Thu.Apr 29, 2021

How to Build a Strong Customer Service Culture

Help Scout

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook.

Supercharging Your Tech Stack with Totango: Collaborate with Ease


In this blog series, we discuss different Totango integrations that help to harness the powers of all of your technology platforms into one dynamic system that improves your team’s efficiency and takes your customer success to the next level. .


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Seeing Around Corners with Customer Experience Monitoring


I was listening to a Bloomberg technology panel the other day called “Seeing Around Corners.” It was a panel made up of senior technology executives from very large financial institutions, and the discussion was focused on the digital transformation going on in banking.

6 Ways to Improve Your Community Management Skills

Vanilla Forums

Community managers are the heart of most brand communities. They're expected to facilitate increased sales, customer retention, and overall business growth, whilst also working to cultivate and enhance relationships with consumers.

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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.

A guide for Conversational AI in Insurance


We’ve long been in the business of creating exceptional customer experiences and our innovation within the insurance space is no different.

More Trending

This Week: Forrester Makes the Case for Asynchronous Messaging | Conversocial


Hello and welcome to. The Conversation Round-Up. where I sift through the latest news and trends in messaging, automation and customer experience to bring you the stories that matter. Messaging Channels Bots and Automation Industry News Digital Customer Care

What is an Attribution Period?


Attribution periods play a major role in how advertising platforms set parameters around conversions. Marketing Attribution

The 100 Best Channel Podcasts Of 2021

Forrester's Customer Insights

Since posting our top 64 channel podcasts in 2019, there has been explosive growth in podcast adoption. The audio-only format is also expanding with the invite- and iOS-only upstart Clubhouse achieving 16.4 million downloads since it debuted last year, according to Sensor Tower.

How Does Content Improve SEO?


You can't talk SEO without talking content because there's no better way to improve your SEO game than by improving your content marketing. We've gathered common questions related to improving content and SEO, so let's dive into our question-and-answer session.

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!

Customer Satisfaction Guarantee: The Dos & Don’ts With Examples


“C’mon, mate. Let’s shop from here. They’re giving a 30-Days money-back deal on return. What more do we want?” ” We’re not even guessing here. You must’ve had such conversations before going on a shopping spree. And that’s how it should be.

How To Do SEO?


In today’s world of digital media, people have lost confidence in traditional advertising and are now more inclined to trust online reviews, brand interaction on social media, and authoritative website content.

How To Calculate Asset Turnover?


Let’s get to the crux of the matter right away! What Is Asset Turnover Ratio? Using the asset turnover formula, we can find the asset turnover ratio, which measures the efficiency of a company’s assets to generate revenue or sales.

What If There Were No CSMs?


By Nick Mehta – CEO, Gainsight. Imagine gathering Customer Success executives together and having them open up about pain points, processes, and the future of CS.

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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!

What Will Buying a Car Look Like for Customers in 2021?

CSM Magazine

The car industry has had a rather challenging and fraught year as a result of the pandemic, especially with so many regulations and restrictions stopping people from being able to buy a car for a large percentage of the year. With restrictions easing up, what might buying a car look like in 2021?

Software with a Service (SwaS) vs. Software as a Service (SaaS) | 4 differentiators to help shape your experience management program


Whether your experience management (XM) program has just recently launched, been live for decades, or is simply an idea at this point, it’s never the wrong time to evaluate how well your organization is listening to customers + employees and acting on those insights.

What Is the Best Way to Find a New Client?

CSM Magazine

If you’re a business that offers SME funding, you’re constantly thinking about ways to tap into different audiences and find new clients. It can be a real challenge, and one that can prove the difference between sustained success or a dangerous decline.

Here’s One More Thing That the Best Performing CRM Teams Have in Common


A couple of weeks ago, I learned – through a TikTok video – that when you make a sunny side up-style egg, you can break it just by dropping it straight onto the pan from about 30 cm (one foot) up. You drop it, it cracks, you pick up the shell. That’s it. No muss, no fuss.

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.

When NPS is the Wrong Metric to Measure


Net Promoter Score (NPS) essentially measures the likeliness of customers to recommend your business to others. The concept first appeared in 2003 in the. Insight customer customer experience customerisking cx feedbackly feedbacklycxm kpi metric NPS nps score nps survey

To Innovate Better, Choose Evidence-Based Innovation

Forrester's Customer Insights

Most companies know they need to innovate in their products, services, and customer experience (CX) but struggle to do it well.

Manila’s Call Center Best Practices

Magellan Solutions

Outsource your call center service with the most trusted providers. The BPO industry in the country has expanded over the years. You no longer have to worry about fully giving up control of your projects. Instead, you could take advantage of outsourcing for your company. Even if the team is under the Philippine BPO company, you are the only one who manages them the way you want. Managers would only serve as mediators. Here at Magellan Solutions, we help build a team and grow your organization.

How to Write More Effective Usability Testing Tasks

dscout People Nerds

Construct more realistic usability testing scenarios without sacrificing reliable data. See which mistakes to avoid and explore our example tasks

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!

13 Inclusive Design Changes to Increase Your Marketing Engagement

Smarter CX

The Americans with Disabilities Act (ADA), 21st Century Communications and Video Accessibility Act (CVAA) , and other laws forced companies to make their stores, marketing campaigns, and other aspects of their business more accessible to people with disabilities. However, many brands began to realize that huge portions of their customer base benefit from such accommodations.

Bro Culture, Fitness and American Identity, with Patrick Wyman, Podcaster and Observer of Culture

C Space

Bro Culture, Fitness and American Identity, with Patrick Wyman, Podcaster and Observer of Culture. Communications & Messaging

April 29 – Customer Success Jobs


Role: Director of Customer Success (Nonprofit) Location: San Francisco Bay Area, US Organization: Windfall As a Director of Customer Success, you will train, develop, and mentor a team of Customer Success Managers.

The fragmented world of Formula One with Ellie Norman, Director of Marketing and Communications

C Space

The fragmented world of Formula One with Ellie Norman, Director of Marketing and Communications. Communications & Messaging

Customer Perceptions of the Community Experience

Speaker: Mike Ellis, Vanilla Forums Marketing Manager

What do your customers actually want? In a land of ever-changing customer behaviors and expectations, brands need to understand the experiences customers value the most, and how these can impact their business outcomes. Join us on May 26th at 12 EDT for an in-depth discussion led by Vanilla's Marketing Manager, Mike Ellis. Mike will walk you through this research and guide you on community usage in terms of the most valued customer experience aspects.