Thu.Sep 24, 2020

Don’t Just Drive CX Success, Sustain It

Heart of the Customer

We’re in the homestretch of my series on how to apply John Kotter’s change management work to customer experience! The penultimate seventh step, Sustain Acceleration, is an important reminder that you can’t rest on your laurels.

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The Customer Experience Shifts To Online Services


Delivery services are becoming more popular as we bunker down during the pandemic across several industries. With an increase of lockdowns, quarantines, and social distancing, we look to convenient services to help with our everyday errands.

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Customer Service Fact #1 – Tip #17

Steve DiGioia

There are many “facts” in business and countless quotes and statistics are tallied-up each year. Two staple examples are “The customer is always right” and “It’s more expensive to acquire a new customer than to keep an existing one”. These are certainly true.

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Creating Value for Customers: How to Help Customers Thrive


Making your customers successful is ultimately about delivering value —you can create value for your customers by placing them in a position to grow their enterprise through the efficient use of your product to meet their business challenges.

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!

In pursuit of optimality


This blog is written courtesy of Interactions R&D team.

More Trending

Jackpots! How to define JP-Sensitive players, and use JPs to Engage Players


The way lottery and online lottery work – where the jackpot continues to grow after every draw with no winning jackpot ticket, causing prizes to balloon and burst – makes the lottery industry unstable and unique compared to other gaming providers.

What is Customer Science? Is This the Next Wave of Change?

Beyond Philosophy

So, what is Customer Science? Like any embryonic change, Customer Science is evolving and emerging, like Customer Experience did over the years. In my view, Customer Science is the fusion between technology (mainly AI), behavioral science, and data. These individual parts are not new, but their integration under one concept is— and it can make a massive difference in customer-driven growth. Customer Science is the fusion between technology (mainly AI), behavioral science, and data.

Are Your Strategic Business Stories too Ambiguous?

One Millimeter Mindset

What happens when strategic business stories become too ambiguous to everyone, including you? Yesterday, we explored whether your compelling business stories are too specific and tactically focused. Today, let’s explore what happens when your stories get lost in the strategic clouds.

6 Important Sales Survey Questions to Ask your Team


Companies often suffer from departments not working well together. For smooth and efficient functioning, the different teams at any organization need to learn from each other. One of the most important teams to learn from is your sales team.

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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!

5 Ways to Better Engage with Your Customers and Become Less Boring

The DiJulius Group

Boring loses business. But the reality is, most of us are boring. Want proof? Just watch one of your own Zoom calls and see if you would be engaged with yourself. Well, 90% of us definitely would not! Virtual has changed everything. The rules are different now.

Customer Service vs Customer Success: What's the Difference?

Vanilla Forums

While it’s not uncommon to hear the terms “customer success,” and “customer service,” used interchangeably, one should be cautious of doing so. Yes, these terms are related and connected in various ways.

ICO fines fail to stop SMS spammers

Helen Dewdney

Today, 24 September 2020 the Information Commissioners Office (ICO) announced that it had fined Digital Growth Experts Limited (DGEL) £60,000 for sending thousands of nuisance marketing SMS text messages at the height of the pandemic.

Ways to Close the Customer Feedback Loop to Prevent Churn

Zonka Feedback Blog

When the customers are unhappy with your products and services, they stop doing business with you. This process of customers leaving you due to dissatisfaction from your brand is known as Customer Churn. Feedback Management

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.

5 Ways to Collect Customer Feedback and Make the Most of It

ProProfs Chat

In today’s day and age, offering proactive and solution-oriented customer support has become essential. Companies that are not able to provide state of the art customer support don’t grow at the same pace as their competitors.

Unlock Relevant Sales Experiences with Speech Analytics

Think Customers

The at-home environment has put digital, convenience, and proactive service into hyper-drive. This applies to sales as well as customer service. Inside sales associates are turning to new ways to meet and beat sales targets. One important digital sales tool is speech analytics.

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Caught in the Web: Stories of a Broken Journey. 17 September 2020. Gabriella Laster. Most Popular. Editor’s Picks. CRM Hack: Gamifying CRM Campaigns. Spice Up Your CRM Gaming Campaigns. The Best of Sports Betting Campaigns to Follow.

[Press Release] inSided named Leader in G2’s Online Community Management category as growth triples


The rapid acceleration and demand for Customer Community platforms in the B2B SaaS & subscription-based market continues to drive customer and revenue growth. Saas Trends User communities

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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!

Introducing the new Email Surveys Builder!


The post Introducing the new Email Surveys Builder! appeared first on Survicate. partnerships-3

What are the Benefits of Small Business CRM?

CSM Magazine

A small business with big dreams needs all the right tools in the right places to make a big impression and grow at a fast pace. Making use of small business CRM is one of the ways in which businesses can grow and get organized in a far better manner.

September 24, 2020 – Intro to Broken Journeys, and Brands That Get Political


The post September 24, 2020 – Intro to Broken Journeys, and Brands That Get Political appeared first on Optimove. library

How to Reward your Virtual Event Attendees Without Breaking the Bank


Think back to the last in-person event you attended. I’d be willing to bet that in addition to walking away with new knowledge, new skills and new connections, you likely also left with something else: swag! Everyone loves getting swag, gifts and rewards during events.

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.

How We (Re)Define “Having It All”

dscout People Nerds

What it means to “have it all” has changed. Etienne Fang, Principal Researcher at Amazon, wants to explore how people around the world redefine it


15 Tips for Better Customer Service Communication


Friendly Tone | 2. Positive Language | 3. Speak Their Language | 4. Communicate Clearly | 5. Train Your Staff |. Chatbots | 7. Reward System | 8. Feedback | 9. Communication Times | 10. Time is Money |. Brand Tone | 12. Personal Touch | 13. Manage Expectations | 14. Don’t Be Pushy | 15.

Apply Six Reporting Dimensions to Show More Account-Based Marketing Value

Forrester's Customer Insights

Does your account-based marketing (ABM) dashboard include these six critical reporting dimensions? Forrester analyst John Arnold shares the key elements of compelling ABM performance stories.

“Alexa, what’s the best price for Tide?” How voice-assistants are helping us shop

Beyond the Arc

Connected devices (i.e., the Internet of Things) increasingly affect our lives – from a car’s navigation providing the quickest route to meet a friend, to your smart watch telling you it’s time to stand. In a previous post we highlighted Five Things You Need to Know About the Internet of Things – including what it [.]. The post “Alexa, what’s the best price for Tide?” How voice-assistants are helping us shop appeared first on Blog

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.