Sat.Jan 01, 2022 - Fri.Jan 07, 2022

3 Factors to Consider if You Have a CX Incentives Program

InMoment XI

Though customer experience (CX) programs are always changing and evolving, one element that many brands constantly consider is whether to add a CX incentives program to those initiatives. .

2022 360

It’s time for a Customer Service Culture Transformation to Customer CARE

Bill Quiseng

Is customer service the frontline? Really? Are we called to duty on the frontline battling customers? Doctors and nurses don’t serve their ailing patients. They care. So shouldn’t customer service be customer care? Or even better …. We are the Customer CARE team.

2022 133
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Five Lessons On How To Personalize the Customer Experience

Shep Hyken

I love to receive great examples of outstanding customer service. I’m always on the lookout for great stories, whether I personally experience them, or they are sent in by our followers. What I share with you today is a great example of personalized and proactive communication.

2022 114

29 Customer Service Training and Coaching Tips

Stella Connect

Customer service coaching refers to the practice of ongoing communication between the agent and their manager to hone in on how to improve on specific skills, achieve specific goals, and develop their craft so they can handle even the most difficult customer interactions.

2022 81

AI Insights Playbook––Understand Your Customer Experience To Improve It

The biggest challenge facing Contact Centers is understanding what customers expect. With today’s changing customer expectations, dynamic market realities and aggressive competitors, organizations must understand where they are successful and where they fall short. Download this eBook to learn how you can improve your customer experience with the help of Artificial Intelligence.

Digital Intercept: How to Collect Customer Feedback Without Ruining the Experience

InMoment XI

We’ve all been there. You’re shopping for something online and you start to compare options on different websites. You’re excited to explore a particular item, but as soon as you click into the brand’s website, a little window pops up asking you what you think of the website experience.

2022 309

More Trending

Your 2022 Customer Experience Plan: Strategies, Videos, & Resources

Experience Investigators

Imagine yourself a year from today. Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. How did this happen?

2022 76

Top 50 Customer Success Influencers 2022

SmartKarrot

Thanks to the untiring zeal of its passionate community, Customer Success has grown to become the phenomenal force that it is today.

2022 89

The 3 Worst Customer Service Stories in 2021

The DiJulius Group

The 3 Worst Customer Service Stories Last Year Hotel kicks out grandma & granddaughter at night, after they left a bad review The Baymont Inn & Suites called the police to remove a 63-year-old grandmother and her 6-year-old granddaughter after they responded to an email asking how their room was. CEO of Better.com fires 900.

2022 77

Customer Effort Score (CES) explained

Hello Customer

Customers nowadays want everything easy and we can't really blame them for that. Not everything has to be hard and complicated, especially when you're using a service or browsing online.

2022 66

100 Pipeline Plays: The Modern Sales Playbook

For the first time, we’re sharing the winning plays that took us from scrappy startup to a publicly traded company. Use our proven data-driven plays to grow your pipeline and crush your revenue targets.

Why Your Public Service Social Media Is Broken and How To Fix It

Russel Lolacher

Whether you’re trying to start a successful social media presence for your public service organization or grow an existing one to better serve the public and your organization, there are a few key ingredients you’ll need to be impactful.

2022 75

Customer Experience vs. Customer Success: Are They the Same?

ChurnZero

It’s not uncommon to find it difficult to grasp the concept of Customer Experience vs. Customer Success. The two are seemingly cut from the same cloth. For some, the Customer Experience definition is not that different from the one for Customer Success.

2022 70

6 Steps to Effective Account Transitions 

ClientSuccess

Account transitions will be inevitable throughout your tenure as a customer success leader. Whether through promotions, turnover, or new hires, new CSMs are bound to leave or join your customer account teams regularly.

2022 80

7 Customer Expectations and Why I Shouldn’t Have to Ask for a Napkin

Steve DiGioia

We all speak about expectations, customer expectations. They can be reasonable or extreme, and sometimes achievable or bizarre. But usually, they are appropriate. As a customer, I expect a basic minimum such as: The product or service should work as expected.

