Adrian Swinscoe
SEPTEMBER 24, 2021
This is a guest post from Ross Daniels, Chief Marketing Officer at Calabrio. In our last two blogs, we introduced the concept of adding simplicity to […]. The post Contact centres simplified: 3 ways to turn theory into practice first appeared on Adrian Swinscoe.
Callminer
SEPTEMBER 19, 2021
Gaining an understanding of the omnichannel customer journey can make it easier to harmonize your marketing and customer service efforts across channels. Read this blog to learn more.
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Intercom, Inc.
SEPTEMBER 22, 2021
If you can make something feel easier to do, people will be more likely to do it. That’s the simple thinking behind the latest update to our Messenger, released today. We’ve redesigned the Messenger with an embedded help center experience to help you deliver the best self-serve support – now, your help content is fully searchable and browsable right in the Messenger, so support is always at your customers’ fingertips.
Inside Customer Service
SEPTEMBER 23, 2021
Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. You don't need to be convinced that customer loyalty is important. If you're reading this, you know that already. The real challenge is achieving it.
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
Adrian Swinscoe
SEPTEMBER 20, 2021
When brainstorming ideas and strategies to boost the length and value of their customer relationships, many firms come up with lots of fancy and expensive ideas […]. The post Marginal cost but high perceived value first appeared on Adrian Swinscoe.
Callminer
SEPTEMBER 21, 2021
Keeping customers satisfied is more important to business success than ever before. Read this blog for 25 tips to increase customer satisfaction.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Customer Think
SEPTEMBER 21, 2021
Anyone who has traveled to a different country and didn’t speak the language knows the feelings of frustration and anxiety that come with that experience. Even fluent speakers who are experts in their fields can face bias if they have an accent. Somehow, as a society, we’ve correlated language skills with intelligence, when that’s far […].
Steven Van Belleghem
SEPTEMBER 22, 2021
The rational way. I think that most people would instinctively gravitate towards the rational way: they assemble an Excel sheet with quantitative data to explain that if management invests in X and Y, the churn rate will decrease by X percent. I have to admit that I’m not a huge fan of that approach. All too often, senior leaders are exposed to customers through PowerPoint presentations with statistical data, like “only 65% of our customers are happy”.
Experience Investigators
SEPTEMBER 21, 2021
This article is sponsored by PayPal. ne·glect /n???lekt/. verb: fail to care for properly. noun: the state or fact of being uncared for. from Oxford Languages. Neglect can feel like a harsh word. It’s easy to think that if we’re neglectful toward our customers, it must be through some negative action. But the most common type of customer neglect we see is simply the lack of attention paid to putting the customer first.
Shep Hyken
SEPTEMBER 24, 2021
This week we feature an article by Noa Danon, co-founder and CEO of EverAfter, a company that helps build lasting relationships with customers and partners using data and content. She writes about how companies can keep their customers happy while looking for opportunities to sell more. SaaS has changed the traditional sales rules. With SaaS, purchases are mainly cloud-based with major demand.
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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.
Customer Think
SEPTEMBER 23, 2021
We are seeing an increasing willingness of consumers, but also B2B buyers, to interact with companies using chats or even voice interfaces. This can be attributed to the simple fact that words, written or spoken, are the method of communication that is most natural for humans. At the end of the day, we speak far […].
Steven Van Belleghem
SEPTEMBER 19, 2021
Reinvent a commodity. During my keynotes, I often get the question “Where should we focus on if we work in a commodity business?”. I always confront them with questions of my own, when they do: “Is there really such a thing as a commodity business? Isn’t that just something that happens when we allow ourselves to become boring and by not being unique?”.
Doing CX Right
SEPTEMBER 20, 2021
Businesses need to take extra care of high-value customers, or they'll go to a competitor Read & apply customer appreciation best practices. The post Not All Customers Are Created Equal appeared first on Doing CX Right.
Uniphore
SEPTEMBER 22, 2021
Interaction analytics takes unstructured data from customer interactions across multiple channels and harnesses it to let you understand the true voice of the customer. AI-powered interaction analytics gives you real-time insights to guide your agents and optimize the conversation as well as post-interaction analytics to inform customer experience decisions and strategies, automate and improve compliance and quality control, and improve agent performance.
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.
Customer Think
SEPTEMBER 22, 2021
Source: Pixabay Have you ever wondered what is the key to successfully turning business pitches into sales? Many businesses struggle with lesser sales despite putting in a lot of effort into getting in touch with people. One of the main reasons is that we fail to sell to the right people. If someone is not […].
Adrian Swinscoe
SEPTEMBER 22, 2021
Today’s interview is with Shep Hyken, who is the Chief Amazement Officer of Shepard Presentations and a New York Times and Wall Street Journal bestselling author. […]. The post The metric that is more important than NPS and CSAT – Interview with Shep Hyken first appeared on Adrian Swinscoe.
