Tue.Jun 11, 2019

New Data Reveals How Critical Customer Service KPIs are Enhanced by Visual Assistance Technology


For years, companies have battled to strike the right balance between customer service KPIs. Focusing on one metric would often harm others. For example, heavy emphasis on low AHT would often negatively impact customer satisfaction.

The Importance of Customer Reward Schemes

CSM Magazine

Customers are the beating heart of any business out there today. After all, without them any given company simply cannot function and has no purpose. They give businesses a direction, objectives to strive toward, not to mention most of their revenue.

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Why user feedback is the key to customer satisfaction


Courtesy of LinkedIn. We all want happy customers. But how can you improve your customer experience ? The answer is user feedback. Gathering user feedback gives you a sneak peek into the brain of your consumer.

New Study: Why Emotional Connection is Essential for Customer Loyalty


Every company wants a slew of loyal customers who are excited about new products, features, and offerings. Indeed, there are many brands with cult-like followings. Customers will drop everything to attend a sale, try out a new feature, or write a positive review.

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Increased Customer Satisfaction and Lower Call Volume During Rapid Expansion

Learn how a customized support solution for a rapidly expanding company resulted in increased customer satisfaction and decreased support calls.

3 Industries That Can Benefit Immediately from Digital Customer Service

NICE inContact

Every business is different, and so is every customer. But when it comes to the benefits of digital customer service, these seem to go across the board. It’s hard to think of the downsides of digital customer care, but there are a few industries that really can benefit from integrating digital channels and a more personalized approach to omnichannel: telcos, online retailers, and banks. 1) Telcos.

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Amazing Business Radio: Randy Frisch


From Content Marketing to Content Experience. Personalizing the Content Experience to Win Customer Loyalty. Shep Hyken interviews Randy Frisch. They discuss how content marketing has changed and what businesses need to do to create the best content experience for their customers.

The Top 3 Customer Success Challenges and How to Beat Them


If you want your business to succeed, make sure your customers succeed. As the economy becomes more customer-centered, the need to foster customer success is more important than ever before.

3 Steps to Effective Reputation Management on Google



Why It’s Time to Rethink Data Modeling


Data modeling provides a means of planning and blueprinting the complex relationship between an application and its data. It has become increasingly important as the “three Vs” of data—volume, variety, and velocity—continue to explode. But as the importance of data modeling, in general, has grown, data modeling with a relational database has rapidly become less relevant and effective.

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3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.

Meet the Betabound Team


If the Customer Validation platform is the skeleton, Betabound is the beating heart of Centercode. Every day, members of our 200,000+ tester network are putting their time and energy towards helping our customers build spectacular products.

Principles by Ray Dalio (a One Win Book Review)

Customers That Stick

In this One Win Book Review, we take a look at Principles by Ray Dalio. Check out the video below to hear Adam’s one win that you can take away from Principles to improve your organization’s customer experience and customer service. About Principles.

Colleague in the spotlight: Marcella

Hello Customer

A year ago we welcomed Marcella in our team. Originally from El Salvador, Marcella moved to Belgium and started as a Sales Development Representative at Hello Customer. Hello Customer

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9 Simple Strategies to Foster Innovative Thinking

Conifer Research

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

Top 10 Takeaways From Pulse 2019


Pulse 2019 is over, but I’m still basking in the afterglow. Maybe it’s recency bias, but I truly believe it was our best Pulse ever and probably our best week ever as a company. If you were there, you know what I mean.

How Your FSO Can Work Toward Outcomes as a Service (OaaS)


Field service customers increasingly demand guaranteed uptime and asset reliability, so the industry is shifting to outcomes as a service (OaaS) profit models.

The Psychology Behind Building Brand Loyalty


Brand loyalty is an emotional connection present between a brand and its customers. It indicates the extent to which they are devoted to its products or services. Net Promoter Score

What’s the Difference Between Product Managers and Product Owners?


Product Managers and Product Owners are, in fact, different. But, both are vital to product success. To keep up with the ever-changing SaaS industry, new roles and titles have emerged to improve the way we manage our products.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

Are These the Worst (Real) Customer Survey Questions You’ve Seen?


There are plenty of bad customer satisfaction surveys and plenty more bad customer satisfaction survey questions but today were looking at the worst mistakes we see made when writing survey questions.

How to Define the First 3-6 Months of a Customer Health Journey


We’re starting to see more and more often Customer Success teams serving as the intersection between all kinds of departments Marketing, Product, Sales, and Support. What’s the one thing these teams have in common? The customer, of course! So it makes sense that this is happening—both organically and as part of a customer-centric strategy. But the critical part of these departments working together to deliver customer success depends on how we define the customer’s journey.

The US Customer Experience Index, 2019: Some Small Gains, Widespread Stagnation, No Real Leaders

Forrester's Customer Insights

Forrester's US CX Index 2019 results reveal that the overall quality of the US customer experience rose by an anemic 0.4 points, to 70.2. customer experience customer experience index (CX Index) promoted

Perkville and ABC Financial Introduce Simplified Sign-On Process for Gym Members


abc financial press release rewards program

The Employee Factor - Perfecting Your CX From Within

Speaker: Dennis Snow, President, Snow & Associates

Too often, organizations and their CX experts only look at the company's relationship with the customer to look for improvement. While it's essential to creating the perfect customer journey, it's only one aspect. It's time to look within: at your employees' relationships with each other, and with the company. Not only does it take powerful leadership, but a complete shift in focus: your company must be customer-centric in every function.Based on his 20-years with Walt Disney World along with many years of consulting with organizations around the world, Dennis Snow will provide a “how-to” program for engaging employees in delivering outstanding customer service. This webinar will provide you with strategic tools that can be used to raise the bar of service throughout your organization

COPC Inc. Shanghai Client Seminar a Huge Success


The second stop of the 2019 COPC Inc. seminar series in China brought us to Shanghai. This seminar took place on May 17 and was a great success with participants from industries spanning technology, internet, finance, automobile, outsourcing and more.

How to Ensure a Bespoke CRM System Continues to Add Customer Value

CSM Magazine

Building a bespoke CRM for your business is a complex undertaking. There are often many requirements to meet and short-term customer engagement usually takes precedence. Yet, what about the long-term possibilities? Have reporting needs been fully explored?

How to Land Your Dream Job in Customer Success


Do a quick job search on LinkedIn for “Customer Success” and you’ll find over 186,000 job opportunities across the globe. Customer success roles are popping up all over the place, and not just in the usual tech hubs such as Silicon Valley, London, New York, Dublin and Berlin.

Harnessing Social Media as a Contact Centre Channel

CSM Magazine

Social media is ingrained in the global population. Worldwide, the number of users at the start of 2019 has grown to almost 3.5 billion and in the UK alone there are 45 million social media users. This equates to 67% of the population. Of these, 39 million are mobile social media users.

How to Create Strong Community Personas

Speaker: Carrie Melissa Jones, Community Consultant

Ever wonder how to build effective community personas? Join Vanilla Forums on Tuesday, June 16th at 12 PM ET as Carrie Melissa Jones, Co-Author of Building Brand Communities, clears away the noise around community personas and gives you a method for doing member research to refine your personas.