Trending Articles

Context in Customer Service: Why Is It Important in Customer Experience


Let’s say you are a teenager and want to borrow your aunt’s car. Do you ask her right after she just hung up from an annoying call? How about when she comes inside after mowing the lawn on a hot day – that same lawn you were supposed to mow yesterday?

Struggling to Prove the ROI of Customer Experience? You Could Be Missing These 3 Keys to Success

InMoment XI

More than ever before, proving the ROI of customer experience is absolutely vital. Businesses are under pressure (amidst the Year of the Squeeze, declining employee retention, etc.) to look at cutting discretionary spending.

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A Conversation with CX Expert, Shep Hyken – How to Meet Today’s Sky-high CX Expectations


Shep Hyken, CX expert and a New York Times best-selling author sat down with Chris Bechtel, Vice President of Global Marketing at Comm100, to discuss the state of customer experience (CX) today.

Why a Strong Company Culture Is Your Secret Weapon


Now that customer-centricity is the top priority for the C-Suite, business leaders from all areas are faced with the imperative of transforming the customer experience. But, what does that entitle and how will it affect your business? Where to start? Thought Leadership

Customer Satisfaction in the Digital Age

Speaker: Aarde Cosseboom, Contact Center & Customer Experience Advisor and Co-Host of the Another Cloud Podcast

More than ever, we are seeing organizations implement digital channels in an attempt to better engage their customers and help employees sort through the mountains of customer inquiries. But how does this affect customer satisfaction?

New Report: How Customer Loyalty has Changed Post-Pandemic, and What You Should Do About It


Growth and customer loyalty have historically been product-led. The company with the newest gadgets, with the best features, or the best price were often the market share winners of their industry. Customers who were happy with a company’s product were loyal for years, unwilling to try alternatives.

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More Trending

4 Ways to Provide Personalized Customer Service


The lockdowns and aftermath of the 2020 global pandemic spiked growth in e-commerce sales as brick-and-mortar stores and restaurants closed their doors. Meetings and classrooms shifted to Zoom almost overnight. The pandemic pushed late adopters into new ways of shopping and interacting.

What Mixed Signals Do You Send Your Customers?

Shep Hyken

Then I read Jan Carlzon’s book, Moments of Truth, many years ago. It was one of the most powerful customer service and experience books at the time, and the content aligned perfectly with my idea of creating Moments of Magic for our customers. Carlzon’s definition of the Moment of Truth was: .

30 Positive Feedback Examples for Employees

Zonka Feedback

Positive Feedback, when delivered properly, has the potential to enhance the relationship between employees and organizations. It’s a catalyst for employee development and the right alternative to the usual employee performance reviews.

New Data Shows Post Pandemic Impact of Customer Loyalty Resulting in Increased Likelihood to Churn from Poor Service


TechSee’s new research explores the impact of the pandemic on customer loyalty across the customer service industry.

Discover What Stage Your CE Program is in and the Next Steps for Tomorrow’s Growth

Get the Customer Education Maturity Model Self-Assessment to quickly determine which of the 5 maturity stages your program is in today and then identify the next high-impact initiatives to undertake to advance to the next stage of program growth.

Five Best Customer Retention Software Solutions for Customer Success


Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn.

Episode #28 – Why Activating Activism in Employees is a Good Thing

Russel Lolacher

In this episode of Relationships at Work, Russel chats with activist and Campaigns Manager Jessie MacNeil-Brown on encouraging activism in employees improves the world and workplace.

CSM Guide to Building Customer Loyalty and Improving Retention


As a CSM, you know that the holy grail of any customer relationship is strong loyalty and, ultimately, long-term retention. But how do you get to this level with a customer?

Together, we are unstoppable! Nick Mehta reveals durable growth playbook at Pulse 2022


Pulse 2022 is officially underway! The theme this year is “Unstoppable Together” and the opening keynote by Nick Mehta, CEO of Gainsight, proved just how important that message is for everyone at this moment in time. It’s no secret that the last few years have been a challenge for all of us.

The Inner Circle Guide to Remote & Hybrid Contact Center Solutions

In this handy guide, learn everything you need to build your ultimate contact center—with no walls and no limitations. Empower your agents to serve your customers better, and from anywhere.

