Sat.Aug 21, 2021 - Fri.Aug 27, 2021

CSAT, NPS, and CES: Customer Satisfaction Score Industry Benchmarks


You might be wondering what makes a good customer satisfaction score in your industry. If only there were a way out to compare your performance with your competitors. That is when the underlying concept of benchmarking has made lives easier.

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In with the Old: Why Brands Should Aim for a Low Ratio of New Customers


Out with the old, in with the new! Sounds like some fashion brand’s motto? Might be. One thing’s for sure – when talking about customers, it’s a horrible strategy for brands, even for the wealthiest amongst them.

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How to design inclusion into everyday work life


Foster a culture of inclusion at your organization with these actionable steps. It’s better for your people – and your business. Looking for ways to design inclusion into your everyday work life, but not sure how to get started?

2021 41

Streaming Providers Use Voice of Customer (VoC) Insights to Improve CX


There’s no doubt about it: The pandemic turned media streaming from a rising star to a consumer staple. Customer Experience Media & Entertainment

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2021 CX Trends Report

In this e-book, you’ll discover the origins of CX, the evolution into an actionable tool for customer feedback, and where the future of CX is moving towards.

Top Five Crushing Customer Service Replies | #CX #CustServ #PeopleSkills

Kate Nasser

For customer service excellence avoid saying these crushing customer service replies. 30 yrs of experience and insight from Kate Nasser, The People Skills Coach™, Author of Leading Morale.

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More Trending

Supporting Your Customers by Going the Extra Mile with Enhanced Support

CSM Magazine

Supporting your customers by going the extra mile with enhanced support leads to happy customers and long-term loyalty.

2021 83

Amazon Saves you 75 Hours a Year

The DiJulius Group

We are really buying time from Amazon People don’t buy products from Amazon, they buy time. “We We offer low prices, vast selection, and fast delivery, but imagine we ignore all of that for the purpose of this estimate and value only one thing: we save customers time,” says Jeff Bezos.

2021 114

Don’t Make Me Repeat My Story!

Shep Hyken

I’m always frustrated when I call a customer support number that I’ve called before and have to retell my story. The same goes for when I’m transferred to another person. There is no need for this. . I recently posted that message to social media.

2021 98

IT’s Role in Support for Remote Workers


After scrambling to set up remote working environments at the start of the pandemic, enterprises have largely recognized its advantages and adopted the WFH model.

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Optimizing Your Customer Journey In 2021

You know it’s important to optimize your customer journey, but you’re not sure which part of that journey to focus on. Customer interactions across multiple touchpoints mean it can be tricky to isolate a specific part that’s going to deliver the best results for you - and your customers. Creating a strong customer experience is now one of the most important priorities businesses focus on. Don’t be left behind. Time to take a customer first approach & start looking at strategies you can implement to optimize your customer journey. Download the guide today!

Navigating the ‘Pingdemic’ with Flexible CX Teams

CSM Magazine

Recently hundreds of thousands of people have been ‘pinged’ by the NHS COVID-19 app to alert them to isolate due to close contact with someone who has tested positive for the virus.

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Understanding the customer journey from start to finish

NICE inContact

The customer journey is easily one of the most important, yet most misunderstood, parts of doing business. One of the reasons for this is that the needs of customers can change. Customer Experience

2021 95

Amazing Business Radio: Philipp Wolf

Shep Hyken

Managing Customer Success. Preventing Customer Churn. Shep Hyken interviews Philipp Wolf, CEO of Custify , a company that helps SaaS businesses deliver great results for customers. They discuss how to utilize customer information and behavior to help ensure customer success.

2021 91

Complete Guide to NPS: The Ultimate Question


Assessing customer satisfaction is crucial and has become an important part of driving growth for a variety of businesses. A Net Promoter Score (NPS) ® is one popular way of measuring customer satisfaction in a way that’s easy to understand.

