Intercom, Inc.

OCTOBER 18, 2021

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

E-commerce 269

E-commerce Start-ups Finance Customer Acquisition 269

The Belding Group

OCTOBER 18, 2021

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.

Education 263

Education 263

Adrian Swinscoe

OCTOBER 22, 2021

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.

Customer Service 246

Customer Service 246

Futurelab

OCTOBER 17, 2021

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.

Customer Experience 246

Customer Experience 246

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

Callminer

OCTOBER 21, 2021

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.

Omnichannel 182

Omnichannel Customer Service 182

Fonolo

OCTOBER 21, 2021

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.

Contact Center 177

Contact Center Customer Service CX Start-ups 177

Inside Customer Service

OCTOBER 21, 2021

"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.

Customer Service 157

Customer Service Gaming Start-ups Customer Experience 157

Callminer

OCTOBER 19, 2021

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.

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182

The Belding Group

OCTOBER 20, 2021

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.

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147

Customer Think

OCTOBER 19, 2021

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 […].

Customer Experience 144

Customer Experience CX Contact Center Customer Loyalty 144

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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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Help Scout

OCTOBER 19, 2021

To get the most out of your customer service team, they need access to the right support tools and resources. Here are 27 to consider.

Customer Service 140

Customer Service 140

Shep Hyken

OCTOBER 20, 2021

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.

Technology 135

Technology Technology Start-ups Customer Service 135

The Belding Group

OCTOBER 19, 2021

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.

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130

Customer Think

OCTOBER 18, 2021

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. […].

Sentiment Analysis 132

Sentiment Analysis Manufacturing 132

Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali

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

Futurelab

OCTOBER 18, 2021

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.

Customer Experience Management 130

Customer Experience Management Customer Experience 130

Shep Hyken

OCTOBER 22, 2021

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.?

Business Management 131

Business Management Invoicing Customer Experience Finance 131

Experience Investigators

OCTOBER 19, 2021

“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.

Invoicing 125

Invoicing B2C B2B Start-ups 125

Customer Think

OCTOBER 19, 2021

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 […].

AI 130

AI Customer Experience Customer Loyalty 130

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

Futurelab

OCTOBER 18, 2021

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.

CX 130

CX Customer Experience 130

Help Scout

OCTOBER 20, 2021

Some customer questions are difficult, but that additional effort goes unnoticed outside the team. What if those costs were shared on a menu?

Customer Service 124

Customer Service 124

Hodusoft

OCTOBER 22, 2021

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.

Social Media 122

Social Media Outlook Customer Satisfaction Contact Center 122

Customer Think

OCTOBER 20, 2021

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.

B2B 126

B2B 126

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

Myra Golden Media

OCTOBER 20, 2021

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.

Customer Experience 118

Customer Experience 118

Help Scout

OCTOBER 21, 2021

Learn about 15 types of customer communication tools you can use to engage your audience and make the most of your customer relationships.

Customer Relationship 124

Customer Relationship 124

PeopleMetrics

OCTOBER 19, 2021

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

CEM 118

CEM VOC Customer Feedback Voice of the Customer 118

Customer Think

OCTOBER 20, 2021

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 […].

Technology 119

Technology Technology Innovation Customer Loyalty 119

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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

The DiJulius Group

OCTOBER 18, 2021

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.

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113

Conversation Agent

OCTOBER 22, 2021

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.

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106

Aquire

OCTOBER 22, 2021

Does your business have a conversion rate goal that you’re struggling to reach? Are you unsure of the best next step to optimize your website for conversion? No matter which scenario you face, we’ll show you how to calculate conversion rates, compare your company’s numbers to the competition, and how to boost conversions the smart way. Let’s get started.

Net Promoter Score 102

Net Promoter Score Social Media Start-ups Sales 102

Customer Think

OCTOBER 21, 2021

The popularity of mobile apps is booming among service providers and businesses. Not a single industry is left where the mobile applications are yet to establish their fundamental value. The number of smartphone users is increasing at a rapid pace and is expected to grow further shortly. The benefits of having a mobile app for […].

Technology 119

Technology Technology 119

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