Tue.May 10, 2022

5 Simple Steps Retailers Can Take to Build Stronger Relationships with Customers

InMoment XI

Customer loyalty has become more elusive in the past few years. As customers seem to shop solely based on the best deal, it can be difficult to build customer loyalty in retail, which leaves many brands wondering if customer loyalty is even worth the effort.

2022 415

Be a Zero Risk Company with a Great Customer Loyalty Strategy: Screw Up First

The DiJulius Group

One of the key characteristics of the top customer experience brands in the world is that they are ‘Zero Risk’ to do business with. A Zero Risk business isn’t one that never makes mistakes; every excellent customer service company drops the ball from time to time.

2022 99

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3 Reasons Human Expertise is Essential to Experience Improvement

InMoment XI

A lot of companies and organizations have gotten a very specific idea of how experience programs and human expertise work into their collective minds these last 20 or so years. The impression is this: experience programs are fully autonomous solutions that can pretty much be set and forget.

2022 348

Effects of Reducing Customer Effort Score

Zonka Feedback

Customer Service is an integral part of the overall Customer Experience. No matter how good your product is, there will be some instances when your customers will need you to serve them well. If you provide a great service to your customers, their overall experience improves to a large extent.

How to Supercharge Your Customer Feedback Strategies with Messaging

When customers communicate with companies, they choose the channel for quickest response, even if it’s not their preferred channel. Read about this disconnect, the preference for human-assisted channels, and how messaging improves customer experience.

5 Ways to Ensure Employees Uphold Your Brand’s Values

InMoment XI

When a business is in its nascent stage, everyone feels like an owner. Each employee—from the leadership to the frontline—has a personal stake and interest in building success through differentiated offerings and positive customer experiences , all while upholding the brand’s values.

2022 260

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Ten Principles For Designing The Metaverse

Forrester Digital Transformation

10 principles you can use as a foundation for envisioning your organization’s path to the metaverse. Age of the Customer customer experience digital design emerging technology experience design (XD) Innovation Metaverse user experience (UX

2022 82

Top Customer Engagement Tips for Retaining Executive Stakeholders


A customer engagement strategy is critical for retaining and growing SaaS clients. It’s especially important to engage executives and stakeholders to ensure retention.

2022 71

Ten Principles For Designing The Metaverse

Forrester Digital Transformation

Ten principles you can use as a foundation for envisioning your organization’s path to the metaverse. Age of the Customer customer experience digital design emerging technology experience design (XD) Innovation Metaverse user experience (UX

2022 81

Amazing Business Radio: Dennis Yu

Shep Hyken

The Ultimate TikTok Guide for Business . How to Use TikTok for Marketing and Customer Service. Shep Hyken interviews Dennis Yu, CEO BlitzMetrics and author of The Definitive Guide to TikTok Advertising: How to Access 1 Billion People in 10 Minutes!

2022 66

Should Loyalty Metrics Be Reassessed Post-Pandemic?

Two years later, CX pros wonder how the pandemic has changed customer expectations, and how their CX measurements should accommodate these changes. To find the answers we analyzed VOC data from a variety of industries. Download this eBook and learn what we discovered!

Qualtrics and SAP Partner to Bring More Empathy to the Contact Center

CSM Magazine

Integration brings advanced speech and text analytics into an intelligent, connected customer service platform to help organizations understand the sentiment, emotion and effort behind every customer interaction.

2022 52

Customer Success Operations: The Hottest Career in the Customer Service Space


This post originally appeared in Customer Experience Magazine.

2022 52

NRR Must Be A Marketing Imperative: Part 1 in the Series

Waypoint Group

Marketing Must Catch Up With the New Realities: Leverage Marketing’s Win/Loss Framework to Accelerate Your Career. Part 1 in the Series: NRR Must Be A Marketing Imperative. You are a modern marketer working in the subscription economy.

2022 52

What is ERP (Enterprise Resource Planning)?

Circular Edge

Blog Credit: Ian McCue, April 7, 2022 (What is ERP (Enterprise Resource Planning)? NetSuite). Growing companies eventually reach a point where spreadsheets no longer cut it.

2022 52

How to Make Every Survey a Top Customer Experience!

