Adrian Swinscoe
NOVEMBER 13, 2023
I’d like to tell you a couple of stories about some things that happened to me while travelling to speak at an event in Munich recently […] The post Consistency is often overlooked but is the secret ingredient to making customers happy first appeared on Adrian Swinscoe.
eglobalis
NOVEMBER 15, 2023
Why NPS doesn't work any more, and what's the alternative ? The post Why NPS doesn’t work any more, and what’s the alternative? appeared first on Eglobalis.
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ECXO
NOVEMBER 16, 2023
Article originally posted at: [link] How AI and GenAI Are Shaking the Status Quo in Customer Experience (CX) As you know, the potential for artificial intelligence and generative artificial intelligence (GenAI) to transform every part of customer experience, and everything surrounding us, is electrifying. Pioneers understand they can create competitive advantage over traditional firms by utilising the technology to serve customers with a better value proposition – at scale.
Callminer
NOVEMBER 15, 2023
Read this blog for expert quotes and tips to help you find the best text analytics software and tools, and maximize their value at your organization.
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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.
Adrian Swinscoe
NOVEMBER 13, 2023
I’d like to tell you a couple of stories about some things that happened to me while travelling to speak at an event in Munich recently […] The post Consistency is often overlooked but is the secret ingredient to making customers happy first appeared on Adrian Swinscoe.
Totango
NOVEMBER 15, 2023
TrustRadius, a renowned platform for transparent business technology reviews, announced its 2023 Best of Awards, with Totango emerging as a triple winner. We were recognized for our strength in end-to-end relationships, overall value, and leading features and functionality. Totango’s customer success software drives cross-functional enterprise teams toward enhanced productivity, retention, and growth.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Intercom
NOVEMBER 16, 2023
Customer satisfaction scores in the UK have taken the biggest hit since 2015. But not all is lost – today’s guest shares her thoughts on how to get it back up. Organizations are taking longer than expected to solve complaints, problems remain unsolved, and more customers complain that issues are met with excuses or indifference. That is the sobering picture of the state of customer service in the UK as of July 2023.
Zonka Feedback
NOVEMBER 15, 2023
At the core of shaping a brand's identity and credibility is an invaluable asset: customer experience (CX). This fundamental approach focuses on how businesses interact with their customers at every step. It covers all interactions, whether it's buying something or just getting in touch. Making these moments count is key.
Totango
NOVEMBER 16, 2023
Every customer interaction matters in today’s digital age. These touchpoints serve as critical indicators of overall customer health, enabling leaders to proactively detect risk, prevent churn, and identify opportunities for expansion and revenue growth. But, oftentimes, managing and documenting these customer interactions—especially cross-functionally among global and remote teams—can be challenging and time-consuming.
Bill Quiseng
NOVEMBER 15, 2023
Three weeks ago, I introduced the Rule of Three QUI TAKEAWAYS which will be revolutionary now, but once discussed many times over, will be viewed as traditional by many business professionals. In the last two weeks, I explained the first and second QUI TAKEAWAYS: CX versus CXM, and customer service versus customer CARE. In the next week, join me as we revolutionize the CX experience.
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.
The Customer Service Blog
NOVEMBER 15, 2023
New ‘consumer duty’ rules introduced by the Financial Conduct Authority (FCA) aim to set clear standards for the protection of financial consumers. Banks, building societies, investment and insurance firms, as well as many other types of business, are being told to “put their customers’ needs first”. The timing couldn’t be better. Amid a cost of living crisis, the UK regulator’s new rules should hopefully address the increasing recognition by consumer groups that people cannot always solve the f
Intercom
NOVEMBER 16, 2023
With AI and chatbots handling more and more support conversations, it might seem like help centers are becoming obsolete. But don’t be fooled – many consumers still have a strong preference for finding answers on their own instead of interacting with a bot or support agent. However, when a company’s help center doesn’t work as part of a support team’s range of channels, or the wider company brand, it can affect your support articles’ discoverability, accessibility, and us
Totango
NOVEMBER 14, 2023
As businesses expand and customer success becomes increasingly important, companies must find ways to scale their customer relationships and strengthen connections. Higher Logic and Totango teamed up to empower businesses to do just that, combining one-to-one customer relationships with one-to-many community relationships. Get started today with the Drive Community Engagement SuccessBLOC The collaborative effort between Totango and Higher Logic has given rise to the Drive Community Engagement Su
Customer Think
NOVEMBER 15, 2023
What’s the payoff of aggressively communicating about problems? Becoming easy to do business with is very highly correlated with loyalty, Net Promoter Score, and enthusiastic positive word of mouth.
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.
