Callminer

FEBRUARY 4, 2021

More customers are vulnerable today than ever before, in part due to the COVID-19 pandemic that has led to increase in health and financial crises. While customer vulnerability isn’t new, it’s time companies take action to identify vulnerable customers and implement solutions to better equip company representatives and customer service agents to interact with customers experiencing vulnerability.

Contact Center 345

Contact Center Artificial Intelligence Finance Engineering 345

Futurelab

FEBRUARY 1, 2021

Here’s an uncomfortable – yet indisputable – truth: you are in business to create and to nurture customers. Without customers – and especially without employees to create your products and to serve your customers – you have no business. Regardless of company size, region, industry, etc., you are in business for the customer, because of the customer.

Technology 246

Technology Technology Customer Experience 246

Intercom, Inc.

FEBRUARY 4, 2021

The Cool Planet Group CEO has had a fascinating career to date, having started and sold three businesses for over three-quarters of a billion dollars before he was forty – including Inspired Gaming and The Cloud. But his current venture is more personal to him, and is he says born out of a motivation to create something that would make a positive impact on the world, rather than just make money.

Transportation 183

Transportation Gaming Start-ups Agriculture 183

Heart of the Customer

FEBRUARY 5, 2021

One of the most critical findings from our 100+ interviews with CX pros over the course of 2020 was the importance of selecting one emotional outcome for your experience and using it as a design target. This is because emotions are the heart of your customer experience. But for some reason, few programs deliberately measure […]. The post Learn From West Elm’s Missed Opportunity appeared first on Heart of the Customer.

CX 159

CX Customer Experience B2C B2B 159

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

FEBRUARY 3, 2021

Learn how call centers can more effectively identify, address and manage customer vulnerability.

343

343

Futurelab

FEBRUARY 1, 2021

Author and businessman Harvey Mackay once said : “You learn when you listen. You earn when you listen – not just money, but respect.”. Those words could not be truer when it comes to customer experience and to your business. Tags: Annette Franz (Gleneicki) customer experience customer feedback survey design Facebook Like. Linkedin Share Button. Tweet Widget.

Customer Feedback 130

Customer Feedback Customer Experience 130

Totango

FEBRUARY 2, 2021

Customer success plans provide you with a powerful tool to help clients achieve their goals. With your product, they feel more satisfied with your brand, positioning your own business for success as well. Follow our simple three-step strategy for developing winning customer success plans: Agree on mutual goals with your customer. Develop an action plan.

Customer Satisfaction 127

Customer Satisfaction Customer Service 127

C3Centricity

JANUARY 30, 2021

Why do companies still try to cheat their customers? Is it because they think we won’t notice? Or do they think there are enough people willing to buy their brand for the first time, that they don’t need to worry about getting that second purchase? Either way, they haven’t hear that the most important attribute a brand needs to build is trust!

Manufacturing 72

Manufacturing Start-ups Social Media Engineering 72

Futurelab

FEBRUARY 1, 2021

You know your customers are satisfied because the customer satisfaction (CSAT) score that you see on your daily dashboard tells you as much. The score is solid. But you aren’t satisfied; you believe it could be so much better. And rightly so – it usually can be. So, what’s a company to do to earn even better CSAT scores? Tags: Annette Franz (Gleneicki) actions customer feedback survey Voice of Customer Facebook Like.

Customer Satisfaction 130

Customer Satisfaction Customer Feedback 130

Intercom, Inc.

FEBRUARY 2, 2021

This week on Inside Intercom, we’re focusing on customer satisfaction: how it’s evolving, why that matters, and what you need to do about it. If you’re in the business of supporting customers, one measurement probably looms large over everything else: the customer satisfaction, or CSAT, score. . CSAT has been the primary metric for gauging customer happiness for some time now, and is often used as the one all-encompassing number that translates whether your support team is performing or not into

Customer Satisfaction 99

Customer Satisfaction 99

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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

