Mon.Oct 26, 2020

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How Customer-Centric is Your Company? 3 Important Questions to Ask Now

ClientSuccess

In today’s ever-changing corporate landscape, modern SaaS organizations are asked to be a lot of things: employee-centric, focused on new business, and profitable against goals – just to name a few. One characteristic that is often overlooked (or left out completely) is being customer-centric. What does it mean to be ‘customer-centric’? Customers are the lifeblood of any SaaS company – they are the foundational driver of recurring revenue, offer unlimited potential in new revenue opportunities,

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5 Top Customer Service Articles For the Week of October 26, 2020

ShepHyken

Each week I read a number of customer service and customer experience articles from various 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. Predictions 2021: B2B Marketers Build Digital Pathways To Distanced Businesses by Lori Wizdo. (Forrester) As B2B marketing leaders wrap up 2020 with a keen eye on customer satisfaction and revenue acceleration, they must start looking forward to make sure they are pla

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Give customers bad news using five easy steps

Myra Golden Media

Feel more confident. Get less backlash. Nudge customers to accept your word as final. Give customers bad news using five easy steps based on the way doctors give bad news to patients and their families. Worksheet to practice giving bad news. Acknowledge Customer Concern video: Give Bad News Like a Doctor video: Was This Helpful? I’m asking you because my newsletter offers ideas like this all the time.

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Facemasks, safety signs, and hand sanitizers won’t keep your customers

Bill Quiseng

Facemasks, door signs, floor decals, partitions, and hand sanitizers won’t keep your customers. Such safety protocols in response to the pandemic are expected from your customers. While failing to implement them will cost you customers, maintaining those standards will not guarantee that you keep them. Your competitors are doing the exact same thing which means what you are doing is average, heightened like everyone else, but still average.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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Here’s What You Should Know about Serial Entrepreneurship

Joe Rawlinson

Entrepreneurship can be addicting. Once you’ve learned how to become an entrepreneur , chances are you’ll get to work right away. Entrepreneurs are creative, risk-taking, and business-savvy; they possess all the unique qualities that make starting a business possible. They make amazing businesses out of simple minimum viable products and turn concepts into reality.

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Part 1: Soft Skills Customer Service Staff Need to Make Customers Happy

TeamSupport

Customer service can effectively make or break your business in the eyes of customers. According to Small Biz Genius , 95% of customers indicated that customer service is a decisive factor in their brand loyalty. In addition, 58% of customers said that bad customer experience can lead to them abandoning a brand they otherwise enjoyed purchasing from.

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3 Great Sessions from the Many Faces of Community Health Conference

Certified Languages International

Community health centers (CHCs) provide comprehensive healthcare services to medically underserved populations. If you’re thinking, “Don’t all healthcare organizations, in some ways, do that?” Of course! But there are some key differences between CHCs and traditional hospitals , ERs, and clinics. For instance, CHCs: Serve all — the uninsured, the underinsured, non-English speakers, rural dwellers, everyone Are patient-centered — their approach is based on the needs of the community they serve Do

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Best practices in remote, asynchronous teaching

FreshGrade

FreshGrade Connect makes success easy with all the tools that teachers, students and families need for remote and/or in-class work. We’ve looked at some best practices of remote teaching and compiled some of them here—plus specific ways that FreshGrade Connect will help you, your students, and families find success with asynchronous online learning, synchronous online learning, or with using student portfolios to strengthen your in-class practices.

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Are Remote Contact Centers the Future?

Ameyo

The 2020 pandemic has led us to anticipate the future of the contact center industry and if anything, it’s going to be remote. For what was a mere dream for contact center leaders before March 2020, has become an imposed reality turning the world of contact centers upside down. If I had to imagine the … Are Remote Contact Centers the Future? Read More » The post Are Remote Contact Centers the Future?

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

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The cost of loss: Why you need security built into your platform

Talkdesk

When we think of nefarious actors attacking our systems, we think of phishing emails or suspicious ads. The reality of it is, however, much larger and often more menacing. From social engineering to malware, the possibility of a data breach is constantly lurking in both personal and organizational spaces. Back in 2019, the estimated cost of a data breach was anywhere from $1.25 million to $8.19 million , depending on the country and industry.

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What Does a Transformational Inbound Customer Service Strategy Look Like?

LiveVox

When a customer calls into your contact center they have a task they want to see accomplished. Ideally, that task is completed in the shortest amount of time and to the fullest degree possible. Quality inbound customer service limits the amount of time your customer spends on a call, anticipates your customers’ needs and answers […]. The post What Does a Transformational Inbound Customer Service Strategy Look Like?

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EX: where external + internal customer loyalty pays

Customercount

The external customer experience (CX) + internal employee experience (EX) equals a winning solution. It sounds like something you would learn on your first day of business school. But that doesn’t make it any less relevant, especially in these COVID-dominated times. When was the last time you looked at the correlations between the emotional health […].

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4 Steps to Build an Internal Quarterly Business Review Process for Customer Success

ClientSuccess

For sales organizations of all sizes, establishing “checks and balances” to ensure new business growth is incredibly beneficial for executive management. As your SaaS business grows, you’ll need to establish processes to ensure existing customer revenue and growth are achieved. To ensure existing customer revenue, establish Quarterly Business Reviews (QBRs) with your customer success teams.

