Alida
MARCH 15, 2022
For the generation hailed as being constantly connected, it can be a struggle to effectively reach out to members of Gen Z (or Zoomers). With a spending power of over $140 billion , consumers born after 1996 are a force to be reckoned with and their influence on the economy will continue to grow.
Retently
MARCH 16, 2022
With new SaaS companies popping up every day and a customer-centric culture coming into play, there’s (understandably) some confusion about how to manage customer interactions. For many companies, the entire conversation takes place under the umbrella of Customer Support (or Technical Support). Some companies have separated these functions further and appointed specialized groups for Onboarding, Implementation, and Customer Education.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
ShepHyken
MARCH 16, 2022
Let’s go back to physics class for just a moment. Isaac Newton’s third law of motion states, “For every action in nature, there is an equal and opposite reaction.” I admit to struggling in physics, but this was one principle I understood. The other day, a friend quoted Newton’s third law, and it hit me. Not only does this happen in physics, but it also happens in business, specifically when there is bad customer service or a bad customer experience (CX).
Eptica
MARCH 18, 2022
Date: Friday, March 18, 2022 Author: Pauline Ashenden - Demand Generation Manager Getting customer service right on Mother’s Day. Published on: March 18, 2022. Author: Pauline Ashenden - Demand Generation Manager Mother’s Day brings increased pressure for contact centres, as it falls on a Sunday and requires everything, from delivery to the present itself, to be perfect.
Advertisement
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
MARCH 15, 2022
In the past, businesses served to sell products or services to customers. Recently businesses served to satisfy customers. No more. Satisfied customers feel service is good, not better, just average. Nobody raves about average. And satisfied customers will leave when they find something better or less expensive. Today’s customers are paying for their experience, not a business’ service or product.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
BirdEye
MARCH 18, 2022
Every positive review posted online for a Realtor is a form of advertising. It doesn’t matter on which review site it’s posted, as long as it’s positive, it has value. The impact of positive reviews enhances your reputation and boosts your ability to find new clients and increase commissions. Here’s how positive reviews on Google, and more help Realtors be more successful. 1) It builds the trust.
Gainsight
MARCH 16, 2022
Customer health scores play a critical role in the success of any company. When you have strong customer health scores, your business thrives. Adoption increases, upsell opportunities present themselves more consistently, and customers advocate on your behalf, even when you don’t ask them. On the other hand, a bad customer health score can indicate churn is on the horizon, as well as poor customer stories, or worse.
ChurnZero
MARCH 17, 2022
As a follow-up to our well-attended webinar on “ The startup’s guide to Customer Success ” with Jennifer Chiang (the author of the book by the same name), we wanted to get more of our audience’s questions answered. Since we didn’t have the time to get to all the questions that came in during the live webinar, Jennifer took the time to go through and provide her responses to the unanswered questions, so we could share them with you here.
CSM Magazine
MARCH 14, 2022
Jen Snell, VP Go-to-Market (GTM) Strategy, Conversational AI at Verint explains why its time to move from robotic chatbots to those capable of true contextual conversations. Chatbots and Intelligent Virtual Assistants are on the customer engagement frontlines, interacting with consumers every day. Leveraging conversational AI to support rich two-way dialogues, they help facilitate seamless real-time communication and resolution, as well as help build a company’s brand credibility and boost engag
Advertisement
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.
Comm100
MARCH 14, 2022
Public customer service expectations are higher than ever before. As the private sector has adopted digital channels and technologies to improve customer experience (CX) and satisfaction, the public sector has begun to fall behind. In the US, the top-performing private sector boasts an 8.3 out of 10 customer satisfaction score. In US government, this score languishes at 4.5.
Kustomer
MARCH 14, 2022
One of the biggest shifts over the past few years? A digital-first mindset. While phone support isn’t going anywhere, when you force consumers to switch platforms in order to get their questions answered, you give them a reason to abandon their purchase or generate negative feelings. The less effort, the better — and with the digital-first consumer, chat is often better.
Upstream Works
MARCH 17, 2022
Technology changes impact all facets of a business. For contact centers, this also includes staffing and operations. Digital transformation poses distinct operational challenges for the contact center that go beyond the customer and agent experience; we’ll address two of those challenges here. While contact centers are increasingly turning to Artificial Intelligence (AI) applications for a variety of reasons, these technologies are not a silver bullet for everything, nor are they a complet
Beyond Philosophy
MARCH 17, 2022
People ask me a lot if there is a difference between experiences and creating customer loyalty when you are a business-to-business (B2B) organization as opposed to a business-to-customer (B2C) one. The short answer is there isn’t. The long answer is the following newsletter inspired by a recent podcast and a business pickle by one of our listeners. Here’s what Gad’s pickle is: Hello.
