Terrifying Tales of Spooky Support
Help Scout
OCTOBER 27, 2021
The relentless customer with suspiciously sharp teeth, and the disturbing silence of an empty inbox. Three support stories to scare any customer service professional this Halloween.
Help Scout
OCTOBER 27, 2021
The relentless customer with suspiciously sharp teeth, and the disturbing silence of an empty inbox. Three support stories to scare any customer service professional this Halloween.
QuestionPro Audience
OCTOBER 27, 2021
Imagine doing a research study on the experience of driving a car, but all the participants are exclusively motorcycle users; inevitably the results will be useless for the research we aimed for. This type of error that occurs when conducting a research study with a poor selection of participants is known as sampling bias , and can be prevented by always selecting participants at random and from different contexts.
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ShepHyken
OCTOBER 27, 2021
“I’m sorry.” Customers love to hear those important words, especially when they are calling about a problem or have a complaint. I briefly covered this in a recent article ( The Five Best Things to Say to an Angry or Upset Customer ), but I want to dive into the “I’m sorry” comment a little deeper. . Not long ago I called a customer support center and early in the conversation the agent said, “I’m sorry you are experiencing this problem.
TechSee
OCTOBER 27, 2021
When customers need help, they most often turn to the company’s 800 number for support. According to research , more than 50% of customers across all age groups typically use the phone to reach customer service, making it the most used channel for customer support. But not all voice-based calls are considered equal. The quality of an agent-customer interaction is impacted by the customer’s ability to describe the problem accurately, the agent’s skill level in diagnosing the issue, and individual
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
FiveStars
OCTOBER 27, 2021
Loyal customers keep your revenue flowing. In fact, loyal customers spend 67 percent more than occasional customers, which is why focusing on repeat business is a necessity. But, how? The post 5 Ways to Increase Customer Loyalty appeared first on Fivestars Insights.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Vanilla Forums
OCTOBER 27, 2021
Building a community takes time, commitment, and effort. Though there are no guarantees, there are certain steps you can take to set your company on the path to success. As they say, “experience is the best teacher,” and there’s hardly anyone with more experience building communities than Guy Kawasaki.
Totango
OCTOBER 27, 2021
What’s scarier than a ghost roaming around your attic? Being ghosted by a client – especially one that you’ve put a lot of time and effort into nurturing. There are a number of reasons why a customer may ghost you. They could simply be in the midst of a really busy period or they could have decided they just don’t like or need your product anymore. Whatever the reason, being ghosted hurts.
Uplight
OCTOBER 27, 2021
Utilities who are serious about their customers and their strategic futures can’t forget about their biggest segment, business customers. Although business customers make up less than 15% of a typical utility’s meters, they can account for up to two-thirds of a utility’s load and revenue. Business customers also represent more than 70% of the electrification Read More.
Totango
OCTOBER 27, 2021
What’s scarier than a ghost roaming around your attic? Being ghosted by a client – especially one that you’ve put a lot of time and effort into nurturing. There are a number of reasons why a customer may ghost you. They could simply be in the midst of a really busy period or they could have decided they just don’t like or need your product anymore. Whatever the reason, being ghosted hurts.
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
Integrity Solutions
OCTOBER 27, 2021
Differentiating on service isn’t just a smart strategy for growth; increasingly, it’s a survival strategy. In a world where customers have more options available to them — and more ways to vent frustrations publicly — you can’t afford to drop the ball on excellent customer service. Last week was National Customer Service Week , an annual — and now global — event devoted to celebrating the people who make customer service happen.
Totango
OCTOBER 27, 2021
What’s scarier than a ghost roaming around your attic? Being ghosted by a client – especially one that you’ve put a lot of time and effort into nurturing. There are a number of reasons why a customer may ghost you. They could simply be in the midst of a really busy period or they could have decided they just don’t like or need your product anymore. Whatever the reason, being ghosted hurts.
The DiJulius Group
OCTOBER 27, 2021
Chief Revolution Officer John DiJulius of the DiJulius Group discusses how to make your customer experience training more fun and effective. Your customer experience strategy is worthless without ensuring it is retained and executed by every existing and new team member. Just because your employees were in attendance at your customer service training or watched.
SAP Customer Experience
OCTOBER 27, 2021
This month the Customer Interaction Center will be hosting not one but five live Webcasts which you can register for at the time that best suits you with the links below (or you can watch the recordings after). We look forward to seeing you there! Incident Management (English) Date: 3rd.
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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,
SurveySparrow
OCTOBER 27, 2021
Despite what you might be thinking, the phrase customer intelligence doesn’t have anything to do with your customers’ IQ levels! Instead, customer intelligence is all about gathering data to better understand why customers act in the way they do. . In turn, businesses can use these data points to better predict customer actions and improve the customer experience. .