We’ve all had surveys that we’d rather forget, but surveys are a critical element of your overall customer experience. Download this eBook and get the four key elements of a brand-building survey program. Use these tenets to help your surveys deepen your customer’s relationship with your brand.

Why are online surveys better than CATI surveys in 2022?


There have been many research methodologies except pen and paper surveys now. The most common ones are CATI and online surveys. . But which one should you opt for? Changing one research methodology to another is no small decision. So pick the one your respondents like. .

2022 52

[Podcast] Keeping It Simple: Building a Memorable Community Experience


We’re honored to be joined by Legendary Khoros Titan, and one of our most respected Atlas contributors, Stan Gromer ( ), Director of Community at Upwork.

2022 52

How to Calculate: Customer Lifetime Value Formula (CLV)


When a new customer joins your book of business, there are some things that are known right out of the gate. The ‘sale’ of a new customer – aka the monetary amount of the contract – is often looked at as the be-all-end-all metric to determine the value of the customer.

2022 52

Five Digital CX And Design Trends Worth Watching In 2022

Forrester Digital Transformation

Forrester’s CX analysts have released “Digital CX And Design Trends, 2022” — here’s a preview. customer experience Customer Insights Product Management user experience (UX) UX strategy

2022 52

Should Loyalty Metrics be Reassessed Post-Pandemic? And What About NPS?

How has the pandemic changed customer expectations and CX strategies? From several verticals and a wealth of VOC data, we share key insights and examine if NPS has the same predictive power. See how you should adjust your metrics!

How to Maximize Your Team’s Time & Boost Efficiency with Standard Operating Procedures (SOPs)

Education Services Group

The first thing that comes to mind when I think of Standard Operating Procedures (SOPs) is the old saying “don’t recreate the wheel.”

2022 52

As The Abortion Debate Ramps Up, Companies Must Support The Diverse Needs Of Their Employees And Customers

Forrester Digital Transformation

The Supreme Court’s leaked draft opinion on Roe v. Wade has intensified calls for brands to respond to the abortion debate. But your primary focus should be on your employees and your customers. Age of the Customer B2C Marketing employee experience values-based customer experience promoted

2022 52

New Learning Journey: Explore the Technical Essentials for SAP Commerce Cloud

SAP Customer Experience

On behalf of the SAP Customer Experience Product Learning team, here’s announcing the release of the brand new learning journey – Explore the Technical Essentials for SAP Commerce Cloud.

2022 65

The Future Of Experiences: What Your Brand Must Do Now To Power The Next Generation Of Consumer Experiences

Forrester Digital Transformation

The future of experiences will be more humanlike and immersive. but also more invisible. Learn what the future holds at CX North America. Age of the Customer customer experience digital business digital design experience design (XD) Metaverse user experience (UX) promoted

2022 52

How to Design Your VOC Program for CX Success

What kind of reaction do you notice when “voice of the customer” is mentioned at your company? Chances are it conjures up some mix of frustration, anxiety, disappointment, confusion, or avoidance. That’s because today, most companies fail to get a real payoff from their voice of the customer (VOC) investment. Your VOC program needs to be carefully designed; this eBook will guide you with the 4 dimensions for true success. Download the eBook today!

How to Measure App Performance in a Privacy-Centric World


Mobile apps are an important channel within many brands’ digital footprints, but the iOS 14 App Tracking Transparency updates have created challenges for brands seeking to measure app behaviors and performance.

2022 52

Turning Empathy into Action


In conversation with Alida’s CEO, Ross Wainwright, Kerry Bodine reveals empathy is the key to further developing CX and EX, but has yet to be embraced by senior leaderships across the board. Alida Activate 2022

2022 130

MSFT: Launches MDR And Hops On The Everything-As-A-Service Bandwagon

Forrester Digital Transformation

Everything-eventually-becomes-a-service which Microsoft demonstrates by launching its own version of managed detection & response. We discuss what CISOs need to know, how it will impact the market, and what to look for next.

2022 87

How Outsourcing Your Back-Office Tasks Can Earn You a Vacation


2022 60

A Strategic Guide to Community Gamification

Does creating engaged customers and impacting CS objectives sound interesting? Learn more about how gamification can help your customer success team in our free eBook.