Sat.Jul 09, 2022 - Fri.Jul 15, 2022

5 Ways to Leverage Net Promoter Score to Boost Customer Retention

InMoment XI

You don’t just want to appeal to new customers—you also want to keep your current ones coming back again and again. Not only do returning customers require less introduction to your products and services, but they also tend to spend more than first-time customers, too.

How lululemon Co-Creates Experiences with and for Their Customers


lululemon is a Canadian athletic apparel retailer with massive global appeal that creates high-performance athletic apparel and accessories through a human-led design approach.

2022 201

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How SaaS Companies Can Project Their MRR Using NPS (6 Actionable Tips)


Monthly recurring revenue, or MRR, is the lifeblood of any SaaS business. If your company is charging the clients on a monthly basis, signing up new customers and keeping them onboard has an incredible impact on your revenue, growth rate and profits.

2022 128

Guest Post: How to Create Massive Customer Surplus through Memorable Onboarding & Obsessive Service

Shep Hyken

This week we feature an article by Michael Becker, founder of Abundance Accelerators , a growth agency for coaches. He shares how organizations can gain loyal customers by providing an experience that exceeds expectations.

2022 97

How to Run a Successful Voice of the Customer Program

The Voice of the Customer (VoC) is the core foundation of any successful customer experience program. Download this guide from GetFeedback to learn how you can launch a successful Voice of the Customer program that drives return on investment!

How a Global Grocer Turns CX Feedback Into Realized Customer Spend Targets

InMoment XI

The Context. A global grocery retailer was facing the uncertainties of COVID-19 and through their struggle, they found a perspective that helped them focus on forwarding progression throughout the pandemic.

2022 379

More Trending

Close the Loop on Customer Feedback with Solvvy Surveys


Just because your brand finishes interacting with a customer, doesn’t mean their experience has ended. Understanding this distinction is the key to driving customer loyalty and recurring revenue. Ultimately, collecting customer feedback is the best way to truly gauge the customer experience.

2022 95

This is How You Reduce Escalations

Myra Golden Media

As I prepare for a workshop for a new client in Upstate New York, let me give you three things you can do to help your team get angry customers to back down , techniques right out of my De-escalation Training.

2022 105

The Best Way to Identify (and Share) the Moments that Matter with Frontline Employees

InMoment XI

Metrics, metrics, metrics. It’s common for frontline employees like contact center agents to be inundated with them—schedule adherence, efficiency, handle time, and hopefully, amid all of that and more, customer experience (CX) metrics.

2022 402

Give Them Help Before They Yelp?

Shep Hyken

Online reviews can work in two ways. For a company that provides a great customer experience, reviews can add credibility and bring in more business. But for companies that don’t provide an acceptable experience, online reviews can become the bane of their existence.

2022 92

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.

Customer Service Automation 101


Your customers expect–and demand–prompt, personalized service. The Salesforce State of the Connected Consumer report states that 66% of customers expect businesses to understand their unique needs and expectations, and 68% expect companies to demonstrate empathy.

2022 82

How to improve the customer experience: Small business edition


Great customer experience is key to fostering customer loyalty. If customers have a pleasant experience with your company, they’ll be more likely to come back for more business and recommend your goods or services to others.

2022 76

Survey Design 101

InMoment XI

When gathering accurate and useful data, how the data is collected is just as important as the results it yields. Reliable insights are discovered when the questions are fair, unbiased, and relevant to the participants.

2022 362

It’s Time to Confront Reality: Monitoring Customer Health


It can be really easy to overlook signs that may indicate something is wrong. That illuminated Check Engine light in your car, that slight ache in your tooth when you drink something cold, or that persistent feeling of exhaustion that you just can’t seem to shake.

2022 87

5 Elements for Building a World-Class Agent Coaching Program

Speaker: Francoise Tourniaire - Founder of FT Works and Omid Razavi - Chief Advocacy Officer at SupportLogic

In this presentation, we will discuss the five elements of building a real-time coaching program using AI-infused workflows that will allow managers and agents to continuously engage and drive more constructive dialogue, resulting in reduced agent burnout and increased employee satisfaction and retention.

