Sat.May 22, 2021 - Fri.May 28, 2021

8 Customer Satisfaction Metrics For 2021


You have the dream cupcake store you always wanted. You have 10000 followers on Instagram and another 25000 on Facebook. That’s a long way from your first post in January 2020. Google reviews have put you at a decent 4.4/5. At the rate business is going, you should be breaking even in 3 months.

2021 52

5 Rules for Managing Your Customer Experience in Business-to-Business

Beyond Philosophy

Business relationships are a lot like customer relationships. They both involve buying decisions and loyalty—and emotions. However, there are some differences between managing Customer Experience in business-to-business (B2B) relationships and business-to-consumer (B2C).

2021 122

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The 3 Pillars of Brand Customer Loyalty

Advantage Communications

Think back to your last big purchase. Was it a new laptop to update your old, slow and laborious one that you had been working on for the past couple of years? Perhaps it was something less exciting like a lawn mower to replace the one you have been using for the past 10 years?

2021 52

5 Ways Home Security Firms can Boost CX with Visual Assistance


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

Top 5 Reasons to Move to the Cloud

Hybrid or 100% cloud? The choice is yours. With comprehensive security, unmatched scalability, cost certainty, and guaranteed reliability, a cloud-based contact center solution will serve your customers 24/7 without the operational headaches and cost issues of an on-premise solution. Download Enghouse's eBook today and learn the top reasons you should move to the cloud!

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


2021 130

More Trending

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


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.

2021 68

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 68

Shared Inbox 101 + The 7 Best Shared Inbox Tools

Help Scout

When your business is small and you have a low volume of support requests, using a distribution list or shared Gmail or Outlook mailbox may be an effective way to handle customer service. After all, it’s simple — everyone knows how to use email — and it’s inexpensive.

2021 86

What Is User Adoption & Strategies to Improve Low Adoption Rates


It’s been a little over a month since that enthusiastic new customer sailed through the onboarding phase. By now, they should be implementing your product into their daily workflow and enjoying the first signs of business value. Instead, your core metrics are telling you there’s something wrong.

2021 62

Plugging Your Community Into the Customer Lifecycle

Speaker: Nichole Devolites, Customer Experience Expert, SecureAuth

Customer experience professionals understand the importance of both creating and maintaining easily available programs that improve CX. Nichole Devolites is joining us for a webinar on July 27th at 12 pm EDT to discuss how CX professionals can integrate and connect their communities with the customer lifecycle. Register today!

Guest Post: How the Customer Experience is Changing in the Effortless Economy (And What this Means for Retailers)?


This week we feature an article by Megan Wenzl, the SEO Content Manager at Linnworks. She discusses what retailers need to focus on when it comes to total commerce and the effortless economy.?. Imagine a customer goes online to buy a new pair of golf shoes.? .

2021 60

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.

2021 69

Being a Trusted Adviser is Not the Same as Providing a Great Customer Experience

Middlesex Consulting

In a recent whitepaper Beyond Remote Service: Is now the time to redefine service delivery?

2021 78

Why You Should Be Proactively Firing Customers Without Hesitation

Beyond Philosophy

In the early days of my career, I thought the customer was always right. The idea that one should fire a customer sometimes would have sounded like madness to me. However, as I have matured over the following four decades, I learned that sometimes the customer is not right.

2021 98

5 Reasons to Consider Managed Services for Cloud Contact Centers

Learn how cloud-based solutions and a managed services approach can reduce costs. Give your contact center the flexibility and scalability it needs to meet ever-changing demands!

How to Use Digital Customer Journeys to Scale Your Business


We recently polled the Customer Success industry asking about the top challenges they are facing. The number one answer? Scale. Over the years, we’ve found that most companies are very oriented around a high-touch customer engagement model.

2021 76

How to Get a Customer to Stop Over-Talking You & MORE Questions!

Myra Golden Media

I’m answering questions YOU’VE posted right here on my channel! Watch for ideas to get your AHT down quickly! Questions One 1:48: Hi! Myra, What if the Customer doesn’t want to hear sorry because they already heard those words multiple times?

2021 68

15 Steps to Act on Customer Feedback After You Get It


Customer feedback has become one of the primary drivers of long-term growth. Gathering customer feedback is the only way of understanding the key driver of customer satisfaction. Satisfied customers stay loyal to your brand; they become your brand advocates.

2021 52

5 Survey Questions You Need to Ask Customers After a Recent Experience


Your company is ready to build a customer-centric culture, and has committed to gathering and acting on customer feedback with a Voice of Customer program. Congratulations - that's fantastic! Now it's time to design your first customer survey.

2021 62

The Forrester Wave™: B2B Marketing Data Providers, Q2 2021

In our 24-criterion evaluation of B2B marketing data providers, we identified the 11 most significant vendors — Data Axle, Dun & Bradstreet, Enlyft, Global Database, InsideView, Leadspace, Oracle, SMARTe, Spiceworks Ziff Davis, TechTarget, and ZoomInfo Technologies — and researched, analyzed, and scored them. This report shows how each provider measures up and helps B2B marketing professionals select the right one for their needs.

Customer Success vs. Account Management: Why Both Matter

Help Scout

When considering customer success and account management, it’s valuable to consider them as complementary teams rather than interchangeable groups or, worse, competitors.

2021 55

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 68

This Week: A new era of Customer Acquisition as Big Tech Goes Big on Privacy


Hello and welcome to The Conversation Round-Up where I sift through the latest news and trends in messaging, automation and customer experience to bring you the stories that matter. Customer Service Messaging Channels Bots and Automation Best Practices Company News

2021 60

Best Platforms to Manage Your Customer Services

CSM Magazine

Social media has become an integral part of our daily lives as we use it in a wide range of functions. For instance, businesses now use social media as a marketing tool in many aspects, like elevating the company’s customer service.

2021 52

4 AI Hacks to Make Sales Teams More Efficient

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data. Read on to learn the four AI hacks sales teams need to improve their performance. Download the eBook today!

Ready to Expand your Business with Customer Experience Consistency?

Daniel Group

Customer Experience Consistency is the sum of small efforts repeated day in and day out. Name one fast-food restaurant that provides a consistent, superior customer experience. Chick-fil-A is the first one that comes to my mind.

2021 52

Customer Bill of Rights: You Want Customer Loyalty? Be Brilliant at The Basics

The DiJulius Group

Would you ever expect to go to Disney and see a Disney cast member in full uniform who’s on break, chewing tobacco, or spitting on the ground while guests are walking by? Never.

2021 52

3 Action Steps for Successfully Implementing Cross-Selling and Upselling


Are your customer service representatives (CSRs) cross-selling and upselling relevant products and services to your customers? If they aren’t, you’re missing out on a great opportunity to offer a better customer experience and generate extra revenue.

2021 52

How To Maintain Strong Customer Engagement During COVID-19

CSM Magazine

Since the COVID-19 pandemic began, brands and businesses have been compelled to re-evaluate their marketing strategies and business landscapes. While the world is propelled into a state of isolation, people are also prodded to adapt to a new normal.

2021 52

Leadership Panel: Lessons Learnt from a Global Support Community

Speaker: Panel hosted by Adrian Speyer, Head of Community, Vanilla Forums

Are you struggling to support your global community? Or, are you not even sure where you should start. Establishing a global support community comes with many many questions. How do you encourage your customers to help others? What are the key metrics to measure? What are the biggest challenges? Our super panel consists of community leaders from around the world, each of whom, have experienced and overcome the challenges of a global support community. They are ready to share the trials and triumphs, and everything in between, on the road to a successful community.