Callminer
JUNE 2, 2021
Deepening the connection between your customers and your brand should be your top priority when implementing an omnichannel customer experience strategy. Our latest blog explores how to do that.
The Belding Group
JUNE 3, 2021
If you are a leader in the healthcare sector, the best time to start developing your team’s adaptive resilience was fifteen months ago. The second best time is now. If you are in any other occupation, the time is still now. Shaun Belding | www.shaunbelding.com.
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Intercom, Inc.
JUNE 2, 2021
At Intercom, we start with the problem. But not every problem is created equal, and their solutions shouldn’t be either. Aligning on three things before diving into a solution can help ensure teams spend the right amount of time and energy solving every problem. We start every project with a problem statement that answers these questions: . What outcome does the customer want?
Inside Customer Service
JUNE 3, 2021
Note: Lessons from The Overlook is a periodic update on lessons learned from owning a vacation rental property in the Southern California mountain town of Idyllwild. It's a hands-on opportunity to apply some of the techniques I advise my clients to use. You can find past updates here. Finding a plumber for The Overlook is a struggle. We've had a slight leak under the kitchen sink for two months.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
Fonolo
JUNE 1, 2021
Keeping an in-person team motivated is tough enough. But what do you do when half or more of your agents are working from another location? READ THE FULL GUIDE: How to Foster Agent Engagement in a Hybrid Contact Center. (It's 100% free, we promise.). This is the reality contact centers are facing right now, as they navigate the post-pandemic transition back to the workplace.
Intercom
JUNE 1, 2021
Over the course of the past year, the customer support landscape has changed for good. As brick-and-mortar businesses closed worldwide, companies and customers alike had to pivot to digital-first ways of doing business. As a result, we’ve seen some major, long-lasting changes to how businesses and consumers communicate and build relationships with one another: The popularity of messaging channels is on the rise – messenger-based support is now the second most used support channel.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Help Scout
JUNE 3, 2021
Every time I need to buy a pair of jeans, I trick myself into thinking it’ll be an easy process. I’m sure I can simply order from the last place I bought them or just check a few stores. Inevitably, the place I ordered from last time changed something about the fit or material, and the in-store options are lacking. I end up making a bunch of trips, printing out shipping labels like it’s a part-time job, and still have no denim to show for the trouble.
Fonolo
JUNE 3, 2021
Call queues and hold times are a traditional part of the call center experience. But tradition doesn’t always stand the test of time ? as modern customer expectations evolve, businesses must change their service approaches accordingly. That’s where call-back technology comes in. This simple and powerful tool has been gaining momentum in the customer service world for its ability to lower call volumes, improve key call center metrics, and boost customer satisfaction.
Aquire
JUNE 3, 2021
What is the most pressing issue when it comes to customer experience? Many answers could fit, but still, one of the underlying goals is to increase efficiency in customer service. That’s because — whether your ultimate mission is to improve loyalty, increase revenue, or beat your competition — inefficiencies will always be a problem. The smoother the internal processes, the better for your KPIs.
Heart of the Customer
JUNE 2, 2021
If I could only ask you one question to determine if you’re a Change Maker, it would be this: “Tell me about your data.” Most of the more than 100 CX pros we interviewed in the course of our research last year responded with, “What do you mean?” Or they only mentioned survey data. But […]. The post Are Your “Averages” Obscuring Your CX Opportunities?
Speaker: Jason Cottrell and Brian Walker
Brands used to look for a commerce platform that could do everything. But over time, one vendor was no longer enough to meet a brand’s needs, so they added, and added, and added— and now it's essential that these vendors work well together. That’s composable, and it’s important to get it right. Customers and your board expect you to be in new channels and to adapt quickly to market change.
Steven Van Belleghem
MAY 30, 2021
One week into training, Zappos offers new hires their pay, plus a few thousand dollars to walk away if they don’t think they want to be part of the team. The idea is to weed out people who don’t buy into the esprit de corps Hsieh had created. Those who stay — and it’s about 97% of the trainees — adopt the corporate culture of customer service. Software company Workday boasts an amazing 98% customer satisfaction score for listening to customer feedback and adjusting its products to best meet cust
LitmusWorld
JUNE 3, 2021
Charting out your CX Excellence with a CX Maturity Roadmap: Part 1 The thing you need to remember about your CX journey is that it’s not something you can do when your whim takes over Read more… Charting out your CX Excellence with a CX Maturity Roadmap: Part 1 appeared on LitmusWorld.
Zendesk
JUNE 3, 2021
. . . Social media isn’t just the tool of teens—over the past year, it has quickly become one of the fastest-growing channels for customer support, with tickets up 181 percent since the start of the pandemic. Now, more than ever, customers are looking to connect with brands on their favorite social media platforms. In addition to meeting customers where they are, social media is a great method for customer outreach whether or not you pay to promote content.
The Customer Service Blog
MAY 29, 2021
Alexander Boris de Pfeffel Johnson is a British politician of Turkish descent. He was born on 2nd June 1964 on the Upper East Side of Manhattan in New York City, USA. In addition to his political work, he is also a popular historian, journalist and author. Johnson has been the MP for Uxbridge and South Ruislip since 2015. He also previously served as the MP for Henley from 2001 until 2008, and as Mayor of London from 2008 to 2016.
