Mon.Jan 18, 2021

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Love Your Employees As Much As You Love Your Customers

Kerry Bodine

While my co-author Harley and I were prepping Outside In for publication back in the spring of 2012, I learned about the strange practice of soliciting “blurbs,” those pithy words of praise on a book’s back cover that tout the messages inside. There’s even a verb associated with this process — as in, “Would you consider blurbing our book?”. One of the people we reached out to with this request was a well-known author who I kind of idolized at the time.

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5 Top Customer Service Articles For the Week of January 18, 2021

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. 21 Tips for 2021 Customer Experience Excellence by Lynn Hunsaker. (ClearAction) Here are 21 tips for achieving 2021 customer experience excellence in these areas and beyond.

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If we can see it, we can fix it: How vision is expanding the roles of customer service staff

TechSee

There’s a new trend in customer service: the borders between technicians and agents are becoming blurred, with each one taking on aspects of the others’ traditional roles. Technicians normally found in the field are now stationed in a back office or working from home, guiding customers remotely as a traditional agent. Likewise, agents are now empowered to go above and beyond their standard scripts, using their newfound technical knowledge and skills to assist their customers.

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McDonald’s Hot Coffee Case and the Customer Experience

Steve DiGioia

We all know that the coffee McDonald’s sells is too hot to drink when served. If you put it to your lips, you’ll most likely receive a burn that will be far worse than anything most people have ever encountered. So why do they make their coffee so hot? And how does this affect the customer experience? By now you must have heard about the famous “McDonald’s Hot Coffee Case”.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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Keep Your 2021 Sales Pipeline Full Using the Selling Lessons of 2020

Integrity Solutions

By Will Milano. This past year laid bare some critical underlying selling skills and cracks in their sales pipeline that sales leaders were able to ignore or avoid while focusing on more immediate concerns. There’s no putting it off anymore. The good news is, we just went through a crash course in transformation — and there’s plenty to learn from it.

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Double your survey response rate with Pulse Surveys

BirdEye

Understanding what your customers like and want is key to making marketing magic happen. Surveys give you the ability to ask questions of your customers, get answers, then uncover insights that help you better understand your customer needs. They are usually easy to create and deploy, so it’s not surprising that surveys are used extensively across industries.

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Hospitality loyalty: 3 predictions that will change the industry

Currency Alliance

Other than the number of rooms booked, how much do hoteliers know about their guests? How much must they know by 2025 to not become a commodity? It’s time for hotel operators to re-evaluate how well their ace in the hole – their loyalty program – is enabling every function of their business to deliver more value. Here are three predictions of how loyalty programs must evolve in hospitality.

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Passion for Product and “The Boss” Led Lee Weiner, Chief Innovation Officer at Rapid7 to the Top

Gainsight

Over the past year, Gainsight’s CEO, Nick Mehta, has interviewed a plethora of Chief Product Officers in the series Path to Becoming A CPO. As Nick explained in a recent conversation with Lee Weiner , Chief Innovation Officer at Rapid7, there was no direct path to the top early in all their careers. By sharing each story of the fantastic CPOs who inspire us at Gainsight, we hope to find commonality amongst everyone’s diversity.

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How FHIR and microservices can solve the challenge of fragmented care

PK

Reducing unnecessary emergency room visits through patient engagement and data analytics Americans invented fast food, overnight shipping, meal kit services, and the 24-hour convenience store — we want everything available […]. The post How FHIR and microservices can solve the challenge of fragmented care appeared first on PK.

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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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How an Entrepreneurial Spirit Led Anand Chandrasekaran to CPO

Gainsight

Being in tune with your career observations, work environment, and the industry’s current ebb and flow is necessary for anyone looking to make headway in the employment journey. Often, one is merely waiting for the opportunity to show, hoping that some kind of fate lends a hand. Luck may play some role, but life is not a drift. This is a theme throughout Gainsight’s Path to CPO series, hosted by CEO Nick Mehta. .

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Mitchell: Excellence in the B2B Customer Experience

NICE inContact

As anyone knows who’s ever filed an insurance claim or been hurt in an accident or at work, it can be a long and frustrating process, with a lot steps and back-and-forth. Or it used to be. In recent years, though, technology has made a huge difference, streamlining the whole process. That’s where Mitchell comes in: We bring together a wide variety of experts, technology solutions, networks, and partners to boost better claims outcome and restore lives.

