Shows
Customer Experience Leaders ChatThe Subtleties within Support with HumioTogether with Camille, we discuss adjusting your support offerings to accommodate your industry, what your customers ask of you, and what your team can deliver.2021-12-0221 minCustomer Experience Leaders ChatLeading From the Customer Perspective with Clearpath RoboticsIn our conversation with Greg, we discuss how the customer perspective can lead to more proactive support and more meaningful ticket prioritization.2021-11-1821 minCustomer Experience Leaders ChatCrafting Support's Voice with VehoIn our conversation with Antonio from Veho, we discuss how you can craft your support voice that emphasizes your brand.2021-11-0419 minCustomer Experience Leaders ChatThe Power of Video within Support with LoomIn our conversation with Susana from Loom, we chat about the power of video within the support and how it can improve customer communication.2021-10-2118 min
Customer Experience Leaders Chat(SPECIAL EPISODE) The Ultimate Guide to CES with Challenger Inc.Join our special episode with Scott from Challenger to hear about what CES is, how it can benefit your company, and how you can train your support agents to provide an effortless experience.2021-10-0535 minCustomer Experience Leaders ChatEmbedding Customer Support Across the Organization with Fiix SoftwareIf you want to learn how to integrate your support team across all functions, listen in as Brian from Fiix Software shares the critical things to consider.2021-09-3018 minCustomer Experience Leaders ChatImprove Customer Experience using Natural Language Processing with SummattiListen as Sid from Summatti explores the positive impact Natural Language Processing can have on your organization.2021-09-1620 min
Hospitality Digital Marketing PodcastEpisode 317 - Hospitality Marketing PodcastHello everyone and welcome to Hospitality Marketing the podcast, I am your host Loren Gray and this is episode #317 where each week we spend around 20 to 30 minutes sharing the most interesting tools, news, and techniques being used in marketing for the hospitality industry. We also do a quick recap of our weekly Live Video show “This Week in Hospitality Marketing” which also airs every Friday at 11:30 am Eastern US Time.. SO let's get started;
00:01 — Our tools for review this week are; https://www.nicereply.com/ https://customer.guru/
00:06— Our Technique this week is; "Listening and Repairing Customer Sentiment"
00:18 — News and Show Revie...2021-09-0300 min
Hospitality MarketingHospitality Marketing Show 317Hello everyone and welcome to Hospitality Marketing the podcast, I am your host Loren Gray and this is episode #317 where each week we spend around 20 to 30 minutes sharing the most interesting tools, news, and techniques being used in marketing for the hospitality industry. We also do a quick recap of our weekly Live Video show “This Week in Hospitality Marketing” which also airs every Friday at 11:30 am Eastern US Time.. SO let's get started;
00:01 — Our tools for review this week are; https://www.nicereply.com/ https://customer.guru/
...2021-09-0330 minCustomer Experience Leaders ChatThe Value of Support Agent Writing with HelpScoutListen as Mat from Help Scout talks about how you can make writing a pivotal piece of your support team to engage with your customers.2021-09-0222 min
Customer Experience Leaders ChatBuilding a Knowledge Management Strategy with DoodleListen as Simone from Doodle talks about how to move from a knowledge base to a knowledge management strategy.2021-08-1915 minCustomer Experience Leaders ChatSuccessfully Scaling Support with CloudTalkListen in as Erika from CloudTalk outlines how to scale your team successfully and avoid some common mistakes.2021-07-2920 minCustomer Experience Leaders ChatSurprising and Delighting your Customers with KoalaListen in as Marc from Koala highlights some tips and tricks on how you can perpetually delight your customers.2021-07-1519 minCustomer Experience Leaders ChatImproving Support Hiring at AutomatticListen as Andrew from Automattic highlights their hiring process, tips on removing some of the pain of interviewing and hiring more effectively. 