Tue.Apr 13, 2021

article thumbnail

Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference

Experience Investigators by 360Connext

Customer experience leaders often talk with confidence about their Voice of the Customer (VoC) programs. They boast about how often they survey customers, collect feedback via fancy technologies, and produce reports with color-coded graphs. Yet how often do we, as CX leaders, really just focus on listening to customers in authentic, low-tech ways? Customer interviews can be a key step in: Customer Journey Mapping.

article thumbnail

4 Reasons why your Customer Service Needs to be a Profit Generator

TechSee

Is customer service a cost center or a profit center? If you answered ‘cost center’, right now is the perfect time to challenge that assumption. Read on to learn four reasons why this is the case – and how to make the shift within your company. The traditional outlook on customer service. A cost center is a function or department – like customer service – that costs your business money to operate but doesn’t actively generate revenue.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Relieve administrative responsibilities and focus on CX and business success

Talkdesk

Talkdesk offers advanced administrative services to help customers optimize their contact center. We continue to work closely with our customers to improve Customer Experience (CX) and achieve greater revenue. By partnering with leading customer experience consultancies to outsource administrative efforts, we aim to reinforce our commitment towards providing customers with a better agent and customer experience, and increased customer advocacy.

article thumbnail

Creating Stories to Drive Success in Business

Storyminers

The post Creating Stories to Drive Success in Business appeared first on Storyminers.

147
147
article thumbnail

From Data to Decisions: Maximizing Retail Potential with AI

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.

article thumbnail

How to Provide a Superior Ecommerce Customer Experience

ModSquad

If you read the “About Us” page on a company website, you may see text about “providing great customer service” or “service excellence.” In fact, a recent survey suggests that companies value providing strong customer service more highly than providing a quality product or unbeatable prices. This customer-driven business model makes sense when you consider that 86% of customers are willing to spend more money when they feel they’ve had a good customer ex

Ecommerce 119

More Trending

article thumbnail

Customer Service Strategies: How to Increase Customer Loyalty

Advantage Communications

Did you know that acquiring a new customer can cost five times more than retaining an existing customer? In fact, there’s not many more important things for the growth and profitability of your organization than customer loyalty.

article thumbnail

CS Career Guide: Customer Success Job Titles, Descriptions, & Salary

ChurnZero

With Customer Success being one of the top emerging departments in software companies around the globe, you might be considering a career in this industry, but you also might be wondering which role is right for you. . To help answer some questions you might have around the Customer Success job market, we created this overview that will describe what the different career paths are that you can pursue, with descriptions for each role and the industry salaries. .

article thumbnail

Best Service Recovery Strategies In 2021

SurveySparrow

If your company doesn’t have service recovery strategies in place to combat issues that crop out of nowhere, it will seriously affect your business prospects. An organization should have well-thought-out plans for various things, starting from what to do for a failed delivery to a defective product sent to a customer or a faulty onboarding process. All of these can adversely affect the organization if left unsolved. .

article thumbnail

4 new free integrations: Freshdesk, Gorgias, Teamwork, and LogRocket

delighted

Stay on top of post-support followup with Delighted + Freshdesk, Gorgias, Teamwork, and LogRocket. These free integrations make it easier than ever to incorporate real-time customer feedback into your help desk and product experience platform, so all of your customer conversations are in one place. The Delighted + Freshdesk integration. Add a quick and easy post-support touchpoint to your customer conversations with Delighted + Freshdesk.

article thumbnail

Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

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?

article thumbnail

Are You Bringing Out The Cross Functional Best In Your Teams?

One Millimeter Mindset

How’s it going? Are you bringing out the cross functional best in your teams? Or do specific team members continuously frustrate and disappoint you? Now, walk around the (virtual) team table. Then, take a different seat at your team’s table. Perhaps your team members may feel the same way about your performance: frustrated and disappointed? I offer these 3 suggestions for bringing out the cross functional best in your teams, continuously.

article thumbnail

Shouldn’t we know better?

Zeisler Consulting

Let’s start today with a couple of anecdotal experiences: Anecdote 1: It seems every time I pay in cash (who does that?), this happens: The cashier, when returning my change lays the bills down in my palm, and then pours the coins over top of them. This means that, to put the change away, I have to slide the bills out from under the coins (a la a magician with the table cloth out from under the glasses and place settings), put the change in my pocket, fold the bills with one hand, then fumble

Course 72
article thumbnail

Amazing Business Radio: Ali Rayl

ShepHyken

Great CX Drives Trust & Engagement. How Customer Support Tools Can Impact Your Internal and External Customers. Shep Hyken interviews Ali Ray, VP of Customer Experience at Slack. They discuss how customer support tools can positively impact the customer experience. Top Takeaways: Slack is an online customer support tool that brings all the people who have the customer at the center of their work together.

