CX Accelerator
MARCH 14, 2019
When it comes to Customer Experience (CX) work, it takes a very special type of person to be successful. Consider all the skills required to thrive in the role.data crunching, storytelling, journey mapping, process improvement, change management, strategic thinking, influencing behaviors, project management.the list goes on. It's essentially impossible for any one person to be strong in all of these areas.
eglobalis
MARCH 10, 2019
Creating a Simple and Simplified Customer Experience Culture. The post Creating a Simple and Simplified (S+S) Experience Culture: What needs to change first? appeared first on Eglobalis.
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Callminer
MARCH 11, 2019
While asking for direct feedback is a critically important component of measuring customer sentiment, surveys have several limitations for VOC tracking in your contact center.
Intercom, Inc.
MARCH 14, 2019
These days, progressive, modern marketers like you and me are always hearing about customer centric marketing. We know that it’s customers, not brands, who hold the power. And while it may be easy to grasp the concept of customer centric marketing, it is damn hard to live, breathe and consistently measure its impact across your business. Being “customer centric” can too often be little more than an empty rallying cry, an aspirational idea where insights are half baked, unshared and certainly not
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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.
CX Accelerator
MARCH 14, 2019
When it comes to Customer Experience (CX) work, it takes a very special type of person to be successful. Consider all the skills required to thrive in the role.data crunching, storytelling, journey mapping, process improvement, change management, strategic thinking, influencing behaviors, project management.the list goes on. It's essentially impossible for any one person to be strong in all of these areas.
eglobalis
MARCH 10, 2019
Creating a Customer Experience Culture - First change. The post Creating a Customer Experience Culture: What needs to change first? appeared first on Eglobalis.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Intercom, Inc.
MARCH 13, 2019
During your first wave of growth, your initial customers are very important. You have to build a product that solves a problem and works well for them. As you reach your next wave of growth, you need to continue to invest in those customers and in that product, and recognize that, in order to keep growing, you need that product to appeal to more people.
Beyond Philosophy
MARCH 15, 2019
Customers Are Irrational! Why? What Can We Do About It? Many times, when I talk about irrationality in customer behavior, people in the business-to-business (B2B) arena tune out. However, this is a mistake. All customers are irrational, whether they are making business decisions or consumer ones. This episode of The Intuitive Customer explores customer irrationality.
Fonolo
MARCH 14, 2019
The buying experience often gets the most attention in customer service. Conversions are the name of the game for most businesses, so it would make sense that importance is placed on the process leading up to a purchase. For example, retail brands focus heavily on ensuring that sales associates help shoppers find the right sizes, greet guests warmly, create quick and easy checkout processes, and include thoughtful touches like water bottles in change rooms.
Customer Bliss
MARCH 12, 2019
In lieu of alieu of a regular Daily Dose video, I want to share with you an excerpt from an interview I did last year with my good friend Laura Ortman—chief customer officer of Equinix —in which we discussed a wide range of topics including the future of customer experience, our role as customer experience leaders, and the experiences of women in leadership. .
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.
Intercom, Inc.
MARCH 12, 2019
A little over a year ago, I got the opportunity to start a new team within our sales organization – a team of Relationship Managers dedicated to growing our current customers at scale. The opportunity emerged out of a shift in how we practice sales. We had split into two distinct but complementary functions. We now had “hunters” who acquire new business and “farmers” who nurture existing business.
Totango
MARCH 14, 2019
Happy customers are in everyone’s best interests, particularly in today’s customer-centered economy. Because customers are empowered to walk away at a moment’s notice, they have high expectations. They want to be able to communicate with your business through the channels of their choice. They expect you to reply to their communications quickly and resolve escalations in a timely manner.
Fonolo
MARCH 12, 2019
After graduating from university, I spent a sun-soaked 18 months living in Southern California. Having moved from Ireland, my family and friends back home were interested to hear what I liked and disliked about my new life “state side.” They did not expect to hear about my adoration for the supermarket chain Trader Joe’s , which happened to be conveniently located two blocks from my apartment.
Lumoa
MARCH 12, 2019
Do you send Net Promoter Score surveys by email? Check out the best tips on NPS email surveying and improve your overall NPS ratings.
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.
Intercom, Inc.
MARCH 15, 2019
Building great relationships with your customers and offering them world-class support depends on a lot of things, but one of the most important is the quality of the conversations you have with them. If those conversations are inconsistent or unsatisfactory, you will struggle to make valuable, long-term relationships with your customers. To ensure that conversation quality stays high, however, you have to be able to measure the quality, and that can be quite challenging.
Totango
MARCH 12, 2019
When a customer buys your product or subscribes to your service, you need to impress them—fast. Customers form opinions based on their first experiences with a product, so if they get a bad first impression, it can be difficult to change their minds. Customer onboarding is the period after a purchase when your customer is getting to know your product or service.
