Callminer

SEPTEMBER 10, 2019

High quality Customer Listening programs always meet the same 5 standards. Failing to meet these standards often steers companies off course.

182

182

Intercom, Inc.

SEPTEMBER 11, 2019

A typical career path in Sales, particularly in SaaS companies usually begins in a Sales Development Representative (SDR) role, learning the fundamentals of the profession, before progressing into a closing role such as Account Executive and hopefully moving up the ladder. I recently wrote about the virtue of patience for SDRs and the unique challenges they face as they transition into closing roles, and the piece struck a chord.

Sales 33

Sales Outlook Start-ups 33

Beyond Philosophy

SEPTEMBER 10, 2019

Customer Satisfaction is Declining in the UK! A new report by the Institute of Customer Service indicates that Customer Satisfaction is declining in the UK. Earlier this year reports from both Nunwood and Forrester, two firms entrenched in the Customer Experience movement, presented similar sentiments. All of this disappointing news about the state of Customer Experience makes one wonder what is going on in business today?

Customer Satisfaction 163

Customer Satisfaction Gaming Customer Loyalty Customer Service 163

Heart of the Customer

SEPTEMBER 9, 2019

I’m partway through a European holiday with my wife, celebrating 25 years of marriage. Okay, actually 26, but that’s a different story. When a friend heard we were flying Ryan Air, she told me, “Uh oh. Pay attention to the experience you receive.” Interested, I did pay attention. And I realized that Ryan Air probably […]. The post Why Spirit Airlines’ and Ryan Air’s Customer Experience is Better than Yours appeared first on Heart of the Customer.

Customer Experience 119

Customer Experience CX 119

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.

AI

Callminer

SEPTEMBER 9, 2019

Here’s what you need to know about Net Promoter Score (NPS), how it works, and techniques, along with expert NPS best practices you should know.

NPS 182

NPS Net Promoter Score 182

SixteenVentures

SEPTEMBER 11, 2019

Companies struggling with growth are the ones that try to figure out how to spend as little as possible to acquire customers. The companies growing like crazy have figured out it’s not about how much you spend, but the efficiency of that spend. They know that if you can outspend your competition to get in front of prospective customers, you’ll win.

Customer Acquisition 88

Customer Acquisition Sales 88

Customers That Stick

SEPTEMBER 13, 2019

In this One Win Book Review, we take a look at How the Mighty Fall: And Why Some Companies Never Give In by Jim Collins. Check out the video below to hear Adam’s one win that you can take away from How the Mighty Fall to improve your organization’s customer experience and customer service. About How the Mighty Fall: And Why Some Companies Never Give In.

Customer Service 74

Customer Service Customer Experience 74

Totango

SEPTEMBER 10, 2019

To succeed as a subscription or recurring revenue enterprise, you need to adopt a customer-centered approach. Instead of focusing just on the acquisition of new business, you have to prioritize retaining and nurturing existing customers. This is because the digital transformation of business has greatly increased customer fluidity and lowered the revenue value of the first purchase.

Education 72

Education Customer Loyalty Customer Relationship Start-ups 72

Gainsight

SEPTEMBER 12, 2019

If you’re using these old school methods, your product instrumentation is suffering. Today’s product teams have easy access to tools that help them track every user action (or lack thereof). I’ve worked in the world of tech and SaaS products for over 18 years and let me tell you, it wasn’t always that way. Automated product instrumentation is game-changing.

Engineering 14

Engineering Gaming Start-ups 14

Beyond Philosophy

SEPTEMBER 13, 2019

I’ve got a hypothetical question for you. On a scale of one to ten, how likely is it I am a male model? . Now before you destroy my self-esteem with your answer, I have a follow-up question. How did you come to that determination? . The answer to that question is the subject of this post and a recent podcast , and it involves the Representative Heuristic.

Start-ups 130

Start-ups Government Sales Customer Experience 130

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.

Retail

SurveySensum

SEPTEMBER 12, 2019

There’s a reason why Jeff Bezos , CEO of Amazon considered brands as hosts and customers as invited guests. And, the reason is the customer-first mindset. Customer-first strategy is crucial to drive brand success in today’s competitive era. It’s 2019, customers are getting ample choices and you’ll have to make certain that why should they choose you over your competitors.