Customer Service Life

FEBRUARY 4, 2021

Caviar limes are a cult classic with FruitStand customers. Some purchase them every month, hooked on these pickle-shaped pinky finger-sized fruits. Slice them in half then squeeze out the inside of the fruit, literally crunchy sparkling citrus pearls, onto guacamole, fish or in a margarita. They make any meal unique! FruitStand is an online marketplace that partners with small farms across the United States to bring high quality, often times super weird, limited seasonal produce to the doorsteps

Close the Loop 95

Close the Loop E-commerce Start-ups Customer Experience Management 95

The DiJulius Group

FEBRUARY 3, 2021

6 Quick Tips to Help you Make Price Irrelevant 1. Customer Service Feature Story People with the Strongest Relationships are the Most Happy When you have the ability to make an instant connection, get people to instantly like you, make them feel comfortable, and fully develop relationships of all kinds, you are likely to have. Read Full Article. The post People with the Strongest Relationships are the Most Happy appeared first on The DiJulius Group.

Customer Service 105

Customer Service Customer Experience 105

ClientSuccess

FEBRUARY 1, 2021

As we head into a new year, many customer success teams are looking for new ways to up the ante with their customer success efforts. After a whirlwind 2020, one of the biggest takeaways in the customer success space is that flexibility, visibility, and customer communication are the foundational keys for making any account be successful. In addition to these intrinsic efforts, many customer success teams are turning to software and technology to help boost the effectiveness of their account mana

NPS 104

NPS Education CRM Technology 104

VOZIQ

FEBRUARY 3, 2021

Every month, we bring you the best resources from the internet to help you navigate customer retention and customer experience issues. This edition of VOZIQ’s Customer Intelligence Newsletter includes a handful of resources containing ideas and action plans for dealing with the current pandemic and preparing for the future while still keeping your customers at the forefront.

Customer Retention 98

Customer Retention Manufacturing Touchpoint Education 98

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.

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Steven Van Belleghem

JANUARY 31, 2021

The multiple “why?” method. Duncan is a big believer in asking series of questions: just like when we were young and we asked “why” and then our parents explained and we asked another “why”, which could last for a very long time. “Insights that are useful for customer-oriented innovation tend to only appear after 4 or 5 consecutive whys”, he explained.

Customer Experience 98

Customer Experience Manufacturing Innovation Hospitality 98

Zendesk

JANUARY 31, 2021

Even before the virus forced us all inside and online, messaging was taking over the world. It’s how many of us shared news, collaborated with colleagues, and — most importantly — kept in touch with friends and family. As with all things digital, the pandemic simply accelerated the inevitable. It also showed us that messaging was made for customer service.

Customer Service 98

Customer Service Case Management AI Touchpoint 98

Dealing With Humans

JANUARY 31, 2021

Hello friends. I have taken quite a break from posting. It was intentional. I felt that during the pandemic, elections, and daily challenges, we were all just trying to survive, and new information would not be absorbed and learned as it should during this time. But, due to the stress I see in both the customers in my workplace and the people I encounter daily, I realized that it is time to remember why I started this mission in the first place.

Retail 98

Retail 98

Astute

FEBRUARY 3, 2021

CX can impact your bottom line in several ways. Here's a look at some of the statistics and research to know to guide your efforts in 2021. The post Top 40 Customer Experience Statistics To Know in 2021 appeared first on Astute.

Customer Experience 98

Customer Experience CX 98

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

Kerry Bodine

JANUARY 30, 2021

This morning I sent an email to my payroll provider. Not to a generic inbox, but to the real live person who’s assigned my account. A moment later, I received the following auto response: “XXXXX XXXXXXX is no longer employed with us. His inbox is being monitored while your account is transitioned to a new dedicated specialist. Please call 877-XXX-XXXX to speak with the first available specialist.”.

B2B 90

B2B Customer Experience Healthcare CRM 90

Fonolo

FEBRUARY 2, 2021

The pandemic disrupted many contact center trends , but not all of them. Some, like the move to cloud-based contact center technology , were hastened in the last year. Here are some of the ways call center trends around technology have changed. 3 Crucial CX Trends You Need to Know for 2021. Major Call Center Technology Trends in 2021. Ongoing tiered lockdown will establish many of the changes we saw last year, such as remote working and increasing digital enablement.