Culture 76
article thumbnail

Don’t Buy into Fake News: Why Try Before You Buy is Best

Totango

When was the last time you purchased something without checking multiple online reviews about it first? Whether you’re purchasing a new vehicle or a new pair of shoes, you’re likely to spend some time reading reviews or watching videos of real people’s experiences with the product. Today, most of us know better than to buy a car without test driving it.

article thumbnail

The State of Customer Onboarding 2024

Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.

article thumbnail

Criando histórias para impulsionar o sucesso nos negócios

Storyminers

130
130
article thumbnail

Team Spotlight: Sumaiya Begum Hafiz Sheriff

Uplight

Every quarter, we interview an Uplight employee to get to know more about what they do at Uplight, why they love working here, and what inspired them to get into this industry! Here is more about Sumaiya Begum Hafiz Sheriff. What do you do for Uplight? I am a Senior Software Engineer on the Synergy Read More. The post Team Spotlight: Sumaiya Begum Hafiz Sheriff appeared first on Uplight.

article thumbnail

Creación de historias para impulsar el éxito en los negocios

Storyminers

130
130
article thumbnail

How CSMs Can Become Executive Assets for Customers

ClientSuccess

At the most basic level, businesses partner with SaaS vendors to solve a problem. Over time, however, these relationships can become strategic partnerships that can actually drive the future success of both organizations simultaneously. As a main point of contact for many customers, CSMs are often one of the first sounding boards for customer ideas, opinions, and questions. .

eBook 52
article thumbnail

The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

article thumbnail

How to Provide a Superior Ecommerce Customer Experience

ModSquad

If you read the “About Us” page on a company website, you may see text about “providing great customer service” or “service excellence.” In fact, a recent survey suggests that companies value providing strong customer service more highly than providing a quality product or unbeatable prices. This customer-driven business model makes sense when you consider that 86% of customers are willing to spend more money when they feel they’ve had a good customer ex

article thumbnail

CRM Hack: How to Make Your Dashboard Insightful

Optimove

Nowadays, when everything’s aimed to be data-driven – we all have dashboards and reports to keep track of our important KPIs. But let’s admit it – it’s not for everyone. Not everyone is an analyst and feels natural around graphs and charts and numbers. And then some more numbers. And so, sometimes, although you may have all the numbers in one place, it could take you a while to get some insights out of them.

CRM 52
article thumbnail

What is a Customer Success Manager?

CSM Practice

Being a Customer Success Manager (CSM) is a non-stop learning process that requires hands-on management at every stage. At its most basic, customer success seems simple; however, in practice, it is complex and challenging as it should help to satiate every customer’s needs. . One of the critical aspects of customer success is relationship building.

article thumbnail

TieTa Relaunches to Take the Stress Out of Customer Service

CSM Magazine

TieTa , an Oxfordshire-based business, has just relaunched, with a promise to ‘take the stress out of customer service.’ . Founded by Caroline Walton and her team, TieTa was previously the customer service arm of one of the UK’s largest short term lenders, helping over 300,000 customers through their loan applications, collections and quality monitoring over an 8 year period.

article thumbnail

Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

article thumbnail

8 Things I Learned About CS and Channel Partners

Gainsight

As the cloud business model continues its relentless ascent to take over all software spending, companies are trying to figure out how to marry the SaaS playbook with all of their traditional go-to-market methods. As such, one of the most popular questions we get in discussions with Customer Success leaders is: “We are getting our arms around doing Customer Success for our direct clients.

article thumbnail

Customer Service in CRM: Strengthen Your Business Using CRM Software

CSM Magazine

CRM software is the medium through which you can build connections with your existing customers and prospects in a personalized manner rather than the old and traditional contact management practices. Businesses nowadays can’t ignore the benefits of the Customer Relationship Management (CRM) software altogether. What is Customer Relationship Management software?

CRM 52
article thumbnail

Make the Most of Virtual Conferences with These 5 Tips

Oracle

Remember in-person conferences? Like so many things that suddenly came to a stop during the pandemic, most in-person conferences are on temporary hiatus. According to Eventbrite , creators on the platform hosted over 20 times the number of virtual gatherings than they did the year before. Virtual conferences offer us a safe way to gather, learn from one another, and make professional connections from the comfort of our homes.

article thumbnail

6 Tips to Help You Scale Your SaaS Startup

CSM Magazine

Starting a business is not easy, and scaling is even harder as it requires hard work, persistence, and of course, a solid strategy. Creating an impressive product is just the first step. If you want your SaaS startup to grow, you need to understand data and have solid marketing knowledge, all with the purpose of making your software more attractive to your target customers.

article thumbnail

Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

article thumbnail

Making an Impact During These Unprecedented Times – Anita Toth, Chief Churn Crusher at Anita Toth Inc.

Strikedeck

Vincent Manlapaz, in an interview with Anita Toth talks about how businesses can avoid painful pitfalls that will cost them more time and money. The post Making an Impact During These Unprecedented Times – Anita Toth, Chief Churn Crusher at Anita Toth Inc. first appeared on Strikedeck | Customer Success Platform.

article thumbnail

Review Management Made Simple with ReviewTrackers and Trustpilot

ReviewTrackers

article thumbnail

VIDEO: What Colin Shaw’s Gained from Being in the Top 150 LinkedIn Influencers

NobelBiz

Colin Shaw is a Pioneer in Customer Experience, inspiring organizations to focus on customers and in this valuable talk, he will be sharing his view and insights on the value of CX. The post VIDEO: What Colin Shaw’s Gained from Being in the Top 150 LinkedIn Influencers appeared first on NobelBiz®.

Video 40