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We are in the midst of a complete transformation in how companies and customers interact with one another. As all businesses become at least partially digital businesses, customers expect those online interactions with companies to be convenient, effective, and personalized. That sort of engagement between businesses and customers is now happening on a scale that was impossible to imagine not so long ago.
Today’s interview is with Michael G. Bartlett who is the Director of Experience Innovation at JMARK, an I.T. support and I.T. services company, Founder of the […]. The post We should talk about moments that shatter rather than the moments that matter – Interview with Michael G. Bartlett first appeared on Adrian Swinscoe.
Should acquisition vs. retention really be a dilemma? Can’t there just be a balance between the two? Must one outweigh the other? Companies have long been pouring disproportionate resources – human, time, effort, capital – into the top of the funnel, on attracting and acquiring new customers, while retention efforts have gotten little more than loyalty programs and discount offers.
"You're p **g me off!" The one-sentence email came from the company president. He was upset that the phones had been ringing all day, and blamed me for what was happening. Our phone lines rang throughout the office whenever a customer was holding for more than a minute. Everyone, including the president, was expected to drop what they were doing and answer the phone.
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.
Despite how crucial user onboarding is to increasing customer conversion and retention , it’s still somewhat overlooked or brushed off in many organizations that see it as an item to cross off the checklist as soon as the user becomes a paying customer. And that’s exactly why today’s guest, Ramli John , jokingly calls it “the ugly duckling of growth.” Ramli is a Growth Coach at ProductLed, a community for product-led growth enthusiasts such as himself, and the author of Product-Led O
More than once over my career, I have been asked by people in customer service roles, "These customers are jerks. Why should I go out of my way for them?" The question, on the surface, seems fair. But here's the thing. I have seen more than one situation where a customer's 'jerkiness' was actually triggered by the employee in the first place. Shaun Belding | www.beldingtraining.com.
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More than once over my career, I have been asked by people in customer service roles, "These customers are jerks. Why should I go out of my way for them?" The question, on the surface, seems fair. But here's the thing. I have seen more than one situation where a customer's 'jerkiness' was actually triggered by the employee in the first place. Shaun Belding | www.beldingtraining.com.
Never being late … that’s not realistic. It’s going to happen. It’s not a question of if. It’s when. . But you might say, “It’s not my fault!” And maybe it’s not. For example, you may be driving to a lunch meeting, and a car accident shuts down the highway making you. And it’s not just about arriving late to a commitment. It could be a delay in shipping a product.
How to Deal with An Employee With Authority Issues If you’ve ever had to deal with an employee who has problems with authority, you know how challenging it is. These are employees who are convinced that they’re quite good at what they do, and that you, the boss, are pretty much a moron. If […]. Shaun Belding | www.shaunbelding.com.
I recently read an article on Bloomberg Businessweek (about culture and how to sustain it – or whether it’s sustainable – in the wake of so many employees working from home) in which a Stanford researcher interviewed for the article stated: Culture is a way for organizations to control their members, police their behavior. That’s difficult to do when you can’t—after a meeting—say: ‘You know, John, maybe you shouldn’t have said x or y.
Having worked with hundreds of companies of different sizes, funding stages, and Customer Success maturity, around the world, I’ve boiled down what I believe are the five “secrets” of World-class CSMs. This is specifically about CSMs that are thriving, even if their environment is less-than-perfect. . It’s always best to have strong Customer Success leadership, buy-in from Executives, great processes, purpose-built CSM software, etc.
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.
Howard Tiersky, author of Winning Digital Customers, shares how to drive customer behaviors, earn their love and emotional commitment to maximize your competitiveness. The post Influencing Desirable Customer Behaviors Through Experience Management appeared first on Doing CX Right.
“Look, part of the whole technique of disempowering people is to make sure that the real agents of change fall out of history, and are never recognized in the culture for what they are. So it's necessary to distort history and make it look as if Great Men did everything — that's part of how you teach people they can't do anything, they're helpless, they just have to wait for some Great Man to come along and do it for them.
the language that you speak shapes the way that you think. And that gives you the opportunity to ask, “Why do I think the way that I do?” “How could I think differently?” And also, “What thoughts do I wish to create?” — Lea Boroditsky (1) We choose labels to describe the world and these labels shape the lenses through which we understand and act on the world.
Did you know that while women make up more than 50 percent of the U.S. workforce, less than one in five employees in the tech industry are women? Like in most male-dominated industries, there are many reasons for the lack of women in tech, including work culture and gender discrimination issues, a significant gender pay gap, and a lack of female representation in the workplace.
