Callminer
JULY 29, 2019
Customer experience mapping is a valuable tool for monitoring and improving the customer experience. Here’s how to create an effective CX map.
Intercom, Inc.
JULY 31, 2019
You might think chatbots are only for customer support, but using them to answer your customers’ questions is just one way to leverage chatbots. With the right setup, a chatbot can power your marketing as well so you never miss a lead. 53% of buyers are more likely to buy from a business they can message, so if you’re looking for ways to make your marketing more effective in 2019, live chat is the way to go.
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Beyond Philosophy
AUGUST 1, 2019
When I created Beyond Philosophy, I chose the name for a reason. I believe it is crucial to do more than discuss your theories about Customer Experience strategy. Sure, you need to think about it, understand the philosophy behind it as well as the science, but after that, you should go beyond the philosophy and do something. In other words, theories are fascinating but falderal unless you implement them in your Customer Experience.
Totango
AUGUST 1, 2019
The customer-centered economy has made it easier for customers to switch to a competitor if one company is not fully satisfying them. This has raised customer expectations; now, companies need to provide personalized services to stand out. If you don’t meet these expectations, customers can easily go elsewhere. To thrive in this environment, you must engage customers proactively and regularly.
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
Heart of the Customer
AUGUST 1, 2019
My wife forwarded me an email from Google. It showed her everywhere she had visited in the last month, which creeped her out. So she removed all the tracking she could from her phone. It didn’t work – she received a similar email the following month. I received a similar email (see a part of […]. The post Google is Creepy appeared first on Heart of the Customer.
Intercom, Inc.
JULY 30, 2019
We have never been more aware of how crucial healthy self-perception is to our well-being and success, with countless books , articles and podcasts dedicated to the importance of maintaining a healthy sense of confidence in ourselves. Our relationship with confidence affects multiple aspects of life, but many of us feel it most acutely in the workplace.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Totango
JULY 30, 2019
Imagine you are planning to fly home for the holidays. How do you feel about the impending journey? What is your mood as you visualize the process of finding a flight, booking a ticket, getting to the airport, checking your luggage, passing through security, and boarding the plane? Now, how do you feel about arriving at your destination? How is your mood as you settle back into your childhood home, reunite with friends and family, and enjoy a home-cooked meal?
ProProfs
JULY 30, 2019
I always wonder if teachers think to themselves, “ How much do my students already know about this topic ” before they begin teaching a particular topic to their students. I hope they really do for the simple reason that it will help them shape their teaching strategy. And, an effortless way to understand this, is assigning your students an online interactive quiz.
Myra Golden Media
JULY 29, 2019
We all go through times when we’re not feeling the whole work thing. The mere thought of work brings on dread, we mop ourselves into the office later and later, and our eyes are rolled to the back of our head more often than not. These are all signs that we’re burned out or morale is very low. If you’re a supervisor or manager and you see signs of work exhaustion in your people, you need to act fast, or you might lose your people to burnout, or another job.
Beyond Philosophy
JULY 29, 2019
I used to work in corporate life. I managed to get up to a senior position. When people asked what I did, I used to say, “I play chess.”. I was joking, of course. The truth is I spent my day on company politics. My guess is a lot of you do, too. Surprisingly, there are not training courses on company politics and how to deal with them. In light of this fact, we decided managing company politics would be an excellent subject of conversation for a recent podcast.
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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.
Chip Bell
JULY 30, 2019
Several years ago, my consulting firm worked with a large retail shopping center company. At the time this REIT owned over 300 shopping centers around the country. The question my firm was asked to determine was this: Will the customer experience in the shopping center drive increased revenue in the stores? They knew they could put a carnival in the middle of the mall and get traffic…so the issue was not just mall attendance; it was increased revenue.
The DiJulius Group
JULY 31, 2019
Don’t compete in price wars, compete in experience wars Here are three examples of companies continuing to Make Price Irrelevant by focusing on the experience. The Apple Store No iPhone launch, no new product launch, just a typical day in an Apple store. Starbucks This is a line at Starbucks, located inside a hotel, Read Full Article. The post 3 Companies Making Price Irrelevant appeared first on The DiJulius Group.
Myra Golden Media
JULY 31, 2019
How to Handle Difficult Customers (with a focus on de-escalation). Training Length: 30 minutes, with knowledge checks. Thanks to the Internet and social media, customers are savvier now than ever before. Although this sounds like a good thing, the net result is an increase in stress for frontline customer service professionals. According to Newsweek magazine, the stress level of consumer services professionals is comparable to that of air-traffic controllers and police officers.
Customer Bliss
AUGUST 1, 2019
As we continue to revisit conversations with CX leaders who were previously on the show, today we’re going to explore strategies implemented by two CX leaders at global corporations: Scott Allison , CCO at DHL Supply Chain and Jon Herstein , CCO at Box. Both leaders share great tactics and strategies that they implemented when asked the question, “how did you first assess the work that needed to be done?
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.
DMG Consulting
JULY 31, 2019
Call Tracking: Where Phone Calls Enhance Digital Marketing and Service. This year we decided to cover a niche IT sector, call tracking, which is growing in importance due to the digital transformation occurring in organizations worldwide. Call tracking is currently attracting a great deal of interest because of its ability to deliver significant improvements in marketing efficiency and effectiveness, quantifiable sales increases, and higher levels of customer satisfaction.
