Intercom, Inc.
MARCH 12, 2018
Change aversion is a concept well known to designers and product managers. It’s the negative reaction users have to changes in your product, whether that’s functional changes such as updates to product features, or interface changes such as visual redesigns. History is littered with cautionary tales of introducing change. When Twitter changed its “faves” icon from stars to hearts, users threatened a mass exodus.
Callminer
MARCH 15, 2018
We decided to take a deep-dive into the latest debt collection industry figures and statistics to get a glimpse of the current state of debt collection.
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Beyond Philosophy
MARCH 16, 2018
You know that old saying about what you make of you and me when you assume something? Well, it turns out, that economists made quite an assumption for years: that people were entirely rational in their decision making. However, they were wrong and we know they were because of the scientific method. Best of all, the truth is fairly simple and makes a lot of sense.
C3Centricity
MARCH 15, 2018
Did the title about data make you curious? Great! Of course, in today’s data-rich environment I’m not really suggesting that you actually ignore it! However, in working with clients around the world and in numerous industries, I have found that many are lost by the wealth of information that is available to them. In fact it seems to drown out their reasoning of what to do and they remain frozen in indecision.
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
Intercom, Inc.
MARCH 13, 2018
For all the time and money we spend attracting customers to our website, isn’t it odd how little we spend trying to convert them? According to an eConsultancy report , for every $92 spent acquiring prospects only $1 is spent converting them. Sure, that dollar could give you returns in spades, but in reality the odds of that are no better than a craps table in Las Vegas.
Callminer
MARCH 12, 2018
When you want to hear what your customers truly have to say, you are on the path to transforming your business.
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
MARCH 12, 2018
I once chatted with QVC about the status of a return. I just wanted to confirm that my return was received, but I walked away from the chat session with a WOW reaction. The WOW started with this message from the Representative: “Ms. Golden, I’m so sorry the camcorder hasn’t been processed yet. I know you’re anxious to have this completed. The return processing time can take up to 17 days from the date an order is returned to QVC.
Intercom, Inc.
MARCH 14, 2018
Prior to joining Intercom as a Product Manager, I had never run a structured beta. When it came to finally running my first one, I was surprised to find very little information online that could help me. I’ve run a lot of successful betas now but I learned my craft through tribal Intercom knowledge, built up by other Product Managers over the years.
Return Customer
MARCH 14, 2018
You probably already know how important the voice of the customer is for your business, but are you placing equal importance on finding the time to read them? Reading your reviews can do wonders for your business, and in this post, you’ll learn why. Here are three critical reasons to be reading your customer reviews. 1. You’ll Gain Invaluable Insight.
The DiJulius Group
MARCH 14, 2018
For employers faced with high staff turnover, it can be easy to point the finger at millennials. Millennials have gotten a bad reputation for being entitled job-hoppers who constantly need praise and recognition. It is my duty as a hard working millennial to defy the stereotype and recommend retention guidance to my clients. In order to. Read Full Article.
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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.
Myra Golden Media
MARCH 15, 2018
If you’re on a call with a customer, and more than three, or four seconds go by, and you haven’t said a word, that’s called dead air space. You’re working… you know that. But for the customer, dead air space feels awkward. So we need to learn the best way to fill the silent seconds. Today, I’ll show you five ways to avoid the uncomfortable dead air space. 1.
Intercom, Inc.
MARCH 16, 2018
Sometimes your customers really want to use your feature or product, but they also want something else that simply isn’t compatible with it. People really want to be slim and healthy, but they also really want soft drinks and fast food. McDonalds and Weight Watchers are selling wildly different products, but they’re competing for the same customers.
PeopleMetrics
MARCH 12, 2018
Do you ever wonder if you're doing as well as your competitors? Of course you do! This is the familiar exercise of external benchmarking, or comparing key metrics of your business against others in your space. Business leaders use this all the time as a way to set standards for performance evaluation on metrics such as Net Promoter Score (NPS) or overall satisfaction; and many look to external benchmarking results as key indicators for how to improve customer experience.
CX Journey
MARCH 13, 2018
Image courtesy of Pixabay I originally wrote today's post for CallidusCloud. It appeared on their blog on December 6, 2017. The good news is, more and more company leaders are starting to get that they need to focus on the customer experience; the bad news is, many – most – are still struggling with the concept , choosing instead to focus on sales, metrics, and maximizing shareholder value.
Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali
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.
Myra Golden Media
MARCH 15, 2018
I was chatting with a company about a price drop. I’d bought something for my Dad and had it shipped directly to his home. Two days after the shipment arrived, I saw on the company’s website that the price had dropped by $20. So I reached out over chat, and this is what I was told: “We are constantly looking for the best prices to offer our customers, and that sometimes means a lower price is featured.
Intercom, Inc.
MARCH 15, 2018
As a startup scales, the importance of infrastructure engineers simply can’t be overstated. They’re the ones making sure your app is secure, that uptime looks good, and that the rest of your engineering org has the right tools to build features your users need and want. Will Larson has managed infrastructure teams for some of the biggest names in software.
