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What the Subscription Economy Teaches Us About Kick-Ass Customer Experience
BlueOcean
OCTOBER 4, 2021
Once upon a time, we could count the number of subscriptions we had on one hand (the newspaper, a magazine or two, and that trusty gym membership).
October, 2021
How to Ensure Business Continuity in the UK Fuel Crisis
TechSee
OCTOBER 5, 2021
With drivers queued up for hours waiting for petrol and station after station simply out of fuel, Britain’s fuel crisis is making headlines.
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Be the Customer
Bill Quiseng
OCTOBER 10, 2021
As a customer service professional, you have been told by your supervisor to interact with all customers as if they are the customer persona. Of course, it is easier to have one of your customer personas. A persona is the general image of customer personalities.
Customer Service Week Day 3!
Myra Golden Media
OCTOBER 6, 2021
Oh, wow! Day 3 of Customer Service Week was fun! I shared ten super-energizers that are fantastic for Customer Service Week and beyond! If you missed the live event, no worries. We’ve got you covered with the replay below. Join us at 9am ET tomorrow live! Customer Experience Design
2021 CX Trends Report
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In this e-book, you’ll discover the origins of CX, the evolution into an actionable tool for customer feedback, and where the future of CX is moving towards.
Your Customers Don’t Feel Heard
Alida
OCTOBER 18, 2021
The pandemic has sparked immense change in consumer behaviour trends and so it should come as no surprise that consumer needs and desires have also shifted. But have brands adapted alongside their customer base? According to over 5,000 global consumers, clearly not enough. Customer Experience
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CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
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CX Day 2021: A Reflection on My Customer Experience Journey
BlueOcean
OCTOBER 8, 2021
As the Vice President of Client Services for Blue Ocean, I am fortunate to work with a wide variety of companies. Clients of all types turn to our company to make sure their customers receive a high level of service excellence.
How to Reduce Returns: 8 Tried & True Tactics
TechSee
OCTOBER 19, 2021
Product returns are a costly proposition for the vast majority of manufacturers and retailers. According to the National Retail Federation (NRF), consumers returned an estimated $428 billion in merchandise – approximately 10.6% of total U.S. retail sales – in 2020.
Guest Post: 6 Best Business Management Tips While Investing in Customer Experience
Shep Hyken
OCTOBER 22, 2021
Grey Idol is the marketing director at altLine by the Southern Bank, a trusted provider of invoice factoring and accounts receivable financing. He shares six ways companies and their brands can deliver an exceptional customer experience.
Interview with Pierre Leurquin, Digital, Data & E-Commerce Director at Christofle
GetFeedback
OCTOBER 20, 2021
Pierre Leurquin explains why Maison Christofle has selected GetFeedback to improve its digital customer experience. Customer Stories
Optimizing Your Customer Journey In 2021
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You know it’s important to optimize your customer journey, but you’re not sure which part of that journey to focus on. Customer interactions across multiple touchpoints mean it can be tricky to isolate a specific part that’s going to deliver the best results for you - and your customers. Creating a strong customer experience is now one of the most important priorities businesses focus on. Don’t be left behind. Time to take a customer first approach & start looking at strategies you can implement to optimize your customer journey. Download the guide today!
Learn How to Get Customer Feedback Easily and Efficiently
Totango
OCTOBER 7, 2021
Knowing how to get customer feedback can be tricky. First, there is the challenge of getting customers to share feedback. Customers who are upset will often spread their displeasure to others without ever telling you, while those who are satisfied may keep it to themselves.
Customer Service Week Surprise From Salesforce – Unboxing!
Myra Golden Media
OCTOBER 7, 2021
My son brought in an enormous box from Salesforce Service Cloud 360 full of goodies! Watch me unbox that surprise here. servicetrailblazers #customerserviceweek [link]. Oh, my gosh! This is amazing! . Customer Experience Design
The Evolution of Customer Experience in the Travel Industry
BlueOcean
OCTOBER 7, 2021
Few industries are quite like travel. Can you think of any other industry where anxiety is baked into the product or service?
How to Increase Customer LTV by Syncing Loyalty Data Into Your CRM Marketing
Optimove
OCTOBER 7, 2021
A Master's Guide to B2B: How Listening to Your Customers Can Grow Your Business
Speaker: Adam Dorfman, Head of Product Growth at Reputation & Michele Bettinazzi, Customer Experience Manager at PeakMade Real Estate
Improved marketing conversion, happy customers, and faster growth - that’s only three things that can be accomplished by just listening to your customers. Customer feedback is an extremely invaluable tool to keeping retention high, attracting new business, and improving the general operations of your business. The question is - how do you capture all this? Join Adam Dorfman, Head of Product Growth at Reputation & Michele Bettinazzi, Customer Experience Manager at PeakMade Real Estate, for this essential discussion on the ins and outs of brokering the optimal customer interaction.
