Wed.Mar 03, 2021

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Emotional Intelligence Skills Every Customer Success Manager Should Have

SmartKarrot

Losing your customers to your customers is no fun in any way. Be it the paucity of customer service skills, high price, or unavailability of favorite products – loss is a loss. A recent study states that US businesses lose about $62 billion every year due to inadequate customer service skills. On that note, promoting strong customer success emotional intelligence might keep you from these concerning numbers.

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How To Calculate Survey Sample Size: A Simple Guide

Lumoa

In this article, you will learn how to calculate survey sample size to ensure statistically significant results. It seems in any given group of friends there are a number of casual experts. Maybe one is really into movies or music. Or, perhaps, there’s a “foodie” in the group. Since we don’t have direct access to lots of experts, those people in our lives tend to be who we consult if we’re curious about that topic.

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In 2021, Chatbots are a No Brainer for Contact Centers

NICE inContact

Each year, NICE inContact surveys both consumers and businesses to understand trends in consumer behavior and expectations as well as understand priorities, strategies and technology adoption forecasts from businesses. The NICE inContact Customer Experience (CX) Transformation Benchmark is fielded in the US, Canada, UK, Australia with two surveys, one among consumers and one among contact center decision makers.

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The hero of any truly effective story isn’t the teller, it’s the listener.

Storyminers

One of the things you need to know about storytelling is that it pivots around the storyteller. If the storyteller isn’t effective or credible, chances are your story won’t achieve its goals! However, any storyteller knows that listening is an active experience, so it’s any storyteller’s job to create an experience that draws people in and allows them to discover a new truth for themselves.

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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.

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Why building positive customer relationships is so important

GetFeedback

Positive customer relationships are crucial to the success of your company. Here's why.

More Trending

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Reputation Measurement and Reputation Metrics: How to Get Started

ReviewTrackers

Is your business or brand well-known online? How do people look at and feel about you, and what do they think about when they come across your products or services online? What kind of content appears on search engine results pages, review sites and social networks whenever your business or brand name is being searched? Is the content positive, neutral, or negative?

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Make CX Easy: Give Your Customers What They Want

Daniel Group

Are you ready to give customers what they want from you? This blog is the first of a four-part series that focuses on this question. Throughout the series, we will explore the importance of the following topics: Make CX Easy. Here at The Daniel Group, we pride ourselves on supporting our clients in making CX as easy as possible. We do this by gathering information by surveying our clients’ customers.

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8 Things I Learned from Dave Kellogg About Net Dollar Retention

Gainsight

I’ve hosted get-togethers with Customer Success executives nearly every month for the past 8 years. In the “old days” (pre-COVID), these featured conversation over fine dining. We substituted the merlot with a mute button in the new world – though we still mail our guests a flight of tasting wines. This past week, I invited my longtime friend and Gainsight advocate Dave Kellogg to join the happy hour.

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It’s No Wonder Why Your Doctor, Lawyer & Accountant Suck at Service

The DiJulius Group

5 Quick Tips to Help you Make Price Irrelevant 1) Customer Service Feature Story One thing for sure, when customer service rankings come out, if you want to see where lawyers, doctors, or accountants fall, keep scrolling and scrolling and scrolling. You will find them with the Bureau of Motor Vehicles, internet providers, and airlines. Read Full Article.

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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New Report From Vivantio Provides Roadmap for Next-Generation B2B Service Infrastructure

CSM Magazine

Vivantio , a leading provider of customer service optimization software and solutions, has launched a new report, “ Leveraging Breakthrough Service to Transform Your B2B Enterprise.”. The report identifies the distinct benefits of centralizing customer service and offers B2B business owners a detailed process for implementing it at their organization, inclusive of proven strategies for overcoming common challenges.

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Part 2: Achieving Customer Success by Reducing Churn

Team Support

In Part 1 of this blog series we introduced the new imperative for customer support and customer success—achieving success for your customers… and for your bottom line. The first way to do so is to ensure product adoption and use. The second way is to use B2B customer support tools to proactively strengthen your customer relationships and reduce churn.

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To Build A Better Research Practice, Build Better Relationships

dscout People Nerds

Solo-UXRs are often tasked with filling research gaps while building an orgs research acumen. Dave Chen from Flipp has suggestions for growing our volume of research, alongside our company’s research maturity. .

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035: Tough Times: Tougher Teams

The DiJulius Group

The DiJulius Group’s Chief Revolution Officer John DiJulius interviews Stan Slap, renowned thought leader in company culture. Stan’s books on business culture have landed on the bestseller list of The New York Times, The Wall Street Journal, and USA Today. He is the CEO of the international consulting company called, by a remarkable coincidence, SLAP.

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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?

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5 Must-Know Points When Using Microsurveys

Feedbackly

Not many customers prefer to spend a great deal of time answering long surveys. This is why microsurveys have become very popular. Microsurveys, as. Source.

