Callminer

FEBRUARY 10, 2021

Read this blog to understand the value of measuring and analyzing voice of the customer (VoC).

Voice of the Customer 271

Voice of the Customer VOC 271

Intercom, Inc.

FEBRUARY 9, 2021

It’s no secret that when it comes to support, customer expectations are higher than ever before – but how are support leaders and teams adapting to these increased demands? Our recent report showed that while 73% of support leaders say customer expectations are increasing, only 42% of them believe that they’re actually meeting those expectations. That’s a significant gap between expectations and reality – and one that it’s all too easy for your support team to fall into.

Customer Expectations 222

Customer Expectations Touchpoint Start-ups Customer Satisfaction 222

Beyond Philosophy

FEBRUARY 6, 2021

In job descriptions and resumes, there are new required skills for candidate’s resumes in Behavioral Science. These jobs might be the most important new jobs in business today. But why? Behavioral science and the scientists that use it will tell you that understanding the “why” of what customers do has become table stakes in some industries today.

Social Media 193

Social Media Finance Management Consulting Customer Experience 193

Fonolo

FEBRUARY 11, 2021

It’s easy to get complacent in the call center, taking customer queries one after the other. The Executive Guide to Improving Call Center Metrics. If this sounds familiar, it’s probably time to take a step back and look at the bigger picture. By revisiting your business’ goals and values, you can make a much-needed pivot to improve the impact your call center has on your company — and more importantly, your customers!

Start-ups 141

Start-ups CX Technology Technology 141

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

Myra Golden Media

FEBRUARY 8, 2021

Guide customers to the next step, or bring down the temperature in interactions, and slash talk time by explaining three things: Here’s what we know Here’s what we’ve done Here’s what’s next. Was This Helpful? I’m asking you because my newsletter offers ideas like this all the time. If you’re not yet subscribed, sign up here.

Customer Experience 121

Customer Experience 121

Intercom, Inc.

FEBRUARY 10, 2021

A lot has happened in the last 12 months. The world experienced exponential change and began navigating its way towards the “new normal,” and the way that companies support and engage their customers has rapidly evolved. Here at Intercom, we doubled down on building and shipping features across our conversational support and engagement solutions that would fundamentally shift how our customers communicate with their own.

Customer Satisfaction 104

Customer Satisfaction Customer Expectations Customer Experience 104

Steven Van Belleghem

FEBRUARY 9, 2021

Did you know that Nordstrom once refunded a customer for a tire while it didn’t even sell tires? One of the reasons that Nordstrom has been successful for almost 120 years is that the staff is trained to strive to get you a “yes” to anything you request. In 1975, a man returned to a store with four snow tires in the bed of his truck. He bought the tires at a tire shop several weeks before, and he needed to return them.

Customer Experience 104

Customer Experience Customer Feedback Sales 104

Totango

FEBRUARY 8, 2021

Totango, Inc., the largest and fastest-growing customer success platform, today announced that G2 has recognized the company as one of the Top 50 Best Software Companies for 2021. G2, the largest software marketplace and review platform, annually names its list of best software companies based on authentic, timely reviews from real users. “We are honored to be named to G2’s prestigious Top 50 Software list for 2021,” said Guy Nirpaz, CEO and Founder of Totango.

Start-ups 99

Start-ups Customer Experience 99

Astute

FEBRUARY 10, 2021

How do integrations help add context to your disparate data sources and help you better understand and boost CX? We take a look in this post. The post How Customer Data Integration Leads to CX Mastery appeared first on Astute.

CX 98

CX 98

ClientSuccess

FEBRUARY 8, 2021

As a successful, scaling customer success department, your team needs the right tools and resources to be successful. Over the past few years, customer success teams have migrated off sales-focused CRM and project management platforms to solutions that are custom built from the ground-up for customer success teams to better manage customer accounts.

NPS 98

NPS CRM Sales Technology 98

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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

FEBRUARY 7, 2021

Marketing to your chosen demographic is important, particularly for a growing business; choose the right target market and effectively market your product to those individuals, you’re on the path to success. It’s an essential component of the company business plan, but what is a B2B Buyer Persona, and why is it an important component of your company?