Amazing Business Radio: Julius Robinson

Shep Hyken

Building Confidence with Your Customers. Empowering Your Team to Deliver a Great Customer Experience. Shep Hyken interviews Julius Robinson, Chief Sales & Marketing Officer at Marriott International.

2022 86

How Disengaged Employees Kill Your Retail Business and 5 Tips To Prevent It

Zonka Feedback

Disengaged employees are bad for any business, especially retail, where customer service and customer experience are crucial for success. The biggest reason for this is that disengaged employees are typically unproductive employees. Feedback Management

2022 80

15 Customer Touchpoints That Will Optimize Your Customer Journey

CSM Magazine

There are numerous ways that customers engage with your business. Each one is a chance for you to nurture their interactions towards a sale, referred to as customer touchpoints. Optimizing your customer touchpoints can lead to stronger brand loyalty, more revenue, and improved sales.

How to Risk-Proof Your Business with Totango


Detecting and protecting at-risk customers is important even in the best of times, but it is especially critical during times of economic instability when your current customer base is your greatest (and perhaps only) source of dependable revenue growth. .

2022 76

Top Industry Secrets for Successful Contact Center Scripting

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

Scripts have been around as long as contact centers. Scripts attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. While some scripting attempts have failed, AI and Agent Assist technologies can help.

What Is a Journey Health Score?

Heart of the Customer

Wouldn’t it be great if there were a way you could get an overview of how your customers interact with your brand (including where their pain points are) that also provides data-driven insights into how you can improve your customer experience? Look no further than the journey health score.

2022 85

How to stop your customers' bad behaviour


Engagement How to stop your customers' bad behaviour

2022 112

In Customer Success We Trust

Forrester Digital Transformation

Customer Success is a critical business function and plays an essential role in building trust with customers as a strategy for retention. B2B CX customer centricity Customer Engagement customer obsession

2022 83

Customer Feedback Strategy: A Step-By-Step Approach

Zonka Feedback

Once you are done investing all the time, money, and effort into developing a groundbreaking product, you need an excellent customer feedback strategy that will guide you on the way forward.

2022 81

How woom bikes Takes an Employee-First Approach to Grow Its Customer Base

Are your employees an untapped source of customer feedback? Watch this on-demand webinar featuring woom bikes to learn how their team improves employee and customer experiences in tandem.

Why There’s Never Been a Better Time for Channel Partners to Offer Workforce Engagement Management Solutions

CSM Magazine

Smart resellers are already adding significant value and stickiness to their contact centre deals with innovative workforce engagement management (WEM) solutions and it’s time to join them says Pippa Rhys at Calabrio. Just be sure to check the label: is it true or fake cloud?

2022 56

The employee engagement KPIs you should be tracking in 2022 (and why)


Workplaces and employees have undergone radical change in the last few years—from the pandemic to new ways of working, adapting to new digital transformation technologies and navigating the Big Quit.

2022 78

Transforming Customer Experience Through Mystery Shopping

Doing CX Right

Claire Boscq- Scott, Global Customer Service guru and three-time author, explains why and how to do mystery shopping right. You'll learn best practices to improve your products and services and gain a real competitive advantage.

2022 67

4 Fool-Proof Ways to Retain Customers and Build Loyalty


If one were to take an informal poll of CSMs asking what their number one goal with customers is, a majority would probably answer something along the lines of “keep my customers happy.” After all, what do happy customers mean?

2022 72

Winning Solutions to Keep Contact Center Agents Engaged

Speaker: Adam Saad - Founder & CEO, Tech Stack Advising

In order to keep agents both satisfied and engaged, we must develop a plan that both mitigates these concerns with current agents and halts any potential issues that may arise with new hires. These plans must also take into account the different environments and locations your agents may be working in.