Qmatic
APRIL 5, 2023
Instead of guessing what your customers want and how you can enhance your interactions with them, wouldn't you rather know? While soliciting feedback can be a hair-raising experience, it's also one of the best tools in your arsenal for building better customer experiences.
Adrian Swinscoe
APRIL 4, 2023
Today’s interview is with Nadia Ness, who is Global Head of Transformation (Customer Support) at Ikea. Nadia joins me today to talk about transforming IKEA’s customer […] The post The crucial role of constant storytelling and change management in our transformation – Interview with Nadia Ness of Ikea first appeared on Adrian Swinscoe.
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The DiJulius Group
APRIL 3, 2023
At most companies, policies and processes are put in place to deal with employees who exhibit sloppy, unprofessional, or irresponsible behavior. But if you avoid or move these people out, you don’t need so many rules. If you build an organization made up of high performers, you can eliminate most controls. The denser the talent, Read Full Article The post Want Your Leaders To Be More Successful?
Futurelab
APRIL 4, 2023
As those who follow me know, I am quite passionate about Voice of the Customer (VOC) Programmes being set up correctly to drive action, engagement and ROI. I have given many speeches, presented at least 50 webinars in 3 languages and given advice to dozens of companies around this topic. In 2020 we also dropped a first whitepaper around this. We have now published a fully revised and extended version of our whitepaper, which you can download here.
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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.
Customer Think
APRIL 7, 2023
Creating mobile-friendly websites is more important today than it has ever been. If you’ve been putting off optimizing your company websites for mobile users, here are some of the reasons why you should make that a priority today. 1.
C3Centricity
APRIL 4, 2023
Emotional Intelligence, or EQ, has emerged as a critical factor in driving business growth by enabling organisations to develop more meaningful customer relationships. In today’s ever-changing business environment, organisations seek innovative ways to differentiate themselves from their competitors. While many companies focus on improving their products, services, or technology, the key to long-term success lies in understanding and engaging with customers at a deeper level.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Futurelab
APRIL 4, 2023
As those who follow me know, I am quite passionate about Voice of the Customer (VOC) Programmes being set up correctly to drive action, engagement and ROI. I have given many speeches, presented at least 50 webinars in 3 languages and given advice to dozens of companies around this topic. In 2020 we also dropped a first whitepaper around this. We have now published a fully revised and extended version of our whitepaper, which you can download here.
Customer Think
APRIL 4, 2023
Hiring in today’s market can feel like an uphill battle, but many leaders believe they must keep at it to ensure their businesses’ success.
C3Centricity
APRIL 3, 2023
A research paper is basically an protracted essay that typically presents or supports your interpretation or debate in need of a certain topic or subject. For instance, if you are writing an essay on psychology then you’ll use what you’ve learned about psychology and also what other professionals have said about it to write an effective research article.
CSAT.AI
APRIL 5, 2023
Like most industries, customer service has its own jargon – chock full of acronyms (context is everything). Here is a customer service dictionary of 65 common terms and acronyms with some links if you want to go deeper. Abandonment Rate: This metric measures the percentage of customers who abandon a call or interaction before it is completed. Agent: see Customer Service Agent (CSA) Agent Life Cycle: The total time an agent is with their employing company.
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.
Totango
APRIL 6, 2023
It’s no secret that businesses have been hit hard in 2023. With budgets being cut, staff being laid off, and sales cycles getting longer, many businesses are feeling the pressure, especially in the tech sector. To survive this tough “do more with less” climate, companies are turning to their customer success (CS) teams to ramp up their customer retention and expansion efforts.
Bill Quiseng
APRIL 5, 2023
QUI QUOTE: As their leader, the value to your employees is in their personal interactions, not your business transactions. For their well-being, employees want emotional remuneration, not just financial ones. Don’t ask them, “What can you do for me and my business?” Instead, ask your employees these two questions: “What do you think? and “What can I do for you?
Customer Think
APRIL 7, 2023
The CRM Value Chain is made up of three Core Processes supported by five Enablers, all of which contribute to the goal of driving up customer profitability. We explored the idea of customer profitability in our first article. In this second article, we dig deeper into the three Core Processes.
The Customer Service Blog
APRIL 6, 2023
Andrew Tate is an American-British former kickboxer, who is now a hugely successful businessman and internet personality. The son of chess master Emory Tate, Andrew was born in 1986, in Chicago, Illinois, and raised in Luton, England. According to research conducted by Google, Andrew Tate is one of the most searched-for individuals on the internet, where he is very active on sites such as TikTok, Twitter, Instagram, and YouTube.
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.
Lumoa
APRIL 6, 2023
Relationships between customers and brands are the foundation of customer experience (CX) success. To ensure that customer experience is successful, companies must focus on creating strong relationships- by understanding customer needs and providing exceptional service. So how do you ensure that all your customer experience (CX) initiatives are successful?
