Sat.Jul 03, 2021 - Fri.Jul 09, 2021

Defining the Gray Area Between Stretch-Fit and Bad-Fit Customers


Your product or service is not going to be right for everyone. And just because you can sell a customer your solution, doesn’t mean you should. But where do you draw the line on customer fit? When is it OK to push your selling boundaries? And how do you know when you’ve gone too far?

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Do the CX Buttons You Push Matter?

Heart of the Customer

Research from CustomerThink, Forrester, Pointillist, and the XM Institute agree: Few CX programs can prove that their work matters to business outcomes. This reminds me of a story from my college days.

2021 83

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Create Your CX Charter with These 6 Questions

Experience Investigators

Customer experience (CX) programs often begin with an idea and a dash of sincere enthusiasm…and little else. To arrive at real outcomes, CX programs depend on cross-functional leadership to turn words and ideas into actions. But what is that cross-functional team supposed to do, exactly? .

2021 86

The Ugly Truth: Surveys Alone Aren’t Enough


Surveys have long been the backbone of getting to know customers. They’ve been seen as a relatively easy and inexpensive way of collecting feedback—and for the most part, they are. But the ugly truth is, sometimes traditional surveys can be long—and let's be honest—boring.

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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!

Customer Service Versus Customer Experience … What’s the Difference?

Shep Hyken

It is one of the most common questions I’m asked in interviews: What’s the difference between customer service and customer experience (also known as CX)? While I’ve written about this before, my original article about customer experience was more about how to create a more interactive experience.

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More Trending

Measuring Customer Loyalty: 5 Ways to Track It


Measuring customer loyalty gauges the strength of your client relationships, helping you predict and manage performance. Loyal customers are likely to buy from you again and refer you to others, increasing your revenue.

2021 85

Customer Lifetime Value: The Most Important Metric Everyone Overlooks


Customer lifetime value (CLV) is not a new concept. It’s the total worth of a customer over the entire duration of their relationship with your business, from first to final purchase. Customer Experience

2021 185

Guest Post: 5 Tips to Foster a Customer Community in Your Business

Shep Hyken

This week we feature an article by Davis Nguyen, the founder of My Consulting Offer. He writes about how to cultivate a customer community.

2021 87

Sales Development Representative


WE'RE HIRING. SALES DEVELOPMENT REPRESENTATIVE. Sales Development Representative. If you thrive in the thrill of the hunt and celebrate gaining the interest and respect of prospective buyers, then we need to talk!

Sales 83

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!

Why empathy is the answer to understand your customers better?


I have seen many businesses wonder, ‘How can we build better rapport with our customers?’ or ‘How can we ask them to trust us?’ All of this and much more to improve their bottom line. And then they ask themselves, . “Do Do we need to post more on social media?” .

2021 83

Google Collaborative Inbox: Pros, Cons, and 5 Alternatives

Help Scout

When starting a company, finding the right customer service tool isn’t always at the top of the priority list; you’re more focused on getting customers and proving out your idea. Then, one day, a customer sends you a question. Then another. And another after that.

2021 92

Amazing Business Radio: Heather R. Younger

Shep Hyken

Empowering Employees through Caring Leadership. The Impact of Caring Leadership on Employees and Customers. Shep Hyken interviews Heather R. Younger, Founder of EmployeeFanatix. They discuss the importance of alignment and the servant mindset in empowering self-leaders.

2021 88

Birdeye Messaging – convert more leads and delight more customers


Consumers gravitate to brands that offer simplicity, speed, and convenience, whenever they need a question answered or a problem solved. These highly valued attributes extend to when and how they connect with businesses across communication channels.

2021 83

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.

inQuba announces integrated WhatsApp chat


Becomes the first company to offer a fully integrated WhatsApp and SMS multi-channel journey solution. Leading Customer Journey Management and Customer Experience (CX) software company inQuba today announced the addition of integrated WhatsApp chat to its platform.

