Sat.Apr 30, 2022 - Fri.May 06, 2022

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The Importance of Employee Loyalty in the Workplace

InMoment XI

We all know that employee loyalty is important , but oftentimes we forget how employee loyalty is connected with customer loyalty and how loyal employees contribute to the success of the entire business. Profit and growth are stimulated primarily by customer loyalty.

2022 580
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Experiential Innovation: Design Your Customer Experience Future

Experience Investigators by 360Connext

Is Your CX Program Looking Toward the Future? Customer experience leaders spend a lot of time looking at what’s happened. Customer experience reports are filled with discoveries. Customer feedback provides insights and real-life quotes from customers.

2022 241
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Everyone Deserves a Compliment??

ShepHyken

I was on a flight to a city I can’t remember, but what I do remember was the wonderful flight attendant, Bailee from American Airlines, who enthusiastically greeted me with a smile and said, “I like that hat!” I was wearing a baseball cap with the St. Louis Blues Stanley Cup Championship logo.

2022 143
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How to Measure CX Impact

Heart of the Customer

We CX folks love to discuss measurement. If you want to fill a room at a conference, just put the word “metric” in your session title, and you’re good to go. Mention “Net Promoter Score” or “Customer Effort Score,” and you’ll need to order more chairs.

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The 2023 Customer Experience Management Value Index

Ventana Research named Verint an Exemplary Leader in the 2023 Customer Experience Management Value Index, leading in multiple categories including Adaptability, Manageability, Usability and Product Experience. Download the Index.

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3 Tips for Insurance CX Programs Looking to Collect Valuable CX Data

InMoment XI

Insurance brands have a unique set of challenges to overcome in order to find the valuable customer experience (CX) data they need to improve experiences.

2022 493

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Amazing Business Radio: Devin Poole

ShepHyken

Customer Service and Issue Centricity. Empowering Customer Support Agents with Data. Shep Hyken interviews Devin Poole, Senior Director of CX Strategy at Dixa , the groundbreaking conversational customer service platform.

2022 126
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5 Things Pro Wrestling Teach Us About Customer Service

Steve DiGioia

Ok, ok, so I’m a wrestling fan. So what? Maybe you are too. There are millions of us. And we watch it every week. I’ve been doing that since I was a teenager. I used to take the train from my home in Brooklyn, NY to Madison Square Garden in Manhattan each month to watch the matches in person.

2022 120
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What Is Frictionless Customer Experience and Why Is It Important for Your Business?

Kayako

The 2020 shutdowns of the COVID-19 pandemic pushed people into more virtual interactions than ever before. At the same time, emotions were running high worldwide. For customers, the quality of digital experiences became very important, a trend that is continuing into the post-pandemic era.

2022 107
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How to Reduce Customer Effort and Increase Customer Satisfaction?

Zonka Feedback

Customer service has become indispensable for not just ensuring customer satisfaction but also for earning customer loyalty and building a positive brand image. Therefore, brands all over the world need to excel in their customer service. Customer Feedback

2022 98
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How to Leverage the Top CX Trends of 2023

Want to know where CX is heading in 2023? From the Metaverse and Web3 to how macroeconomic influences are impacting CX, this Trend Report will give you a taste of what is to come in the year ahead and beyond.

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Mistakes to Avoid When Selecting a CS Platform: Not Thinking of Customer Success as a Team Sport

Totango

Selecting the right customer success platform for your organization can be challenging. To help you navigate the process, we’ve developed a four-part blog series about the mistakes you should avoid when choosing a CS platform.

Sports 106
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What are the best Customer Success YouTube channels? Start with our top five.

ChurnZero

Did you know that, by the end of this week, one-third of internet users* will have watched a tutorial or how-to video? Whether you’re building your expertise in cooking, crocheting, coding, or Customer Success, YouTube is now the place to level up.

2022 98
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All You Need to Know About CSAT To Drive A Better Customer Experience

TechSee

There’s more than one reason for customer dissatisfaction – but basically, it boils down to understanding and meeting customer expectations. Definitely something companies strive to avoid.

