Expert insights. Personalized for you.
This week we feature an article by Ricardo Saltz Gulko, managing director and co-founder of Eglobalis. He shares 5 habits of companies that went through dramatic transformation and still managed to improve the customer experience. MORE
A day in the life of a Millennial. Ashley rolls over, checks her Fitbit Ionic to see the quality of REM sleep she experienced last night, and reaches for her iPhone to scan her messaging apps and social networks. She tweets about her sleep quality and messages her roommate that her share of the rent has been paid with Venmo. MORE
How Do Great Brands Deliver a Consistent Customer Experience? Some brands deliver consistently delightful experiences for customers like magic. Other brands seem to base the experience on which employee answers the call. How can some brands get it so right, so consistently? MORE
20 essential customer loyalty survey questions and surveying best practices. Guides MORE
COVID-19 catapulted CX to the top of company priorities—but are these trends here to stay? Find out three top findings from our recent CX study and discussion with senior CX leaders. Articles MORE
Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition. When your customers can buy what you sell from others, that’s called competition. That also makes it a commodity. MORE
Trust is a core factor in facing the future of CX. There are known challenges and many, many unknowns in the months ahead. Customers are figuring out the “next normal” and what that means to their daily experiences. MORE
How to rethink your omnichannel CX strategy for 2020 and onward as a response to the COVID-19 pandemic. Guides MORE
How to prepare for your customers' changing expectations in the New Year according to Forrester’s 2021 CX predictions. Guides MORE
View or download the presentation by Lisa Kobek from CustomerCount® on why resorts should be focusing on owner engagement with feedback tools at this difficult time for the hospitality sector. The post Engaging owners through feedback tools appeared first on CustomerCount. MORE
Today’s guest post is from my good friend, Chip R. Bell , the best selling author of the 9 1/2 Principles of Innovative Service and many other customer service books. MORE
CRMI Salutes Companies Fighting Spread of Coronavirus NorthFace ScoreBoard AwardSM (NFSB) Certificates issued to companies that have performed extraordinarily in the fight against COVID-19 by Bill Bradley VP Marketing, CXDNA Stakeholder Communic MORE
Within the natural cycles of any business, there are times that offer a chance to review, reflect and recharge. Some of the most common moments include: The end of the calendar year. The end of your fiscal year. As you wrap one quarter and prepare for the next. Before budgeting season. MORE
Groundbreaking Customer Satisfaction Award Marks 20th Anniversary NorthFace ScoreBoard AwardSM Established Defining SBI Metrics for Creating World-Class Excellence in Customer Service and Support . By Bill Moore VP CXDNA Pla MORE
Now more than ever as we navigate times of uncertainty, at home employee soft-skills training will produce long-term positive customer experiences. Are your employees armed with the necessary soft-skills training to deliver exceptional customer exper MORE
Whether your company actively recognizes this notion or not, one fact’s for sure – your employees are your greatest asset by far. From those who operate along the frontlines, to those who maintain systems behind-the-scenes, your employees are the cornerstones of you MORE
Customer service speaker, author, and coach Dan Gingiss reads real customer feedback live and gives you advice on what to do about it. Webinars MORE
As we’ve recently shifted to a digitally-focused world, you may have faced some new challenges in the way leadership should approach customer experience. Despite any perceived hardships, this shift may actually present you with new opportunities to engage your employees and customers. . MORE
How to provide the best customer service and support during this unprecedented holiday season. Guides MORE
Interview with Matthew Phillip, Marketing Automation Manager at Mylo, a Lockton company, the insurtech leader revolutionizing insurance shopping, about his career in the customer experience space. Articles MORE
Identify customer touchpoints, map out a complete customer journey, and optimize the customer experience. Guides MORE
When crafting a customer experience game-plan CX practitioners should consider the geographic location of their target audience if they want to fully meet expectations and delight customers. As mentioned by Martin Ortlieb, User Experience Research MORE
. Customer relationships have moved far beyond the typical sales cycle, specifically within the B2B space. Instead of ushering clients into the traditional sales funnel, brands must now focus on bringi MORE
Much like your annual New Year’s Resolutions, the Corrective Action Plan (CAP) comes into play after you’ve taken stock of your brand’s faults and failures. After all, you’ve gathered business intelligence, implemented data analytics, and emb MORE
