Sat.Mar 20, 2021 - Fri.Mar 26, 2021

How to Prepare (the Right Way) for Customer Success Software Implementation

ChurnZero

Implementation doesn’t have to be a dread-inducing undertaking that makes you contemplate if it’s even worth purchasing a new tool or switching platforms.

2021 63

Follow Six Steps to a Successful Customer Journey Analysis

Totango

A customer journey analysis helps you improve SaaS client experience and increase retention by optimizing the steps customers take in their relationship with your product and brand.

2021 76
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Don’t Accidentally Sabotage Customer Experience — Do This Instead

Experience Investigators by 360Connext

Sure, you may not intend to, but there are probably ways you, as the leader of your department or organization, are sabotaging the experience your customers have. And who can blame you? Today, leaders have more expectations with fewer resources.

2021 162

Reflecting at the Year Mark: 3 Lessons on Leadership from a Year of Coronavirus

Customer Bliss

As we round the corner on the one-year mark of this pandemic, I want to take a moment to reflect on some of the key lessons that still hold true. Even as more people get the vaccine and we slowly edge into “normal life,” it’s vital for us not to waste this opportunity.

2021 151

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.

Banks & credit unions: Improve your metrics by putting customers first

Alida

The digital revolution offers incredible opportunities for credit unions, community banks, and retail banks to deliver better customer experiences , increase engagement, and build lasting relationships.

2021 130

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5 Top Customer Service Articles For the Week of March 22, 2021

ShepHyken

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. Forget Customer Experience. Forget Employee Experience.

2021 75

The Most Important Measurement In Business

Hyken

This is the first of a number of lessons I’ll be sharing from my newest book, I’ll Be Back: How to Get Customers to Come Back Again and Again. A few years back I wrote about the idea of measuring customer satisfaction versus customer behavior. We’re revisiting that topic with a fresh point of view.

2021 79

Why WPS Health Solutions Puts Member Experience First

Alida

WPS Health Solutions is a not-for-profit health insurance provider with a footprint that extends across the United States. Over its 75-year history, WPS has grown from a regional player in the Wisconsin market to become a leading force in the U.S. health insurance sector.

2021 130

There is a More Dangerous Pandemic Happening with No Vaccine

The DiJulius Group

5 Quick Tips to Help you Make Price Irrelevant 1. Customer Service Feature Story There is a More Dangerous Pandemic Happening with No Vaccine I was recently in Florida enjoying a few days of vacation and warm weather. One of the many things I have always loved about being at a vacation place is how.

2021 88

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!

Building an Intelligent IVR for More Predictive, Contextual, and Conversational CX

UJET

The IVR isn’t a topic that gets enough coverage. We gravitate to the shinier objects and tend to focus more on the agent experience, omnichannel, and artificial intelligence. Meanwhile, your IVR can be one of the biggest drivers of good vs bad CX.

2021 79

Customer Retention Strategies for Banks: Customer Experience is Key

ReviewTrackers

Bank Customer Retention: Why It Matters. You’ve probably heard this more than a dozen times: retaining a customer is so much cheaper than acquiring a new one. This holds true for banks and financial services providers, too.

2021 70

5 Rules for Making Customers Feel ‘Cared For’ and ‘Valued’

Beyond Philosophy

Customer emotions are essential in Customer Experience. Being deliberate about which emotions your experience evokes is critical, too. Today, we will take a deeper dive into making your customers feel “Cared for” with the 5 Rules for Making Customers Feeling Cared For and Valued.

2021 101

Four Themes Will Shape The Future Of Insurance

Forrester - Business Intelligence

The future of insurance is here. That’s my view and I am sticking to it. Insurers can no longer wait on the sidelines. You must get in the game. What game you ask? The game for who wins the hearts and wallets of tomorrow’s insurance customer.

2021 91

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!

The Podcast So Far This Season

Customers That Stick

The spring season of the Crack the Customer Code podcast is over halfway done, and we’ve had some amazing guests and discussions this season. Below is a recap of the episodes so far this season. Make sure to check them out on your favorite podcast player or using the links below.

2021 78

Understanding Your Customer Lifecycle in 2021

Totango

Today’s Customer Lifecycle Is Technology-driven. As the concept of the customer lifecycle has developed, understandings have changed under the influence of technology. If you search Google, you’re likely to find every other article giving a slightly different opinion.

2021 76

5 Tips to Build a World-Class B2B Customer Support Organization

Team Support

A customer can be very satisfied with the products and services of a company, but that doesn't mean they’ll remain loyal. Competitors can attract them by offering better customer benefits, including proactive customer support. Customer experience is decisive for both satisfaction and loyalty.

2021 66

Amazing Business Radio: Howard Tiersky

ShepHyken

The Customer Love Formula. How to Make Your Customers Love Doing Business with You. Shep Hyken interviews Howard Tiersky, Wall Street Journal bestselling author of Winning Digital Customers: The Antidote to Irrelevance.

2021 70

Customer Perceptions of the Community Experience

Speaker: Mike Ellis, Vanilla Forums Marketing Manager

What do your customers actually want? In a land of ever-changing customer behaviors and expectations, brands need to understand the experiences customers value the most, and how these can impact their business outcomes. Join us on May 26th at 12 EDT for an in-depth discussion led by Vanilla's Marketing Manager, Mike Ellis. Mike will walk you through this research and guide you on community usage in terms of the most valued customer experience aspects.

Guest Post: How to Make a Company Culture Video That Wins Your Customers’ Hearts

Hyken

This week we feature an article from Victor Blasco , CEO of Yum Yum Videos. He writes about how creating a company culture video helps your business to build stronger relationships with your customers.

2021 78

Digital Customer Success vs COVID – One Year Anniversary Recap

Totango

March marks the official one-year anniversary of the COVID-19 pandemic. Can you believe it has been a year?

2021 68

When Rolling Out New Services Make Sure You Set Achievable Expectations

Middlesex Consulting

In field service, achievable exceptions drive customer satisfaction. In 1988 Michael R. Mantell wrote a book “Don’t Sweat the Small Stuff…and it’s all Small Stuff.” Now we know that Mantell was wrong when it comes to Field Service. Here is the real story!

2021 78

Top Advantages & Disadvantages of Customer Feedback Surveys

ProProfs Chat

According to Vince Lombardi, it takes months to find a customer but seconds to lose one. Hence, customer satisfaction at every point of the customer journey should be the number one priority for any organization. Customer feedback is one of the easiest ways to understand customer satisfaction.

2021 52

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.

Best Technologies for Small Businesses

Win the Customer

Running and maintaining a small business is a challenge. Because of limited personnel and limited financial resources, small business owners often need to wear multiple hats to keep their business afloat like the use of another address for their mailbox company.

2021 102

Digital transformation in insurance: 4 tips for delivering instant policyholder service

Talkdesk

Insurers need to redesign business models to build their own digital transformation success story. Digital transformation has been top of mind in the insurance industry for quite some time now, but recent events have forced insurers to develop new ways of delivering value.

2021 55

Birdeye’s new podcast: The Modern Experience Marketer

BirdEye

Today Birdeye is officially launching its new podcast, The Modern Experience Marketer , designed with the multi-location marketer in mind.

2021 62

Empathy is a Powerful De-escalation Tool

Myra Golden

Many people are surprised when I bring up empathy in my de-escalation workshops. They’re looking for hard-hitting tools and frameworks to help them bring down the temperature in interactions with customers. But empathy? How does this soft skill fit in?

2021 70

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.