Intercom, Inc.
JUNE 11, 2019
If you have an application or SaaS product, the welcome page that users see after signing up is much more than a cheerful “hello” to your users. Or, at least, it should be. The welcome page comes at a really critical time for your app. It’s during the onboarding period when new users will decide if you can follow through on the promises you made of saved time or increased revenue.
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Beyond Philosophy
JUNE 13, 2019
What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. So how do you get happy employees and how does it affect Customer Experience? The answer is easy to say and harder to do.
Myra Golden Media
JUNE 14, 2019
When you can’t tell your customer exactly what they want to hear, maintaining a sense of rapport can be challenging. But it’s possible to give your customer lousy news with empathy and a positive slant. When you have to give a customer bad news, do it using the “Feel, Felt, Found Method.” This approach helps you to foster a sense of connection with customers, even when you can’t give them exactly what they want.
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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.
Intercom, Inc.
JUNE 12, 2019
As the saying goes, “You never get a second chance to make a good first impression.” So the obligation to make first impressions positive and memorable is immense. This is especially true for onboarding. Great onboarding is multifaceted. Like the early stages of a burgeoning relationship, multiple steps shape the outcome and determine whether the relationship between you and the user will be a wild success, an unremarkable encounter or a dismal failure.
Callminer
JUNE 10, 2019
By implementing AI-powered speech analytics, organizations own the key that unlocks the science of conversation by filling a position that goes beyond human capabilities.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Myra Golden Media
JUNE 10, 2019
When I listen to phone calls ahead of training for contact centers, medical practices, and customer service departments, I spot five glaring problems in almost every company I work with. The Big Five Are: 1) Blunt, slang-like approach to asking questions, 2) Overtalking customers in an attempt to move the interaction forward, 3) No acknowledgment of the customer’s pain point, 4) Not listening, and 5)Missed rapport opportunities by not pacing.
Intercom, Inc.
JUNE 10, 2019
Elasticsearch is a core technology at Intercom. It powers everything from article, conversation and user search to reporting, billing, message delivery and even our internal log management and analytics. Because Elasticserach has been at the core of Intercom for a long time , upgrading it is a challenging problem. Any version upgrade needs to be completely invisible to our customers.
Fonolo
JUNE 12, 2019
While today’s tech-savvy consumers are using more non-voice channels to connect with businesses, the act of picking up the phone to quickly and verbally resolve an issue (complex or otherwise) isn’t going anywhere anytime soon. The problem with this? According to an Accenture study , consumers’ top two complaints were: Having to contact customer service multiple times; and.
Totango
JUNE 11, 2019
If you want your business to succeed, make sure your customers succeed. As the economy becomes more customer-centered, the need to foster customer success is more important than ever before. Achieving customer success means that your customers gain their desired value from your product and can use it to meet their goals long-term. Aligning your business goals with those of yours customers spells prosperity for your business for years to come.
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.
Gainsight
JUNE 13, 2019
You want growth? Your customers’ health is more important than your top of funnel. It sounds counter-intuitive, but it’s true. Over half of customers believe their experience is more important than price when making a purchasing decision ( Gartner ). And according to Harvard Business Review, it’s 25 times more cost-effective for you to retain existing customers than to invest in new ones.
Myra Golden Media
JUNE 9, 2019
For three years, my 19-year-old College Daughter has worked for my company as a Studio Tech. Lauren’s the genius behind our studio setup, teleprompter, camera, and audio. She also assembles workbooks and advises me on all things Millennial and Gen Y. Both of my kids get to travel with me for speaking engagements a few times a year – last year Lauren joined me in New York twice.
Beyond Philosophy
JUNE 14, 2019
How to Understand Customers Preference. Have you ever noticed how some people put a lot of letters after their names in their signatures and bylines? Some of them go on for quite a while, like a second surname. It annoys me sometimes. Then, I remember that when I introduce myself, I often refer to my status on LinkedIn as one of the top 150 Business Influencers.
Heart of the Customer
JUNE 10, 2019
“Who knows what happened to us two years ago?” Wells Fargo’s Chief Marketing Officer Jamie Moldafsky (I originally wrote about this here) “Who’s heard of our product, the Note 7? [pause] Yes, pretty much everybody, in every plane trip, for about a year.” Michael Lawder, SVP, Customer Care, Samsung Electronics America Both these speakers began their […].
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.
DMG Consulting
JUNE 11, 2019
Making Sense out of the RPA Market. The robotic process automation (RPA) market is growing rapidly, and new uses are being identified throughout enterprises continually. Hundreds of vendors around the world have entered the RPA segment, coming from many existing IT sectors such as enterprise resource planning (ERP), customer relationship management (CRM), contact center infrastructure, workforce optimization, as well as dozens of start-ups that want to take advantage of the massive market opport
TeamSupport
JUNE 14, 2019
Customer support can be a challenge. Especially in the B2B (business-to-business) industry, the quick decisions your support team makes can have a profound impact on a customer relationship. Whether or not they make the right decision on the phone can be the difference between calming an upset customer or making them even more angry. One method businesses are utilizing to improve the number of positive customer interactions that happen every day is to leverage customer support systems.
