Wed.Nov 18, 2020

Are You Delivering “Comfort and Joy” to Your Customers?

Customer Bliss

Today’s guest post is from my good friend, Chip R. Bell , the best selling author of the 9 1/2 Principles of Innovative Service and many other customer service books.

The Loyalty Question 2.0


If you have been following my work, you may remember something I refer to as The Loyalty Question. It goes like this: What am I doing right now to make sure the customer comes back the next time they need whatever it is we sell? Most people think customer loyalty is about a lifetime.

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Google Review Not Showing Up? Here Are 12 Reasons Why




The Digital Onboarding Process Decreases Your Implementation Timeline


It is critical that at each phase in the customer success lifecycle, you are engaging your customer with the goal of retaining them. Onboarding is a vital part of this customer retention focus, however, an onboarding process that is too lengthy or complicated can sour customer relationships early on.

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How Call Lifecycle Details Help Increase Customer Satisfaction

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!

Taking Action on Feedback with Email Actions


By Cameron Settle. The voice of the customer is an incredibly valuable resource to all businesses. Acting on what customers say is how you make their voices come to life.

More Trending

4 Attributes to Look for When Hiring New CSMs


In 2020, customer success has become one of the most critical positions in any SaaS organization. With so much confusion and uncertainty across every single industry, an experienced, clear-headed CSM can be the defining difference between a reassured customer and a churned one.

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SurveySparrow Chosen as a Finalist for 2020 Red Herring’s Top 100 North America Award


Honoring the year’s most innovative ventures, & exceptional accomplishments, Red Herring’s Top 100 North America Award brings together C-level technology entrepreneurs, corporate strategists, and venture financiers from across the continent.

How to Build a User Research Proposal (And Why They're Worthwhile)

dscout People Nerds

How to Improve the Legal Research Quality in Your Firm

Magellan Solutions

When an ordinary person thinks about what law firms do, research is not what they have in mind. And yet, legal research is integral in any legal practice. It’s necessary for litigation support, and strengthening a case. But, it’s not a core activity, so it’s often taken for granted.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

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!

Postman State of the API: Where are the citizen developers?


Postman, a market leader in collaboration platforms for API development, recently released its annual State of the API survey. The report, the largest and most comprehensive survey of the API […]. The post Postman State of the API: Where are the citizen developers? appeared first on PK.

Palletizing Robot- Machine Handling Tasks in the Factory Best Left to Robots

CSM Magazine

Robots have become one aspect of manufacturing that evolves with the industry. Changes in the makeup and the work that robots do define the manufacturing industry. In the technology age, robots have transformed and are leading in the manufacturing changes defining these eras.

What are Utility Marketplaces Missing?


Buying things online is a way of life, and many utilities want customers to think of them when they buy anything energy related. To facilitate this, many utilities have set up online energy Marketplaces. But, many utilities aren’t seeing the Marketplace successes they envisioned.

Truth in banking: What customers really have to say about RBC


The post Truth in banking: What customers really have to say about RBC appeared first on Keatext. Case study customer experience Customer feedback

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

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.

Top 3 Ways to Make Your Home Office Productive

CSM Magazine

Modern problems require modern solutions: as the lockdown has proved, many businesses are now utilizing the internet to send their employees to work remotely.

Nov 18 – Customer Success Jobs


Role: Director, Customer Success Location: Toronto, Ontario, Canada Organization: Book4Time Inc. As a Director of Customer Success, you will assume direct responsibility for a handful of extremely strategic customers in providing a white-glove level of Customer Success.

Turn Customers Into Fans With Help From a CX Rockstar

CSM Magazine

The pandemic has changed how contact centres operate. Agents working from home and changes in customer expectations are just two of the challenges that organisations face.

Perfect Sales to Customer Success Handoffs: The Essential Guide


So now you have gotten over the customer acquisition stage and want to perfect the succeeding stages. Your marketing and sales team has made numerous promises to the customer. The customer, after getting convinced of all the future opportunities, has decided to purchase your product. So far so good!

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The Best Sales Forecasting Models for Weathering Your Goals

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!

Best Collaboration Tools for Businesses

CSM Magazine

Business in the web 2.0 era is all about increasing and getting the most out of collaboration.

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SaaS Customer Marketing: Top 10 Strategies


The school of marketing teaches you the subtle art of enticing and converting prospects. In the SaaS industry, the whole ball game is about turning a prospect into a potential, loyal brand advocate.

028: Recapping Week 5 of The Customer Service Revolution Conference

The DiJulius Group

Chief Revolution Officer John DiJulius and Senior Customer Experience Consultant Dave Murray recap the amazing group of speakers who presented during week 5 of The Customer Service Revolution Conference, featuring Ken Blanchard, Adrienne Bankert, J.R. Heckman, Dave Murray, and John DiJulius.

10 Essential Tips to Achieve Customer Excellence


The expectations of the customer are on the rise. In such a scenario, it is much-needed to be on par with their taste. And that is why you must zero in on pursuing customer excellence. The term simmers down to emphasizing efforts to generate front-end changes that surface perfection.

Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists, The Community Roundtable. You will learn the effectiveness of the community in empowering your customers and generating value for your business.

Bots Kept Jeff From Buying A PS5, And Sandy Had To Hear About It

Forrester's Customer Insights

It’s not that I’m not a gamer. I enjoy board games and card games: Trivial Pursuit, Settlers Of Catan, SET, Hive. I’m up to level 3056 in Two Dots. As a kid, I played Super Mario Land on my brother’s GameBoy and Sonic The Hedgehog on the family Sega Genesis. But I’ve never been one […].

Using Design Thinking to Increase Diversity and Inclusion in User Experience

dscout People Nerds

Rating The Top 10 Digital Business Transformation Firms

Forrester's Customer Insights

Every year, more firms reach out to me to explain how they’re delivering their own brand of “digital transformation” to clients. When last I checked, I’m tracking over 170 vendors.

PPE at lightning speed: How DuPont shifted its strategy to meet demand


Article by Ernan Roman Featured on Speed to market has always been a competitive advantage, but the pandemic has given it a different sense of urgency in the worldwide scramble to get enough personal protection equipment (PPE) to those on the frontlines.

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.