Zonka Feedback
AUGUST 3, 2022
Smartphones and the internet have influenced the way people consume online content and access information. Medium, such as websites and social media channels, is becoming essential in today's marketing landscape as users will check on these platforms to find out about the product.
Customer Service Life
AUGUST 1, 2022
Image by mohamed Hassan from Pixabay. This article was originally published on CustomerThink and is being reposted with the permission of the editor. Thinking back to the early days of my first management role in a small contact center, I can remember one day when a newly-hired customer support agent came over to my cubicle for what had to have been the twentieth time to ask me yet another question.
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Callminer
AUGUST 3, 2022
CX is one of the most important facets of a company's performance. Read this blog to learn about prioritizing and optimizing digital customer experience management.
Adrian Swinscoe
AUGUST 2, 2022
This is a guest post from the folks over at ActiveOps. June 2022 saw the launch of the four-day working week pilot in the UK, in which 3,000 […]. The post How insights transform operational decisions ensuring the success of the four-day week first appeared on Adrian Swinscoe.
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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.
Intercom, Inc.
AUGUST 3, 2022
Our products and platform have come a long way since Intercom was founded 11 years ago, and while our innovation is absolutely something to be proud of, we’re especially proud of the company culture we’ve built in tandem. We’ve never strayed from our vision, and we’ve stuck to our values – that’s allowed us to attract incredibly talented, innovative people with different, invaluable perspectives, to achieve our mission of making internet business personal. “ 92% of our employees said they would
Beyond Philosophy
AUGUST 4, 2022
Artificial Intelligence (AI) is such a promising technology. It’s so exciting that I worry a little that people treat it like magic. However, it could be that magic is the wrong word. Instead, it could be the same old human biases coming out in ones and zeroes but given a new authority it might not have earned. We discussed this on a recent podcast with our guest, Broderick Turner, Ph.D., Assistant Professor of Marketing at Virginia Tech.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Adrian Swinscoe
AUGUST 5, 2022
Today’s interview is with Sanjay Brahmawar, the CEO of Software AG, a software pioneer that is helping over 10,000 organisations worldwide connect people, departments, systems and […]. The post The digitization of the supply chain and it’s impact on customer experience and sustainability – Interview with Sanjay Brahmawar of Software AG first appeared on Adrian Swinscoe.
Intercom, Inc.
AUGUST 3, 2022
Increased response rates, efficiency, and personalization: Welcome to July’s edition of Built for you. In July, newly released research from Harvard Business Review Analytic Service, sponsored by Intercom, revealed what we’ve all been thinking – customer engagement is the key to retention and loyalty. At Intercom, we’re obsessed with our customers’ success, and we’re busy building key features to help you take your customer engagement offering to the next level.
Shaun Belding
AUGUST 4, 2022
We know that it is the critical opportunity to reinforce to customers that they made a good decision in doing business with us. Why on earth would we want to create barriers to those outcomes? Shaun Belding | www.beldingtraining.com. Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog.
Conversation Agent
AUGUST 1, 2022
I was reading an article about a study by Minneapolis agency SuperHuman about marketing and women above 40. How brands get it wrong. It was 2017, I forgot where they published about it. But I remember I seemed to agree 300 percent with the gap they observed between what women want and look for and marketing messages. Companies still get it wrong. For this reason, I've been shopping (almost) exclusively in Italy for years.
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.
Shep Hyken
AUGUST 3, 2022
No employee should be treated poorly by customers. . I feel bad for the people who work at the airport luggage office. The office is usually next to the baggage carousel, and the airline employees who work there interact with one passenger after another, all with the same complaint: My luggage is lost! . Nobody ever goes into that office to say, “Thank you, my luggage is here.
Intercom, Inc.
AUGUST 3, 2022
By now, it should come as no surprise that we’re big on product principles. They evolved and were iterated on over years of reflecting and learning from our own successes and failures, of us trying to encode them so that we could create a predictable, repeatable R&D culture. The goal was simple: to help us repeat successes and avoid repeating mistakes.
Customer Experience Matrix
AUGUST 4, 2022
I once read that the most accurate weather forecast is tomorrow will be the same as today. That may or may not be true, but it doesn’t matter: because what’s really important is predicting when the weather will change. That’s what warns you to bring an umbrella for the afternoon when it’s sunny in the morning, or buy milk before a blizzard, or evacuate before a hurricane.
The DiJulius Group
AUGUST 1, 2022
Show Me You Care More about Helping My Business than Getting My Business *On Sunday, July 24th, a long-time mentor and friend of mine, Larry Gould passed away at the age of 96. In two of my books, I have written about Larry’s amazing ability to help people first, without expecting anything in return. Larry. Read Full Article. The post Show Me You Care More about Helping My Business than Getting My Business appeared first on The DiJulius Group.
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.
Gainsight
AUGUST 4, 2022
In the decade since Gainsight created the customer success (CS) category, the industry has matured from a reactionary stance, answering post-sales and services needs, into a proactive and sophisticated revenue-generating machine. . The 2022 Gartner Market Guide for Customer Success Management Platforms reports that “customer success management (CSM) programs have progressed from an emerging discipline into an increasingly mature and evolving practice.”.
