Thu.Aug 22, 2019

The Key to Cultivating Loyalty: Taking Action on Customer Feedback


Your source for the best knowledge on collecting data to drive business improvements

Customer Satisfaction Best Practices You Need To Know


When you meet a customer’s expectations, you make them happy. That’s the basic concept behind customer satisfaction. Sometimes, however, the potential value of your product or service outstrips customer expectations.

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5 Challenges Customer Service Managers Face Today

CSM Magazine

Check out these five challenges currently facing Customer Service Managers on the quest for top-rated customer service. The field of customer service is a constantly evolving one, particularly as technology advances continue to come at a fast and furious pace.

How to win new customers with better experiences – Part 2


In our previous post we talked about what customers were expecting from companies they did business with. In this post we will cover the steps you must take as a business to ensure you’re doing everything you can to remain relevant to your customer at each step of their journey.

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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.

Workforce Management Basics in Today’s Contact Center: Part 2

NICE inContact

In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. In Part Two, we will seek to address intraday management and employee engagement as components of a WFM program. Intraday management.

More Trending

Are You Stepping Up to the Challenge? Prepare for Disruptions and Adapt to Consumer Behaviors

Customer Bliss

As a CX practitioner, I continue to see how technology ushers in disruptions across retail and other B2C service industries, but I want you to remember that customer behavior is the actual impetus for these disruptions.

7 risks of a bad research sample

QuestionPro Audience

The purpose of customer research is to develop new knowledge about the market. In order to do this, surveys must be designed to gather accurate, reliable data about customer preferences, from the right research sample. Then, the collected data are analyzed to produce new insights.

Survey 195

Do you say you want a Revolution?


Shep Hyken- acclaimed author, speaker, CX Expert, and this week’s ‘Sweets of CX’ guest- discusses his latest book, ‘The Convenience Revolution’. And- trust us- it’s a Revolution you want to be a part of.

Travel 195

Workforce Management Basics in Today’s Contact Center: Part 2

NICE inContact

In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. In Part Two, we will seek to address intraday management and employee engagement as components of a WFM program. Intraday management. You figured out the forecast and created a schedule to cover it, so now you can just coast, right? WRONG – much to the dismay of all workforce managers everywhere!

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.

The Bots are Coming!

Heart of the Customer

Actually, they’re already here. But are you aware of them? Today, I’m flying back from the CCW’s Executive Exchange. I not only enjoyed speaking at the event, but also the opportunity to attend its presentations.

The Importance of Digital Transformation


The business world is continually evolving. With new marketing and management trends, plus the ever-increasing awareness and sophistication of markets, companies that want to succeed today must be willing to change and adapt quickly. That is why digital transformation is more important than ever.

7 Ingredients to Creating an Influencer Marketing Strategy from Scratch


If you’re new to the influencer marketing game and need to create a strategy from scratch, this post is for you! And even if you’ve created an influencer strategy in the past, you’ll want to check out our seven ingredients, as they may add some spice to your efforts.

Website Personalization for the People


Picture this: you walk into a store and instead of having to shuffle through the shelves to look for the item you’d like to purchase, you would only see the products you want to buy. So why not do the same with the customers coming to your site?

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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.

Two-way street: Employee engagement impacts the customer experience journey


A company’s employees are often its biggest, and most important, investment. Millions are spent hiring, training, and retaining service-oriented team members. CX Programs Employee Engagement

Tech Trends in Customer Experience Management that Every CX Champion is Evaluating

Wootric CX Blog

Now more than ever companies must listen and respond to customer feedback. Positive customer experience not only wins you loyal customers but also brand advocates. On the other hand, a single bad experience can mean that customer loyalty takes a hit. .

Three Ways to Motivate Customer Service Employees

CSM Magazine

We all go through times when we’re not feeling the whole work thing. The mere thought of work brings on dread, we mop ourselves into the office later and later, and our eyes are rolled to the back of our head more often than not. These are all signs that we’re burned out or morale is very low.

Dave Wieneke teaches courses for Mini-MBA in Healthcare Management

Connective DX

This summer, our Healthcare Practice Director, Dave Wieneke, recorded twelve modules on Healthcare Marketing for the Mini-MBA in Healthcare Management at Rutgers University

Your Complete Customer Engagement Handbook

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

How Not to Treat Your Customers: 7 Things Customers Hate to Hear

CSM Magazine

Shep reflects on an unpleasant customer experience and provides some important lessons on how not to treat your customers. The other day I was leaving a parking lot that required me to pay on the way out. It was an automated system.

Become An Adaptive Thinker: Flex Between Divergence And Convergence

Forrester's Customer Insights

Every business runs on thinking, mostly in two modes: divergent and convergent. I’ve been researching this and I just published my findings in a new report to help individuals, teams, and organizations tap both modes. Divergent thinking helps you create — generating many alternatives.

10 Ways to Reduce Lineup Stress for Staff and Customers

CSM Magazine

Jeff Mowatt takes a look at the impact of waiting in line and how to improve the experience for customers and employees. How do you let a cashier know that you’re in a hurry when you’re waiting in line?

Give Customers Control of their Finances with an IVA


ATMs were invented in the 1960s, and they transformed the way that customers interacted with their bank.

How to Create an Exceptional Customer Experience

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

The State of the Email Salutation: Hi, Hello or Dear?

CSM Magazine

It’s possible that you are not aware of a raging debate online and in print regarding the proper email salutation.

Digitally Evolving Customer Mindset Will Reshape Indian Financial Services Landscape

Forrester's Customer Insights

Indian financial service customers are changing! Forrester surveyed 3,000 online adults in India on their financial attitude, expectations, and preferences and found that more than half of customers accessing the internet are constantly online.

Retain the Human Touch: How to Deliver Personalised and Helpful Customer Service

CSM Magazine

In an era of rapid automation and technological advances it can be easy to lose track of what customer service really means. As brands we need to ensure we are customer-centric, always putting their needs first and delivering a level of care that is personal and helpful regardless of scale.

How to achieve 130% MRR Retention?


Did you know that the difference between ordinary and extraordinary companies is 70% MRR? . Ordinary companies have around 60% MRR retention while extraordinary companies have 130% MRR retention rate.

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.