Net Promoter Score 67

Net Promoter Score Customer Experience CXM NPS 67

Totango

SEPTEMBER 12, 2019

If you want to make your business customer-centered , you’re going to need customer data. Without it, you can’t keep track of your customers’ needs, business goals, and challenges. When you gather and analyze customer data, you can uncover customer journey insights that will allow you to take action to deliver a more personalized customer experience.

Customer Relationship 70

Customer Relationship Education Customer Retention Customer Journey Map 70

Chip Bell

SEPTEMBER 10, 2019

The bank promises your account will be secure, the hospital pledges to be clean and the flight is guaranteed to land in the right city. They all care about customers, right? Or, are they caring about their core offering, not its recipient? When organizations promise “customer care” are the promises like ones you’d make to your daughter or grandson or one more like a city promises its citizens?

Hospitality 66

Hospitality Hospitality Customer Satisfaction Innovation 66

Beyond Philosophy

SEPTEMBER 13, 2019

Is Any Attention Good Attention? I like Oscar Wilde. His best quote is, “There is only one thing in life worse than being talked about, and that is not being talked about.” Of course, there are times when people are talking so bad, one might wonder if it is worse than being ignored. This episode of The Intuitive Customer explores if there are times when the bad press can be good news for your brand.

Customer Loyalty 121

Customer Loyalty Start-ups Customer Experience 121

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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.

Contact Center

Gainsight

SEPTEMBER 13, 2019

What is product-led growth, exactly? Travis Kaufman, VP of Product Growth at Gainsight, defines the buzzword and shares growth-boosting best practices. This Q&A is an excerpt from our webinar, Ask an Expert Q&A: How to Build Products That Drive Growth. You can listen to Travis and Gainsight’s VP of Product, Ciara Peter, share their expertise in full here.

Start-ups 65

Start-ups Sales Customer Acquisition Engineering 65

TeamSupport

SEPTEMBER 13, 2019

Great companies have always cared about their customers. When a customer pays for a service or offering, it’s up to the company to make sure what they paid for meets their needs. In the past, this may have meant a follow-up call or two, and then the company moved on. However, as the B2B customer experience evolved, a single phone call is no longer good enough.

B2B 63

B2B NPS Start-ups Customer Satisfaction 63

Fonolo

SEPTEMBER 10, 2019

You’ve probably already noticed: There is a major shift towards messaging in the customer service game. While call centers remain important, many brands are moving towards online conversations with customers over SMS, social media, and live chat. Need proof? Look no further than Shopify’s roll-out of Apple Business Chat to over 80,000 merchants.

Customer Service 62

Customer Service Social Media Gaming Customer Satisfaction 62

DMG Consulting

SEPTEMBER 12, 2019

Question: Is robotic process automation another name for workflow management software? Answer: Robotic process automation (RPA) and workflow management software applications are different – but complementary – solutions. Both applications are intended to help organizations streamline processes and optimize resources, including the use of automation.

Artificial Intelligence 59

Artificial Intelligence AI Technology Technology 59

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!

AI

Gainsight

SEPTEMBER 12, 2019

You know those moments in life where you feel like you reached the “next level” in your evolution as a human? I remember all of them vividly—moments like: The day my (now) wife agreed to go out with me. The day I got accepted to college. The day I got into Bill Simmons’ Mailbag. Perhaps not-exactly-at-the-same-level-but-close is the day an acquaintance said, “I can get you a Superhuman invite if you want one.”.

Start-ups 55

Start-ups Customer Service 55

Customer Bliss

SEPTEMBER 12, 2019

Earlier this year, Forrester released its report, The US Customer Experience Index, 2019. Forrester Chief Research Officer Carrie Johnson said , of these findings, “How an experience makes customers feel has a bigger influence on their brand loyalty than any other factor.” And yet, this report found that while 14% of brand scores rose, 5% of scores declined and an incredible 81% stagnated.

