Sat.Jan 23, 2021 - Fri.Jan 29, 2021

Customer Research: Overlooked & Underutilized Ways to Understand Customers

Experience Investigators by 360Connext

What Does Customer Research Mean to You? When you hear the term customer research , what comes to mind? Most organizations have a Voice of the Customer (or VoC) program; maybe that’s the first thing you think of.

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Customer Experience and Adoption: The Impact of Technology Change Requests


Customer Experience and Adoption The Impact of Technology Change Requests. The post Customer Experience and Adoption: The Impact of Technology Change Requests appeared first on Eglobalis.

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Customer service trends for 2021: Top analyst predictions


The times they are a-changin’ World-wide changes have upended the best-laid plans and expert forecasts. Challenged by continuing uncertainty and perhaps uncharted territory, it has never been harder to predict what lies ahead in the world of consumer trends and customer service.

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5 Leadership Actions to Build Trust With Those Who Serve Customers

Customer Bliss

Today’s guest post is from Donald Hicks , a Silicon Valley tech executive, industry thought leader, consumer experience architect, and operations veteran whom I had the pleasure of interviewing recently.

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Why Is Patient Engagement Important? | Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

How Carrefour uses VoC to continuously improve the customer experience


How Carrefour relies on Voice of the Customer to continuously improve CX and strengthen its customer-centricity. Customer Stories

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More Trending

Top 5 Customer Experience Trends for 2021


Any friction in a customer’s journey can make or break customers’ loyalty and have an impact on potential revenue. Luckily, technology keeps on adapting to help deliver tools that can make customer experience (CX) a truly seamless experience for companies and consumers.

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Want to Know the Secret? It is the Service Stupid

The DiJulius Group

It is the Service Stupid | How one company increased profit by $400k a month by improving customer experience 4 Quick Tips to Help you Make Price Irrelevant 1. It is the Service Stupid A small number of companies have now redefined what customers expect from brands.

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Proactive Churn Prevention Promotes Customer Retention


Being proactive about churn prevention provides an antidote to customer attrition. Utilizing technology makes it one of the easiest ways to keep more customers.

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5 Top Customer Service Articles For the Week of January 25, 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. “I I Wish the CEO Would Try and Open This F@#!*

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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!

The One Thing to Improve Your Customer Experience in 2021

Beyond Philosophy

Many organizations want a silver-bullet solution for Customer Experience , one quick thing they can do that will fix everything. However, there isn’t one for Customer Experience. It takes constant attention and small, deliberate changes to improve Customer Experience.

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The Accelerated Need for Digital Transformation in 2021

Upstream Works

2020 brought a lot of changes to organizations and contact centers all over the world. It has forced businesses to rethink their processes, strategies, and goals.

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Playbooks for Customer Success Promote Satisfied Clients


When your product directly helps your customers achieve their goals, your brand wins their loyalty. Playbooks for customer success managers help drive processes that promote winning client outcomes.

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Be a Goldfish


I was recently asked what three traits I think are most important for someone in customer service to have. I’d like to broaden the topic to anyone dealing with someone else’s problem or question, be it a customer or another person inside the organization, also known as an inside customer.

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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!

5 Ways You can Build Customer Trust with Social Media

Russel Lolacher

Are you taking the necessary approach to build customer trust? . “It It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.” – Warren Buffett. Trust is essential in any good and great relationship.

3 tenant communication challenges, and how to overcome them


One of the most important responsibilities for any property manager is to effectively communicate with their tenants in order to create a long-lasting relationship. The concept of maintaining good communication with tenants may seem simple enough to consistently execute.

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The True Cost Of Sales Rep Turnover

Integrity Solutions

It’s important to understand what it’s really going to cost you when you lose a sales rep — and what steps you can take to minimize your turnover rates. Every sales leader can relate to that pit-in-the-stomach feeling when a star sales rep says they’re moving on.

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Guest Post: 5 Contact Center Best Practices That Make Clients Happier


This week we feature an article from babelforce, a global cloud communications platform. They provide some tips and tricks to set your business up for success in the contact center. Daunting as it may appear, keeping your customers happy is an attainable goal — when you put your mind to it.

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Measuring Up: Choosing the Right Score for Your Community

Speaker: Nichole Devolites, Director of Customer Experience at SecureAuth

On Tuesday, April 20th at 12 PM EDT as Nichole Devolites will share an exclusive webinar on the top three scoring systems (NPS, CSAT, and CES) and what they are used for. Register today for the webinar!

FREE eBook: The 2021 CX Outlook

Kerry Bodine

Never in my life have I witnessed so many people collectively anticipate the turn of a calendar page. Yet many of the challenges from 2020 still remain.

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Pandemic relief and restart industry solutions


Talkdesk helps accelerate return to normalcy with new Small Business Lending and Vaccine Administration solutions. With the specter of 2020 in the rearview mirror, humanity collectively aches for a return to normalcy in this new year. We yearn to start our lives again. Start our businesses again.

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Predicting the Unpredictable: Seven Future Trends for Contact Centers

NICE inContact

Globally, organisations experienced major business disruption over the course of 2020, and for contact centres, it was no different.

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Shifting to a New Paradigm in Customer and Employee Experience

Natalie Petouhof

Tweet In this “new” world we are living in, the ability for an organization to treat their customers and employees with empathy has never been more important. I think pretty much everyone agrees on that.

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Customer Engagement Is a Two-Way Street

Two-way engagement means creating opportunities for conversation. Go beyond the obvious step of responding to complaints and comments; your customers want and deserve more than that. Implement these four tips to boost your two-way engagement.

Customer Health Dashboard Tips

Heart of the Customer

Far too many companies with CX programs cannot show that they are making a difference to the business. This prevents them from being included in decision making and contributing to the health of their companies. There’s a solution to this problem: customer health dashboards.

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Retention Deficit: How To Keep Customers by Talking About More Than Your Product


. As a Customer Success professional, you talk to customers about your products and services all day, every day – whether it’s discussions about product adoption, value, or ROI.

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What Retail Marketers Should Know About Contextualizing Realtime Customer Marketing – Part II


Welcome to the second and final part of the Contextualizing realtime Customer Marketing mini-series! In the first part , we spoke about the following two best practices: Reactivating churned customers upon website visit. Incentivizing order completion with an abandoned cart sequence.

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Chatbots Now Key to Modern-day Customer Research

CSM Magazine

The successful provision of customer service remains a crucial element of any viable business venture in 2021, with chatbots playing a deceptively important role in making support widely accessible in the digital age.

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Frontline Call Center Partners with VBurchett Consulting to Improve Patients' Experiences

Frontline Call Center and VBurchett Consulting are joining forces in modern patient care with a new patient engagement center that utilizes telemedicine.