2022 109
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Guest Post: 10 Ways to Improve Your Customer Service Team

ShepHyken

This week, we feature an article by Aamir Baloch, one of the Co-Founders at Odondo , where he obsesses over the details to deliver a strong and compelling proposition for each of his clients.

2022 83
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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.

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Customer Health Score: A Guide to Improving Client Satisfaction

Totango

Customer health score is one of the fastest and easiest ways to assess whether your SaaS customers are satisfied with your product and brand. Knowing this can help you evaluate churn risk and spot opportunities, empowering you to take appropriate action.

2022 117
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5 Customer Satisfaction Goals to Strive For in 2022

Zonka Feedback

Exceptional customer service can get you up to 70% of additional revenue from existing customers. Customer Satisfaction Metrics

2022 98
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Why DealerRater reviews are important for your automotive business

BirdEye

As a business in the automotive industry, reviews are essential for your online reputation. While you may already be getting reviews on major sites like Google, you could severely lack reviews on industry-related sites like DealerRater.

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5 Top Customer Service Articles of the Week 5-2-2022

ShepHyken

Each week I read many 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. The True Costs of Bad Customer Experience Management by Brittany Hodak.

2022 83
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Is Your CX Program Delivering the Results You Had Hoped?

When you launch a CX program, there is often an air of exuberance. A year or two later, however, it can feel like your program has flat-lined and you find it hard to make improvements. If your CX program is struggling, check out our latest whitepaper for tips on how to reverse the trend.

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12 Must-Have Features of a Good Help Desk Ticketing System

Team Support

What makes customer support software great? These solutions require more than just dedicated customer support teams – without the necessary features, a ticketing software solution is hampering your efforts.

2022 84
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Actionable Customer Feedback for Customer Service Agents

Zonka Feedback

Customers are the lifeline of any business. If your customers are happy, they will give continuous revenue for your business. But if your customers are unhappy, it will be hard for your business to survive. So Customer Satisfaction is vital for your business to survive and run successfully.

2022 98
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NRR, CRO, VIP & What It All Means To Me: How As A CSM You Can Drive Revenue Expansion And Why It Matters

Gainsight

Congratulations, you just embarked on your next endeavor as a newly minted Customer Success Manager (CSM) at a B2B SaaS company… Now what?

2022 94
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5 Tips for CX Leaders to Combat Customer Service Agent Burnout

Kustomer

Support agents are often on the frontlines for businesses, dealing with frustrated customers while working through a repetitive queue of work. Tasks can pile up, leaving agents with a daunting backlog.

2022 85
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5 Ways to Supercharge Your CX Strategy

Want more from your customer experience program? This whitepaper outlines 5 tactics to improve your CX strategy and take your program to the next level. Download your copy now!

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Are You Serving Yourself First, Serving Others, or Being Self-Serving?

One Millimeter Mindset

Are you serving yourself first or last? Or do you dismiss the importance of serving yourself first as being selfish? On the other hand, do you ever focus on putting other people’s needs ahead of your own?

2022 91
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How to Measure CX Impact

Heart of the Customer

We CX folks love to discuss measurement. If you want to fill a room at a conference, just put the word “metric” in your session title, and you’re good to go. Mention “Net Promoter Score” or “Customer Effort Score,” and you’ll need to order more chairs.

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What is Customer Service, Really? – Tip #40

Steve DiGioia

In today’s ever-competitive marketplace, businesses are always looking for the next big thing: What’s the latest fad/trend to follow or copy? What’s the hottest social media channel to spend our time on? How can we incorporate more technology into our business?

2022 69
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Benefits of Chatbots in Customer Service and Why Your Business Could Benefit

Kustomer

There are innumerable studies that highlight the future of CX, and how chatbots are one of the most common ways to improve your customer experience.

2022 82
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Stay Ahead of the Game

Want to know where CX is heading in 2022? Check out our 7 key predictions on how CX will evolve over the coming year and beyond. Download your copy now!