Thu.Jul 02, 2020

article thumbnail

Your Customers Are Always Watching – Tip #5

Steve DiGioia

What do you do when you think no one is watching? Are you chewing gum, twirling your hair, or resting your foot on the wall behind you? Do you tell off-color jokes because you think no one can hear you? Is your posture one of confidence or submission? Is your face warm and welcoming to others or stern and stand-offish? Would a customer feel comfortable approaching you or rather seek out someone else for assistance?

Tips 290
article thumbnail

Mike Wittenstein Talks About Keeping Up with Constant Change, Creating Journey Maps, and Building Your Business Around Your Clients

Storyminers

Read the original article here. ———————————————————————— We sat down with some professional speakers and asked them about the challenges and keys to success in their profession. Mike Wittenstein talks to us about keeping up with constant change, creating journey maps, and building your business around your client.

Insiders

Sign Up for our Newsletter

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

article thumbnail

Re-Imagining Your Customer Experience in a Time of Change

Beyond Philosophy

Some people watch things happen, some make things happen, and some say, “what happened?” Some organizations out there concerning the pandemic (and maybe other things, too) are falling into that third category. In this issue, we will discuss how to avoid being one of them. There’s a silver lining in everything, even this pandemic. We discussed this subject in a recent podcast.

article thumbnail

The Power of Microaggressions (and how they manifest themselves within CX)

Horizon CX

I had never heard of the term microaggressions until the recent uprising over the George Floyd killing by a Minneapolis police officer. To be clear, that was not a microaggression. That was a racist act of killing for pure pleasure by the hand of someone whose job it was to protect and serve the public—an officer of the law whose empathy and emotions were unchecked and fully unleashed while two fellow officers of the law stood by in silence allowing the killer to finish up his deadly deed.

Culture 130
article thumbnail

From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, 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

Customer service: what you can learn from great business leaders

Eptica

Date: Thursday, July 2, 2020 Author: Pauline Ashenden - Demand Generation Manager Customer service: what you can learn from great business leaders. Published on: July 02, 2020. Author: Pauline Ashenden - Demand Generation Manager In previous posts we’ve identified insights that modern customer service teams can learn from the great thinkers of classical antiquity and key historical figures.

More Trending

article thumbnail

Use These "Quick Quant" Research Methods to Back Up Your Qual Findings

dscout People Nerds

You can’t actually ”quantify qual.” But pulling in quant data to support you qual findings may make your results more impactful. .

Data 105
article thumbnail

Speaking the Customer’s Language Through the Pandemic

CSM Magazine

Edmund Ovington, VP at Unbabel , discusses the impact of the pandemic and the challenges customer service teams face to scale up and respond quickly to customer needs. The period of lockdown from which we are slowly emerging has been near catastrophic for industries like travel and hospitality, while businesses in other sectors, such as technology and gaming, have seen a huge boost in sales.

Travel 98
article thumbnail

Are you CCPA enforcement ready?

Customercount

Six months after the California Consumer Privacy Act became law, today, July 1, marks the beginning of the enforcement phase. Here's what you need to know and what you need to do now. The post Are you CCPA enforcement ready? appeared first on CustomerCount.

article thumbnail

Q&A: How Your Organization Can Achieve a Customer-First Transformation

ChurnZero

The term “customer-first” gets thrown around and cited often in the B2B world. SaaS organizations aspire to be it, but many don’t know how to transform this highly touted phrase into a practical application. The challenges to becoming a customer-centric company are not easy to overcome alone. It takes a village to raise a customer-centric company. Your entire organization must invest in rallying around the customer.

article thumbnail

Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

article thumbnail

UJET Adds Baker Johnson as VP of Marketing and Dave Bullock as VP of Engineering to its Executive Leadership Team

UJET

We’re thrilled to welcome two new members to our executive leadership team, Baker Johnson as Vice President of Marketing and Dave Bullock as Vice President of Engineering. Both Baker and Dave bring extensive experience in the contact center and SaaS space, leading and scaling teams to meet the growing needs of digital-first and smartphone-centric consumers and the increasing demand for cloud-native contact center solutions.

article thumbnail

Thriving Amidst Rapid Change: Conversational AI and Collections

Interactions

Accounts Receivable Management (ARM) is on the brink of disruption. But why now? For organizations in the ARM arena, operational efficiency is paramount. Agencies work tirelessly to update day-to-day contact center operations to drive profitability despite a competitive industry landscape. ARM is plagued with challenges, and they don’t seem to be getting any better.

article thumbnail

Discovering the Art of Creative Rebellion

dscout People Nerds

He’s been a starving artist in Europe, painted for Shugendo priests in Japan, and gotten rip-roaringly drunk with Beat poets. Now John S. Couch wants to help designers everywhere remember how to do the most crucial aspect of their craft: create.

How To 75
article thumbnail

Can’t find a company email address? Here’s how to get it!

Helen Dewdney

Customer service: Email still beats webchat and phone calls. Many companies make it difficult for customers to complain. I have always advocated writing to companies when complaining, for several reasons. 1) So that you have the evidence trail should you need to take the matter further. 2) You can ensure that you have covered everything you need to do and. 3) You can delete and rewrite if you are getting angry while drafting, which you can’t do on the phone!

Company 103
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

Optimizing Your Community Forum SEO: Q&A

Vanilla Forums

So—you want to make the most of your community forum SEO to increase your visibility and drive more traffic? Smart move! At Vanilla, we know the ins-and-outs of forums, and we also know how to apply SEO specifics to your forum for prime optimization. As a result, we've got the answers you're looking for. Here are some commonly asked questions regarding forum SEO.