How to Implement a Distribution Strategy That Aligns with Your Business Needs

Middlesex Consulting

This two-part article about distribution strategy appeared on Thomas Insights Update on August 11 and 17, 2022. Part 1 is about creating and maintaining a great distribution chain.

Customer neglect is real and needs to be managed, as do customer expectations

Adrian Swinscoe

Eng Tan and Daniel Rodriguez, the CEO and CMO of Simplr, respectively, have a theory. In their 2021 book: Experience is Everything, they say that customer neglect is on the […]. The post Customer neglect is real and needs to be managed, as do customer expectations first appeared on Adrian Swinscoe

Quality Assurance and Customer Satisfaction: Three Ways to Ensure Alignment 


Three ways to ensure quality assurance (QA) results align with customer satisfaction (CSAT) and issue resolution: Redesign your quality form to focus on key drivers. Measure three quality metrics vs. one overall quality score. Evaluate interactions from the customer’s perspective.

The Ultimate Client Onboarding Checklist for CS Teams


A Customer Onboarding Checklist for Successful CS Teams. A lot goes into crafting the ideal onboarding process for SaaS products.

Customer Education Maturity Model: How Customer Learning Programs Create Value

The Customer Education Maturity Model was developed from an extensive industry study and delivers a comprehensive guide to moving the needle on your program including a roadmap for growth and the common stages, and barriers, of program development.

Definition of Negative and Positive Feedback Loop & How to Close Them?

Zonka Feedback

Nowadays, brands are using negative feedback loops and positive feedback loops to effectively manage customer relationships. Feedback loops prove to be a powerful tool when it comes to improving product/services and envisioning growth

Scaling Up Customer Support to Handle the Holiday Shopping Surge


After a lackluster 2020 due to the pandemic, 2021 saw the strongest retail growth in more than two decades. As e-Marketer reports , brick-and-mortar sales rebounded, and eCommerce growth was impressive. Total US retail sales topped $1.2 trillion, up 16.1% over 2021.

4 Lead Generation Techniques to Boost Your Social Media Marketing Initiatives

Joe Rawlinson

According to a survey, 68% of marketers say social media helped them generate more leads. The figure highlights how effective generating leads from social media can be with the right strategies.

ChurnZero BIG RYG 2022 speaker and session agenda revealed


This is it. The moment you’ve been waiting for. Can we get a drumroll, please? We’re thrilled to announce our speaker and session agenda for BIG RYG 2022, the Customer Success leadership summit in Washington, D.C. on October 12-13, 2022.

The New Digital Landscape for Next-Gen CX

Boost customer satisfaction across all digital channels with this stat-filled guide, which reveals the key ingredients you need to keep all of your customers satisfied.

8 Contact Center-Generated Customer Insights Your Marketing & Sales Team Needs


Do you know what your customers are saying about you? Do they feel like you are providing the best possible customer experience you can? Or are your customers about to jump ship to a competitor or tell their friends and family about a bad experience they had with your company? Speech Analytics

What are Customer Insights - How to Take Them and Why?

Zonka Feedback

A renowned brand is never the result of just excellent products; it is the product of a two-way relationship between the brand and its customers. A successful brand knows what its customers prefer, what influences their decisions, and what would drive them away.

Guest Post: Agents Are the Answer: Empower Your Workforce to Improve Customer Experience and Reduce Attrition

Shep Hyken

This week we feature an article by Cassidy McDonnell, Creative Solutions Manager at Balto Software , a company that helps agents live on the call to analyze what’s working and scale best practices in real-time. She shares how organizations can improve employee engagement and customer satisfaction.

The 11 Key Customer Support KPIs You Need to Measure


Key performance indicators (KPIs) give businesses a way to measure and monitor progress toward business goals and ensure leaders are steering their companies toward a great track record with customer satisfaction and business growth. You can monitor KPIs for virtually every facet of your business.

CCO + CMO: The Unstoppable Duo of Business Growth

Speaker: Rachel Orston, CCO of SmartRecruiters & Latane Conant, CMO of 6Sense

Join Higher Logic and two leading executives, Latane Conant, CMO at 6Sense, and Rachel Orston, CCO at SmartRecruiters, to get a firsthand look at how marketing and customer success teams can effectively partner to enhance CX and drive growth.