GetFeedback
DECEMBER 2, 2019
What if the return on your investment is even beyond what you were hoping? Focusing on your customers will result in increased loyalty, more positive word-of-mouth referrals, and higher spend from your best customers. And understanding, leveraging and acting on CSAT scores can absolutely help you get there. First things first. It costs five times more to sell to a new customer than to sell to a happy one.
Beyond Philosophy
DECEMBER 6, 2019
When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. I wondered how I did that. When I thought about it, there were some common telltale cultural signs organizations share that indicate where their focus lies. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is.
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BlueOcean
DECEMBER 4, 2019
There’s no doubt that today’s businesses – from SMB to global mega-brands – take data security and data protection very, very seriously. With the ever-increasing rigor around PCI DSS compliance, not to mention the proliferation of legislated protections like GDRP, the landscape is changing quickly and for the better. As a result, for most companies, any relationship with an outsourced customer care partner is going to have to come with stringent PCI DSS standards well-established, as well as rob
InMoment XI
DECEMBER 5, 2019
No Longer Your Dad’s Work Environment Today’s workforce is more diverse than ever. Multiple generations often work together side-by-side. This blog provides insight into the generational differences in workplace values, differences in their engagement levels, and some of the practices that companies are using to improve engagement. MaritzCX leverages decades of research experience to help organizations.
Advertiser: ZoomInfo
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
Experience Investigators by 360Connext
DECEMBER 3, 2019
The goal of learning in any workplace is to be, well, better. Better at serving customers. Better at increasing efficiency. Better at employee development. Better at staying ahead of the competition. All of that is achievable with the options in learning today, but how often are we really taking advantage of it? The learning paths for everyone should include an overall outcome from the start.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
ShepHyken
DECEMBER 3, 2019
Elevate the Employee (and Customer) Experience. Making a Lasting Impact on the People That Power Your Business. Shep Hyken interviews Robert Glazer. They discuss his practice of employee “wish-granting,” common service mistakes businesses make and his book, Elevate: Push Beyond Your Limits and Unlock Success in Yourself and Others. Top Takeaways: Find ways to do something meaningful for your employees around the holidays—or any time of year.
TechSee
DECEMBER 3, 2019
Agent: Hello, thank you for calling Longbow Telecom. How may I help you today? Customer: I think I need to reset my router but I can’t work out how. Agent: One moment please, while I access that information. Agent: Thank you for holding. I’m pulling it up for you right now. Agent: Thanks for your patience. I’m just locating the right section. Agent: Apologies for the delay, please continue to hold while I escalate this query to Tier 2 support.
Heart of the Customer
DECEMBER 5, 2019
Your CFO doesn’t care about your customer experience (CX) surveys. She cares about the health of your business, and it’s unlikely she sees a direct link between your survey scores and the measurements she follows. Meanwhile, your CEO is focused on your customers, but that doesn’t mean he cares about your surveys, either. As one […]. The post Why 1 in 4 of You Will Lose Your Job in 2020 appeared first on Heart of the Customer.
Customers That Stick
DECEMBER 3, 2019
It is an amazing time to be a customer experience expert and a fascinating time to look back at the immense changes to both the idea and practice of customer experience that the last decade has brought. Personally, as a third generation entrepreneur, this was the decade where I made my transition to taking the principles I’d learned through my years of entrepreneurship and codifying them into ideas and theories to teach others how to improve the customer experience and customer service in their
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ProProfs Chat
DECEMBER 6, 2019
Customer service and customer support may seem like semantics; even Google does not make a difference in them. And you have probably come across tons of instances online where these terms are often used interchangeably. So, you think that they basically mean the same thing, right? What if we told you that you are not right! Each of these terms is customer-facing disciplines, but they cannot be used in place of the other.
Kustomer
DECEMBER 5, 2019
Yesterday, we announced our $60M Series E funding round led by Coatue. I wanted to take a few minutes and talk about reimagining customer service and the future of Kustomer. I’ve always been passionate about great customer experiences. I live it everyday in my personal life when buying from companies that make it easy to do business with them and I’ve founded three companies dedicated to changing the way businesses serve their customers.
Retently
DECEMBER 4, 2019
Detractors are kind of a “taboo” topic in the business world – nobody really likes talking or thinking about upset customers. But those customers are actually vital for business development and this quote should sum up just how important they really are: “The brand is no longer what we tell the customer it is – it is what the customers tell each other it is.”- Scott Cook.
