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Oh, wow! Day 3 of Customer Service Week was fun! I shared ten super-energizers that are fantastic for Customer Service Week and beyond! If you missed the live event, no worries. We’ve got you covered with the replay below. Join us at 9am ET tomorrow live! Customer Experience Design MORE
This is the second in a three-part series that explores critical questions CX leaders should be asking – and able to answer. There’s some overlap between B2C, B2B, and B2B2C issues, but I want to address each audience individually. Last week, I covered B2C; next week I’ll address B2B2C leaders. MORE
Looking to improve your customer service operations with BPO solutions? Explore the differences between call centers and help desks in this guide MORE
The past year changed the way businesses operate. Organizations across all industry verticals adopted remote working. From being a niche decision to become an inevitable choice to ensure business continuity, What's up at Zonka Feedback MORE
Chief Revolution Officer John DiJulius of the DiJulius Group discusses what it takes to attract a bunch of Tesla-driving, Peloton-riding, Starbucks-drinking, Apple-using, and Lululemon-wearing customers. Those brands are not trying to be all things for all people. MORE
I dropped my car off at the dealership the other day for a minor repair. I didn’t know what to expect since this is my first time using them. Two hours later I got the call that it was ready to be picked up. How wonderful this was. The repair was done quickly and soon I’d “be back on the road”. MORE
As a customer service professional, you have been told by your supervisor to interact with all customers as if they are the customer persona. Of course, it is easier to have one of your customer personas. A persona is the general image of customer personalities. MORE
If you are thinking that accounting receivable services are a waste of resources, think again. Accounting is one of the most important services in any organization, large or small. Imagine businesses without it. It’s just pure disaster, financially. MORE
The post How sentiment analysis unlocks the voice of your employees appeared first on Keatext. MORE
A growth-oriented business always keeps its customers at the heart of the business. They are always in tune with the customers’ needs by listening to their feedback and suggestions. Listening to the customers’ voices helps businesses to find how customers perceived products and services. MORE
Happy Customer Experience Day! I hope you and your colleagues are joining one of the many CX Day celebrations around the world. MORE
Chief Revolution Officer John DiJulius of the DiJulius Group discusses the 6 steps in launching a successful customer service initiative that lasts. MORE
Attracting new customers is the obvious surface-level goal for any business. But, the reality is true growth is sustained by a focus on customer retention. Increasing customer retention by a mere 5% boosts profits by a whopping 25% to 95% ! So how do you go about increasing retention? MORE
This is the third in a three-part series that explores critical questions CX leaders should be asking – and able to answer. There is some overlap between issues and questions for B2C and B2B (covered previously) and B2B2C (covered here), but I’ve chosen to address each audience individually. MORE
With drivers queued up for hours waiting for petrol and station after station simply out of fuel, Britain’s fuel crisis is making headlines. MORE
The post Keatext helps COOLA boost customer satisfaction by 5 points appeared first on Keatext. Case study MORE
Email management software minimizes the stress of organizing, processing, and prioritizing email, improving your productivity and focus. Read the full article MORE
This week is Customer Service Week – an international celebration of the importance of customer service and of the people who serve and support customers on a daily basis. MORE
As I looked at Comparably’s recent ranking of the 100 companies with the happiest employees in 2021, something struck me: In one way or another, many of top-scoring companies have a strong focus on customer experience. MORE
This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. He writes about what automated customer service can do for your business. MORE
Doug Liantonio is the Marketing Outreach Analyst at Gravy Solutions , a company that helps subscription-based businesses recover failed payments and retain customers. MORE
Earlier this week I posted about a study commissioned by the CRM platform Insightly , which showed the lengths that consumers and business decision makers would go to in order to avoid stressful customer service interactions. MORE
My son brought in an enormous box from Salesforce Service Cloud 360 full of goodies! Watch me unbox that surprise here. servicetrailblazers #customerserviceweek [link]. Oh, my gosh! This is amazing! . Customer Experience Design MORE
FURTHER POSITIONING THE COMPANY TO REVOLUTIONIZE THE WAY ORGANIZATIONS AROUND THE WORLD ELEVATE THE TOTAL EXPERIENCE FOR THEIR CUSTOMERS AND EMPLOYEES. Just last month we celebrated the first anniversary of our new brand, Alida. MORE
New £100 contactless limit – is it safe? On 15 October 2021 the contactless payment card spend limit increases from £45 to £100. According to a survey of over 1,000 people I undertook, 51% of people didn’t think it should be raised, whilst 47% thought it should and 2% were undecided. MORE
Customers demand personalized attention from your agents and supervisors, who are well-trained and informed about your products or service. However, it is only possible with strong management from your supervisors, excellent follow-up from your agents, and effective leadership from you as the owner. MORE
Kerry Bodine
OCTOBER 1, 2021
Earlier this week I posted about a study commissioned by the CRM platform Insightly , which showed the lengths that consumers and business decision makers would go to in order to avoid stressful customer service interactions.
