Sat.Jan 08, 2022 - Fri.Jan 14, 2022

Using Holistic Listening to Retain Employees—and Customers

InMoment XI

It’s popular to believe that COVID-19 created the unprecedented employee exodus we’ve all come to know as The Great Resignation.

2022 364

When It All Comes Down to Business, It’s “People First”

Bill Quiseng

For many years, there has been a stranglehold of the “Profits over People” mentality on business. Senior executives care about revenue dollars, market share, the stock price, bottom-line profits, even their competitors, more than their people.

2022 135

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Property Management Solutions: Visual Assistance Helps Homeowners And Tenants


Table of Contents: The need for property management solutions. Visual assistance for property management maintenance. Benefits. TechSee’s technology. The global housing management industry is thriving and expected to grow from $15.10 billion in 2021 to $28.21 billion in 2028 at a CAGR of 9.3%

2022 109

6 Customer Service Training Ideas for Improving Agent Engagement

Stella Connect

Customer service is one of the most significant differentiators between your brand and the competition, but its success solely depends on the performance of agents on the front lines — which is why your training program needs to include initiatives that improve agent engagement.

2022 78

How to Supercharge Your Customer Feedback Strategies with Messaging

When customers communicate with companies, they choose the channel for quickest response, even if it’s not their preferred channel. Read about this disconnect, the preference for human-assisted channels, and how messaging improves customer experience.

Three Steps Chevron Federal Credit Union Took to Reinvigorate its CX Program

InMoment XI

Stagnant NPS scores. Data silos. Slow response rates. Chevron Federal Credit Union realized it needed a change. As a not-for-profit, member-owned organization, Chevron Federal Credit Union’s mission is to provide the highest level of personalized service to customers.

2022 338

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Customers Are Changing. Are You Ready with The Next Best Thing is Customer Strategy?

Beyond Philosophy

The late Steve Jobs said at a 1997 Apple World Worldwide Developers Conference, “You’ve got to start with the Customer Experience first and work backward towards the technology.” ” Now, in 2021, this quote couldn’t be any more pertinent than it was nearly 25 years ago.

2022 119

Guest Post: How to Coach Your Contact Centre Teams to Drive High Performance

Stella Connect

Want to increase your contact centre team’s performance? Managers with high-performing teams use coaching approaches that their teams simply enjoy. In this guide we’ll share simple coaching best practices that will boost your team’s performance, especially after the holiday season.

2022 82

10 Things You Should Know About Providing Excellent Customer Assistance

CSM Magazine

Human interaction matters now more than ever, and according to pwc 82% of U.S. and 74% of non-U.S. customers want more of it in the future.

2022 79

ChurnZero’s 10 Customer Success Leaders to Watch in 2022


As the demand for Customer Success surges within SaaS, so too does the need for effective leaders to spearhead this expanding function and steer its strategy and success. Over the course of the pandemic, Customer Success has cemented itself as a central business driver of growth and profit.

2022 78

Should Loyalty Metrics Be Reassessed Post-Pandemic?

Two years later, CX pros wonder how the pandemic has changed customer expectations, and how their CX measurements should accommodate these changes. To find the answers we analyzed VOC data from a variety of industries. Download this eBook and learn what we discovered!

Don’t Leave Your Customers Stranded

Heart of the Customer

I rarely post about bad customer experiences I myself have endured. On a professional level, I note what’s going on – and of course, what the company should be doing differently! – but on a personal level, I understand these kinds of things happen and typically don’t let them get to me.

2022 85

Top 3 Ways to Calm Angry Customers

Myra Golden Media

I had an inspiring video meeting with a long-term client I started working with in 2018. My client is now at a new company, and she reached out for de-escalation training. It turns out I’m already working with her new company for de-escalation train-the-trainer.

2022 91

Keep Subscribers Coming Back with These Top 5 Omnichannel Campaigns


Imagine this: you’re a marketer who’s trying to sell a streaming service or social media platform to a goldfish. Sounds tricky, right? Considering the theory that’s been swirling around the past few years — that humans now have an eight-second attention span.

2022 87

The Smart Approach to Resolving Complexity in Contact Centres

CSM Magazine

Ross Daniels at Calabrio argues the case for ‘less is more’. Read on to discover three ways to resolve, rather than increase, complexity in contact centres. Contact centres have been investing in sophisticated, omnichannel technologies for well over a decade.

