Mon.Oct 12, 2020

Is Your Customer Success Team Reactive or Proactive? 


If there is one thing that customer success managers have learned throughout the ups and downs of 2020, it’s that there is no such thing as being too prepared. The SaaS industry has gone through a ton of instability this year, and seasoned CSMs know that this time of change is far from over.

eBook 61

B2B Customer Experience Best Practices

Craig James

B2B 217

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Introducing the new GetFeedback platform


Quickly adapt to your customers’ evolving needs with a modern CX solution. Product & News

Top Customer Service Considerations for Retailers in a Post-COVID World

Jerry Campbell

Retail 216

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!

How to Use Customer Feedback Analysis to Make the Most of Your Data

Sam Frampton

The reasons to collect customer feedback are obvious; in order to create the

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Is Your Team Better With or Without You?

Steve DiGioia

There are two viewpoints to take when answering the question; is your team better with or without you. It all depends on what is more important to you as a manager. Let’s break both sides down. Is Your Team Better With You or Without You? The Better With You Manager.

Dealing With An Unexpected Spike? Don’t Reduce Your Coaching

Jeffrey Newman


Your Ultimate Guide to Customer Experience

Catherine Thurtle

Get all the tools and information you need to manage, strategize, measure and impact all aspects of the customer experience for your business

ServiceNow BrandVoice: Great Customer Service Requires A Smarter Workflow

Jeff Koyen

Today, 84% of consumers value brand experience as highly as a company’s products and services. Here’s how any customer service department can leverage AI, self-service and more to maximize positive customer interactions—even during a global pandemic

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!

Is Your ATTITUDE Attracting Customers?

Wired and Dangerous

You are in complete control of your attitude. Victor Frankl in his classic book, Man’s Search For Meaning , described how prisoners at the Auschwitz concentration camp in World War II determined their longevity by the way they imagined their future. The book has sold over 10 million copies.

The Evolution of Customer Success

Suraj Sharma

The Evolution of Customer Success Before the Internet, customer interactions post-sales were slower. Think call centers and switchboards

The New Brandwatch Help Center

Brandwatch CX

Brandwatch Updates


CRM Hack: Testing and Evaluating CRM Strategy and Contribution


A challenge many companies face is understanding the CRM contribution in their marketing efforts. In other words, figuring out just how much their CRM is really worth.

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.

Your Ultimate Guide to Customer Journey Mapping

Harry Gough

When you’re looking to improve customer experience, it’s important to think like your customer. That’s where customer journey mapping comes in

3 ways to transform banking through automation


During this pandemic, clients are struggling to reach their banks when they need them the most, driving an almost 75% increase in call center volume. Financial institutions’ contact centers are inundated with heavy call volumes resulting in long hold times and time-to-callback.

5 Top Customer Service Articles For the Week of October 12, 2020


Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Radical Empathy And Other Ways To Rethink Your Customer Experience by Bridget Brennan. Forbes) Our world is changing by the minute (or so it seems), but amidst all the disruption, one thing remains constant: women’s domination of consumer spending.

What Customer Feedback To Collect - And When

Jack Davies

There are a number of different customer metrics to benchmark and monitor customer feedback

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!

Part 1: Enabling Collaboration of Customer Support Teams in Remote Environments

Team Support

“Right now, you as leaders have only one option: lead your way out of this challenge.” That’s what Mike Caracalas , leadership coach, executive consultant, and author of Ten Strategies to Get Better Results with People advised when we sat down with him last Spring.

Building a Customer Experience Vision

Jack Davies

The best customer experience programs rely on an overarching vision that can inspire an organization through years of program maturity

Top 12 Airtable Alternatives


We all understand how project management can be a daunting task. And when you have to use a tool that has limited functionality, project management will be a sheer disaster. . If you are using Airtable for project management, then maybe you’re already facing some issues with the app.

CEM 52

How to Leverage CX Metrics to Empower Your Business


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 community in empowering your customers, and generating value for your business.

Goodbye Mammoth Digital Transformation Projects. Hello Digital Business

Think Customers

The term “digital transformation” is meant to represent faster, more convenient, and more cost-effective ways that companies conduct end-to-end business through digital means.

ROI 52

The New Brandwatch Help Center

Brandwatch CX

Brandwatch Updates


With Your Customer Experience – Can You See the Forest for the Trees?

Innovative CX

On more than one occasion, I’ve been asked by a CEO to “fix the customer service department” so the organization can improve its customer experience. The request sounds like this, “We’re getting too many service-related calls in our contact center and that’s giving us poor ratings on our surveys”.

Top CCM Trends of 2020


It's trite but true: Technology is constantly changing and evolving. Sometimes those changes are massive, other times they’re almost unnoticeable, especially if you don’t know what to look for. That’s why it’s so important to keep up to date on the latest news and trends that shape an industry. This is especially true for industry leaders and decision makers. Customer Experience Customer Communications Technology

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.