Thu.Mar 10, 2022

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Want engaged employees? Create a supporting culture

Brad Cleveland Blog

In some organizations you can feel the energy. You can just tell employees are committed and engaged. I’ve seen that seven key principles are always at work in great organizations. These organizations see both employee engagement and business returns improve. I explain these seven key principles in this video from my LinkedIn Learning course “Customer Service: Motivating Your Team.

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How This Incredibly Simple Formula Will Truly Make Customers Say WOW

Beyond Philosophy

Serendipity is a pleasant thing. The feeling that you have been lucky, that the gods are smiling upon you, that fate has dealt you a good hand, is a good one, bound to increase your happiness and satisfaction. It feels like magic. What’s more is that research shows that using this simple formula can be magical for your Customer Experiences, too. .

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7 Ways to Use Customer Feedback in Marketing

Lumoa

Using customer feedback in marketing can give you a huge edge on competitors. And if you’re like most businesses, you probably already get a ton of customer feedback. Support tickets. Reviews. Feature requests. Social media mentions. Customer feedback can come at you a hundred different ways. But if you’re not putting that customer feedback to work in your marketing, you’re missing out on a huge opportunity.

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How observing subtle cues can improve customer service

Toister Performance Solutions

Last December, I visited three bicycle shops to search for a new bike. I wanted a hybrid bike that was easy to maintain and fun to ride. The employee at the first shop immediately focused what they had in stock, which wasn't much. He didn't ask any questions and barely answered mine. The employee at the second bike shop answered my questions, but didn't go deeper to truly understand my needs.

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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.

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14 Best Welcome Messages To Delight Your Customers

kommunicate

Last Updated on March 10, 2022 You never get the same opportunity twice, at least in the case of creating the first impression. Leaving a solid first impression is essential to lay a powerful connection with your prospects. It pushes them down the funnel and accelerates the process. A study showed that sending the best [.]. The post 14 Best Welcome Messages To Delight Your Customers appeared first on Kommunicate Blog.

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Top 5 Customer Success communities to join

ChurnZero

Online Customer Success communities are excellent places to gain fresh perspectives, stay on the pulse of industry trends, learn from seasoned Customer Success professionals and other SaaS experts, and have conversations with like-minded folks. Customer Success communities are the discerning CS professionals’ secret weapon. The right community can help you: Connect and collaborate with fellow Customer Success professionals.

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Rise of the Voice User Interface

Spearline

The voice user interface (VUI), voice search, voice-based user experience, and more are transforming the world around us. Voice interaction is a major focal area for technology and process development and it’s all about making life easier. With voice interaction, the user or customer bypasses any need to read, type, or think, which are all requirements of typical screen and keyboard style interfaces.

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ConvergeOne Sets the Industry Standard With a Net Promoter Score of 80

ConvergeOne

ConvergeOne prides itself on providing exceptional experiences and creating value for our customers. We strive to form true partnerships, teaming with our customers to develop progressive solutions that connect people with purpose. One way of determining if we're succeeding in this effort is to calculate our Net Promoter Score (NPS). What is Net Promoter Score (NPS)?

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Referral Partner Webinar Recap

VirtualPBX

Becoming A High-Earning VoIP Partner. This week we discussed why VirtualPBX provides the perfect partnership in our “Becoming a High-Earning VoIP Partner” webinar. If you missed it, we got you. The partner webinar recap is available for viewing now. We invite you to watch and learn about the innovative features and services we contribute to support our customer’s needs.

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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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Agent Career Development

SQM Group

The essence of an effective agent career development program is to have a formalized plan to achieve alignment between an agent's career aspirations and the contact center's workforce needs. Unveil this best practice for retaining agents and improving customer service.

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Trust & Safety in CX

Concentrix

Listen to this podcast to hear about why trust and safety has rapidly become a C-level priority for brands and support organizations. The post Trust & Safety in CX appeared first on Concentrix.

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Labor Void Threatens Domestic Contact Centers

Transparent BPO

A Gap in Talent is Following Closely Behind By Jason Sterns, VP of Business Development The U.S. labor market is unrecognizable. Economists are at a loss trying to predict what pattern will emerge. In the olden times – the days prior to COVID-19 – economists would describe the economic elephant in detail as each of […]. The post Labor Void Threatens Domestic Contact Centers appeared first on Transparent BPO.

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Client Service Manager vs Client Engagement Manager-Explained!

CustomerSuccessBox

To deliver the service to the clients which a company’s sales team laid out has a real thing to deal with. If not met, it’s just up for a downfall while creating a poor experience for the clients. On the other hand, there are potential customers all around us, and if they are just left to themselves then who’ll introduce your brand to them to witness the benefits of your product?

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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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8 Ways a CX Assessment Helps Clear Organizational Hurdles

USAN

A customer experience assessment is a strategic way to help you plan and execute an effective cloud contact center migration. By evaluating your existing CX strategies, both qualitatively and quantitatively, the assessment process can give you a roadmap for making changes in the future. The Top Operational Challenges a CX Assessment Can Address. Determining how to empower and engage customers sometimes involves operational challenges.

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Client Success Manager Vs Customer Success Manager. What’s the difference?

CustomerSuccessBox

There has been chaos around the term “Customer” and “Client” for quite a long time. Could you discover the difference it after all makes? It’s some petty distinctions that make them different from one another. If that is clear, we are well aware of what this topic has to end with. So, what is the difference between a client success manager and a Customer Success Manager ?

