Thu.May 12, 2022

How Indigo Gets Rapid Customer Feedback to Test Product Concepts


Indigo is Canada’s leading book and lifestyle retailer, offering a curated assortment of books, gifts, baby, kids, wellness, and lifestyle products that support their customers every day and at key life stages by simplifying their journey to live life on purpose.

2022 158

What’s Next For Digital Consumer Behaviors?

Forrester Digital Transformation

Read why you should eschew “new normal” thinking when it comes to consumer behavior. We’re in a deeply unsettled, volatile moment—and change is here to stay. Age of the Customer Consumer Energy Index customer experience Customer Insights digital business promoted

2022 83

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What’s a Customer Journey Map? Template & Crash Course


Customer journey mapping can make the crucial difference between driving business success and seeing flagging customer satisfaction, retention rates, and revenue. It's no coincidence that we frequently return to the businesses that offer us great experiences.

2022 62

Workforce Wellbeing: 7 Essential Elements of an Effective Corporate Programme

CSM Magazine

Personal and organisational growth go hand in hand. Ross Daniels at Calabrio shares his top tips for an effective wellbeing programme to build a happy and productive team.

2022 56

How to Supercharge Your Customer Feedback Strategies with Messaging

When customers communicate with companies, they choose the channel for quickest response, even if it’s not their preferred channel. Read about this disconnect, the preference for human-assisted channels, and how messaging improves customer experience.

Discovering Hidden Customer Insights in New Places is Critical for Future Success!

Beyond Philosophy

Customer Science is an exciting new variant of Customer Experience. One of the crucial ways that the science is more powerful is the quality of the customer data you feed into the process. So, the question becomes, how complete is the data you would feed into the scientific process?

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More Trending

Moving toward Predictive Customer Analytics for Excellent Customer Support

CSM Magazine

Historically, customer support teams have taken a reactive approach to customer issues. Improving customer experience was more about finding solutions to customer-reported issues than proactively taking steps to improve the value and quality of the company’s products and services.

2022 52

Quote-to-Cash Process: What It Is, Benefits, & Examples

Circular Edge

Blog Credit: Scott Beaver, July 14, 2021 (Quote-to-Cash Process: What It Is, Benefits, & Examples | NetSuite).

2022 52

Customer Experience Tips for Vacation Rental Owners

CSM Magazine

There’s no time like the present to be in the vocational rental business. Though the start of the global pandemic prevented or reduced travel, the distribution of vaccines and a decline in hospitalizations have prompted people to get back out and explore.

2022 52

Why do phone surveys have a low response rate?


Since the beginning, marketers, researchers, and businesses relied heavily on telephone surveys to interview people, collect and understand customer feedback.

2022 52

Should Loyalty Metrics Be Reassessed Post-Pandemic?

Two years later, CX pros wonder how the pandemic has changed customer expectations, and how their CX measurements should accommodate these changes. To find the answers we analyzed VOC data from a variety of industries. Download this eBook and learn what we discovered!

Delivering Great Customer Service is Critical When Dealing with Fraud Claims

CSM Magazine

Delivering great customer service is essential for any business, but it is especially important when it comes to fraud claims. The number of people who report being scammed has been on the rise recently. In this day and age, it is important for businesses to have a dark web monitoring tool.

2022 52

5 Reasons Using Product Analytics Enhances Your Customer Experience


Here’s a harsh reality: To grow your product, your team has to be laser-focused on the customer’s experience. In the modern SaaS world, disappointed users will flee to the competition the moment they start feeling neglected.

2022 56

Creating A digital storefront through customer service


Customer experience comes down to creating the easiest path possible for customers to complete their tasks. Whether enrolling in an insurance policy, returning a dress, or booking a flight, the principles of good customer service remain the same whether online, over the phone, or face-to-face.

2022 62

Top 10 Customer Engagement Manager Interview Questions & Answers?


Customer engagement managers are a great, coveted position in the SaaS space. Though getting a new client is great for a business, keeping the customer relationship positive is the most difficult aspect. Customers need to be engaged once they are on board with the company.

2022 52

How to Make Every Survey a Top Customer Experience!

We’ve all had surveys that we’d rather forget, but surveys are a critical element of your overall customer experience. Download this eBook and get the four key elements of a brand-building survey program. Use these tenets to help your surveys deepen your customer’s relationship with your brand.

