Hello Customer
APRIL 24, 2020
How can empathy make a difference as we are all adapting to a changing world? Last week we hosted a strategic session with some of our customers, together with Steven Van Belleghem. During this session, they had the chance to put some of the biggest challenges they’re facing on the virtual meeting room table. In this blog post, we gladly share some of the insights with you.
iPerceptions
APRIL 20, 2020
A crisis can have reverberating effects on the day-to-day of customers and brands alike.
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CSM Magazine
APRIL 24, 2020
Customer Relationship Management (or CRM) is a phrase used about how your organization engages customers. It is often assumed that CRM implies a system used in capturing information relating to customers. However, it is important to reiterate that this is only a small part of the bigger picture. Effective CRM involves the use of tech to college data needed to offer improved services and support to customers.
Beyond Philosophy
APRIL 23, 2020
We have a mirror that has been resting against the wall in our garage for the last five years. I want to give it away, but my wife Lorraine keeps saying, “No, we’ll sell that. It’s a nice mirror.”. It is a lovely mirror. But we aren’t going to get that much for it. Still, there it sits. Lorraine is demonstrating how the Endowment Effect works.
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Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.
Experience Investigators by 360Connext
APRIL 21, 2020
Customer Experience is Multifaceted. Customer experience is the culmination of so many things. It’s about the end-to-end journey your customers has with your brand, built on every interaction and emotion along the way. It’s about employee experience, ensuring your employees feel connected to the mission and empowered to deliver the best possible experience.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
ProProfs Chat
APRIL 22, 2020
An interpretation of the “80/20 Rule” given by Italian economist Vilfredo Paret stated that “80% of your company’s sales come from 20% of your customers” This adage is long being used as an incredible tool for business growth. To increase sales and boost revenue, companies have to make efforts to identify the characteristics of the top 20% satisfied customers who will contribute to 80% of your sales.
ChurnZero
APRIL 21, 2020
This is a guest blog post by Anita Toth,Chief Churn Crusher. Customer Success teams are under enormous pressure right now trying to cope with all the fast changes brought on by the pandemic. Not only at work but in their personal lives. And they are also trying their best to serve customers who are experiencing upheaval too. Your team and your customers are feeling immense mental and emotional pressures, which means new ways of thinking and operating are needed to cope with those pressures.
Myra Golden
APRIL 23, 2020
It’s not unlike having your firstborn away at college. Your child is in the dorm and on her own. For eighteen years, you’ve prepared her for adulthood. But you worry. Is she making friends? Will she be safe at parties and with alcohol? Can she juggle classwork with fun? Is she eating healthy? Your employees are on their own at home. If a remote employee’s next phone call is from an angry, irate customer, can they handle it?
ShepHyken
APRIL 21, 2020
Start by Being a Great Place to Work. Hiring the Right Employees to Deliver Exceptional Customer Service. Shep Hyken interviews Eric Chester. They discuss tips, tactics and strategies on hiring from his latest book, Fully Staffed: The Definitive Guide to Finding & Keeping Great Employees in the Worst Labor Market Ever. Top Takeaways: When the economy is bustling and the unemployment rate is low, the resultant labor shortage makes it very difficult to find (and keep) the best employees for th
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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.
Lumoa
APRIL 22, 2020
B2B companies often struggle with common hurdles when it comes to surveying customers. Conducting B2B customer surveys should be an illuminating process, but instead, they become a nightmare that makes you want to tear your hair out. It’s kind of like making New Year’s resolutions… you know you should stick to them, but somehow you always stray from the righteous path.
Totango
APRIL 24, 2020
In customer retention, every engagement counts. There is no final effort in the days and weeks leading up to an anniversary that can overcome a poor relationship in the months prior. Rather, customer retention for SaaS enterprises is a result of the customer experience. It is an outcome based on an emotional reaction and connection to the performance of a supplier and the value a customer experiences through using that enterprise’s product.
ProProfs Chat
APRIL 24, 2020
We’ve seen popular brands create some of the most memorable and successful customer service stories. And we’ve all tried to follow their footsteps. But rather than following them, why not see what really worked for them? Believe it or not, but customer service psychology is one of the driving factors for their success. Well, just in case you are thinking about how we actually work upon our customer service psychology, then it is important to monitor whether you’ve managed to achieve your goal of
Oracle
APRIL 22, 2020
In a recent survey by Edelman , customers in a dozen countries stated how they view and what they expect from their favorite brands during this time of social distancing, sheltering-in-place, and business shutdowns. The respondents view companies as critical partners to governments, non-profit relief organizations, etc. because they feel the companies have the resources/relationships to help mobilize action. 86% view their favorite brands as an essential safety net, ready to step up to assist an
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!
