Expert insights. Personalized for you.
Depending on your personal point of view and experience, you either love using mail to grow your business, or you believe that it is an antiquated, ineffective format. MORE
It affects nearly half of Americans, and it has been shown to harm health in a way that’s comparable to smoking. What are we referring to here? Loneliness, of course. MORE
In the average day, I receive more than 120 business emails, about 40 text messages and “snaps” from Snapchat—and I won’t even begin to count other apps, personal emails and social media messages. But, even with working at Hallmark, I get less than one handwritten note a week. MORE
In the current climate, consumers are receiving countless marketing messages from organizations offering moral support, financial assistance, sales and more. Inboxes are overflowing and, as we approach the holidays, mailboxes will fill up further with direct mail advertising and holiday cards. MORE
What is Valentine’s Day all about? Consumers tend to imagine hearts, chocolate, cupid, and romance. For marketers, it’s all of that — plus dollar signs. With the holiday’s spending on the rise, however — research reported a projected $1.1 MORE
It's tempting to put 2020 behind us and move on, but before you get out your shovel and put it in the ground, you should do some honest lessons learned about the past year and use the information to guide your 2021 contact center investments. MORE
COVID-19 catapulted CX to the top of company priorities—but are these trends here to stay? Find out three top findings from our recent CX study and discussion with senior CX leaders. Articles MORE
Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition. When your customers can buy what you sell from others, that’s called competition. That also makes it a commodity. MORE
Aside from the negative outcomes of the past year, there's one shining example of a positive consequence - the seismic shift towards a work from home model in the general workforce and more specifically among contact center agents and staff. MORE
How to prepare for your customers' changing expectations in the New Year according to Forrester’s 2021 CX predictions. Guides MORE
When history is written about the pandemic, there will be chapters on the increasing importance of customer service, adaptation, and the evolving role of contact centers in the quest to survive. MORE
While my co-author Harley and I were prepping Outside In for publication back in the spring of 2012, I learned about the strange practice of soliciting “blurbs,” those pithy words of praise on a book’s back cover that tout the messages inside. MORE
Customer service speaker, author, and coach Dan Gingiss reads real customer feedback live and gives you advice on what to do about it. Webinars MORE
Highlights from a recent interview with Jeanne Bliss of Customer Bliss and Erin Fenn of Intouch Insight on listening to hear, humanity, and how to grow your customer experience practices to earn trust MORE
ALIDA KICKS OFF 2021 BY STRENGTHENING OUR CXM & INSIGHTS PLATFORM. We are only a month into the new year, but we are firing on all cylinders. MORE
Globally, organisations experienced major business disruption over the course of 2020, and for contact centres, it was no different. MORE
Interview with Matthew Phillip, Marketing Automation Manager at Mylo, a Lockton company, the insurtech leader revolutionizing insurance shopping, about his career in the customer experience space. Articles MORE
When you watch election results on television, at the bottom of the screen, you may notice a percentage called “margin of error.” It’s typically around 3% in the polls. What does this mean exactly? This number indicates that the reported results could be over or under by about 3%. MORE
The fight against social isolation among older adults is not new for senior living community leaders and employees. MORE
NPS calculation formula and interpretation of data. Articles MORE
In recent years, a growing number of companies have discovered the magic in sending holiday-themed cards and well wishes to customers and employees alike. Of course, all the uncertainty over the past eight months has sparked even more interest in expressing appreciation and gratitude. MORE
Your customers are living their lives digitally, so meeting them where they live makes it easier for them to communicate with you. Connecting with customers on platforms that they use and are familiar with goes a long way to driving an exceptional customer experience. MORE
Employees look forward to celebrating major holidays with co-workers at in-office or off-site events. To be sure, this year’s festivities might look a little different due to the current climate. MORE
Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog in January and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Many people were working from home this year, were you? MORE