Heart of the Customer
APRIL 6, 2023
Last week I spoke about how to get distribution executives to care about customer experience (CX). Now, I’m turning to the related field of manufacturing. Many manufacturing companies also offer distribution, so make sure to review that post, too. This week, I will dive into the specific impacts of CX in traditional manufacturing – and […] The post How Do I Get Manufacturing Executives to Care About CX?
Customer Think
APRIL 4, 2023
(Notice: ChatGPT’s creators, OpenAI, in mid-March launched an advanced version, GPT-4, that is “more capable and accurate than the original ChatGPT,” according to The New York Times.) Online robots can answer a lot of on-the-spot consumer questions. But can they ensure a better customer experience for retailers? ChatGPT is about to learn the truth.
Myra Golden Media
APRIL 6, 2023
Breaking bad news is one of the most challenging aspects of customer service. It’s always challenging to tell a customer that their product is out of stock, their order is delayed, or their service is canceled. However, as a contact center representative, it’s your responsibility to deliver this news in a way that’s sensitive, empathetic, and effective.
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
Lumoa
APRIL 4, 2023
For a business to flourish, it has to understand its customers well enough to market effectively to them. One of the best ways to do that is through a customer profile analysis. Simply put, this process closely examines current and potential customers’ characteristics, traits, and preferences. Analyzing such data helps businesses learn the ins and outs of their target audience—and a company that knows its audience can further its own growth.
Taylor Reach Group
APRIL 4, 2023
by Colin Taylor & Peg Ayers Implementing a new system is one of the biggest risks in a Contact Center. The old system may not have been great, but at least we knew what it could do, and we knew how to do it. Now what? In our years of assisting clients in avoiding the risks and creating successful implementations, we at the Taylor Reach Group have identified eight keys to successful implementations.
Customer Think
APRIL 6, 2023
In a 2021 paper published by The B2B Institute, Professor John Dawes, Associate Director at the Ehrenberg-Bass Institute for Marketing Science, described what has come to be called the 95:5 rule. The rule states that up to 95% of business buyers aren.
Myra Golden Media
APRIL 5, 2023
When managing phone calls, signposting can make all the difference between a smooth and efficient conversation and a frustrating and confusing one. Signposting is the art of guiding the conversation using clear and concise language to let the caller know what to expect next. It’s a crucial skill for anyone who frequently takes calls, such as customer service representatives, salespeople, or receptionists.
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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.
Lumoa
APRIL 4, 2023
A customer engagement strategy is vital to increasing customer loyalty and driving revenue. It will help you build relationships with existing customers. You’ll also attract new ones and create more opportunities for repeat purchases. Ultimately, it raises customer satisfaction with your brand. But it’s not something you create on a whim. You must plan, think creatively, and understand your customers to build your strategy.
TeamSupport
APRIL 7, 2023
We’ve all been there. Unlocking our phone, opening the Uber or Lyft app, and ordering a ride. When we do so, both the driver and rider are agreeing to certain terms and conditions: picking the rider up within a designated time frame, how much the trip should cost, an estimated arrival time, and delivering the rider to their destination safely. This agreement of sorts is similar to Service Level Agreements (SLAs), which ensures service obligations and promises are kept.
Customer Think
APRIL 3, 2023
Customer satisfaction is a hotly debated topic in the marketing world. Some business owners consider a lead “satisfied” when they purchase a product or service from their online store. In reality, satisfaction can end long after a customer’s first order. Here’s something to think about; what do people do when they’re unsatisfied with a product?
Intercom
APRIL 6, 2023
Fintech has become a major force in the finance industry. A new wave of startups has introduced new and innovative ways to manage finances that have challenged the traditional banks, developing products and services that offer new opportunities for both consumers and businesses, and providing more convenient ways to manage finances without being bogged down by legacy systems and red tape.
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
Lumoa
APRIL 4, 2023
This is Carlos del Corral , CEO and co-founder of Lumoa. And I have some very exciting news to share! By now, we have all heard about the new generative AI solutions that have taken the market (every market) by storm. OpenAI and its ChatGPT product first and foremost. In fact, if you are on LinkedIn, there is probably not much else you have read about in the past few months.
ModSquad
APRIL 5, 2023
Self-service – or Tier-0 – customer support is attractive for many reasons for both you and your customer. For customers, this sort of deflection technique is typically the fast way for them to resolve their issues. It empowers them and increases satisfaction. For you, it typically translates to lower CS costs and higher CSAT scores. What happens when a customer needs more?
Customer Think
APRIL 7, 2023
The tide appears to be turning. In recent times, CMOs focused on innovation and growth, yet now economic uncertainty and the financial climate are making marketers take a long hard look at themselves. And when they do that, they focus on two things: the customer and revenue. As marketers, we exist for our customers.
CX Network
APRIL 5, 2023
Learn how cutting marketing and acquisition costs could end up costing you more in the long-run
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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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