Mon.Jan 18, 2021

Love Your Employees As Much As You Love Your Customers

Kerry Bodine

While my co-author Harley and I were prepping Outside In for publication back in the spring of 2012, I learned about the strange practice of soliciting “blurbs,” those pithy words of praise on a book’s back cover that tout the messages inside.

Mitchell: Excellence in the B2B Customer Experience

NICE inContact

As anyone knows who’s ever filed an insurance claim or been hurt in an accident or at work, it can be a long and frustrating process, with a lot steps and back-and-forth. Or it used to be. In recent years, though, technology has made a huge difference, streamlining the whole process.

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McDonald’s Hot Coffee Case and the Customer Experience

Steve DiGioia

We all know that the coffee McDonald’s sells is too hot to drink when served. If you put it to your lips, you’ll most likely receive a burn that will be far worse than anything most people have ever encountered. So why do they make their coffee so hot?

If we can see it, we can fix it: How vision is expanding the roles of customer service staff


There’s a new trend in customer service: the borders between technicians and agents are becoming blurred, with each one taking on aspects of the others’ traditional roles.

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.

How Are You Receiving Early Warning of Customer Discontent?

Wired and Dangerous

Sitting by the window on the top floor of a high-rise Dallas hotel provides an amazing panoramic view. Weather becomes up close and personal. We watched a major rainstorm crawl across the distant plains and deliver a hard punch to downtown Dallas streets. It sent pedestrians scurrying for cover.

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5 Top Customer Service Articles For the Week of January 18, 2021


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. 21 Tips for 2021 Customer Experience Excellence by Lynn Hunsaker.

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Keep Your 2021 Sales Pipeline Full Using the Selling Lessons of 2020

Integrity Solutions

By Will Milano. This past year laid bare some critical underlying selling skills and cracks in their sales pipeline that sales leaders were able to ignore or avoid while focusing on more immediate concerns. There’s no putting it off anymore.

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New Research Reveals Changing Consumer Priorities in 2021

Brandwatch CX


?Automation Predictions for 2021 and Beyond


Nobody thought 2020 would pan out the way it did. And while nobody can say for sure what will happen in 2021, one thing we are confident in is that automation technologies are going to continue to boom.

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!

NRF 2021: Trends that Retailers Bet will Outlast the Pandemic

Think Customers

With 2020 in the rearview mirror, retailers are ready to embark on a new path forward. However, it’s impossible to look ahead without acknowledging the changes that the COVID-19 pandemic has imposed on retail businesses, their partners, and consumer expectations.

Double your survey response rate with Pulse Surveys


Understanding what your customers like and want is key to making marketing magic happen. Surveys give you the ability to ask questions of your customers, get answers, then uncover insights that help you better understand your customer needs.

Smart CRM Basics: The Power of Machine Learning in Marketing


Welcome to another episode of our Smart CRM Basics series. This time we discuss the importance of implementing Machine Learning (ML) in your CRM marketing plan. ML combines science, statistics, and computer coding to make powerful predictions by detecting patterns.

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Centralize every customer interaction with Unified Inbox


It used to just be a phone call or an in-person visit. Then came email – then text, followed by social media and webchat. People now engage with multi-location brands across multiple channels.

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!

The Heptagon Awards


The Heptagon. Awards. for CRM Marketing Excellence. The 2021 Heptagon Awards by Optimove honor the most inspiring CRM campaigns, teams, and marketers, putting the intersection of intelligence and creativity on a pedestal. Campaign. Awards.

The Ultimate List of Product Experience Resources for 2021


As we embark on the New Year, now is the perfect time to catch up on Gainsight’s Product Experience resources from 2020. We compiled our best Product Experience resources from last year, from blogs to ebooks to webinars.

The Heptagon Awards


The Heptagon. Awards. for CRM Marketing Excellence. The 2021 Heptagon Awards by Optimove honor the most inspiring CRM campaigns, teams, and marketers, putting the intersection of intelligence and creativity on a pedestal. Campaign. Awards.

CPO of Zuora, Chris Battles Shares How to Bridge into the Field of Product


It is rare for Gainsight CEO Nick Mehta to be surprised by a guest. But in a recent webinar, Chris Battles, Chief Product Officer at Zuora, presented him with a view and definition of Product rarely heard. Zuora is a Silicon Valley-based company with customers and offices all over the world.

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.

How FHIR and microservices can solve the challenge of fragmented care


Reducing unnecessary emergency room visits through patient engagement and data analytics Americans invented fast food, overnight shipping, meal kit services, and the 24-hour convenience store — we want everything available […].

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Passion for Product and “The Boss” Led Lee Weiner, Chief Innovation Officer at Rapid7 to the Top


Over the past year, Gainsight’s CEO, Nick Mehta, has interviewed a plethora of Chief Product Officers in the series Path to Becoming A CPO. As Nick explained in a recent conversation with Lee Weiner , Chief Innovation Officer at Rapid7, there was no direct path to the top early in all their careers.

Video: Diversity, Inclusion, and Climate Change


Last year, Uplight embarked on a journey towards becoming a more diverse and inclusive organization. Not only is this important for our organization, but for the communities that we partner with our utility clients to serve. Watch the video to learn more.

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How an Entrepreneurial Spirit Led Anand Chandrasekaran to CPO


Being in tune with your career observations, work environment, and the industry’s current ebb and flow is necessary for anyone looking to make headway in the employment journey. Often, one is merely waiting for the opportunity to show, hoping that some kind of fate lends a hand.

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!

Customer Love: Top Benefits and Best Practices for SaaS


Imagine SaaS to be a dating site! Bear with me for a minute. Now, it is trying to find out a lifetime of commitment – which again, let’s be serious is a scary thought for the many potential suitors out there.

The Heptagon Awards


The Heptagon. Awards. for CRM Marketing Excellence. The 2021 Heptagon Awards by Optimove honor the most inspiring CRM campaigns, teams, and marketers, putting the intersection of intelligence and creativity on a pedestal. Campaign. Awards.

SaaS Growth Levers: The Entrepreneur’s Guide to SaaS Success


Many entrepreneurs have joined the bandwagon of SaaS industry, but they are yet to realize that SaaS growth model is quite different from traditional ones. A deep understanding of SaaS growth levers can take your business to the next level.

A Coronavirus Survivor on What it Takes to Lead through a Pandemic

Think Customers

As the COVID-19 pandemic drags on, prevention guidelines and restrictions can feel incredibly challenging. Eric Yaverbaum, CEO of Ericho Communications, knows firsthand what it is like to be stricken with the coronavirus while leading a company.

Considerations When Building Multilingual Communities

Speaker: Adrian Speyer, Head of Community for Vanilla

Communicating in your native language is very powerful and can make customers feel welcome and heard. However, creating multilingual communities online is not just important - it’s complicated. Successfully supporting customers in their own language goes much further than just translation; there are many things to consider. Join us on March 9th, 2021 at 12:00 PM ET, as Adrian Speyer, Head of Community for Vanilla, shares his years of experience in creating and working with companies looking to create global communities. He will unveil his secrets for your success and the things to watch out for when you decide to dip your toes into creating multilingual communities.