Callminer

JULY 8, 2019

A customer experience analysis is an important tool for identifying potential shortcomings and improving the customer experience.

Customer Experience 207

Customer Experience 207

CX Accelerator

JULY 8, 2019

There are many ways to listen. People listen with their eyes, and with their hands (remember the movie: A Quiet Place ). Listening is a central process in the way people survive. If you are not actively listening, critical information is missed. In many cases, the actual words selected do very little to communicate the speaker's intended message. We must reach below the surface to capture the truth.

Gaming 175

Gaming Customer Service Customer Experience 175

Intercom, Inc.

JULY 9, 2019

In 1898, American sales pioneer E. St. Elmo Lewis created the AIDA model to describe how customers buy. The AIDA model described four cognitive phases that buyers follow when accepting a new idea or purchasing a new product: A problem comes to the customer’s attention. This creates interest in the benefits of a product or service. The customer decides to buy the product.

Gaming 196

Gaming Entertainment Start-ups Sales 196

Heart of the Customer

JULY 11, 2019

“All happy customers are alike; each unhappy customer is unhappy in its own way.” Okay, that wasn’t really my quote – I’m paraphrasing Tolstoy’s Anna Karenina, where he wrote “all happy families are alike; each unhappy family is unhappy in its own way.” But it does fit at least some companies’ experiences. This is especially […]. The post Stop Playing CX Whack-A-Mole appeared first on Heart of the Customer.

CX 128

CX Customer Relationship Customer Satisfaction Customer Experience 128

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

Callminer

JULY 10, 2019

By analysing every interaction for empathy, it’s possible to identify how your call center agents turn a difficult call into a good customer outcome.

Contact Center 182

Contact Center 182

UJET

JULY 10, 2019

Support teams are arguably the most important part of the customer experience. Agents become the voice of the company when they interact with customers. These experiences can lead to repeat sales or a loss of a customer depending on that single interaction. As a company grows, introducing new features, products, and services, they can find themselves facing an increasing number of support requests.

Compliance 111

Compliance Engineering Start-ups Sales 111

Return Customer

JULY 10, 2019

“The single most important thing to remember about any enterprise is that there are no results inside its walls. The result of a business is a satisfied customer.” Peter Drucker, better known as the father of management thinking, once gave us this beautiful gem of a quote. We have come a long way since the first industrial revolution and are now bursting with new products and services in crowded markets regularly.

Customer Service 109

Customer Service Social Media Customer Journey Map Non-Profits 109

Beyond Philosophy

JULY 12, 2019

Choice architecture is a significant factor in buying decisions you make every day. From how they stock the buffet line to how likely you are to donate your organs after you die, the psychology of choice is influencing your decisions every day. In this episode of The Intuitive Customer, we explore the concept of Choice Architecture and how it affects our daily lives.

Customer Loyalty 96

Customer Loyalty CX Customer Experience 96

UJET

JULY 11, 2019

Support teams are arguably the most important part of the customer experience. Agents become the voice of the company when they interact with customers. These experiences can lead to repeat sales or a loss of a customer depending on that single interaction.

Sales 111

Sales Customer Experience Customer Service 111

Intercom, Inc.

JULY 8, 2019

Businesses put the Intercom Messenger on their websites because they want real-time communication with their users. To help the Messenger load as quickly as possible on the web, we recently worked on reducing the bundle size of our Messenger. A fast load time is important because it makes the Messenger feel like a natural part of the websites they’re on, rather than an add-on.

Engineering 163

Engineering 163

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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

Myra Golden Media

JULY 12, 2019

When my daughter was 13, we re-did her bedroom to give her a teenage look. She picked out modern furniture from Ikea, lovely bedding and fun art that perfectly matched her style. Six years later my teenage son, now 16, pointed out, “You guys owe me a new room. Sissy got a new room when she was 13 and I’m 16 with the same room I had when I was little.”.

