Team Support
APRIL 20, 2021
What brings meaning into your professional life —. The sense of self-fulfillment? Nice compensation? Friendly colleagues? Hold on a second. I realize this question is a bit heavy. We associate our professional lives with many things, and what makes us happy and motivated about work might be different for everyone. But there’s one thing that motivates most of us: meaning.
GetFeedback
APRIL 22, 2021
A detailed explanation of the different between customer experience and user experience.
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Bold360
APRIL 20, 2021
Providing an optimized customer experience (CX) requires understanding what customers need – what they’re looking for and how they’re looking for it – and then quickly responding to those needs. Well, 2020 was a crash course in recalibrating CX to respond to rapidly evolving customer needs. What did Bold360 customers learn? That data is gold. Miri Duenias, Customer Relationship Manager at Bold360, offers insights from the frontlines.
Customer Bliss
APRIL 23, 2021
Global Gurus’ list for World’s Top 30 Customer Service Professionals for 2021 came out recently, and I wanted to use it as an opportunity to highlight some of my friends and colleagues who are not only on the list, but who have shared their wisdom on my podcast. (And, of course, I appreciate Global Gurus for including me on the list once again!
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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.
Bill Quiseng
APRIL 18, 2021
Social media is bad for customer service. Whether ranting or raving, customers are telling stories online about businesses whether those businesses are listening or not. With customers using platforms like Twitter and Facebook to complain loudly and sometimes virally to the world, companies have had to add resources to respond accordingly. But I am not against monitoring social media or using it as a responsive customer service channel.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
ShepHyken
APRIL 21, 2021
Let me put it to you in the simplest terms possible. When your customer calls, emails or texts you, you must respond. That is unless you don’t care if they ever do business with you again. One of our subscribers to The Shepard Letter , Andy Saks, owner of Spark Presentations and professional corporate presenter , sent in a story worth sharing. (By the way, if you’ve got an amazing – or horrific – customer service story, send it over.
TechSee
APRIL 21, 2021
Call centers are busier than ever. According to a 2021 survey, 65% of U.S. consumers have required assistance during the COVID-19 pandemic. These growing call volumes – coupled with the continuous need for cost optimizations – have driven the demand and adoption of artificial intelligence (AI) in call centers. AI is moving forward rapidly, with contact center AI software continuously evolving and dramatically improving, and ultimately delivering more value. .
ReviewTrackers
APRIL 20, 2021
Customer Acquisition: Banking Strategies. The ways that customers shop for banks and financial services providers have changed. So, therefore, have the methods and strategies for customer acquisition in banking. What does it take to acquire and keep new banking customers? How can companies achieve a better understanding of consumers’ new path to purchase?
Daniel Group
APRIL 23, 2021
Welcome to Success Strategies. Want your Customer Feedback scores to go up by 6 points? We’ve learned through our extensive research that this is just what happens when “Communication” is mentioned as something that went well! On the flipside, if “Communication” is mentioned that something that needs improve, your score may take a 40 point dip.
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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
APRIL 23, 2021
This week we feature an article by Devin Pickell, a Growth Marketer at Nextiva. He shares customer service best practices that successful brands use to help their customers on social media. Businesses have been using social media for years now to publish content, engage with their audiences, advertise their products, and stand up for social causes. .
Alida
APRIL 23, 2021
How do you stand on the right side of the line between the helpful and the creepy with artificial intelligence (AI)? It’s a question rarely asked about AI in customer experience.
The DiJulius Group
APRIL 21, 2021
The key to building long-term customer loyalty is not through chasing price or luring new customers with discounts, rather it is time to focus on building a positive experience so engaging, so memorable, that your existing clients can’t stop talking about you to others. Is it Possible to Make Price Irrelevant? When I say you. Read Full Article.
Oracle
APRIL 19, 2021
Customer experience (CX) is taking a new shape as interactions between businesses and customers have largely migrated to the internet as a response to COVID-19. This shift is causing customers to prioritize positive, seamless, and often contactless experiences over other attributes such as brand, price, and product quality. According to Forbes Insights , 74% of shoppers say that CX is the key factor when deciding whether or not to buy from a company.
