Callminer

DECEMBER 7, 2020

Read this blog to learn what can go wrong with self-service systems and how these issues can hinder the customer experience.

Customer Experience 345

Customer Experience 345

Intercom, Inc.

DECEMBER 10, 2020

Few are better placed to explain the concept of customer success than Nick Mehta. As CEO of Gainsight , he has done more than most to popularize the category in the B2B SaaS world, and these efforts recently culminated in the company being acquired by Vista Equity Partners for $1.1 billion. Nick’s belief that business is personal underpins his outlook, and he takes a “human-first” approach in his role.

B2B 223

B2B Outlook Sales Touchpoint 223

Beyond Philosophy

DECEMBER 11, 2020

When I was in corporate life, my boss asked me to improve the Customer Experience and do it for the least cost. I remember thinking, “Ok. Sure, but….what is a Customer Experience?” Nobody knew back then. I defined it for myself as the mix of rational and emotional parts of an interaction with a customer, which later became my first book, Building Great Customer Experiences (Palgrave Macmillan, 2002).

Net Promoter Score 174

Net Promoter Score Pharmaceutical Customer Journey Map Start-ups 174

Fonolo

DECEMBER 10, 2020

2020 was the year that companies finally realized that nobody escapes a call surge. At first, we thought it would be unfair to measure companies in a crisis with the same yardstick we use in less ‘unprecedented’ times. But then again, life isn’t fair. And it isn’t fair to keep your customers waiting on hold endlessly — especially during a crisis.

Government 162

Government Retail Customer Service Customer Experience 162

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

The DiJulius Group

DECEMBER 9, 2020

Before I share how to make 2021 your greatest year ever, let me first ask two questions: #1 What do Uber, Airbnb, Warby Parker, Venmo, & Square all have in common? All of these revolutionary companies started during the great recession between ’07-’09. #2 Why do so many companies and industries get. Read Full Article. The post How to Make 2021 Your Greatest Year by Weaponizing Adversity appeared first on The DiJulius Group.

Customer Service 128

Customer Service Customer Experience 128

Intercom, Inc.

DECEMBER 8, 2020

Modern customers expect quick, personal, and effective service. To provide this, you must understand how your customer experience stacks up against these expectations. This is where metrics can be invaluable, giving clarity on performance, and circumventing potential issues. But with so much data to consider, how can you define the help desk metrics that matter for your team?

Customer Satisfaction 211

Customer Satisfaction Customer Expectations Machine Learning Start-ups 211

Fonolo

DECEMBER 8, 2020

AI has been making a relentless assault on the contact center for several years. But it wasn’t until 2020 that its true role became clear. And — it’s not quite what you’d expect. Read All the Contact Center Trends Here: Contact Center Trends 2021. Contact Center Execs Had Been ‘Back-Burnering’ Upgrades. Artificial intelligence has been around for a while now, but many contact centers have yet to integrate it.

Contact Center 154

Contact Center AI Artificial Intelligence Omnichannel 154

Myra Golden Media

DECEMBER 8, 2020

In my De-escalation Academy today, I taught how to politely yet firmly say ‘no’ to a customer. I call the method “U S A.” I’m sharing with you the very teaching from today’s workshop. Try out U S A and let me know how it works for you. For more ideas like this, check out De-escalation Academy. Practice the U S A Method.

Customer Experience 127

Customer Experience 127

Intercom, Inc.

DECEMBER 9, 2020

When we think of corporate leadership, we instantly picture CEOs and executive teams, but the role played by boards is often glossed over and underappreciated. Last week, our CEO Karen Peacock joined a panel at the Fortune Brainstorm Tech Virtual conference to discuss how boards are responding to the current moment, from the perspective not just of managing Intercom, but also from insights gleaned as a member of the board of Dropbox.

Start-ups 129

Start-ups Customer Relationship Technology Technology 129

Experience Investigators

DECEMBER 8, 2020

Within the natural cycles of any business, there are times that offer a chance to review, reflect and recharge. Some of the most common moments include: The end of the calendar year. The end of your fiscal year. As you wrap one quarter and prepare for the next. Before budgeting season. Any time changes demand you assess and adjust your goals, strategy, and tactics.

