Callminer
JUNE 27, 2022
AI can play a vital role in the collections strategy. CallMiner’s Rick Britt, VP of AI, explore how at Credit Connects Online Collections Technology Think Tank on 7th July at 11:55am BST.
Shaun Belding
JUNE 27, 2022
This is what WOW experiences are all about. This fantastic story about the actions of Publix employee Gilnet Sainvil reaches to the very heart of creating loyalty. Shaun Belding | www.beldingtraining.com. Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog.
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Intercom, Inc.
JUNE 30, 2022
?. For years, people have been abusing surveys. From dull subject lines to the wrong questions, from sending out questionnaires after the fact to sending them way too often, there is a lot that organizations have gotten wrong about how to design a survey. Today’s guest is fighting to preserve the value of surveys in the face of all this misuse. Caroline Jarrett became interested in forms around 30 years ago while delivering optical character recognition systems to the UK Inland Revenue, which in
Adrian Swinscoe
JUNE 30, 2022
Today’s interview is with Alfonso de la Nuez, the Co-CEO and Co-Founder of UserZoom, the pioneering UX Insights System. Alfonso joins me today to talk about […]. The post Design is not design without research – Interview with Alfonso de la Nuez of UserZoom 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.
Callminer
JUNE 29, 2022
It's important for contact centers to meet customers where they are and on their preferred channels. Read this blog to learn more about omnichannel contact center solutions.
Retently
JUNE 28, 2022
Net Promoter Score® lets you measure and analyze customer satisfaction to learn more about what people like (and dislike) about your product or business. It’s a valuable metric – for most companies and it’s the most valuable metric available for measuring customer loyalty and satisfaction. A good Net Promoter Score can fuel your business growth, generate word-of-mouth referrals from Promoters and help you bring in more business without spending as much on traditional advertising or inbound
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
The DiJulius Group
JUNE 28, 2022
How do companies outperform competitors and the stock market by significant margins, in any economy? By being customer experience leaders in their industries. Make no mistake about it, there is a direct correlation between love, loyalty and profitability. According to Bain & Co., companies achieving the highest Net Promotor Scores (NPS) in their industry consistently.
Shep Hyken
JUNE 29, 2022
If you had to have surgery, would you rather go to the most skilled surgeon or the nicest surgeon? . I was at a party the other night and someone I met shared his opinion of the difference between a good doctor and a great doctor. A good doctor makes you well. A great doctor makes you well and calls you the next day to see how you’re doing. . I thought about that all weekend.
Totango
JULY 1, 2022
Customer loyalty is a key to repeat business and referral generation for any business model. For B2B SaaS companies, customer loyalty drives subscription renewals and brand advocacy, making it a critical component of a profitable business model. This blog will look at why customer loyalty is vital for B2B SaaS businesses and how successful companies effectively cultivate it.
Steven Van Belleghem
JUNE 27, 2022
No more data. This change does not just have to do with the evolved attitude of customers. The story is a lot bigger than that. You know I have written quite a lot about the next new blockchain-based internet, which is called Web3 and where data ownership is supposed to come back to the user. The consequence of that is that organizations will have to make sure that they earn, and re-earn the trust of users so that they will grant them access to their data.
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.
Lumoa
JUNE 30, 2022
If you want people in your organisation to appreciate the value of customer experience, you need to learn how to sell customer experience (CX) to those who are not dealing with it day in and day out. It’s a rather simple idea to understand, but not an easy thing to do in practice. And that’s why CX is an area of business that’s often underappreciated, undervalued, and overlooked.
Zendesk
JUNE 30, 2022
Here are the newest integrations from Zendesk to help your team provide top-quality experiences. Ometria. Ometria (Support) is a customer data and marketing platform that helps retailers increase CRM revenue. Ometria combines the data unification and customer insight of a CDP with a cross-channel marketing orchestration platform–letting retail marketers easily and efficiently create experiences their customers love across email, mobile, on-site, social, direct mail, and more.
Hodusoft
JUNE 30, 2022
Advantages of a Business Telephone System for Growing Your Small Business. In the era of fierce digital competition, communication is the key to success for businesses, especially the small ones. Among all the communication channels and methods, the telephone system for business is the quickest and the most preferred medium for businesses. Not only does it prove to be a vital asset for remote teams to effectively communicate with customers, prospects, and each other, but it also contributes to t
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.
MyCustomer Experience
JUNE 29, 2022
C“I never expected to spend so much time in the weeds.” There has been steep growth in the volume and variety of data sources for Experience. 1st Jul 2022. By Sharon Hyman.
Zendesk
JUNE 29, 2022
Alright, you’ve done it. Your marketing strategy? Flawless. Your contact form? Filling up faster than you can make outreach calls. Your sales.not quite up to par. If this situation sounds uncomfortably familiar, you’re not alone. Finding prospects can feel so difficult that many companies throw excess resources toward lead generation, but then stall when it comes to converting those leads into sales.