CSM Magazine
DECEMBER 5, 2019
Philip Say, VP of Innovation Product Management, Sutherland Labs shares his CX Predictions for 2020. 1. AI unlocks intelligent experiences in customer support. AI is disrupting almost every industry, from manufacturing to finance – and in 2020 the increasing impact of AI will make its way to customer support (CS) centers, allowing businesses to empower CS agents with real-time feedback and guidance during customer interactions.
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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.
ShepHyken
DECEMBER 4, 2019
The other day I went out to breakfast with some friends. There were eight of us, so we needed two tables pushed together. The restaurant was crowded. The hostess pointed to a table and said when that party got up, we could have their table and the table next to them, which was empty. It looked like they were almost finished with their breakfast, but we had no idea how long that might be.
Kustomer
DECEMBER 4, 2019
Series E funding round is led by Coatue with participation from existing investors Tiger Global Management and Battery Ventures. NEW YORK, NY — December 4, 2019 — Kustomer, the SaaS platform reimagining enterprise customer service, announced today it raised $60 million in Series E funding. This latest round of financing was led by Coatue with participation from current investors Tiger Global Management and Battery Ventures.
ProProfs Chat
DECEMBER 6, 2019
Immediately after an Uber ride, you are asked a heartfelt question, “ How was your recent trip with (the driver’s name)? After providing a star rating, you are asked to. “Give a compliment?”. Giving feedback at that time can feel like a task sometimes, especially when you are in a hurry to start/end your day. But it is this simple feedback that is helping Uber and other ridesharing companies keep only the best drivers on the road.
Lumoa
DECEMBER 3, 2019
The customer journey map is a visual representation of the customer journey. Customer journey mapping is a way to overview the customer journey that helps you to manage the customer experience.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!
ShepHyken
DECEMBER 2, 2019
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Top 10 Kudos of 2019: Shining Examples of Customer Service at Its Best by Patty Isnor. (Blue Ocean) As the holiday season unfolds, we wanted to share the amazing words of gratitude that flow every day from our clients’ customers to our agents.
Michel Falcon Experience
DECEMBER 5, 2019
Watch this quick video to learn my two GOLDEN RULES on gift-giving. I guarantee you will learn how to WOW your friends, co-workers and team members this holiday season. Follow me on LinkedIn for more tips like this. Buy John Ruhlin’s Book HERE. Are you interested in improving your company culture, employee engagement, and customer experience? If so, my online course, Team Operating System , may be your solution.
ProProfs Chat
NOVEMBER 30, 2019
Every company wants to be #1. No matter which industry a company belongs to, each one of them thrive to be the best is the one thing that makes them work hard and smart every day. . But, what if I were to tell you the ticket to being the best is offering delightful customer service ? You can have the best product, high-quality services, and a beautiful website, but with bad customer support , your company will always fall behind.
InnerTrends
DECEMBER 2, 2019
Should you encourage people to sign up right away, or is a considered signup better? How do you know which is more suitable for your business? First though, let’s look at what we mean when we discuss these two methods of bringing new people into your business. The Fast Signup. The fast signup presents your visitor with the option to sign up for your product or service as soon as they land on your website.
Advertiser: ZoomInfo
ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!
Oracle
DECEMBER 5, 2019
Omnichannel is set to move front and center as part of customer experience (CX) strategy in 2020. Still a relatively nascent concept, it grew in prominence in 2019 but companies haven’t fully embraced it yet in a widespread manner. This is all set to change in 2020, as companies move to avoid falling behind competitors in the race to keep pace with changing customer demands.
Michel Falcon Experience
DECEMBER 4, 2019
I’d imagine that the person you settled down with in your personal life took the time to get to know you before making any jumps in your relationship such as moving in together or buying your first home. You asked questions to understand if the person was right for you to determine if you had the same values and had a similar outlook for the future.
ProProfs Chat
DECEMBER 5, 2019
Do you remember any situation where you switched your telecom service provider just because they were not responsive enough to your support-related queries? If yes, there you go!! . What made you switch? What were you actually looking for? Well, it’s a one-word answer: High-Quality Customer Service. Image Source. If you make customers unhappy in the physical world, they might each tell 6 friends.
Perkville
DECEMBER 3, 2019
Dec. 3 2019 — Perkville, a leading loyalty and rewards program in the fitness space, and Twin Oaks Software, a leading club management software provider, today announced an integration that makes it easy for health club owners to grow revenue with rewards.
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