Contact Center 95

Contact Center Customer Service Customer Experience 95

Totango

JULY 9, 2019

What’s your company’s most precious asset? It’s not your inventory, your stock options, or your intellectual property. It’s your customers. Your business can’t exist without them, and if you want your business to last, you’ve got to make them happy. In fact, customers are far more than just assets; your relationship with them forms the very foundation of your company.

Customer Experience 88

Customer Experience Social Media Customer Retention Start-ups 88

The DiJulius Group

JULY 10, 2019

What is the best customer service quote ever said? I love quotes. I am enamored with quotes. Quotes inspire me and make me think. I have been creating and collecting quotes on customer service and customer experience for over twenty years. The following is a list of the top customer service quotes by world renown. Read Full Article. The post What is the best customer service quote ever said?

Customer Service 92

Customer Service Customer Experience 92

Intercom, Inc.

JULY 10, 2019

Today we’re launching three huge updates to our Articles and Custom Bots products to help you scale your support with Intercom. These days, great customer support isn’t a nice to have – it’s table stakes. Giving your customers fast, personal support is essential to customer retention , transforms customers into advocates for your business and delivers a competitive advantage.

Start-ups 149

Start-ups Customer Retention Customer Service 149

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.

AI

Myra Golden Media

JULY 10, 2019

I’m working with a utility company in the northeast. All of my customer service workshops begin with what I call a Discovery Discussion – a video conference where I discover the problem my client needs me to solve. For my utility client, the discussion showed the most pressing issue was that Representatives didn’t know how to keep interactions focused and productive.

Customer Service 81

Customer Service Customer Experience 81

Customer Service Life

JULY 8, 2019

Image by Robin Higgins from Pixabay. This article was originally published on the ICMI blog on May 13, 2019. Click here to read the original. Picture Adam Sandler in The Wedding Singer when his ex-fiancee explained why she left him at the altar the day after their wedding. His response was, “Jeez, you know, that information might have been a little more useful to me yesterday.”.

Contact Center 73

Contact Center Customer Service 73

Fonolo

JULY 11, 2019

Text or talk? Voice conversations are still critical, but data shows that the former is becoming a bigger part of customer service interactions. This trend is driven partly by consumer preferences and partly by companies striving to lower costs. Companies are also leaning towards text because of the promise of increased automation, which is easier to do once a conversation has shifted to text.

Customer Service 73

Customer Service Retail Gaming Contact Center 73

CSAT.AI

JULY 10, 2019

Quick take: Channel the brand voice right in your customer service experience by knowing: Company Personality Style Guide Communication Style Customer Base Resolution Style. There are many challenges to outsourcing to a contact center. One of those challenges is channeling the company vibe so the customer service experience fits the brand. Company Personality.

Contact Center 69

Contact Center Sentiment Analysis Gaming B2C 69

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

SurveySensum

JULY 12, 2019

Customer experience management is crucial for your business. Highly important. In fact, if you ignore the significance of great customer experience in your business operations then you might have to pay a price by losing your customers. As per a report by Dimensional Research, 52% of customers continued to use more products or services from a company after having a positive customer experience, and 51% recommended the company to others.

Customer Retention 68

Customer Retention Customer Experience Management Unstructured Data Customer Experience 68

Totango

JULY 11, 2019

You wouldn’t throw your money away on the street, would you? Or drop it down the garbage disposal? If you’re not working hard to retain customers, you may as well—because you’ll be losing money. A one-time customer is a lost revenue opportunity. Instead of becoming a loyal customer who spends money and gives good word-of-mouth advertising, the one-time customer is there one moment and gone the next.

Customer Retention 63

Customer Retention Social Media Customer Acquisition Start-ups 63

Myra Golden Media

JULY 11, 2019

One morning I was using the kiosk at the airport to check-in for my flight. Self-service check-in is something I do, all of the time. I like using self-service, and most of the time, I know what I’m doing. But on this day, something went wrong, and I wasn’t able to print my ticket. An employee with the airline noticed I was stuck. She walked over and asked if I needed help with anything.