Beyond Philosophy
MARCH 16, 2018
Too many organizations don’t know what customers really want! They blindly undertake research and then wonder why the rest of the organization ignores it. Colin Shaw & Professor Ryan Hamilton discuss why this is the case and what organizations should be doing to ensure success. The post Why Don’t Organizations Understand Their Customers?
Confirmit
MARCH 12, 2018
In this webinar, Claire Sporton, SVP CX Innovation speaks to some of the winners of the 2017 Awards to learn more about their Customer Experience program and the impact it has had on their business. Most importantly (we think!) they also talk about what winning an ACE Award meant to their business and provide ideas to help you complete your submission.
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.
Myra Golden Media
MARCH 15, 2018
Psychologists talk about what they call the Communication Chain. The Communication Chain says that when a person puts out a verbal message, they expect a response to that message. That first message is a link in the communication chain. If there’s no response to the link, the chain is left unlinked or broken. Let’s say that instead of reading this email, you’re a participant in one of my workshops.
Customer Bliss
MARCH 15, 2018
I’m so excited to say that the podcast is nearing its 100th episode! I’ve had the pleasure of interviewing customer experience leaders and industry trailblazers who’ve greatly contributed to the field. From detailing customer journey mapping, to assessing the work to be done in their first few months on the job, there’s so much I’ve learned from my guests.
Taylor Reach Group
MARCH 13, 2018
Customer Experience and Contact Center consulting firm, The Taylor Reach Group , Inc., is designing an Agent On-Boarding Training Curriculum. TORONTO (PRWEB)March 13, 2018. The Taylor Reach Group, Inc., a globally acknowledged and leading Contact Center and Customer Engagement consulting agency, announced today that they have secured a Contact Center Agent Training Re-Design agreement with one of Canada’s largest, licensed Medical Marijuana Producers.
Fonolo
MARCH 15, 2018
If you’re on the hunt for great talent, you’ll appreciate how time consuming the hiring process can be. This is the starting point to finding your next great employee, someone who will take part in influencing the company culture and success – that’s no easy feat. Unfortunately, the contact center space is one that experiences great churn, making the interview process even more critical.
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
Kerry Bodine
MARCH 16, 2018
“Give me an example of a company that’s made a complete turnaround to embracing their customers.” This request always makes me chuckle. I wish I had an answer, I really do. But the sad reality is that I don’t know of a single organization that’s customer-centered through and through—except for the ones that started out that way. In Outside In , my co-author and I included over 80 case studies and examples precisely because no single company had put all the necessary pieces together.
Provide Support
MARCH 14, 2018
4 Dimensions of Customer Trust. Put simply, high trust is a dividend; low trust is a tax. In fact, in our increasingly low-trust world, trust has literally become the new currency of our global economy. — Stephen M.R.Covey. Digital innovation has transformed today’s business world: it has changed business environment and performance, as well as the whole landscape of customer choice.
DMG Consulting
MARCH 16, 2018
Reality Check: WFO Solutions Must Be Rebuilt From the Ground Up. 3/9/2018. By Donna Fluss. View this document on the publisher’s website. A truly multitenant architecture—supporting cloud, on-premises, and hybrid solutions—is becoming a necessity. Workforce optimization suites continue to evolve to keep pace with the needs of the market, and today that means innovations intended to align WFO suites with the ongoing digital transformation occurring in enterprises of all sizes.
Fonolo
MARCH 13, 2018
Twilio unveiled Flex, its new call center product yesterday and it definitely lived up to the anticipation that has been building since the rumors started last month. Our two stories on it Twilio Shakes Up the Cloud Call Center World with Flex and The Twilio / Amazon ‘Stack’ Will Dominate the Next Call Center Era broke our traffic records, so we knew the interest level was red hot.
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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.
Kerry Bodine
MARCH 14, 2018
One recent attendee called our journey mapping bootcamp “an MBA on steroids.” On May 16 & 17, join us in the heart of Chicago to find out why. Our signature two-day bootcamp is jam packed with content and exercises that will answer these questions: Why are customer journeys (and journey maps) important? What makes journey maps effective? How can you create journey maps?
SugarCRM
MARCH 12, 2018
With the advent of social networks, our ability to maintain connections with people has grown by orders of magnitude. As one friend of mine put it, “I now have more friends from high school on Facebook than I had in high school.” According to a study of LinkedIn users by Statista, 28% of LinkedIn users have 1,000 or more connections. Fifty-five percent have 500 or more connections.
DMG Consulting
MARCH 16, 2018
DMG Consulting Releases 2018 – 2019 Workforce Management Product and Market Report. 3/12/2018. Strong momentum driving market growth and investment. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2018 – 2019 Workforce Management Product and Market Report.
Customer Bliss
MARCH 16, 2018
More organizations are adding the chief customer officer role to their C-Suite, and being responsible for bringing on this new high-level executive is no easy feat. To start, it’s a role that not all CEOs have figured out how to incorporate into the business. On top of that, the purpose of the CCO is to be a change agent within the organization, which inevitably stimulates more engagement from the C-Suite and team leaders.
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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