Sat.Dec 11, 2021 - Fri.Dec 17, 2021

InMoment’s Modern Market Research and Data Analytics Approach Ranks in Top 50

InMoment XI

In the latest 2021 Insights Association Top 50 Market Research and Data Analytics report, InMoment ranks in the top 20 established industry reports and market research or market experience (MX) brands, alongside other powerhouse brands such as JD Power, Gartner Research, and Forrester Research Services.

2021 386

Karen Hertzberg: Improving Customer Retention Through Great Customer Service

Bill Quiseng

Customer loyalty is not by offering discounts, upgrades, or subscriptions to repeat customers. Real customer loyalty is built on service so great that customers return again and again, raving to others along the way.

2021 139
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Always Available, Always Informed Service: How Chewy.com Proves They Care About Your Pet As Much As You Do

Customer Bliss

If you have a pet, it’s likely that you have become a “Pet Parent.” Your pet is a member of your family, and you seek out the best of everything for them. Most important, you want smart, knowledgeable people guiding you to the right food and equipment.

2022 Trends: Imagine the Future of Call Centers

TechSee

In the last few years, the customer service industry has been upended by a combination of new pandemic-driven ways of working, the growing trend of digital transformation, and the continuously rising bar for positive customer service experiences.

2022 119

Discovering Successful Scripting for Your Contact Center

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.

Employee Advocates: Their Role as Committed Company Assets, Active Communicators, and Key Contributors to Stakeholder Value

InMoment XI

T his article was originally published on CustomerThink. Whenever the subject of employee satisfaction and engagement arises, it is often difficult to differentiate between them.

2021 260

More Trending

Don’t Cut What Is Obvious to the Customer??

Shep Hyken

Last week I covered the concept of skimpflation. In case you missed it, the short definition is that skimpflation is the result of a labor shortage, some say due to The Great Resignation , and higher business costs that come from inflation and supply and demand issues.

2021 91

Customer Support Trends Every Business Needs to Know

Stella Connect

Long wait times. Impersonal interactions. Having to repeatedly call, email, chat, text, and even reach out via social media for help. It’s time for these types of frustrating customer experiences to become a thing of the past. Brands that don’t risk significant customer churn.

The New Retail Customer Experience: How Humans + Machines Optimize the Conversation and Outcomes

Uniphore

Today’s retail customers have higher expectations than ever—particularly when it comes to digital customer experience. Shaped by the global pandemic, which forced billions to adopt new shopping behaviors, customers are notably less patient, more demanding and more proficient online.

3 Customer Experience Ideas for 2022

Experience Investigators

It’s time to wrap up another year. 2021 was another strange, unpredictable, not-quite-back-to-normal trip. When it came to customer experience, leaders dealt with all sorts of changes and challenges. The introduction of vaccines led to some employees coming back to the office.

2022 83

2022 Contact Center Buyers' Guide

As contact center needs and pain points have evolved, so have contact center buying processes. This guide focuses on the key areas that contact center leaders should address to help achieve their operational and financial goals, including what questions to ask to drive optimal performance.

The Psychology of the Word “Because” to Get Customers to Accept Your Word As Final

Myra Golden Media

For help de-escalating with customers, check out my De-escalation Academy. Research at Harvard showed us the power of the word “Because.” ” The experiment had people ask to cut in a line of people waiting to use a copy machine.

2021 104

Expert perspective: How to level up your voice of customer program

NICE inContact

Imagine having a gold mine in your yard and never venturing out to dig up some nuggets. Customer Experience Contact Center Management NICE CXone

2021 81

Uniphore Collaborates with Cisco to Enable Better Customer Experiences

Uniphore

Uniphore joins Cisco SolutionsPlus Partner Program PALO ALTO, December 14, 2021 – Uniphore, the leader in Conversational Automation, announced today that it has joined Cisco SolutionsPlus, an industry-leading partner program that helps enterprise buyers design and implement complete end-to-end customer solutions.

2021 87

What’s the True Cost of Your In-House Customer Service Program?

