Topdown

DECEMBER 15, 2021

Communication is the key to any category of relationship. This includes the relationships that businesses and organizations build and maintain with their customers. One of the main elements of maintaining this relationship is in the messaging that businesses utilize. Many organizations implement automated messaging systems, but there’s a fine line between sophisticated customer messaging software systems, and automated bot programs.

Data 71

Data Software System Connections 71

ShepHyken

DECEMBER 15, 2021

Last week I covered the concept of skimpflation. In case you missed it, the short definition is that skimpflation is the result of a labor shortage, some say due to The Great Resignation , and higher business costs that come from inflation and supply and demand issues. This translates to the customer experiencing a lower level of service, and in some cases, quality.

B2C 125

B2C B2B Customer Service Training Customers 125

Myra Golden

DECEMBER 15, 2021

For help de-escalating with customers, check out my De-escalation Academy. Research at Harvard showed us the power of the word “Because.” The experiment had people ask to cut in a line of people waiting to use a copy machine. Researchers had the people use three different, specifically worded requests to cut in line: “Excuse me; I have five pages.

Customers 104

Customers Industry Customer Experience Management 104

Kustomer

DECEMBER 15, 2021

We’re back again with some fresh CX stories from the frontlines. In case you missed it, check out our previous issue on the blog , recounting real life anecdotes on how businesses have solved their customer service challenges with the help of Kustomer. In this month’s edition, we discuss streamlining agent experiences by displaying relevant information, reducing manual email triage efforts and identifying appropriate contact times for customers in different timezones.

Average Handle Time 98

Average Handle Time Customer Experience Brands Report 98

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Data

Advantage Communications

DECEMBER 15, 2021

Organizations that want to offer a superior customer experience and first-class customer face a choice, they can either manage it in house or they can outsource their customer service program to a specialized contact center.

Customer Service 98

Customer Service Contact Center Customers Customer Experience 98

One Millimeter Mindset

DECEMBER 15, 2021

Creating your 2022 playbook of what it takes to design, align, and implement solutions clients really want? First, consider that these solutions and outcomes may not be aligned with what your organization’s culture (and strategy) currently support. Then, consider that what clients really want may reside beyond your organization’s core competencies. However, aligning solutions with the reality of what clients really want is an opportunity.

Innovation 90

Innovation B2C Course Leadership 90

SAP Customer Experience

DECEMBER 15, 2021

The SAP Mentor Spotlight Interview Series highlights key strategic topics, such as emerging technologies, learning, and other topics, and provides insights from Mentors and SAP leaders on turning ideas into innovative approaches that impact people, process, and technology. Digital transformation in supply chains, business networks, warehouse management, logistics, and transportation.

Transportation 78

Transportation Innovation Technology Management 78

Stella Connect

DECEMBER 15, 2021

Long wait times. Impersonal interactions. Having to repeatedly call, email, chat, text, and even reach out via social media for help. It’s time for these types of frustrating customer experiences to become a thing of the past. Brands that don’t risk significant customer churn. This is just one key takeaway from Customer Service Trends for 2022: Preparing for the Future of Customer Service , a comprehensive report based on our customer service study of more than 2,100 consumers in the

Trends 75

Trends Poor Customer Service Consumers Social Media 75

Gainsight

DECEMBER 15, 2021

Simplicity is essential to a good User Experience. The definition of simplicity can be subjective and is open to interpretation. At Gainsight, we believe that a design is simple if it helps the user achieve their goal with minimal effort. But the reality is that our lives are complex. . Customer success is complex and nuanced. It has a lot of moving pieces, cross-functional teams, and elaborate data structures.

Customer Experience 64

Customer Experience Customers Report Meeting 64

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Help Scout

DECEMBER 15, 2021

Shipping costs are a primary cause of ecommerce complaints. Here's what support teams can do to reduce complaints and respond effectively.

