Fri.Apr 09, 2021

Why You Must Drive the Customer Experience with the Employee Experience

Doing CX Right

Employee experience matters just as much, if not more than the customer experience. Learn why and what you can do to differentiate your brand. The post Why You Must Drive the Customer Experience with the Employee Experience appeared first on Doing CX Right.

Live Chat Benchmark Data & Best Practices for Financial Services & Banking


Today’s customer service expectations cross over industries. If a consumer has a positive experience in one industry, they’ll expect it in another.


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Turn Your Dashboards Up to 11

Heart of the Customer

Does it take you five hours to update your customer health dashboard, only to have three people barely glance at it? Worse yet, did someone else send out an Excel report that everyone read instead, even though you have a dashboard for their use? In other words, is your dashboard on mute?

Guest Post: Customer Service Telephone Skills – Master Your Art of Conversation with Clients


This week we feature an article by Vihar Naik a writer for CallHippo , a cloud-based Intelligent virtual phone system for business & enterprise. He writes about skills everyone should have to communicate effectively with clients.

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.

Q&A: Surviving Stress in Customer Success


Customer Success is fueled by customer interaction. Working with people and building relationships brings us joy, fulfillment, and satisfaction – but also stress and exhaustion when navigating difficult conversations, personalities, or past experiences.

More Trending

The 7 steps to a lead-driving Google My Business profile


Google My Business has become pivotal to generating leads online. The overwhelming impact that Google has made on how consumers search, select and buy can’t be overstated. Even with the economy now reopening and vaccines rolling out, consumer behavior has been permanently altered.

This Week: Forrester Makes the Case for Asynchronous Messaging | Conversocial


Hello and welcome to. The Conversation Round-Up. where I sift through the latest news and trends in messaging, automation and customer experience to bring you the stories that matter. Messaging Channels Bots and Automation Industry News Digital Customer Care

Spring Has Sprung! Check Out Vanilla’s New Community Updates

Vanilla Forums

Explore Vanilla’s Latest Community Updates. Spring is here, and with the change of season comes a big release announcement! Explore Vanilla's newest community updates from the past few months, including major enhancements to Integrations, Theming, Search, and more.


The Top Inbound Contact Center For SMEs

Magellan Solutions

Set ups for inbound customer support services for SMEs. Customer service is crucial for success in your business. Customers are encouraged to choose you among others when they feel that you prioritize them. Let your clients have open communication channels.

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!

Improve Your Company’s Online Visibility With These Helpful Steps

CSM Magazine

Having a beautiful website is certainly a plus in terms of digital marketing. But if no one knows it exists or you’re not taking the right steps to increase your online visibility, then it will remain hidden away and prospective clients won’t be able to find you.

Watch: CRM Hack on RFM and our B2CRM Weekly News Update


PostFunnel Insider is Optimove’s series of CRM know-how, tips, news, and analysis videos. This time, we got the weekly news update, and a CRM hack on RFM. All previous weekly shows All our videos on Optimove’s Youtube channel.

Video 52

What is a Ticketing System in Customer Service?

CSM Magazine

If you work in customer service, from time to time your customers will have problems and complaints. Responding in an efficient and timely manner is key to customer satisfaction.

4 Ways to Maximize Double Opt-In Email Confirmations

Smarter CX

A double opt-in confirmation process is a valuable tool for protecting your sender reputation and email deliverability. This is especially true when used for offline sign-ups, open sign-up forms, highly incentivized sign-ups, co-registrations, and other instances that tend to generate high bounce and complaint rates.

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!

Consumer loyalty – meeting ever-evolving member expectations


Few would argue that the COVID-19 pandemic has changed the way we interact, the way we work and play… the way we live. Businesses have had to adapt and adapt quickly – and this is largely because they are dealing with a new breed of consumer. The scenario is played out in customer reward and loyalty programmes, a facet of commerce that has been forced to evolve with constantly changing customer needs.

Digital Accessibility Enters The Spotlight As A Business Priority

Forrester's Customer Insights

When the COVID-19 pandemic struck, in many cases making digital the only channel through which customers could interact with brands, Forrester saw a significant uptick in inquiries related to accessibility, mostly from companies getting serious about accessibility for the first time.

Secure Chat: A User-Friendly Alternative to Secure Inbox?


Cyber threats and data security are always top-of-mind for businesses and consumers alike. A changing technology landscape and stricter legislation (like GDPR and California’s 2020 Consumer Privacy Act) have led businesses to reassess how information is collected and stored.

Change Management in Customer Success


Change management is influencing people to do things in a changed or different manner. Change management in customer success is based on behaviour change. It means teaching people to do things in a better manner.

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.

Choosing a Customer Retention Software? 5 Points To Consider


Why choosing the right Customer Retention Software has become so important for B2B SaaS Business? To know the answer, let’s have an overview of how customer retention works for B2B SaaS Business.

April 09 – Customer Success Jobs


Role: Director of Customer Success Location: Columbia, MD, US Organization: Authority Brands As a Director of Customer Success, you will measure and manage customer success, engagement, and support. Primary contact between 10 brand leaders and the GPO (Group Purchasing Organization).

Toss Those Tea Leaves: Reading Real Signals Of Growth And Retention

Forrester's Customer Insights

Teams supporting retention, cross-sell, and upsell are most effective when they focus on the right signals from buyers and customers. At B2B Summit North America, learn more about these signals and how to use them.

TAM, That’s A Big Number!

Forrester's Customer Insights

In the last few weeks, I’ve had a few conversations about my recent report on how money is flowing into design: The Design Industry, 2021. Forrester’s estimate: Current spending is $162 billion ­— but some have told me our estimate is too conservative.

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!