May, 2021

Three Steps to Proactive Customer Service

Bill Quiseng

Too often, businesses focus solely on the negative feedback from their customer surveys in CSI fashion, identifying the pain points and taking the steps to eliminate them.

2021 116

Customer Experience Management Defined: How is it Different From CX?

Experience Investigators

Customer experience exists whether you are intentional about it or not. After all, your customer is experiencing the brand via every interaction, touchpoint, service call, and delivery.

2021 77
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Measuring Customer Experience: How to Collect the Right Data and Act on It

Totango

It is essential for a company to understand the behavior, opinions, and needs of their customers to provide the best service possible.

2021 99

7 New Technologies to Improve Customer Service in 2021

TechSee

In the last few years, the customer service domain has experienced an awakening with the rising awareness of the benefits of delivering a good customer experience.

2021 142

How to Run a Successful Voice of the Customer Program

The Voice of the Customer (VoC) is the core foundation of any successful customer experience program. Download this guide from GetFeedback to learn how you can launch a successful Voice of the Customer program that drives return on investment!

How Alida Stands Out in a Crowded Customer Feedback Management Market

Alida

As genuine connection between customers and brands becomes increasingly more important, more and more companies are turning to customer experience (CX). After the ups and downs of 2020, CX is a hot topic—and you can tell by how crowded the market is.

2021 207

More Trending

Follow the Chain of CX Value to Drive Impact

Heart of the Customer

Done right, CX is a business discipline where organizations thrive by investing in an improved customer experience. That notion is largely accepted, even though it’s not always practiced. The challenge there is knowing where to invest.

2021 145

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

Hyken

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.

How do we move the call to closure when we can’t give the customer what they’re asking?

Myra Golden Media

Yesterday I held a live Q & A on YouTube, and it was engaging, educational, and energizing! Questions came in from Idaho, Germany, North Carolina, Georgia, the UK, and Denver. .

2021 109

The Gig Economy is Paving the Way for Agile Customer Service

TechSee

The Gig Economy – Work On-Demand. In recent years, the world has been trending toward a gig-based economic format.

2021 158

How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX

Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.

Quick Player Insights: PA Lottery Insiders

Alida

In July 2017, the Pennsylvania Lottery launched the Pennsylvania Lottery Insiders online research community powered by Alida (formerly Vision Critical).

CX maturity playbook: Customer experience strategy

GetFeedback

Actionable insight to uplevel your customer experience strategy approach. Tools

2021 212

CXDNA Ultimate Ecosystem

CRMI

CXDNA Ultimate Ecosystem? Triple Crown CXDNA Ultimate Ecosystem? NorthFace ScoreBoard Award? Triple Crown Defining Metrics for Creating World Class Excellence in: Customer Service Employee Soft-Skills CEMPRO Certifica

2021 130

5 Top Customer Service Articles of the Week 5-24-2021

Hyken

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.

5 Elements for Building a World-Class Agent Coaching Program

Speaker: Francoise Tourniaire - Founder of FT Works and Omid Razavi - Chief Advocacy Officer at SupportLogic

In this presentation, we will discuss the five elements of building a real-time coaching program using AI-infused workflows that will allow managers and agents to continuously engage and drive more constructive dialogue, resulting in reduced agent burnout and increased employee satisfaction and retention.

10 Selling Principles That Are the Foundation for Stronger Customer Relationships

Integrity Solutions

Just about everything in our world is changing, but there are still some fundamentals that remain constant. Now more than ever, the traits of a great salesperson come down to selling principles and behaviors rooted in ethics and integrity. What are the traits of a great salesperson in 2021?

2021 97

5 Ways Home Security Firms can Boost CX with Visual Assistance

TechSee

The future of the market for home security firms is bright. Rising crime rates, falling prices of home security devices, and the growing adoption of IoT smart homes and cloud-based technologies are driving the sector to an estimated $62.3 billion by 2025.

2021 119

The Top Challenges in VoC—and How These Industry Leaders Tackle Them

Alida

2021 130

CX maturity playbook: Technology and tools

GetFeedback

Actionable insight to uplevel your use of technology and tools for optimizing the customer experience. Tools

How woom bikes Takes an Employee-First Approach to Grow Its Customer Base

Are your employees an untapped source of customer feedback? Watch this on-demand webinar featuring woom bikes to learn how their team improves employee and customer experiences in tandem.

A Policy Is Not An Excuse For Your Disrespect

Myra Golden Media

One of my sisters is a flight attendant. Yesterday we talked about her enforcing mask requirements on her flights.

2021 105

Amazing Business Radio: Ron Karr

Hyken

Applying the Velocity Mindset in Customer Service. How Empathy Accelerates Great Customer Experience. Shep Hyken interviews Ron Karr, CEO of Karr Associates, Inc. and author of The Velocity Mindset. They discuss the impact of empathy in delivering customer-focused service. . Top Takeaways: .

2021 113

Why customer care centers are your competitive advantage in 2021

Hello Customer

Organizations have multiple touchpoints which define their level of customer centricity. We think of touchpoints such as digital channels and salespeople, but many often forget the one that is perhaps the most important, the contact center.

Happy Birthday, TechSee!

TechSee

Getting up close and personal with the founders of Techsee, Eitan and Amir .

2021 109

Top Industry Secrets for Successful Contact Center Scripting

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

Scripts have been around as long as contact centers. Scripts attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. While some scripting attempts have failed, AI and Agent Assist technologies can help.

Customer Success Is at the Core of Alida

Alida

With so many industries forced to adapt to unprecedented change over the last year, Voice of the Customer (VoC) and customer experience (CX) initiatives are becoming critical for any company to be successful.

2021 130

CX maturity playbook: Leadership buy-in

GetFeedback

Actionable insight to uplevel your approach to gaining leadership buy-in for your customer experience program. Tools

3 Ways to Optimize Sales Performance and Be Ready for the Coming Boom

Integrity Solutions

To ramp up sales performance and strengthen your sales pipeline, you have to develop your salespeople’s confidence; inspire them to be more proactive; improve their ability to build trust and rapport in an increasingly digital world; and equip them to engage in buyer-centric, results-driven conversations.

Sales 104

5 Top Customer Service Articles of the Week 5-31-2021

Hyken

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.

Why the Future Success of Retail Lies in Customer Experience

Retail’s post-pandemic future: Are you prepared? Download this article by Harvard Business Review (brought to you by GetFeedback) to find out why the future success of retailers will ultimately depend on creating a cohesive customer experience, both online and in stores.