Help Scout
SEPTEMBER 24, 2021
Since there are multiple, distinct steps in the customer journey , some companies choose to separate these steps and have them managed by separate roles: The sales team handles pre-sales. A customer onboarding specialist manages onboarding. A customer success specialist owns lifecycle management. If your company is splitting responsibilities in a similar way, this post will teach you how to write a customer onboarding specialist job description that attracts the most qualified candidates and get
Totango
SEPTEMBER 23, 2021
What is CSAT , what is it good for and how do you track it and use it? In this post, we’ll focus on this important customer satisfaction metric. We’ll define what it is and how it contrasts with another popular key performance indicator, NPS. We’ll consider the benefits of tracking CSAT and how it can help your business. We’ll discuss how to measure CSAT within the context of your customer lifecycle.
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.
Customer Think
SEPTEMBER 24, 2021
If you want to make sure that your senior leadership is more into customers and understands the importance of investment in that aspect, take them on a customer safari.
Fonolo
SEPTEMBER 23, 2021
Customers nowadays fear the dreaded hold mantra of “Thank you for holding, your call is important to us, please continue to hold…”. Virtual hold technology has resolved this dreaded game of cat and mouse. Also commonly referred to as call-back technology, this tool frees customers from having to wait on hold by allowing them to request a call from a live agent at a later time.
Help Scout
SEPTEMBER 21, 2021
The first named customer success group was created in 1996. While the original driver for the role was to grow relationships and increase revenue, the customer success specialist job description has changed quite a bit since then. Customer success teams often have a range of responsibilities, depending on the team’s age, the size of the company, and what type of product they are supporting.
Logicalware
SEPTEMBER 23, 2021
At the beginning of 2015, magazine giant Aller media replaced their old subscription system with a new one. The change created a huge amount of work for the company’s customer service department. “Overnight, the number of customer service cases increased by 500 per cent. In February 2015, we received almost 150,000 customer cases in just over 20 working days.
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 Think
SEPTEMBER 22, 2021
Is human connection a pillar of your brand? Are your people central to your company’s core values? If so, your customer service should be staffed. Read more. The post Futureproof: Customer Service with a Human Touch appeared first on Interaction Metrics.
MattsenKumar
SEPTEMBER 22, 2021
Digital natives see technology as an essential component of their everyday lives. The turning to the internet and e-commerce websites for fast satisfaction to replace grocery runs or to get an answer has been ever increasing. As a result, e-commerce websites are exploding in popularity. It is safe to say that the struggle for consumer attention has shifted to the internet.
Aquire
SEPTEMBER 20, 2021
Answering customer questions immediately is one of the best things you can do for them. But sometimes, that doesn’t happen – even with fast channels like live chat. Don’t get me wrong – live chat is an awesome technology and one of the most popular features of the Acquire customer engagement platform. When used properly, you can move visitors down the sales funnel much quicker.
Zendesk
SEPTEMBER 23, 2021
Customer acquisition cost (CAC) was on the rise for many companies prior to COVID-19. According to ProfitWell, CAC for businesses increased by approximately 60 percent between 2014 and 2019. But since the onset of COVID-19, brands have actually been acquiring new customers more cost-effectively. McKinsey & Company reports that the shift to digital sales led to 30 percent higher acquisition efficiency for businesses.
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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.
Customer Think
SEPTEMBER 21, 2021
A couple of decades ago, I was speaking at B2B marketing and sales conferences on the topic of: Bridging the Marketing and Sales Gap. My subtitle was Marketing is from Mars and Sales is from Venus, which I paraphrased from the extremely popular book (at that time), Men are from Mars and Women are from […].
Hodusoft
SEPTEMBER 23, 2021
HoduSoft named ‘Emerging Company’ by Indian Achievers’ Forum. HoduSoft, an India-based growing VoIP and information technology company, bagged the Indian Achievers’ Award for 2021 as the ‘Emerging Company’ for its outstanding achievement and contribution in nation building. . “As an Indian and a Co-Founder of an India-grown company, it gives us immense satisfaction to be recognized as the ‘Emerging Company’ by the India Achievers’ Forum and its network.
Aquire
SEPTEMBER 18, 2021
If you really want to get ahead of your competition, you should have a great customer experience strategy. Customer experience (or CX) is where most companies compete nowadays as product and price have become less important in the eyes of customers. But, a CX strategy doesn’t come naturally — it takes deliberate effort to find what resonates with your target audience and offer them personalized and efficient service.
Doing CX Right
SEPTEMBER 19, 2021
Listen to Dan Naiman, Senior Director of Human Resources at Pfiser, share a human-centric approach to employee & customer experience. The post How To Bring The Human Back In Human Resources appeared first on Doing CX Right.
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.
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