Taylor Reach Group
MARCH 12, 2019
By Colin Taylor. The month of March is now upon us and the predictions and prognostications for the new year are pretty well behind us. But before we bid adieux to the pundits’ predictions and Top 10 lists, I will add my voice to the collective noise. Predictions are challenging and dangerous; people remember and can take great delight in pointing out missed predictions.
The DiJulius Group
MARCH 13, 2019
Announcing the Speaker Lineup For The 2019 Customer Service Revolution! The two most important words in customer service are empathy and compassion. It is important to train your team members to operate with empathy and compassion throughout every customer interaction. The DiJulius Group recommends creating a Day in the Life of a Customer video in. Read Full Article.
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
ProProfs
MARCH 14, 2019
“Costs do not exist to be calculated. Costs exist to be reduced.” – Taiichi Ohno, Japanese engineer & businessman. Cost is a primary consideration for most organizations, which need to adopt any software tool. This is especially true for startups and small enterprises with limited resources. Once you get the cost factor right, everything else becomes easier to manage.
Gainsight
MARCH 12, 2019
Just how accurate are online review aggregators, anyway? If you pull up Google or Yelp for a restaurant, say, you’ll get an aggregate of stars from one to five, the number of reviews counted, and any number of written reviews and qualitative feedback. Dig deeper, and you may find responses from the restaurant, a policy for filtering out bogus responses (usually through a combination of software and human intervention), an easy way for you to leave your own review, and maybe an explanation
Heart of the Customer
MARCH 12, 2019
At Heart of the Customer, we’re pleased to introduce our forthcoming book on journey mapping best practices! Journey mapping opens up extraordinary avenues for business growth, but only when done wisely and well. Through insight from CX pros, extensive research, and real-world case studies, you can learn the best way to capture your customers’ experiences […].
Customer Service Life
MARCH 15, 2019
This article first appeared on CX Accelerator on January 7, 2019. Click here to read the original post. I’m not known for being quick on the uptake by those closest to me. A couple prime examples include long division and driving a stick-shift. When my only option was a manual transmission, my parents just sort of cut me loose on the streets of Rancho Cucamonga, California to learn to drive (Yes, I already had my driver’s license but on an automatic transmission).
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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.
Customer Bliss
MARCH 15, 2019
Does your organization have a system in place for measuring customer churn ? In today’s episode, I chat with Chelsie Rae Lee , Senior Vice President of Customer Strategy at SnackNation , a subscription service that delivers snacks to homes and offices. In this sense, SnackNation is a B2B2C company, as it partners with grocers and other businesses, while also selling directly to consumers.
CX Journey
MARCH 13, 2019
Image courtesy of CX Network Today I'm pleased to share a guest post by Chanice Henry of CX Network. According to CX Network’s latest Annual Global State of CX Report , showing return on investment (ROI) from CX projects is one of the top challenges troubling CX practitioners. The report saw nearly 270 responses from the CX community, with each participant providing insight on the trends, challenges, and investments shaping customer experience.
ProProfs
MARCH 13, 2019
Software is a great combination between artistry and engineering. Bill Gates. These days, there is a buzz around SaaS LMS. Cloud-based LMS platforms are leading the way in providing solutions to today’s fast-paced learning & development (L&D) environment. According to a study by Research and Markets , prominent software vendors have come up with advanced LMS features such as seamless communication and collaboration that simplify learning management.
Fonolo
MARCH 13, 2019
Text-based communication plays a growing role in customer service. There are several big questions around how it will evolve. The most important one, in my mind, is how text should work alongside voice. What is the ideal arrangement between typing and talking? The second big question is: What channel will carry the messages? We have four broad categories: Web-based chat, SMS, social media (e.g.
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
Confirmit
MARCH 12, 2019
Last week we joined insights, research and marketing professionals from around the world at the Marketing Week Insights Show in London. It’s a huge event which covers an incredible amount of ground over the space of a couple of days. From Confirmit’s perspective, we’re there to talk Customer Experience , insights, Voice of the Employee and anything to do with bringing together data to help businesses make better decisions.
UJET
MARCH 14, 2019
UJET previously discussed issue complexity and urgency for customer support. There isn’t an ideal single channel for customer support because issues all have different levels of complexity and urgency.
ProProfs
MARCH 13, 2019
Has it ever occurred to you what happens to the personal info you fill in when you make an online transaction, or order food online, or sign up for any service, or fill up forms for a eLearning course , or take a quiz or a survey , etc.? Let us pull up the curtain to show you what really happens to the data you enter on the web. Your valuable information can be gathered by anyone, anytime with the assistance of AI, Internet of Things (IoT), or IoT connected devices.
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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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