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The SaaS industry is full of advice on the perfect product metrics to gauge your users’ activation, engagement, and interactions. But how do these concepts translate into real product improvements? If you don’t know exactly what questions you want answered, these product metrics leave you blinded by the very data you hoped would open your eyes. So how do you go from simply plugging your numbers into cookie cutter formulas to answering key questions about your product and business, and providing
A positive attitude is something that everyone is capable of. It doesn't require a specific education or skill set; and it's not dependent on how much money you make, how good looking you are or what you do for a living. Attitude is, quite simply, a decision one makes. Shaun Belding | www.shaunbelding.com.
Vasco Pedro, CEO and Founder of Unbabel, recently told me a story when I spoke to him on my podcast about his experience with British Airways’ […]. The post Combating language discrimination in customer service first appeared on Adrian Swinscoe.
A couple months ago, I wrote about the difference between consensus and alignment and why that’s important to know. Back then I wrote: Tags: Annette Franz (Gleneicki) alignment customer experience culture leadership Facebook Like. Linkedin Share Button. Tweet Widget.
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.
Uniphore completes the acquisition of Jacada and rolls out a powerful platform that will transform the Customer Experience Market. PALO ALTO, Calif. , Oct. 2 1 , 2021 [12 AM PST, 3 AM EST ] – Uniphore announced today that it has completed its acquisition of Jacada and is unveiling the industry’s most compre he nsive p latform that will further enable enterprises to transform customer experiences.
Getting omnichannel customer service right involves balancing myriad moving parts. This blog shares what makes omnichannel customer service important and how you can master it.
Today’s interview is with Alan Williams, who is the Founder & MD, SERVICEBRAND GLOBAL, and helps service sector organisations to deliver significantly better business performance and […]. The post Customer purchasing decisions are increasingly being driven by their values – Interview with Alan Williams #WorldValuesDay first appeared on Adrian Swinscoe.
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Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Today’s interview is with Alan Williams, who is the Founder & MD, SERVICEBRAND GLOBAL, and helps service sector organisations to deliver significantly better business performance and […]. The post Customer purchasing decisions are increasingly being driven by their values – Interview with Alan Williams #WorldValuesDay first appeared on Adrian Swinscoe.
Emotional intelligence has always been a hot topic in the customer service world. As contact centers across the world continue to recover and adapt from the aftershock of the COVID-19 pandemic, it’s become clear that empathy isn’t just a trend customer support teams need to embrace – it needs to be part of your operational foundations.
"Be more managerial, or you're fired!" The director issued this ultimatum to his two managers. There had been some customer service issues within the department. The director wanted to see change, now. The managers stared at their boss in disbelief. I stared, too. The director had brought me in to meet with his leadership team and help create a strategy to improve the service culture.
Call center analytics software is an important tool in optimizing, growing and making your call center more efficient. Learn what's needed to discover and acquire the best solutions on the market.
If you ever find yourself doubting that you can make a difference at work, I have three stories that illustrate how easy it really is. Shaun Belding | www.shaunbelding.com.
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.
Photo by Pixabay, CC0 1.0 Customer Experience (CX) is becoming a significant concern for most business owners. In recent years we have seen many small and large companies investing a fortune to improve customer experience and stay ahead of the competition. Whether it’s for keeping the customer data safe by opting for IT security risk […].
Many years ago, my daughter and I were in our basement, and she found an old typewriter. She looked at it with amazement and asked, “Dad, what’s this?” I explained it was what we used before computers and keyboards were invented. We would type letters and thank-you notes on a piece of paper, without spell-check. She asked if she could play with it. It kept her busy for days.
It's a valuable exercise to occasionally turn our focus a little more inward. The truth is, many of the challenges we have with other people can have origins right in our own little brains. Here are five questions you should ask yourself from time to time: Shaun Belding | www.shaunbelding.com.
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.
