Tue.Nov 24, 2020

Improving the patient experience: How to offer more consumer-centric care


The patient experience is undergoing a profound change. Healthcare consumers today have new and more demanding expectations, forged by Amazon and Uber-like experiences where digital comes first.

Powerful Customer Feedback in 5 Simple Steps

Daniel Group

What should you do next for a powerful customer feedback program? Today, businesses are talking more about “customer experience.” ” Things may have progressed further at your company, and management has approved starting a formal customer feedback program.


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6 Ways To Get Customer Success More Clout (and a Seat at the Table) – Part 1


Why is your Customer Success team underfunded, marginalized, and overlooked?

2020 56

How to tell Purposeful Pandemic Stories in 5 Blog Posts

One Millimeter Mindset

Start telling the 2020 stories clients really need to hear: purposeful pandemic stories. These stories are about the stuff clients really need to know when deciding to do more business with you moving forward in 2021. Ah 2020.

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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.

What do you do when you can’t give the customer what they want?

Myra Golden

I created a worksheet to help you practice the Feel, Felt, Found Method so you can apply it in your specific situations. Grab the worksheet here. I was working with a client that sells food products. A frequent question they get from customers is, “What ingredients are in this yogurt?”

2020 65

More Trending

How Remote Businesses Effectively Improve Customer Engagement


Operating a business during a global pandemic is no easy feat. Many traditional businesses have made the temporary or permanent transition to a remote business model, which makes it all the more important for your cloud-based business to stand out. .

The Ultimate Guide to the Voice of Customer (VoC)


It has been said that having a good Voice of Customer (VoC) program leads to improved client retention, better employee engagement and less spending on customer service. And while this is entirely true, it seems that many businesses still fail to implement and manage an effective VoC program.

15 Reasons Why You Shouldn’t Ignore Employee Experience


Most leaders know by now that improving employee experience is really, really important. But I don’t think they know just how much. Organizations are often on the back foot about employee engagement and tend to ignore it while pursuing more short-term goals.

Belgian CX Specialist Premium Plus Opens Office in the UK

CSM Magazine

London office bolsters European ambitions. In addition to the head office in Antwerp, and the French office in Lille, Premium Plus is now opening a branch in the UK’s capital, London.

2012 52

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!

Are You Ready for a CS Tool?

Education Services Group

Technology can be an invaluable part of your customer engagement strategy. Yes, I said but. Without the proper foundational Customer Success elements in place, it becomes nearly impossible to utilize your chosen CS tool to its fullest potential.

2020 52

Why Paying for a Quality Assurance Program Can Save You in the Long Run


Have you ever called a customer service call center and been left waiting for an unbearably long time? Or the agent couldn’t find the answer to what seemed like a simple question? Or worse yet, they gave you a bit of an attitude?

CRM Hack: Cross-Selling Between Platforms


Welcome to another episode of PostFunnel Insider, Optimove’s series of CRM know-how, tips, news, and analysis videos. Last month, we presented you with three the Ws of cross-sell – why, who, and when to cross-sell.

2020 56

How are Contact Centers Adapting to the New World of Remote Work?

Advantage Communications

The COVID-19 pandemic has fundamentally changed the way organizations view their workforce. Companies now fully understand the benefits of remote work and flexible schedules. Customer Service Trends Contact Center

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!

Why creating empathy in your customer service is so hard


Date: Tuesday, November 24, 2020 Author: Guest author: Adrian Swinscoe Why creating empathy in your customer service is so hard. Published on: November 24, 2020.

2020 67

Nov 24 – Customer Success Jobs


Role: Senior Manager, Enterprise Customer Success Location: Dallas, TX, US Organization: Amplitude As Senior Manager, Enterprise Customer Success you will directly manage a team of CSMs and be accountable for the adoption and retention of a strategic customer segment.

PCI Pal shortlisted for Best Technology Initiative at the Card and Payments Awards

CSM Magazine

PCI Pal, the global provider of secure payment solutions, today announced it is a finalist in the Card and Payments Awards 2021 for the ‘Best Technology Initiative’.

2021 52

How to Get Customer Referrals: Best Practices for B2B SaaS Companies


You may put in all your efforts through digital marketing to market your product. Yet what comes at the top out of all marketing strategies is customer referrals. Customers tend to trust the feedback of your product more when it comes directly from its users.

B2B 52

Community: Executives, Take Note!

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.

All You Need to Know About the Net Promoter Score (NPS)


If you are just starting off with a Customer Experience (CX) program for your brand, you would know the importance of using CX metrics. Source. Insight customerisking cx detractors feedbackly feedbacklycxm net promoter score NPS NPS Calculator passives promoters

Freemium or Free Trial: Which Model Is Better for Your SaaS Business?


Let’s get it straight – the one thing common between freemium or free trial is that none generate revenue. Before we dive into what both terms mean, it makes more sense to know what it is not. With a heavy heart, accept the fact that neither of them can protect an already ailing SaaS business.

2020 52

Rainbow Shops’ Adoption of Kustomer CRM Platform Just Weeks Before Peak Holiday Shopping Delivers Seamless, Efficient Customer Experience


Kustomer Quickly Helps Rainbow Shops Reduce Abandon Rate by 60%, Improve Agent Satisfaction And Deliver A Modern Customer Experience.

6 steps to mapping the employee journey at your organization


Close employee experience gaps by mapping your people’s journey with your organization. In order to master employee experience , you must listen to your people at each stage of their journey with your organization.

2020 39

Your Guide to Boosting ROI Through Customer Support

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.

Proximity Marketing: What Is It & What Does It Mean For Local Businesses?


Reading Time: 8 minutes. You can use numerous marketing channels to attract customers to your local business or that of a client. As a business owner, or an agency supporting customer acquisition efforts for a local business, your goal is to identify and utilize the most effective marketing channel.

2020 28

Getting CX Right: Sears PartsDirect

Zeisler Consulting

There’s plenty of bad CX out there. But I had an experience not long ago with a company that was so good it’s inspired me to start a new feature in my writing (and new category on the blog) today called “Getting CX Right” to celebrate those organizations (naming names!) that knock it out of the park. Here’s the first installation: The top rack of our dishwasher needed a replacement part (how’s that for esoteric?)

2020 40

A Strategic Framework for Managing Customer Feedback

Brad Cleveland

Whether your organization’s a print shop with three employees, a government agency with 3,000, or a multinational company with 300,000, six steps are required to manage customer feedback.

3 Important Predictions for Customer Success in 2021


No one could have predicted the wild and tumultuous year that 2020 has turned out to be. While the customer success world (and the larger SaaS economy in general) has experienced its fair share of ups and downs this year, the industry will be even more prepared in the future. .

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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.