Intercom, Inc.

AUGUST 18, 2021

There’s a good reason that the seemingly simple Net Promoter Score (NPS) has become a ubiquitous, revered statistic in modern business – this single number is viewed as a measure of customer loyalty, a way to benchmark competitive performance, and has been proven to correlate with revenue growth (hence the popularity). But all too often the way the underlying data is collected makes NPS little more than a vanity metric, easily rigged to give the impression of positive customer sentiment, leading

NPS 232

NPS Net Promoter Score Customer Loyalty Start-ups 232

Adrian Swinscoe

AUGUST 16, 2021

Today’s interview is with Stan Phelps and Dave Rendall, co-authors of Pink Goldfish 2.0: Defy Normal and Exploit Imperfection. They join me today to talk about […]. The post Pink Goldfish, standing out, portmanteaus and wabi-sabi – Interview with Stan Phelps and Dave Rendall first appeared on Adrian Swinscoe.

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190

The Belding Group

AUGUST 15, 2021

Harness the Power of Silence One of the most powerful communication skills you can harness is the power of silence. Professional salespeople have known the power of silence for years, with silence being the magic ingredient to closing sales. The same is true in negotiation and leadership. When someone is voicing a complaint or expressing an […].

Sales 162

Sales 162

Fonolo

AUGUST 17, 2021

To optimize your call center’s performance, you need to think about improving your customers’ experience. After all, customer-centric companies are 60% more profitable. While incredible customer service should always be a call center’s goal, it shouldn’t be your only goal. If your agents have polite, customer interactions — that’s great! But it’s not enough.

Artificial Intelligence 156

Artificial Intelligence Contact Center Technology Technology 156

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

Customer Satisfaction

Intercom, Inc.

AUGUST 19, 2021

?. This month, Intercom turns 10 – a number that feels simultaneously too big and too small. We’ve come from a few founders with an aha moment to over 700 people working towards a clear mission. We’ve shipped countless features, invented and reinvented our Messenger, and then reinvented it some more. We’ve gone from lots of processes to no process to, finally, a sweet spot in the middle.

Start-ups 178

Start-ups Engineering Legal Sales 178

Inside Customer Service

AUGUST 19, 2021

"We had $1 million in preventable returns last year." The executive who shared this shocking figure explained that his company had recently entered the consumer market for home improvement tools. The preventable returns were tools that worked perfectly well, but confused customers couldn't figure out how to use them. The company had failed to anticipate that consumers wouldn’t be savvy users like the professionals who had used its tools for years.

Retail 147

Retail Start-ups Customer Service Sales 147

Fonolo

AUGUST 19, 2021

If you’ve ever experienced burnout, you know how catastrophic it is. Burnout is a mix of feeling exhausted, negative, and distant from your job all at once. It also results in reduced efficiency at work, which in turn affects a company’s customer satisfaction and profits. Unfortunately, burnout is quite common in the United States. Almost half of US workers report feeling burnt out sometimes , while another 23% report feeling burnt out often.

Contact Center 148

Contact Center Customer Satisfaction Technology Technology 148

Customer Think

AUGUST 20, 2021

Is AI driving digital transformation? Or is digital transformation driving the adoption of AI? Are they synergistic, or just getting in the way of each other? Numerous studies show that large organizations are realizing only limited success in digital transformation projects. For example, BCG and McKinsey research have put success rates in the 30% range. […].

AI 145

AI Technology Technology 145

Shep Hyken

AUGUST 18, 2021

I recently released my 2021 Achieving Customer Amazement research. We surveyed 1,000 consumers in the U.S. and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more. One of the questions had to do with creating a personalized experience. . We asked customers to rate various customer service experiences on a scale of one to five, in which a score of one signified not important at all with five being very important.

Customer Experience 145

Customer Experience Customer Service Customer Survey 145

Kate Nasser

AUGUST 15, 2021

Do improved people skills really help people? Yes, they really do. Wouldn’t it be better to overlook the bad way people treat you and see the value of what they offer? No, not exactly. Moreover, your poor people skills can drive people away from you. In leadership, teamwork, and business in general, this is death […]. The post Improved People Skills Take You Further Than Jerky Behavior | #Leadership appeared first on KateNasser.com.

