Sat.Apr 29, 2023 - Fri.May 05, 2023

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5 Tough Customer Care RFP Questions in Today’s Hybrid World

BlueOcean

We’ve said it before and we’re not afraid to repeat it until the cows come home: using a boilerplate RFP in the process to find a new customer care outsourcer is a quick road to failure. You’re looking for a strategic partner who will interface with your customers day in and day out. That requires a custom RFP. And in the wake of the pandemic, that RFP also needs to be tailored to address the ways in which our world, industry, and business has shifted.

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Machine learning and AI for Field Service

TechSee

As we enter the next season of 2023, the field service industry is witnessing a significant shift towards the adoption of artificial intelligence (AI) technologies to address various customer-facing needs. The potential of AI is enormous, ranging from predicting equipment issues to optimizing technician scheduling, among other applications. One of the subsets of AI, machine learning, has lately emerged as a branch that goes beyond the core capabilities of AI.

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How to Navigate (and Strengthen) Your Customer Experience Strategy in Turbulent Times

InMoment XI

Read a blog by Phil Sager, Expert Partner and Daniel Moellerhenn, Expert Partner, Bain & Company, speakers at the XI Forum in Cologne on June 13 & 14 Reports of record inflation, ongoing labor constraints, rising capital costs, and other macro trends are ongoing and have compounded in unique ways. As in previous cycles of historical uncertainty and downturns, these increased headwinds across the globe mean customers and companies are behaving differently.

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Be Magnificently Boring to CARE!

Bill Quiseng

Business leaders are happy because customers were satisfied with their product or service. But that’s not good enough. Satisfied customers feel that their experience was good, not better, just average. Nobody raves about average. And satisfied customers will not return as soon as they find an experience that is better or a price that is less expensive.

Loyalty 167
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How Intent Data Helps Marketers Convert A-List Accounts

One of the biggest challenges for any B2B marketer is understanding your prospects’ next move — who is most likely to buy and when. Without these insights, marketing campaigns can feel more like guesswork, with high investment and little return. We’re here to tell you there’s a better way. By tracking buyers’ digital footprints and online activity, such as website visits, product reviews, and spikes in content consumption, you can engage prospects with a message that really resonates.

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Incorporate CX Surveys into Your SaaS Customer Journey

Retently

The key to success for SaaS companies lies in prioritizing the positive experience of their clients through a customer-centric approach. While there are many ways to do that, measuring satisfaction levels and actively seeking relevant feedback is critical to improving customer journeys. Without a strong focus on these aspects, SaaS companies risk falling behind the competition and losing valuable customers.

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What’s the Difference Between a Self-Service and Full Service Customer Experience Solution?

InMoment XI

When it comes to starting a customer experience (CX) program, the right vendor (and solution) can make all the difference. Choosing the right vendor for your CX program can be a critical decision, as it can have a significant impact on the outcome of your program. The right vendor will not only provide the necessary tools and technology, but also bring valuable expertise and experience to the table.

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How to make the most of your CRM and customer experience

Method:CRM

You’ve gathered all the customer information you can dream of through your CRM system, but now what? How do you make sense of the CRM and customer experience data you’ve worked so hard to collect? Learning from your CRM and customer experience data is most valuable when it comes to understanding your customers and improving their satisfaction levels.

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Seven customer community building tips for SaaS CSMs

ChurnZero

There’s a closely held growth secret among large B2B professional services firms, like consultants, accountants and law firms, that Customer Success Managers (CSMs) might appreciate: The more relationships a client has across a firm, the lower that client’s flight risk. Multiple relationships benefit clients and service providers since they get to know each other on a deeper business level.

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10 ways to get more customer reviews, plus examples

BirdEye

Making the most of customer reviews to boost your brand awareness, sales, and earning potential is key. It’s essential to not only gather this valuable feedback but also understand how to harness its power. In this blog post, we’ll teach you ways to request reviews, use them to attract more customers, and professionally handle any negative reviews.

