May, 2022

5 Simple Steps Retailers Can Take to Build Stronger Relationships with Customers

InMoment XI

Customer loyalty has become more elusive in the past few years. As customers seem to shop solely based on the best deal, it can be difficult to build customer loyalty in retail, which leaves many brands wondering if customer loyalty is even worth the effort.

2022 415

How Indigo Gets Rapid Customer Feedback to Test Product Concepts

Alida

Indigo is Canada’s leading book and lifestyle retailer, offering a curated assortment of books, gifts, baby, kids, wellness, and lifestyle products that support their customers every day and at key life stages by simplifying their journey to live life on purpose.

2022 158
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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

Be a Zero Risk Company with a Great Customer Loyalty Strategy: Screw Up First

The DiJulius Group

One of the key characteristics of the top customer experience brands in the world is that they are ‘Zero Risk’ to do business with. A Zero Risk business isn’t one that never makes mistakes; every excellent customer service company drops the ball from time to time.

2022 99

How to Supercharge Your Customer Feedback Strategies with Messaging

When customers communicate with companies, they choose the channel for quickest response, even if it’s not their preferred channel. Read about this disconnect, the preference for human-assisted channels, and how messaging improves customer experience.

Six Best Customer Engagement Platform Tools for Onboarding in 2022

Totango

Choosing the best customer engagement platform for your needs can make a massive difference in the success of your SaaS business. Knowing how your customers feel and what they’re thinking is essential for their satisfaction and your revenue growth.

2022 89

More Trending

The Importance of Employee Loyalty in the Workplace

InMoment XI

We all know that employee loyalty is important , but oftentimes we forget how employee loyalty is connected with customer loyalty and how loyal employees contribute to the success of the entire business. Profit and growth are stimulated primarily by customer loyalty.

2022 323

Everyone Deserves a Compliment??

Shep Hyken

I was on a flight to a city I can’t remember, but what I do remember was the wonderful flight attendant, Bailee from American Airlines, who enthusiastically greeted me with a smile and said, “I like that hat!” I was wearing a baseball cap with the St. Louis Blues Stanley Cup Championship logo.

2022 93

All You Need to Know About CSAT To Drive A Better Customer Experience

TechSee

There’s more than one reason for customer dissatisfaction – but basically, it boils down to understanding and meeting customer expectations. Definitely something companies strive to avoid.

2022 109

Knowledge Hubs for the Digital Transformation of Citizen Service

eGain Blogs

In a consumer survey we conducted during the pandemic, 57% of those surveyed reported getting different answers for the same question when they contacted a government agency through different channels and touchpoints.

2022 77

Should Loyalty Metrics Be Reassessed Post-Pandemic?

Two years later, CX pros wonder how the pandemic has changed customer expectations, and how their CX measurements should accommodate these changes. To find the answers we analyzed VOC data from a variety of industries. Download this eBook and learn what we discovered!

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 78

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 72

3 Tips for Insurance CX Programs Looking to Collect Valuable CX Data

InMoment XI

Insurance brands have a unique set of challenges to overcome in order to find the valuable customer experience (CX) data they need to improve experiences.

2022 337

Amazing Business Radio: Devin Poole

Shep Hyken

Customer Service and Issue Centricity. Empowering Customer Support Agents with Data. Shep Hyken interviews Devin Poole, Senior Director of CX Strategy at Dixa , the groundbreaking conversational customer service platform.

2022 85

How to Make Every Survey a Top Customer Experience!

We’ve all had surveys that we’d rather forget, but surveys are a critical element of your overall customer experience. Download this eBook and get the four key elements of a brand-building survey program. Use these tenets to help your surveys deepen your customer’s relationship with your brand.

How to Reduce Customer Effort and Increase Customer Satisfaction?

Zonka Feedback

Customer service has become indispensable for not just ensuring customer satisfaction but also for earning customer loyalty and building a positive brand image. Therefore, brands all over the world need to excel in their customer service. Customer Feedback

2022 83

Mistakes to Avoid When Selecting a CS Platform: Not Thinking of Customer Success as a Team Sport

Totango

Selecting the right customer success platform for your organization can be challenging. To help you navigate the process, we’ve developed a four-part blog series about the mistakes you should avoid when choosing a CS platform.

2022 90

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

Our Winning Company Culture

Solvvy

We’re proud to share that Solvvy was recently recognized for its culture and values by some great organizations.

2022 96

Should Loyalty Metrics be Reassessed Post-Pandemic? And What About NPS?

How has the pandemic changed customer expectations and CX strategies? From several verticals and a wealth of VOC data, we share key insights and examine if NPS has the same predictive power. See how you should adjust your metrics!

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 325

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 84

Effects of Reducing Customer Effort Score

Zonka Feedback

Customer Service is an integral part of the overall Customer Experience. No matter how good your product is, there will be some instances when your customers will need you to serve them well. If you provide a great service to your customers, their overall experience improves to a large extent.

Customer Health Score: A Guide to Improving Client Satisfaction

Totango

Customer health score is one of the fastest and easiest ways to assess whether your SaaS customers are satisfied with your product and brand. Knowing this can help you evaluate churn risk and spot opportunities, empowering you to take appropriate action.

2022 98

How to Design Your VOC Program for CX Success

What kind of reaction do you notice when “voice of the customer” is mentioned at your company? Chances are it conjures up some mix of frustration, anxiety, disappointment, confusion, or avoidance. That’s because today, most companies fail to get a real payoff from their voice of the customer (VOC) investment. Your VOC program needs to be carefully designed; this eBook will guide you with the 4 dimensions for true success. Download the eBook today!

The Importance of Customer Self Service Portal

Kayako

In recent years, the rise of social media put the customer in charge of the brand conversation. As e-commerce and demand for online help expands, companies have to meet and exceed new expectations to keep customers satisfied.

2022 62

How to Accelerate Credit Union Digital Transformation

Comm100

Credit union member expectations are changing and changing fast. While telephone and email were once the go-to support channels, today’s members now expect more. The only way to keep up and meet these expectations is through digital transformation.

2022 79

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 322

Why Unhappy Customers are a Gift

Middlesex Consulting

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

2022 78

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.