2021-07-0119 minCustomer Experience Leaders ChatTransitioning from Customer Support to Customer Experience with GrindrListen in as Alice from Grindr describes what you need to do to move from a support team to a customer experience team.2021-06-1020 minCustomer Experience Leaders ChatCreating a Seamless Customer Experience with Rancher Labs (SUSE)Listen as Bala from Rancher Labs highlights the importance of making the experience more convenient and bringing more heart to the customer.2021-05-2720 minCustomer Experience Leaders ChatThe Nuances and Importance of Content Moderation with Peak SupportListen as Hannah from Peak Support highlights how content moderation is an ever-evolving task and why work from home trend benefits your content moderation team.2021-05-1312 minCustomer Experience Leaders ChatHandling and Preventing Burnout with FruitstandListen as Jenny from Fruitstand shares incredible insight about burnout to help us better support ourselves and our teams.2021-04-2919 minCustomer Experience Leaders ChatMaximizing Leadership Effectiveness through Support Operations with PostMatesListen as Lance from Postmates outlines why companies need a support operations team that assists by focusing attention on the daily work while you remain strategic.2021-04-1519 minCustomer Experience Leaders ChatSwitching Ticket Management Tools with WistiaListen as Stacy from Wistia outlines the best approach to switching to a new ticket management tool and much more. 2021-04-0117 minCustomer Experience Leaders ChatHow SevenRooms Improves Customer Experience by Motivating Support AgentsIn a new episode with Matt from SevenRooms, we explore a unique approach to motivation and something all support leaders can apply to their teams today.2021-03-1819 minCustomer Experience Leaders ChatHow to Use Cobrowsing for Improved Customer Experience with MedianIn a new episode, Derek Homann from Median outlines how using cobrowsing tools might be the right choice to improve your support offering.2021-03-0414 minCustomer Experience Leaders ChatHow to Successfully Outsource Customer Support with SupportNinjaIn a new episode, Craig from SupportNinja helps you build a plan to outsource easily and with the most positive impact to your team.2021-02-1815 minCustomer Experience Leaders ChatImproving Support Processes with Snowplow AnalyticsIn a new episode, Charlotte from Snowplow Analytics shares how companies can successfully improve their support processes leading to better customer and business outcomes.2021-02-0413 minCustomer Experience Leaders ChatAligning Support Teams as part of an Acquisition with FlickrIn a new episode, Elliott from Flickr walks us through how SmugMug acquired Flickr in 2018 and unpacks the idea of redefining support during an acquisition.2021-01-2114 minCustomer Experience Leaders ChatConsidering the Benefits of Tiered Support with ShopifyListen as Justin from Shopify outlines how tiering can improve cross-functional trust and create more engaged support agents.2021-01-0714 minCustomer Experience Leaders ChatAdopting a Product-led Customer Success Mentality with DixaIn a new episode, Tue from Dixa talks about how he puts his Customer Success team on 'enablement sessions' with their clients to learn how they use the tool and then make recommendations towards solving more business problems.2020-12-1710 minCustomer Experience Leaders ChatHow Slido Uses Customer Outcomes to Deliver Incredible Product ExperiencesIn a new episode, Jacob from Slido highlights the support techniques they use to make sure they are building the best possible product and driving better customer outcomes.2020-12-0312 minCustomer Experience Leaders ChatHow Unifyed is Focusing the Responsibilities of a Customer Success TeamListen to our conversation as Sukhpreet, VP of Operations at Unifyed outlines what she observed, how she structured the team, the differences in hiring profiles, and how you can determine if this approach will benefit you and your customers!2020-11-1915 minCustomer Experience Leaders ChatBuilding Support from the Ground up at OmnisendIn our conversation, Paul, VP of Customer Operations at Omnisend, talks about tips and tricks you can use to build a support team that enhances your company's offerings and evolves