Customer Service 144

Customer Service 144

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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.

VOC

The DiJulius Group

AUGUST 17, 2021

In 2020, almost 90% of organizations reported that they have a Chief Experience Officer (CXO), according to Gartner. This is a significant increase from 2017 when more than 35% of companies did not have a CXO on their team. According to Gartner, customer experience drives over two-thirds of customer loyalty, outperforming brand equity and price. Read Full Article.

Customer Loyalty 138

Customer Loyalty Customer Experience 138

Customer Think

AUGUST 20, 2021

B2B voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons to B2C trends. So, what does it mean? Let’s look at a sports analogy for enlightenment. When you’re mature in a sport, it means increased motor skills, strength, power, and in many cases, reduced risk of injury. […].

Voice of the Customer 137

Voice of the Customer B2B Sports B2C 137

Shep Hyken

AUGUST 20, 2021

This week we feature an article by Ray?Blakney, CEO and co-founder of Live Lingua , a renowned online language learning platform. He writes about how companies can secure their current customers’ repeat business. Every entrepreneur knows how important repeat customer business is for the overall success of their enterprises. Rather than spending a ton of money on marketing to try to land new buyers, if you are able to secure loyal, lifelong customers, their repeat business will continually grow y

Social Media 141

Social Media Customer Expectations B2B Customer Loyalty 141

Experience Investigators

AUGUST 17, 2021

Cross-functional leadership is a key factor in leading any customer experience program. This often means creating a team of leaders who regularly meet to discuss priorities, resources and accountabilities that drive CX forward. These teams are sometimes called a CX Strategic Council, a CX Team, or something similar. But whatever you call yourselves, running effective meetings that keep the team engaged, excited, and working together is key to your success.

Customer Experience 132

Customer Experience Net Promoter Score CX Start-ups 132

Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali

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.

AI

Taylor Reach Group

AUGUST 16, 2021

A major professional sports league with teams and venues in virtually every city in North America has selected The Taylor Reach Group to assess its contact center operations. Award-winning global contact center consultants and customer experience experts, The Taylor Reach Group, Inc. (TRG) have been enlisted to help the organization assess its customer experience operations.

Sports 131

Sports Contact Center Sales Technology 131

Customer Think

AUGUST 18, 2021

If you’re a marketer, you must have already heard of geofence marketing. Many marketers are already taking advantage of this tactic to boost their sales, get more conversions and increase their profit. And you should try using it too if you want to stay ahead of your competitors. But before using geofence marketing for your […].

Sales 137

Sales 137

The Belding Group

AUGUST 16, 2021

Looking to build stronger, closer relationships at work and in your personal life? Here are three we should always be working on: Shaun Belding | www.shaunbelding.com.

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Heart of the Customer

AUGUST 19, 2021

The jostling we’ve seen in the CX tech marketplace over the past few weeks ? and discussed in previous posts ? is going to impact more than just the SaaS (software as a service) companies in play. It’s going to impact you…and the way CX is practiced going forward. This slew of recent transactions (such […]. The post Tech Innovations Will Raise Expectations appeared first on Heart of the Customer.

Innovation 117

Innovation CX Customer Experience Management Technology 117

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.

AI

Totango

AUGUST 18, 2021

Freemium onboarding forms a critical stage in users’ path to becoming paying customers. The email sequences you use to onboard freemium users can directly determine whether they upgrade to premium buyers or they become inactive users. In this blog, we’ll cover what freemium onboarding email sequences are before we take a closer look at what types of emails go into successful onboarding campaigns.

Start-ups 117

Start-ups Technology Technology 117

Customer Think

AUGUST 14, 2021

There’s no doubt personalization is a critical part of the modern-day customer experience. And most brands and business owners fundamentally get that, but actually achieving it is another story. For instance, according to a post-pandemic survey published by Salesforce, more than two-thirds of consumers expect brands to understand their unique needs and expectations, and 91% […].

