Mon.Jan 18, 2021

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.

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The TechSee Delivery Team – Driving change through exceptional delivery


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.

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5 Top Customer Service Articles For the Week of January 18, 2021


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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If we can see it, we can fix it: How vision is expanding the roles of customer service staff


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.

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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.

Keep Your 2021 Sales Pipeline Full Using the Selling Lessons of 2020

Integrity Solutions

By Will Milano. This past year laid bare some critical underlying selling skills and cracks in their sales pipeline that sales leaders were able to ignore or avoid while focusing on more immediate concerns. There’s no putting it off anymore.

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More Trending

?Automation Predictions for 2021 and Beyond


Nobody thought 2020 would pan out the way it did. And while nobody can say for sure what will happen in 2021, one thing we are confident in is that automation technologies are going to continue to boom.

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Centralize every customer interaction with Unified Inbox


It used to just be a phone call or an in-person visit. Then came email – then text, followed by social media and webchat. People now engage with multi-location brands across multiple channels.

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Customer Love: Top Benefits and Best Practices for SaaS


Imagine SaaS to be a dating site! Bear with me for a minute. Now, it is trying to find out a lifetime of commitment – which again, let’s be serious is a scary thought for the many potential suitors out there.

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Mitchell: Excellence in the B2B Customer Experience

NICE inContact

As anyone knows who’s ever filed an insurance claim or been hurt in an accident or at work, it can be a long and frustrating process, with a lot steps and back-and-forth. Or it used to be. In recent years, though, technology has made a huge difference, streamlining the whole process.

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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!

McDonald’s Hot Coffee Case and the Customer Experience

Steve DiGioia

We all know that the coffee McDonald’s sells is too hot to drink when served. If you put it to your lips, you’ll most likely receive a burn that will be far worse than anything most people have ever encountered. So why do they make their coffee so hot?

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Double your survey response rate with Pulse Surveys


Understanding what your customers like and want is key to making marketing magic happen. Surveys give you the ability to ask questions of your customers, get answers, then uncover insights that help you better understand your customer needs.

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How an Entrepreneurial Spirit Led Anand Chandrasekaran to CPO


Being in tune with your career observations, work environment, and the industry’s current ebb and flow is necessary for anyone looking to make headway in the employment journey. Often, one is merely waiting for the opportunity to show, hoping that some kind of fate lends a hand.

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The new rules of engagement (according to customers)

C Space

The new rules of engagement (according to customers). How did 2020 change the rules of engagement between customers and brands? For nearly a decade, we’ve tracked the connection between companies and customers.

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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!

Passion for Product and “The Boss” Led Lee Weiner, Chief Innovation Officer at Rapid7 to the Top


Over the past year, Gainsight’s CEO, Nick Mehta, has interviewed a plethora of Chief Product Officers in the series Path to Becoming A CPO. As Nick explained in a recent conversation with Lee Weiner , Chief Innovation Officer at Rapid7, there was no direct path to the top early in all their careers.

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How FHIR and microservices can solve the challenge of fragmented care


Reducing unnecessary emergency room visits through patient engagement and data analytics Americans invented fast food, overnight shipping, meal kit services, and the 24-hour convenience store — we want everything available […].

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The Ultimate List of Product Experience Resources for 2021


As we embark on the New Year, now is the perfect time to catch up on Gainsight’s Product Experience resources from 2020. We compiled our best Product Experience resources from last year, from blogs to ebooks to webinars.

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Jan 18 – Customer Success Jobs


Role: Director of Customer Success Location: New York, NY, US Organization: BetterCloud As a Director of Customer Success, you will increase renewal rates and reduce churn. Influence future lifetime value through higher product adoption, customer satisfaction, and overall health.

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Customer Engagement Is a Two-Way Street

Two-way engagement means creating opportunities for conversation. Go beyond the obvious step of responding to complaints and comments; your customers want and deserve more than that. Implement these four tips to boost your two-way engagement.

A Coronavirus Survivor on What it Takes to Lead through a Pandemic

Think Customers

As the COVID-19 pandemic drags on, prevention guidelines and restrictions can feel incredibly challenging. Eric Yaverbaum, CEO of Ericho Communications, knows firsthand what it is like to be stricken with the coronavirus while leading a company.

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Hospitality loyalty: 3 predictions that will change the industry

Currency Alliance

Other than the number of rooms booked, how much do hoteliers know about their guests? How much must they know by 2025 to not become a commodity?

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Protected: Five brands to watch in 2021 (according to customers)

C Space

Password Protected. To view this protected post, enter the password below: Password: Submit. Communications & Messaging Customer Experience

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New Research Reveals Changing Consumer Priorities in 2021

Brandwatch CX


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The Executive's Guide to Building a Community Team

Speaker: Carrie Melissa Jones; Founder, Gather Community Consulting

Successful communities demand much more attention than most organizations predict. Join Carrie Melissa Jones, Founder of Gather Community Consulting for this webinar about the right way and the wrong way to approach community building.

Smart CRM Basics: The Power of Machine Learning in Marketing


Welcome to another episode of our Smart CRM Basics series. This time we discuss the importance of implementing Machine Learning (ML) in your CRM marketing plan. ML combines science, statistics, and computer coding to make powerful predictions by detecting patterns.

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CPO of Zuora, Chris Battles Shares How to Bridge into the Field of Product


It is rare for Gainsight CEO Nick Mehta to be surprised by a guest. But in a recent webinar, Chris Battles, Chief Product Officer at Zuora, presented him with a view and definition of Product rarely heard. Zuora is a Silicon Valley-based company with customers and offices all over the world.

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The Heptagon Awards


The Heptagon. Awards. for CRM Marketing Excellence. The 2021 Heptagon Awards by Optimove honor the most inspiring CRM campaigns, teams, and marketers, putting the intersection of intelligence and creativity on a pedestal. Campaign. Awards.

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Video: Diversity, Inclusion, and Climate Change


Last year, Uplight embarked on a journey towards becoming a more diverse and inclusive organization. Not only is this important for our organization, but for the communities that we partner with our utility clients to serve. Watch the video to learn more.

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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.