Sat.Mar 13, 2021 - Fri.Mar 19, 2021

Storytelling for innovation


If your strategy includes a new service, product, or platform, one of the best ways to get started is not with a story at all! Instead, it’s with a well-designed experience that adds value to your customers, engages your employees, then benefits the bottom line.

2021 63

Does Automation Make Customer Service Smart?

CSM Magazine

Poor customer service and perseverance in long waiting loops – what we have begrudgingly accepted as the norm can be changed with the help of modern AI software.

2021 67

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Don’t Leave Your Customers in the Dark!

Heart of the Customer

At Heart of the Customer, we work across many different industries – in the past six months alone, we’ve partnered with life insurance, SaaS software, healthcare delivery, property and casualty insurance, non-profits, and staffing enterprises.

2021 91

How to Care More About the Customer Than the Sale


It seems that most of the companies that customers love to do business with have something in common. They focus more on the customer than they do the sale. Sure, they want to make the sale, add more revenue and get higher ratings. What company doesn’t want that?

2021 132

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.

Visual Transformation in Telecom: Endless opportunities


If there’s one feeling consumers have grown familiar with in their dealings with the telecom industry, it is – by all accounts – frustration. There’s just something about waiting for the cable guy to show up some time between noon and 6 p.m.

2021 145

More Trending

PPP loan forgiveness: How our customer Upside Financial is supporting SMBs


Small and midsize business owners deserve PPP support in their corner. The covid pandemic mandating regional lock-downs and stay-at-home orders had a devastating effect on small and midsize businesses (SMBs)—the lifeblood of the U.S. economy—and when small businesses hurt, the whole economy hurts.

2021 89

5 Top Customer Service Articles For the Week of March 15, 2021


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.

2021 72

Visual Technology in Telecom: Endless opportunities


If there’s one feeling consumers have grown familiar with in their dealings with the telecom industry, it is – by all accounts – frustration. There’s just something about waiting for the cable guy to show up some time between noon and 6 p.m.

2021 109

How to Easily Build Rapport & Engage with Every Customer

The DiJulius Group

5 Quick Tips to Help you Make Price Irrelevant 1. Customer Service Feature Story How to Easily Build Rapport & Engage with Every Customer By Jess Pischel, Customer Experience Consultant and Dean of CXE Academy Many experts have been predicting that we are seeing the “End of Retail”.

2021 68

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!

Understanding the B2B Customer Journey and How It Differs from B2C


The B2B customer journey resembles the B2C experience in many ways, but there are also some important differences. In this article, we’ll look at the B2B vs. B2C customer journey to see what’s the same and what’s different. We’ll cover the basics of: Customer journey mapping.

2021 76

Guest Post: Brilliant Advice for Women Breaking into CS Leadership Roles


This week we feature an article from Kaila Krayewski , Managing Director at Archipelago Communications. She introduces a few female customer service speakers and shares their advice for women pursuing leadership roles in CS/CX.

2021 73

What is Customer Effort and How Does Contact Center AI Impact it?

NICE inContact

In these days of over-the-top service examples, sometimes we lose sight of the fact that many people just want their problems solved with very little effort on their part.

2021 72

PPT Solutions Announces Promotion of Scott Prater to Senior Vice President of Technology Solutions

ppt solutions

TULSA, OKLAHOMA, March 15, 2021 – PPT Solutions, a premier provider of client-centric, performance-based Customer Experience and Contact Center Consulting Solutions, announced today the promotion of Scott Prater from Vice President to Senior Vice President of Technology Solutions.

2021 83

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!

How Improv Comedy Has Made Me a Better Community Manager


When I tell colleagues that I perform improv comedy, I usually get one of the following responses: Blank stare (could be horror, I’m still not entirely clear) Oh cool!

2021 82

Amazing Business Radio: Neil Baum


A Prescription for Excellent CX. Customer Service Lessons From the Disney of Healthcare. Shep Hyken interviews Neil H. Baum, MD , Professor of Clinical Urology at Tulane Medical School in New Orleans, Louisiana.

2021 71

How Employee-Centricity is the Foundation of a Customer-Centric Organization


By Heather Rollins, Vice President of Human Resources at Alchemer. It’s been a year since we closed our office in Boulder and sent everybody home. Over the last 12 months, everything about the workplace has changed.

2021 70

Customers Do Not Need a Big Blow Up to Break Up with You

Russel Lolacher

It doesn’t need to take much for a customer to break up with your business, go to your competition and never use your service or product again.

2021 63

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.

The Independent Pharmacy Optimises Their Customer Experience with Mapp and Fresh Relevance

CSM Magazine

The Independent Pharmacy , a CQC regulated online pharmacy and doctor offering advice and access to hundreds of medicines in the UK, has partnered with Mapp and Fresh Relevance for omnichannel personalisation and marketing automation.

2021 52

How to Level-Up the CX Program at Your Growth Stage Business


You’ve been using Net Promoter Score in all the right ways, and now you’re looking to advance your CX program. Fear not, you’ve come to the right place! The next level of CX for Growth Stage companies focuses on a few key things: Taking a more holistic view of the entire customer journey .

2021 52

How Responsiveness Decreases Customer Churn


It’s been found that companies lose $1.6 trillion per year due to customer churn, which is a staggering statistic. It’s even more appalling because there’s a lot that organizations can do to prevent such churn and revenue loss.

2021 62

6 Tips to Streamline Customer Support Ticket Management


Ticketing software is used to record and track customer support requests. It offers features that enable users to prioritize requests, automate workflow and the assignment of tasks, and monitor the progress of requests as they make their journey through the support procedure.

2021 71

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.

Making the Move to Cloud in Contact Centres: 3 Key Questions to Ask

CSM Magazine

As organisations look to future-proof customer experience they are reviewing their contact centre strategies with many turning to cloud-based technology for all-round agility. Magnus Geverts at Calabrio shares his top tips for a smooth and successful transition to a cloud-first approach.

2021 52

4 Steps for Businesses to Take Now to Meet Consumer Expectations Post-Pandemic


Introduction. When thinking about preparing your business for post-pandemic, it’s interesting to reflect on the fact that we will all be post-pandemic consumers.

2021 62

6 Metrics Chief Customer Officers Care About & How to Impact Them


The C-suite executive responsible for an amicable relationship between the customers and the organization is the Chief Customer Officer (CCO). A few decades ago, a role like this might have elicited some laughs or even plain derision, but things have changed drastically.

Customer Experience Strategies: What is Rich Messaging?

Advantage Communications

The time that US users spend on their mobile phones is continuing to grow. According to TechCrunch , Americans spend about five hours per day on their cell phones. 92 percent of this time spent on apps like social media, messaging and entertainment - with just 8 percent spent on a web browser.

2021 56

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.