What is Sentiment Analysis? Sentiment analysis can be defined as analyzing the positive or negative sentiment of the customer in text. The contextual analysis of identifying information helps businesses understand their customers’ social sentiment by monitoring online conversations. Application of Sentiment Analysis 1. Brand Monitoring A brand is not defined by the product it manufactures. […].
I’ve written about change and change management several times over the years , especially last year. After all, customer experience management really is (all about) change management. Change is hard. Well, it can be. But it’s especially hard when not everyone sees or agrees with your change vision. Tags: Annette Franz (Gleneicki) alignment change change management leadership Facebook Like.
Grey Idol is the marketing director at altLine by the Southern Bank, a trusted provider of invoice factoring and accounts receivable financing. He shares six ways companies and their brands can deliver an exceptional customer experience. Companies and their brands are no longer built through advertising but through experiences, and these experiences are customer-driven.?
In the new reality, most businesses are realizing they have to offer hybrid, flexible, work-from-home (WFH) models to their employees. Studies show that 60% of women and 52% of men say they would quit if they couldn’t work remotely at least part of the time. While 80% of women and 69% of men say remote. Read Full Article. The post How to Create Virtual Energy Thru Weekly Team Rallies appeared first on The DiJulius Group.
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
To understand how organizations can harness the power of AI to drive customer experience and loyalty, it’s important to acknowledge the #1 business trend that’s currently disrupting the nature of customer experience and loyalty as we’ve known them: digital transformation. With brands investing in new digital channels as a result of the COVID-19 pandemic, increasingly […].
The following is a modified excerpt from my book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business) , available now on Amazon in paperback and Kindle formats. Tags: Annette Franz (Gleneicki) change change management change fatigue customer experience Facebook Like. Linkedin Share Button.
“Success is the sum of small efforts, repeated day in and day out.”. – Robert Collier. What are Micromoments? In any customer journey, there are countless small efforts. These include efforts from the company serving the customer and effort from the customer themself. . After all, the customer journey is really the journey of a relationship. The customer might be buying a product, but they’re also engaging with the brand in a thousand small ways.
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.
This post will conclude my discussion of several B2B-specific findings from the August 2021 edition of The CMO Survey. In my earlier posts, I reviewed what the survey revealed about the state of marketing spending and the progress B2B companies have.
Top 10 Tips to Improve the Productivity of Your Call Center Agents. Call centers are typically considered cost centers, evaluated primarily based on the results they produce. Particularly, the metric- cost per contact. Due to its highly competitive nature, it is one of the toughest, and demanding industries. Therefore, maintaining improve call center productivity, agent productivity can be a difficult task for managers.
People in my workshops ask, “What do I say when a customer threatens suicide?” Customers in distress are stressful for customer support teams. When customers threaten self-harm or harm to others, they’ve taken the interaction outside the boundary of sincere conversation. Understand this. You’re not trained to handle people in crisis.
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
Any damn fool can make something complex; it takes a genius to make something simple. —Pete Seeger As a happy byproduct of the global pandemic my wife and I now see each other during the normal workweek. As such, we started a rather mundane tradition of watching one show in the evening together: the Nightly […].
The world has changed, and the way people communicate has changed along with it. With texting & video chat being more popular than ever, it’s imperative that your customer feedback program keeps up to date on the way your customers want to speak with you. In this PeopleMetrics LIVE! session, our customer experience experts dive into these two methods, SMS & video feedback , to show you how modern companies are using them to get not only more feedback but richer feedback that drives resul
777 Third Avenue. David Leddick was Revlon's Worldwide Creative Director in 1966. Steven Pressfield's boss at Grey Advertising. David helped the author of The Legend of Bagger Vance get a junior copywriter job. “I can't hire you here. If I did, you would always be remembered as the young man who used to carry copy from one office to another. Go elsewhere, make a name, then come back, if you dare.
These disrespectful behaviors ruin leadership, teamwork, customer experience! Kate Nasser, The People Skills Coach™, Author, Leading Morale. The post Disrespectful Behaviors That Ruin Leadership, Teamwork & Customer Experience appeared first on KateNasser.com.
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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