B2B 97

B2B Machine Learning Customer Satisfaction Customer Relationship 97

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers. In this guide, we’ll lay out a seven-step customer success strategy you can use to promote winning outcomes for your clients: Prioritize a culture of customer success.

Customer Retention 87

Customer Retention Customer Journey Map Net Promoter Score Scorecard 87

The DiJulius Group

FEBRUARY 10, 2021

5 Quick Tips to Help you Make Price Irrelevant 1. Customer Service Feature Story HUMANIZING OUR FUTURE “In the digital revolution, excellent human interaction skills become a premium advantage.” Technological innovations and the rise of artificial intelligence (AI) have caused tremendous dislocations in today’s workplace. But the best customer service companies recognize the competitive opportunity.

Artificial Intelligence 82

Artificial Intelligence Innovation AI Customer Service 82

The Contact Company

FEBRUARY 11, 2021

Customer service, and exceptional customer service at that, is no longer appreciated; it’s expected. As such, brands are needing to go that little bit farther to really ‘wow’ their customers. […]. The post Customer Service: How to Wow your Customer appeared first on The Contact Company.

Customer Service 69

Customer Service Customer Experience 69

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

TeamSupport

FEBRUARY 11, 2021

A playbook for delivering the ultimate customer service experiences. The customer experience is the new marketing. That’s what Micah Solomon, best-selling author, customer service industry consultant, and Forbes contributor, asked as he opened a recent webinar based on his new book , Ignore Your Customers (and They’ll Go Away): The Simple Playbook for Delivering the Ultimate Customer Service Experience.

B2B 85

B2B Retail Customer Service AI 85

Totango

FEBRUARY 12, 2021

What is customer churn ? The answer directly relates to your success at retaining customers and maintaining revenue levels. Read on to learn what you need to know about what customer churn is and how to calculate it. What Is Customer Churn? A Definition. Customer churn is the percentage of customers lost over a given time frame, typically a month. It is sometimes called customer attrition, customer turnover or customer defection.

Customer Retention 82

Customer Retention 82

Comm100

FEBRUARY 9, 2021

Live chat is everywhere. It’s the most popular digital customer service channel, and everyone knows the basics of what live chat is. But what many people don’t know is just how many ways it can be used for different goals, in different industries. From sales and lead generation, to engagement and loyalty, live chat is an incredibly flexible tool. To show you some of the ways live chat can be used, and how it can benefit both your customers and agents, here are our top 5 live chat examples to ins

Sales 60

Sales Social Media Manufacturing Customer Satisfaction 60

Hodusoft

FEBRUARY 6, 2021

Nowadays, businesses can support multiple channels of customer engagement which include web, voice, email, digital, and more. However, customers these days expect a more advanced customer experience within a single interaction. To meet their expectations, businesses use technologies that support multiple channels within a single interaction, which is known as the complete omnichannel customer experience.

Omnichannel 59

Omnichannel Customer Experience Social Media Customer Journey Map 59

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

Zendesk

FEBRUARY 12, 2021

When you think about the future of customer service and how it affects your organization, consider where exactly your support team fits into your business. With an effectively integrated CX department, the DNA of your business can pivot away from exclusively managing customer concerns and more towards benefiting the bottom line. Plus, as your approach to customer service matures, the complexity of your customers’ issues increases.

CRM 52

CRM Customer Service Gaming CX 52

Totango

FEBRUARY 11, 2021

Valentine’s Day is traditionally thought of as a holiday for couples to celebrate their love, but it’s also simply a special day to show appreciation to those who are important to you – including your customers! While you may not be able to hand-deliver any sweet treats to your customers this year, we can help you send a little digital token of appreciation to them this Valentine’s Day with three FREE email templates that can be customized and ready to send in less than 15 minutes.

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Comm100

FEBRUARY 8, 2021

Offering live chat on your website is a no-brainer if you want to provide accessible and fast support to your customers. It’s fast become the most popular digital channel for customers and agents alike whose experiences are both improved by it. But before you jump into choosing your live chat software , you need to decide if you want hosted or self-hosted live chat.