Magellan Solutions
OCTOBER 27, 2021
How To Choose a Good Phone Answering Service Provider. Phone answering services are vital to any business in more ways than one. Serving as the frontline of your business, a good phone answering service can drastically improve your business operations and customer support. Convenient and cost-effective, outsourcing services provide quality service specifically designed to a certain area; this saves business owners time and work, which they can channel to other areas that need focus.
Quadient
OCTOBER 27, 2021
Qu’est-ce que l’orchestration du parcours client ? Les concepts clés à connaître. Ludovic Georges. Wed, 10/27/2021 - 13:41. De nos jours, les clients s’attendent à ce que chacune de leurs expériences avec une marque ou un fournisseur soit rapide, simple et pratique. Les clients sont en quête d’expériences personnalisées, cohérentes, pertinentes, rapides, sans écueil et transparentes, quels que soient les points d’interaction. .
delighted
OCTOBER 27, 2021
The tighter the job market gets , the more important it becomes to have a solid candidate recruiting experience and feedback-driven system for employee retention. To support your company in that goal, today we’re excited to announce 3 new HR/recruiting platform integrations that automate employee feedback collection throughout the entire employee lifecycle: Greenhouse, Zoho Recruit, and BambooHR.
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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?
Quadient
OCTOBER 27, 2021
Que signifie CCM ? Un cours accéléré pour les débutants. Ludovic Georges. Wed, 10/27/2021 - 14:33. Nous savons tous que pour les entreprises, une bataille acharnée entre les acteurs se situe au niveau de l’expérience client. Les clients d’aujourd’hui veulent des communications pertinentes et personnalisées, disponibles à la demande et accessibles via le canal de leur choix. .
Playvox
OCTOBER 27, 2021
If your contact center isn’t currently focusing on cross-selling and upselling, you’re missing a great opportunity to strengthen customer relationships and increase revenue. Our original contact center research revealed that 28 percent of contact centers generate 11 to 20 percent of their revenue from cross-selling and upselling. Yet, increasing revenue isn’t the most cited reason for having a cross-sell/upsell program. .
Blueshift
OCTOBER 27, 2021
As customer expectations evolve and personalized experiences move to the center of your digital marketing strategy, creating omnichannel campaigns is becoming more and more imperative for activating and retaining customers. The post Now Available on Blueshift Academy: Omnichannel Campaigns appeared first on Blueshift.
Centercode
OCTOBER 27, 2021
The first step in building a product that solves problems is understanding what problems exist for your customers and how they're attempting to solve them. Technographics are a critical part of that understanding.
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Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!
Uplight
OCTOBER 27, 2021
Renters, for many utilities, are challenging to engage. But this segment is more concerned about their energy bills than other segments, and are less likely to think that their energy bill is affordable. The Smart Energy Consumer Collaborative surveyed over 1,000 residential customers to understand what renter’s attitudes are towards energy, what programs and offers Read More.
SurveySparrow
OCTOBER 27, 2021
Things are finally starting to look up. We think that it might, could be possible to vaccinate most of the world against COVID 19 by 2022. Frankly, most of us are hitting a pandemic wall right now. After enduring two full years of COVID 19 with all of its chaos, it can be hard to care about work some days. In this situation, how can you boost your employees’ morale?
GlowTouch
OCTOBER 27, 2021
Initiative Aims to Connect Military Spouses with Job Opportunities. PRESS RELEASE OCT 27, 2021, 09:00 EDT LOUISVILLE, Ky., October 27, 2021 (Newswire.com) – GlowTouch LLC , a global Business Process Outsourcing (BPO) services provider based in Louisville, KY, announced today that the company has now joined the DoD’s Military Spouse Employment Partnership.
inSided
OCTOBER 27, 2021
Today's inSi-DED story teaches you a lesson in networking. Kind of. TLDR Networking isn’t always a good thing. Especially when two customers are paying very different prices for your product. ?? If you still want to submit your own CS or community horror story, do so here. (And just like this contributor, you can choose to be completely anonymous!).
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.
SAP Customer Experience
OCTOBER 27, 2021
This month the Customer Interaction Center will be hosting two Webcasts aimed to-wards our APJ Customers, Partners and Colleagues which you can register for at the time that best suits you with the links below (or you can watch the recordings after). We look forward to seeing you there! Webcast.
MyCustomer
OCTOBER 27, 2021
Loyalty How customer success and CX can work together.
Forrester's Customer Insights
OCTOBER 27, 2021
Becoming an environmentally, socially, and economically sustainable business demands a profound and fundamental change. Like digital transformation before it, you can’t just bolt it on. Traditional firms willing to start their multiyear transformation journey toward sustainability must embrace the three principles of sustainable transformation.
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