Retently
NOVEMBER 17, 2023
From tracking the real, long-term results of a campaign to judging the potential for customers to refer your company to their friends and colleagues, Net Promoter Score is a versatile metric that belongs in any marketing manager or consultant’s arsenal. NPS goes beyond traditional marketing metrics, offering a clear and actionable snapshot of customer satisfaction and brand perception.
Beyond Philosophy
NOVEMBER 16, 2023
One of our listeners, John, is in a pickle. He is starting a new business, but that isn’t the problem, although I am sure we can all agree that starting a new business is fraught with pickles. John is up for it, though. He needs help with getting other people to help sell his product. Some of you have that same problem, so I decided to share eight ways he can make that happen here in the newsletter.
Fonolo
NOVEMBER 16, 2023
A well-designed chatbot can be a powerful addition to your call center toolkit. This is good news because we know for certain that customers want self-service options. Zendesk reports that 67% will choose self-service over a live agent for simple problems. And call centers are quickly getting onboard, with as many as 75% of contact centers currently using chat solutions to boost productivity.
Customer Think
NOVEMBER 13, 2023
Republished by author from: [link] Economic forecasts are subdued for 2024. There are some shards of light. But, uncertainty remains high in Americas, Europe, the UK and beyond. B2B leaders know their continued resilience, and recovery from the shocks of the past few years, is rooted in their customers.
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
The DiJulius Group
NOVEMBER 15, 2023
Get ready to unlock the game-changing potential of customer service with best-selling author and expert John DiJulius. On this episode of The Customer Service Revolution, we’re delving into the heart of why customer service is a powerful competitive advantage for businesses, learning the best practices of world-class organizations, and understanding the profound influence of “Ubuntu”.
Beyond Philosophy
NOVEMBER 11, 2023
It’s pickle time again here on the podcast. This time John has a pickle with his new business. He wants to know some ways that he can get other people to help him sell his products and services. We knew several ways, eight in fact, and they might help you, too. One thing to consider when you listen to this list is how each of the tactics gets you what you want.
ClearAction
NOVEMBER 16, 2023
Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. So, what does it mean? Let’s look at a sports analogy for enlightenment. When you’re mature in a sport, it means increased motor skills, strength, power, and in many cases, reduced risk of injury.
Customer Think
NOVEMBER 13, 2023
With two of the biggest shopping days of the year, Black Friday and Cyber Monday coming up, businesses are preparing for the start of the upcoming sales seasons and looking for ways to expand their customer bases past the most anticipated weekend of the year.
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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.
Totango
NOVEMBER 14, 2023
As businesses expand and customer success becomes increasingly important, companies must find ways to scale their customer relationships and strengthen connections. Higher Logic and Totango teamed up to empower businesses to do just that, combining one-to-one customer relationships with one-to-many community relationships. Get started today with the Drive Community Engagement SuccessBLOC The collaborative effort between Totango and Higher Logic has given rise to the Drive Community Engagement Su
Help Scout
NOVEMBER 13, 2023
Things may look a little different, but we’re still the same: Unveiling and taking a behind-the-scenes look at Help Scout’s new brand identity.
Zonka Feedback
NOVEMBER 17, 2023
An online form is a great way to collect feedback and other information from your customers, employees, guests, patients, and clients. Whichever industry you are in, forms play an important role in collecting crucial information and feedback from your audience.
Customer Think
NOVEMBER 13, 2023
In the competitive world of travel clothing retail, brands are constantly seeking innovative ways to stand out and connect with their customers. One effective approach is the implementation of a community-building strategy. This strategy goes beyond traditional marketing and sales tactics, focusing on creating a sense of belonging and shared identity among customers.
Speaker: Becky Parisotto and John Vurdelja
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
Steven Van Belleghem
NOVEMBER 15, 2023
A Diamond in the rough For those who are not yet familiar with the Diamond in the rough concept, a short recap. Every company leader I meet (ok, almost every one of them), has the great intention of getting customer experience right. Yet, most companies remain diamonds in the rough in terms of customer experience: their customer experience potential is not fully exploited and they never seem to become the shiny and radiant diamond that their customers deserve.
Help Scout
NOVEMBER 13, 2023
Connect your company’s Instagram account to Help Scout to better manage customer conversations across multiple channels.
Zonka Feedback
NOVEMBER 16, 2023
Fulcrum stands out as one of the best location-based data collection tools; however, this specialty is less useful when it comes to collecting data through surveys, forms, and more.
Customer Think
NOVEMBER 15, 2023
Co-authored by Tushar J. Kaushik Excellent customer service is an art, but even works of art require a structural foundation to come to life. This is why a framework for addressing customer service issues is crucial.
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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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