Steve DiGioia
OCTOBER 3, 2021
I dropped my car off at the dealership the other day for a minor repair. I didn’t know what to expect since this is my first time using them. Two hours later I got the call that it was ready to be picked up. How wonderful this was. The repair was done quickly and soon I’d “be back on the road”.
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Bill Quiseng
OCTOBER 10, 2021
As a customer service professional, you have been told by your supervisor to interact with all customers as if they are the customer persona. Of course, it is easier to have one of your customer personas. A persona is the general image of customer personalities.
TechSee
OCTOBER 5, 2021
With drivers queued up for hours waiting for petrol and station after station simply out of fuel, Britain’s fuel crisis is making headlines.
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Alida
OCTOBER 13, 2021
FURTHER POSITIONING THE COMPANY TO REVOLUTIONIZE THE WAY ORGANIZATIONS AROUND THE WORLD ELEVATE THE TOTAL EXPERIENCE FOR THEIR CUSTOMERS AND EMPLOYEES. Just last month we celebrated the first anniversary of our new brand, Alida.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
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Kerry Bodine
OCTOBER 5, 2021
Happy Customer Experience Day! I hope you and your colleagues are joining one of the many CX Day celebrations around the world.
Myra Golden Media
OCTOBER 6, 2021
Oh, wow! Day 3 of Customer Service Week was fun! I shared ten super-energizers that are fantastic for Customer Service Week and beyond! If you missed the live event, no worries. We’ve got you covered with the replay below. Join us at 9am ET tomorrow live! Customer Experience Design
Heart of the Customer
OCTOBER 14, 2021
This is the third in a three-part series that explores critical questions CX leaders should be asking – and able to answer. There is some overlap between issues and questions for B2C and B2B (covered previously) and B2B2C (covered here), but I’ve chosen to address each audience individually.
Shep Hyken
OCTOBER 1, 2021
This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. He writes about what automated customer service can do for your business.
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Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!
The DiJulius Group
OCTOBER 13, 2021
Chief Revolution Officer John DiJulius of the DiJulius Group discusses what it takes to attract a bunch of Tesla-driving, Peloton-riding, Starbucks-drinking, Apple-using, and Lululemon-wearing customers. Those brands are not trying to be all things for all people.
Help Scout
OCTOBER 5, 2021
Email management software minimizes the stress of organizing, processing, and prioritizing email, improving your productivity and focus. Read the full article
Kerry Bodine
OCTOBER 11, 2021
As I looked at Comparably’s recent ranking of the 100 companies with the happiest employees in 2021, something struck me: In one way or another, many of top-scoring companies have a strong focus on customer experience.
Keatext
OCTOBER 14, 2021
The post Keatext helps COOLA boost customer satisfaction by 5 points appeared first on Keatext. Case study
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Remote agents are the new reality. Happier agents mean a better customer experience and improved CSAT/NPS scores. This new normal brings new challenges for contact centers. Find out what you need to do for your organization to excel. This eBook includes checklists for developing agent empathy and business continuity plans.
