Intercom, Inc.

MARCH 1, 2022

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.

Customer Relationship 211

Customer Relationship Customer Expectations Customer Experience 211

Inside Customer Service

MARCH 3, 2022

"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.

Customer Service 184

Customer Service Customer Experience Start-ups Customer Feedback 184

Adrian Swinscoe

MARCH 2, 2022

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.

Innovation 190

Innovation 190

Futurelab

FEBRUARY 27, 2022

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.

Customer Retention 246

Customer Retention Customer Experience 246

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

Callminer

MARCH 2, 2022

Read this blog for tips on how organizations can improve how their contact center agents make cold calls.

Contact Center 182

Contact Center 182

Shaun Belding

MARCH 1, 2022

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.

Customer Service 147

Customer Service 147

The Belding Group

MARCH 1, 2022

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.

130

130

Futurelab

FEBRUARY 27, 2022

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.

CX 130

CX Gaming Customer Satisfaction Customer Experience 130

Shep Hyken

MARCH 2, 2022

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.

Manufacturing 130

Manufacturing Customer Service Customer Experience 130

SixteenVentures

FEBRUARY 28, 2022

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.

Hospitality 124

Hospitality Hospitality Technology Technology 124

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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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Doing CX Right

FEBRUARY 26, 2022

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.

CX 116

CX Customer Experience 116

Futurelab

FEBRUARY 27, 2022

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.

Innovation 130

Innovation Customer Experience 130

Conversation Agent

MARCH 2, 2022

“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.

111

111

Totango

MARCH 1, 2022

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.

Education 104

Education Technology Technology Start-ups 104

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.

AI

Zendesk

MARCH 3, 2022

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.

Sales 98

Sales Customer Service Innovation Gaming 98

Futurelab

FEBRUARY 27, 2022

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.

Customer Experience 130

Customer Experience 130

Conversation Agent

FEBRUARY 28, 2022

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.

102

102

Totango

MARCH 4, 2022

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.

B2B 95

B2B Customer Service B2C Net Promoter Score 95

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.

AI

CommBox

MARCH 2, 2022

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.

Customer Service 98

Customer Service Social Listening Customer Journey Map Omnichannel 98

Futurelab

FEBRUARY 27, 2022

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.

CX 130

CX 130

Zendesk

MARCH 1, 2022

“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.

CX 98

CX ML Machine Learning Artificial Intelligence 98

Execs In The Know

MARCH 4, 2022

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.

AI 98

AI Artificial Intelligence Contact Center Healthcare 98

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

Help Scout

MARCH 4, 2022

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.

105

105

Fonolo

MARCH 3, 2022

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 Satisfaction 87

Customer Satisfaction Technology Technology CRM 87

The DiJulius Group

FEBRUARY 28, 2022

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.

Customer Experience 93

Customer Experience 93

Execs In The Know

MARCH 4, 2022

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.

Customer Journey Map 98

Customer Journey Map Touchpoint Machine Learning Unstructured Data 98

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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.

AI

Beyond Philosophy

FEBRUARY 26, 2022

Do you know when in your experience customers decide to buy from you or not? You should. Otherwise, how can you design an appropriate environment to get customers to decide to do what you want? It reminds me of the phrase, “Crossing the Rubicon.” The Rubicon river was a northern boundary outside Rome in the ancient Roman Empire. The Senate determined if a general crossed the Rubicon with their army, that was grounds for treason.

Management Consulting 78

Management Consulting Customer Experience CX 78

Buyer Persona

MARCH 4, 2022

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.

B2B 90

B2B Education 90

Fonolo

MARCH 2, 2022

Customer patience levels are at an all-time low right now, which is why Fonolo’s Voice Call-Backs are more vital than ever for the success of the modern contact center. Put yourself in the customer’s shoes for a moment, and consider this situation: You received an instant message from a friend on Instagram. You continue to have a conversation and exchange valuable information in the span of two minutes. .

Contact Center 81

Contact Center Social Media Start-ups Gaming 81

Help Scout

MARCH 4, 2022

Is Outlook Shared Mailbox the right solution for your team? Learn the pros and cons, and read about seven alternatives you can consider.

Outlook 98

Outlook 98

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