Trending Articles

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 300

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
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Trending Sources

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

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

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.

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

More Trending

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

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

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

Why Unhappy Customers are a Gift

Middlesex Consulting

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

2022 78

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!

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 276

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

Customer Journey Mapping Examples

Heart of the Customer

I’m often asked for customer journey mapping examples – where are organizations using journey mapping that is truly driving change. Of course, the results vary significantly depending on the selected business problem, journey, and customer selected – three of our five questions.

Five Best CRMs for B2B Sales in 2022

Totango

Wondering what is the best CRM for B2B sales? Well we’re here to help with our guide to the best CRMs for both small businesses and enterprises in 2022.

2022 67

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.

Amazing Business Radio: Dan Cockerell

Shep Hyken

Creating a Company Culture –. The Disney Way. Reinforcing Behaviors that Shape Your Organization’s Culture. Shep Hyken interviews Dan Cockerell , Walt Disney Company VP for 26 years and owner of Cockerell Consulting Group with his wife, Valerie.

2022 60

How to Eliminate Friction in Your Customer Journey

InMoment XI

What Is Friction in the Customer Journey? When most folks think of friction, they probably think of middle school science class. But if you’re a customer experience professional, “friction” is probably a term you’ve heard whenever your teammates talk about reducing customer churn.

2022 351

6 Tips to Help Improve Your Team's Customer Service Skills

Helpware

When strategizing to retain and acquire new customers, you may not consider upgrading your team's customer service skills. Not prioritizing this improvement can be a major mistake.

2022 60

May 19 – Customer Success Jobs

SmartKarrot

Role: Director, Client Success Location: Remote, United States Organization: MediaMath As a Director of Client Success, you will own and develop strong relationships with the client and key stakeholders from C-suite to Hands-in-keyboards.

2022 82

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!

TheLoops Launches on Zendesk Marketplace

CSM Magazine

Predictive Analytics and Automations to Power Real-Time Support.

2022 56

ChurnZero Builds Momentum with Industry Awards and Accolades in Q2 2022

ChurnZero

WASHINGTON , May 17, 2022 — ChurnZero , a leading Customer Success platform, has earned multiple accolades from business and SaaS industry groups for its product innovation and industry leadership.

2022 63

KKR Invests in Alchemer

SurveyGizmo

Investment to accelerate growth of leading customer experience software provider. NEW YORK and LOUISVILLE, Colo. –

2022 52

5 Top Customer Service Articles of the Week 5-16-2022

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. Are You Tracking the Customer Service Metrics That Really Count?

2022 55

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!

May 17 – Customer Success Jobs

SmartKarrot

Role: Director of Customer Success Location: Remote, United States Organization: Timescale As a Director of Customer Success, you will identify and implement strategic and tactical methods that constantly improve customer experience. Establish and track KPIs and support company goals and initiatives.

2022 81

Verizon and PCI Pal Release White Paper with Servadus Addressing Contact Centre Best Practices

CSM Magazine

Verizon and PCI Pal release joint white paper with Servadus addressing contact centre best practices in the wake of PCI DSS 4.0 rollout.

70+ eCommerce Survey Questions To Level Up Your Business

SurveySparrow

With more and more people shopping online, there has never been a better time to start an eCommerce business. Don’t believe us? Wait until you hear the neck-breaking pace at which the global retail landscape is changing-. According to Statista, by 2023, e-commerce will account for more than $6.5

2022 52

Finding the Path to Digital Transformation With MADM

Cyara

Whether you started your digital transformation to support working at home during COVID-19, to improve customer experience, or to more quickly adapt to the market, there is no doubt this path can be difficult and confusing at times.

2022 67

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.