Fri.Feb 14, 2020

6 Ways to Spread the Customer Love


6 Ways to Spread the Customer Love. Did you know the iconic Sweethearts candies started out as lozenges? This may not sound like a far stretch for a candy that’s notoriously likened to Tums. Nothing says “Kiss Me” like the taste of a chewable antacid, am I right?)

Love cliches that make good customer service advice


This is the non-cheesy Valentine’s Day article you’ve been looking for. This is the V-day special you won’t be ashamed to read at work, but which made me cover my screen during research.

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5 Ways to Build Brand Loyalty and Love

Smarter CX

Loyalty, or more aptly referred to as love for the purposes of this article, is a byproduct of exceptional consumer experiences. Yet, earning loyalty – love – is particularly challenging for brands in the face of increased competition and consumer apathy. To retain loyal consumers, and attract consumers with similar buying habits, brands are tasked with rethinking the way that they interact with their consumers.

Customer Success and Marketing: How These Teams Collaborate


Talk of customer success (CS) abounds in today’s customer-centered economy. It’s vital, as it is the CS team that works with customers after that critical first sale and keeps them coming back for more.

A New Segmentation Model for Customer Onboarding

In this eBook, we will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

How to Turn Your Customer Service Strategy into a Continuously Improving Customer Experience (CX)

Advantage Communications

Customer service is now what distinguishes your brand, but that means simply answering your customers questions when asked is no longer enough. Your brand needs to go above and beyond, creating a proactive approach that delights your customers and significantly improves the customer experience (CX).

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How to Nail Your Customer Service Job Performance Review?

Customers That Stick

One question is how can you nail your customer service job performance review? I would recommend that you go into your review armed with three things: metrics, stories, and a plan.

Don’t get penalised for being loyal to your telecoms provider

Helen Dewdney

The telecoms l oyalty penalty. You might hope that being a loyal customer to a company would result in that company being loyal to you and treating you well. However, unfortunately, loyalty is penalised in many consumer sectors, including insurance, energy and telecoms.

Brands Leverage Valentine’s Day Breakups


Some relationships are built to last, others not so much. And organizations are reading the emotional tea leaves and creating promotions around the latter this Valentine’s Day. These winning brands demonstrate the power of capturing niche crowds and turning negative energy into positive PR.

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Product Updates

Data 65

A Practitioner's Guide to Sustainable Customer Experience in the Contact Center

To make contact center conversations great, you need to set-up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities.

The Ultimate Conversational Marketing Guide

ProProfs Chat

Wouldn’t it be great if all your favorite brands could be at your beck and call? Wouldn’t you love to get your woes sorted and queries answered in real-time? Thanks to the wonder that Digital Marketing is, all of this is now possible.

How AI Has Changed Customer Experience Forever

CSM Magazine

A recent study by Olive Communications found that 60% of consumers place a higher degree of importance on customer experience than anything else when purchasing goods.

Clickpay Enables Effortless Customer Experience With Talkdesk Enterprise


ClickPay ’s mission is to redefine receivables and create technology solutions that optimize transactions and interactions between residents and their property managers.

The Five Building Blocks of Successful Customer Strategy

CSM Magazine

Martin Ellingham, product director, Aptean Respond , looks at what makes a successful customer strategy in 2020, and defines the five most important building blocks necessary to deliver on it.

How a Top 25 Most Trusted Brand Handed Their CX to AI

Speaker: Brian Morin, CMO, SmartAction & Patty Kleinfeldt, Director of Q&E, AAA

One of the most trusted brands in the world, AAA, took the most critical aspect of their Customer Experience and handed it over to an AI-powered virtual agent for omnichannel self-service. In this webinar, we will hear from Brian Morin of SmartAction and AAA's Dispatch Operations Manager, Steve Bennett. They will dive into how AAA handled this transition and the effect its had on CX.

Becoming Enterprise-Ready. Top 5 Challenges & How to Overcome Them


Small team, big enterprise – no problem! Dapresy has worked with many small and mid-sized market research agencies and helped them to tackle the needs of big enterprises. We’re quite familiar with the many challenges, how to plan for and overcome them.

inSided's Customer Success Maturity Model on the Practical CSM podcast


Customer Success is a promise of progress. Progress defined by advancing business goals, or achieving customer results. A proactive need to increase value, and create long lasting customer relationships. It's no easy feat, but it's worth the effort in the end.

4 Ways To Improve Experience and Retention In Your Coworking Space in 2020


Time management in the workplace has come a long way from the standard 9–5 office job. Coworking spaces now allow employees to work anywhere, The post 4 Ways To Improve Experience and Retention In Your Coworking Space in 2020 appeared first on Feedbackly. Insight coworking employee experience

FinovateEurope 2020: Has Fintech Lost Its Buzz?

Forrester's Customer Insights

Having attended Finovate for the past seven years, some of the demos are starting to feel repetitive and not as exciting.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

Love cliches that make good customer service advice


This is the non-cheesy Valentine’s Day article you’ve been looking for. This is the V-day special you won’t be ashamed to read at work, but which made me cover my screen during research. All that for a good cause though, as today we will see how all the love advice we are served translates to the business world. Because what love is more important than the love your customers feel for your product?

The Power Of The Values-Based Consumer — And Of Authentic Brand Values

Forrester's Customer Insights

As consumers look to align their purchases with their principles, opportunities arise for brands — though genuine commitment is key. age of the customer B2C marketing chief marketing officer (CMO) loyalty values-based customer experience

Major League Baseball’s Scott Harris on surprising insights and the future of research


As part of our Market Research Visionaries series, we spoke to Major League Baseball Strategic Research Manager, Scott Harris, about working in sports, personalizing feedback methods for millions of fans, and how a video game gave him a thirst for data.

RSA Conference 2020: The Talks I Want to See 

Forrester's Customer Insights

You’ve reached the point in your #infosec career where you get a full conference pass to RSA. Not coincidentally, this means you are now so busy every day that you don’t have the time to preview the RSA full conference schedule to map out interesting talks.

Why Community is a Strategic Asset Against Your Competitors

Speaker: David Spinks, Founder of CMX and VP of Community at Bevy, and Adrian Speyer, Head of Community at Vanilla Forums

Join Vanilla Forums as Founder of CMX and VP of Community at Bevy, David Spinks, and Head of Community at Vanilla Forums, Adrian Speyer talk about how the best companies in the world are building strong cross-channel communities to successfully protect their most valuable assets: their customers, partners and stakeholders.

Customer Service Strategy: Avoid Common Pitfalls

Brad Cleveland

Herb Kelleher, co-founder and former CEO of Southwest Airlines, once said, “We have a strategic plan. It’s called doing things.” ” He makes a great point.

RSA Conference 2020: My Wish List

Forrester's Customer Insights

Last year was my first year as an analyst at RSA, and I loved and hated it in equal measures. I am now a year older and wiser, and I’m so looking forward to so many things, including being in the beautiful city of San Francisco.