Voice of the Customer: An Overview. Businesses who do well with customer experience initiatives do so because they know exactly what their customers are feeling and experiencing. . No, the secret to success isn’t mind-reading. It’s a Voice of the Customer program (VoC). MORE
In 2020, many contact centers were forced into “do or die” changes in order to overcome the challenges brought on by the pandemic. However, these often heroic changes haven’t come without their consequences. MORE
Find out how a billion-dollar fashion retailer delivered a human experience to improve digital marketing results. MORE
Looking at incremental impact should be a part of every marketer’s data gathering checklist. After all, it’s an extremely helpful marker for those marketers who advertise in multiple channels and desire to compare the effectiveness of a single tactic. MORE
* This article was originally published on AdAge March 3, 2020, prior to the widespread recommendation of social distancing and limited in-person interactions. Initiatives that directly impact mental health and wellbeing also make good business sense. MORE
Your customers’ lives aren’t the same as they were a year ago. Their worlds are filled with everything from social isolation to trying to maintain focus and productivity while working (and learning) from home or maintaining social distance in the workplace. MORE
Amazon tells me that I last purchased Tony Hsieh’s book Delivering Happiness on August 26, 2010. The timing was fortuitous. MORE
Hallmark Business Connections
JANUARY 19, 2021
When you watch election results on television, at the bottom of the screen, you may notice a percentage called “margin of error.” It’s typically around 3% in the polls. What does this mean exactly? This number indicates that the reported results could be over or under by about 3%.
Hallmark Business Connections
JANUARY 5, 2021
What is Valentine’s Day all about? Consumers tend to imagine hearts, chocolate, cupid, and romance. For marketers, it’s all of that — plus dollar signs. With the holiday’s spending on the rise, however — research reported a projected $1.1
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Hallmark Business Connections
DECEMBER 14, 2020
Looking at incremental impact should be a part of every marketer’s data gathering checklist. After all, it’s an extremely helpful marker for those marketers who advertise in multiple channels and desire to compare the effectiveness of a single tactic.
Hallmark Business Connections
DECEMBER 28, 2020
The fight against social isolation among older adults is not new for senior living community leaders and employees.
Advertiser: Frontline Group
There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.
Hallmark Business Connections
NOVEMBER 2, 2020
In recent years, a growing number of companies have discovered the magic in sending holiday-themed cards and well wishes to customers and employees alike. Of course, all the uncertainty over the past eight months has sparked even more interest in expressing appreciation and gratitude.
Hallmark Business Connections
NOVEMBER 9, 2020
Employees look forward to celebrating major holidays with co-workers at in-office or off-site events. To be sure, this year’s festivities might look a little different due to the current climate.
Hallmark Business Connections
DECEMBER 21, 2020
In the current climate, consumers are receiving countless marketing messages from organizations offering moral support, financial assistance, sales and more. Inboxes are overflowing and, as we approach the holidays, mailboxes will fill up further with direct mail advertising and holiday cards.
Hallmark Business Connections
OCTOBER 27, 2020
* This article was originally published on AdAge March 3, 2020, prior to the widespread recommendation of social distancing and limited in-person interactions. Initiatives that directly impact mental health and wellbeing also make good business sense.
Hallmark Business Connections
OCTOBER 1, 2020
Depending on your personal point of view and experience, you either love using mail to grow your business, or you believe that it is an antiquated, ineffective format.
Advertisement
Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!
Hallmark Business Connections
SEPTEMBER 1, 2020
In the average day, I receive more than 120 business emails, about 40 text messages and “snaps” from Snapchat—and I won’t even begin to count other apps, personal emails and social media messages. But, even with working at Hallmark, I get less than one handwritten note a week.
Hallmark Business Connections
OCTOBER 19, 2020
Find out how a billion-dollar fashion retailer delivered a human experience to improve digital marketing results.
Hallmark Business Connections
OCTOBER 5, 2020
It affects nearly half of Americans, and it has been shown to harm health in a way that’s comparable to smoking. What are we referring to here? Loneliness, of course.
GetFeedback
AUGUST 23, 2020
NPS calculation formula and interpretation of data. Articles
Advertiser: Skilljar
Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!