Social Media 52

Social Media Finance Healthcare Compliance 52

The Contact Company

FEBRUARY 11, 2021

Customer service, and exceptional customer service at that, is no longer appreciated; it’s expected. As such, brands are needing to go that little bit farther to really ‘wow’ their customers. Here are our top 5 customer service ideas to wow your customer… 1. Follow up One of the best ways to really wow your customer is to ensure that you follow up.

Customer Service 52

Customer Service Sales Customer Experience 52

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

Zendesk

FEBRUARY 10, 2021

In 2020, the office went virtual. Meetings moved from boardrooms to Zooms, watercooler conversations became Slack threads, and IT infrastructure disappeared into the cloud. Amid tightening tech budgets, companies shifted their spending from IT hardware to more cost-effective cloud services. Instead of paying for expensive on-premises data centers and servers, businesses were able to access the computer resources they needed through cloud service providers.

Engineering 52

Engineering Technology Technology CRM 52

Ameyo Callversations

FEBRUARY 9, 2021

2020 ended the debate whether call centers should move to the cloud. With its inherent flexible features, cloud call center software saw a significant adoption in 2020. Sales, service, and collection departments have moved to remote work environments, paving the way for adopting cloud call center software at length. What led to cloud solutions’ tremendous growth can be simplified into three segments: Scalability, Security, and Integration Capabilities.

E-commerce 52

E-commerce Compliance CRM Business Growth 52

Comm100

FEBRUARY 12, 2021

We understand just how difficult customer service and support can be. It’s one of the hardest and most thankless jobs around – all too often, a dull ‘thank you’ is their only reward. And 2020 only made it harder. Customer enquiries soared as panicked customers bombarded teams with questions, many of which had never even been asked before. Amidst all this, agents were also tackling the switch from an office to home working environment that posed a lot of challenges for almost everyone.

Social Media 52

Social Media Customer Service Retail Innovation 52

DMG Consulting

FEBRUARY 11, 2021

DMG Consulting Releases New Report on Contact Centers in a Post-Pandemic World: A Strategic and Tactical Guide to the Future. Accelerated change driving a technology revolution. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. What: Releases a New Report on Contact Centers in a Post-Pandemic World: A Strategic and Tactical Guide to the Future.

Contact Center 48

Contact Center Construction Innovation Technology 48

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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.

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Zendesk

FEBRUARY 11, 2021

How did your life change during lockdown? Whether you spent it muting and unmuting yourself in meetings on Zoom, or logging your kids into online classrooms, it comes as no surprise that digital interactions have surged to an all-time high according to Zendesk’s Customer Experience Trends 2021 report. Regardless of whether or not companies were ready, the pandemic accelerated the digital technology adoption timeline from five years to three months.

CX 52

CX Omnichannel Technology Technology 52

Taylor Reach Group

FEBRUARY 6, 2021

A church denomination with worship and education centers around the world has called on The Taylor Reach Group to assess its contact center operations. Award-winning global contact center consultants and Customer Experience experts, The Taylor Reach Group, Inc. (TRG) have been enlisted to help the faith community assess its customer experience operations.

Contact Center 48

Contact Center Education Technology Technology 48

Qualtrics

FEBRUARY 12, 2021

We fiercely believe every voice matters – always, not just for one month. But Black History Month is an opportunity to recognize the people who’ve had an especially powerful impact, activating change and shaping today’s experiences. As part of Black History Month, we’re celebrating Black voices who have shaped our world and improved the lives of countless people.

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SugarCRM

FEBRUARY 9, 2021

If you’re not paying attention to customer experience, you may be ignoring a mission-critical factor for your organization. Find out why customer experience is so important, and get some tips for attending to it in your business. A Better Experience Equals a Higher Price Point. Whether it’s premium service or luxe products, many consumers are willing (if not eager) to pay extra for a better experience.

Customer Experience 49

Customer Experience CRM Customer Loyalty Hospitality 49

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