alongside your customers' demands.2020-11-0516 minCustomer Experience Leaders ChatThe Importance of Release Communication at Atlassian StatuspageIn our conversation, Jake, Customer Success Manager at Atlassian Statuspage, dives in on how to fully prepare customers when a major change goes out the door. 2020-10-2213 minCustomer Experience Leaders ChatHow ChartMogul Navigated their Evolution from Customer Support to Success and BeyondIn our conversation, Ingmar from ChartMogul outlines what has made his team successful and how he plans to advance it even further through better automation and data-driven, high-care customer touchpoints.2020-10-0812 minCustomer Experience Leaders ChatConnecting Support to Company OKRs with Desire2LearnIn a new episode, Yemi, Manager of Support Performance at Desire2Learn helps us understand why successful OKRs need to be clearly measured and frequently communicated in support organizations. 2020-09-2413 minCustomer Experience Leaders ChatAircall: Considering a Move to Remote Support? Go for it!In a new episode, Ian from Aircall shares his concerns with training and equipment shipping, and he tells us the ultimate outcomes of the team's first foray into remote teams.2020-09-1014 minCustomer Experience Leaders ChatEnergizing Customer Experience with SuccessOps at GitLabIn a new episode of the podcast, Jeff from GitLab will help you understand the value of the SuccessOps team to your organization, how to build it as you scale, and why you may not even see the inefficiencies affecting you today.2020-08-2014 minCustomer Experience Leaders ChatBalancing the Spectrum of Service Cost and Customer Experience at RachioIn our conversation, we discuss how Scott Lawrence, Director of Customer Success and Brand at Rachio, uses data analytics to decide very precisely what services bring the most value to their customers.2020-08-0413 minCustomer Experience Leaders ChatHow Revolut Provides High-Quality Service Through In-App Chat SupportIn our conversation, Sylwia shares the creative solutions put in place to help provide high-quality support at scale.2020-07-1511 minCustomer Experience Leaders ChatHow Monday.com Uses Data to Help Customers SucceedIn our conversation, Tom from Monday.com outlines how programs and others have helped them to reduce average handle time, increased customer engagement with their customer experience team, and close more renewals and trial conversions.2020-07-1515 min
Customer Experience Leaders ChatHow PartnerHero Maintains Industry Leading Support QualityIn a new episode of Customer Experience Leaders Chat we asked Sarah Ellenberg, program manager at PartnerHero, to walk us through why quality assurance is so crucial to customers' success. You will also get to know all about how their program and how it can be used for agent growth and enhanced engagement.2020-07-1412 min
Business TalksBusiness Talks w Matej FtáčnikV ďalšom diele Business Talks sme mali ako hosťa CXO Vacuum Labs, Mateja Ftáčnika. Matej stál pri zrode slovenskej startupy scény. Zhruba v roku 2008 s tímom rozbiehali jeden z prvých coworkov na Slovensku, The Spot. Jeho perfektná angličtina a biznis cit ho priviedli do Silicon valley, kde pomáhal s predajom, networkingom a biznis developmentom viacerým slovenským projektom, na čele s NiceReply či Quality Unit. Jeho vášeň pre fintech a technológie ho vrátila späť na Slovensko a spolu so Samom Hapákom založili Vacuum Labs.
Vacuum Labs...2020-06-181h 03
All of Sonar.1Biweekly 117: Смешанно-чувственноЭтот выпуск в YouTube: https://youtu.be/cR3Sb9-33KQ
Дима и Вячеслав обсуждают, как правильно извиняться перед пользователями, если они столкнулись с проблемами при использовании услуги или продукта.
* Димин Project365 (https://www.instagram.com/_dmalenko/): все еще в радость или в тягость
* Очередной 3PM уже 10 ноября (https://www.facebook.com/events/297103634182070). Все на 3PM!
* The Art of Saying Sorry – How to Apologize in Customer Service (https://www.nicereply.com/blog/customer-service-apology/)
* Извинение = признание вины, или нет?
* Как передать эмпатию в ответе на проблему пользователю
* "We" против "I" в общении с клиентами
* Желательно не только извиняться, но исправить проблему2018-10-2643 min