2022 67

How to Make Every Survey a Top Customer Experience!

We’ve all had surveys that we’d rather forget, but surveys are a critical element of your overall customer experience. Download this eBook and get the four key elements of a brand-building survey program. Use these tenets to help your surveys deepen your customer’s relationship with your brand.

Guest Post: Why Do So Many Companies Struggle to Connect with Customers?

Shep Hyken

This week we feature an article by Todd Zerbe Senior Vice President of Engineering at Avaya. He shares why a neutral experience is just as bad as a negative experience and what can turn a neutral customer experience into an amazing one. Think about your most recent customer experience.

2022 60

Media Agency Reviews Are Coming In 2022

Forrester Digital Transformation

Forty-one percent of CMOs will conduct a media agency review in 2022, because reaching and influencing customers and prospects is fundamental to success, yet engaging consumers has never been more complex.

2022 83

How the Key Account Management Process Feeds into KAM Software


Breaking down the key account management process and how KAM software can help. Key account management is an essential function of your organization. However, it can be extremely overwhelming to establish a process, but without one, you have no real way to track results and fix what isn’t working.

2022 73

Top 5 Omnichannel Campaigns for Turning Browsers into Buyers


While physical shopping carts seem to be growing emptier as a result of the global supply chain shortage, digital shopping carts are still filling up. In fact, U.S. ecommerce sales continue to increase — with online sales hitting $204.62 billion.

2022 80

Should Loyalty Metrics be Reassessed Post-Pandemic? And What About NPS?

How has the pandemic changed customer expectations and CX strategies? From several verticals and a wealth of VOC data, we share key insights and examine if NPS has the same predictive power. See how you should adjust your metrics!

5 Top Customer Service Articles of the Week 1-10-2022

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. A Nation on Hold Wants to Speak With a Manager by Sarah Lyall.

2022 64

Five Trends to Inform Your CX Strategy for 2022

CSM Magazine

Jason Grier, Reputation‘s executive vice president and chief customer officer, reveals the key trends that will inform your CX Strategy this year and beyond. It’s true that what really matters for businesses — the customer and building customer loyalty — never wavers in importance year to year.

2022 56

Designing Your Customer Success Executive Sponsor Program


Building a customer team can sometimes include trial and error. From your internal side, you need people on your team who understand the product, your customer’s goals, and what they are trying to achieve with your solutions.

2022 79

Improve your Google ranking with these 7 simple local SEO tips


Search Engine Optimization (SEO) is important in today’s world because the customer journey starts online. 81% of consumers conduct an online search before physically going into a store but only 25% of internet users ever even go to the second page of Google search.

2022 70

How to Design Your VOC Program for CX Success

What kind of reaction do you notice when “voice of the customer” is mentioned at your company? Chances are it conjures up some mix of frustration, anxiety, disappointment, confusion, or avoidance. That’s because today, most companies fail to get a real payoff from their voice of the customer (VOC) investment. Your VOC program needs to be carefully designed; this eBook will guide you with the 4 dimensions for true success. Download the eBook today!

CEO’s Guide to Growth Through Ease of Business & Ease of Work


CEO’s Guide to Growth Through Ease of Business & Ease of Work Lynn Hunsaker. Customer-centered management is straightforward business sense,” declared the first article 1 in this six-part CEO’s Guide to Growth series.

2022 62

4 Signs Your Contact Center is Ready for Digital Transformation

Upstream Works

The demands facing contact center systems are getting more complex and more varied than ever before.

2022 78

The Omnichannel Experience – What the Heck Does That Mean??

Shep Hyken

There is a term in the customer service world that is often misused or misunderstood. That term is omnichannel. I have had many conversations with clients about the omnichannel experience, and I’ve even shared content about it with our subscribers in the Shepard Letter and my videos.

2022 67

5 Actionable Tactics for Impeccable Social Customer Service

CSM Magazine

“Excellent customer service is the number one job in any company. It is the personality of the company and the reason customers come back. Without customers, there is no company.” – Connie Elder. Social media has evolved into a whole new world in itself.

2022 52

A Strategic Guide to Community Gamification

Does creating engaged customers and impacting CS objectives sound interesting? Learn more about how gamification can help your customer success team in our free eBook.