CSAT.AI
JUNE 29, 2022
One definition of feedback from the Cambridge dictionary is “the sudden, high, unpleasant noise sometimes produced by an amplifier when sound it produces is put back into it: Jimi Hendrix loved to fling his guitar around to get weird and wonderful sounds from the feedback.” Jimi Hendrix and his guitar virtuosity aside, we are focusing on their business use of the word feedback: information about something such as a new product or someone’s work, that provides an idea of whether people like
Gainsight
JUNE 29, 2022
There is a saying: “you only have one opportunity to make a first impression.” The same is true for your relationship with your customers. Of all of the moments of truth along your customer journey, the onboarding process might be the most impactful on customers’ long-term success. Customers that have an excellent onboarding experience are more likely to expand, renew, and ultimately, become advocates for your brand.
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
Totango
JUNE 28, 2022
The primary mission of a Chief Marketing Officer (CMO) is to foster growth, attract new leads, and increase sales by effectively communicating the value the company’s products and services can provide. But during an economic downturn , when companies are cutting costs and putting a halt on investing in new products, the CMO’s focus has to switch from facilitating growth through new customers to promoting growth via the company’s current customer base. .
Zendesk
JUNE 30, 2022
Pop the champagne! You’ve just closed a major deal and you’re ready to pack up, head out on the town, and celebrate by crossing that client off your never-ending to-do list. Sort of. You absolutely deserve a night of Beluga caviar and the finest of wines after closing a hard-earned deal (if that’s what you’re into), but don’t assume your work is finished.
Beyond Philosophy
JUNE 25, 2022
Breakthrough thinking: Why do we believe things that are not true? There was a car brand several decades ago in the UK called ŠKODA. It was a terrible car, much like Yugo was in the US. However, they have changed their image and today, my son wants to buy one. I told him the jokes we all used to have about ŠKODA and their low-quality construction (What do a ŠKODA and a baby have in common?
MyCustomer Experience
JUNE 29, 2022
Whether it’s new technology, geopolitical unrest, a competitive threat or, oh, let’s say… a pandemic… change and disruption is an unwelcome. 19th Jul 2022 Re-skill, up-skill and transform your workforce. By Michael Hinshaw Founder and President.
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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.
Shep Hyken
JULY 1, 2022
This week we feature an article by Prabhjinder Bedi, Chief Growth Officer at Tech Mahindra Business Process Services. He writes about the impact on the customer experience that metaverse will have on the travel industry and how customers and brands will navigate the new developments. Customer service in the travel industry begins when a person reveals an interest to explore and decides to travel.
Zendesk
JUNE 30, 2022
Customer success is key to business success, especially for startups that depend on retention for meeting revenue goals. For startups with a well-oiled customer success team, the opportunities for growth are immense. In fact, the Zendesk Customer Experience Trends Report 2022 found that when companies focus on the needs of their customers, they can attract new business, boost retention, and increase sales.
Heart of the Customer
JUNE 30, 2022
I’m a huge fan of author Daniel Kahneman. His first book, Thinking, Fast and Slow is a great CX resource, even though it’s not about customer experience per se. The most valuable takeaway for CX pros is probably “The Peak-End Rule.” As Kahneman explains the concept, you can approximate how someone feels about an experience […]. The post The Peak-End Rule’s Missing Piece appeared first on Heart of the Customer.
Qmatic
JUNE 30, 2022
It varies by state and county, but the average national Department of Motor Vehicles (DMV) appointment takes between 34 and 44 minutes. Considering that most of us only have to go every couple of years to apply for or renew a license, manage a title, or take care of some other related task, this outlay of time isn’t really all that great. But ask about anyone of driving age, and they’ll say that they look forward to a DMV visit about as much as they do a dental exam or some other (often unfairly
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
Gainsight
JUNE 30, 2022
The paranoid CEO in me has been feeling better since last week’s survey results on what investors thought of the SaaS valuation collapse. Still, I wanted a more complete picture of SaaS’s trajectory in the economic downturn. Private Equity and Venture Capital firms may be aligned on priorities, but what about CEOs? Are there meaningful differences in opinion between Private Equity, Publicly-traded, and Venture-backed CEOs?
ClientSuccess
JUNE 29, 2022
As a CSM, you know first-hand that working with customers involves more than answering their questions, guiding them through onboarding and product implementations, and ensuring their ongoing satisfaction with your organization. It’s also about the little things: the openness a customer feels with you when you’re not talking about work, small anecdotes about your weekend before a call, and the personal relationship that grows between you and your customers. .
MyCustomer Experience
JUNE 27, 2022
LWhile there is some debate about who said: “Never make predictions, especially about the future”, the words certainly hold a cautionary. 6th Jul 2022. By Walroux Engelbrecht.
Doing CX Right
JUNE 25, 2022
Fred Reichheld, the creator of the Net Promoter System, explains the newest thinking (NPS 3.0), and doing it the right way, which includes "Winning On Purpose" and enriching customer lives. Because, when customers feel loved, they come back for more and bring friends—generating good profits. The post Winning On Purpose & Measurements Of Success appeared first on Doing CX Right.
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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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