Engineering 54

Engineering Innovation Customer Feedback CX 54

Fonolo

SEPTEMBER 12, 2019

When you work in a call center, an unexpected spike in call volume can quickly become problematic. If these spikes are not handled properly, customer loyalty can be lost. While many call centers expect spikes during particular times of the year (for example, the holidays), there are some increases in volume that cannot be foreseen. Perhaps you’re a retail company and a piece of your clothing was recently featured on a celebrity and now everyone wants their hands on it.

Omnichannel 57

Omnichannel Retail Technology Technology 57

CSAT.AI

SEPTEMBER 10, 2019

A history of lies makes it hard to build a lasting relationship. That applies to businesses and customers , not just families and friends. How do you build an authentic customer relationship in a business climate known for manipulating customers? Authenticity and Transparency. You’re not doomed by the customer serv ice cy cle of lies , but you need to understand how to evolve your customer experience to build an authentic customer relationship.

Customer Relationship 52

Customer Relationship Customer Service Sentiment Analysis Touchpoint 52

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.

Actionable Insights

DMG Consulting

SEPTEMBER 12, 2019

Digital Transformation Initiatives for Contact Centers. In contact centers, digital transformation is often thought to mean converting from a multi-channel environment to omni-channel engagement, but it is so much more. While adding digital channels is a step in the right direction and a necessity for contact centers of all sizes, it is just the beginning of the process.

Contact Center 48

Contact Center Artificial Intelligence Predictive Analytics AI 48

Totango

SEPTEMBER 9, 2019

Totango Product Updates | September 9, 2019. Introducing Agenda, an enhanced experience for your team to manage their work and control their time. Portfolio managers are extremely knowledgeable about their customers and their work. In order for them to be successful, they should know the goals of their work, how their activities relate to the goals of the team as a whole, and the time frame in which they’re working on these initiatives. .

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48

CSM Practice

SEPTEMBER 10, 2019

Customer Success is key to customer satisfaction, account expansion, and advocacy. To drive these outcomes, many startup SaaS companies readily provide customer success related services for free, especially at an early stage when every customer counts the most. However, most find that as their customer base expands, providing free services for every single customer, becomes an unsustainable endeavor.

Education 45

Education Sales Customer Satisfaction Customer Experience 45

Confirmit

SEPTEMBER 12, 2019

I’m pleased to say that I have been selected as a judge for the UK Customer Experience Awards 2019 in the Use of Insight and Feedback category. I’ve been a judge at the awards a couple of times now, and it’s always a really interesting day. It provides a chance to hear inspiring presentations from some of the UK’s top companies, assess their entries and (hopefully!

CX 40

CX Sports Voice of the Customer Customer Experience 40

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.

B2C

Hodusoft

SEPTEMBER 9, 2019

Call centers operate on extremely competitive terms and have a tough task on their hands. On the one hand, they must satisfy their clients with exemplary services that enhance brand reputation and saves them costs. On the other hand, they are in touch with customers of their clients and keeping them satisfied is no less important. Operations of the contact center depend on the infrastructure in terms of space, the IT setup, communications setup, people and their expertise and, not the least, the

Contact Center 40

Contact Center CRM Technology Technology 40

Qualtrics

SEPTEMBER 10, 2019

At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. This is Paulina’s “Why Qualtrics” story. I strongly believe in the Qualtrics business model because the continual assessment of the four core experiences—customers, employees, products, and brands – is the only way to success for multinationals, and Small and Medium Enterprises in the global business climate we face today.

Education 35

Education Start-ups 35

SugarCRM

SEPTEMBER 12, 2019

What if your CRM could help you automate processes–such as on boarding new members of your credit union? Well, your members would have consistent experiences, staff would follow dependable processes, and you’d have tracking and reporting for those metrics. In this blog post, we flesh out an example of how SugarCRM, a flexible platform, can be used to onboard new members of your credit union.

CRM 24

CRM Education Start-ups Innovation 24

Confirmit

SEPTEMBER 11, 2019

For those of you that follow our events, you’ll know that we’ve had a bit of a rock star theme going on this year. The Confirmit team has hosted fantastic events in New York and London already – and now it’s Sydney’s turn to step into the spotlight. On 25 th September, we’ll be hosting our “ Journey to Insight Rock Stardom ” event at the Hyatt Regency, Sydney.

Hospitality 40

Hospitality Hospitality Voice of the Customer Innovation 40

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Customer Service