Tue.Oct 08, 2019

Proactive Customer Success Strategies that will get You Ahead of the Game


Proactive customer success means focusing on what is going to happen next. It is about making things better, taking things further, and using your understanding of your customers to prepare them for the next phase of their business growth.

Deliver Better Customer Service by Breaking Down Internal Barriers

CSM Magazine

In the second of a special Customer Service Week series, Samantha Saunders, Head of Innovation & Regulatory Compliance at OmniServ explores how cross-training staff improves morale, attitude and service delivery.

Service is a principle, not a campaign

Customer Enthusiast

This week is Customer Service Week (Oct. 7-11), one week out the year when customers and customer service quality are celebrated. As much as I enjoy and support recognizing customers and service quality, I can’t help but question the superficiality of hanging banners, donning t-shirts and buttons, and ordering pizzas to honor customers for one […]. The post Service is a principle, not a campaign appeared first on Steven Curtin. Customer Service Employee Engagement Enthusiasm at Work!

How to Dramatically Improve Workflow Efficiency


When the challenge is on for your business to start accomplishing more, planning more, and being more productive on a daily basis, it can be a struggle to find the flow that works best for your company.

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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.

Beyond Chatbots: How To Use AI to Build a Better Customer Experience


Artificial intelligence is awesome when it comes to asking Alexa what time the latest Disney movie is showing at your local cinema this weekend, or finding out whether to wear an extra layer when you head out of the house. Virtual assistants have become commonplace for supporting day-to-day life with simple tasks, such as adding a calendar reminder for a meeting, converting cups into pints, or navigating to the nearest coffee shop.

More Trending

Beyond the Ruling: Active Consent Is More Than a Checkbox

Vision Critical

“Check this box to consent.” “To To opt out, uncheck this box.”. Customer Insights Security, Trust & Transparency

The Power of Empowerment

Horizon CX

Many organizations today claim to be customer-centric. Customer-centricity and claiming to have transformed a business from one that previously focused primarily on products and services and now into one that values customers and customer experience above all else is a concept growing in popularity.

IFS & Astea Announce Definitive Agreement to Strengthen Global Leadership in FSM Business


Combined company will have strengthened leadership position in Field Service Management (FSM) by integrating two of the most established and well recognized players in the market.

Amazing Business Radio: Sam Lessin


Customer Service Drives Value. Measuring the Customer Journey to Meet New Expectations. Shep Hyken interviews Sam Lessin of Fin Analytics. They discuss the changing needs and expectations of customers, and how to keep customer service simple while delivering satisfaction.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

Five Things CEOs Want Their Sales Leaders To Know

Integrity Solutions

When it comes to the sales leader’s performance, the best CEOs are holding them accountable for more than just the number; they expect them to grow their people, too. As the revenue producers, it’s not surprising that the sales function is always on the mind of the CEO.

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The Building Blocks of Predictive Service: Machine Learning and IoT


In this age of remote diagnostics and assisted decision making, field service customers increasingly refuse to accept equipment downtime. They want to buy positive service outcomes—not just equipment and service for it when it breaks.

Introducing Earning Transaction Point Limit


The reality is w e all make mistakes. That includes our employees. We’ve seen several examples of employees giving customers too many points. This can cost businesses real money if they are not careful. new features

Business Users Love SurveyGizmo


The G2 Crowd is a valuable resource for businesses looking to invest in enterprise solutions. It provides real-time and unbiased user reviews to help people objectively assess what is best for their business.

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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.

Amplify and Google’s Recent Updates to Structured Data


Product Updates

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The Top SaaS Metrics Your CSM Team Needs to Monitor


As a CSM or customer success leader, you know the importance of success – not just for your customers, but for your department and your business as a whole. But what is the best way to define success in these avenues? Success isn’t based on “we think” or “we feel”. It’s based on data.

Amplify and Google’s Recent Updates to Structured Data


Product Updates

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The importance of customer feedback management


Collecting customer feedback is critical for the long-term success of your business. Top performing companies understand the important role customer feedback plays in business.

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.

Identify Your Social Media Maturity & Advance Your Social Marketing


Every brand could stand to do better on social – and not just from a social marketing standpoint. Each company can be found somewhere on the social media maturity spectrum and its sophistication (or lack thereof) comes with different challenges and opportunities.

How to Avoid Psychological Biases in Your Research


In a perfect world, all the data you collect from your surveys would be 100% unbiased. But I don’t have to tell you that’s not the world we live in. In reality, bias is common in research.

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11 Important Leadership Lessons from a PIXAR Founder

Russel Lolacher

Our own experiences, successes and failures, are necessary for our learning in how to be better leaders. But it’s also pretty important to look at other people’s big wins and crashing burns.

Transforming Customer Experience with Data: 5 Tips

Answer Dash

All companies aspire to deliver superlative personalization and customer experience. Brands like Disney, Amazon, and Netflix deliver amazing CX in our personal lives, but why haven’t more brands achieved these heady heights?

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Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.

Beyond the Buzz — Khoros AI and ML Today and Tomorrow


Maybe you’ve heard this one: Guy walks into a bar, and the bartender says “What’ll you have?” Without missing a beat, the guy says, “Based on the last ten people you served, you tell me!”.

Key Takeaways And Our Take On Oracle OpenWorld 2019

Forrester's Customer Insights

Allen Bonde and I chat about key takeaways and our take on the recent Oracle OpenWorld 2019 event. age of the customer

The Senior Care Industry’s Guide To Online Reviews


It's a rapidly growing industry. The senior population is expected to reach 83.7 million. Projections are that 10,000 people per day will turn 65 for the next 20 years. It's also estimated that one in five Americans will be age 65 or older by 2030.

Citizens Challenge 2019: Driving Innovation In Banking

Forrester's Customer Insights

Hackathons can be an excellent way for financial services firms to round out their innovation portfolios. Innovation events like these can help address changing consumer needs and behaviors, as well as competitors’ responses to them.

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.