“There’s a huge wave of digital transformation,” says Salesforce co-CEO Keith Block. “A lot of these different technologies are coming together. I have the opportunity and Mark has the opportunity to go around the world and talk to a lot of other CEOs. There’s just this huge imperative around digital transformation. Everybody needs to get […]
Huge Wave Of Digital Transformation, Says Salesforce CEO Read More »
Many large companies approach improving its customer experiences differently. Most common approaches come from the perspective of customer support solutions, user experience design, and account management. While these pathways are vitally important, more businesses could benefit from looking at customer experience through the lens of productivity. The bottom line is when you think about agile
Customer Experience Led by Productivity Read More »
Direct-to-consumer (D2C) brands sell their products directly to consumers, taking away the need for third-party retailers, wholesalers, and other middlemen. In the past decade or so, we’ve seen a swathe of successful digital-first DTC brands make their mark. From Dollar Shave Club to Glossier – DTC has become synonymous with success. But why is this
An introduction to direct-to-consumer brands and their marketing – Econsultancy Read More »
Image by Mohamed Hassan from Pixabay Visit the customer service website for any company and you’ll likely encounter a chatbot. This isn’t surprising, given Gartner’s claim that not only will over 50 percent of medium to large enterprises have deployed them by 2020, but also that 85 percent of all customer service interactions will be
Why Some Customer Service Chatbots Are Better Than Others Read More »
CIOs have made the move beyond the role of IT Manager to become strategic business influencers, especially when it comes to the job of transforming the customer experience. That’s one of the key findings of IT World Canada’s 2019 CanadianCIO Census report. “Over the past 4 years, CIOs have established themselves as members of the
The gym I go to is inexpensive. It has the right equipment and classes I feel I need in order to stay fit. It’s also only a seven-minute walk from my home. So why do I hate it so much? Because they don’t really care about their customers. Treadmills go weeks before getting fixed, with
Digitalization Can’t Come Soon Enough Read More »
…never ever say that to a customer I went to my local Petco store last week to buy a few more guppies for my fish tank. I got this tank for my kids a few years ago but they never bothered to look at the tank and I don’t think they’ve ever even fed the
I’m Sorry, We’re a Little Short-Handed Today Read More »
Success Relies Upon Customer Trust When I ask you a question like “what brand are you loyal to?” you are actually answering the question “what brands have earned your trust?” What brand has proven, time and again, they can live up to their promises? Which brand hasn’t disappointed you? Which brand delivers on their expectations?
Build Customer Trust By Avoiding These Mistakes Read More »
If there is one thing Customer Success Managers (CSMs) are good at, it’s answering questions. That’s just the name of the game when your job description includes various aspects of training, onboarding, troubleshooting, and support. While every customer account is different and has different goals, it is possible to bucket certain questions to create a
5 Questions Your CSMs Need to Know the Answer To Read More »
Image by Ozant Liuky from Pixabay Offering customer self-service has gone beyond simply being a priority for businesses–now it’s table stakes. Why? Both Forrester and Gartner agree: customers are accustomed to it, use it, and even prefer online solutions available anytime, anywhere with no waiting. Notwithstanding this importance with customers, offering self-service solutions to common
Your Customer Self-Service is Failing – Here’s Why Read More »
