Tue.Feb 11, 2020

What Is Signal Stripping?

Customers That Stick

Signal stripping is a term I came up with back in 2016 to explain the differing dynamics of different customer service channels.

Creating Experience Transformation That Lasts: Why You Must Start with LEGACY

Customer Bliss

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

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Expert Insights: Using Behavioural Science ‘Nudges’ to Deliver Elegant and Effective CX


Optimizing the Customer Experience with Brain Science All humans, including your customers, use mental shortcuts and behavioural biases automatically. It’s important to understand fundamental behavioural science cues to optimise the customer experience.

Training Contact Center Agents to Multitask

NICE inContact

As call center agents move to fully functioning omnichannel contact center agents, the question of agent training comes into focus—particularly training contact center agents to multitask. Can it be done? What is an agent’s capacity to multitask?

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Top 3 Reasons to Become a SaaS Developer at Calabrio


We’re often asked what makes Calabrio a top workplace for Minnesota’s sharp, inventive Software-as-a-Service (SaaS) developers—what really sets us apart from all of the other SaaS technology companies in the state. Our answer? Three key things.

More Trending

Amazing Business Radio: Bernadette Smith


Unconscious Bias in Customer Service. Avoiding Assumptions So You Don’t Accidentally Offend Your Customers. Shep Hyken interviews Bernadette Smith. They discuss how inclusion and diversity training can create a better customer experience.

How to Create a Customer Success Adoption Plan


Adoption is a stage in a journey, not a point in time. It is the process of continuing to derive ever-more value from your products and services. This experience of value is critical to the health of your customer relationship, so you need a customer success adoption plan. What is Adoption?

Why Brands Need to Pivot Towards Building an Identical Support Experience


Today’s consumers are tech-savvy individuals who use multiple channels to communicate with family and friends. But even with separate channels, the ability to contact someone, share information, and have a personalized interaction are the same regardless of the channel it is happening on.

Our 5 Favorite Customer Experience Articles Right Now


You know we’ve always got your back, dear Reader. We’re continually exploring, expanding, reading, learning, asking questions, and sharing our insights. Trends are gonna trend and we’ll be here to bring you up to speed, challenge the status quo, and let you know what you need to know!

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar 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.

3 Tips for Senior Care Reputation Management


The use of senior care reputation management is crucial in the industry. More Baby Boomers are retiring and their children look online first to find the best care available.

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How to Create a Customer Success Adoption Plan


Adoption is a stage in a journey, not a point in time. It is the process of continuing to derive ever-more value from your products and services. This experience of value is critical to the health of your customer relationship, so you need a customer success adoption plan. What is Adoption?

3 Customer Retention Strategies to Hold the Keys to Customers’ Hearts


It is five times more expensive for you to acquire a new customer than it is to retain one. With Customer Experience statistics like these, brands are under more pressure than ever to boost customer retention. Customer Experience Voice of the Customer

AI for contact centers: How Artificial Intelligence is transforming the contact center


Customer experience and contact centers, in particular, are great starting points to implement artificial intelligence (AI) solutions since they are a large source of customer information, generating enormous quantities of data that is impossible to process manually.

The Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.


Michel Falcon Experience

THIS IS IT! The final installment of my Four Generations of Customer Experience series. THE PEOPLE FIRST CULTURE ERA. (I I may have a bias towards this era). Watch this video if you want to learn how to build a brand that’s admired by customers, employees and communities alike.

24x7 Customer Service Performance Optimization: Constantly Monitor, Measure, Recognize & Reward Quality


CX Culture

How Oscars’ Inclusivity Failed & Why Your Brand Cannot 


When it comes to understanding and moving in tandem with consumer trends, one would think Hollywood had its pulse. But, interestingly, it seems that fantastically famous folk can become a tad out of touch with “the people” from time to time.

UJET Releases Research with Insights on the New Tools Shaping Customer Support

CSM Magazine

New report further establishes the need for building seamless customer experiences across all channels and touchpoints. UJET Inc. ,

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Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Use Story Connection Strategy to Engage Employees and Clients

One Millimeter Mindset

Story connection strategy is a compelling way to engage colleagues. Yet, this strategy is underutilized. Mostly because you are storytelling uncomfortable, aren’t you? As a result, you avoid incorporating your own story into investor pitches.

10 Best Social Media Management Tools of 2020


I don’t even have a flicker of doubt when I say that Social Media is the undisputable King when it comes to marketing and audience outreach. It is one of the most powerful medium to increase your audience, procure customers and fortify your brand.

5 Steps to Train Your Employees in New CX Initiatives


With over 15 years of experience in the customer experience (CX) space, I have seen multiple companies employ training efforts to get their employees involved in new CX programs and initiatives.

Dealing With Emotional Injuries Caused by Customer Anger

CSM Magazine

When you work in a customer facing job, dealing with irate customers is, unluckily, just part of the job. But what do you do when customers cross the line from standard grumpiness to downright bullying?

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

Top 5 Customer Success Takeaways from CCO USA


Top 5 Customer Success Takeaways from Chief Customer Officers USA. ChurnZero had the opportunity to attend and sponsor an event last week called – CCO USA.

The 6 Customer Experience Rules Banking Leaders Follow… That Any Business Can Learn From


No matter who you are or what your financial needs are—consumers and businesses alike—you need an institution to help you manage your money. From national, regional, and community banks to Credit Unions and “non-banks,” there’s no shortage of choices.

Behind the Scenes of Dow Jones’ Customer Care

Think Customers

At its core, excellent customer support is about making your customers feel understood and appreciated by your business.

Should We Relegate Customer Service to Bots?

CSM Magazine

AI is a huge trend today – and everyone wants a piece of this pie. It is used in digital marketing, data analysis, and of course customer service. One can hardly deny the extreme usefulness of this technology in answering customers’ queries because it allows a much faster response time.

Proven Strategies to Increase Case Deflection & ROI

Speaker: Matt Laurenceau, Head of BMC Communities

Many organizations and community managers aim to provide, among other things, effective customer self service support through their online community. While this is all well and good, without taking a strategic and data-driven approach to these types of programs, success may be limited. This webinar will teach you about the strategies and programs that drive success across your community.