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Guest Post: Customer Service Automation: A Quick Beginner’s Guide
Shep Hyken
OCTOBER 1, 2021
This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. He writes about what automated customer service can do for your business.
How two-way texting can help boost customer retention
BirdEye
OCTOBER 15, 2021
Attracting new customers is the obvious surface-level goal for any business. But, the reality is true growth is sustained by a focus on customer retention. Increasing customer retention by a mere 5% boosts profits by a whopping 25% to 95% ! So how do you go about increasing retention?
Are Customer Service Teams Ready for Winter?
CSM Magazine
OCTOBER 13, 2021
Winter always brings challenges to certain sectors. In healthcare, there’s an increase in seasonal colds and flus putting pressure on existing services; in retail, there’s meeting the demand of the Christmas season. This winter promises to be like no other.
10 Questions for B2B2C CX Leaders
Heart of the Customer
OCTOBER 14, 2021
This is the third in a three-part series that explores critical questions CX leaders should be asking – and able to answer. There is some overlap between issues and questions for B2C and B2B (covered previously) and B2B2C (covered here), but I’ve chosen to address each audience individually.
AI-Enabled Agent Quality Assessments Optimize Contact Center Performance
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Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!
How Device Intelligence Can Fuel Customer-Centric Decisions
Guavus
OCTOBER 18, 2021
When I think about how mobile devices have evolved over the last few decades, it is difficult to remember a time before connected devices were everywhere.
Benefits of Customer Experience
Zonka Feedback
OCTOBER 11, 2021
Customer Experience is a determining factor to the sustained growth of any business. A remarkable customer experience encourages brand advocacy, promotes customer loyalty, retains customers, improves customer acquisition rate, and reduces churn. Customer Experience
Old School Ideas Can Have Big Impact
Shep Hyken
OCTOBER 20, 2021
Many years ago, my daughter and I were in our basement, and she found an old typewriter. She looked at it with amazement and asked, “Dad, what’s this?” I explained it was what we used before computers and keyboards were invented.
5 Tips for Better Customer Success: Respond to Upset Customer Downgrades Effectively
Totango
OCTOBER 13, 2021
For effective customer success , respond to upset customer downgrades proactively. Just because a client downgrades, they don’t have to churn.
The Art of Community: Higher Logic & Vanilla Forums Super Forum!
Speaker: Keynote Speaker, Guy Kawasaki, Chief Evangelist, Canva
In its 12th year? Super Forum is the largest and most comprehensive conference for executives, community managers, marketing, membership, and customer success professionals who want to connect, engage, and create better customer and member experiences. And this year, we’re going even bigger as we add Vanilla’s highly regarded Conversations conference into the mix. Register today!
5 Steps To Providing Good Customer Service!
TeamSupport
OCTOBER 7, 2021
This week is Customer Service Week – an international celebration of the importance of customer service and of the people who serve and support customers on a daily basis.
10 Questions for B2B CX Leaders
Heart of the Customer
OCTOBER 6, 2021
This is the second in a three-part series that explores critical questions CX leaders should be asking – and able to answer. There’s some overlap between B2C, B2B, and B2B2C issues, but I want to address each audience individually. Last week, I covered B2C; next week I’ll address B2B2C leaders.
27 Helpful Customer Support Tools and Resources
Help Scout
OCTOBER 19, 2021
To get the most out of your customer service team, they need access to the right support tools and resources. Here are 27 to consider. Read the full article
Rybbon SurveySparrow Integration For Customer Reward Programs
SurveySparrow
OCTOBER 12, 2021
Who wouldn’t love rewards? As the world of businesses has wholly transformed into digital, it’s never been so critical to startle the most valuable ones with rewards and recognition at every stage of their experience journey.
Reaching Unreachable Candidates
Speaker: Patrick Dempsey and Andrew Erpelding of ZoomInfo
What is ZoomInfo for Recruiters? Find and connect with the right talent to fill roles fast with more data, basic search, advanced search, candidate and company profiles, and export results. Watch this On-Demand Webinar today to see how ZoomInfo for Recruiters can work to get your talented candidates results.
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