Customer Experience 63

Customer Experience Customer Service 63

TeamSupport

JULY 12, 2019

In the business world, knowledge is power. A team of bad ass, knowledgeable employees will impress even the most difficult customers. However, finding the right people to build a team like this isn’t easy and can take a lot of time. In many companies, knowledge is acquired through direct experience. A senior employee that has been working on a product for a long time will know it inside and out.

Technology 56

Technology Technology 56

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

Comm100

JULY 11, 2019

No matter what kind of work you do, it’s getting harder and harder to steer clear of conversations about how artificial intelligence is poised to change everything. If it feels like the mid-90’s all over again to you – when it seemed every conversation was about the World Wide Web and the Information Superhighway (thank you Al Gore) – I get it. Here’s the plain truth: as real and as revolutionary as the Internet was in the 90s, so will be the case for AI in the coming years, in what’s being hail

Contact Center 50

Contact Center AI Artificial Intelligence Social Media 50

Totango

JULY 11, 2019

You wouldn’t throw your money away on the street, would you? Or drop it down the garbage disposal? If you’re not working hard to retain customers, you may as well—because you’ll be losing money. A one-time customer is a lost revenue opportunity. Instead of becoming a loyal customer who spends money and gives good word-of-mouth advertising, the one-time customer is there one moment and gone the next.

Customer Retention 61

Customer Retention Social Media Customer Acquisition Start-ups 61

Myra Golden Media

JULY 12, 2019

The goal was to motivate customer service employees to deliver a better customer experience by monitoring calls and giving feedback on calls. The manager carefully crafted a monitoring form, which would be used to measure everything from listening skills to friendliness, to empathy. Each dimension on the score sheet was rated on a 5-point scale after supervisors listened to a random sample of calls between employees and customers.

Contact Center 54

Contact Center Customer Service Customer Experience 54

Confirmit

JULY 10, 2019

Webinar Details. Trust is not just an emotion, it is the new competitive battleground. It’s hard-won, easily lost and utterly critical. To build trust, it's about action, not words, you need to deliver on the expectations you have set, time and time again. You need to respond to customers’ issues to give confidence that you will do the right thing by them.

CX 45

CX B2C Construction Voice of the Customer 45

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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

SurveySensum

JULY 9, 2019

Do you know what your customers want? Is your business customer-centric? How many times do you get to know what your customers talking about? Such questions need answers that matter! In the present era, there is a reason why brands are investing more in AI technologies to provide better customer experience. Because real-time customer experience management (CEM) has become the key focus to drive revenue to the business and reduce churn rate.

CEM 45

CEM Customer Experience Customer Experience Management Government 45

Totango

JULY 12, 2019

In the past six years, we’ve experienced tremendous success with our annual Customer Success Summit. Given the overwhelmingly positive response to our Executive Forum in Napa earlier this year, we are bringing the same focused, hands-on learning and collaboration approach to our Customer Success Summit – Team Edition. This premier event will take place September 11-13 in the bright lights of New York City.

Innovation 55

Innovation Technology Technology 55

ClientSuccess

JULY 10, 2019

In the world of sales, Quarterly Business Reviews (QBRs) are incredibly popular for forecasting, planning, and making sure that everything is running smoothly from an operations perspective. In customer success, however, QBRs aren’t quite as prevalent, although more and more existing business teams are starting to leverage this strategic format. QBRs are a great way for customer success teams to review accounts, strategize expansion plans, and workshop any issues or challenges. .

Start-ups 41

Start-ups Sales 41

Comm100

JULY 9, 2019

How does your contact center handle new starter training and onboarding? In my experience, most businesses fall into three camps: Trial by fire – give agents a manual to read, then throw them on customer queries and hope for the best. Outsource to colleagues – make training another agent’s responsibility, ask the new starter to shadow them, and expect the new hire to be ready in a week or so.

AI 41

AI Contact Center Start-ups Machine Learning 41

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