Beyond Philosophy

SEPTEMBER 25, 2017

I’ve been reading about Big Data’s foray into “Journey Analytics.” Journey analytics seeks to improve customer experience by collecting data at each point on a customer’s journey and mapping customers’ paths – whether they lead to a purchase or not. The idea is that when you know the steps your customers take in their interactions with you, you can design a better customer experience.

Big data 284

Big data Journey mapping Consulting Consulting 284

Callminer

SEPTEMBER 25, 2017

Because customer service is a top priority for organizations, escalation management is an important process to have in place to ensure customers’ calls are addressed efficiently.

Management 182

Management Customer Service 182

Amity

SEPTEMBER 25, 2017

HelloSign is powering the future of intelligent business. The company’s software platform — which includes eSignature, digital workflow, and electronic fax solutions — converts process to revenue for over 60,000 companies around the world with HelloSign, HelloFax and HelloWorks. Amity sat down with Maranda Dziekonski , HelloSign's VP of Customer Operations, to chat about all things Customer Success: data, churn, team management, and much more.

B2C 0

B2C SaaS Accountability B2B 0

Talkdesk

SEPTEMBER 25, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Here’s more information on one of the videos available in this library. How To Build Trust Between Customers and Startups: A Fireside Chat Between Handy and TechCrunch.

Self service 80

Self service outsourcing Customer centricity Customer Service 80

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Customer Experience Matters

SEPTEMBER 25, 2017

As you likely know, one of Temkin Group’s Four CX Core Competencies is Purposeful Leadership. It requires demonstrating 5 P’s of Purposeful Leaders: Persuasive, Passionate, Propelling, Positive, and Persistent. How prevalent are these attributes? To answer this question, I tapped into Temkin Group’s consumer benchmark study and examined feedback from more than 5,000 U.S. employees.

Benchmark 68

Benchmark Feedback Customer Experience 68

GetFeedback

SEPTEMBER 25, 2017

Generate beautiful survey email templates for Salesforce or your email marketing tool. Embed survey questions inside your email to boost response rates!

Surveys 60

Surveys Marketing 60

VocalCom

SEPTEMBER 25, 2017

Telemarketing can be a difficult practice, as agents may fear rejection while potential customers are weary of annoying callers. However, effective telemarketing should never be about being aggressive. When agents are well-prepared, honest, and conversational in their approach, even skeptical leads can turn into loyal customers. Here are six golden rules for effective telemarketing that sales agents should follow.

Telemarketing 48

Telemarketing Scripts Contact center software CRM 48

Talkdesk

SEPTEMBER 25, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Here’s more information on one of the videos available in this library. How To Build Trust Between Customers and Startups: A Fireside Chat Between Handy and TechCrunch.

Self service 40

Self service outsourcing Customer centricity Customer Service 40

VocalCom

SEPTEMBER 25, 2017

Telemarketing can be a difficult practice, as agents may fear rejection while potential customers are weary of annoying callers. However, effective telemarketing should never be about being aggressive. When agents are well-prepared, honest, and conversational in their approach, even skeptical leads can turn into loyal customers. Here are six golden rules for effective telemarketing that sales agents should follow.

Telemarketing 48

Telemarketing Scripts Contact center software CRM 48

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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

Surveys

ShepHyken

SEPTEMBER 25, 2017

by 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. Why You Must Answer Every Negative Review by Jay Baer. (Convince & Convert) When confronted with criticism, our instincts take over.

Customer Service 185

Customer Service B2B Feedback Consulting 185