Sun.Dec 01, 2019

O Come All Ye Faithful… Shoppers

Helen Dewdney

Ding Dong Merrily, or Not? It’s the first of December today. That’s when Christmas festivities can start, right? Apparently not. They now seem to start much earlier, with music already being played in shops and the same old tunes playing over and over again, driving staff crazy in the process.

How To Prove That Fixing Customer Experience Problems Cuts Costs

Forrester's Customer Insights

There’s an alternative approach to proving the economic value of CX, and it has some advantages: The math is simple and it’s hard to argue against. What’s more, you’ll be measuring something that executives like in good times and love in bad times: cost savings. age of the customer

Surveys Aren’t Dead – but people don’t care as much as you’d like


Someone once said, ‘don’t mistake your own enthusiasm for someone else caring’ I can’t remember who said it. I could use Google to find out. It may even have been me during one of my more catty moments. Either way, it seems applicable to some of what follows.

Dealing with Negative Customer Feedback


Every company wants to be showered with praise. Feedback is an essential part of modern business. Having a majority of good reviews will make. The post Dealing with Negative Customer Feedback appeared first on Feedbackly

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.