Heart of the Customer
OCTOBER 6, 2021
This is the second in a three-part series that explores critical questions CX leaders should be asking – and able to answer. There’s some overlap between B2C, B2B, and B2B2C issues, but I want to address each audience individually. Last week, I covered B2C; next week I’ll address B2B2C leaders.
Shep Hyken
OCTOBER 8, 2021
Doug Liantonio is the Marketing Outreach Analyst at Gravy Solutions , a company that helps subscription-based businesses recover failed payments and retain customers.
Myra Golden Media
OCTOBER 7, 2021
My son brought in an enormous box from Salesforce Service Cloud 360 full of goodies! Watch me unbox that surprise here. servicetrailblazers #customerserviceweek [link]. Oh, my gosh! This is amazing! . Customer Experience Design
The DiJulius Group
OCTOBER 6, 2021
Chief Revolution Officer John DiJulius of the DiJulius Group discusses the 6 steps in launching a successful customer service initiative that lasts.
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BirdEye
OCTOBER 15, 2021
Attracting new customers is the obvious surface-level goal for any business. But, the reality is true growth is sustained by a focus on customer retention. Increasing customer retention by a mere 5% boosts profits by a whopping 25% to 95% ! So how do you go about increasing retention?
Keatext
OCTOBER 7, 2021
The post How sentiment analysis unlocks the voice of your employees appeared first on Keatext.
TeamSupport
OCTOBER 7, 2021
This week is Customer Service Week – an international celebration of the importance of customer service and of the people who serve and support customers on a daily basis.
Helen Dewdney
OCTOBER 14, 2021
New £100 contactless limit – is it safe? On 15 October 2021 the contactless payment card spend limit increases from £45 to £100. According to a survey of over 1,000 people I undertook, 51% of people didn’t think it should be raised, whilst 47% thought it should and 2% were undecided.
Speaker: Adam Dorfman, Head of Product Growth at Reputation & Michele Bettinazzi, Customer Experience Manager at PeakMade Real Estate
Improved marketing conversion, happy customers, and faster growth - that’s only three things that can be accomplished by just listening to your customers. Customer feedback is an extremely invaluable tool to keeping retention high, attracting new business, and improving the general operations of your business. The question is - how do you capture all this? Join Adam Dorfman, Head of Product Growth at Reputation & Michele Bettinazzi, Customer Experience Manager at PeakMade Real Estate, for this essential discussion on the ins and outs of brokering the optimal customer interaction.
Zonka Feedback
OCTOBER 5, 2021
A growth-oriented business always keeps its customers at the heart of the business. They are always in tune with the customers’ needs by listening to their feedback and suggestions. Listening to the customers’ voices helps businesses to find how customers perceived products and services.
NobelBiz
OCTOBER 5, 2021
Customers demand personalized attention from your agents and supervisors, who are well-trained and informed about your products or service. However, it is only possible with strong management from your supervisors, excellent follow-up from your agents, and effective leadership from you as the owner.
Helpware
OCTOBER 7, 2021
Looking to improve your customer service operations with BPO solutions? Explore the differences between call centers and help desks in this guide
Magellan Solutions
OCTOBER 4, 2021
If you are thinking that accounting receivable services are a waste of resources, think again. Accounting is one of the most important services in any organization, large or small. Imagine businesses without it. It’s just pure disaster, financially.
Speaker: Keynote Speaker, Guy Kawasaki, Chief Evangelist, Canva
In its 12th year? Super Forum is the largest and most comprehensive conference for executives, community managers, marketing, membership, and customer success professionals who want to connect, engage, and create better customer and member experiences. And this year, we’re going even bigger as we add Vanilla’s highly regarded Conversations conference into the mix. Register today!
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