Customer Experience 119

Customer Experience Net Promoter Score Close the Loop CX 119

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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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Steven Van Belleghem

DECEMBER 9, 2020

Foodmaker. Like a lot of restaurants, the pandemic had a devastating effect on Lieven Vanlommel’s healthy fastfood restaurant Foodmaker. The number of sold meals dropped from 100.000 to 10.000 and at the very beginning, they were looking at a loss of 1 million euros per week. But they turned the tide around with their brand new Vedge-bags concept: healthy mealboxes in several types and sizes that can be ordered online and delivered at home.

Customer Experience 98

Customer Experience Sports Start-ups B2C 98

TeamSupport

DECEMBER 9, 2020

In Part 1 of this series, we introduced ways that customer support can identify sales opportunities using ticket automation triggers in your TeamSupport B2B customer support solution. Ticket automation triggers allow you to set up multiple search parameters, identify certain keywords, and automatically take action, or multiple actions on a ticket, including sending alerts to specific team members when appropriate.

B2B 98

B2B NPS Sales Customer Relationship 98

Zendesk

DECEMBER 8, 2020

As the months of remote work add up, it’s becoming increasingly difficult to partake in the virtual coffee dates and happy hours we relied on in the early days of the pandemic. Zoom fatigue is setting in, and it often feels better to simply opt out of the activities that aren’t required. Of course, we all need to make choices about how we spend our energy right now.

Entertainment 98

Entertainment 98

Zonka Feedback

DECEMBER 10, 2020

We've built Zonka Feedback to be one the easiest Customer Feedback Software and Survey App for companies to adopt in their business. We, at Zonka Feedback, are committed towards our customers and strive to always give them the best value. This fact has been well-recognized by the popular and independent online platform Software Suggest.

Customer Feedback 96

Customer Feedback 96

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.

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Steven Van Belleghem

DECEMBER 6, 2020

E(verywhere)-Commerce. A long time ago, we had to ‘go to a place’ to shop. When the internet kicked in, we were able to shop from the comfort of our own home, and later even on our mobile phones outside of our houses. But we still had to ‘go’ to a place, albeit virtual. Increasingly, we are moving into an era where everything is commerce and we will be shopping from our streaming channels, videos, social media and messaging and even from billboards in the street.

E-commerce 98

E-commerce Customer Experience Social Media Entertainment 98

TeamSupport

DECEMBER 7, 2020

Here at TeamSupport we talk a lot about tools you can use to gauge customer sentiment and measure the overall health of the relationship you have with each of your customers. Why is this important? Because of the high-value nature of B2B (business-to-business) customers, missing the signs that one may be unhappy or at risk of leaving can prove costly.

B2B 98

B2B Sales 98

Zendesk

DECEMBER 7, 2020

Here’s an eye-opening fact: the beauty-products industry is worth more than $500 billion a year. That’s on par with the global sports industry, the entire German construction market, and is roughly three times the value of the video game industry. From mascara to masks, eyeshadow to eyeliner, the average person spends thousands of dollars per year on a beauty regimen.

Customer Experience 98

Customer Experience Omnichannel Sports Construction 98

Totango

DECEMBER 8, 2020

Customer Success team accountability isn’t something you just worry about figuring out later once your CS team is up and running. As a manager, when your organizational best practices and your customer’s goals align with your employee’s actions and responsibilities, you have the perfect conditions for growth. . In order to nurture this growth, customer success teams must have improved visibility to monitor progress and review customer insights.

Touchpoint 96

Touchpoint Start-ups Customer Experience 96

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.

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Kate Nasser

DECEMBER 6, 2020

Listen to the customer voice if you want your business to thrive. Customer experience insights from Kate Nasser, The People Skills Coach™ | #CX #Leadership. The post Customer Voice Speaks the True Customer Experience | #CX #Leadership appeared first on KateNasser.com.

