Tue.Jul 16, 2019

How to Turn Customer Experience Strategy into CX Execution


Let’s Talk CX Strategy. Do you know your customer experience strategy? Do you know how this strategy is being translated into the everyday actions and behaviors of your employees?

Why You Should Focus on Nurturing the Customer Relationship


The digital transformation of business has created a customer-centered economy where customers seek short-term commitments and value choice, flexibility, and personalized service. This has irrevocably changed how enterprises need to approach customers.

How to Ask for a Customer Reference (and actually get one)


David shares how he built an award winning CS team, by developing an effective customer health score. Customer Success Customer customer journey Customer Service

One Giant Leap is Necessary to Improve Your CX


Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Show Patients You Care: A Case Study on Customer-Needs-Driven Design

Customer Bliss

In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below.

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5 Key Emotions to Ensure Customer Loyalty

NICE inContact

We think it’s important to strike a balance between automation and a human touch in digital customer service. Sure, we live in a world that increasingly relies on technology, but we believe this only emphasizes the qualities that are particular to human communication, not replace them. The connections between customer experience and loyalty are clear. Let’s take a closer look at the actual emotions that inspire loyalty.

10 Reasons to Locate Your Contact Center in the Friendly North


Looking for an onshore contact center partner? One that can wow your customers while simultaneously delivering an unparalleled ROI? Your answer may just lie to the friendly north.

Amazing Business Radio: Cameron Mitchell


“Yes” is the Answer; What is the Question? Putting People First to Achieve an Exceptional Customer Experience. Shep Hyken interviews Cameron Mitchell, Founder and CEO of Cameron Mitchell Restaurants. They discuss Cameron’s customer service philosophies and his new book, Yes is the Answer!

The Surprising Effect of Choice Architecture on Your CX

Beyond Philosophy

I live in Sarasota, Florida, and recently, there have been some interesting changes to the public benches. Halfway along the seat, there are armrests. At first, I thought it was to make them more comfortable than they were without an armrest in the middle.

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.

Intelligent Automation, Mobile, and Customer Support for Millennials and Generation Z


UJET’s Connor Sutton, Team Lead of Customer Success, participated in Destination CRM’s Digital Transformation: From Call Centers to Customer Engagement Centers webinar. His section discussed the need to intelligent automation and how customer support must look at mobile as a primary channel.

Qriously Launches Beta Survey Design Tool

Brandwatch CX

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{Infographic} Five reasons to choose Experience Management over Traditional Survey


Every brand aspires to be the leading brand – not simply the one in the masses. Companies that leverage the power of innovation and artificial intelligence in listening and responding to customers, will be the next successful brands in the industry.

Easy Steps to Optimise your Homepage for Lead Conversion


What is the aim of your homepage? Conversion and education are key points to optimise your homepage in B2B marketing. But you need to be realistic and think about why people may visit it. The most likely reason is to gain a better understanding of what your business is about.

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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

How Customer Success Can Rescue the CX Industry

Sampson Lee

Recently I read the article by Bob Thompson, CEO of CustomerThink Corp., Could a “Customer Success” Mindset Save the CX Industry?

How to Respond to Negative Reviews on Glassdoor (with Examples)



Can customer emotion intensity be linked to business metrics?


Voice of the Customer. Can emotion be linked to business metrics

What is Call Center Performance Management?


What is Performance Management? Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

CSM from the Trenches: Mentors – Nina Wilkinson, Director of Customer Success, AspireIQ


Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients.

Why You Should Focus on Nurturing the Customer Relationship


The digital transformation of business has created a customer-centered economy where customers seek short-term commitments and value choice, flexibility, and personalized service. This has irrevocably changed how enterprises need to approach customers.

Six Common Mistakes Almost Everyone Makes In Quality Monitoring In Contact Centers

Myra Golden

After I deliver a customized, engaging customer service workshop, I help my clients reinforce the main ideas. One way I do that is by teaming up with the company’s Quality Assurance team.

Gainsight PX vs. Mixpanel: 10 Advantages of Gainsight PX


The daily life of a product manager is busy—you don’t have time to waste on software that doesn’t fit your needs. Especially when you consider how much time and resources get put into evaluating, implementing, onboarding, and navigating change management.

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.

5 Best Social Listening Tools for Agencies


Agencies have very specific social listening needs and require specific tools – both for their own business and for the brands that depend on them. To help them succeed, we’ve created this short list of five best social listening tools for agencies!

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Are you getting these 3 critical things from your customer feedback?


When it comes to soliciting pre-release customer feedback, most teams focus on one thing: bugs. Understandably so – a buggy product in a competitive marketplace is kryptonite to a successful launch.

Why QA is Essential for Customer Experience

Hero Digital

In the current customer experience (CX) landscape, companies are aiming to create emotional brand connections with customers. But experiences can’t be meaningful if they aren’t frictionless. To achieve that standard, it’s important that companies don’t forget the importance of quality assurance (QA).

Why Hybrid Cloud Is the Answer for Retailers


Retail may not be the first thing that comes to mind when you think about technological innovation, but think about how much eCommerce has transformed the way we buy things just over the last five years, much of it thanks to the use of powerful databases. . We now have a seemingly infinite amount of choice with thousands of online retailers and a mind-blowing array of options just a click away.

5 Ways to Engage Employees for Immediate Impact

Speaker: Vicki Brackett, Author and COO of Sinousia

Author of the new book The Leadership Toolbox and Chief Operating Officer of Sinousia, Vicki Brackett shares creative and proven ways to engage your employees in either work at home environment or traditional brick and mortar. These strategies have been vetted by thousands of employees and have a track record of making immediate impact to customer service satisfaction scores, sales conversion, absenteeism and employee retention. When it comes to employee performance, you must be proactive on the front-end, or you are forced to be reactive on the back end!