Sat.Sep 19, 2020 - Fri.Sep 25, 2020

4 C’s of CX Culture: How Well is Your Company Doing?

Experience Investigators by 360Connext

What is a Customer-First Culture, and Why is It Important? There are plenty of noble reasons for wanting to create great customer experiences. Each interaction a customer has with your brand is an opportunity to make their day even the slightest bit brighter , which is as meaningful today as ever.

2020 174

Creating Value for Customers: How to Help Customers Thrive


Making your customers successful is ultimately about delivering value —you can create value for your customers by placing them in a position to grow their enterprise through the efficient use of your product to meet their business challenges.

2020 78

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How to Improve Engagement Rates for Customer Service Employees

Advantage Communications

In customer service teams, attrition rates are often two or three times higher than other industries.

2018 56

3 Leaders Share How We Can Use Our Power As Individuals to Create Meaningful Change

Customer Bliss

Have you been keeping up with me on my LinkedIn Live conversations? If not, what are you waiting for? As many of us continue to work from home and shift working styles due to the pandemic, I’ve been interviewing practitioners and thought leaders about how we can adapt and continue to show up as our best selves in our roles.

2020 128

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!

Groundbreaking Customer Satisfaction Award Marks 20th Anniversary


Groundbreaking Customer Satisfaction Award Marks 20th Anniversary NorthFace ScoreBoard AwardSM Established Defining SBI Metrics for Creating World-Class Excellence in Customer Service and Support . By Bill Moore VP CXDNA Pla

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How to Make Fans And Increase Customer Loyalty

Zareen Islam

2020 139

Following the Shot In


Much of my life is spent traveling. Lately, I’ve been home more than usual, along with most other people in the era of COVID-19. When I am home, I play hockey three or four times a week.

2020 92

How to Improve CX Survey Response Rates


Are you happy with your survey response rate? A low response rate can be a problem because you’re not only missing out on valuable data, but you may be irritating your customers by sending complex surveys at the wrong time.

2020 83

Making remote an advantage for your contact center


A few years ago, a marketer named Scott Brinker coined the term Martec’s Law to explain the dissonance between technology’s exponential rate of evolution and the slower pace at which organizations change. The result?

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!

Don’t Just Drive CX Success, Sustain It

Heart of the Customer

We’re in the homestretch of my series on how to apply John Kotter’s change management work to customer experience! The penultimate seventh step, Sustain Acceleration, is an important reminder that you can’t rest on your laurels.

2020 90

Guest Post: 4 Ways to Generate Revenue From Your Contact Center This Holiday Season


This week we feature an article from Gladly, a customer service platform. Learn how to best prepare your contact center for the holiday season. As the holidays fast approach, many companies are starting to think about how to maximize efficiency within their contact centers. But how can you stay efficient and drive revenue while still delivering radically personal customer service? It may seem impossible to do all of this at the same time, especially as companies are asked to do more with less.

5 Ways To Increase Sales and Customer Engagement for Your Shopify Store

Win the Customer

The right marketing strategy for your e-commerce store can help you build brand awareness, drive customer loyalty, and ultimately increase online sales. Shopify is the ultimate e-commerce solution supporting more than 600,000 businesses in about 175 countries.

Building Your Product Adoption Strategy: 5 Ways to Improve Customer Engagement


Customer success in the 2020s is a precision business. Just as resource companies have boosted yields and increased prospect success rates through the adoption of increasingly accurate scientific measurements, striking gold in customer success has become a product of data and observation.

2020 68

Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists, The Community Roundtable. You will learn the effectiveness of the community in empowering your customers and generating value for your business.

A Comprehensive Guide to Create Employee Journey Map


On average, 64% of employees report that they do not have a strong work culture. And, 18% of employees said they intend to stay with their organization for one year or less! The reason? They don’t have job-satisfaction or feel engaged with their work. Solution?

2020 56

5 Top Customer Service Articles For the Week of September 21, 2020


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. Customer Service Guide to Revenue Generation by Gladly. Gladly) Turn your customer service department from a cost center into a revenue generator with these radically personal customer experience strategies from this guide.

2020 65

Part 2: How Artificial Intelligence Is Affecting the B2B Customer Support Sector

Team Support

The main focus of B2B companies is to offer unmatched support to their customers.

B2B 60

AI Just Isn’t There Yet: Why Customer Service Still Needs the Human Touch

CSM Magazine

Every single business is currently facing a rather odd caveat. When you are actively involved in a specific undertaking, you are often too close to it to spot certain types of problems. A great example was the Amazon Fire Phone.

2020 60

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

How To Increase Sales Using Surveys: A Guide


Acquiring new customers is harder than ever. Customers are not really looking at the next shiny thing because each entrant into the market showcases themselves like it. The guards of a prospective buyer is always high.

Sales 56

022: Health & Wellness Has Never Been More Vital Than It Is Today with Dr. Paul Bizjak

The DiJulius Group

In today’s episode, customer experience expert John DiJulius talks with health & wellness expert Dr. Paul Bizjak. Dr. Paul Bizjak is a serial self-experimenter, working to test success & wellness theories in an effort to help others live their best life possible.

2020 74

What Vendors Need to Know About The Knot Reviews


If you’re into the wedding business as a supplier, you’ve probably heard of The Knot. As one of the largest online resources for wedding news, trends, information, and inspiration, helps its users — couples getting married — plan the perfect wedding.

2020 75

The Digital Customer Service Revolution With Paolo Fabrizio


Listen and subscribe to our podcast: In this episode of Customer Service Secrets, Gabe Larsen is joined by Paolo Fabrizio, author, speaker, and customer service expert to discuss digital customer service.

2020 52

Need to More Effectively Manage Your Call Center?

TASKE shares how you can rewind your real-time dashboard and watch agent and time activities in the past. Download the infographic here!

5 Ways to Collect Customer Feedback and Make the Most of It

ProProfs Chat

In today’s day and age, offering proactive and solution-oriented customer support has become essential. Companies that are not able to provide state of the art customer support don’t grow at the same pace as their competitors.

Unlock Relevant Sales Experiences with Speech Analytics

Think Customers

The at-home environment has put digital, convenience, and proactive service into hyper-drive. This applies to sales as well as customer service. Inside sales associates are turning to new ways to meet and beat sales targets. One important digital sales tool is speech analytics.

Sales 52

Jackpots! How to define JP-Sensitive players, and use JPs to Engage Players


The way lottery and online lottery work – where the jackpot continues to grow after every draw with no winning jackpot ticket, causing prizes to balloon and burst – makes the lottery industry unstable and unique compared to other gaming providers.

2020 61

Make it Easy - Give Customers the Support Experience They Expect and Value

NICE inContact

In the first post of this three part series, Effective Customer Service Can be the Key to Small Business Growth, we talked about how small businesses need to protect their existing customer base if they want to achieve meaningful, sustainable growth.

2020 62

B2B Pocket Playbook: End-to-End Guide to Sales Enablement

Sales enablement is the strategic process of providing sales teams with the content, guidance, and mentorship needed to engage targeted buyers. It’s all about equipping sales professionals with the tools they need to put their best-selling foot forward. And if sales teams want to continuously sell better -- and faster -- their sales enablement process must have a game-winning strategy. It's time for you to start selling smarter - and hitting your sales number - with the best B2B database in the market. Get started today.