Russel Lolacher

NOVEMBER 28, 2022

If I’m in a meeting and I tell people, you know what, I messed up, of course, I’m a human. If I’m in a meeting and I tell people, you know what, I messed up, of course, I’m a human. It’s just people get discouraged and people don’t want to move through up through the chain.”

Culture 98

Culture Connections Leadership Communication 98

Comm100

FEBRUARY 23, 2021

It’s true what they say: 2020 was a year for the books, and its impact on customer service was no exception. Companies of all sizes had to adjust to everything from the pivot to working from home to navigating rising customer expectations. – Use social media as a key customer service channel. Everyone texts.

2021 52

2021 Customer Service Social Media Omnichannel 52

LiveChat

DECEMBER 6, 2019

Let me share something interesting with you. That means there’s no easy way of reaching your customers. Even if you were able to somehow break the barrier set up by ad blocks, there’s little use. So, even if you get before people with ads, all you’re accomplishing is coming across as untrustworthy.

Marketing 36

Marketing Customer Experience Social Media Advertising 36

LiveChat

DECEMBER 6, 2019

Let me share something interesting with you. That means there’s no easy way of reaching your customers. Even if you were able to somehow break the barrier set up by ad blocks, there’s little use. So, even if you get before people with ads, all you’re accomplishing is coming across as untrustworthy.

Marketing 28

Marketing Customer Experience Social Media Advertising 28

LiveChat

FEBRUARY 28, 2017

To set things straight, let’s break these myths and tell the truth about employee engagement. Employees are happy because they’re lazy and don’t do much. Employers “have a picture of a happy employee sitting on the back porch with their feet up reading magazine for 40 hours a week. High paychecks equal employee retention.

Engagement 49

Engagement Return on Investment Magazine Definition 49

RapportBoost

DECEMBER 10, 2018

Did you miss this Customer Experience Update Webinar from the end of November? Take notes – the info will help you create a killer Conversational Selling strategy for 2019! Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. No worries!

Contact Center 40

Contact Center Customer Centricity Multi-Channel Webinar 40

CSM Practice

JUNE 11, 2023

If you’ve been in the Customer Success profession long enough, you should have had the opportunity to be part of an account reassignment. This is an inevitable yet important part of the customer journey. Your customer who is being reassigned may come with questions and objections that we will cover in the blog post.

Customer Success 59

Customer Success Leadership Blog Information 59

Gainsight

FEBRUARY 16, 2021

To paraphrase a great quote from Gretchen Rubin, the days of helping to ignite the Customer Success movement were long , but the 8 years feel short. But if I had to do it over again, a few things come to mind. Nearly every “category-creating” company ends up standing for something. So what did I learn over 8 years?

2013 64

2013 Events Chief Customer Officer Customer Success 64

CX Accelerator

APRIL 30, 2018

Companies these days are fixated on Customer Experience. If you’re not, I hope you’ve worked up an S.O.S. because you’re going to need one! It’s true, our customers are looking for much more than the product – they want to feel valued and be part of something special, something bigger than themselves.

Call Center 140

Call Center Customer Journey Mapping Airlines Hospitality 140

Call Experts

OCTOBER 21, 2021

Regardless of how stylish a snowflake looks, it has the potential to shut you down. Just ask any business that’s been blanketed in slippery ice or shivering from the blow of a freeze. As a business owner, you must commit the necessary effort to prepare for winter weather. Then, your business will end up on top. .

Document 52

Document Telecommunications Fashion Travel 52

Michel Falcon Experience

APRIL 13, 2023

I’m going to link that all up in the podcast notes. I first saw company culture be something that was more than just stuff on your wall or in your break room and perks. When did you first learn that company culture could actually drive growth? Why do some companies still struggle to commit to it? Hey everyone.

Culture 60

Culture 2003 ROI Leadership 60

BirdEye

OCTOBER 5, 2023

The gut reaction people have to your business can make or break its success. The stakes are high, with 91% of customers admitting they'd switch to a competitor following a poor customer experience. The stakes are high, with 91% of customers admitting they'd switch to a competitor following a poor customer experience.

Measurement 62

Measurement Brands Social Media Net Promoter Score 62

Comm100

OCTOBER 23, 2017

Out of the office, your hardworking customer service agents may be caught up in the Halloween scramble. But in the office, they are working tirelessly to bring satisfaction and happiness to your valued customers. But in the office, they are working tirelessly to bring satisfaction and happiness to your valued customers.

Customer Service 12

Customer Service Customer Service Training Download Books 12

Kustomer

JULY 29, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Pam O’Neal from Kustomer. When social platforms were blowing up, many businesses took to these platforms to relate to their customers on a deeper level and to advertise in a way that was more integrated and personalized.