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!
.png)
ShepHyken
MARCH 14, 2022
Each week I read many 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. Using Customer Journey Maps and Jobs to Be Done for a Better Customer Experience by Tobias Komischke. (CMSWire) Customer experience design’s goal is providing consumers with the offerings they need to accomplish their objectives frictionlessly across all phases of the custom
Bill Quiseng
MARCH 14, 2022
Good customer service means you answered all your customers’ questions. It means you resolved your service problems. Good customer service means you efficiently processed your customers’ waiting lines. It’s all about you. Great customer service means that one of your customers felt you had all his questions answered. It means that a customer felt you had all his problems resolved.
Kayako
MARCH 14, 2022
Telecom companies operate in one of the most competitive sectors of the marketplace. The industry has the fourth-highest churn rate, after cable, financial, and general retail, meaning that 21% of new Telecom customers will stay less than a year with the same Telecom provider. These scenarios represent both a big challenge and an opportunity. The cost of acquiring new customers is up to 25 times higher than retaining them.
ChurnZero
MARCH 18, 2022
With so many SaaS metrics floating around, and even more opinions on when and how to use them, it can be hard to know if you’re measuring what really matters. Leading SaaS expert, Dave Kellogg, and ChurnZero CEO, You Mon Tsang, sat down to answer all the questions you want to know about SaaS metrics like ARR, NRR, GRR, LTV, and CAC (i.e., all the metrics your CEO and CFO care about) and set the context for their usage.
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.
ShepHyken
MARCH 15, 2022
The Metail Economy. Six Ingredients for Transforming Your Business to Thrive. Shep Hyken interviews Joel Bines, managing director and?global?co-head of the?Retail Practice at AlixPartners and the author of The Metail Economy. They discuss how to meet the growing expectations of the smart and savvy Me-centric customer. Top Takeaways: Joel Bines shares the six ingredients for transforming your business to thrive in this Metail economy: curation, customization, category expertise, cost, convenience
Kapta Customer Success
MARCH 14, 2022
Process improvements have a way of falling off your to-do list when meetings fill up your calendar and quarterly deadlines are always just around the corner. But taking the time to evaluate your key account management team's processes and systems can pay dividends when it comes to beating your quarterly and annual goals. Key accounts require a personalized approach, with customized services, outputs, and plans.
InnerTrends
MARCH 17, 2022
If you think acquiring a customer is the end of the finish line, then you might lose out on 67% of your additional revenue. That’s how much loyal customers can add to your business.
Team Support
MARCH 17, 2022
Training new hires on the fly isn’t easy and yet it’s quite common. When a support team is missing hands, chances are that new support agents will be hitting the tickets with precious little preparation. Needless to say, this can quickly lead to problems with customers. When a customer chats in with a new or particularly green support agent, the team member might provide wrong information or generally make some mistakes.
Advertisement
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.
CSM Magazine
MARCH 12, 2022
With the metaverse predicted to nearly double, potentially reaching $783.3 billion by 2024, it’s not a surprise that businesses across industries are looking to invest. In fact, several new startups are opening virtual headquarters in anticipation of the Metaverse dominating the future of work. Gerald Martinetz, VP of Applied Intelligence at Mindbreeze explores further.
Call Experts
MARCH 17, 2022
When you contact a business, the very first thing you hear is the customer service greeting. The person on the other end of the line greets you and welcomes you to the conversation. Customer service greetings can be an essential part of any customer experience strategy. Calls are a powerful way to connect with customers, but only if done right! Customer service is all about relationships , and relationships start with your customer service greeting.
CustomerSuccessBox
MARCH 17, 2022
It’s not always easy to navigate through the customer success process. Customer success, like any other tricky-to-navigate sector, requires a map. A customer journey map can help with this. It’s a document (or set of documents) that outlines when various teams in your company should communicate with customers. Read further to know in detail about the best practices that you should follow for building an effective Customer Journey Map.
Hello Customer
MARCH 15, 2022
Many companies work hard on loyalty programs, company restructuring, and more expensive changes in order to achieve customer delight. But what they seem to forget, is that creating a real customer experience starts with your greatest treasure of all: your people! It's not difficult to recognize the link between customer happiness and financial performance.
Advertisement
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.
Expert insights. Personalized for you.
228 
Let's personalize your content