2021 83

These 10 Phrases Will Make Someone’s Day Better

Steve DiGioia

Along with all the responsibilities of your job and the myriad of tasks you must do each day, I want to add a few more things to that list by asking you to use these 10 phrases that will make someone’s day better.

2021 90

Why Do Bonuses for NPS Scores *Seem* Wise?

Heart of the Customer

I’ll get right to the point: Change management is cheaper than bribing employees. It’s more effective, too. The CEO of a client organization recently asked us about offering a bonus tied to their Net Promoter Score (NPS).

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A Complete Glossary of the Most Important Contact Center Metrics

Advantage Communications

Your customer service program is a fundamental component of your customer experience (CX). Great customer service is important to your business because it empowers your company to drive up customer satisfaction, improve customer loyalty and increase sales. Contact Center

How Product Teams Can Leverage Community

Speaker: Scott Baldwin of ProductBoard

Product Leaders, sign up if want to learn how to: - What is product excellence? - How community led and product-led growth can act as success multipliers - How to create a tight and ongoing feedback loop - How to leverage your community members to drive adoption. When: September 21st at 12pm EDT. Register today!

What’s The Fate of A Customer Experience Officer (CXO)?

Doing CX Right

Is the Customer Experience Officer role increasing or becoming obsolete as WSJ article questions. Read Stacy Sherman's view as you form an opinion. The post What’s The Fate of A Customer Experience Officer (CXO)? appeared first on Doing CX Right.

2021 83

Save time for your marketing team with Birdeye integrations


Your team members are busy delivering fantastic experiences – they most likely don’t have the time to manually collect social proof and customer feedback. Luckily, there’s no need to add more work to their already busy schedules.

2021 83

Amazing Rate: See Just How Great Realtime CRM Campaigns Do


Buzzwords, just like stereotypes or cliches, unfairly get a bad rep.

2021 79

Know Your Leadership Style

Integrity Solutions

Whatever your leadership style, you must be able to develop people who have a sense of ownership in the outcomes that define success. Knowing your leadership style has never been more important than it is today.

Negative Reviews & Online Feedback Happens - But Where Do You Go From Here?

Speaker: Adam Dorfman, Head of Product Growth at Reputation and Jeremy Shubitz, Director of Marketing at Bosley

Responding to online negative feedback can be challenging. What should you say? What should you not say? Should you even respond? In today's, your customers will be not only your biggest advocates but also your biggest critics. However, negative feedback can offer actionable insights to build a stronger product and customer experience.

People Skills Gifts: Bluntness is Not Included | #PeopleSkills #LeadMorale

Kate Nasser

People skills gifts do not include bluntness. Honesty works, bluntness insults. Kate Nasser, The People Skills Coach™, Author Leading Morale. The post People Skills Gifts: Bluntness is Not Included | #PeopleSkills #LeadMorale appeared first on

2021 78

NPS® Follow Up Emails

Zonka Feedback

Nearly. two-thirds of the companies who measure CX metrics prefer to calculate Net Promoter Score® over Customer Satisfaction (CSAT) Score and Customer Effort Score. But do all the companies utilize the advantages of measuring NPS®? Well, this depends on what they further do with it.

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5 ways universities can prepare for a successful clearing


Date: Wednesday, July 7, 2021 Author: Pauline Ashenden - Demand Generation Manager 5 ways universities can prepare for a successful clearing. Published on: July 07, 2021. Author: Pauline Ashenden - Demand Generation Manager Clearing is the busiest time of the year for universities and colleges.

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Why Customer Experience Will Be The Deciding Factor for Your Brand


Customer experience wasn’t always the trendy topic it is today. Brands typically prioritized competitive pricing and product development over the actual experience of their customers.

2021 52

Power Hour with the Community Team at Mural

Speaker: Beth Vanderkolk, Lindsay Olson, & Amanda Peterson, The MURAL Community Team

Want to know what it takes to build a community from the ground up? Join us for our panel discussion with the MURAL Community Team. In just 4 months, they have established a thriving community, and they're with us to explain how they did it.