Sat.May 15, 2021 - Fri.May 21, 2021

5 Essential Steps for Customer Journey Mapping Initiatives


This is a guest blog post by Dhruv Mehta from Acquire. Before everything else, let’s begin with understanding what customer journey mapping is all about. What is customer journey mapping? Do you know what made Google Maps so popular?

What Is Omnichannel Customer Experience? Benefits and Best Practices


Tough times like COVID-19 have changed the general norms of business today. The new normal for the customers is to interact and shop with brands online. Having multiple channels to interact with customers is what the brands are striving for these days.


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The 5 Steps to Delivering What Customers Really Value in 2021


How leading businesses are creating value by ensuring that customers get value. Businesses are quick to talk about the value of customers, but don’t often think about value for customers. The truth, however, is that customers who get value, create business value in return.

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What is the difference between customer care and customer service?


An overview of customer care the role it plays in the overall customer experience. Articles

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Top 5 Reasons to Move to the Cloud

Hybrid or 100% cloud? The choice is yours. With comprehensive security, unmatched scalability, cost certainty, and guaranteed reliability, a cloud-based contact center solution will serve your customers 24/7 without the operational headaches and cost issues of an on-premise solution. Download Enghouse's eBook today and learn the top reasons you should move to the cloud!

7 New Technologies to Improve Customer Service in 2021


In the last few years, the customer service domain has experienced an awakening with the rising awareness of the benefits of delivering a good customer experience.

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More Trending

Top 10 Customer Service Acronyms to Use Every Day

Steve DiGioia

Great customer service. That’s what our customers want and that’s what we wish to provide. But it’s difficult remembering all the different steps to take to provide it. Thankfully, many have developed useful acronyms to help.

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Why customer care centers are your competitive advantage in 2021

Hello Customer

Organizations have multiple touchpoints which define their level of customer centricity. We think of touchpoints such as digital channels and salespeople, but many often forget the one that is perhaps the most important, the contact center.

042: Customer Bill of Rights: You Want Customer Loyalty? Be Brilliant at The Basics

The DiJulius Group

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy.

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The 11 Best Live Chat Tools for Customer Support

Help Scout

Sometimes customers want to talk to a live person. Maybe they’re not finding what they need in your help documentation, or they want to talk through an issue in real time, and email simply won’t cut it. Offering live support can really take your customer experience to the next level.

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Plugging Your Community Into the Customer Lifecycle

Speaker: Nichole Devolites, Customer Experience Expert, SecureAuth

Customer experience professionals understand the importance of both creating and maintaining easily available programs that improve CX. Nichole Devolites is joining us for a webinar on July 27th at 12 pm EDT to discuss how CX professionals can integrate and connect their communities with the customer lifecycle. Register today!

Lessons From a Change Maker

Heart of the Customer

It’s hard to overstate how much building an emotional connection with customers matters. According to the XM Institute, when the emotional experience is rated highly, 76% of customers are promoters. When it’s rated low, only 6% are.

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Amazing Business Radio: Robin Hills


The Role of Emotional Intelligence in Customer Service. Utilizing Emotional Intelligence Tools in Building Authentic Relationships. Shep Hyken interviews Robin Hills, Director of Ei4Change. They discuss the importance of emotional intelligence in customer service and customer experience.

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The #1 way to Teach your Employees to have incredible Customer Empathy

The DiJulius Group

The greatest customer service skill is empathy. The following is a (2 minute) video of a day in the life of a client of The DiJulius Group. I bet you can relate to many of the circumstances our clients are going through personally and professionally.

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Create Customer Passion and Loyalty by Remembering and Using Your Customer’s Name

CSM Magazine

Customer service expert John Tschohl outlines eleven key steps for successfully remembering and using your customers’ names to create memorable customer experiences, passion and loyalty. Very few companies remember and use their customers’ names.

2021 56

5 Reasons to Consider Managed Services for Cloud Contact Centers

Learn how cloud-based solutions and a managed services approach can reduce costs. Give your contact center the flexibility and scalability it needs to meet ever-changing demands!