2022 104

Your Guide to Using Conversational Marketing to Drive Demand Generation

What is conversational marketing really about? This guide will examine the market forces at play, shifting buyer trends, how to leverage conversation marketing, and the tactics involved in adopting it for a B2B demand generation strategy.

How to Enhance the Agent Experience for Your Hybrid Contact Center Team

Playvox

Employees today have more choices and flexibility about where and when they do their jobs. While working from anywhere has its advantages, it also means leaders have the extra challenge of managing contact center agents in multiple locations.

2022 80

A Shopping Checklist to Find the Best Live Chat Providers for Government Websites

Comm100

It’s unarguable that live chat can help improve communication between government and citizens. The real-time and accessible nature of live chat caters perfectly to today’s consumer expectations, while providing government agencies with an efficient and cost-effective channel.

2022 61

Digital Transformation Strategies for 2022

Upstream Works

As we move into 2022, contact centers are facing unique challenges that include both tactical and strategic decision making. The tactical decisions pertain to specific needs or technology applications, such as how many agents to hire or what use cases your chatbots will be built around.

2022 78

What you need to know about Google’s product reviews update

BirdEye

David Bowie once belted out the lyrics, “Ch-ch-ch-ch-changes, Turn and face the strange.” This popular and iconic song has withstood the test of time. Because the lyrics are true. Changes are a part of life, and Google, the most prevalent search engine is not immune to changes.

2022 68

Driving Business Value with Contact Center and UC Integration

With the growth of hybrid work models and work from home, one thing is more important than ever: integration. But, how are companies leveraging it - both technically and operationally? In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.

5 Top Customer Service Articles of the Week 1-3-2022

Shep Hyken

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.

2022 61

How to Transform Customer Success Into a Profit Center with Metrics and Forecasting

ChurnZero

Customer Success represents a large source of revenue-generation for SaaS businesses. Though Customer Success was originally regarded as a post-sale cost center, you can flip its narrative with the right metrics, positioning, and forecasting strategy.

2022 74

2022 is the Year of Digital Customer Experience Excellence – Here’s Why

Comm100

If you found out that your customers would pay more for a better customer experience (CX), would you consider investing in improving this experience? In a recent study, this exact finding was discovered.

2022 52

4 Little Changes That’ll Make a Big Difference With Your Customer Service Team

Stella Connect

Customer service is a major driver of customer experience, customer loyalty, and long-term business success. That’s why investing in customer service is essential to improving customer outcomes. The good news is, little changes can make a big difference with your customer service team.

2022 52

LinkedIn + ZoomInfo Recruiter: Better Data for Better Candidates

Check out our latest ebook for a guide to the in-depth, wide-ranging candidate and company data offered by ZoomInfo Recruiter — and make your next round of candidate searches faster, more efficient, and ultimately more successful.

Guest Post: Should We Encourage Our Customers to Complain?

Shep Hyken

Josh Liebman is the Guest Experience Evangelist for ROLLER Software , a company that works with leisure and entertainment businesses to help them deliver better guest experiences. He shares the four reasons why businesses should not shy away from customer complaints.

2022 66

5 Stress Management Techniques for the Busy Customer Success Professional

Totango

If you’ve been following along in our series about burnout and mental health in customer success, then you already know how to spot signs of burnout on your CS team and ways to help fight burnout as a CS leader.

2022 71

Customer Journey: How to Make Your Customers Happy and Have Them Coming Back

CSM Magazine

As the competition in different markets is growing, customers are becoming more demanding and picky, and they are not hesitant to switch brands after a single bad encounter.

2022 56

Jan 07 – Customer Success Jobs

SmartKarrot

Role: Vice President, Customer Success Location: San Francisco, CA, US Organization: Checkr, Inc. As a Vice President of Customer Success, you will build and lead a world-class customer success team.

2022 83

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!