Customer Bliss
JULY 19, 2018
In today’s lively chat with Sue, we talk about her customer service experience and leadership that paved the way for her success in transforming the CX culture at Newegg, a multi-billion dollar company that has been customer-focused since its inception. Do you have “talk time” countdown timers in your customer service centers?
Beyond Philosophy
FEBRUARY 17, 2020
For example, many years ago, he tweeted snarky comments about a recent Customer Experience he had with the airline JetBlue. In other words, brands behave like humans in these channels. From there, however, Messina envisioned that the interaction would deepen, switching to a multi-platform aspect.
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Vonage
AUGUST 11, 2015
It’s not surprising that there’s a multi-billion dollar bill attached to poor service. Phones still handle around 68% of all contact center communications. Social media channels handle just 3% of all customer communications. 60% of customers change their contact channel depending on where they are and what they’re doing.
Pointillist
MAY 23, 2018
Journey discovery is the best approach to reveal the numerous paths your customers actually take, as they engage with your company across channels and over time. This data helps you to visualize specific behaviors like drop-offs, skipped steps, repeat steps, duration, pain points, and channel switches. Journey Orchestration.
ViiBE Blog
JANUARY 22, 2021
Originally, my co-founder and I developed ViiBE as a solution for emergency medical call centers. No more call redirection, no more operational pauses. Thus, ViiBE copes with enterprises’ multi-entity organization needs; this structure is comparable to your organizations and groups at Zendesk.
Comm100
FEBRUARY 6, 2018
Salesforce features a robust reporting system, advanced customization options, and a powerful database that keeps track of contacts across channels. DataCar CRM : Allows for appointment scheduling, activity reports, multi-channel marketing, and more. Bush Brothers and Company, and Land O’Lakes use this CRM), and more.
Kustomer
NOVEMBER 25, 2021
This was a multi-year, probably 10 year plus research effort. And I think we kind of, at one point we just felt like we had enough for a book, and we pulled up and published the book, but the HBR article in 2010 was called Stop Trying to Delight Your Customers. The first one was what we call a channel stickiness.
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