E Commerce 98

E Commerce Social Media E-support Fashion 98

SurveySparrow

OCTOBER 25, 2019

I bet every business guru you turned to advised you to create a customer experience strategy to enhance customer experience, didn’t they? I am not about to tell you that they were wrong. Then let me ask you, why is it that some companies are more successful than the rest? Customer Experience Strategy #1.

Customer Experience 77

Customer Experience Customer Journey Mapping Multi-Channel Net Promoter Score 77

Kustomer

NOVEMBER 1, 2021

In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Pam O’Neal from Kustomer. When social platforms were blowing up, many businesses took to these platforms to relate to their customers on a deeper level and to advertise in a way that was more integrated and personalized.

E Commerce 52

E Commerce Social Media E-support Fashion 52

Up Your Service

AUGUST 8, 2018

SPEAKING.COM: There are various clichés tied to customer service. Which phrases do you find misleading and why? KAUFMAN: The first is, “The customer is always right” – something that we know is not true. Sometimes customers get confused. Sometimes customers get confused.

Culture 53

Culture Airlines Net Promoter Score Definition 53

Russel Lolacher

MAY 8, 2022

In this episode of Relationships at Work, Russel chats with Neal Dlin , founder and Chief Human Experience Officer of customer and employee experience consultancy Chorus Tree, on intention and action alignment at work, including how it can impact culture, the role of leadership and employees, and how curiosity can help. KEY TAKEAWAYS.

Leadership 52

Leadership Culture Employee Experience Insurance 52

Up Your Service

AUGUST 8, 2018

SPEAKING.COM: There are various clichés tied to customer service. SPEAKING.COM: There are various clichés tied to customer service. Which phrases do you find misleading and why? RON KAUFMAN: The first is, “The customer is always right” – something that we know is not true. Sometimes customers get confused.

Culture 40

Culture Airlines Net Promoter Score Definition 40

SurveySparrow

JUNE 20, 2022

Here’s a question for you; Do you wish to improve customer service and experience consistently? Howsoever great your team and their efforts might be, there’s always room for improvement in customer service, and chatbots are a surefire way to do that. If you weren’t, you are now!

Customer Service 52

Customer Service 2022 2026 Apparel 52

ClientSuccess

NOVEMBER 18, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. From : Cole Sanders , Senior Customer Success Manager. Being on the CSM frontline allows us to directly influence the success of our clients. Introduction.

Customer Success 41

Customer Success Management ROI Customer Service Representative 41

ClientSuccess

NOVEMBER 18, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. From : Cole Sanders , Senior Customer Success Manager. Being on the CSM frontline allows us to directly influence the success of our clients. Introduction.

Customer Success 40

Customer Success Management ROI Customer Service Representative 40

ProProfs Chat

SEPTEMBER 27, 2019

It is the age of customers. Be it a big established brand like Apple or your budding start-up; having a social media presence is important to the image of a company. Can you believe it? Imagine being able to reach all your customers directly and indirectly from the comfort of your favorite chair in the office.

Social Media 53

Social Media Advertising 2012 Feedback 53

Gainsight

MARCH 16, 2021

Be honest—you start multitasking the moment Zoom switches into slide mode. Be honest—you start multitasking the moment Zoom switches into slide mode. Go Big On Pre-recorded Video. One Gainster remarked, “this is the best kickoff we’ve ever had—better than any of the in-person ones.” Consistent Themes Matter. Ditch the Slides.

Events 52

Events 2021 2022 Presentation 52

Gainsight

MAY 18, 2020

Just nine short weeks after deciding to transform the much-loved Pulse event into an online experience, we hosted over22,000 Customer Success and Product professionals from 50+ states/countries. We read about the constant cancellation of big events. The format, the sessions, logistics, follow up, registration, networking, and speakers.

2020 105

2020 Events ROI Multi-Channel 105

ProProfs Chat

OCTOBER 23, 2020

When was the last time you created a survey but had second thoughts regarding the inclusion of demographic questions? So does our customer! A demographic survey question is all about getting that sensitive personal information to understand your customer base. It helps you to analyze their tastes and preferences.

Transportation 100

Transportation Social Media Culture Information 100

Michel Falcon Experience

FEBRUARY 11, 2019

Hey Team, I’m excited to share my Customer Experience Keynote presentation that I shot in St. In addition to sharing company culture, employee engagement & customer experience strategies, I also explain the difference between customer service and customer experience. I picked up on two things right away.

Customer Experience 60

Customer Experience Customer Service Customers Hospitality 60

SmartKarrot

JULY 2, 2020

But its meaning turned on its head when it came to be associated with SaaS businesses and customer requirements. Initially, everyone went giddy with the phrase – and thought of it as a one-chant-cures-all mantra for customer success. How are you engaging with your product? What is desired outcome? Source: SixteenVentures.

Customer Success 10

Customer Success Touchpoint Metrics Customer Relationships 10