Trending Articles

The Happiest Employees of 2021 — And Their Connections to Customers

Kerry Bodine

As I looked at Comparably’s recent ranking of the 100 companies with the happiest employees in 2021, something struck me: In one way or another, many of top-scoring companies have a strong focus on customer experience.

Alida closes $20M funding round




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Be the Customer

Bill Quiseng

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.

10 Questions for B2B2C CX Leaders

Heart of the Customer

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.

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UC, Contact Center Integration Drives Business Value

How extensive is integration, and how are companies leveraging it—both technically and operationally? In this whitepaper, you’ll receive in-depth insights on how companies are utilizing integrated platforms in their day-to-day operations and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.

Keatext helps COOLA boost customer satisfaction by 5 points


The post Keatext helps COOLA boost customer satisfaction by 5 points appeared first on Keatext. Case study

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How two-way texting can help boost customer retention


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?

Contactless – what you need to know about fraud and more

Helen Dewdney

New £100 contactless limit – is it safe? On 15 October 2021 the contactless payment card spend limit increases from £45 to £100. According to a survey of over 1,000 people I undertook, 51% of people didn’t think it should be raised, whilst 47% thought it should and 2% were undecided.

Cyara Announces Launch of New Automated CX Assurance Solution, LiveVQ!


“Hey Honey… Do you think you could wait until the end of my workday to finish that episode of The Real Housewives of Toledo? I’ve got sales to close, and for the life of me I can’t hear my customers ‘cause you’re using up the bandwidth!”.

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CX University’s (CXU) Program is Congruent with CXPA’s new Definition of Domains of Knowledge, Skills, Abilities

CX University

PHILADELPHIA, PA – October 12, 2021 – The Customer Experience Professionals Association (CXPA) updated their professional certification exam (CCXP) on October 5, 2021 and CX University’s (CXU) online courses are congruent with the new exam content domains.

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AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

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!

Stop Calling it a Labor Shortage—It is a Turnover Crisis

The DiJulius Group

The statistics are alarming: A record-setting 1 million job openings in the US 5 million workers quit just in quarter 2 of this year 41% of the global workforce would consider leaving their current employer within the next year 54% Gen Z’s are considering quitting A Professional Awakening For so many, the pandemic has been. Read Full Article.

Where Is Customer Success Headed in 2022?


Where is Customer Success Headed in 2022? How did you go bankrupt?” Bill asked. Two ways,” said Mike. Gradually, then suddenly.”. You may be familiar with this passage from Ernest Hemingway’s The Sun Also Rises, which in just three words sums up an intense effect we all feel at times.

The Elusive 8th Simple Way to Raise Customer Service Quality

Customer Enthusiast

Back in 2013 I published my first book, Delight Your Customers. The subtitle of that book is 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary.

Benefits of Customer Experience

Zonka Feedback

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

Remote Agents and Digital Transformation

Remote agents are the new reality. Happier agents mean a better customer experience and improved CSAT/NPS scores. This new normal brings new challenges for contact centers. Find out what you need to do for your organization to excel. This eBook includes checklists for developing agent empathy and business continuity plans.

5 Tips for Better Customer Success: Respond to Upset Customer Downgrades Effectively


For effective customer success , respond to upset customer downgrades proactively. Just because a client downgrades, they don’t have to churn.

Guest Post: 7 Benefits of Ticket Management System

Shep Hyken

Maulik Shah is the founder of DeskXpand , A full-fledged ticket management system that comes with the right tools to provide a seamless and cost-efficient customer experience. He shares 7 benefits that the support ticket system can provide for your business.

Why Customers Ask Vague Questions (and What To Do About It)

Help Scout

It’s frustrating when customers don’t give you the details you need in order to help them, but they aren’t being lazy. Here’s how to understand and address the root cause of vague questions. Read the full article

How To Hug Your Haters & Make Customers Love Your Brand

Doing CX Right

Jay Baer, author of 6 best selling books, shares how to succeed in business by Hugging Your Haters. The post How To Hug Your Haters & Make Customers Love Your Brand appeared first on Doing CX Right. DoingCXRight®? Podcast Jay Baer leadership loyalty retention

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!

Inside Uplight’s Employee Resource Group for Moms


Our Moms of Uplight Employee Resource Group (ERG) is a space where members support one another, validate the challenges unique to working moms, and brainstorm solutions.

Understand What Is Driving Customer Adoption


Knowing what is driving customer adoption provides the information you can use to boost retention. Let’s look at three of the biggest keys. Continuous Onboarding. One key to higher adoption is extending the onboarding process beyond the initial account set-up phase.

The Secret To Customer Loyalty

Shep Hyken

Okay, maybe it’s not the secret, but what I’m about to share with you is one of the secrets. Actually, three secrets. . In the real estate world, the three keys to success are location, location, location.

9 Actionable Knowledge Base Metrics to Start Tracking Today

Help Scout

Here are 9 actionable knowledge base metrics to start tracking today to better understand how your knowledge base is performing. Read the full article

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.

Administration Updates: Ensuring You Are Getting the Best ROI From Brandwatch

Brandwatch CX

Product Uncategorized

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The Intuitive Customer Trailer

Beyond Philosophy

Great business insights with a touch of humor, all put over in a clear, easy-to-understand way. Each week we discuss how you can gain and retain more customers and solve business problems.

Online Reputation Management (ORM): The complete guide for business owners


Your business’s reputation is a valuable asset. Online reputation management can help you leverage it to its fullest potential. In this guide, we’ll go over how you can use online reputation management to rank higher on search, get chosen by more customers, and be the best business in your area.

Reclaiming Sales through Authentic Persuasion, with Jason Cutter


Jason Cutter is joining our sales expert, Christian Montes, for a frank discussion on the ins and outs of sales.

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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!