Voice of the Customer: An Overview. Businesses who do well with customer experience initiatives do so because they know exactly what their customers are feeling and experiencing. . No, the secret to success isn’t mind-reading. It’s a Voice of the Customer program (VoC). MORE
Of the three primary disciplines in business—marketing, sales, and service—customer service has the power to make your company stand out amongst the competition. After all, a recent American Express survey stresses that seven out of 10 U.S. consu MORE
CX Network looks at two data mistakes that hinder customer experiences: Data silos and the big data myth. It is a fact of business that poor data practices have the ability to do real damage to customer relationships. After all, as Emmanuel Obadi MORE
It’s an adage as old as capitalism: to know the customer, one must become the customer. It’s imperative that companies keep up with customer sentiment in order to remain one step ahead of any complaints or concerns that might arise. Business anal MORE
Imagine your brand’s struggling in some capacity. Perhaps sales have plummeted in the last quarter, or employee turnover has skyrocketed over the past year. You’re not sure what you’re doing wrong, but you need to find the root of the problem a MORE
Customer experience has gained respect from various verticals as findings signal that experience will soon be the key decision-maker for consumers, above product and price. Here we look at five customer experience trends in retail highlighted in o MORE
CRMI
SEPTEMBER 22, 2020
Groundbreaking Customer Satisfaction Award Marks 20th Anniversary NorthFace ScoreBoard AwardSM Established Defining SBI Metrics for Creating World-Class Excellence in Customer Service and Support . By Bill Moore VP CXDNA Pla
CRMI
MARCH 25, 2020
Now more than ever as we navigate times of uncertainty, at home employee soft-skills training will produce long-term positive customer experiences. Are your employees armed with the necessary soft-skills training to deliver exceptional customer exper
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
CRMI
JANUARY 3, 2020
Whether your company actively recognizes this notion or not, one fact’s for sure – your employees are your greatest asset by far. From those who operate along the frontlines, to those who maintain systems behind-the-scenes, your employees are the cornerstones of you
CRMI
JANUARY 3, 2020
Customer experience has gained respect from various verticals as findings signal that experience will soon be the key decision-maker for consumers, above product and price. Here we look at five customer experience trends in retail highlighted in o
Advertiser: 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.
CRMI
JANUARY 3, 2020
CX Network looks at two data mistakes that hinder customer experiences: Data silos and the big data myth. It is a fact of business that poor data practices have the ability to do real damage to customer relationships. After all, as Emmanuel Obadi
CRMI
JANUARY 3, 2020
Of the three primary disciplines in business—marketing, sales, and service—customer service has the power to make your company stand out amongst the competition. After all, a recent American Express survey stresses that seven out of 10 U.S. consu
CRMI
NOVEMBER 19, 2020
. Customer relationships have moved far beyond the typical sales cycle, specifically within the B2B space. Instead of ushering clients into the traditional sales funnel, brands must now focus on bringi
CRMI
OCTOBER 26, 2020
CRMI Salutes Companies Fighting Spread of Coronavirus NorthFace ScoreBoard AwardSM (NFSB) Certificates issued to companies that have performed extraordinarily in the fight against COVID-19 by Bill Bradley VP Marketing, CXDNA Stakeholder Communic
CRMI
JANUARY 3, 2020
It’s an adage as old as capitalism: to know the customer, one must become the customer. It’s imperative that companies keep up with customer sentiment in order to remain one step ahead of any complaints or concerns that might arise. Business anal
Advertisement
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!
.png)
CRMI
JANUARY 3, 2020
Imagine your brand’s struggling in some capacity. Perhaps sales have plummeted in the last quarter, or employee turnover has skyrocketed over the past year. You’re not sure what you’re doing wrong, but you need to find the root of the problem a
CRMI
JANUARY 3, 2020
Much like your annual New Year’s Resolutions, the Corrective Action Plan (CAP) comes into play after you’ve taken stock of your brand’s faults and failures. After all, you’ve gathered business intelligence, implemented data analytics, and emb
Experience Investigators by 360Connext
DECEMBER 8, 2020
Within the natural cycles of any business, there are times that offer a chance to review, reflect and recharge. Some of the most common moments include: The end of the calendar year. The end of your fiscal year. As you wrap one quarter and prepare for the next. Before budgeting season.