How Retail and Ecommerce Brands Can Use Data to Combat Unpredictable Supply Chains


Supply chains, waistbands and family relationships - all things put under a far greater strain than would be preferable since March 2020. For the purposes of this article, we are just going to focus on the first one.

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The Customer Service Ritual that Takes Place at Every Meeting


Every Monday morning – or at least the first day of the week I’m in town – we have a team meeting. We begin each meeting with a ritual. We each share a Moment of Magic with the team. This is simply a positive experience we created for either a customer or team member at Shepard Presentations.

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The agency approach to feedback, search, and social


The digital environment has been evolving at a rapid pace, and it’s often difficult for location-based businesses to adapt. Marketing teams are often too focused on delivering great experiences across both physical and digital touchpoints to keep up with the latest social media and SEO trends. .

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Revealing the Human Side of the Shopping Experience – Webinar

CX Workout - Ideas Blog

In this webinar, Decooda’s Chief Insights Officer, Kirsten Zapiec, and IntelliShop’s Vice President, Greg Dale, demonstrate how to take insights and turn them into outcomes through effective mystery shopping integrated with imaginative questions.

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The Forrester Wave™: B2B Marketing Data Providers, Q2 2021

In our 24-criterion evaluation of B2B marketing data providers, we identified the 11 most significant vendors — Data Axle, Dun & Bradstreet, Enlyft, Global Database, InsideView, Leadspace, Oracle, SMARTe, Spiceworks Ziff Davis, TechTarget, and ZoomInfo Technologies — and researched, analyzed, and scored them. This report shows how each provider measures up and helps B2B marketing professionals select the right one for their needs.

What’s Next For Contact Centres That Moved to the Cloud During the Pandemic?

CSM Magazine

The global pandemic has accelerated digital transformation and ushered in a Cloud-Smart Era. Tom Goodmanson, CEO at Calabrio, reveals recent research results and shares ideas on how to harness the next level of strategic potential for new and existing cloud-based contact centres. .

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5 Top Customer Service Articles of the Week 5-17-2021


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. How to handle customer complaints?

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How to Monitor and Manage Product Engagement


Product engagement tells you how actively customers are using your product or platform. Tracking this alerts you to churn risks as well as upsell opportunities, empowering you to take appropriate action. You can measure product engagement by selecting key performance indicators.

2021 68

Why You Need Customer Support Software (and How to Get it for Free)


In today’s digital world, power rests with the consumer. With so much choice, consumers can jump from one brand to another quickly, and in most cases, easily. Competition is tough and loyalty is precarious.

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4 AI Hacks to Make Sales Teams More Efficient

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data. Read on to learn the four AI hacks sales teams need to improve their performance. Download the eBook today!

How Many Questions Should Be Asked in a Survey?

ProProfs Chat

“How many questions should I include in my survey?”. With limited survey questions, will I be able to collect enough information from my target audience?”. “Or, Or, will a large number of questions tire my customers and make them drop out of my survey?”.

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New CXone Branding for a New Era of Smart Customer Service

NICE inContact

With NICE, it’s never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud native customer experience platform, CXone, we’re a worldwide leader in AI-powered contact center software.

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5 Rules for Managing Your Customer Experience in Business-to-Business

Beyond Philosophy

This podcast is sponsored by Verint. Verint helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise.

2021 90

Want to Improve Customer Experience? Improve the Agent Experience First

CSM Magazine

Customer experience is more important than ever. As already-high customer expectations continue to evolve, businesses need to pivot rapidly to meet them. And with so much still in flux, that’s not set to change any time soon.

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Leadership Panel: Lessons Learnt from a Global Support Community

Speaker: Panel hosted by Adrian Speyer, Head of Community, Vanilla Forums

Are you struggling to support your global community? Or, are you not even sure where you should start. Establishing a global support community comes with many many questions. How do you encourage your customers to help others? What are the key metrics to measure? What are the biggest challenges? Our super panel consists of community leaders from around the world, each of whom, have experienced and overcome the challenges of a global support community. They are ready to share the trials and triumphs, and everything in between, on the road to a successful community.