Callminer
NOVEMBER 19, 2018
Marketing analysts are often expected to predict the future, and, fortunately, tools like interaction analytics are available that can help them do just that.
Intercom, Inc.
NOVEMBER 19, 2018
For salespeople, your sales pitch is crucial – above all else, it must be crystal clear what you’re trying to sell and what the value is to your prospective customer. This clarity from the start is critical, because that early impression shapes everything that follows – according to Forrester , the first viable vendor to reach a decision maker and set the buying vision has a 74% average close ratio.
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Beyond Philosophy
NOVEMBER 22, 2018
I have a rule with large purchases; I always sleep on it. I do it to ensure I want to make the purchase and not merely susceptible to a sales technique. Plus, it’s a significant expenditure, and I don’t want to make a mistake. This rule works well for me. Your customers have rules, too, and they use them in your Customer Experience. Understanding how and why customers are making these rules can help you provide the type of Customer Experience that makes buying from your organization the customer
CX Accelerator
NOVEMBER 21, 2018
I always love the thanksgiving season, but this year it's extra special. This has been a phenomenal year for CX Accelerator and the CX industry at large. I can't image a better field in which to work - improving people's lives through great experiences. When you boil it down, Customer Experience is simply doing the right thing. It’s putting others before yourself.
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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.
Retently
NOVEMBER 21, 2018
Do you know how many customers talk about your brand to others in a positive light? Do you capitalize on that information to drive more sales, brand engagement, and to attract new clients? Over the past years, it has become clear that advocacy marketing is vital for a brand’s development and its ability to stay relevant in its niche. What Is Advocacy Marketing.
Intercom, Inc.
NOVEMBER 20, 2018
In the early stages of most SaaS startups’ lives, the CEO or founder often acts as the initial head of sales. This makes sense given the likely resource constraints and the value to be gained from getting in front of customers from day one. As Jason Lemkin puts it , “The CEO/founder should close at least the first 10 (or 20 or whatever) 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.
Myra Golden Media
NOVEMBER 23, 2018
I haven’t stepped into a Starbucks since two African American men in Philadelphia were arrested for merely being black in Starbucks back in April. But Starbucks isn’t the only company with issues with insensitivity. Consider three of my recent experiences with companies. It’s Not Okay to Crop My Afro Out of Your Corporate Images. Minutes before a workshop, I was seated stage-right as my client gave me an impressive introduction to the audience.
Heart of the Customer
NOVEMBER 19, 2018
Like many CX consultants, I’ve seen my share of maturity models. Most are really good at showing all the things you’re not doing. Typically, the sponsoring company offers to help by selling you useful consulting services to help you move up the model. Whether it’s Temkin Group’s CX Maturity Model, Forrester’s six-step CX Management Maturity exam, or MaritzCX’s CXEvolution, the complex models help you evaluate your program, and each is compelling in its own way.
Intercom, Inc.
NOVEMBER 20, 2018
The days of waiting several hours on hold to speak with a support or sales representative are now (mostly) over. The monotone “Please hold the line, your call is very important to us” message has now be replaced by real-time messaging. You can message companies on social media just like you’d message your friends. You can resolve complex issues through live chat in a matter of minutes.
Fonolo
NOVEMBER 20, 2018
There is no question that customer service is changing quickly. From website FAQs, to live chat options, to social media platforms, there are an increasing amount of channels which consumers can use to reach out for help. Still, even with all of these bells and whistles, nothing beats the emperor of all customer service options: Speaking to an actual human being.
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.
ProProfs
NOVEMBER 18, 2018
With emerging competition in the world of digital marketing, marketers finding it challenging to generate new leads. Quizzes are not only fun and interesting. Rather, they are valuable for marketers to engage audiences and capture leads. Today, businesses experiment with quizzes to generate leads through audience interaction and engagement. Social media has taken to quizzes with much excitement and efficiently draws in a large audience.
Chip Bell
NOVEMBER 20, 2018
Standing on the banks of a magnificent river, your imagination can run wild. A mighty river can take you many miles, connecting you with countless ports and people along the way. Rivers are still an important source of commerce transportation. It is the source of electric power in many places. Just, consider of all the stories told about the Mississippi river running over 2000 miles from Minnesota to the Gulf of Mexico near New Orleans.
Customer Bliss
NOVEMBER 23, 2018
While many of us are taking some much-needed downtime this week, I want to thank all of you for listening to the podcast. I truly appreciate your support; it helps keep this show going! Of course, I’m grateful for having the opportunity to meet and chat with all of these wonderful guests who share their wisdom, strategies, and tactics with us.
Fonolo
NOVEMBER 22, 2018
Consumers love to communicate with each other over text channels and, according to recent studies , they are eager to use this mode of communication to interact with businesses. There are three main forms of text-based communication battling for the future: Mesaging, chat, and texting. As a result, the world of messaging remains very fragmented (especially when viewed globally).
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.
UJET
NOVEMBER 21, 2018
Having a wealth of data at your fingertips will help build a more comprehensive picture of how customers interact with your service. It's important to seek out ways to learn more about your customers and their preferences as they use your product or service.
Steven Van Belleghem
NOVEMBER 20, 2018
Since the founding of the internet, one of the primary challenges has been to help people get the information they want and need. Google was the first major company to solve this for search, which has contributed to their huge rise. But that was the first generation, pre-AI. Already, though, AI can help remind you about getting to your appointments on time, by incorporating information from your schedule and publicly-available traffic information.