ClientSuccess
JULY 29, 2019
Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful.
Myra Golden Media
JULY 29, 2019
My daughter and I were exploring supplements at Whole Foods on Saturday. I’d grabbed Matcha powder, MCT oil, and ground flaxseed. An employee with happy robin eyes spotted my bounty and whispered a tip, “If you can wait a few days, all of our supplements are going to be 25% off August 2-4, and Prime members get an additional 10% off. I can get you a bag and hold your items for you if you like.” I needed the ground flaxseed for a vegan recipe, but the other times could wait.
TeamSupport
AUGUST 2, 2019
B2B (business-to-business) customers are becoming more demanding. After experiencing some of the more modern support methods in their everyday B2C (business-to-consumer) lives, they are increasingly expecting B2B companies to keep up. However, there is no one right answer for which channels a B2B company should offer for customer support. Below are the core customer support channels for the B2B industry, alongside specific reasons why companies offer them and why they choose not to.
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.
Totango
AUGUST 1, 2019
The customer-centered economy has made it easier for customers to switch to a competitor if one company is not fully satisfying them. This has raised customer expectations; now, companies need to provide personalized services to stand out. If you don’t meet these expectations, customers can easily go elsewhere. To thrive in this environment, you must engage customers proactively and regularly.
DMG Consulting
JULY 31, 2019
DMG Consulting Releases 2019 Call Tracking Product Report. 7/17/2019. Improved marketing effectiveness for the digital era. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2019 Call Tracking Product Report . When: Today, 17 July 2019.
ClientSuccess
JULY 31, 2019
If customer success professionals can agree on one thing, it’s that customer churn is inevitable. While most CSMs will try their hardest to deliver amazing customer experiences, make data-backed account decisions, and escalate issues wherever applicable, there are always problems that are just out of reach. Sometimes, customer churn is something that just can’t be avoided, no matter how hard your CSMs try. .
Confirmit
JULY 31, 2019
For researchers and insights teams, it’s not news that clients’ expectations are growing, seemingly by the day. Traditional Market Researchers whether in-house or within agencies are under immense pressure to deliver their results faster and cheaper. The good news of course is that automation and AI help enormously with this. The less good news is that this help fuels even greater demand for immediate insights.
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
The DiJulius Group
JULY 31, 2019
This guest article is brought to you by Mark Moses, speaker at the 2019 Customer Service Revolution. In business, “good” is a four-letter word. Settling for “good enough” when you’re trying to grow a business is just that: settling. Complacent CEOs are just setting themselves up to get passed by competitors who aren’t settling, who ARE thinking BIG.
Comm100
JULY 30, 2019
Thirty-five years ago, times were much simpler – the first IBM PC had recently hit the market , smartphones didn’t exist, and we were all rooting for Joel Goodson to be accepted into Princeton despite his questionable choices. Now with the emergence of Artificial intelligence (AI) in every facet of both our personal and professional lives, the phrase “risky business” has once again surfaced, albeit in a different context (although personally, “Old Time Rock and Roll” will play in my head wheneve
ClientSuccess
AUGUST 1, 2019
Customer Success Webinar Series. Why Continuous Onboarding is Critical for Your Business. Donna Weber is the Customer Onboarding and Engagement Leader and President of Springboard Solutions Consulting , which specializes in customer onboarding, enablement and education programs for hi-tech companies. Date Held: Tuesday, July 30, 2019, 11:00 AM MDT. This webinar will teach you to: Know the difference between onboarding accounts versus users.
Hodusoft
JULY 31, 2019
Communications today is not plain voice-based outgoing or incoming calls. It covers the entire gamut ranging from voice calls to video calls, email, voicemail, fax, text and social media posts. If industry segments like travel, healthcare, financial sector, insurance, manufacturing, consumer goods, to name a few wish to be equipped to handle communications then the plain old PBX falls by the wayside.
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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.
Confirmit
JULY 28, 2019
With the global Market Research industry’s estimated worth currently sitting around $76 billion, it’s a pretty exciting space to be in as a provider of Market Research software! Confirmit has been a leader in MR software for over 22 years providing MR companies with the essential tools to gather and understand their data. One question that comes to mind for such a competitive market is how to stay relevant?
Qualtrics
AUGUST 1, 2019
Improving employee satisfaction has been a goal of organizations since at least the 1930s, when psychologists began earnestly studying employee attitudes and how they were affected by the employer/employee relationship. It was during this time that initial “job satisfaction” surveys were administered, which became the norm for the next 50 years and evolved over time to be more complex and sophisticated.
Intercom, Inc.
AUGUST 1, 2019
But although it’s inspiring to look at the paths other companies have successfully traveled, you also run the risk of ending up at the exact same destination. That’s why Brex’s CFO Michael Tannenbaum believes in breaking a few rules. “Michael is the rare CFO who also leads up marketing, which makes him the perfect person to talk us through the company’s trajectory” As the head of Intercom’s Early Stage program for Startups, the fast-growing fintech startup is one company I’ve been ke
SugarCRM
JULY 31, 2019
Today we’ve made some announcements that will fundamentally change the way businesses utilize CRM. As you know, our recent acquisitions of Collabspot, Salesfusion and a business intelligence team have moved us firmly into the realm of customer experience (CX). Many of you are already seeing benefits – not just in sales, but the way you go to market and can offer additional value.
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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