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Top 3 Customer Success Takeaways from SaaStock Remote

ChurnZero

Last week SaaStock hosted their 2nd annual SaaSock Remote event, which was focused on helping SaaS leaders gain traction, grow and scale in a hybrid world. . Did you know that 92% of SaaS companies fail within 3 years due to poor product-market fit, lack of cash flow, and/or overall mismanagement? Being a part of an expert-led community like this SaaStock Remote event gives access to the knowledge and experience SaaS leaders need. .

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Submissions for the 15th Annual Markie Awards Are Open

Oracle

For more than a decade, the Markie Awards have applauded customer achievements. Each year, the judges receive hundreds of submissions worldwide for a small number of awards. We’re proud to continue to spotlight your achievements and creativity this year with the 15th annual Markie Awards! This year consists of 14 categories to highlight achievements spanning the breadth of customer experience (CX) in advertising, marketing, commerce, sales, and service.

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The stakes to deliver a strong patient experience are rising in healthcare

Talkdesk

As revealed in a new report by Talkdesk ResearchTM, heightened patient expectations are forcing the hand for providers on a global scale. Talkdesk Research focuses on delivering industry-leading thought leadership on customer experience. The Patient Experience (PX) Revolution in Healthcare represents the second report in a series on how experiences are evolving across industries.

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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.

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Uplight’s Exciting New Era

Uplight

It has been just under two years since we formed Uplight, and in that short time, I’ve been awed by the pace at which the energy industry has started to shed carbon. During that same time period, Uplight has made tremendous progress and remained laser focused on helping the industry eliminate emissions. As decarbonization increasingly Read More. The post Uplight’s Exciting New Era appeared first on Uplight.

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Mind your mouth: It's time to change how we talk about CX

MyCustomer

Engagement It's time to change how we talk about CX.

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Make Chat Interactions Friendly by doing 4 easy things!

Myra Golden

Chat support is not supposed to be rote like an ATM transaction. The idea is to insert a personal tone so you can build rapport and even delight customers. You can do four things in chat interactions, starting today, to make them more human. One. Use “I,” We,” “You,” “Your” personal pronouns because they instantly make the tone unique.

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Finding the Research Question Behind the Business Question

dscout People Nerds

Use this exercise to solicit buy-in, uncover exciting user questions, and get your stakeholders thinking user-centrically. .

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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.

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Vericall Named Best in the World with Two GOLD Awards in the Global Top Ranking Performers Ceremony from Contact Centre World

CSM Magazine

VeriCall today announces that it has been recognized as the Best in the World with two GLOBAL GOLD awards at the 15 th Top Ranking Performers Awards from Contact Center World for ‘Best Contact Centre (Outsourced)’ and ‘Best In Customer Service’. . The 2020 Awards, which were given out on Feb 25th at an international online event, attracted more than 2000 entries from over 70 nations.

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Derive more value from your customer experience program through data integration with out-of-box connectors + open APIs

SMG CX

While most brands have adapted and stood up multiple listening points for feedback and engagement across the ever-growing network of customer touchpoints, this information is often disparate and disjointed.

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Adaptability in Business Communications – Get it Right with CCM

Ecrion

Reactive vs. Preemptive Adaptation | Adaptability in Customer Communications |. Future-Proof Adaptability in Business | Stay Ahead of the Curve with CCM. There’s a reason everyone goes for “agile” these days. Technological innovation requires us to be light on our feet. Though most leaders spend their energy trying to anticipate patterns of future innovation and transformation, companies should stop fretting about what comes next and focus more on adapting to whatever comes next.

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Is Outsourcing Philippines Dead?

Magellan Solutions

Outsourcing Philippines is up and ready to face the changing global BPO landscape. The Philippines is a key player in the BPO global arena. Decades ago the country only offered low skilled voice supports. Now it booms into an industry player that offers a variety of services to its global clients. All these within the span of 30 years. No wonder outsourcing Philippines offers its services across all industries.

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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

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The Art and Science of Storytelling. February 2021.

CX Centric

What did the event entail? CX-Centric hosted its first global online event of the year 2021 on the 27th of January. In this event, we had a lot of passionate and engaged people in one place. The online event as anticipated by the organisers, had quite a sizeable number of attendees. During the online event, the engagement rate from the panel members was also positive as everyone seemed to be alive and interested to the issues involved with Storytelling.

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What Makes Contact Center Agents Successful in 2021?

Playvox

It’s not easy being a call center agent these days.

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Keynote: Art and Science of Storytelling by Keith Kmett

CX Centric

This CX Centric Conversation got off to a flying start in 2021. This is evidenced by the much-attended opening online conversation of the year 2021 which was held on the 27th of January. The online event was titled: The Art and Science of Storytelling. The keynote speaker was one Kieth Kmett. Kmett is the epitome of the well-worn cliché that “where there is a will, there is a way”.