Customer Bliss
NOVEMBER 20, 2018
In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. The following is a lightly edited transcript of the video below. In my latest book, Would You Do That To Your Mother?
Fonolo
NOVEMBER 21, 2018
A number of call center companies reported earnings in the last few weeks, so it’s time once again for an informal, semi-regular, not-at-all-intended-as-investment-advice look at what’s going on. Twilio and RingCentral both had a bumper crop of news and their stock prices have reflected that; this continues the momentum from the last time we talked about them.
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
CX Journey
NOVEMBER 21, 2018
Did you know that journey maps are more than a tool? I've written previously about 11 myths and mistakes about journey mapping: 5 Myths of Journey Mapping 6 Bonus Myths of Journey Mapping I should add one more myth, which is really the umbrella myth that likely encompasses all the others: Journey mapping is just a tool. Nope, it's not just a tool; it's not just a workshop: it's a process.
Hodusoft
NOVEMBER 21, 2018
Communication is the key to business success and it is just as important for smaller companies as it is for larger ones. IP PBX is often perceived as a communication tool meant only for larger enterprises. That traditional IP PBX system represents significant investment has been deterrence for widespread adoption by smaller companies and even SOHO businesses.
Confirmit
NOVEMBER 20, 2018
Late last month I joined my Aussie colleagues in Sydney for the Chief Customer Officer event. It’s a fantastic event with a brilliant line-up of speakers, from Westpac to Tesla to SumoSalad. It was great to see so many customer-focused people together, all looking for ways to build better customer experiences. Of course, we weren’t just there for the networking and the discussion groups.
Help Scout
NOVEMBER 19, 2018
While you’re rushing around serving customers this holiday season, don’t forget to take care of yourself. Here’s a Happy Thanksgiving message from Leah on behalf of everyone at Help Scout! While many of us will be enjoying a well deserved turkey break this week, there will still be plenty of people hard at work supporting our customers or perhaps just “checking in for a minute”.
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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.
SugarCRM
NOVEMBER 19, 2018
By Zachariah Sprackett, SVP, DevOps at SugarCRM. There’s so much the whole team at SugarCRM has accomplished during the last 12 months that I’d love to tell you about. But to do that, I feel like first I need tell you about how we think about software delivery. One way to think about it is to consider those family-size tubes of toothpaste all of us are tempted by.
1 to 1
NOVEMBER 19, 2018
Consumer confidence is at an 18-year high and holiday shoppers are ready to spend. Total retail sales in the U.S are expected to exceed $1 trillion during the holiday season, representing the "strongest growth since 2011," according to eMarketer. But, if there’s anything to be learned from the so-called retail apocalypse, it’s that retailers can’t rely on the same strategies they used seven years ago.
Confirmit
NOVEMBER 19, 2018
In this webinar, Jason Bryce, Confirmit’s Technical Solutions Consultant, will discuss Confirmit's Dynamic Open Text technology and reveal the groundbreaking results of our research on the success of using automation to improve open text survey responses. While open-ended survey questions can help you collect deeper insights while asking fewer survey questions, getting respondents to provide meaningful detail in their responses can be a challenge.
Customer Experience Matrix
NOVEMBER 18, 2018
“If you can fake sincerity, you’ve got it made” runs the old joke. The irony-impaired managers of the Association of National Advertisers (ANA) seem to have taken this as serious advice, last week announcing creation of a “Center for Brand Purpose” that will help companies publicize their social purpose. Confirming the worst stereotypes of marketers as cynical hucksters, the press release promotes its mission with the argument that “purpose-led brands grow two to three times faster than their co
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
C3Centricity
NOVEMBER 21, 2018
It is more than a year ago that Coca-Cola did away with their CMO in favour of a Chief Growth Officer. Was it a wise move or foolhardy? In a recent interview with Marketing Week their global vice-president of creative claims that it has “broadened” the company’s approach to marketing. Well something is clearly working for Coke; at the end of last month it reported higher-than-expected financial results for Q3 2018.
Confirmit
NOVEMBER 19, 2018
In this webinar, Jason Bryce, Confirmit’s Technical Solutions Consultant, will discuss Confirmit's Dynamic Open Text technology and reveal the groundbreaking results of our research on the success of using automation to improve open text survey responses. While open-ended survey questions can help you collect deeper insights while asking fewer survey questions, getting respondents to provide meaningful detail in their responses can be a challenge.
Confirmit
NOVEMBER 18, 2018
In this video, Peter Haslett of Realeyes talks to Confirmit about the future of Marketing Research. He focuses on the way in which researchers can now use passive data collection to deliver a wealth of insight without asking direct questions of respondents. Peter talks about the importance of webcams in capturing data that can then be coded to provide deep insight into how people feel as they watch video content.
Confirmit
NOVEMBER 18, 2018
In most of the conversations I have with clients these days, it takes about five minutes before the word “digital” makes an appearance. It’s hardly surprising. Websites are one of the most important and powerful tools a company has to engage with customers, so it’s a natural place for collecting a wide variety of feedback. To help make sure that our clients can make the most of this opportunity, we’ve just made some pretty significant enhancements to our digital fee
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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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