Customer Experience 137

Customer Experience 137

Conversation Agent

AUGUST 18, 2021

Ever since Joseph Campbell wrote it (1949), The Hero with a Thousand Faces, the hero has grabbed the collective imagination. Stanley Kubrick and Arthur C. Clarke used “Journey Beyond the Stars”# as a working title for the screenplay that would become 2001: A Space Odyssey. The hero's journey is alive and kicking in modern speeches and presentations.

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110

Beyond Philosophy

AUGUST 19, 2021

My podcast partner, Professor Ryan Hamilton of Emory University, and I were honored to celebrate our 200th podcast , The Intuitive Customer. To mark the occasion, we each chose three of the best episodes from the first 200. Here are our picks and the key things we learned from each. Colin’s Picks: How Apple Uses Psychology To Construct An Outstanding Experience.

Customer Experience 103

Customer Experience Construction Technology Technology 103

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

Customer Experience

Zendesk

AUGUST 19, 2021

As technology becomes more sophisticated, so do virtual sales and marketing techniques. Newer channels and automations allow brands to bypass the “hard sell” and engage consumers with something a little friendlier and more conversational. You may have heard of “conversational marketing” as a more modern alternative to other lead generation and customer engagement techniques.

Sales 98

Sales Start-ups Technology Technology 98

Customer Think

AUGUST 17, 2021

The past two years have been very destructive for both the livelihood as well as businesses. With pandemic taking a grip over the world, companies across the world have been forced to rethink, how they can conduct their business is running and how they can supply their services to the users. Along with that, people […].

Technology 131

Technology Technology 131

Dealing With Humans

AUGUST 18, 2021

I have made some interesting observations this summer at the theme park I am a manager at. You see, we have a gondola that takes you to the park from Glenwood Springs, Colorado, a place with varied weather conditions to say the least. In the event the gondola closes for long periods of time, we offer bus service up and down a dirt road that comes up the back side of the mountain.

98

98

The DiJulius Group

AUGUST 18, 2021

Senior Customer Experience Consultant for The DiJulius Group, Dave Murray, talks with Scott McKain, author and member of the Speakers Hall of Fame and the Sales and Marketing Hall of Fame, about creating the ultimate guest experience. You will learn: The difference between the customers we attract versus the customers we pursue The true importance.

Sales 98

Sales Customer Experience 98

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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.

AI

Zendesk

AUGUST 18, 2021

As a company grows, its ever-expanding sales team needs a capable CRM system to keep track of prospects and customers. Sales management software is used by many salespeople to organize their contacts, manage their pipeline, and streamline workflows and organizational processes for maximum efficiency—allowing small businesses to get bigger. Before settling on one CRM platform, it’s important to carefully consider your criteria and weigh the pros and cons of the most popular options.

Sales 97

Sales CRM Start-ups Customer Relationship Management 97

Customer Think

AUGUST 14, 2021

Getting Started Getting your business or product ready for launch can be an exciting prospect, but it also requires a lot of consideration and planning. Namely, assembling a marketing team. As the gig economy flourishes, more and more businesses are leaning towards flexible talent rather than in-house talent. In 2020, an Intuit report discovered that […].

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Shep Hyken

AUGUST 17, 2021

The Uncommon Soft Skills That Make Up the Best Customer Service Representative. Creativity, Coordinating and Cognitive Flexibility. Shep Hyken interviews Greg Hanover, CEO at Liveops. They discuss the three most uncommon soft skills that make up the best customer service reps: Creativity, Coordinating with others, and Cognitive Flexibility. Top Takeaways: – What’s needed to deliver an excellent customer experience is creativity and problem-solving.

Customer Service 91

Customer Service Customer Experience 91

The DiJulius Group

AUGUST 17, 2021

Overall customer satisfaction is at 73.6, its lowest point in over 15 years. And since the start of the pandemic, satisfaction has been dropping like a rock. What is behind all the deteriorating customer service? Several things, such as: employee burnout, low employee morale, high employee turnover, staff shortage, poor reactive hiring, no training of.

Customer Service 98

Customer Service Customer Satisfaction 98

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.

Technology