Trending Articles

Improving your Voice of the Customer listening posts? Ask these questions

Experience Investigators by 360Connext

Voice of the Customer (VoC) programs often start with a general plan on how to gather customer feedback. The plan typically includes suggestions for customer listening posts.

2020 143

Build Your Customer-First Foundation, Align Your Team, and Unite the C-Suite with Data-Backed Insights

Customer Bliss

As many of us continue to work from home and shift working styles due to the pandemic, I’ve been interviewing practitioners and thought leaders about how we can adapt and continue to show up as our best selves in our roles. To that end, I want to share with you my recent interview with Camille Harrison , the SVP & COO of Guidewell Commercial Market, and Guidewell Innovation. Guidewell is the parent company of Florida Blue.

2020 100

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The Pivot to 100% Remote Training in the Contact Center

BlueOcean

When the world hit the pause button in the face of COVID-19, putting our client’s customer care programs on hold wasn’t an option. Days before lockdown became mandatory in the regions where we operate, we were in full swing making the move to a 95% work-at-home model for our entire business.

Customer Journey: How to Drive Profitable Business Growth

Steven Macdonald

The customer journey follows the complete lifecycle from awareness to loyalty. Here, we share our process and framework to map the entire customer journey

2020 207

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!

Facemasks, safety signs, and hand sanitizers won’t keep your customers

Bill Quiseng

Facemasks, door signs, floor decals, partitions, and hand sanitizers won’t keep your customers. Such safety protocols in response to the pandemic are expected from your customers.

2020 108

More Trending

3 Tips To Manage the Lost Voice of the Last Customer

Heart of the Customer

As CX practitioners, we work to uncover the Voice of the Customer (VoC) and use it to drive our company to improve. We combine qualitative and quantitative methods to understand what customers need and communicate this to the rest of the company to ensure we remain relevant to customers.

2020 86

7 Customer Onboarding Best Practices

Totango

Onboarding is defined as the actions your company takes after a customer signs up to use your product. These actions are crucial to customer success, as they will set the tone for your client-brand relationship moving forward.

2020 68

EX: where external + internal customer loyalty pays

Customercount

The external customer experience (CX) + internal employee experience (EX) equals a winning solution. It sounds like something you would learn on your first day of business school. But that doesn’t make it any less relevant, especially in these COVID-dominated times.

The New Executive Position: CLO (Customer Love Officer)

ShepHyken

The word love is not used that often in the corporate or business world. It may have been Tim Sanders in his revolutionary book, Love Is the Killer App , who helped bring the word love to the forefront for leaders trying to build a stronger culture and create a better experience for their customers.

2020 77

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!

5 common CX metrics: What they measure and where they fall short

BirdEye

Without accurate measurement of customer sentiment, delivering great experiences is close to impossible. Without the right data and the right metrics, you and your team may be shooting in the dark in your attempts to improve business operations.

Key Takeaways From the Kustomer NOW Conference

Kustomer

On Wednesday October 21st, thousands of CX leaders around the globe gathered (virtually and socially distanced!) to learn about the modern customer experience, and have some fun in the process.

2020 60

Gainsters of Gainsight: Meet Minh Phan, Senior Director of Product Management

Gainsight

Tell us a bit about yourself and what your role is at Gainsight. I’m responsible for Product Management and Technical Communications. As one team, we provide relevant guidance to users when they need it, whether it is through documentation or inside the product.

2020 83

Small Things That Have a Dramatic Impact on Your Customer’s Experience

Beyond Philosophy

Oscar Wilde’s famous quip shapes my marketing philosophy, “There is only one thing worse than being talked about, and that is not being talked about.” ” One of the reasons the brilliant quote rings true is because of the concept of Priming.

2020 85

Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists The Community Roundtable, you will learn the effectiveness of community in empowering your customers, and generating value for your business.

Guest Post: Transactions Are Dead, But Customers Live On

ShepHyken

This week we feature an article from Geoff Webb, the Vice President of Products at PROS. He explains the importance of building a solid, human relationship with your customers in the digital world. There are no transactions. Not anymore.

2020 79

It’s Finally Time for Frictionless Financial CX

Think Customers

It turns out the coronavirus pandemic is also a time machine. Instead of a lengthy march to digital transformation, the pandemic condensed years of change into a few months.

Part 1: Soft Skills Customer Service Staff Need to Make Customers Happy

Team Support

Customer service can effectively make or break your business in the eyes of customers. According to Small Biz Genius , 95% of customers indicated that customer service is a decisive factor in their brand loyalty.

2020 56

Reimagining the Contact Centre for the Future

CSM Magazine

Adam Taylor, MD at VeriCall reveals a radical new approach to providing high volume service operations that support redesigned customer journeys across multi platforms. In the last decade the way people maintain contact with each other has changed immeasurably.

2020 52

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

9 considerations for outsourcing your healthcare call center

Talkdesk

Health insurance plans and payers are often under additional stress during the open enrollment period. It’s among the most critical times of the year, when healthcare call centers are flooded with consumers inquiring about plan options or needing additional assistance.

Amazing Business Radio: Matthew Barnett

ShepHyken

Automate the Process, Never the Relationship. The Secret to Building Amazing Company Culture. Shep Hyken interviews Matthew Barnett , the CEO and “Papa Bear” of Bonjoro. They discuss strategies for delighting your customers by delivering amazing service.

2020 79

5 Common Digital Transformation Mistakes and How to Avoid Them

Kustomer

You’ve no doubt heard of digital transformation before. Maybe the term has been batted around the boardroom, maybe you already have a strategy in place, or maybe you’ve skipped over it, deciding it wasn’t necessary for your business. Digital transformation is more important now than ever before.

2020 60

TSIA Interact: Key Takeaways

Education Services Group

TSIA’s conferences are always jam-packed with best-practices, real-life examples, success stories, and lessons learned from some of technology’s biggest names.

Need to More Effectively Manage Your Call Center?

TASKE shares how you can rewind your real-time dashboard and watch agent and time activities in the past. Download the infographic here!

Calabrio Unveils New Platform for a New Era of Workforce and Customer Engagement

CSM Magazine

Calabrio , the customer experience intelligence company, unveils the new Calabrio ONE workforce engagement management (WEM) suite at its first-ever virtual Calabrio Customer Connect (C3) conference, October 27-28, 2020.

2020 52

The journey to becoming a Customer Success Professional – By Irit Eizips

SurveySensum

Irit Eizips is the Chief Customer Officer & CEO at CSM Practice. Being pivotal in shaping Customer Success’ best practices, she has been nominated as a top Customer Success strategist and influencer, year after year, since 2013.

2013 52

5 Top Customer Service Articles For the Week of October 26, 2020

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. Predictions 2021: B2B Marketers Build Digital Pathways To Distanced Businesses by Lori Wizdo.

2020 58

Managing Customer Expectations Like a Pro with Mike Miller and Vikas Bhambri

Kustomer

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by two CX leaders, Michael Miller and Vikas Bhambri, to discuss managing customer expectations during a global pandemic.

B2B Pocket Playbook: End-to-End Guide to Sales Enablement

Sales enablement is the strategic process of providing sales teams with the content, guidance, and mentorship needed to engage targeted buyers. It’s all about equipping sales professionals with the tools they need to put their best-selling foot forward. And if sales teams want to continuously sell better -- and faster -- their sales enablement process must have a game-winning strategy. It's time for you to start selling smarter - and hitting your sales number - with the best B2B database in the market. Get started today.