Gainsight
JUNE 11, 2019
We’re starting to see more and more often Customer Success teams serving as the intersection between all kinds of departments Marketing, Product, Sales, and Support. What’s the one thing these teams have in common? The customer, of course! So it makes sense that this is happening—both organically and as part of a customer-centric strategy.
ProProfs
JUNE 12, 2019
John Mitchell , the Chairman of the Department of Science at the Lincoln High School in Harrison in CountyWest Virginia was facing a problem. He had 125 classroom students and over 700 21st century students from around the world. Teaching them was not an easy task using conventional methods. He needed a mechanism for these students to visit his science website and take tests.
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
DMG Consulting
JUNE 11, 2019
Three Pillars of AI for Contact Centers. 5/22/2019. By Donna Fluss. View this document on the publisher’s website. Artificial intelligence (AI) is a very broad concept and set of technologies, which must be targeted to a specific challenge in order to be effective. This means that the solution must utilize at least one of three pillars of AI for the contact center: natural language understanding/generation/processing (NLU/NLG/NLP), machine learning and real-time analytics.
The DiJulius Group
JUNE 12, 2019
The World At Your Service Celebrity Cruises’ service vision statement is “The World At Your Service.” Given that philosophy, it is no surprise that they have been selected as “Best Premium Cruise Line.” However, Celebrity, a client of The DiJulius Group, understands that the employees must experience world-class service on the inside first, long before.
Gainsight
JUNE 13, 2019
It’s crystal clear that your partner channel is an asset to your company’s overall business revenue number. What’s murkier is the operational process to actually put those dollars in your pocket. Probably the first word that comes to mind when you talk strategy in growing revenue through the channel is upsell. But not all of your partners are ready to tackle an upsell strategy.
Customer Bliss
JUNE 14, 2019
How does a global consumer brand create value for its customers, consumers, and employees? In today’s episode, we talk to Chester Twigg , the first global chief customer officer at Johnson & Johnson. Chester shares that he was approached for the role because there was an internal recognition that it was a position that could truly add value to the business and the organization, to drive a more global consistency around selling.
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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.
DMG Consulting
JUNE 11, 2019
Question: I used to hear about multi-channel contact centers, now it’s omni-channel. Are they the same thing? Answer: While there are some surface similarities – both terms refer to contact centers that support customer interactions in more than one voice and/or digital channel – the differences are significant. Multi-channel contact centers manage each channel (e.g., voice, email, short message service (SMS)/text, chat, social media, messaging, etc.) in silos.
Customer Service Life
JUNE 10, 2019
Image by Amanda Powers from Pixabay. This article was originally published on CustomerThink on April 3, 2019. Click here to read the original. I have two scenarios for you regarding contact center quality assurance. In the first, imagine a manager or supervisor listening to a phone call and using a set of criteria to grade that call. They then add up all of the points and deliver that evaluation to the agent who handled the call.
Gainsight
JUNE 11, 2019
Pulse 2019 is over, but I’m still basking in the afterglow. Maybe it’s recency bias, but I truly believe it was our best Pulse ever and probably our best week ever as a company. If you were there, you know what I mean. If you missed it, I wanted to give you the top 10 highlights in this blog. 1. Customer Success Hit the Main Stage. We made it.
Fonolo
JUNE 11, 2019
While Black Friday and Cyber Monday may seem a long ways off, smart retail contact center and call center leaders are already planning for the variety of challenges this period poses. In 2018, Black Friday pulled in $6.2 billion in online sales and Cyber Monday saw $7.8 billion in sales (both record highs). Given these numbers, it’s unsurprising that calls to businesses rose more than 375% over the past two holiday seasons.
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
CSAT.AI
JUNE 12, 2019
As I write this, Tony Bennett is singing “Make Someone Happy” which I realize is the essence of this post and the point of customer experience. If you make customers feel good they are likely to stay and more likely to share, like, subscribe, re-post and buy more. Make Customers Feel Good Through Unique Experiences. Customers don’t just want products they want experiences.
Steven Van Belleghem
JUNE 11, 2019
KBC. I absolutely love the example of the KBC Mobile app that allows you to park in any Q-Park-parking without the need for a ticket, payment or any manual action. The only thing that you need to do – once – is to link your car’s licence plate to your existing account in KBC Mobile, and that’s it. After that, you can drive in and out of the parking’s buildings without doing anything: the barriers open automatically, and when you leave, the amount of your stay at the parking is automa
Customer Bliss
JUNE 12, 2019
In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?
CX Journey
JUNE 12, 2019
In today's post, I reveal the secret sauce for journey mapping success. Are you ready? There's a lot of bad press out there about journey mapping. And there's a lot of bad journey mapping (or what people think is journey mapping ). A few months ago, I shared my six-step journey mapping process. Remember, journey mapping isn't just a tool, it's also a process.
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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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