Wed.Apr 28, 2021

5 Steps to a Customer Retention Strategy

Integrity Solutions

What actions can you take to both increase employee engagement and create a customer retention strategy that moves more of your customers from “satisfied” to “loyal”? A 5-step roadmap to get you started.

2021 58

Stop Reading From The Script!


This is why some companies get a bad rap! Our colleague here at Shepard Presentations, Nate Jones, shared a story about something that recently happened to his father. This is a great customer service training lesson. He bought a new car.

2021 91

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How Can Financial Firms Learn to Be Loved?

CSM Magazine

Some brands go beyond loyalty and seem to spark a genuine love affair with their customers. Just think how fiercely Apple users feel about the company’s products, for example. But who can honestly say they love their bank, mortgage broker or credit card provider?

2021 71

How to Train and Support Remote Customer Service Employees

Myra Golden

This morning I hosted a webinar for leaders of customer service departments and operations. I walked everyone through how to prepare customer service specialists to apply psychological tactics to bring down the temperature in interactions and de-escalate.

2021 68

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.

The Ultimate Guide to Creating a Customer-Centric Culture


Culture is defined by actions. It is a tangible presence a customer can see and feel in the way you engage with them, respond to them, and present the product.

2021 73

More Trending

Being The Best Omnichannel Contact Center

Magellan Solutions

What is omnichannel contact center for Magellan Solutions. Magellan Solutions is an omnichannel contact center. We are a business process outsourcing service provider that allows our employees to use several isolated channels to communicate with customers.

Customer Experience Disruptor Dixa Expands Operations in the US to Fix Broken Customer Service Market

CSM Magazine

Dixa , the Nordic customer service innovator that has transformed the EMEA customer experience (CX) market, is continuing to strengthen its footprint in the US and its disruptive new perspective on customer experience.

2021 52

Lessons Learned from the Frontlines of CX: How One Company Improved Customer Satisfaction by 23% Despite a Volume Surge


2020 was a year for the record books. What can we learn from a year transformed by a global pandemic and the rapid shift to digital engagement? That businesses can actually improve their key indicator metrics during uncertain times if they have the right systems and tools in place.

2021 52



Conversations by ClientSuccess TM provides a better way for customer success managers to communicate & collaborate with their customers.

2021 56

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!

Pink Guava - Untitled Article

Pink Guava

How feedback is an effective tool for Business Success Feedback is an essential tool to build a person's leadership, empathy, and communication skills by listening, identifying, and acting on thoughts, feeling, and experiences.

2021 68

ClientSuccess Strengthens Leadership Team with New Customer Success Executive


Silicon Slopes, Utah, April 28, 2021 — ClientSuccess, a leading Customer Success Platform, announced today that Kristi Faltorusso has joined their executive leadership team as Vice President of Customer Success. . Faltorusso brings over a decade of experience in Customer Success leadership.

2021 56

039: The Importance of Creating A Day in The Life of Your Customer Story & Customer Avatars

The DiJulius Group

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy.

2021 59

ClientSuccess Strengthens Leadership Team with New Customer Success Executive


Silicon Slopes, Utah, April 28, 2021 — ClientSuccess, a leading Customer Success Platform, announced today that Kristi Faltorusso has joined their executive leadership team as Vice President of Customer Success. . Faltorusso brings over a decade of experience in Customer Success leadership.

2021 56

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 Measure the Success of your Live Chat Customer Support Team


As easy as it is to support customers with live chat, live chat customer support operations should never be run blindly. Knowing how your team is performing is the key to delivering great customer service.

2021 52

When Plan Meets Reality: Calabrio Named a Visionary for the Fifth Consecutive Year in the 2021 Gartner Magic Quadrant for Workforce Engagement Management (WEM)


There’s something to be said for planning ahead. But no one was planning for a pandemic. Or were we? . On the surface, Calabrio and our customers were planning for a continued shift to a hybrid workforce, more agent autonomy and flexibility in scheduling.

2021 52

How To Avoid Getting Ghosted By Customers


As a CSM, you’ve probably been ghosted a time or two – by clients, of course. When critical issues aren’t being flagged, weeks can pass before you look around and realize you haven’t connected with a customer in some time.

2021 56

How to Fix the Gaps in Your Customer Experience Strategy


Every business understands the importance of good service, but few are able to deliver an excellent customer experience that gets your most dedicated followers raving about you.

2021 56

Customer Perceptions of the Community Experience

Speaker: Mike Ellis, Vanilla Forums Marketing Manager

What do your customers actually want? In a land of ever-changing customer behaviors and expectations, brands need to understand the experiences customers value the most, and how these can impact their business outcomes. Join us on May 26th at 12 EDT for an in-depth discussion led by Vanilla's Marketing Manager, Mike Ellis. Mike will walk you through this research and guide you on community usage in terms of the most valued customer experience aspects.

Name The One Millimeter You Will Navigate This Week

One Millimeter Mindset

It definitely is up to you; it is your professional choice. Name the one millimeter you will navigate this week to get to where you really need to go, together. There is that one person, one idea, one project, one concept, one professional discipline which always gives you reason for Pause.

2021 61

Research: How the Retail Customer Service Landscape Has Shifted


At this point it goes without saying, but the world shifted online rapidly in 2020. According to our recent research of over 500 US consumers, 71% reported shopping online more frequently during the past year.

2021 60

April 28 – Customer Success Jobs


Role: Client Success Director (Real Estate) Location: New York, NY, US Organization: REEF As a Client Success Director, you will drive new business applications, working with internal REEF teams to match qualified applications to the real estate network.

2021 52

Paradigm shift in Customer Success technology with AI


Customers are at various stages of the life cycle, adoption, maturity, plans, and even expectation. Knowing what is the best action plan to drive customer success for each account takes years of experience and understanding. In a new field where experienced CSM are hard to find.

2021 52

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.

Turbulence Upstream

C Space

Turbulence Upstream. Jessica DeVlieger, Global CEO. Christina Stahlkopf, Associate Director, Research & Analytics. One of the surprising losers of the pandemic – according to consumers – is Netflix.

2021 52

6 Best Practices Of Call Center Training


6 Best Practices Of Call Center Training. Customer Experience

2021 52

How to Ask for a Customer Reference: An Essential Guide


People have stopped trusting sales folks altogether. Since they have been ‘programmed’ to convert all no’s into nods, prospects find it hard to trust their words. Let’s face it – aren’t they saying it all to get the product sold out?

DSM Solutions to Growing Winter Peaks in ACEEE’s Latest Report


While electrifying heating is an important step in decarbonization, increased electrical load in the winter is a new challenge many energy providers will have to face.

2021 56

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.