Tue.Jan 08, 2019

Empathy Is the Most Critical Soft Skill and Has Been for at Least a Century

CX University

In the Bible of Self-Help Books, “How to Win Friends and Influence People,” by Dale Carnegie, the author spends at least two out of every three chapters discussing an aspect of empathy. Two out of every three.

Sales 105

The True Cost of Losing a Customer


One negative customer experience may seem like a drop in the ocean of all your customer interactions, but it’s never that simple.

2019 Preview: 4 CX Innovations Shaping the Way We Watch Movies

Smarter CX

Today’s consumers have more choices about how they watch movies, from going to their nearest theater to streaming a movie to their smartphone.

5 trends in B2B customer experience management


Find out what are 5 leading trends in B2B customer experience management in 2019. Drive your business-to-business operations to customer success and advocacy. Understand the influence of customer feedback on B2B operations. RSS generated with FetchRss

B2B 201

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

How to solve customer billing and payment problems with visual engagement


Billing and payment issues represent a top driver of inquiries to customer service centers. Some issues repeat themselves over and over and are simpler to resolve, such as customer profile changes or subscription cancellations.

More Trending

Episode 33 – The Compounding Effect of CX Efforts

Kristina Evey

Shownotes: The Compounding Effect of CX Efforts The most important thing in CX? Stick with it Can’t be like a … Read More Episode 33 – The Compounding Effect of CX Efforts. The post Episode 33 – The Compounding Effect of CX Efforts appeared first on Kristina Evey. Shownotes: The Compounding Effect of CX Efforts. * The most important thing in CX? Stick with it. *

How to Improve Call Center Customer Satisfaction (CSAT)


Call Center Customer Satisfaction (CSAT) is, together with other customer related measurements like Net Promoter Score (NPS) and Customer Effort Score (CES), among the most widely recognized and frequently used KPIs in the call center. What is it, why is it so important and how can you improve CSAT in your call or contact center? Let’s investigate. . CSAT is a measurement that is based on customer feedback.

15 Amazing BTS Statistics and Facts

Brand Watch


Social Media Monitoring vs Social Listening – Yes, There’s a Difference!


Social media monitoring is not the same as social media listening, and you may be confusing the two! Does it really matter if you are? Well, it may matter if you think processing what you see offers different intel (and requires different attention) from processing what you hear.

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

3 Obvious and Non Obvious Signs Customer Product Usage is Slipping


As a customer success manager (CSM), your goal is to help your customer accounts change their behaviors by using your product(s) to drive positives outcomes and ROI throughout their entire journey with your company.

Alexa, What is the Future of Paid Voice Search?

Hero Digital

It’s safe to say that voice assistants are no longer just the plot of sci-fi movies. Nearly one in five U.S. adults today claim to have access to a smart speaker, according to research from Voicebot.ai.

Next Generation Contact Center Versus Old School Call Center

Advantage Communication

If you have spent any time reading through our blogs here at Advantage Communications you have probably noticed that we refer to ourselves as a contact center, rather than a traditional call center. So, what exactly is the difference between the two? Customer Service Trends

Automate Code Reviews on Github Using a Chatbot


Creating pull requests and reviewing them are two of the most common tasks in a developer’s daily schedule. Most projects have a common guideline which developers need to follow while creating and reviewing the pull requests.

The SaaS Guide to Customer Engagement, Retention, and Advocacy

After onboarding, most SaaS customers have to find their own way to success. This ebook by Influitive is a compilation of some of the best examples of programs designed to drive customer retention and advocacy, with examples from some of the world’s largest and most innovative SaaS vendors.

It’s Never too Late to Win with Customer Experience: The Comcast Turnaround

Customers That Stick

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. Customer Service Blog

Avoiding Ad Fraud: A Byproduct of Considering Ad Placement


Listen to this blog. Ad Fraud & Programmatic Advertising. Programmatic advertising created the opportunity for marketers to achieve huge reach and target audiences with ease, but it also opened the door to large-scale fraud within the automated mechanism.

SaaS Events You Can’t Miss in 2019


Ben Franklin once said, “An investment in knowledge pays the best interest.” Build up those knowledge reserves by attending these can’t-miss conferences of 2019. North America. SaaStr Annual | February 5-7, San Jose, CA. Event Website. Photo source: SaaStr Blog.

Balancing People and Product for Profitable Growth


Dave Jackson shares why you need to think about how delivering Customer Success can be built into the product. Customer Success Customers Onboarding saas value realization

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

The Value of Face Time in a Remote Company

Help Scout

Asynchronous communication is a skill that all high-functioning remote companies master over time. Email, chat, comment threads, recorded videos, wiki posts … it’s all in a format that can be consumed, replied to, and revisited on-demand, at your convenience.

Best Data Management Strategy for Hybrid Cloud


Almost every company is already using the cloud or thinking of moving at least part of their IT architecture to the cloud. But how can today’s enterprises take full advantage of hybrid or multi-cloud architectures without creating data silos and stifling innovation? In a hybrid cloud architecture, enterprise applications and their corresponding states run on databases that are both on-premise and in the cloud.

How to Beat the Average Churn Rate for Subscription Service Enterprises


When you’re selling subscription services, how do you measure customer success? Most subscription-based enterprises look at “churn rates,” or the percentage of customers who cancel their subscription every year. It’s a simple way to check out the health of your business, and see if you’re meeting your growth goals. And if you’re operating in the highly competitive subscription-based B2B industry, it’s an especially important number.

Extending The Life of Your Construction Accounting Software


The construction industry is complex: full of behemoth-sized projects, unique processes, workflows, and other monumental tasks that always seem to be due yesterday. Without a good construction accounting software, businesses will likely collapse. For those that do have one, there may come a time when they must start looking for a new software package to meet new demands. However, it is worth exploring ways to extend the life of the software instead of replacing it.

Artificial Intelligence and the Customer Experience

There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.

Blockchain And GDPR: Not Mutually Exclusive But Can Be A Toxic Blend

Forrester's Customer Insights

Depending on who you listen to, the combination of GDPR and distributed ledger technology (DLT, AKA blockchain) is either a poisonous cocktail or a magic potion.

Guide to saving money when getting to the airport

Helen Dewdney

You need to factor in the cost of airport parking versus any form of getting to the airport when booking a holiday. Last year when booking a holiday I looked at the same holiday departing from two different airports. It was actually cheaper from Southend airport than Gatwick.

Customer Experience Predictions for 2019


2018 was an important year for retailers and UK brands. Changing spending habits, growing business rates, unprecedented levels of discounting and even the weather all collided to make 2018 one of the most difficult trading years for consumer brands in recent history.

Amazing Business Radio: Claire Boscq-Scott


The Culture of Caring. Creating an Unforgettable Customer Experience Every Time. Shep Hyken interviews Claire Boscq-Scott. They discuss the importance of a workplace culture of caring and how it can positively impact the customer experience. Shep’s Opening Monologue.

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.