Sat.May 14, 2022 - Fri.May 20, 2022

Interviews Aren’t Dead: How B2B Companies Can Learn More from Their Buyers

InMoment XI

B2B purchasing decisions are complex. They’re financial. They’re political. But more than anything—they’re unpredictable. While B2B firms have more systems in place than ever to predict sales outcomes, they’re still blindsided when prospects choose another vendor. But it doesn’t have to be that way!

2022 356

Understanding Call Center Occupancy in the Contact Center and How To Optimize It

TechSee

In today’s age of customer-centric service, call centers must deliver quick answers, short hold times, and the ability to speak to a live representative on demand. How can Management ensure their call centers are up to par?

2022 109
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Sharing our gratitude as Solvvy officially joins Zoom

Solvvy

Gratitude. It’s been a hallmark of our culture here at Solvvy these last few years and today is a day we have so much to be especially grateful for!

2022 105

Enthuse Your People to Delight Customers with The Revelation Conversation.

Bill Quiseng

Business leaders are happy because their customers are satisfied. But that’s not good enough. Customers feel that service is good, not better, just average. Nobody raves about average. And satisfied customers will leave once they find something better or less expensive.

2022 83

How eCommerce Fits Into Retail's Post-Pandemic Future

Retail’s post-pandemic future: Are you prepared? Download this article by Harvard Business Review (brought to you by GetFeedback) to find out why the future success of retailers will ultimately depend on creating a cohesive customer experience, both online and in stores.

I Buy, Therefore I Am: The Psychology Behind Why We Choose Our Favorite Brands

InMoment XI

What do the shoes you wear, the coffee you drink, and the car you drive say about you? In what ways do your favorite brands help create your personal brand? How do they contribute to fulfilling your individual needs? And how do your shopping dollars help craft—and confirm—your personal identity?

2022 351

More Trending

Breaking Silos and Harnessing Data to Improve Customer Experiences

Doing CX Right

Celia Fleischaker, CMO at Verint, explains how to elevate relationships and customer engagement across channels from marketing, and sales to customer service and support by breaking silos and improving inefficiencies.

2022 74

Answer the Question the Right Way?

Shep Hyken

Sometimes a customer asks a question, and then either doesn’t understand or like the answer. And sometimes, it’s more than just a misunderstanding or a breakdown in communication. Maybe it’s because the employee doesn’t want to take the time to answer the question correctly.

2022 86

2022 EX Trends: The Top 2 Things Employees Must Have in Their Next Job

InMoment XI

Even if you don’t work in the HR space, you’ve probably seen the term “The Great Resignation” cross your news feed at least once (or 100 times, more likely).

2022 337

A Comprehensive Guide to Live Chat Software

Comm100

Customer service expectations have never been higher. Thanks to the development of technology, consumers expect fast, accessible, and accurate support all day, every day. The burden now firmly sits with organizations of all sizes and industries to match these expectations – or lose out on business.

2022 73

Customer Preferences: How Community Can Deliver a Simplified Experience

Your customers want a simplified customer experience. Make sure you give it to them with community. Download the whitepaper to learn more!

How to get more reviews using a Google review service

BirdEye

If you want your business to have a well-established online presence, you need to consider the weight of Google reviews on your ranking and reputation. Reviews are a way to grow your business digitally, both in how you rank on Google and how customers rate and review your products.

2022 73

5 Key Elements to Consider When Looking To Improve Customer Service

CSM Magazine

Improving your customer service can have a whole range of benefits to your business. But which elements should you focus on? Here are 5 key areas of customer service you should consider improving. Email. Are your email addresses easy to find online or on customer documents?

2022 87

How to Eliminate Friction in Your Customer Journey

InMoment XI

What Is Friction in the Customer Journey? When most folks think of friction, they probably think of middle school science class. But if you’re a customer experience professional, “friction” is probably a term you’ve heard whenever your teammates talk about reducing customer churn.

2022 395

Five Best CRMs for B2B Sales in 2022

Totango

Wondering what is the best CRM for B2B sales? Well we’re here to help with our guide to the best CRMs for both small businesses and enterprises in 2022.

2022 75

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.

CX Mission Moments: 3 Ways to Turn Words into Actions

Experience Investigators

There are few things more powerful than a well-crafted Customer Experience Mission Statement. After all, a mission drives everything else. A Customer Experience Mission Statement defines how you as an organization show up for your customers, no matter what.

2022 85

The Sales Engagement Landscape And The Case For The Single Pane Of Glass

Forrester Digital Transformation

Sales engagement platforms are playing a leading role in optimizing and improving sales and revenue development, operational efficiency, and outcomes. These platforms and their insights are enabling revenue teams with a single pane of glass to work from.

2022 80

West Monroe’s Quarterly Executive Poll—Q2 2022

West Monroe

A lot can change in a quarter or two—a lot. That’s what executives proved in West Monroe’s latest quarterly executive poll. At the end of last year, Covid’s effects were waning, travel was increasing, and 2022 looked like a comeback year.

2022 82

6 Tips to Help Improve Your Team's Customer Service Skills

Helpware

When strategizing to retain and acquire new customers, you may not consider upgrading your team's customer service skills. Not prioritizing this improvement can be a major mistake.

2022 69

The CX Leader Handbook

Whether you’re just starting your CX career or looking to change roles, our CX Leader Handbook is for you. Grab your free copy to learn how to find the right job, thrive as a leader, and strategically plan for the future.

Amazing Business Radio: Dan Cockerell

Shep Hyken

Creating a Company Culture –. The Disney Way. Reinforcing Behaviors that Shape Your Organization’s Culture. Shep Hyken interviews Dan Cockerell , Walt Disney Company VP for 26 years and owner of Cockerell Consulting Group with his wife, Valerie.

2022 62

Global Accessibility Awareness Day 2022: What’s Changed In Our Four Years Covering This Space

Forrester Digital Transformation

On Global Accessibility Awareness Day this year, learn what’s changed in digital accessibility over the past four years. Read more. Accessible Design customer experience experience design (XD) user experience (UX) promoted

2022 82

Why Unhappy Customers are a Gift

Middlesex Consulting

Has the number of unhappy customers calling into your business increased?

2022 78

Customer Journey Mapping Examples

Heart of the Customer

I’m often asked for customer journey mapping examples – where are organizations using journey mapping that is truly driving change. Of course, the results vary significantly depending on the selected business problem, journey, and customer selected – three of our five questions.

Should Customer Marketing Align with Customer Success?

With outcomes and metrics that align directly, find out why customer success should be the foundation of a customer marketing strategy. Download the free ebook now!

Guest Post: Why Should Your Customer Service Team Care About NPS?

Shep Hyken

This week, we feature an article by Simona Benetinová, content manager at Nicereply , a company that helps organizations, of all sizes, provide outstanding customer service. She writes about customer loyalty and why your team should care about your brand’s Net Promoter Score.

2022 64

Startups’ top priority in 2022: Nailing the customer experience

delighted

Post contribution by Caleb Elston, CEO and Co-founder of Delighted.

2022 74

Most failing CX programmes use NPS as a metric. but NPS isn't the problem

MyCustomer

Loyalty Poor CX leaders use NPS - but NPS isn't the issue

2022 93

Q&A recap | The CSM journey: How to carve your Customer Success career path

ChurnZero

Are you a CSM thinking about your next career move? You might be wondering what that promotion looks like and what it takes to land it. With some forward-thinking and career mapping, you can quickly identify the skills and the steps needed to advance from individual contributor to manager.

2022 70

The Ultimate Guide to Customer Service in 2022

The top three 2022 priorities for Customer Service teams to thrive in this new era of customer experience.