Speaker: David Nisbet, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Help Scout
JUNE 1, 2021
As a small business, keeping up with customer support can be a tough task. Though standard email applications like Gmail or Outlook may work initially to manage incoming customer requests, they don’t work as a long-term solution. You need a specialized tool. Help Scout’s small business help desk software lets you create stronger customer relationships, save time, and increase team productivity.
CommBox
MAY 30, 2021
A lead is more than just a random prospective customer. It’s one that has a high likelihood to grow your business. You just need to capture their attention, offer value, and demonstrate that your work or service will address their pain points. Lead acquisition is the cornerstone of an effective B2B marketing strategy, setting up a strong pipeline will guarantee you a stable growth rate.
Qmatic
JUNE 2, 2021
Imagine a scenario where your ability to receive appointments is continuously optimized. In this article, I'll explain why and how an advanced appointment scheduling system can help you better plan your staff and increase profitability.
Zendesk
JUNE 1, 2021
Customers want to feel seen and understood by the brands they love and buy. According to the Zendesk Customer Experience Trends Report , 76 percent of customers expect personalization during their online experiences, including recommendations based on their previous purchases. One way businesses can provide personalized experiences? Create comprehensive customer profiles.
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C3Centricity
JUNE 2, 2021
We have a treat for you today. It’s a guest post from the highly respected global experts on customer centricity, Alan Hale of Chicago. He writes about the importance of getting pricing right and generously shares twenty-four (!) factors to consider when pricing your product, service or solution. Over the past several decades, I have managed over 250 projects, and am currently serving as the President of Consight Marketing Group.
The DiJulius Group
JUNE 1, 2021
The following is one of my favorite stories that happened years ago at the first business I opened (and still own today) John Robert’s Spa. It really defined the type of above and beyond organizational culture I want every employee to have. A client shared a story about the time she walked into one of. Read Full Article. The post 5 Steps to Creating an Organization Obsessed with Going Above and Beyond appeared first on The DiJulius Group.
Provide Support
JUNE 1, 2021
The post 8 essential live chat features to improve your customer service appeared first on Provide Support Blog.
Kerry Bodine
JUNE 3, 2021
If you’re looking to level up your customer experience skills, you need to check out my online course, Customer-Powered Profits: 10 Lessons To Unlock The Potential of Customer Experience. Need a reason to click that link? Here are 10! I make customer experience concepts simple. You won’t find any highfalutin language or academic explanations in my course.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Totango
JUNE 1, 2021
Customer Success software helps your enterprise understand what matters to your customers. Being able to use your customer success data will enable you to better connect with your customers. The reality of the unique relationship you share with your customers is captured in the data your customer success software gathers, detailing usage rates, demographics, logged interactions, voice of customer data, and other key metrics.
ClientSuccess
JUNE 2, 2021
Asking for customer feedback is far and away one of the best tools in any SaaS organization’s arsenal for improving and optimizing the customer experience. After all, your customers are your best sounding board because they live the customer relationship every day. As CSMs and customer success leaders, it’s easy to get ‘too close’ to your project plans, issues, and implementation items that you lose sight of the bigger customer success picture.
Conversocial
JUNE 1, 2021
The retail industry offers the clearest picture of the digital reckoning of the past 12+ months - the world saw a growth in retail eCommerce sales of 27.6% worldwide in 2020. Enforced changes have brought about huge shifts in consumer habits and mentality that don't appear to be going back to the pre-pandemic norms. If we take that analysis and combine it with the findings from our State of CX Trends 2021 report , it gives a clear indication that introducing automation via private messaging chan
Hodusoft
JUNE 4, 2021
For most customers, banking is a part of everyday habit. Going to the ATM for ready cash, using debit and credit cards for purchases and monthly bill payments, transferring money to family and friends, the list is long. Customers share a relationship with their bank that runs for years, and sometimes through life. With countless transactions taking place each day meeting customer expectations with finite people at the other end is challenging.
Speaker: Blackberry, OSS Consultants, & Revenera
Software is complex, which makes threats to the software supply chain more real every day. 64% of organizations have been impacted by a software supply chain attack and 60% of data breaches are due to unpatched software vulnerabilities. In the U.S. alone, cyber losses totaled $10.3 billion in 2022. All of these stats beg the question, “Do you know what’s in your software?
Totango
JUNE 4, 2021
Use These Great Customer Engagement Ideas to Increase Retention. Engagement is key to retention and referrals. Here are seven great customer engagement ideas you can easily put into practice. We’ll show you how to multiply opportunities for engagement through strategies such as personalization, in-app messaging, customized promotions and loyalty programs.
The DiJulius Group
JUNE 3, 2021
What once was the customer service vision statement is now called the customer experience action statement. Why the name change? Vision is aspirational. Therefore, it has to be a call to action. Now, service means many things. It may refer to accounting, consulting, or something else. As an action statement, you want your employees to. Read Full Article.
TeamSupport
JUNE 1, 2021
People do business with people they like. That’s about the oldest known business strategy! And it still holds true today, particularly in B2B environments, although it may look a little different today than it did back when (quarterly business reviews over a Zoom call versus a two-martini lunch, for example). Just as any relationship takes time to build, developing a trust with your customers that feels almost like a friendship will take time as well.
Doing CX Right
MAY 30, 2021
If you want to transform your brand & gain a competitive edge, you need to elevate your customer experience skills & hire the right people. The post What CX Skills Are Most Important & How To Achieve Them appeared first on Doing CX Right.
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
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