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How to Create Unique Customer Journeys to Optimize Business Outcomes

Speaker: Shawn Phillips, CCXP, Head of Growth and Innovation

A one-size-fits-all approach is a great approach – if it’s 2010. With the growth of AI, customers expect – and often demand – a customer journey based on their unique needs and history with your brand. Advanced platforms enable you to move beyond simple personalization or mass customization to create truly unique customer journeys that optimize outcomes for both your customers and your brand.

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4 Strategies to Get the Most Out of Your Small CX Team

InMoment XI

Forrester predicts that in the next year, one in five customer experience (CX) programs will disappear, but one in 10 will be stronger than ever. The pressure is on for all CX practitioners—but small CX teams are feeling the heat the most. But just because you have a small team doesn’t mean you can’t make a major impact. In our over two decades of experience, we’ve worked with many small-but-mighty teams of around one to three people.

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The Impact of Bullying at Work and What Can Be Done with Rita Chand

Russel Lolacher

In this episode of Relationships at Work, Russel chats with culture consultant and wellness counsellor Rita Chand on what bullying in the workplace feels like, looks like and what we can do about it. A few reasons why she is awesome — she is a certified life coach, a wellness counsellor, and a facilitator. And she specializes in recognizing bullying.

Culture 98
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Why Emotional Intelligence in Sales Creates Better Customer Relationships

Integrity Solutions

Many of our important decisions in life are influenced by both emotional and rational attributes, and often, the pull of the emotional is what rules the day. This simple truth goes a long way toward explaining why it takes more than just intellect and know-how to be a high-performing salesperson. As Daniel Goleman noted in his groundbreaking book , “Emotional Intelligence,” research shows that up to 90% of performance effectiveness is due to emotional savvy rather than technical know

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4 Key tips to getting more Houzz reviews

BirdEye

There are some listing and review sites out there that can have a significant impact on your business. And if you’re in the home improvement sector, Houzz reviews should definitely be on your priority list. Home professionals represented on Houzz with positive customer reviews tend to have more credibility with potential customers. Moreover, developing a strategy to tap into the lead-generating power Houzz has to offer can boost your business in a big way.

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7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus

JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall exper

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CX Challenges: How to Diagnose Organizational Silos at Your Company

InMoment XI

In today’s highly competitive business landscape, delivering exceptional customer experience (CX) is essential for any organization to remain relevant and successful. However, many businesses struggle to find success with their CX program because of organizational silos. What Are Organizational Silos? The term “organizational silos” refers to the condition in which different teams or departments within a company operate in complete isolation from one another.

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The Little Known Disadvantages of a Customer-first Strategy

C3Centricity

The business world has significantly shifted in recent years, and I, for one, am excited to see so many companies adopting a customer-first strategy. However, like any strategy, a customer-first approach has pros and cons. Therefore I thought it would be helpful to consider both the advantages and disadvantages of a customer-first plan. Advantages of a Customer-First Strategy If you regularly read my posts, you will know that I’m passionate about companies adopting and improving their cust

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What’s the secret? 10 rules for creating a incredibly successful consultancy

Beyond Philosophy

Several readers and listeners of the podcast have reached out to me recently, asking for advice on how to start a consultancy. After over two decades with my global Customer Experience consultancy, it occurred to me that I have a lot of advice on the topic, which I boiled down into the 10 rules for building a successful consultancy. So, let’s look at the rules first and then dive deeper into what I mean by them. 10 Rules for Building a Successful Consultancy Be brave and be committed.

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Top 16 free advertising sites for your business in 2023

BirdEye

How well you reach your customers to pitch your products depends on how effective your advertising is. If you had a never ending budget, you’d run ads everywhere, all the time. But if you’re like most small and medium-sized businesses, ad budgets don’t grow on trees. And it means you have to get selective about how, when, and where you advertise your business.

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When Customers Win, You Win: How to Deliver Value That Transforms Your Customer Experience

Speaker: Donna Weber - Customer Onboarding Expert

Customer onboarding is so much more than going live with your product and driving adoption. The truth is, onboarding is the most important part of the customer journey. When you set positive first impressions, establish trusting relationships, and quickly deliver meaningful outcomes, you create customers for life. Invest an hour with Donna Weber to learn why your customer onboarding is critical to your success.

