Wed.Jul 29, 2020

A Boring Customer Service Experience—That’s What Our Customers Want

ShepHyken

Call me boring, but I want the same thing every time—at least when it comes to customer experience. I want it to be good. I want it to be consistent. I want to predict the experience I’m going to have with the people and places I do business with.

Support Customers Faster, Better and Cheaper with Community

Vanilla Forums

All companies look for ways to deliver customer support that's faster and better than their competitors because that's what customers want. And when customers get what they want, they're less likely to leave.

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Top Live Chat Best Practices for 2020

Comm100

If you’re reading this, you likely have either just implemented live chat on your website or are thinking about it. If you’re the latter, let us help you make your decision – 75% of people prefer live chat over any other channel and it leads to a 40% increase in conversion rate. Convinced now?

Busy and billable: 6 visual strategies to increase technician utilization

TechSee

Jonny is a field technician for a major home appliances brand. He starts his day bright and early at 8:00 am. After fighting his way through rush hour traffic, he arrives at the office at 8:50.

3 COVID-19 Marketing Campaigns That Don’t Suck With Customers

CSM Magazine

As COVID-19 swept through the globe brands and marketing agencies scrambled to adapt or clean sweep whole new campaigns as current ones became obsolete or tone deaf. . Some brands won and some lost in the mix.

How to deal with negative feedback on an online community platform

inSided

“Do you have any advice for Community Managers that run into negative sentiment or negative feedback?” - everyone. User communities

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How to Improve Customer Experience in Call Centers

ProProfs Chat

From the first telephone call made by Alexander Graham Bell in 1876 to the billions of phone calls that connect people every day, we’ve come a long way. However, not all phone conversations are a pleasant exchange of thoughts.

4 key criteria to evaluate your software vendors’ security posture

Talkdesk

Nowadays every company works with at least some kind of outsourced service or product, either to expand operational capacity, reduce costs, or elevate the know-how and strategic advantages of its business operations.

Why You Need to Be Collecting VOC And CSAT

The DiJulius Group

1. Feature Article Why You Need to Be Collecting VOC and CSAT By Jess Pischel, Customer Experience Consultant There is often some confusion when it comes to Voice of Customer (VOC) and Customer Satisfaction (CSAT).

How to Increase Your Beta Engagement by 75%

Centercode

Begging for feedback from unenthusiastic or inexperienced testers is a frustratingly common occurrence for many beta and delta testing teams. But tester engagement — and the resulting feedback — are both vital to test success.

Three simple ways to improve CX

Customer Enthusiast

There is a lot of talk about voice of the customer (VoC) in customer experience (CX) circles. Most of it has to do with sifting through lots of data to determine what customers say about their needs and their perception of how well companies meet those needs.

B2B Customer Support: Up in the Cloud or Down on the Ground? Part 2

Team Support

“Cloud is about how you do computing, not where you do computing.” – Paul Maritz, VMware CEO. Once you decide to implement a new B2B customer support software solution, the first step is to do an internal assessment to determine how to choose the right provider.

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Achieving 100% Customer Retention

CSM Practice

Customer retention is the process of engaging with existing customers to continue buying your products or services. It’s one of the main factors to measure a business’ success. If customer retention is poor, there is a high probability that your business is in jeopardy.

Three Ways to Deepen Relationships with Your Customers

inmoment

It’s important for brands to spend time acquiring and then retaining new customers , but it’s just as (if not more) important to find ways to expand relationships with the customers that they already have.

Achieving 100% Customer Retention

CSM Practice

Customer retention is the process of engaging with existing customers to continue buying your products or services. It’s one of the main factors to measure a business’ success. If customer retention is poor, there is a high probability that your business is in jeopardy.

How Haulage and Delivery Drivers Have Helped During COVID-19

CSM Magazine

Since the end of March, the UK government has encouraged the country to stay indoors and only leave for essential or unavoidable reasons. Such as buying food, toiletries, and medicine, taking the agreed amount of exercise, or working if you are an essential worker.

