Wed.Jun 09, 2021

What Netflix Has Taught Us About Customer Success and Keeping Things Simple


We’ve watched A LOT of streaming TV this past year. Mostly for work, of course. I mean, how else were we supposed to “research” the many parody videos we had to create for Pulse Everywhere?

5 things every contact center leader should know about customer acquisition cost

NICE inContact

By now, contact center leaders are well aware of the impact great CX has on customer loyalty. Providing satisfying customer service experiences can build strong relationships that lead to lower churn and can turn happy customers into brand advocates.


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3 Actions to Take on the Road to Leadership Bravery

Customer Bliss

“The best way to learn if you can trust somebody is to trust them.”. Ernest Hemingway. Companies that practice what I call “ leadership bravery ” are choosing to reverse the trend on business practices that have defined their industries.

Six Ways to Handle Angry Customers


Everybody has angry customers. Some customers are angry because they have a complaint. Some are just having a bad day. Whatever the reason, you must know how to handle angry customers.

The History of the Word "Hacker"

According to one of the best English etymological dictionaries available, the word "hacker", with the sense of evil/good and brilliant computer programmer, was born in the halls of MIT. This fact alone reminds us that culture and words begin in actual places. At that time, to hack code, or hack out code, had a negative connotation. Where did this come from? Read this eBook to learn how the word "hacker" has evolved.

6 Ways to Boss Customer Service Calls

Myra Golden

GET MORE IDEAS LIKE THIS. Now you can give your employees even more great skills for delivering the best customer experience and for handling difficult customer situations. Sign up for my email list and learn specific tips, approaches, and phrases to help your employees help your customers.

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More Trending

Commonly Outsourced Restaurant Answering Service

Magellan Solutions

Commonly outsourced restaurant phone answering service . A bustling kitchen and dining room full of hungry customers is the goal of every restaurateur. Unfortunately, it can be difficult to run a tight ship and maintain open lines of communications with prospective diners.

How to be an effective API Product Manager


In light of the Supreme Court’s recent decision that API interfaces can no longer be copyrighted, companies need to rethink what value their APIs deliver to the customer. Is the […]. The post How to be an effective API Product Manager appeared first on PK.

What You Need to Know About IP Contact Center Outsourcing

Magellan Solutions

Know What Makes IP Contact Center Outsourcing Different from Old School Call Center. The Philippine BPO call center has veered away from traditional focus on outgoing and incoming voice calls. Instead now offers IP contact center outsourcing. Traditional call centers are not entirely obsolete.

6 Signs It's Time to Replace Spreadsheet Schedules with a Workforce Management Tool


Let’s face it. Spreadsheets were made to manage numbers, not to manage people. For scheduling and managing the complexities of a high-demand agent workforce, spreadsheets do not cut it. In fact, they can be a detriment to the effective operations of your contact center. Workforce Management

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!

045: World Class Internal Culture

The DiJulius Group

Chief Revolution Officer John DiJulius of The DiJulius Group talks with Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy.

The Big Retail Industry Trends for 2021

Brandwatch CX

Proactive vs. Reactive Chatbots – Pros and Cons


Summary: What Is a Reactive Chatbot? So Then, What Is a Proactive Chatbot? Why is proactive support important? Benefits of Proactive Chatbots. Proactive Chatbot Best Practices – When and How to Use Them. Is There Any Disadvantage to Implementing a Proactive Chatbot?

After Sales Services in Software Companies

CSM Magazine

Providing a good after sales service is vital for software companies. Making sure their customers are satisfied and all their problems are taken care of will help the company retain customers in the future. It can also encourage previous customers to come back and invest in software down the line.

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.

Alchemer Adds Former KPA CTO to Leadership Team


LOUISVILLE, COLORADO, JUNE 9, 2021?–? Alchemer (formerly SurveyGizmo) – a global leader in customer experience (CX) and voice-of-the-customer (VOC) technology – announced today the hiring of Brandi Vandegriff as CTO.

Doubled number of campaigns surpassing the 290 monthly messages


The post Doubled number of campaigns surpassing the 290 monthly messages appeared first on Optimove. library


Helpful Guide in Choosing the Right Staff: Check Out What to Look For and What to Avoid

CSM Magazine

Whether you are expanding your business or starting a new one, hiring staff can be tricky and complicated. Knowing who you want and choosing the right person are two very different things, so it can be easy to make simple mistakes.

For a Second Straight Year, Optimove is Recognized as a Challenger in the Gartner Magic Quadrant for Multichannel Marketing Hubs


“Optimove, the leading CRM Marketing Platform, announced today that Gartner has recognized it as a Challenger in its 2021 Magic Quadrant for Multichannel Marketing Hubs.

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!

Are You Professionally Valuable or Just A Professional Freebie?

One Millimeter Mindset

Being professionally valuable to colleagues and clients is an ethical, strategic, and purpose-driven choice. You put the work in to attain those 10,000 hours of mastery. Your value is how you deliver on your professional promise.

I’m Optimove certified!


Contact us today to learn how you can use Optimove to orchestrate your marketing campaigns and customer journeys. The post I’m Optimove certified! appeared first on Optimove

Gainsight Clients Have Higher Growth Rates, Net Retention and Valuation Multiples


Co-Written by An Yan , MBA Candidate at Stanford Graduate School of Business. What’s the ROI of Customer Success?” This is a question I hear all the time in the Customer Success community. Since CS is still a relatively-young profession, we still own the burden of proof.



The post Melita appeared first on Optimove. customers

Leadership Panel: Lessons Learnt from a Global Support Community

Speaker: Panel hosted by Adrian Speyer, Head of Community, Vanilla Forums

Are you struggling to support your global community? Or, are you not even sure where you should start. Establishing a global support community comes with many many questions. How do you encourage your customers to help others? What are the key metrics to measure? What are the biggest challenges? Our super panel consists of community leaders from around the world, each of whom, have experienced and overcome the challenges of a global support community. They are ready to share the trials and triumphs, and everything in between, on the road to a successful community.

Harness the Power of Secondary Research in UX

dscout People Nerds

While doing primary research for every project is ideal—it’s not always realistic. Refine your research question and save time/resources by incorporating secondary research

Live From San Francisco it’s… Pulse Everywhere! Here’s What We Did on Day One


What were you watching a year ago from today? Maybe you were watching Parasite after it won the first non-English Oscar for Best Picture. Or perhaps you were reliving Michael Jordan’s glory days through The Last Dance.

An Introduction to Data-Driven Customer Success


Data is a crucial aspect of customer success management as it provides analytics that allow you to retain customers, upsell to them, and more. You can integrate this data into your customer account journey to track sales activities and optimize the process.

10 Takeaways from Our Day One Pulse Everywhere Keynote


Part I-The Morning Session Keynote. Day One of Pulse Everywhere brought with it, once again, a new Pulse experience. Just two years ago (has it really been two years?!), we packed into Moscone Center.

Customer Engagement Is a Two-Way Street

Two-way engagement means creating opportunities for conversation. Go beyond the obvious step of responding to complaints and comments; your customers want and deserve more than that. Implement these four tips to boost your two-way engagement.