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Of CEOs, Mice & Men: Great Leadership Leads To A Great Customer Experience

The DiJulius Group

Every so often I like to discuss several related topics under one umbrella. The underlying theme here is the power each member of every organization has to offer its customers either a true secret service company experience, where the customer journey has an almost magical flow or one that causes the customer to ultimately jump. Read Full Article The post Of CEOs, Mice & Men: Great Leadership Leads To A Great Customer Experience appeared first on The DiJulius Group.

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Ticket Deflection: The Key To Increasing Customer Support Efficiency

Team Support

Ensuring that customers have a superior experience using a product or service is a top priority for most companies. Customers expect to have access to fast and easy customer support when and where they need it. As a matter of fact, research shows that 40% of customers stopped doing business with a company due to poor service. However the current economic climate is forcing more companies to make tough decisions regarding where to focus their resources.

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Building a People-First, Product-Second Culture with Bob Phibbs

ShepHyken

Top Takeaways: Brands sometimes invest more in products and in how their retail stores look without focusing on the experience. No matter how nice the brick-and-mortar store is, if your employees are not trained to properly welcome and pay attention to your customers, they will leave and buy from your competitors, go or online, where it is faster and more accessible.

Culture 67
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Marketing objectives: Strategies to achieve your business goals

BirdEye

If you wanted to run a marathon, you wouldn’t start your training with a 20-mile run. Instead, you would break down your goal into smaller pieces, such as shorter distances and cross-training. In the same way, achieving critical business outcomes requires a series of short-term goals that build upon each other. Marketing objectives are actions that’ll help you achieve your marketing goals.

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Solving the Biggest Tech Challenges in RevOps

In this eBook, we’ll run through real-world examples that show how RevOps teams can benefit from modern solutions for the access, management, and activation of their GTM data. Whether you need to improve lead response times, boost adoption of core tools, improve lead qualification, or target and automate your GTM motions, you’ll find examples of how revenue teams are solving some of the toughest problems in modern business.

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Are You Really Spending Quality Time With Colleagues And Clients?

One Millimeter Mindset

Quality time is mission critical to project success. Is the time you spend with colleagues and clients really high quality time? Or do you (and they) feel short-changed at the end of meetings? What quality is missing from your interactions? Alternatively, what topics are avoided, instead of introduced and, yes, even debated? Even if you are reviewing spec sheets or project templates, everyone’s time is important.

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An inconvenient truth: Creating loyal customers starts with you

MyCustomer

Download this Whitepaper Lead goal 0 TM Form Not a TM Form Internal or External External Disable T&Cs requirement Email intro text Thank you for downloading our resource. Download this guide to learn more about the behavioural problems that blight businesses and damage customer loyalty - and how to address this.

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Guest Post: Unlock the Secret to Exceptional Customer Service Productivity

ShepHyken

This week, we feature an article by Clive Hanks from TextExpander , a communication and efficiency tool that helps individuals and companies become more productive. In today’s digital world, customer service productivity is more important than ever. With the rise of online shopping and e-commerce, consumers increasingly turn to chat and email-based tools to contact companies with questions, concerns, and complaints.

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Top 11 pricing strategy ideas to increase your profits

BirdEye

If you’ve ever struggled with figuring out how to price your products, you’re not alone. A Google search for “struggle with setting prices” will yield 542 million relevant search results. Many business owners don’t know how to price their products or services. But, thankfully, there are several viable strategies you can leverage. Getting your pricing strategy right helps your business grow and turn profitable.

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How Government Services Can Provide Better Citizen Satisfaction & Experience

Attention government agencies and BPO partners! CXperts is your go-to solution for improving citizen experience. Our omnichannel and digital contact center solutions are designed to supply superior CX, reducing costs and maximizing efficiency. Plus, we are a Minority Owned Business (MBE). With our certifications, we are the perfect partner to help government agencies meet their CX goals and fulfill federal deal requirements.