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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ShepHyken
APRIL 20, 2021
The New Way to Take Care of a Customer: Autonomous Customer Service. How Autonomous Customer Service impacts the Customer Journey. Shep Hyken interviews Jeff Nicholson, Global Head CRM Product Marketing of Pegasystems. They discuss how autonomous customer service impacts the company, its employees, and their customers. Top Takeaways: 56% of consumers go to a company’s website before they call customer service.
Alida
APRIL 20, 2021
New competitors popping up, alongside industry titans expanding into new markets, make the competition for share of wallet more crowded than ever. But with customers at their spending limit, companies looking to grow without overburdening customers are faced with a tough question—how do I stand out?
ChurnZero
APRIL 23, 2021
If you are a high-touch Customer Success Manager (CSM) and simply cannot imagine a world where you actually enjoy using Customer Success software, I’m here to help. Allow me to convince you that high-touch Customer Success paired with automation is actually a match made in heaven. And follow along as I do so through a fun analogy of online dating. CSMs know all too well the painstaking and cringe-worthy challenges that come with a bad-fit customer: awkward and one-sided conversations, forced smi
Comm100
APRIL 22, 2021
By 2022, CNBC predicts that 75-90% of customer queries will be handled by a chatbot. From Starbucks to Duolingo and in almost every industry in between, top brands are turning to chatbots to improve their customer service and support operations. While some brands were initially hesitant to get onboard, thanks to tech advancements, these chatbot fears are being put to bed.
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.
Hero Digital
APRIL 20, 2021
Hero Digital, a leading digital customer experience (CX) company, and FullContact, the industry leader in consumer Identity Resolution as a service, today announced their partnership to provide clients with new capabilities to recognize and enrich anonymous website and mobile app visitors. Leading brands have embraced the end of the 3rd party cookie and the necessity to align to a more modern and responsible approach to identification and personalization.
Inbenta
APRIL 22, 2021
In a world driven by the culture of immediacy and self-service, the provision of fast, high-quality responses to every request from customers and interested parties, all while reducing direct service contact, has become critical. To do so, chatbots are your best friend – but, not all chatbots are built the same. Here are some factors to consider when selecting your chatbot.
SurveySparrow
APRIL 18, 2021
Imagine this. . Anytime you visit your favorite cafè, you choose to have the same coffee order. The barista soon realizes that you are a regular customer and notes down your usual purchase. So the next time you visit them, they have your order ready to go. Wouldn’t you agree that this small gesture would make your customer experience more enjoyable?
Education Services Group
APRIL 21, 2021
Stop! If you’re wondering what the ESG Customer Success Maturity Model is and why we built it, go back and read the first installment of this three-part series. If you’ve already devoured that and are ready for more, read on! Here in part two, I’ll talk about the second phase of Customer Success maturity – Operationalize. This phase of growth is all about erecting a structure on top of your CS foundation.
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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.
Beyond Philosophy
APRIL 21, 2021
How to Build UNBREAKABLE Relationships With Your Customers. Brands have a problem sometimes. They get stuck and lose momentum and the ability to respond to changes in the market. Over time that can result in a loss of relevancy to their customers and an inability to keep their customers. Moreover, they lose out on forming solid relationships with customers that allow brands to enjoy the benefits of customer-driven growth.
Russel Lolacher
APRIL 20, 2021
Internal podcasts are a great tool for communications and to engage your employees. It’s like having your very own company culture radio station. The popularity and adoption of podcasting continues to rise. According to Statistica, the number of those who have listened to podcasts over the age of 12, jumped 44% from 2018 to 2019. So it’s not just growing in awareness but also as a viable medium to get information and be entertained by.
Steve DiGioia
APRIL 19, 2021
The best intentions only get you so far and sometimes, your “best” is not good enough for your customer. They are upset, they are disappointed, and they deserve an apology. And here is where your “best” gets even worse. When you sit down to write that scorned customer an email to say how sorry you are for the lack of service they received, sometimes the apology makes the situation even worse.
One Millimeter Mindset
APRIL 20, 2021
Do you really understand how your company generates revenue? Really? Most of you reading this post will toss off the response: “Well, duh, Babette, we sell stuff to other people.” Which is an accurate enough response, depending on where you sit around your organization’s business table. Consider that your perspective is too tactical? Generating revenue is part of everyone’s job function, whether stated or not.
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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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