Shep Hyken
AUGUST 17, 2022
Then I read Jan Carlzon’s book, Moments of Truth, many years ago. It was one of the most powerful customer service and experience books at the time, and the content aligned perfectly with my idea of creating Moments of Magic for our customers. Carlzon’s definition of the Moment of Truth was: . Anytime a customer comes into contact with a business, however remote, they have an opportunity to form an impression. .
Callminer
AUGUST 15, 2022
VoC insight is crucial for organizations to increase growth rates and achieve business milestones. Read on to learn four methodologies for measuring omnichannel customer experiences.
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Totango
AUGUST 16, 2022
Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn. Customer retention software automates best practices for maintaining clients, helping you deliver successful outcomes that inspire subscription renewals and repeat business.
Adrian Swinscoe
AUGUST 19, 2022
Eng Tan and Daniel Rodriguez, the CEO and CMO of Simplr, respectively, have a theory. In their 2021 book: Experience is Everything, they say that customer neglect is on the […]. The post Customer neglect is real and needs to be managed, as do customer expectations first appeared on Adrian Swinscoe.
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
Intercom, Inc.
AUGUST 18, 2022
When you reach senior level on an engineering track, you’re expected to be optimal in your hard skill set. You’re autonomous, your code is immaculate, and you have a deep understanding of building and shipping software. But going into staff plus roles is another beast entirely. There’s project management, mentorship and teaching, decision-making, relationship-building, and the value you bring to the company is no longer measured by the quality of the lines of your code but rather by driving the
Beyond Philosophy
AUGUST 18, 2022
In the book, Quiet: The Power of Introverts in a World That Can’t Stop Talking , Susan Cain makes the case that the world values extroverts but that introverts also have strengths that people should not overlook. Furthermore, Cain thinks introverted personalities also have much to offer the world. Today, we discuss personality and try to correct imbalances placed on one type of personality over another.
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 14, 2022
Today’s interview is with Ari Weinzweig, the CEO and co-founding partner of Zingerman’s Community of Businesses, a gourmet food business group headquartered in Ann Arbor, Michigan, […]. The post Lack of a clear vision leads to higgledy-piggledy services and experiences – Interview with Ari Weinzweig of Zingermans first appeared on Adrian Swinscoe.
Totango
AUGUST 18, 2022
A Customer Onboarding Checklist for Successful CS Teams. A lot goes into crafting the ideal onboarding process for SaaS products. You need to clearly demonstrate the ins and outs of your software to ensure your customers know how to use it and how to employ it effectively in the pursuit of their enterprise’s unique needs and goals. At the same time, you need to minimize time-to-value (TTV) to ensure customers see the benefits of your product as soon as possible.
Beyond Philosophy
AUGUST 13, 2022
Is your idea of an ideal evening a nice meal at home and a book or a Netflix queue? Or would you rather be at a cocktail party with people from all walks of life exchanging stories or jumping up and down to a throbbing beat in the middle of a crowded dance floor? How you answer this question is one of many ways that you can explore your personality type.
TeamSupport
AUGUST 19, 2022
Living in the Digital Age, so much of our lives are saturated with data and information. But with so much information available, sometimes we can feel like Johnny Mnemonic, past cranial-storage capacity, where additional data doesn’t help us solve any problems, and instead makes it even more difficult to solve problems. We probably won’t suffer permanent psychological damage if we take on too much information like Johnny (phew), but information overload and analysis paralysis are quite real.
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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.
Zonka Feedback
AUGUST 19, 2022
Positive Feedback, when delivered properly, has the potential to enhance the relationship between employees and organizations. It’s a catalyst for employee development and the right alternative to the usual employee performance reviews. And honestly, we all know how we feel about post-performance reviews.
Hodusoft
AUGUST 17, 2022
How omnichannel creates seamless customer service experience. Today’s business environment is ever-changing! The increasing competition due to demanding customers, technological disruptions, and shopping behavior patterns have changed the traditional course of action. . Given the numerous platforms that we have today, achieving a consistent customer experience across these platforms is challenging for many firms.
Logicalware
AUGUST 16, 2022
Chatbots are one of the highest priorities for sales and customer service teams right now. . With almost 90% of customer journeys beginning online, they’ve become an essential channel for generating business leads and delivering customer support. However, many companies still struggle to get started with chatbots. Pressure from competitors and boardrooms often leads to chatbots being deployed too quickly, without the proper research and planning, which leads to disappointing results.
TeamSupport
AUGUST 17, 2022
The concept of customer experience has become one of the main focuses of customer-facing teams, and for good reason. The customer experience is at the forefront of everything a company does for its customers, whether it's the products and services they provide or the simple, everyday interactions between them. Concepts like customer-centricity and being customer-first are now at the forefront of a pioneering spirit in customer support and related fields, yet many companies are still falling behi
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.
Zonka Feedback
AUGUST 18, 2022
A renowned brand is never the result of just excellent products; it is the product of a two-way relationship between the brand and its customers. A successful brand knows what its customers prefer, what influences their decisions, and what would drive them away. And this helps them in creating fruitful customer experiences that reduce churn and increase conversions.