IntouchInsight
AUGUST 20, 2020
Highlights from a recent interview with Jeanne Bliss of Customer Bliss and Erin Fenn of Intouch Insight on listening to hear, humanity, and how to grow your customer experience practices to earn trust
Kerry Bodine
JANUARY 18, 2021
While my co-author Harley and I were prepping Outside In for publication back in the spring of 2012, I learned about the strange practice of soliciting “blurbs,” those pithy words of praise on a book’s back cover that tout the messages inside.
Kerry Bodine
JANUARY 23, 2021
Amazon tells me that I last purchased Tony Hsieh’s book Delivering Happiness on August 26, 2010. The timing was fortuitous.
GetFeedback
JANUARY 21, 2021
Customer service speaker, author, and coach Dan Gingiss reads real customer feedback live and gives you advice on what to do about it. Webinars
Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises
It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.
NICE inContact
JANUARY 24, 2021
Globally, organisations experienced major business disruption over the course of 2020, and for contact centres, it was no different.
GetFeedback
NOVEMBER 30, 2020
How to prepare for your customers' changing expectations in the New Year according to Forrester’s 2021 CX predictions. Guides
NICE inContact
DECEMBER 16, 2020
It's tempting to put 2020 behind us and move on, but before you get out your shovel and put it in the ground, you should do some honest lessons learned about the past year and use the information to guide your 2021 contact center investments.
Alida
JANUARY 26, 2021
ALIDA KICKS OFF 2021 BY STRENGTHENING OUR CXM & INSIGHTS PLATFORM. We are only a month into the new year, but we are firing on all cylinders.
Advertiser: ZoomInfo
Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!
NICE inContact
DECEMBER 9, 2020
When history is written about the pandemic, there will be chapters on the increasing importance of customer service, adaptation, and the evolving role of contact centers in the quest to survive.
GetFeedback
NOVEMBER 11, 2020
Interview with Matthew Phillip, Marketing Automation Manager at Mylo, a Lockton company, the insurtech leader revolutionizing insurance shopping, about his career in the customer experience space. Articles
NICE inContact
JANUARY 21, 2021
Your customers are living their lives digitally, so meeting them where they live makes it easier for them to communicate with you. Connecting with customers on platforms that they use and are familiar with goes a long way to driving an exceptional customer experience.
ShepHyken
SEPTEMBER 26, 2018
Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition. When your customers can buy what you sell from others, that’s called competition. That also makes it a commodity.
Speaker: Carrie Melissa Jones, Erica Kuhl and Holly Firestone
In 2021, many executives have started to view community structures as a new governance model for the entire organization rather than a stand-alone initiative. Join us on January 27th for a webinar exploring our 2021 Community Predictions eBook!
GetFeedback
DECEMBER 16, 2020
COVID-19 catapulted CX to the top of company priorities—but are these trends here to stay? Find out three top findings from our recent CX study and discussion with senior CX leaders. Articles
C3Centricity
JANUARY 12, 2021
Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog in January and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Many people were working from home this year, were you?
Experience Investigators by 360Connext
JANUARY 12, 2021
Voice of the Customer: An Overview. Businesses who do well with customer experience initiatives do so because they know exactly what their customers are feeling and experiencing. . No, the secret to success isn’t mind-reading. It’s a Voice of the Customer program (VoC).
NICE inContact
JANUARY 20, 2021
Aside from the negative outcomes of the past year, there's one shining example of a positive consequence - the seismic shift towards a work from home model in the general workforce and more specifically among contact center agents and staff.
Advertisement
Today’s most successful brands understand how great customer support can grow their bottom line. Having provided outsourced customer support to some of the world’s top brands, we know what works, and now we’re sharing that with you.
Kerry Bodine
JANUARY 14, 2021
In 2020, many contact centers were forced into “do or die” changes in order to overcome the challenges brought on by the pandemic. However, these often heroic changes haven’t come without their consequences.
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