Sat.Oct 03, 2020 - Fri.Oct 09, 2020

Guest Post: What Will Customer Experience Post COVID-19 Look Like in Grocery Retail?


This week we feature an article from Corina Mihalache, Business Development Executive at Tokinomo. She writes about changes in the customer experience for grocery shoppers during the COVID-19 pandemic. As cliché as it may sound, for an understanding of the future, we must always look into the past.

5 Reasons Why your Field Service Performance Metrics should include Customer Effort Score


In 2019, before the world had ever heard of COVID-19, a Research Report by Field Service News showed that field service organizations were already transitioning to a more customer-centric model.

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4 ways to avoid a disjointed customer journey


Think back to a bad customer experience that you’ve had. We all have a story (or multiple). Some involve a rude agent who couldn’t locate the correct information. Others are a wild goose chase about trying to get a refund.

2020 62

Validating Your Outsourced Customer Care Partnership: Is Your Incumbent “Still the One”?


We believe that every outsourcer should earn your business by delivering value day in and day out whether your relationship with them is in its first year or its 20 th year. After all, continual improvement and striving to evolve are the hallmarks of long-term success.

2020 156

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!

What Is Customer Experience?

Experience Investigators by 360Connext

Listen to this article. Customer experience is not always easy to define. In the early days, it was often described as the perception the customer had of your brand. Others define it as the buyer’s journey.

2020 143

More Trending

The 7 Keys to Word-of-Mouth Marketing


Ever wonder how to get more people talking about your business? It’s simple. Offer them incredible products and services that solve their problems and fulfil their needs and desires.

2020 89

Customer Disservice


One of our loyal subscribers, Warren Danziger, shared a story about how a delivery was made to his home and placed between the screen door and the front door. The delivery person never knocked or rang the doorbell to inform him his delivery was there.

2020 113

Customer Success vs. Customer Support: What Are the Differences?


Customer success vs. customer support: although these two terms appear similar, they actually refer to two different, yet complementary, functions within a company.

2020 82

5 Rules for Driving Down Costs in a Customer-Focused Way

Beyond Philosophy

You might have noticed that the global pandemic isn’t doing much for your bottom line. You might also be wondering how you can reduce costs to save your assets—even when the economy is robust and healthy.

2020 98

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!

Cost-benefit analysis of moving to the cloud


The dramatic events of 2020 forced organizations to change the way they operate on so many levels. From simple things like remote connectivity or equipping your team with hardware, to how the best customer experience (CX) can be delivered.

2020 92

Culture Is the Cart, Change Is the Horse

Heart of the Customer

There’s no doubt about it – culture change is sexy. So sexy, that it’s where most customer experience programs focus. But starting with culture is putting the cart before the horse. And we all know you’re not going to get anywhere that way.

How to Improve Customer Retention—Even During a Pandemic


Customer retention is the continuation of a valued service. Like the binge-worthy series that demands one more late-night episode after another, when things are going well in business no one wants to interrupt the experience. So, what happens when external forces threaten that flow?

12 Best Mobile Apps for Customer Support


Customer experience has always been an important part of a successful business. For a long time, companies have seen and understood the value of investing in customer support. In 2020, though, the business landscape is different.

2020 56

Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists, The Community Roundtable. You will learn the effectiveness of the community in empowering your customers and generating value for your business.

Amazing Business Radio: Steven Van Belleghem


A Customer Experience They Can’t Refuse. Changing the World One Customer Experience at a Time. Shep Hyken interviews Steven Van Belleghem , an expert in customer experience in a digital world.

2020 70

How Better Customer Relationship Management Can Increase ROI


If you are a customer success team leader or a CSM, you spend your days establishing and nurturing customer relationships, so obviously you realize how important they are to the ongoing success of your organization. But do you also have a good idea on the ROI they can ‘deliver’ to your team?

6 Simple Tips For Customer Service Emails With A Personal Touch

Win the Customer

Customer service is one of the most important things to get right as a business – these moments of interaction with customers and clients leave a long lasting impression in individual hearts and minds.

2020 95

Typeform vs SurveyMonkey: Detailed Comparison


The birth of online survey tools has made it incredibly easy for businesses to get feedback from their customers. Hearing your customer’s opinion and being able to analyze the responses in a jiffy was a luxury for businesses earlier, and cumbersome too.

2020 56

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

Let’s Ignite a Customer Service Celebration!

Team Support

As many companies are aware, in 1992 the U.S. Congress declared the first full week in October “ National Customer Service Week.” It is now an event celebrated worldwide.

2020 65

5 Top Customer Service Articles For the Week of October 5, 2020


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. Forever-Changed Buying Patterns Mean Rethinking Customer Loyalty by Mary Jo Yafchak.

2020 58

The B2B SaaS Customer Journey: Surveys for every stage


Do you want to proactively prevent customer churn? Do you want to understand what your customer is looking for? And just magically deliver it! There’s only one way to do it. . You need to get into their heads! . But how? Follow an “outside-in” perspective. Ask them effective revealing questions. .

B2B 52

With CXone Technology, ECSI ‘Acts Like the Big Guys’

NICE inContact

The story of student loan servicer ECSI is a story of partnership and the sense of a higher mission, one of providing support to colleges and universities and of helping young people and their families navigate financial issues they may be encountering for the first time.

2020 62

Need to More Effectively Manage Your Call Center?

TASKE shares how you can rewind your real-time dashboard and watch agent and time activities in the past. Download the infographic here!

Product Ease and the Art of Trapeze: CPO Lessons From Shawna Wolverton of Zendesk


When Nick Mehta, CEO of Gainsight, interviews company leaders, he often asks them about their favorite games or hobbies. Some play poker or proudly announce their skill in Monopoly.

2020 61

Wootric ranks #1 in ROI in Experience Management | G2 Grid Report for Fall 2020


Wootric, the CX management platform for maximizing customer lifetime value (CLV), has been recognized as a High Performer in the G2 Crowd Grid Report for Experience Management for Fall 2020. Wootric also outperforms the category on all satisfaction measures including ease of use.

2020 52

Universal Events: Taking Triggered Marketing from Good to Great


As eCommerce keeps on growing, and customers keep evolving, the importance of triggered marketing, also known as realtime marketing, is at an all-time high. I recently wrote about the need to combine both realtime and batch customer data to maximize this marketing strategy’s value.

5 Proactive Activities Leaders Can Do to Position Their Inbound Call Center for Ongoing Success

NICE inContact

Call center leaders can't hide behind bluster. The performance data doesn't let them. Everything about an inbound call center - from expenditures to service levels to customer satisfaction - can be measured and those results reflect directly on the leaders.

B2B Pocket Playbook: End-to-End Guide to Sales Enablement

Sales enablement is the strategic process of providing sales teams with the content, guidance, and mentorship needed to engage targeted buyers. It’s all about equipping sales professionals with the tools they need to put their best-selling foot forward. And if sales teams want to continuously sell better -- and faster -- their sales enablement process must have a game-winning strategy. It's time for you to start selling smarter - and hitting your sales number - with the best B2B database in the market. Get started today.