Tue.Feb 23, 2021

Communicating CX: 12 Tips for Talking About Customer Experience

Experience Investigators by 360Connext

Customer experience is not a fad or a trend or a buzzy phrase. And yet organizations often treat it like it is. They hang a banner, then ignore it. They announce it as an annual theme, then forget it by February.

In H-E-B We Trust: How Admirable Acts of Leadership Earn an Army of Loyal Fans

Customer Bliss

The headlines are glowing: “ Texans Needed Food and Comfort After a Brutal Storm. As Usual, They Found It at H-E-B. ” –The New York Times. Opinion: Why H-E-B comes through in a crisis when Texas government doesn’t. ” –The Houston Chronicle.


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Best Practices for Small Business Customer Service in 2021


It’s true what they say: 2020 was a year for the books, and its impact on customer service was no exception. Companies of all sizes had to adjust to everything from the pivot to working from home to navigating rising customer expectations.

What 3G Sunsetting Means for Home Security Firms


3G sunsetting is a significant step in the evolution of wireless communication. Old 3G technology is set to become obsolete as manufacturers and MNOs shift towards 4G LTE and 5G.

Why Is Patient Engagement Important? | 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.

Ashley Edwards


Share this entry Share on Facebook Share on Twitter Share on Pinterest Share on LinkedIn Share by Mail Meet Ashley Edwards, a Customer Engagement Representative at GlowTouch.

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What You Need to Know About Direct Mail Marketing In the Digital Age

Hallmark Business Connections

This article was originally published on SpinSucks.com. With all the digital marketing channels now available, direct mail has fallen out of favor with a number of marketers—an unfortunate turn of events for brands.

What is the real priority, CX programs or CX?

Customer Enthusiast

Customer experience (CX) is the product of any interaction between an organization and a customer. If you have a customer, then you have CX.

Part 1: Three Ways to Achieve Success for Your Customers…and Your Bottom Line

Team Support

That’s according to the Customer Success Association who tells us that being able to prove your worth in both directions is the most crucial aspect of determining success.

How Gainsight Uses An Outcomes Based Framework to Drive NDR


Well, we made it to 2021, everyone! Before you start patting yourself on the back, take a look at your company’s customer base. You will probably notice a fairly consistent trend over the last year, which is you have many customers who did not expand their relationship with you.

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!

Building patient trust and establishing care in the age of telemedicine


Over the past year, the Covid-19 pandemic has rapidly accelerated patient and provider adoption of virtual care visits. With coronavirus raging across the globe and over half of American adults […].

Making an Impact During These Unprecedented Times (Part 1): Elaine Cobb, Vice President of Customer Success at Coveo


Vincent Manlapaz, in an interview with Elaine Cobb shares her thoughts on what organizations can do today (during these unprecedented times) to manage change and meet customer expectations.

How To Measure Customer Feedback With Semantic Differential Scale


Are you a business owner? . If yes, do you take feedback from your customers regularly? . If the answer to the above question was a “No,” then we are sure that there are more pressing problems that you need to handle than forgetting to collect customer feedback. Why? .

Outsource Agency Philippines And Its Advantages

Magellan Solutions

Why choose staff outsourcing Philippines. Because of business growth, there are a lot of industries that have taken to outsourcing. The BPO industry in the country has expanded into new alternatives over the years. You no longer have to worry about fully giving up control of your projects.

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!

Preserving Revenue with PX: How Measuring NDR is Easier With Retention Focus


The one metric that many SaaS companies use consistently to determine revenue from current customers is Net Dollar Retention (NDR). In this time of economic upheaval, it is a metric needed to prove to your board and stakeholders that you are on the right track.

Best Choice? Philippines Accounting Outsourcing

Magellan Solutions

Philippines Accounting Outsourcing Is Your Best Choice For Financial Services. Philippines accounting outsourcing companies diversify to meet global market demands. This ensures their stable market share in the worldwide BPO industry.

Important Factors to Consider Before Moving to the Big Apple

CSM Magazine

You aren’t the first and most definitely won’t be the last person who has dreams of moving to one of the world’s most famous cities. People have strived to move to the Big Apple – also known as New York City – for decades.

Peer Insights 4 – Retail (Without quotes)


The post Peer Insights 4 – Retail (Without quotes) appeared first on Optimove. customers

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.

Calabrio Charts Record Year-on-Year UK Growth as Demand for Cloud Technology Soars During Lockdown

CSM Magazine

Digital transformation acceleration drives cloud contact centre adoption of Calabrio workforce engagement management technology. Calabrio , the workforce engagement management (WEM) company, has seen a strong growth trajectory in the UK during the last 12 months, despite the global pandemic.

Why Citi’s $500M Mistake Is Really A Design Debt Interest Payment

Forrester's Customer Insights

Bad user interface design just cost Citi $500M: Three employees using poorly designed software accidentally sent $900M to one of its client’s creditors instead of $7.8M — then when creditors refused to return most of the money, a judge ruled in favor of the creditors.

What Is Your Professional Career Voice: Leader or Follower?

One Millimeter Mindset

Each of us establishes a professional career voice. Sometimes our voice is created consciously and conscientiously. On the other hand, perhaps you unconsciously create and reinforce a professional voice which is not an accurate reflection of who you are. Think about it.

All you need to know about CSAT (Customer Satisfaction Survey)


Your customers are the reason for the existence of your business as well as its success. So, providing an excellent customer experience should be. Source. Insight business CSAT CSAT survey customer customer satisfaction customerisking cx feedbackly feedbacklycxm kpi measure

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!

7 new automation features: Delighted’s powerful Zapier integration update


In a world of innovation, automation makes life easier and helps scaling businesses thrive by taking routine tasks off of busy plates. That’s why we couldn’t wait to share our latest updates to Delighted’s Zapier integration !

Peer Insights 1 – Retail (Without quotes)


The post Peer Insights 1 – Retail (Without quotes) appeared first on Optimove. customers

Women in CX: How a human-centred business is being built, by design


Loyalty Women in CX: A business being built, by design

Peer Insights 2 – Retail (Without quotes)


The post Peer Insights 2 – Retail (Without quotes) appeared first on Optimove. customers

Measuring Up: Choosing the Right Score for Your Community

Speaker: Nichole Devolites, Director of Customer Experience at SecureAuth

On Tuesday, April 20th at 12 PM EDT as Nichole Devolites will share an exclusive webinar on the top three scoring systems (NPS, CSAT, and CES) and what they are used for. Register today for the webinar!