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The Ultimate List of Product Experience Resources for 2021

Gainsight

As we embark on the New Year, now is the perfect time to catch up on Gainsight’s Product Experience resources from 2020. We compiled our best Product Experience resources from last year, from blogs to ebooks to webinars. This list will help you learn everything you need to know to deliver the ultimate Product Experience for your customers — from utilizing product analytics and product adoption strategies to career advice for Product Management professionals. .

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A Coronavirus Survivor on What it Takes to Lead through a Pandemic

Think Customers

As the COVID-19 pandemic drags on, prevention guidelines and restrictions can feel incredibly challenging. Eric Yaverbaum, CEO of Ericho Communications, knows firsthand what it is like to be stricken with the coronavirus while leading a company. He shared key insights and lessons for helping employees combat COVID-19 fatigue. The following is a lightly edited transcript of our conversation.

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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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Empowering Skill-Building & Performance with a DIY-Learning Culture

Amplifai Coaching Category

Technology is enabling us to model consumer like-learning and empower our teams to take part in their own self-learning journeys – simultaneously driving engagement and performance, and reinforcing developmental conversations!

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Protected: Five brands to watch in 2021 (according to customers)

C Space

Password Protected. To view this protected post, enter the password below: Password: Submit.

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Do you hear yourself?

Zeisler Consulting

Have you ever had to say to a friend, “it’s not what you said, it’s how you said it”? I remember a client who used that to describe some of the interactions their managers would have with front-line employees as an example of the need for a professional communications course I offered at the time.

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The TechSee Delivery Team – Driving change through exceptional delivery

TechSee

How cool would it be if you could just dial up a “smart” instant assistant to help you set up your latest “smart” doodad. It could save you the frustration of staring at your unboxed new toy and wondering what to do next. Yeah – well, been there, done that. And that’s just one of our goals at TechSee (hopefully also stopping you from tearing your hair out). .

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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Awareness Isn’t Enough, It’s Time To Change Behaviors

Forrester's Customer Insights

I am thrilled to announce my latest research, “How To Manage The Human Risk In Cybersecurity” It’s research I’ve been leading and evolving since 2010, changing my mind about the title with each refresh to reflect the times. In 2010, for example, we focused on “How To Communicate And Promote Security To Gain Influence And […].

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The Top 5 Procedural Coaching Challenges

Amplifai Coaching Category

Skill gaps are growing – because of the continued digital evolution and increasing necessity for contact center Agents to apply deeper relationship-building, multi-tasking, and problem-solving skills.

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Smart CRM Basics: The Power of Machine Learning in Marketing

Optimove

Welcome to another episode of our Smart CRM Basics series. This time we discuss the importance of implementing Machine Learning (ML) in your CRM marketing plan. ML combines science, statistics, and computer coding to make powerful predictions by detecting patterns. It does so by removing natural bias, quickly processing vast amounts of data, and being adaptive.

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CPO of Zuora, Chris Battles Shares How to Bridge into the Field of Product

Gainsight

It is rare for Gainsight CEO Nick Mehta to be surprised by a guest. But in a recent webinar, Chris Battles, Chief Product Officer at Zuora, presented him with a view and definition of Product rarely heard. Zuora is a Silicon Valley-based company with customers and offices all over the world. They are trying to help businesses, no matter the industry, embrace the subscription economy and win it by providing cloud-based software solutions, especially for billing and revenue recognition.

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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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Video: Diversity, Inclusion, and Climate Change

Uplight

Last year, Uplight embarked on a journey towards becoming a more diverse and inclusive organization. Not only is this important for our organization, but for the communities that we partner with our utility clients to serve. Watch the video to learn more. The post Video: Diversity, Inclusion, and Climate Change appeared first on Uplight.

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Smart CRM Basics: The Power of Machine Learning in Marketing

Optimove

Welcome to another episode of our Smart CRM Basics series. This time we discuss the importance of implementing Machine Learning (ML) in your CRM marketing plan. ML combines science, statistics, and computer coding to make powerful predictions by detecting patterns. It does so by removing natural bias, quickly processing vast amounts of data, and being adaptive.

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Jan 18 – Customer Success Jobs

SmartKarrot

Role: Director of Customer Success Location: New York, NY, US Organization: BetterCloud As a Director of Customer Success, you will increase renewal rates and reduce churn. Influence future lifetime value through higher product adoption, customer satisfaction, and overall health. Standardize activities for CSMs for each point in the journey, including the engagement model for teams.

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New Research Reveals Changing Consumer Priorities in 2021

Brandwatch CX

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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr