Mon.May 10, 2021

Ten guiding principles for a better customer experience


Many businesses are working to foster a better experience for their customers. With customer experience being a new area of focus for many, we have found that businesses are ramping into the field very quickly and are sometimes missing some key base principles in the process.

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Exceptional? Sales? ?People? ?Deserve? ?to? ?Sell? ?Outstanding? ?Products


Here at TechSee, we are incredibly proud of what we’ve created and what it has to offer. In the span of only six years, we’ve established ourselves as the market leader in visual assistance, selling to more than 100 Tier-1 leading enterprises worldwide.

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Trending Sources

5 Top Customer Service Articles of the Week 5-10-2021


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.

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CX leaders share tried & tested ways to secure customer experience investment


Engagement Tried and tested ways to justify CX investment

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The History of the Word "Hacker"

According to one of the best English etymological dictionaries available, the word "hacker", with the sense of evil/good and brilliant computer programmer, was born in the halls of MIT. This fact alone reminds us that culture and words begin in actual places. At that time, to hack code, or hack out code, had a negative connotation. Where did this come from? Read this eBook to learn how the word "hacker" has evolved.

Join me at Medallia’s Experience 21 Event

Kerry Bodine

On Wednesday, May 19, I’ll be joining forces with my friend and former Forrester colleague Megan Burns at Medallia’s Experience 21 event.

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More Trending

Workbooks Adds Enhanced Data Quality Capabilities to Its CRM Suite

CSM Magazine

Maintaining the quality of customer and prospect data inside a CRM platform can be a huge and time-consuming challenge for businesses.

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Designing a fantastic customer journey from end-to-end


Delivering world-class experiences on a consistent basis isn’t easy — especially when you’re managing multiple locations. However, businesses that are able to go above and beyond customer expectations see higher loyalty , higher overall star rating, and higher revenue.

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Kustomer Named a Winner in the 2021 Excellence in Customer Service Awards


Kustomer is honored to have been named a winner in the 2021 Excellence in Customer Service Awards presented by Business Intelligence Group.

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How To Use Matrix Questions In Your Online Surveys?


The more structure you add to your survey, the better responses are expected. A monotonous survey will have less or no answer. Hence, designing an engaging one is essential. Wondering how to create such engaging surveys?! Well, it is easy!

2021 52

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!

Pulse Everywhere 2021: Speaker Spotlights


Netflix, Hulu, Amazon Prime, HBO Max, Disney+. The recent proliferation of streaming services has led to an abundance of original content. Here at Gainsight, we’ve been inspired by the variety of exclusive content found across these platforms.

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Why SMEs Should Follow Companies that Outsource to Philippines

Magellan Solutions

What Benefits Do Companies that Outsource to Philippines Enjoy? . History tells that outsourcing or offshoring favored established companies. Taking into account the prime example of General Motors and Ford Company.

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Podcast: The Overnight Community Success Plan


In Episode 11 of The inSide Scoop on Customer Success , we tackle a very important topic: the Community Success Plan.

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Top 10 Customer Experience Mistakes


A good customer experience will have a positive impact on revenue. Some businesses only focus on sales and marketing leading to less focus on customer engagement. Investing in customer experience will boost customer success and customer retention rates.

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Leadership Panel: Lessons Learnt from a Global Support Community

Speaker: Panel hosted by Adrian Speyer, Head of Community, Vanilla Forums

Are you struggling to support your global community? Or, are you not even sure where you should start. Establishing a global support community comes with many many questions. How do you encourage your customers to help others? What are the key metrics to measure? What are the biggest challenges? Our super panel consists of community leaders from around the world, each of whom, have experienced and overcome the challenges of a global support community. They are ready to share the trials and triumphs, and everything in between, on the road to a successful community.

4 Reasons Your Company Needs an Intranet

CSM Magazine

Some might think corporate intranet is dead, but this is further from the truth. More business organizations are still using this technology to bring people together and promote an effective, efficient, and collaborative working environment.

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Build A Culture Of Emotionally-Intelligent Employees To Boost Mental Health

Forrester's Customer Insights

Many companies get emotion wrong… Rather than designing experiences built on a broad spectrum of emotions, they equate emotion with delight. But real joy and real happiness can only exist in relation to all the emotions, they are a “boxed set.” We cannot just pick and choose our emotions.

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Coming to MyCustomer in June: The CX Leader Sessions


Engagement Coming to MyC in June: The CX Leader Sessions

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3 Must-know Principles about Timing of Feedback Surveys


Feedback surveys are important resources that help businesses assess the quality and success of their Customer Experience (CX) program. But, you cannot use all. Insight business CSAT customerisking cx emotional experience feedback feedbackly feedbacklycxm Survey

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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.

Prioritise Your Customers’ Mental Wellbeing To Spur Pandemic Recovery

Forrester's Customer Insights

It’s impossible not to see how consumers have felt the pressure of the 2020 pandemic. People have faced job losses, extended furlough, or enforced remote work while also managing home schooling, and the social (and psychological) impact of lockdowns.

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Captive Center vs. Outsourcing: How to Pick the Right One for your Customer Service Needs

Think Customers

There’s no overstating the importance of having high-quality contact centers.

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Warning: Employee Engagement Is Higher Than You Think – Carefully Monitor The Burnout Factor

Forrester's Customer Insights

This week is European Mental Health Week. There are many different facets to mental health but no doubt our relationship to work is a key component of it, simply because we spend so much time working and because work (or the absence of it) also shapes our very own identities.

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WATCH NOW: MyCustomer introduces The CX Leader Sessions


Engagement WATCH NOW: Introducing The CX Leader Sessions

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Generic ASR Will Never Be Accurate Enough for Conversational AI

What type of ASR is able to be tailored to your Conversational AI? It is an End to End Deep Learning ASR. This type of ASR can be trained with your audio data to make sure the intent is captured and the transcription is accurate for your use case. It can also be continually trained and improved to gain more accuracy and focus. Read this eBook to find out how a Conversational Al system determines the intent of the conversation and focuses on the important words.

May 10 – Customer Success Jobs


Role: Customer Success Manager – Strategic Location: Remote, United States Organization: Premier Group Recruitment As a Customer Success Manager, you will be actively serving a portfolio of assigned North American accounts including major consumer, prosumer, and B2B brands.

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Coming to MyC in June: The CX Leader Sessions


Engagement Coming to MyC in June: The CX Leader Sessions

2021 52

How Email Marketers Can Use Data to Combat Inbox Overload

Smarter CX

The average professional sends and receives 127 business emails per day. That’s a large chunk of time spent on one communication channel. But often, email marketers , specifically in retail, send large amounts of email because they may feel pressured by those who believe it drives revenue. More sends beget more money, theoretically. However, email marketers also recognize that email file health is critical.

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The Future of College Sports: New Study Reveals How Athletic Directors and Administrators Can Enhance the College Football Experience


The future of sports is facing an experience transformation. The events of 2020 forced leagues to think differently and create new ways to engage with fans and staff. Externally, the fan experience was forced out of stadiums, and into living rooms via computer, television, and mobile screens.

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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.