Sat.Jan 02, 2021 - Fri.Jan 08, 2021

The Roles of Success in the Customer Experience


As a customer success leader, you likely feel strong ownership of the “customer experience” and its outcomes. That’s why it’s so painful when you do everything in your power to help customers thrive only to see disappointing results in sentiment or retention.

2021 60

7 Ways to Keep Your Customers Happy and Satisfied

CSM Magazine

Customers should never feel uncomfortable and out of place at your business; instead, they should be immediately put at ease when they walk through the door. Invest in a few comfortable chairs if your customers typically have to wait to see someone.

2021 52

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How to Prepare Your Team for Digital Transformation

Russel Lolacher

How do you prepare your organization’s culture to fully embrace digital transformation? I was honoured to speak on a panel at the Public Sector Network event Virtual Digital Government Road Show: Turning Policy into Practical Delivery to talk about that very subject.

2021 56

Six Ways to Actively Build a Customer-Centric Culture

Experience Investigators by 360Connext

You know the brands that do customer culture well. They create such a focus on the customer that everything and everyone throughout the organization is on board. . Where does this organizational magic come from? In a word, it all comes back to the culture.

2021 166

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.

Shep’s 2021 Top 10 Business Predictions


Every year I write my customer service and customer experience (CX) predictions in my column. This year, I thought I would share a brief version of them with our Shepard Letter subscribers. So, here are my Top 10 Predictions for 2021: Customers continue to get smarter.

2021 118

More Trending

Top 50 Customer Success Influencers 2021


The evolving field of Customer Success owes its origin and rapid rise to a passionate community of pioneers, proponents, and practitioners.

2021 87

ChurnZero’s 10 Customer Success Leaders to Watch in 2021


Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction.

2021 83

5 Top Customer Service Articles For the Week of January 4, 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 95

The Light At The End of The Tunnel: Reimagine Your Customer Experience

Beyond Philosophy

It is not often in life that you get the opportunity to reset things. However, as the COVID-19 vaccine rolls out, we have a chance that is, dare I say, unprecedented to reimagine Customer Experience. We have been through a shocking year of change.

2021 127

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!

How to Create an Emotional Connection in a Digital World / The Most Remarkable Customer Service Story I have ever Heard

The DiJulius Group

The Most Remarkable Customer Service Story I have ever Heard When is the best time to invest in your customer experience? 18 months ago. When is the second-best time?—NOW! Now is the time to make your organization’s customer experience your single biggest competitive advantage.

2021 89

5 Ways to Automate Contact Centers with AI in 2021

Upstream Works

AI has many valuable uses in the contact center, from providing data and channel options to reducing costs. One of the biggest drivers for AI is automation.

2021 78

Guest Post: How COVID-19 Has Impacted the Progression of Contact Centres


This week we feature an article from Gary Williams, Director of Sales and Consultancy at Spitch. H e explores the impact of COVID-19 on contact centres and the consumer response during the pandemic.

2021 89

Wootric Joins InMoment to Accelerate CX Innovation and Growth


As we begin this new year, we want to share some great news. . Today we’re excited to announce that Wootric is joining InMoment, a market leader in customer and employee experience. InMoment serves many of the largest, most sophisticated global organizations from Starbucks to Ford to VMWare. .

2021 87

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!

How to Calculate the ROI of Customer Experience


The power of ROI (return on investment) is undeniable when measuring customer experience. Even a small increase in positive customer experience (CX) can propel your revenue to new heights, increasing company profits considerably.

2021 60

How to Leverage Chatbots for Streamlined Recruitment Efforts


Companies are always making careless faux pas. Perhaps the interview took place on a cloud phone system and the interviewer left an applicant waiting for 30 minutes. Or maybe an applicant just never heard back from a firm at all.

2021 87

Amazing Business Radio: David Wachs


The Power of the Handwritten Note. Personalizing the Customer Experience at Scale. Shep Hyken interviews David Wachs , Founder and CEO of Handwrytten. They discuss how personalized, handwritten notes can increase customer loyalty and improve the overall customer experience.

2021 72

Fun Read/Flawed Approach (Book Review)

Heart of the Customer

As an avid reader dedicated to continually expanding my professional knowledge, I’m always interested in new books relating to customer experience.

2021 83

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.

#Onapositivenote – Exceptional Customer Experience Stories of 2020


2020 is not a year you would like to remember, it’s also not a year which any of us can easily forget. It was exceptional in many aspects! A year in which we could experience the worst of humanity and also the best of it.

2021 71

21 Tips for 2021 Customer Experience Excellence


21 Tips for 2021 Customer Experience Excellence Lynn Hunsaker. Customer experience excellence is certainly defined a bit differently now, compared to years past.

2021 68

Why Customer Engagement will Never be the Same


It’s a no brainer that covid-19 has brought major changes in every aspect of your customers’ life— purchasing behaviors, needs, and emotional mindset. Whatever situation your customer faced, the value of providing a great customer experience hasn’t changed a bit for businesses.

2021 52

Proactive vs. Reactive: How Savvy Use of Analytics Helps Contact Centers Navigate and Adapt to Uncertainty

NICE inContact

The disruption and uncertainty caused by the COVID-19 pandemic has impacted virtually all businesses within all industries, of all sizes, and all around the world.

2021 72

The Executive's Guide to Building a Community Team

Speaker: Carrie Melissa Jones; Founder, Gather Community Consulting

Successful communities demand much more attention than most organizations predict. Join Carrie Melissa Jones, Founder of Gather Community Consulting for this webinar about the right way and the wrong way to approach community building.

Top 20 Most Popular Customer Centricity Posts of 2020


Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Many people were working from home this year, were you?

2021 62

3 Ways to Avoid Professional Complacency in 2021

One Millimeter Mindset

Will you avoid falling into a pattern of professional complacency during 2021? Or do you long for a permanent oasis from ambiguous and uncertain scenarios? When I ask this question to colleagues and clients, like you, the answer is: “a little bit of both, please”.

2021 77

10 Tips to Help You Manage Remote Customer Service Agents

CSM Magazine

The COVID-19 pandemic has changed the way we live and work beyond measure. With social distancing and travel restrictions in place, organizations have been forced to look at different ways of operating their businesses. Work-from-home employees are the new normal.

2021 52

How to Calculate the ROI of Customer Experience


The ROI (return on investment) of customer experience for a business is undeniably high.

2021 52

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.