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Heart of the Customer
APRIL 23, 2020
During these challenging times, I’ve been posting weekly videos on LinkedIn, sharing best practices on how customer experience (CX) pros can ensure their companies come out of this pandemic in a position of strength. We’ve also created a LinkedIn group, Managing the Coronavirus Experience (the Other CX), for you all to share your own tips. […].
Ecrion
APRIL 22, 2020
It’s true that automating any business-related task can save time and money. You and your employees take advantage of automating business operations on many levels. This is even true when it comes to communication with your consumers. For instance, you might have a reason to set up automated email responses. These can be useful for a variety of operational tasks.
ProProfs Chat
APRIL 22, 2020
When customers buy a product or a service, there is always a chance that they would experience challenges while using them. The one obvious thing they will do when faced with such a situation is – reach out to your support staff and report the problems they are experiencing. Managing and tracking customer issues on a daily basis can be a nightmare, especially if their volume is high.
UJET
APRIL 21, 2020
We’re thrilled to welcome Vasili Triant to UJET as our Chief Business Officer. Vasili joins UJET with more than two decades of experience in the contact center, unified communications (UC), telecom, and SaaS industries. Vasili has held key leadership positions at companies such as Serenova, Shoretel, and Cisco, where as General Manager and Vice President of Cisco’s global contact center business he was responsible for transitioning Cisco’s business into the cloud.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Bold360
APRIL 20, 2020
Subscribe via iTunes , Spotify and more. Imagine what it’s like to be a customer right now. The world is confusing. You’re scared. And a lot of people are handing down directives and mandates for you to follow. That’s why it’s critical to think about how you can add value to your customer. Then tell them a simple, elegant story.
Eptica
APRIL 23, 2020
Date: Thursday, April 23, 2020 Author: Pauline Ashenden - Marketing Manager Why the golden rules of service by Fred Sirieix should inspire all of us. Published on: April 23, 2020. Author: Pauline Ashenden - Marketing Manager Consumers expect the same high levels of service from every company in any sector. This means that any business in almost any vertical or industry can learn some useful lessons from service-oriented sectors such as restaurants and hospitality, perhaps even more so during loc
ProProfs Chat
APRIL 21, 2020
You are reading this blog because you think feedback is important, don’t you? Indeed, after knowing that about 91% of customers don’t complain after a bad customer experience but simply move on to your competitor’s product or service, you can become eager to know what’s on their mind. So you may know that unsatisfactory customer experiences are behind customer churn, but does getting your customers to answer lengthy feedback forms do any magic?
UJET
APRIL 21, 2020
We’re thrilled to welcome Vasili Triant to UJET as our Chief Business Officer. Vasili joins UJET with more than two decades of experience in the contact center, unified communications (UC), telecom, and SaaS industries. Vasili has held key leadership positions at companies such as Serenova, Shoretel, and Cisco, where as General Manager and Vice President of Cisco’s global contact center business he was responsible for transitioning Cisco’s business into the cloud.
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The annual Cognition virtual conference is back on October 16, and this year it’s FREE! You’ll enjoy: Inspiring Keynotes from top learning industry leaders, providing fresh perspectives to help you outperform the competition. Hands-on, Skill-Building Sessions to elevate your growth, retention, and product adoption strategies. Exclusive First Look at the latest innovations from Thought Industries, empowering you with tools to grow faster.
Thematic
APRIL 21, 2020
Some companies are seeing massive growth as a result of COVID-19. This brings its own set of challenges and opportunities for customer insights & analytics leaders. One way we’ve responded at Thematic has been to start hosting virtual roundtable discussions for customer insights and analytics professionals to connect and share how everyone is managing.
Myra Golden
APRIL 20, 2020
I read that the average customer service call lasts 2 minutes longer than it needs to. Often, we don’t know how to get an angry customer to back down, or we struggle to move a customer from venting to a solution. Or we don’t want to be rude when trying to wrap things up with a friendly, talkative customer. The problem with longer calls is the impact it has on customers who are on hold waiting for help.
Interactions
APRIL 23, 2020
Modern user interfaces are sometimes customizable but are rarely truly dynamic; you may be able to change your phone’s accent and what it calls you, but otherwise its responses don’t change whether you are 18 or 81, a new user or an old friend. This is not, however, the way humans interact naturally with each other. We alter both content and delivery when switching from talking to our preschoolers to addressing our work colleagues (a distinction made all the more apparent by our current work-at-
ChurnZero
APRIL 24, 2020
A customer journey map is a tool to help visualize the experiences of interacting with your company from the customer’s point of view. By understanding your customer’s journey, you can better deliver on their expectations. For those of us who have never created a journey map before, it might seem like an intimidating development to undertake. That’s why we asked one of our customers to share their experiences and lessons learned in building out a customer journey map.
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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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