GetFeedback
JANUARY 21, 2021
Customer service speaker, author, and coach Dan Gingiss reads real customer feedback live and gives you advice on what to do about it. Webinars
Advertiser: ZoomInfo
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!
ShepHyken
SEPTEMBER 26, 2018
Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition. When your customers can buy what you sell from others, that’s called competition. That also makes it a commodity.
Customer Bliss
NOVEMBER 18, 2020
Today’s guest post is from my good friend, Chip R. Bell , the best selling author of the 9 1/2 Principles of Innovative Service and many other customer service books.
GetFeedback
JANUARY 13, 2021
20 essential customer loyalty survey questions and surveying best practices. Guides
Experience Investigators by 360Connext
JANUARY 12, 2021
Voice of the Customer: An Overview. Businesses who do well with customer experience initiatives do so because they know exactly what their customers are feeling and experiencing. . No, the secret to success isn’t mind-reading. It’s a Voice of the Customer program (VoC).
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.
Customer Bliss
DECEMBER 16, 2020
As we’ve recently shifted to a digitally-focused world, you may have faced some new challenges in the way leadership should approach customer experience. Despite any perceived hardships, this shift may actually present you with new opportunities to engage your employees and customers. .
GetFeedback
NOVEMBER 30, 2020
How to prepare for your customers' changing expectations in the New Year according to Forrester’s 2021 CX predictions. Guides
GetFeedback
JANUARY 19, 2021
Identify customer touchpoints, map out a complete customer journey, and optimize the customer experience. Guides
GetFeedback
NOVEMBER 1, 2020
How to provide the best customer service and support during this unprecedented holiday season. Guides
Advertisement
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.
GetFeedback
NOVEMBER 11, 2020
Interview with Matthew Phillip, Marketing Automation Manager at Mylo, a Lockton company, the insurtech leader revolutionizing insurance shopping, about his career in the customer experience space. Articles
GetFeedback
DECEMBER 16, 2020
COVID-19 catapulted CX to the top of company priorities—but are these trends here to stay? Find out three top findings from our recent CX study and discussion with senior CX leaders. Articles
TechSee
OCTOBER 9, 2018
A day in the life of a Millennial. Ashley rolls over, checks her Fitbit Ionic to see the quality of REM sleep she experienced last night, and reaches for her iPhone to scan her messaging apps and social networks. She tweets about her sleep quality and messages her roommate that her share of the rent has been paid with Venmo.
Experience Investigators by 360Connext
SEPTEMBER 2, 2020
How Do Great Brands Deliver a Consistent Customer Experience? Some brands deliver consistently delightful experiences for customers like magic. Other brands seem to base the experience on which employee answers the call. How can some brands get it so right, so consistently?
Advertiser: Frontline Group
Frontline Call Center and VBurchett Consulting are joining forces in modern patient care with a new patient engagement center that utilizes telemedicine.
GetFeedback
AUGUST 31, 2020
How to rethink your omnichannel CX strategy for 2020 and onward as a response to the COVID-19 pandemic. Guides
Customercount
AUGUST 20, 2020
View or download the presentation by Lisa Kobek from CustomerCount® on why resorts should be focusing on owner engagement with feedback tools at this difficult time for the hospitality sector. The post Engaging owners through feedback tools appeared first on CustomerCount.
ShepHyken
AUGUST 21, 2020
This week we feature an article by Ricardo Saltz Gulko, managing director and co-founder of Eglobalis. He shares 5 habits of companies that went through dramatic transformation and still managed to improve the customer experience.
Experience Investigators by 360Connext
AUGUST 11, 2020
Trust is a core factor in facing the future of CX. There are known challenges and many, many unknowns in the months ahead. Customers are figuring out the “next normal” and what that means to their daily experiences.
Advertisement
TASKE shares how you can rewind your real-time dashboard and watch agent and time activities in the past. Download the infographic here!
205 
Let's personalize your content