Ecommerce 74

Ecommerce 74

CSM Magazine

DECEMBER 15, 2021

Business conversations continue to center on the value of customer experience (CX), as it has become the cornerstone of growth and ongoing success. Dave Mingle, VP of Customer Experience at Reputation , examines the key trends that will shape 2022. Investment in CX technology is growing. In fact, not too long ago, IDC expected that, by the end of 2022, global investments in CX technology would reach $641 billion.

Trends 59

Trends ROI Metrics Analysis 59

dscout People Nerds

DECEMBER 15, 2021

[dscout x HmntyCntrd] Why provoking disputes around others’ lived experiences has no place in design (or anywhere).

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ReviewTrackers

DECEMBER 15, 2021

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Communication

SurveySparrow

DECEMBER 15, 2021

Salesforce is popular. But integrations in the Salesforce app ecosystem make it at least 4x more extensive – and it set to grow even bigger. What gives? According to recent Salesforce statistics , it has more than 150,000 customers. But not all of them work in sales. From customer service to marketing, teams of all kinds use and extend Salesforce to work more efficiently.

Gamification 52

Gamification CRM Training Financial 52

SAP Customer Experience

DECEMBER 15, 2021

On behalf of the CRM & CX Product Learning CoE team, I am pleased to announce the official release of the new SAP CPQ 2111 Stay Current.

CRM 59

CRM Consulting Sales Customer Experience 59

Uplight

DECEMBER 15, 2021

The post Infographic: Uplight Operations by the Numbers appeared first on Uplight.

Infographics 64

Infographics 64

West Monroe

DECEMBER 15, 2021

Healthcare 98

Healthcare Industry 98

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Forrester's Customer Insights

DECEMBER 15, 2021

Over the weekend, security pros took to social media to understand and dissect the Log4j vulnerability. Forrester already released a blog on responding to Log4j, but beyond the immediate (and mid-term) response issues, there are some longer term risk management and community considerations – specifically open source support, maintenance, and risk. The fact of the […].

Social Media 49

Social Media Management 49

West Monroe

DECEMBER 15, 2021

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98

SmartKarrot

DECEMBER 15, 2021

Role: Director of Customer Success Location: Chicago, IL, US (Hybrid) Organization: HealthJoy As a Director of Customer Success, you will be working closely alongside the Vice President, Customer Success, serve as a key voice in the development and strategy of the Customer Success organization, including annual business strategy as well as quarterly goals.

Customer Success 19

Customer Success Roadmap Customers Feedback 19

West Monroe

DECEMBER 15, 2021

Customer Experience 98

Customer Experience Customers 98

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.

Retail

Gainsight

DECEMBER 15, 2021

If you’ve been paying attention to our content the last few weeks, you know Gainsight is excited about our 10 New Laws of Customer Success. It’s not just that the new laws prove evolution, growth, and maturity for CS as a category — although that is awesome! But we’re also grateful and inspired by the ways leaders across all industries use CS teams to add value and increase momentum for their companies.

Customer Success 59

Customer Success ROI Effort Score Metrics 59

West Monroe

DECEMBER 15, 2021

Healthcare 52

Healthcare Industry Technology 52

ChurnZero

DECEMBER 15, 2021

When the responsibilities of Customer Success are confined to a single department, your Customer Success efforts become like a drop in the ocean. No matter how hard you work, how much water you pour in, the ocean is too big for you to make a transformative impact on your own. Customer Success should ripple out from the Customer Success team through other departments.

Software 98

Software Sales Customer Success Marketing 98

West Monroe

DECEMBER 15, 2021

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52

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Training

West Monroe

DECEMBER 15, 2021

Sales 52

Sales Marketing Customer Experience Customers 52

West Monroe

DECEMBER 15, 2021

Financial 52

Financial Industry Customer Experience Customers 52

West Monroe

DECEMBER 15, 2021

Healthcare 52

Healthcare Industry Technology 52