CSAT.AI
AUGUST 3, 2022
Lego receives in excess of 4 million customer calls per year. Many of those calls are for replacement pieces that customers have lost. Even though these are not the fault of the company, Lego does their best to accommodate and with style. These happy customers feel lucky to have found Lego as a company. . Merriam-Webster dictionary’s first definition of happy is “favored by luck or fortune”.
Conversation Agent
AUGUST 2, 2022
Applicant experience is buyer experience in recruitment. Buyers are people who come to you once. Based on the experience, they may decide to walk away and never come back. Or, they could come back again and become customers. In some cases, they might tell everyone they know about you. Your choice whether that's positive or not. Based on what they say, other people may buy, or not.
Ameyo Callversations
AUGUST 3, 2022
Whether offline or online purchase, the customer wants a smooth and excellent customer experience. To ensure this, Most brands have deployed conversational bots to provide a seamless customer solution and experience. Chatbots have traditionally been restricted to websites, passively waiting for your customers to arrive and engage with them. However, according to research statistics, customers spend more than four hours daily on their mobile devices, with 44% of that time spent on social media or
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
Zendesk
AUGUST 3, 2022
Consumers have embraced the idea of banking and investing online, and that’s good news for fintech companies. But with more people doing their business and their banking online than ever before, it is challenging for fintechs to differentiate their offerings from traditional financial service providers who have online offerings as well. The highly competitive landscape creates challenges for fintechs who want to attract customers away from traditional financial service providers.
Zonka Feedback
AUGUST 4, 2022
While many trends come and go quickly, some stick around longer than others. In product development, marketing, sales, and management, contemporary trends are influenced by a myriad of factors. Mostly, however, it will be consumer demand and behavior that will influence the product management roadmap of a company and entice business leaders to either change their approach or stick with what works.
Comm100
AUGUST 1, 2022
Reaching students has never been more challenging. In US postsecondary education, spring enrollment decreased by 7.4% from 2020 to 2022. With student enrollment down, competition for student attention and engagement is heating up. To beat the competition, colleges and universities need to put students first. This means catering to student behaviors and providing a customer experience matching the one they get from their favourite B2C brands.
TeamSupport
AUGUST 2, 2022
Like people, a lot of businesses like to think that by saying that they have certain traits, then they automatically have those certain traits. Take being customer-centric , for example. Just because a business declares that they are customer-centric and therefore always put their customers first, does that make it true? Not so much, no. As stated above, being truly customer-centric requires always putting customers at the center of the business.
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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.
Zendesk
AUGUST 1, 2022
When you’re trying to find a new brunch spot, looking for another show to binge-watch on Netflix, or seeking out the perfect pair of jeans, where do you turn? Before you start researching options on your own, you’ll likely ask your friends and family for their recommendations—and trust those suggestions. This is why customer referral programs are so effective.
Beyond Philosophy
JULY 30, 2022
We hope you enjoy today’s show. If you do, could vote for us in the People’s Choice Podcast Award? It doesn’t take long to cast your vote and it would really mean a lot to both Ryan and I. Thanks very much. Cheers! To vote, please click here. Artificial Intelligence (AI) is an incredible technology with potential to shape the future of humanity.
Zonka Feedback
AUGUST 5, 2022
Imagine your customers are taking a feedback survey on your request. They have almost filled the survey but just before they reach the end of the survey and click on the Submit button, the internet disconnects, all the responses so far disappear, and your device screen starts showing an internet connectivity error. How would your customers feel and how would it impact your brand's reputation?
TeamSupport
AUGUST 2, 2022
Like people, a lot of businesses like to think that by saying that they have certain traits, then they automatically have those certain traits. Take being customer-centric , for example. Just because a business declares that they are customer-centric and therefore always put their customers first, does that make it true? Not so much, no. As stated above, being truly customer-centric requires always putting customers at the center of the business.
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
Totango
AUGUST 5, 2022
A client onboarding questionnaire helps you gather the information you need for excellent client relationships that promote long-term loyalty. Asking the right questions is key to effectively using this powerful customer success tool. What Is a Client Onboarding Questionnaire? A client onboarding questionnaire is a list of discovery questions administered to a new client to help you better serve their needs.
The Customer Service Blog
AUGUST 3, 2022
The UK Customer Satisfaction Awards are the UK's most prestigious awards in the area of British customer service. The Awards are run by The Institute of Customer Service. The Awards recognise organisations and individuals that have implemented successful customer service strategies. Organisations can benefit from the process of entering awards through reflecting on the achievements submitted, lifting staff’s morale and impacting employee engagement positively.
MyCustomer Experience
AUGUST 1, 2022
PUK consumers are feeling the effects of tough trading conditions for many businesses, with flight cancellations, parcel delays, low stock. 22nd Aug 2022. By Kim Burgess Chief Customer Officer.
Fonolo
AUGUST 4, 2022
Imagine a month of perfect performance at a call center: Agents take incoming phone calls like clockwork. Customers feel satisfied and drive up net promoter scores. Stakeholders are happy with your quarterly reports and ability to meet call center goals. You have enough staff to handle peak call volumes every day. Agent attrition is at an all-time low.
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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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