April, 2021

Improve Customer Experience in 3 Steps, No Matter Your Budget or Title

Experience Investigators

How important is customer experience in your organization? Most executives now consider customer experience a priority, but so many of them are still not ready to get serious about it.

2021 77

4 “Global Gurus” Share Their Advice for Customer Experience Leaders

Customer Bliss

Global Gurus’ list for World’s Top 30 Customer Service Professionals for 2021 came out recently, and I wanted to use it as an opportunity to highlight some of my friends and colleagues who are not only on the list, but who have shared their wisdom on my podcast. (And,

2021 220
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Trending Sources

4 Reasons why your Customer Service Needs to be a Profit Generator

TechSee

Is customer service a cost center or a profit center? If you answered ‘cost center’, right now is the perfect time to challenge that assumption. Read on to learn four reasons why this is the case – and how to make the shift within your company.

2021 119

CX vs. UX

GetFeedback

A detailed explanation of the different between customer experience and user experience. Articles

2021 311

2021 CX Trends Report

In this e-book, you’ll discover the origins of CX, the evolution into an actionable tool for customer feedback, and where the future of CX is moving towards.

Social Media is Bad for Customer Service

Bill Quiseng

Social media is bad for customer service. Whether ranting or raving, customers are telling stories online about businesses whether those businesses are listening or not.

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What Is Customer Happiness + 11 Ways to Inspire It

Help Scout

Your relationships with your customers have more in common with relationships in your personal life than you might think. Like the happiness that you derive from being around your friends and loved ones, customer happiness is a product of a lot of time, effort, and learning.

2021 106

Relieve administrative responsibilities and focus on CX and business success

Talkdesk

Talkdesk offers advanced administrative services to help customers optimize their contact center. We continue to work closely with our customers to improve Customer Experience (CX) and achieve greater revenue.

2021 106

Seeing is believing: Why contact centers must embark on the journey towards Visual Transformation

TechSee

The Age of Contact Center Transformation . Like many industries these days, contact centers are at a crossroads. On the one hand, every business needs to save money and customer service is generally the first on the chopping block. On the other hand, call volumes are at peak levels.

How CX design can power your CX strategy

GetFeedback

Learn why CX design is a critical component of creating great customer experiences and why you need a CX strategy. Guides

2021 195

Optimizing Your Customer Journey In 2021

You know it’s important to optimize your customer journey, but you’re not sure which part of that journey to focus on. Customer interactions across multiple touchpoints mean it can be tricky to isolate a specific part that’s going to deliver the best results for you - and your customers. Creating a strong customer experience is now one of the most important priorities businesses focus on. Don’t be left behind. Time to take a customer first approach & start looking at strategies you can implement to optimize your customer journey. Download the guide today!

Lessons from the Pandemic to Improve Your Customer Experience Now

Bill Quiseng

When first confronted with this pandemic we moved quickly to identify the high risks for our employees and our customers and then worked to define the action steps required to minimize those risks.

2021 149

How to Train and Support Remote Customer Service Employees

Myra Golden Media

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 105

Want Stronger Employee Engagement? Engage Their Families

The DiJulius Group

5 Quick Tips to Help you Make Price Irrelevant 1. Customer Service Feature Story The foundation of every great culture is built on strong leaders who constantly recognize their employees’ contributions. However, when Dave Timmons was the SVP at Bank of America, he took it to another level.

Guest Post: Five Actionable Ideas to Transform Your Customer Service in 2021

Hyken

Dhruv Mehta is a Digital Marketing Professional at Acquire , a customer engagement platform that focuses on conversational CX. He writes about using technology to meet the evolving needs of customers and preparing for future disruptions.?.

2021 93

A Master's Guide to B2B: How Listening to Your Customers Can Grow Your Business

Speaker: Adam Dorfman, Head of Product Growth at Reputation & Michele Bettinazzi, Customer Experience Manager at PeakMade Real Estate

Improved marketing conversion, happy customers, and faster growth - that’s only three things that can be accomplished by just listening to your customers. Customer feedback is an extremely invaluable tool to keeping retention high, attracting new business, and improving the general operations of your business. The question is - how do you capture all this? Join Adam Dorfman, Head of Product Growth at Reputation & Michele Bettinazzi, Customer Experience Manager at PeakMade Real Estate, for this essential discussion on the ins and outs of brokering the optimal customer interaction.

AI in Call Centers: Top innovations for 2021

TechSee

Call centers are busier than ever. According to a 2021 survey, 65% of U.S. consumers have required assistance during the COVID-19 pandemic.

2021 118

5 Must-Read CX Books in 2021

Alida

We’re less than a week away from Alida Activate and we couldn’t be more excited to connect with hundreds of customer experience professionals from around the world and support them on their transformation journey to CX excellence. If you haven’t registered , it’s not too late!

2021 130

How to Build a Strong Customer Service Culture

Help Scout

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook.

2021 109

Want your Customer Feedback scores to go up by 6 points?

Daniel Group

Welcome to Success Strategies. Want your Customer Feedback scores to go up by 6 points? We’ve learned through our extensive research that this is just what happens when “Communication” is mentioned as something that went well!

2021 99

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

Creating a Customer-Centric Culture That Aligns Employees With Customers

Integrity Solutions

Building a customer-centric culture is more challenging than you might initially think. But every organization has the ability to build a strong customer-centric culture- and it doesn’t have to be complex. The business environment is never static.

Stop Reading From The Script!

Hyken

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 113

5 Secrets Behind World-Class Customer Experience (CX)

PeopleMetrics

What does world-class customer experience look like? Take a look behind the curtain. The key lies in how those experiences are designed and managed internally through things like survey design, program configuration, employee engagement and more.

2021 105

Alida Spring ‘21 Product Release Fuels a Holistic Customer View

Alida

The excitement in the air is palpable. It feels a bit like a marathon where you know you still have miles and miles to go, but you have a tailwind and you’re drafting behind some strong runners. But the thing is, a marathon has a finish line at exactly 26.2 miles from the start.

2021 130

The Art of Community: Higher Logic & Vanilla Forums Super Forum!

Speaker: Keynote Speaker, Guy Kawasaki, Chief Evangelist, Canva

In its 12th year? Super Forum is the largest and most comprehensive conference for executives, community managers, marketing, membership, and customer success professionals who want to connect, engage, and create better customer and member experiences. And this year, we’re going even bigger as we add Vanilla’s highly regarded Conversations conference into the mix. Register today!

How to Make Your Customer Experience So Good, Price Becomes Irrelevant

The DiJulius Group

The key to building long-term customer loyalty is not through chasing price or luring new customers with discounts, rather it is time to focus on building a positive experience so engaging, so memorable, that your existing clients can’t stop talking about you to others.

2021 87

The 10 Most Effective Ways to Influence Your Customer Behavior

Beyond Philosophy

Emotions rule your customers’ buying decisions. Sure, their rationality weighs in sometimes, too, but often, it’s the emotional side that drives customers to buy.

2021 142

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 87

Avoid Customer Confusion

Hyken

Today’s customers are smarter than ever. They know how to buy. The digital/online world has given customers the power to research products, read reviews, and compare prices. Often, customers have made up their minds about what they are going to buy before they ever leave their home or office.

2021 91

Reaching Unreachable Candidates

Speaker: Patrick Dempsey and Andrew Erpelding of ZoomInfo

What is ZoomInfo for Recruiters? Find and connect with the right talent to fill roles fast with more data, basic search, advanced search, candidate and company profiles, and export results. Watch this On-Demand Webinar today to see how ZoomInfo for Recruiters can work to get your talented candidates results.