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What Is a Knowledge Base and Why Do You Need One in Your Contact Center?

LiveVox

It’s easier than ever to access information. And customers want to be able to access answers to their own questions. In fact, they expect it. According to Forester, 70% of customers prefer to use a company's website to get answers to their questions rather than use phone or email. The post What Is a Knowledge Base and Why Do You Need One in Your Contact Center?

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7 Tips to Increase Customer Survey Response Rates

Quiq

Share This Story You’ve learned about the benefits of customer surveys. (Maybe you even read our blog post 3 Key Metrics to Go After in 2022 and took it to heart.) You decided which surveys are right for your company, put together a few different types, and placed them throughout your customer journey…. …And you got crickets. Without any responses (or too few to be statistically significant), you can’t measure how well your support team is doing, if a new product is resonating with your customer

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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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A Complete Guide To Auto Dialers In 2022

Arbeit

Using an auto dialer can be a great way to disseminate information quickly to a lot of people over the phone. At Arbeit, we know auto dialers. We built one of the most powerful and reliable auto dialers on the market that became the foundation of our organization, and is still sold today as one of our legacy products. To make sure you find the right solution, at the right price and with the right features, we recommend you refer to this guide as you make your purchasing decisions.

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7 Digital Transformation Trends That Will Become Mainstream in 2022

CSM Magazine

In 2022, we are witnessing several changes around us. The aftermath of the pandemic that hit the world was so severe that its effects can still be seen. Jacob Davis explores five key trends that are emerging as a result. From forcing changes in the way we work and how we work, the pandemic also affected how we shop, consult, interact, and live. And a majority of those changes are likely to continue into the future.

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HoduSoft in top 10 auto dialer software by Gartner’s GetApp

Hodusoft

HoduSoft in top 10 auto dialer software by Gartner’s GetApp. Nothing comes close to the joy of knowing you’re providing excellent service to your clients. And here we are! As we ring the year 2022, our customers have bestowed upon us the gift– HoduSoft bagged the 7th spot in the Gartner’s GetApp 2022 Category Leader’s list for auto dialer software.

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Who is a client success manager?

CustomerSuccessBox

A human gets 48.6 thoughts per minute and that’s our current reality. Our mind is like a monkey, jumping from one trail of thoughts to another. 95% of it is repetitive and 80% are negative thoughts. Imagine how much time it takes for a human to process a bad experience and swiftly move from one brand to another? There is a need for managing brand loyalty to the clients and that’s why you need a client success manager.

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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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Mar 10 – Customer Success Jobs

SmartKarrot

Role: Vice President of Customer Experience Location: Remote, United States Organization: Sales Boomerang As a Vice President of Customer Experience, you will develop a vision and strategy for the customer experience organization. Drive customer experience outcomes. Define and optimize customer lifecycle – further strengthen the customer journey. Build a world-class customer experience team.

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11 Easy Customer Success Automation to Scale SaaS business!

CustomerSuccessBox

Automation provides you the sixth instinct and an additional hand to create more productive engagements across all your accounts. In this day and age, all B2B SaaS firms want to optimize Automation to scale Customer Success in their organizations. Automation of the basic tasks such as the following can be easy. Sending follow-up emails, Outreaching with new alerts, Recognizing ideal outreach times, Arranging meeting requests, etc.

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New country! Qatar joins the Spearline mobile network.

Spearline

Welcome Qatar to Spearline! We are delighted to let you know that Qatar has just joined the Spearline mobile network, and is available for immediate testing. This means you can now test numbers in Qatar, across its two major mobile networks – Ooredoo and Vodafone. The solution is hosted in Doha, which is where the calls will originate from, and terminate in.

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Challenges of Automation in Customer Success!

CustomerSuccessBox

Customer Success, as a function, is evolving fast. The field’s importance and responsibility are growing, but budget increases do not appear to be following suit. You might notice as a customer success manager that you’re spreading yourself too thin trying to take care of all of your customers at some point. You might find that you have less time to schedule activities to help manage your customer journey and more time to respond to customer requests.

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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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The Role CIOs Can Play in Shaping Customer Experience in 2022

SmartKarrot

Customer experience is growing as a requisite in the digital world. The fact that customer experience is now a priority calls for a guide to handle transactions and ensure the process is maintained. Chief Information Officer or CIO is a C-Suite executive whose importance and role has risen in recent times. CIOs played a crucial role during the global pandemic to keep the employees and their families safe.

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Should ITSPs invest in Multi-Tenant IP PBX?

Hodusoft

Should ITSPs invest in Multi-Tenant IP PBX? The changing landscape of business communications accelerated technological innovations in the telecom space. The last two decades witnessed a rather fast adoption of internet phones (IP phones) and a switch to a multi-tenant IP PBX across industries. VoIP (Voice over IP) which uses IP to connect Private Branch Exchanges (PBXs), is a terminology now being used interchangeably with IP telephony. .

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Product Feature Requests: Tips to Manage & Respond Graciously

SmartKarrot

Customer Support is a very essential part of keeping your customers satisfied. It is never an easy task but sometimes it can become much trickier. Your customer support team must be trained to handle such tricky situations where they have to turn down a customer’s request without making them dissatisfied. One of the trickiest situations for any customer support team of a SaaS company can be a ‘product feature request’.