How A History In Customer Service Will Support You In Becoming An Entrepreneur

CSM Magazine

Businesses that focus their attention on providing exceptional customer service have revenues up to 8% higher than those that don’t. In fact, customer service is so important to consumers that 25% are prepared to pay an extra 10% for it , according to Forbes.

2022 52

When you win, we win. Cheers to customer success!


When you win, we win. Cheers to customer success! Stephanie Clarke. Thu, 05/12/2022 - 15:29. Customer reviews are among Quadient’s favorite sources of feedback because they bring our products and services to life.

2022 52

What to Do When Your Remote Employees Lack Productivity

CSM Magazine

While we’re now past the lockdown era that practically enforced telework, the virtual workplace will remain part of our lives. Companies noticed several benefits after the shift and chose to stick with remote work.

2022 52

Scenario Based NPS — Metrics Part 2

Education Services Group

The Reason. In middle school, I wasn’t athletic by any rendition of the word: I averaged about a twenty-one-minute mile, couldn’t lift my own body weight, and would have been lucky if I managed a handful of knee push-ups during physical fitness testing in gym class.

2022 52

Should Loyalty Metrics be Reassessed Post-Pandemic? And What About NPS?

How has the pandemic changed customer expectations and CX strategies? From several verticals and a wealth of VOC data, we share key insights and examine if NPS has the same predictive power. See how you should adjust your metrics!

What Is a Financial Controller? Role & Responsibilities

Circular Edge

Blog Credit: Kristina Russo, September 13, 2021 (What Is a Financial Controller? Role & Responsibilities | NetSuite). Financial controllers are a varied group of accounting professionals.

2022 52

Empathy in Customer Service with Irene Griffin


In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Irene Griffin , to discuss building better customer relationships through an empathy-driven support model. Griffin is currently leading the customer support team at FranConnect.

2022 59

Outsourcing Lead Generation Service to the Philippines

Magellan Solutions

Qualifying and generating leads plays an integral role in retaining and expanding a company’s client base. But sourcing these leads take time and effort and is oftentimes relegated to the most junior staff in the company. Outsourcing lead generation to a third party fixes this. The outsourced company has the skill and the manpower and is given priority unlike This helps keep the business sustainable in the long-term.

2022 40

Building a 90-Day CX Roadmap with Shannon Martin from Expedia Group


In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Senior Director of Travel Partners Group at Expedia Group Shannon Martin to learn about building a 90-day roadmap to successful customer service.

How to Design Your VOC Program for CX Success

What kind of reaction do you notice when “voice of the customer” is mentioned at your company? Chances are it conjures up some mix of frustration, anxiety, disappointment, confusion, or avoidance. That’s because today, most companies fail to get a real payoff from their voice of the customer (VOC) investment. Your VOC program needs to be carefully designed; this eBook will guide you with the 4 dimensions for true success. Download the eBook today!

7 Ways to Use Live Streaming to Liven Up Your B2B SaaS Business?


Videos are a very popular mode of communication. Live streaming is a great solution for companies, including B2B SaaS ones who want to improve their influence on users and prospects. Live streaming is a great way to reach the numbers without overspending on expensive hardware, equipment, and more.

2022 52

Convergence of Product and Customer Success Management.


It’s astonishing to know how product management converges with customer success management at one point. The overlap is the point where customers truly and completely experience the efficiency and effectiveness of your product!

2022 52

Let’s get physical: the (everlasting) case for Direct Mail and our new integration with Lob


Let’s start from the end: in 2022, Direct Mail is alive and kicking, thank you very much. What makes us say that?

2022 52

Conversational Sales Assitant - SAP Sales Cloud

SAP Customer Experience

This feature helps you to simplify daily tasks like creating follow up meetings, viewing open opportunities, getting customer details and more using simple voice commands. You can use this functionality on your smartphone, to streamline repetitive processes, execute on critical leads and opportunities, and gather key insights from meetings. Prerequisite: Customer Experience # sap enterprise support #SAP Enterprise Support Value Maps Cloud SAP Sales Cloud

2022 50

A Strategic Guide to Community Gamification

Does creating engaged customers and impacting CS objectives sound interesting? Learn more about how gamification can help your customer success team in our free eBook.