NPS 83

A Master's Guide to B2B: How Listening to Your Customers Can Grow Your Business

Speaker: Adam Dorfman, Head of Product Growth at Reputation & Michele Bettinazzi, Customer Experience Manager at PeakMade Real Estate

Improved marketing conversion, happy customers, and faster growth - that’s only three things that can be accomplished by just listening to your customers. Customer feedback is an extremely invaluable tool to keeping retention high, attracting new business, and improving the general operations of your business. The question is - how do you capture all this? Join Adam Dorfman, Head of Product Growth at Reputation & Michele Bettinazzi, Customer Experience Manager at PeakMade Real Estate, for this essential discussion on the ins and outs of brokering the optimal customer interaction.

Don’t Apologize to Customers!

Myra Golden Media

It might surprise you to know I don’t want customer service specialists to apologize to customers. Before you respond to that, let me say that I see apologizing and saying “I’m sorry” as two different things.

2021 79

5 Ways to Show Gratitude to Essential Workers During National Customer Service Week

Hallmark Business Connections

This article was originally published on Business 2 Community. Normally, the first full week in October provides a prime opportunity for companies across all industries to showcase their passion for customers and the employees who serve them.

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Roundup: 18 free call center training resources for digital-first agents

NICE inContact

Raise your hand if you owe a few contact center agents apologies for how you treated them before you worked in customer experience. Call Center Best Practices Customer Experience Agent Engagement

From Burnout to Balance: Reinventing QBR Workflows for CS Leaders


This is a guest blog post by Shoshana Luria from PandaDoc. Customer Success (CS) is a core business function, and for some B2B companies, CS is a growth engine.

2021 82

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

The 7 Best Knowledge Base Software + How to Choose One

Help Scout

We all know the old axiom “knowledge is power.” And though it’s true, there’s a caveat: In order to unlock the power of any knowledge, people first need access to it. Access to knowledge is an issue many businesses face.

2021 81

The Big-E’s: E-commerce and Customer Experience


The nature of the customer experience within e-commerce has never been more vital to the life of a brand than it is at this moment. While e-commerce (buying over the internet) has been growing in leaps and bounds before the pandemic, online shopping quite simply exploded in 2020.

When Professional Assumptions Prevent Cross Functional Success

One Millimeter Mindset

You and I operate according to a series to basic assumptions which are part of the culture of our professional disciplines. What are yours? Professional assumptions are beliefs taken to be true, even if there is inconclusive proof.

2021 89

Guest Post: 5 Reasons Why Customer Experience is the Pulse of Every Business

Shep Hyken

This week we feature an article by Jafar Sadhik, a digital marketer in the fields of SaaS tools, data management, and finance management. He writes about how customer experience can determine the lifeline of a business. What makes a business stand out from the crowd?

2021 67

The Art of Community: Higher Logic & Vanilla Forums Super Forum!

Speaker: Keynote Speaker, Guy Kawasaki, Chief Evangelist, Canva

In its 12th year? Super Forum is the largest and most comprehensive conference for executives, community managers, marketing, membership, and customer success professionals who want to connect, engage, and create better customer and member experiences. And this year, we’re going even bigger as we add Vanilla’s highly regarded Conversations conference into the mix. Register today!

Increase your customer service strength

Customer Enthusiast

I recently received a delivery of a weightlifting system by a local fitness equipment company.

2021 58

Top 5 Ways to Break Through the CX Noise With Better Brand Interactions


You probably don’t need me to tell you that the pandemic has caused a dramatic shift in how we do business. But do you know just how dramatic a shift we’re talking about?

2021 79

Increase Customer Satisfaction Scores with Knowledge Management

CSM Magazine

Customer satisfaction can be defined as how happy customers are with a company’s products, services, and capabilities. Learn how a Knowledge Management system can help keep your customers satisfied.

2021 56

What are Voice of Customer Surveys?

Zonka Feedback

In a world where business success is primarily associated with excellent customer experiences, the term Voice of Customer isn’t new anymore.

Reaching Unreachable Candidates

Speaker: Patrick Dempsey and Andrew Erpelding of ZoomInfo

What is ZoomInfo for Recruiters? Find and connect with the right talent to fill roles fast with more data, basic search, advanced search, candidate and company profiles, and export results. Watch this On-Demand Webinar today to see how ZoomInfo for Recruiters can work to get your talented candidates results.