Contact Center 91

Contact Center Technology Technology Omnichannel 91

Beyond Philosophy

JANUARY 30, 2021

You have only half a second to make an excellent first impression with your customers with your digital experience. Per the Electrical Engineering and Computer Science department at Harvard , most people form a first impression of a website in 500 milliseconds. So, the question is whether you are proud or concerned about your digital experience after hearing this stat?

Social Media 78

Social Media Management Consulting Engineering Retail 78

Totango

FEBRUARY 5, 2021

Our increasingly customer-centric economy has established Customer Success as critical to every business’s overall strategy. Any CS team member knows that happy customers make for a thriving enterprise, but the same cannot always be said for C-level executives or your board of directors. Demonstrating the value of Customer Success to executives is crucial.

Net Promoter Score 73

Net Promoter Score VOC Customer Feedback Innovation 73

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

FEBRUARY 5, 2021

With on-demand video more popular than ever, over the top (OTT) companies need to keep up with increased competition — and rising customer expectations, This free data-driven report looks at what streaming services can do to increase engagement and earn customer loyalty. Learn more about the OTT industry by the numbers. 80% of U.S. customers use at least one video streaming service. 25% of customers sign up for free trials or discounted rates. 35% of customers leave when those free trials or spe

Customer Loyalty 52

Customer Loyalty Customer Expectations 52

Astute

FEBRUARY 4, 2021

Customer service automation helps companies with providing exceptional customer service and building customer loyalty. The post Building Customer Loyalty: 3 Unexpected Ways Email Automation Can Help appeared first on Astute.

Customer Loyalty 52

Customer Loyalty Customer Service Customer Experience 52

Doing CX Right

FEBRUARY 1, 2021

Ringcentral talks to Stacy Sherman about how companies can create lasting customer loyalty through an engaged workforce. Read interview. The post Empowering Employees Leads To Better CX appeared first on Doing CX Right.

CX 52

CX Customer Loyalty Customer Experience 52

Totango

FEBRUARY 1, 2021

Hi, It definitely feels like winter. It seems it is raining and cold almost everywhere. This is exactly the right time to move to our next destination. Auckland, New Zealand. This release will take us to Auckland for the next couple of months hopefully providing you with a lot of new value. Custom notification actions in SuccessPlays. Use SuccessPlays to trigger alerts, notifications, and celebrate milestones.

Touchpoint 62

Touchpoint 62

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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.

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SurveySensum

FEBRUARY 1, 2021

In the third episode of the Experience talk: Voice of Customer and Employee , Tanuj Diwan , Head of Product and Nandkishor Tripathi aka NK, Global Head of Customer Experience and Success at SurveySensum are talking about one of the most important aspects of the VOC program – How to define your Customer Journey? So, let’s jump right into it! Click here to listen to this insightful conversation on Spotify!

Customer Journey Map 52

Customer Journey Map VOC Touchpoint Innovation 52

SugarCRM

FEBRUARY 2, 2021

For decades, companies have focused on making customers happy. But what about employees? Employee happiness in the workplace is a major force that can drive profitability. This Gallup study has found that only about 34% of the US workforce are actively engaged in their workplace, tasks, and duties. And although the numbers have risen slightly over the past few years, disengaged employees still cost US organizations about $605 billion, due to a loss of productivity.

CRM 49

CRM Technology Technology 49

Qualtrics

FEBRUARY 4, 2021

State and local governments have struggled to manage vaccine distribution. We can do better – because we already have the tools to make this experience seamless. Here’s how. After all the excitement and planning to get the vaccines approved, we are now confronted by daily headlines on the challenges of distribution. One of the most significant pain points has been aligning demand with a clear and seamless assessment and scheduling process.

Government 47

Government Technology Technology Customer Experience 47

Chip Bell

FEBRUARY 3, 2021

There is an antique story about an old donkey who fell in the farmer’s abandoned well. Crying out, the donkey alerted the farmer who summoned his nearby neighbors to help him get the donkey out of the deep well. Their efforts proved totally fruitless. So, the farmer made a decision. Since the donkey was old and the well needed to be filled with dirt, he would ask his neighbors to get their shovels to help him bury the old donkey while filling up the abandoned well.

40

40

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