July, 2021

10 Tips for Building a Successful Insight Community

Alida

How would you describe a digital insight community and its value to your organization? At Alida, we define a digital insight community as a customer engagement platform you can use to uncover agile, actionable insights from the right people at the right time—at scale. And how do we know?

2021 130

Overcoming the Challenges of Medical Device Support

TechSee

In the medical technology field, manufacturers must provide medical device support for their products across a wide range of settings, including hospitals, urgent care centers, physicians’ offices, nursing homes, mobile units, and even individual homes.

2021 109
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The Shortest Customer Service Keynote Speech Ever!

Shep Hyken

I’ve written about today’s topic before. The idea I’m about to share is really common sense. Even if you didn’t read my past articles or watch my videos about this, you still know and understand it. Yet, it’s worth bringing up again, as I have a new twist on it.

2021 83

Create Your CX Charter with These 6 Questions

Experience Investigators

Customer experience (CX) programs often begin with an idea and a dash of sincere enthusiasm…and little else. To arrive at real outcomes, CX programs depend on cross-functional leadership to turn words and ideas into actions. But what is that cross-functional team supposed to do, exactly? .

2021 72

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!

Building a Customer-Oriented Company: Strategies & Examples

Help Scout

Being “customer-oriented” boils down to one idea: helping people. As simplistic as it sounds, this ethos is the key to making it work as an organization.

2021 60

More Trending

Customer Experience for Insurance Providers Requires a Human Touch

Alida

Eighty-five percent of insurers are deploying customer experience (CX) initiatives throughout the customer journey, according to an IBM study. Yet, 42% don’t fully trust their insurer. So, why aren’t current CX efforts building trust?

2021 130

Change Management, Not “Bribes,” Improves CX

Heart of the Customer

This post picks up where last week‘s left off… In giving bonuses based on overall survey results, companies are assuming that 1. teams actually know what to do in order to improve customer satisfaction and 2. they won’t do it unless incented to.

2021 88

Amazing Business Radio: John Ball

Shep Hyken

The End-to-End Customer Experience. Improving CX through Customer Workflows. Shep Hyken interviews John Ball, the Executive Vice President and General Manager of Customer Workflows at ServiceNow.

2021 64

Embrace Multi-Channel Messaging for High-Quality Customer Service

CSM Magazine

With brands facing increasing competition for the attention of consumers, providing the best possible customer service has never been more important. Not only is it vital to keep customers informed, but it is also critical that businesses make it as easy as possible for consumers to reach them.

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!

Is Customer Experience Really The New Marketing? Join The debate!

Beyond Philosophy

In a discussion that echoes the age-old chicken vs. egg conversation sentiment, we engaged in a debate. After meeting a fellow Customer Experience proponent on a new social media platform called Clubhouse, we invited author and speaker Stacy Sherman to debate.

2021 95

Understanding Customer Success: Growth Driven by the Customer-Centered Economy

Totango

Strategy for customer success growth has changed as commerce has gone digital and big data has made marketing and sales customer-centric. In the old days, growing your business was easy. Tell people about your business, get them in the store, sell them things, then look for more customers.

2021 62

The Ugly Truth: Surveys Alone Aren’t Enough

Alida

Surveys have long been the backbone of getting to know customers. They’ve been seen as a relatively easy and inexpensive way of collecting feedback—and for the most part, they are. But the ugly truth is, sometimes traditional surveys can be long—and let's be honest—boring.

2021 130

Why Do Bonuses for NPS Scores *Seem* Wise?

Heart of the Customer

I’ll get right to the point: Change management is cheaper than bribing employees. It’s more effective, too. The CEO of a client organization recently asked us about offering a bonus tied to their Net Promoter Score (NPS).

2021 88

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!

Guest Post: How To Keep Your Customers Attention With Great In-Store Experience

Shep Hyken

This week we feature an article by Daniel Bishop, the assistant editor and marketing consultant for ReallySimpleSystems. He writes about creating a better experience for customers when they come into a store. We all know that the retail landscape changed massively in 2020.

2021 60

The Age of Online Communities: How to Create Branded Communities and Why You Should Bother

CSM Magazine

Henry Spitzer, VP of Sales at Lusha explains how community building is a powerful and cost-effective way to increase retention by creating a central destination for users to find support, advice and best practices. The Bare Basics.

2021 52

3 Ways Employee Disengagement Is Hurting Contact Centers

Jacada

Employee disengagement is rampant in contact centers. Imagine a fire department where two-thirds of the firefighters on duty weren’t ready to respond to a call. How about a restaurant where two-thirds of the wait staff weren’t talking to patrons.

2021 52

How to Structure Your Customer Success Team

Totango

What makes a sports team successful? Excellent athletes who work together on both offense and defense to win the game. A good pitcher alone won’t win a baseball game.

2021 62

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.

5 Steps to Building a Seamless Customer Experience

Alida

A seamless customer experience gets delivered when you answer the questions your customer is asking. It’s as simple as that. Getting there, however, takes a lot of work. Customer Experience

2021 130

Do the CX Buttons You Push Matter?

Heart of the Customer

Research from CustomerThink, Forrester, Pointillist, and the XM Institute agree: Few CX programs can prove that their work matters to business outcomes. This reminds me of a story from my college days.

2021 83

5 Top Customer Service Articles of the Week 7-19-2021

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. Should the Chief Experience Officer Cease to Exist? by Mary Drumond.

2021 63

The Curse of Knowledge Can Derail Innovation

Customer Enthusiast

I heard a story on the Manager Tools podcast that stuck with me. In the late ‘70s the chairman of Sony Corp., Akio Morita, noticed a lot of young people walking around carrying a boom box on their shoulder during a visit to New York City.

Every Customer Experience Deserves a Silver Lining

Cloud-based technology approaches are quickly proving to be a clear winning strategy for companies large and small. Read this report to find out how you can leverage a cloud contact center to deal with unexpected demand, reduce costs, and deliver exceptional customer experiences.

Why Contact Centers Should Test Bi-Directionally for Voice Quality

Cyara

According to this recent Qualtrics study that examined more than 2,000 consumers, 100 contact center agents, and thousands of customer journeys, it only takes one interaction with a contact center to change how 78% of consumers feel about a company… permanently. That’s it. A single interaction.

Measuring Customer Loyalty: 5 Ways to Track It

Totango

Measuring customer loyalty gauges the strength of your client relationships, helping you predict and manage performance. Loyal customers are likely to buy from you again and refer you to others, increasing your revenue.

2021 62

How to Embrace Changing Customer Behaviors & Drive Retail Growth

Alida

While you’ve been focusing on driving sales, rising above competitors, and keeping up with market volatility, you’ve missed something significant: A lot of unknown buyers—or potential buyers—have been coming and going on your digital properties. Customer Experience Retail

2021 130

These 20 Empathy Statements Will Straight-up Make You a Customer Service Boss!

Myra Golden Media

Download the empathy statements PDF and practice your first five empathy responses to customers. Grab your empathy sheet! Customer Experience Design

2021 62

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.