Beyond Philosophy

MARCH 27, 2017

Uber’s woes continue to escalate, and the ridesharing company is scrambling to get back on track. A few days ago, company president Jeff Jones decided to quit after just six months on the job. He cited the company’s culture as a reason, saying in a statement to Recode : “the beliefs and approach to leadership that have guided my career are inconsistent with what I saw and experienced at Uber, and I can no longer continue as president of the ride-sharing business.”.

Airlines 339

Airlines Consulting Consulting Engineering 339

Callminer

MARCH 27, 2017

American Coradius International LLC, a leader in 1st and 3rd party debt collection services, has partnered with Massachusetts-based CallMiner to launch CallMiner Eureka Speech Analytics companywide.

Analytics 182

Analytics 182

ShepHyken

MARCH 27, 2017

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Customer Experience, Innovation and the Slow Death of Famed Brands by Augie Ray. (Which-50 ) Now is perhaps a good time to look back and consider how Sears’ struggles are similar to those of other famed brands that failed, such as Borders, Kodak and Circuit City.

Customer Service 209

Customer Service Benchmark Call Center Advertising 209

Steve DiGioia

MARCH 27, 2017

This original article was written by Steve DiGioia. Following in his father’s footsteps as a baker, and at the age of 23, Armando Leyva and his wife Lorely, started their own bakery business. Still a novice to the bakery world, Armando leaned on his father’s many years of experience as a bread master and, much to his surprise, realized the bakery was much more than just bread.

Personalization 150

Personalization Customer Service 150

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Customers That Stick

MARCH 27, 2017

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 151

Customer Service 151

CustomerGauge

MARCH 27, 2017

The generosity of our customers always blows me away, and my recent visit to IDEXX was no different. Last week, I had the pleasure of visiting IDEXX’s water business up in beautiful Maine along with Customer Success Manager, Andrew Todtenkopf, and Nick Bartashevich, Director of Sales in the US. There, we met with Darren Alcock, […]. The post IDEXX Drives Customer Loyalty with CustomerGauge appeared first on CustomerGauge.

Sales 60

Sales Management 60

Amity

MARCH 27, 2017

SaaS Tattler Issues 102: Empowering One Another - Marketing and Customer Success. We often talk about Sales and Customer Success alignment, but there are endless opportunities for Marketing to work with Customer Success at different customer lifecycle stages. Learning from the extensive knowledge that Customer Success has of what an ideal customer looks like, Marketing can improve its messaging and targeting strategies to attract better customers.

Marketing 52

Marketing SaaS Education Customer retention 52

Provide Support

MARCH 27, 2017

How Positive Emotions Keep Customers Coming Back. Think of something you like to do regularly, whether it’s jogging, reading, or eating ice cream. What keeps you coming back? Chances are it feels good, and the emotions you associate with the activity make you want to do it again. In short, positive emotions lead to loyalty. It seems like a simple equation, but how a brand should go about inspiring positive emotions in customers is a complex question.

Best practices 40

Best practices Customer Service Customer Experience 40

CSM Magazine

MARCH 27, 2017

New study examines increasing business value from evolving customer touchpoints. Field Services USA have released their findings from its new report titled “Benchmarking Performance Marketing Adoption within Financial Services Strategies”. As of 2016, field services companies of all sizes are prepared to adopt cutting-edge technologies that increase efficiency, drive product development, and reduce costs associated with service processes.

Construction 40

Construction Benchmark Surveys Enterprise 40

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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Uniphore

MARCH 27, 2017

Partnering with an external provider is a no-brainer. The rapid implementation of new technologies is crucial to the success of the modern contact center. Read More.

Contact Center 40

Contact Center Technology 40

ClientSuccess

MARCH 27, 2017

When it comes to customer success, there are many ways for organizations to be successful. In past posts, we’ve explored different models of how to set up teams , what metrics to use when measuring retention and churn, how to align the department with other teams, and even how to onboard customers to a product. And for these aspects, there are no right or wrong answers, but rather each company needs to evaluate and decide how it will ensure success for its customers.

Metrics 46

Metrics Accountability B2B SaaS 46