How To 74
article thumbnail

Thriving Amidst Rapid Change: Conversational AI and Collections

Interactions

Accounts Receivable Management (ARM) is on the brink of disruption. But why now? For organizations in the ARM arena, operational efficiency is paramount. Agencies work tirelessly to update day-to-day contact center operations to drive profitability despite a competitive industry landscape. ARM is plagued with challenges, and they don’t seem to be getting any better.

article thumbnail

Using the lens of human emotion to improve CX

MyCustomer

According to Lisa Feldman Barrett and other leading neuroscientists, emotion is a constant. It is part of our brain’s core function - to.U 2nd Jul 2020. By Martin Hill-Wilson Founder.

62
article thumbnail

How You Can Win at Social Customer Care

The DiJulius Group

What business isn’t using social media to connect with customers nowadays? If you aren’t, now is the perfect time to do so with all the crazy things happening in our world today. In Dan Gingiss’ book, Winning at Social Customer Care, he outlines a couple of things you need to consider when hiring someone to. Read Full Article. The post How You Can Win at Social Customer Care appeared first on The DiJulius Group.

article thumbnail

Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

article thumbnail

The Power of Tiered Customer Service with Al Hopper

Kustomer

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe Larsen is joined by Al Hopper, the principle consultant at Nagurra Networks. Al has had a variety of work experience in his career. He started as a team builder and then acquired different positions while working at Citi for 12 years. After Citi, he started his own company focusing on social media customer service and he is now the only consultant for Nagurra Networks.

article thumbnail

mCommerce Dominating UK eCommerce Sales

NetBase

Purchasing from mobile phones has become the new norm for consumers, so much so that mcommerce (mobile commerce) is set to dominate UK ecommerce retail sales in the coming months. Time to rethink your responsive website design? Possibly. But there’s much more to consider beyond that. Providing the ability to pay bills, bank and even shop from the convenience of your smartphone, mcommerce has experienced explosive growth due to the COVID-19 pandemic.

article thumbnail

20 Best Practices for Delivering Excellent Chat Support

GlowTouch

Share this entry Share on Facebook Share on Twitter Share on Pinterest Share on LinkedIn Share by Mail 20 Best Practices for Delivering Excellent Chat Support. The functionality of customer support technologies such as voice, email, and live chat must allow agents to respond in an appropriate, timely, and accurate manner. When responding to a live chat, agents must use the same personality, responsiveness, and accuracy as voice support, and respond with the depth of detail of email support.

article thumbnail

How COVID-19 has Driven Digital Retail

Kitewheel

The COVID-19 pandemic has changed the world of customer experience and retailers are feeling the impact. The pandemic has pushed people into their homes, off of the streets and out of shops and into digital retail channels. These changes have left businesses to cope with economic repercussions. Sales of many non-essential items have decreased; in March 2020, retail sales experienced an estimated 8.7% drop.

Retail 52
article thumbnail

Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

article thumbnail

Moving Beyond Last Click Attribution: Why It's Killing Performance

DemandJump

Before getting on my soapbox and telling you why you should start using a data driven multi-touch attribution model , let me first start by saying Last Click Attribution is not inherently bad. In fact, there are many cases where a Last Click Attribution model can help inform where you should be spending dollars to achieve certain marketing goals/KPIs.

article thumbnail

Deadline Extended for the Khoros Kudos Awards - July 31st

Lithium

Here’s some good news to end your week: the Khoros Kudos Awards deadline has been extended to July 31st! This gives you four weeks to pull together your story and share your successes in the 11 award categories — including the crisis management category we added last month. Here are the 11 categories: Best-in-Class Care. Best-in-Class Community. Best-in-Class Marketing.

article thumbnail

Google’s New Algorithm: What Is Page Experience & Why Is It Important?

DemandJump

About a month ago, Google so kindly warned the SEO community that beginning sometime in 2021, additional metrics will be incorporated into their core algorithm. These metrics, referred to as Core Web Vitals by Google, include items such as the speed of a website and the overall user experience to the end consumer. In the remainder of this article, we’ll discuss what page experience is and why it will become a critical component to maximizing your website’s organic search traffic.

Metrics 52
article thumbnail

The 3 Quarterly Business Review Examples

CustomerSuccessBox

Quarterly business reviews or QBRs as they are lovingly called (or with hate ) in the customer success world are a customer success manager’s second most important scheduled meeting with the customer. The first is obviously the customer onboarding meetings which are essential to retaining any B2B SaaS customer. QBRs are a CSM’s chance to showcase how their product has met the customer’s KPIs.

article thumbnail

Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

article thumbnail

Brand Move Roundup – July 2, 2020

C Space

The Brand Move Roundup – July 2, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. Three months ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis. What’s now becoming clear is that the current climate is one of near-perpetual disruption.

Brands 52
article thumbnail

Free Webinar: Transform the Way Your Business Responds to Customers Through AI

CSM Magazine

AI-driven technology is changing the way brands interact with their customers and allowing for more accurate, well-informed responses. With the importance of customer service and experience departments highlighted in the past few months, it is expected there will be a sharpened focus on ways to maximise efficiency. What innovations will make the difference?

article thumbnail

CXNext Podcast Episode 58: Execute Better, Faster, and Smarter with AI and Automation

Bold360

Subscribe via iTunes , Spotify and more. Bad question : How can our startup drive growth? Good question : How can our startup increase the velocity of our learning so we know HOW to drive growth? There’s no secret to driving growth. You just need to find what works for you, focus, double down, and iterate on it. To drive growth faster, you need to learn faster.

Data 52