she took the CXPA ’s exam to become a certified customer experience professional.
Fonolo
MAY 15, 2018
Everyone knows how important it is to monitor metrics, but do you know how to pick the right ones, and implement an effective strategy? The trick to successfully manage metrics is to specifically identify which data points are relevant to you, and to analyze what that data means to your organization. What makes this task so daunting for contact centers is the sheer number of metrics to choose from: Service Level, Customer Satisfaction Score, Abandon Rate, First Call Resolution, Average Speed to
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.
SugarCRM
MAY 17, 2018
Welcome to the third post in our success with CRM series. In this post, we’ll examine the tendency to focus on too many advanced features, and why that can limit the effectiveness of your CRM deployment. At the start of an evaluation cycle, organizations are typically sure of what they need and want from their CRM. Said simply, a tool to help them build better business relationships.
Customer Bliss
MAY 16, 2018
“The experiences start from the beginning; the customer has to start feeling that empathy from the beginning when they are prospects,” says Francis Cordón , the first Chief Customer Officer at Rigor. Like our previous guest, Patricia Pedhom Nono , Francis is a tech guy who made his way into customer service, taking on CX leadership in the company’s newly created role.
ClientSuccess
MAY 16, 2018
For those just joining our blog series CSM from the Trenches, welcome. This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help 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.
Waypoint Group
MAY 17, 2018
NPS can be quite controversial. I’ve come across many that feel NPS isn’t right, especially in B2B environments where there are multiple persona in any given account, many touchpoints, and generally characterized by relationships more than transactions. Candidly, we’re not big fans of the Net Promoter Score either, but companies are looking for KPIs to report top-line performance so NPS is often debated.
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