The Transformation of the Fad Diet

Brandwatch CX

React

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The importance of Krulak’s Law in CX

Customercount

Krulak's Law highlights the importance of those on the front line, and not the head office, in the delivery of the best customer experience (CX). The post The importance of Krulak’s Law in CX appeared first on CustomerCount.

Car Insurance in the USA

CSM Magazine

Why should you care about car insurance? Is it important? Is it worth the money you are going to spend on it? If you a commercial driver, you definitely need commercial auto insurance. And here’s why.

[#MeetAJohnPaulee] Michael Roque, General Manager, Toronto

John Paul

Michael Roque is the General Manager of John Paul Toronto. In this interview he reveals his daily life at work, the impact that the Covid-19 crisis had on the business, and what he likes best about his job! Hello Michael! You are the General Manager of John Paul Canada in Toronto.

The Many Types of Apps That Can Be Developed with Python

CSM Magazine

From professional-level applications to social media apps on an iPhone, applications have become a part of everyday life in today’s technology-based world. Businesses have discovered just how incredible applications are for reaching their target audiences and helping them achieve their goals as well.

014: If It’s Worth Doing, It’s Worth Doing Wrong with Arnie Malham

The DiJulius Group

Culture reflects leadership – and sometimes, you need to do things wrong in order to finally get them right. In today’s episode, learn how to be the leader that you need to be so you can create a culture you can truly be proud of. Chief Revolution Officer John DiJulius of the DiJulius Group chats.

5 Reasons Why QA Outsourcing Is a Must

CSM Magazine

If an organization wants to achieve success within its industry or vertical, it must put out high-quality, reliable, and reputable products and services for its customers. In the world of technology, especially software development, this is even more true.

Does your customer experience pass the #MakeMomProud test? Part 2

Eptica

Date: Wednesday, July 29, 2020 Author: Guest author: Jeanne Bliss Does your customer experience pass the #MakeMomProud test? Part 2. Published on: July 29, 2020.

How to Edit Your Menu on a Yelp Business Account

ReviewTrackers

In addition to posting appealing photos and tracking Yelp reviews , a Yelp business user can also list a menu of their products or services. Putting a menu on a Yelp business page can help ensure that a potential customer finds all the relevant information on a single page.

The Power of Voice for Utility Providers

Interactions

Power Utilities expert Andrew Heath believes senior utility execs are fast realizing focusing on customer engagement is no longer a “nice-to-have” but is instead a must-have, especially across digital channels.

The Future Of Banking Has Arrived

Forrester's Customer Insights

Forrester’s view on the future of banking is here – examining the changes that we expect to play out over the next decade of retail banking.

What's the difference between a journey map and a customer experience map - and which do you need?

MyCustomer

Engagement Journey map or customer experience map

Gathering of Competitive Intelligence For Your Business

Ann Michaels and Associates

We began conducting competitive intelligence for our clients over fifteen years ago. Back then, we primarily used Mystery Shopping as a way to gain valuable information for our clients on their top competitors.

Introducing Folders: Organize Trends for personalized reporting

delighted

On the heels of our feature updates for survey creation ( Additional Questions ) and distribution ( Mobile SDK and Web ), we’re excited to announce an enhancement to how you can organize all of that feedback you’ve been collecting: Folders for Trends.

Customer Success Playbook for an economic crisis

CustomerSuccessBox

Now that we are in an economic crisis due to the pandemic, we might as well equip ourselves to deal with it and hopefully come out better instead of waiting for the situation to heal by itself, which might take quite a while.

B2B Customer Experience Benchmark Report

MyCustomer

Download this Report. Lead goal. TM Form. Not a TM Form. Internal or External. External. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource

How Retailers Can Make Sales in a COVID Market

NetBase

. Whether people are shopping for school clothes and supplies, or non-necessities like luxury cars or handbags, consumers want to shop. But shopping doesn’t look the way it once did, thanks to COVID-19. How can retailers make sales in a COVID market? We have some ideas.

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Jul 29 – Customer Success Jobs

SmartKarrot

Role: Jr Customer Success Manager Location: Remote, US Organization: Quid The main aim of the Junior CSM is to implement the Customer Success business by delivering outstanding onboarding, support, and ongoing education.