Advantage Communications

Organizations that want to offer a superior customer experience and first-class customer face a choice, they can either manage it in house or they can outsource their customer service program to a specialized contact center. Customer Service Trends

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.

How to Build Customer Loyalty During the Holiday Season

Totango

The holidays give you a unique annual opportunity to build goodwill with customers that can last all year and promote long-term loyalty. Because of this, knowing how to build customer loyalty during the holidays greatly strengthens your ability to cultivate stronger relationships with your customers.

Distinguishing Your Brand In A Hyper-Competitive Marketplace

Doing CX Right

Scott McKain, Hall of Fame Speaker & "Iconic " author, reveals how to create distinction to attract & retain customers and employees too. The post Distinguishing Your Brand In A Hyper-Competitive Marketplace appeared first on Doing CX Right. DoingCXRight®?

2021 95

5 Top Customer Service Articles of the Week 12-13-2021

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.

2022 66

The Best Customer & Employee Experience Content of 2021

The DiJulius Group

The results are in! The DiJulius Group’s top customer service blogs, podcasts, and videos from 2020 are listed below. I recommend sharing this with your entire team.

2021 92

How to Inspire and Empower Contact Center Agents Through Collaborative Coaching

Speaker: Kate Nasser, The People Skills Coach™

Collaborative coaching truly guides agents to connect authentically to customers better each time. Join Kate Nasser, The People Skills Coach™ & Author of Leading Morale to understand how call center agents get the most out of collaborative coaching.

How Customer Success Software Benefits Your Sales, Marketing, and Product Teams

ChurnZero

When the responsibilities of Customer Success are confined to a single department, your Customer Success efforts become like a drop in the ocean. No matter how hard you work, how much water you pour in, the ocean is too big for you to make a transformative impact on your own.

2021 80

How Voice of Customer Software Improves Account Management Efficiency

Kapta

Even when you have a team of all-star key account managers, you need replicable business processes that everyone on the team can understand and follow. This consistency doesn't just help your account managers have a framework for doing their job well.

CSM Renewal Survey Strategy

ClientSuccess

Often, CSMs get into the customer success space because they like the excitement of working with customers or the challenge of helping users through their day-to-day problems. One area in the customer success lifecycle where some CSMs tend to get nervous is renewal conversations.

2021 87

Guest Post: How to Make the Most of Another Unprecedented Holiday Season

Shep Hyken

This week we feature an article by Kiel Harkness, Head of Global Marketing and Business Intelligence at UPS Capital®. He writes about how SMBs can make the most of the holiday season by investing in proper protection.

2021 66

Sustaining Employee Engagement in the Contact Center

Speaker: Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC

Join Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC, for best practices and leadership strategies to fortify an economy of compassion and genuine empathy in the contact center.

ChurnZero Establishes New European Headquarters to Support Global Growth

ChurnZero

Customer Success software provider, ChurnZero, announces plans to open a new office in the Netherlands to support global expansion efforts in 2022.

2021 82

32 Best NPS® Tools for 2022

Zonka Feedback

NPS Survey Tools enable you to create, distribute, manage quickly and analyze NPS Surveys. These tools are seamlessly integrated with your business tools and give you responses and reports in real-time. Customer Experience

2022 83

2022: The Year of Data Integration

Heart of the Customer

Late last year, I predicted that 2021 would be The Year of Data. And while it’s against my nature to say I told you so…boy, did I nail that one! That said, I also forecast that Mall of America wouldn’t last five years, so my predictions aren’t always that good.)

2022 78

Fast Food vs. Fine Dining in Customer Service

Help Scout

What can customer service professionals learn from Geraldine DeRuiter’s review, 'Bros., Lecce: We Eat at The Worst Michelin Starred Restaurant, Ever'? Read the full article

2021 74

How to Leverage AI to Drive A Better Human Experience for Your Customers

Speaker: Adam Cutler, Co-Founder of IBM Design, IBM Distinguished Designer, AI Design

AI is about helping us be the best version of ourselves. When will AI comprise the whole CX sector & people won’t connect with real customer concerns? Join Adam Cutler, Co-Founder of IBM Design, to learn why it’s quite the opposite.