CX 78

CX Customer Experience Contact Center Retail 78

Lumoa

DECEMBER 9, 2020

As every customer experience professional knows, surveys represent an invaluable tool for improving the customer experience , by understanding the strong and weak points about your business, and ultimately boosting revenues. Questions posed in surveys tend to take a range of different forms, with the most popular being multiple choice questions. However, although widely used, multiple choice questions alone are not always able to produce the helpful data you need to make smart business deci

NPS 78

NPS Construction Start-ups Customer Feedback 78

Beyond Philosophy

DECEMBER 5, 2020

The Five Rules for Measuring and Managing Customer Emotions. A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. Ignoring emotion in your Customer Experience strategy is a big mistake and one you can’t afford to make.

Management Consulting 78

Management Consulting Customer Retention Customer Loyalty Start-ups 78

UJET

DECEMBER 10, 2020

Elite athletes, like teammates in any field, require a rock-star teammate in order to reach their full potential. Michael Jordan had Scottie Pippen. Peyton Manning had Marvin Harrison. Babe Ruth had Lou Gehrig—the list goes on. Contact centers have more in common with sports teams than you might think. And there’s a very simple way to unlock each of your customer service agent’s full potential—give them a rock-star number two player.

ML 72

ML Customer Service AI Sports 72

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

Kate Nasser

DECEMBER 6, 2020

Listen to the customer voice if you want your business to thrive. Customer experience insights from Kate Nasser, The People Skills Coach™ | #CX #Leadership. The post Customer Voice Speaks the True Customer Experience | #CX #Leadership appeared first on KateNasser.com.

CX 75

CX Customer Experience Contact Center Retail 75

Totango

DECEMBER 10, 2020

Now, perhaps more than ever before, retaining customer loyalty is the key to maintaining a thriving business. In today’s web-based business world, clients are able to view other product choices with astonishing ease, while competitors are constantly prowling for new customers with high profile marketing campaigns. Compounding both of these factors are the economic effects of COVID-19, which have caused a significant number of companies to reduce their budgets over the course of the year.

Scorecard 72

Scorecard Customer Loyalty Sales Customer Journey Map 72

Myra Golden Media

DECEMBER 9, 2020

I pulled out my Afro pick and fluffed out my curls to teach psychological priming in De-escalation Academy! My students learned how to nudge customers to accept their word as final with psychological word choice! Get your team enrolled in the next De-escalation Academy!

Customer Experience 71

Customer Experience 71

UJET

DECEMBER 10, 2020

Elite athletes, like teammates in any field, require a rock-star teammate in order to reach their full potential. Michael Jordan had Scottie Pippen. Peyton Manning had Marvin Harrison. Babe Ruth had Lou Gehrig—the list goes on. Contact centers have more in common with sports teams than you might think. And there’s a very simple way to unlock each of your customer service agent’s full potential—give them a rock-star number two player.

ML 72

ML Customer Service AI Sports 72

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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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ClientSuccess

DECEMBER 7, 2020

Over the last few months, customer success teams – and the unique relationships they have with customer contacts – have been thrust into the spotlight of the SaaS world. CSMs have been hard at work managing their customer accounts throughout the tumultuous months 2020 and, in many cases, keeping their organizations afloat until new sales can catch back up.

Customer Relationship Management 65

Customer Relationship Management NPS CRM Start-ups 65

Zonka Feedback

DECEMBER 8, 2020

The best time to ask an NPS Question is sometime after a transaction, a purchase, a delivery or a meaningful interaction. When the customers' experience is fresh, they are in a better position to share the exact emotions and perceptions with a high accuracy of the responses. The success of any survey depends on the response rate of that survey. And when it comes to Net Promoter Score survey, the response rate means everything!

NPS 64

NPS Net Promoter Score Customer Experience 64

DMG Consulting

DECEMBER 7, 2020

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. 12/2/2020. Red-hot sector seeing rapid growth, driven by companies’ pandemic-related needs. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report.

Contact Center 62

Contact Center Text Analytics Technology Technology 62

Qualtrics

DECEMBER 8, 2020

Get started today with our simple guide to measuring brand equity What is brand equity and why does it matter? It’s well-known that customers will tend to buy a product they recognize and trust. The concept of brand equity takes advantage of this customer behavioral tendency to maximize profitable sales over time. Brand equity is the added value a company has when they have a strong and positive brand name and public perception.

Net Promoter Score 59

Net Promoter Score Social Media Sales Start-ups 59

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