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.
It can be tricky to know exactly when it's the right time to hire for your customer support team. Here are some strategies for picking the perfect moment.
The restoration of value begins with fixing the language. And continues with adjusting expectations. When you tell a new story, you can begin to weave into an alternative narrative. This in turn allows you to tap into a new set of beliefs. And the path that seemed unimaginable before opens up. Childhood, for example, is an idea born in the Renaissance.
the language that you speak shapes the way that you think. And that gives you the opportunity to ask, “Why do I think the way that I do?” “How could I think differently?” And also, “What thoughts do I wish to create?”?—? Lea Boroditsky (1) Tags: HelgeTennø business design customer experience customer strategy Facebook Like. Linkedin Share Button. Tweet Widget.
The fact is, better customer experiences are better for business. Great CX means your customers are happier, feel taken care of, and are more loyal, all of which leads to more profits. It takes the right tools and data to fuel those experiences, and a lot of it is already at your fingertips. Your customer service team knows a lot about your customers – how they actually use your products, what’s working and what’s not, and what they want to do.
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
B2B customer service is often confused with B2B customer success, but they are not the same. Despite their differences, however, they do share an intimate relationship – you need strong customer service to achieve customer success. In this article, we’ll take a look at the relationship between these two important ingredients for a successful SaaS business model.
I recently read an article on Bloomberg Businessweek (about culture and how to sustain it – or whether it’s sustainable – in the wake of so many employees working from home) in which a Stanford researcher interviewed for the article stated: Culture is a way for organizations to control their members, police their behavior. Tags: Annette Franz (Gleneicki) culture culture change customer-centric culture Facebook Like.
As a business owner, you must provide excellent customer service. By helping customers out in any way you can, you help improve relationships with existing customers who, in turn, will swear their loyalty to your brand. But customer service isn’t just about answering questions from emails and phone calls. It’s about how you and your team answer them and what you do after.
Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
“Nobody really wants to contact support. They just want to use the application and get to do the thing that they came in to do…If we can take the edge off of that process and make it even quicker, I think we’ve won in that world.” Jared Loman, VP of Customer Experience at Kajabi. As part of Zendesk’s CX Moment virtual event series, we spoke with Jared Loman, VP of Customer Experience at Kajabi.
One of the biggest—and most encouraging—trends we’ve seen over the past 18 months is that companies are no longer lavishing their customer success investments only on their highest-roller enterprise customers. . More and more businesses are realizing that taking care of all of their customers reaps huge dividends. But doing that at scale isn’t for the faint of heart.
What is a price myth buster? It is the false assumption of industries, companies, leaders, and their employees that they are losing existing and potential customers due to lower prices. The following are four excellent examples of price myth busters. Price Myth Buster #1 Don’t ask the Customers what they want, give them. Read Full Article. The post 4 Price Myth Busters appeared first on The DiJulius Group.
As if the pandemic weren’t challenging enough already, many businesses are now also grappling a serious labor shortage on the seemingly endless road back to normal. Temporary layoffs accounted for essentially the entire increase in unemployment to its historically high rate in April 2020 , and tens of millions of Americans quit their jobs in 2021. Today, the “ Great Resignation ” is so ubiquitous that it even has its own entry on Wikipedia.
Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever
Buying Decisions Are Affected By Intensified Buyer Activism Sentiments. During the past decade, we have seen a significant rise in consumer activism. And that has translated to a rise in both brand activism as well as shareholder activism. We have seen consumers changing buying behaviors with their pocketbooks. Refusing or boycotting certain brands due to their social or environmental stance.
A single strand of rope can get the job done, but a triple-stranded rope is practically unbreakable. That is how you should think about complementary platforms and tools for your business. As stand-alone solutions, they are necessary. Together they can improve your processes, practices, gain insight into your customers, and scale your company. . Now consider this: what if each of those tools is also best in class?
Call center management requires high levels of attention, coordination, and strategy, especially as remote work environments become more and more of a reality. . In an article by Destination CRM, founding partner of International Customer Management Institute (ICMI) Brad Cleveland asserts that COVID-19 shifted 80% of in-person call centers to virtual call center environments.
Customer interactions don’t happen in a vacuum; your customers interact with your company through myriad channels and at many different stages throughout the buyer’s journey. While analytics for single-touchpoint, single-channel interactions provide valuable insights into the effectiveness of your messaging at that juncture, they fall short of painting the full picture.
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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