SixteenVentures
AUGUST 14, 2022
The purpose of Customer Success is not to make customers happy. It’s actually not even to make customers successful. Let me explain. The people in charge of your company – the Executives, Board, and Investors – want to improve a metric called NRR (Net Revenue Retention or NDR, Net Dollar Retention, if you prefer) for one very simple reason: it plays a direct role in the value of the company.
Fonolo
AUGUST 18, 2022
Do you ever feel frustrated when you’re navigating an outdated website that’s not user-friendly? Who doesn’t? Today’s customer craves the swift and easy—and this rings 1000 times truer for call center customers. In other words? Your customer service should be accessible to everyone. But contact center accessibility doesn’t just help people with disabilities—it helps every customer.
Lumoa
AUGUST 18, 2022
“How likely would you recommend (insert business name) to someone?” – a never-ending question asked to a customer in multiple ways and various forms. Somehow, it feels like it’s a DeJa’Vu moment happening daily because as what every company tells its customers, “Your opinion matters” or “You are important to us”. I mean, we get it. engaging customers till the very end to keep customer loyalty and treating every customer journey with equal importance contributes to the bus
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.
Zonka Feedback
AUGUST 17, 2022
Nowadays, brands are using negative feedback loops and positive feedback loops to effectively manage customer relationships. Feedback loops prove to be a powerful tool when it comes to improving product/services and envisioning growth.
The Customer Service Blog
AUGUST 17, 2022
Would you like to become a business writer? The Customer Service Blog has got almost 250,000 readers across the world, making it a great way to get your articles seen by a large international business audience. We've got a team of enthusiastic worldwide business writers contributing articles to this blog - and we want more! So why not send us one of your articles?
ClientSuccess
AUGUST 17, 2022
As a CSM, you know that the holy grail of any customer relationship is strong loyalty and, ultimately, long-term retention. But how do you get to this level with a customer? While it may take years for some customer partnerships to get to this desired mutually beneficial place, there are a few steps CSMs can take on the back end to move things along faster.
Shep Hyken
AUGUST 19, 2022
This week we feature an article by Cassidy McDonnell, Creative Solutions Manager at Balto Software , a company that helps agents live on the call to analyze what’s working and scale best practices in real-time. She shares how organizations can improve employee engagement and customer satisfaction. It’s time to call the customer service line: you dial a number, click through the pre-recorded options, and find yourself humming along to the surprisingly pleasant hold music when, before you know it,
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
Zonka Feedback
AUGUST 15, 2022
Are you interested in conducting market research but need some templates to get started? We unpack market research best practises, survey planning best practises, and share some of our best templates for brand, customer, product, and employee research in this guide. What is a Market Research Template. While you're familiar with the concept of market research and how it can help you reach your target audiences and improve your product or service, the real challenge is creating a market research p
Knowmax
AUGUST 15, 2022
The post 7 Easy Steps For Building A Knowledge Base appeared first on Knowmax.
Doing CX Right
AUGUST 14, 2022
Greg Melia, CEO of CXPA organization, and Stacy Sherman share valuable ways you can celebrate National CX Day and Customer Service week to show extra appreciation to customers, employees, and agents. The post Driving Positive Outcomes During CX Day, Customer Service Week & Beyond appeared first on Doing CX Right.
SixteenVentures
AUGUST 14, 2022
Customer Success leaders understand the value of predictable results for their organization, so they evangelize, prioritize, and even incentivize Consistency with their team. They coach their CSMs and Managers to be consistent. They understand – and help those they manage understand – what has to happen across the quarter for each CSM and Team to reach their goals, and they map out progress milestones to ensure not only success at the end, but success along the way.
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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.
Zonka Feedback
AUGUST 15, 2022
A website feedback form is a powerful tool for businesses that operates online.
Intercom
AUGUST 16, 2022
Support teams are facing a critical juncture: business costs and customer expectations continue to grow while resources like headcount and budget are decreasing. When it comes to support, modern customers want a personal, on-demand experience from businesses – with 75% of support leaders saying customer expectations have increased but only 34% confident they can meet those expectations.
Shep Hyken
AUGUST 16, 2022
The Role of AI in Customer Care. Building Human-Centered AI in Customer Service and Experience . Shep Hyken interviews Seth Dobrin, IBM ‘s first Global Chief AI Officer, leading the company’s corporate AI strategy. He shares how businesses can take a human-centered approach when utilizing AI to help their customers. Top Takeaways: What do we mean when we talk about AI for business?
Comm100
AUGUST 17, 2022
Shep Hyken, CX expert and a New York Times best-selling author sat down with Chris Bechtel, Vice President of Global Marketing at Comm100, to discuss the state of customer experience (CX) today. They discussed why and how CX expectations have grown so high, what brands can do to meet these demands, and Shep’s opinion on the future of CX. This blog recaps the best bits from this conversation.
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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