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.
ECXO
APRIL 2, 2023
Improving Customer Experience though Continuous Loop Improving Customer Experience though Continuous Loop Although the concepts of Continual Service Improvement and Closing The Loop have different roots they share the fundamental focus on gathering input and feedback for insights on how to improve the way organizations create and deliver products and services to customers.
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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.
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.
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
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?
ECXO
APRIL 2, 2023
Improving Customer Experience though Continuous Loop Improving Customer Experience though Continuous Loop Although the concepts of Continual Service Improvement and Closing The Loop have different roots they share the fundamental focus on gathering input and feedback for insights on how to improve the way organizations create and deliver products and services to customers.
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.
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.
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?
Beyond Philosophy
APRIL 1, 2023
This Podcast produced in partnership with Zuper™. You are probably underestimating the importance of a vital part of your Customer experience. Most organizations do. However, neglecting to address it can have negative impact on your customer satisfaction, customer loyalty, and customer advocacy. Dying to know what it could be? Well, the area that is often underestimated in importance is the impact of your field service engineers.
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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.
Zendesk
APRIL 3, 2023
The world of retail is in a time of change. It’s no longer enough to simply offer a great product—your customers demand much more. In the flooded market with almost endless options, many retailers are competing on the quality of their service. This is where retail customer engagement plays a vital role. In this guide, learn more about customer engagement and its benefits, discover strategies for success, and see real-life examples.
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.
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.
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.
Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin
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.
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 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: 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.
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.
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.
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.
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.
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
Lumoa
APRIL 3, 2023
We are thrilled to announce our new partner: B2B Customer Experience Agency. By combining expertise in B2B customer experience with Lumoa’s powerful platform, we can create exceptional customer experiences that drive growth. We recently had the pleasure of interviewing Anna-Maija Tanninen , founder of B2B Customer Experience Agency. We asked Anna-Maija what inspired her to start her own company and how she supports her customers to take the next step in CX. “B2B Customer Experience Agency
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.
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?
C3Centricity
APRIL 1, 2023
I’m going to supply you with the easiest and fastest way to compose your essay for me personally, and it can be certain to impress the people at the school. Do not even bother paying for a mentor or anybody else in that field – there are not any shortcuts which are needed to do this, so take my advice on what I am about to let you know in your benefit.
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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.
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 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.
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: 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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