Trending Articles

Customers say the darndest things

GetFeedback

Customer service speaker, author, and coach Dan Gingiss reads real customer feedback live and gives you advice on what to do about it. Webinars

2021 254

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.

2021 109
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Rich Emotions Can Overcome Poor Quality

Heart of the Customer

Customer experience has three components: Effectiveness, Ease, and Emotion. But too often, CX programs focus only on the first two. Because they’re simpler to address. Emotion is more elusive and complicated. But it’s where true loyalty is earned (as opposed to just preventing disloyalty).

2021 99

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.

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Why Is Patient Engagement Important? | Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

What is NPS: the Concept and Formula

Wootric

You hear the term tossed around in most any meeting focused on customers: “What’s the NPS? How many Promoters do we have? How many Detractors?” You may be asking yourself “What is NPS and what should we be doing with it?” . Net Promoter Score (NPS) is a simple, powerful measure of customer loyalty.

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More Trending

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.

2021 109

The Truth About Moments of Truth

Heart of the Customer

After reviewing The Journey Mapping Playbook earlier this month, it struck me that one of the biggest misses in the book (outside of the flawed methodology) was its failure to touch on Moments of Truth.

2021 89

Small Improvements in Customer Service Create Big Wins

ShepHyken

Little successes added together make for large success down the road. Small successes add up. To put it in baseball terms, you don’t need to hit a home run every time it’s your turn at bat.

2021 93

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.

2021 79

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

4 Key Takeaways For Brands From CES2021

Forrester Jay McBain

Customers don’t buy technology. They don’t even buy products. They buy into the promise of a brand and then measure its delivery through outcomes. How do you squeeze 60 football fields into inches?

2021 85

A Bottle of Shampoo and Digital Customer Experience

NICE inContact

Your customers are living their lives digitally, so meeting them where they live makes it easier for them to communicate with you. Connecting with customers on platforms that they use and are familiar with goes a long way to driving an exceptional customer experience.

2021 62

This is the One Thing to Improve Your Customer Experience in 2021

Beyond Philosophy

We recently spoke to Customer Experience experts who shared an interesting insight. They all say they wish people understood that there was no one thing to do, no silver-bullet-solution for Customer Experience. We couldn’t agree more.

2021 78

Best Practices to Monitor Your Remote Call Center Agents

ShepHyken

This week we feature an article from Tanya Bansal , Marketing Executive at Ameyo. Sh e shares best practices supervisors can use for monitoring call center agents in a work-from-home scenario.

2021 71

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Why Employees Want to Leave and How to Stop It

The DiJulius Group

4 Quick Tips to Help you Make Price Irrelevant 1) Customer Service Feature Story Why Employees Want to Leave and How to Stop It Every year, improving employee morale, turnover, and employee experience is a major objective for many organization’s leadership teams.

2021 65

Customer Service Technologies Are Variably Effective: Know Your Options

Forrester Jay McBain

During the pandemic, devastated customers reached out to customer service organizations to seek advice or support. In doing so, customer service became the lifeline for these customers.

2021 66

Types of Customer Needs: The Complete Guide

SmartKarrot

For any new business owner or entrepreneur, success is very important. There are some yardsticks across which it is measured. One of them is how much customers need to success, buy the product or service, and continue using it.

2021 52

NRF 2021: Trends that Retailers Bet will Outlast the Pandemic

Think Customers

With 2020 in the rearview mirror, retailers are ready to embark on a new path forward. However, it’s impossible to look ahead without acknowledging the changes that the COVID-19 pandemic has imposed on retail businesses, their partners, and consumer expectations.

2021 65

Community: Executives, Take Note!

Speaker: Carrie Melissa Jones, Erica Kuhl and Holly Firestone

While organizations have been using communities for many years, it is only in the last few that executives have started to see the value that a community can offer. But now, in 2021, many executives have finally started to view community structures as a new governance model for the entire organization rather than a stand-alone initiative. Join us on January 27 at 12 PM ET for a webinar exploring Chapter 2 of our 2021 Community Predictions eBook.

Amazing Business Radio: Mahesh Ram

ShepHyken

5-Star CX of the Future. Concierge-Like Experiences Using Smarter Technology. Shep Hyken interviews Mahesh Ram, founding CEO of Solvvy. They discuss how next-generation chatbots and automation technology allow brands to deliver concierge-like experiences for consumers.

2021 71

Strategies to Hire and Work from Anywhere

NICE inContact

Aside from the negative outcomes of the past year, there's one shining example of a positive consequence - the seismic shift towards a work from home model in the general workforce and more specifically among contact center agents and staff.

2021 62

Reorienting the Next Battle Ground of Competitive Differentiation

Strikedeck

Vincent Manlapaz, in an interview with Nimesh Mathur talks about the evolving role of Customer Success as a competitive differentiator and why companies have started to look at it as a growth engine.

2021 56

Online Reviews as the Lifeblood of Brand Loyalty

CSM Magazine

Reviews are the lifeblood of businesses online and traditional brick-and-mortar. According to Search Engine Journal , 70% of people claim they form an opinion of a business based on their online reviews, and 90% of respondents claim they read less than ten reviews total before forming an opinion.

2021 52

Your Guide to Boosting ROI Through Customer Support

Today’s most successful brands understand how great customer support can grow their bottom line. Having provided outsourced customer support to some of the world’s top brands, we know what works, and now we’re sharing that with you.

Kustomer Debuts Next Generation Chat Platform, Enabling Businesses to Deliver AI-Powered, Personalized Customer Service at Fraction Of The Cost of Phone Support

Kustomer

Businesses Can Now Resolve the High-Frequency Needs of Digital Shoppers Faster and More Efficiently, Providing Personal, Empathetic & Helpful Chat-Based Support to More Customers.

2021 70

Empowered Consumers Call For Sustainability Transformation

Forrester Jay McBain

For over a decade, Forrester has been measuring the drivers and implications of increasingly empowered consumers — those shoppers who eagerly experiment with new brands and products, use sophisticated personal technology, expect digital seamlessness, shrewdly navigate online information, and are motivated by high levels of self-efficacy.

2021 69

2021, a new opportunity to reward loyal customers

LoyaltyPlus

With 2020 now done and dusted, and harsh socio-economic lessons learnt, retailers can now turn their attention to 2021 and a new year with new opportunity to reward customers and secure market share.

2021 52

Customer Retention Cost (CRC): All You Need to Know

SmartKarrot

Unlike traditional business models, SaaS has seen the rise of new kinds of metrics that help measure the pulse of this business. These metrics include Annual Recurring Revenue (ARR), Customer Lifetime Value (CLV), Customer Acquisition Cost (CAC) and Churn.

2021 52

Frontline Call Center Partners with VBurchett Consulting to Improve Patients' Experiences

Frontline Call Center and VBurchett Consulting are joining forces in modern patient care with a new patient engagement center that utilizes telemedicine.