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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

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Where Is Your Customer in Their Journey?

Topdown

When working with customers, knowing what they want so that we get to know them individually is imperative. We want to focus on not only what they want to achieve, but also what they expect from us to help them to get to these goals, whichever field, or industry they may be in.

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How to Get Better at Sales Calls

NobelBiz

A job in sales is fun, engaging, and dynamic. But nobody said it is easy. This is why we wanted to share some tips and tricks to offer the best answer possible so you can get your salespeople on top of their game in no time. Get better at sales calls now! The post How to Get Better at Sales Calls appeared first on NobelBiz®.

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COVID Talk and WFH Transition with TCN’s COO Darrin Bird

TCN

The mindset of the American consumer has changed since the beginning of the year due. The post COVID Talk and WFH Transition with TCN’s COO Darrin Bird appeared first on TCN.

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How to Get Better at Sales Calls

NobelBiz

Sales. Some say it is a form of art, some say it is cold science. Truth be told, in order to become a sales star, you probably need to look at it from both angles. As we like to put it, art and science are the two sides of the same coin. This is why, if you ever wondered how to get better at sales calls, you should look both ways. Cultivating your interpersonal and communicational skills as an art form should not exclude the statistical information that can contribute to your overall performance

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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Reimagining the Contact Centre for the Future

CSM Magazine

Adam Taylor, MD at VeriCall reveals a radical new approach to providing high volume service operations that support redesigned customer journeys across multi platforms. In the last decade the way people maintain contact with each other has changed immeasurably. With the introduction of SMS messaging in the late 90’s and social media networks in the mid 2000’s, we have more contact with friends, relatives, celebrities and businesses than ever before.

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CX Strategy: What Now? – WFH Takes Center Stage

5CA

I’m pleased to announce that I will be participating in a debate hosted by 5CA on October 27th. The title is CX Strategy: What Now? It’s going to be particularly topical, as one of the key things we will discuss, in the midst of this pandemic, is working from home (WFH) in the CX arena.

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The Value of Real Customer Service

CSM Magazine

In today’s customer-centric world, companies from all industries are realizing that providing superior service creates value. One such company is Big Berkey Filters. It’s hard to imagine a time when you didn’t have to worry about what was lurking around in your water system. Today, with the unsafe disposal of pharmaceuticals, pesticides, waste, BPA, and other harmful contaminants , having a water filter that can give you peace of mind is essential.

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Customer Service Call Center Tips to Know in 2020

Global Response

The customer service that a company provides is one of the most important things they can focus on. Every year, companies nationwide lose billions of dollars due to poor customer service tactics. more. The post Customer Service Call Center Tips to Know in 2020 appeared first on Global Response.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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What Good Customer Service Looks Like in the Auto Industry

CSM Magazine

Bianca Benedi takes a look at how customer service can be improved in the auto industry. The automotive industry is huge, employing 1.7 million people directly and contributing to around 8 million other jobs through the sectors it is associated with. Employing these millions of people are countless businesses, all competing for customers. With so many options to choose from and so much competition out there, good customer service is more important than ever to attract and maintain business.

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Why Voice Broadcast Software Is A Perfect Auto-Dialing Solution?

Dialer 360

Voice Broadcast Software contains multiple powerful features that assist you in managing auto contact center operations and services. It’s an advanced powerful auto dialer that targets the desires audience for multiple objectives at large in a short time. Voice Broadcast Software For Auto Dialing. It’s an advanced auto-dialing solution with multiple campaign management options that allow you to target a large audience with an auto audio broadcasting message in a short time.

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Why You Shouldn’t Avoid Globalization for Your International Businesses

CSM Magazine

In our modern and highly dynamic age, staying in one place for a long time is not really a great idea and might even be counted as going backward. With the rise of the internet age, internationalization has become very common for many businesses and remains an extremely important point in the business development process that signifies the motion forward.

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Inbenta Announces Partnership with IntelePeer to Deliver Smarter Workflows to Customers

Inbenta

Inbenta Technologies, a global leader in Symbolic AI-based Customer Interactions applications (artificial intelligence (AI) and natural language processing (NLP) products) announced today a new partnership with IntelePeer, a leading Communications Platform as a Service (CPaaS), provider. The combined partnership will empower users to build smarter and more powerful workflows so organizations can provide more innovative, agile, and scalable customer and employee support processes.

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Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

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Customer Service Email Writing Tips: Simple Ways to Be Effective

CSM Magazine

Email letters have been one of the major and most convenient channels for communication with customers. They are quick, easy to use, and don’t require too much preparation. Still, there is always something to be improved in the way we message customers. Whether you are a part of the professional customer support team in a custom writing service e.g.

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Mobile Wallet Adoption Gaining Steam with Gen Z — But Has Miles to Go

Sykes

From sunup to sundown (and even into the wee hours of the night), Generation Z is living online. Today’s young adults are at home in this online world, easily adopting each new digital service or app that comes along. But when it comes to making payments, how does Gen Z prefer to store and spend their cash? With origins dating back to the 1980s , electronic payments have more recently advanced to include the concept of the “mobile wallet.

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