Mon.Nov 16, 2020

Good CX Principle #3: Take on the stress

Zeisler Consulting

Today I’m posting the third article in a five-part series on the Principles of Good CX. There’s an intro to the series here , and parts one and two are here and here , respectively. I’ve previously mentioned the tongue-in-cheek observation that our jobs would all be a lot easier without the Customers, right? Forget that our jobs would not exist without Customers, of course, but that’s part of the joke.)

Lippert Components fueled innovations using GetFeedback


After implementing GetFeedback, Lippert improved its customer experiences within a matter of weeks of receiving customer insights. It also built a community of brand advocates that provided feedback and shared new product and service ideas. Customer Stories

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6 Habits of Organizations with Successful Remote Support


It’s as old as communication technology itself. The importance of following remote support best practices is undeniable – certainly anyone who has seen the movie Apollo 13 will recall that it saved the lives of the failed mission’s astronauts 50 years ago.

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5 Top Customer Service Articles For the Week of November 16, 2020


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. 3 Ways To ‘Innovate’ The Customer Experience by Sanjay Monga.

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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!

Conversational AI in Customer Service: An Interview with Dawn Varghese of Agara

Customers That Stick

Note: This blog post contains information related to and provide by a client of CTS Service Solutions.

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More Trending

Use Company Values to Power Employee & Customer Experience


As this absolutely crazy year winds down, it’s time to ask the question “what great things has 2020 brought to your business?” You didn’t expect that one, did you?! We think one standout opportunity is aligning your core corporate values with your employee experience and your customer experience.

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Mobile Commerce Projected to Represent 54% of Online Transactions by 2021

Think Customers

What’s next for mobile commerce in a world transformed by COVID-19? What new expectations do customers have and how can brands be prepared?

2020 Black Friday & Cyber Monday: Tips and Best Practices for Landing in the Inbox This Year


Fun fact: this year, marketers will find it harder to get into their family Thanksgiving dinner than into their subscribers’ inbox (thanks to the CDC’s recommendations for continued social distancing through the holiday season).

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Contact Center Digital Transformation Strategy


This is a guest post by Donna Fluss, the president of DMG Consulting LLC. It took a pandemic, but most companies have finally been convinced that they need to undergo a digital transformation to position themselves for success in the economy of the future, also known as the “new normal.”

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!

How to avoid the damaging problem of customer experience dissonance


Voice of the Customer How to avoid the dangers of CX dissonance

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360 Degree Feedback Examples: Process & Benefits


One of the most powerful things any community can do to improve themselves is to give and receive honest feedback. When we live together or work together, we notice things about each other. Often, there is no structural support to communicate these insights.

Does CX management really matter in manufacturing and other B2B sectors?


Loyalty Does CX matter in manufacturing & B2B sectors

How Conversica Optimized Their Renewal Management Process Using Gainsight


Everyone understands how critical renewals are to your business.

2020 52

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 the community in empowering your customers and generating value for your business.

The guest journey in 2020: A crucial tool to adapt your guest experience


Hospitality’s Covid challenge For cruise ship and resort operators, whose livelihood depends on the comfort and safety of travelers from all over the world, a pandemic is the worst-case scenario. […].

2020 52

How to Create a Best-In-Class Free Trial Experience


This is part 12 of our 12-part series “This is Product-Led,” inspired by our conference for Gainsight PX users, Pulse for Product. At the dawn of video gaming, California-based Atari was on top. For nearly its entire golden era, the company succeeded with very little intentional marketing. .

2020 52

How to ensure your brand 'purpose' is more than woolly marketing


Engagement How to ensure your purpose is more than marketing

CCM-CX Integration Strategy – Why You Need One and What to Include


Developing a highly efficient customer communications team that delivers a top-notch customer experience with minimal error takes time, planning, and forethought. That forethought should include developing a comprehensive customer communication management (CCM) strategy with the goal of benefitting the overall customer experience (CX). Integration Customer Experience Customer Communications

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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.

How SaaS companies can improve their Customer Experience (CX)


Some of the best SaaS companies have achieved long-term success because of their obsession with the customer experience (CX). I mean, think of Amazon (US) and Uber. These companies are practically pioneers in the field of CX and look where’s it gotten them.

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Reinventing the Holidays: Thanksgiving in the US


We’re pleased to share with you the second in a series of Reinventing the Holidays. The focus this time is on American Thanksgiving. As a refresher, this series centers on a central question for consumers and brands alike: what does the 2020 holiday season hold?

2020 52

Insurance Leaders: Review Your Marketing And CX Budgets In The Wake Of COVID-19

Forrester's Customer Insights

Consider Spending Changes In Five Categories Post-COVID-19 The business effects of the COVID-19 pandemic will be with us for years. However, the consequences of the pandemic are not identical for all companies.

Avoid the small mistakes that drive customers away


It's a well-known fact that good customer service is a cornerstone of business success. Poor customer service can have a significant impact.A 16th Nov 2020. By Aileen Allkins CEO & Founder

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!

7 Review Acquisition Strategies to Boost Customer Success



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Getting inside the customer's mind


Customer Experience, like everything else in the world, is changing. What customers want and what they do is changing, too. As we prepare.G 16th Nov 2020. By Colin Shaw Founder & CEO

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How to prepare your call center for holiday shipageddon


2020 has been an extraordinary year for brands and retailers. COVID-19 has accelerated the channel shift from in-store purchases to e-commerce, leading many companies to rapidly adopt and upgrade their digital capabilities, while others were ill-prepared.

Data Lakes: Navigating Storage and Analytics in Cloud Contact Centers

NICE inContact

A data lake is a repository for storing massive amounts of raw data in its native form, in a single location.

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.