Fri.Jan 24, 2020

Guest Post: The Secret to Stand-Out Store-Level Customer Service


This week we feature an article by Brett Patrontasch, CEO of Shyft. Brett provides three insightful ways to help improve customer satisfaction and employee empowerment. Most retail businesses understand that the best service strategies won’t succeed if store-level employees don’t feel motivated.

The Complete User’s Guide to Transactional NPS


NPS is versatile as it can be sent not only during the end of a transaction but also at regular intervals which the company deems fit. It allows you to capture feedback at important intervals during the customer journey. There are two different types of NPS: Transactional NPS. Relationship NPS.

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9 Well-Meaning Yet Harmful Phrases to Avoid with Customers


9 Well-Meaning Yet Harmful Phrases to Avoid with Customers. Author: Emily Nesterick. In honor of the 62 nd GRAMMYs airing this weekend, I wanted to highlight a song nominee that’s become the unofficial anthem of dealing with difficult customers.

The Importance of Consumer Behavior in Marketing


Long-term sales stability is not just about having a great product. It's about meeting consumers' needs, understanding what makes them tick, and speaking to them in the ways that make them want to engage.

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.

Preparing Your Contact Center for the Unexpected

NICE inContact

NICE inContact has sought the guidance of our customers that are succeeding in call center excellence from Amy Latzer, Chief Operating Officer of 211 LA, Los Angeles County’s Health & Human Services Organization which provides citizens access to social services.

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How to Nail Your Customer Service Job Interview

Customers That Stick

So, how do you nail your customer service job interview? The first thing is to do all of the basics: be professional, research the company, even research the person you’re interviewing with. Past that, if you’re trying to get into customer service, I’ll give you one tip.

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The 4 YouTube Analytics Tools You Need

Brandwatch CX


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6 Tactics to Focus on for Preventing Customer Churn

Team Support

The concept of “customer churn”, or customers leaving a business, is something that keeps executives around the world awake at night. Especially in the B2B (business-to-business) industry, losing just one major customer can make or break a business.

The Secret of Pricing

Beyond Philosophy

The Secret of Pricing. Academia has a problem with names. They are not always, well, intuitive. Hyperbolic Discounting is an excellent example of a pertinent business area disguised in a difficult-to-interpret label. Hyperbolic Discounting does not mean what you might think.

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.

Just What Does B2B Customer Feedback Get You?

Daniel Group

What are the measurable benefits of a formal B2B Customer Feedback Program? When we first discuss the idea of a formal B2B customer feedback program with a prospective client, one question is what are the measurable benefits of such a program. It is an excellent question.

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10 NPS Best Practices to Follow in 2020


Here’s what Bill Macaitis, Slack’s then CMO said about NPS-. “I’m I’m a huge believer in NPS. It provides a north star for everyone in the company to understand how well we’re doing and how many people are actively recommending us. It’s a great gold bar.

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What Is Digital Transformation?


Definition of Digital Transformation: Digital Transformation refers to a business's adoption of technology and innovation to improve the efficiency and effectiveness of their business operations.

3 customer churn symptoms and cures


Date: Friday, January 24, 2020 Author: Tom Walmsley - Business Development Manager 3 customer churn symptoms and cures. Published on: January 24, 2020.

The Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.

What Is Consumer Buying Behavior?


Definition of Consumer Buying Behavior: Consumer Buying Behavior refers to the actions taken (both on and offline) by consumers before buying a product or service. This process may include consulting search engines, engaging with social media posts, or a variety of other actions.

How to Use Social Sentiment to Perform a Competitor Analysis


To succeed online, brands must have a big picture understanding of the landscape – and intel around competitors is a super important piece of that puzzle.

Improve Customer Experience in 2020 With These 3 Strategic Moves

Smarter CX

Wondering what’s on the minds of your employees this year? You don’t have to guess. According to an Oracle survey of more than 1,500 professionals across 20 countries and different disciplines , over 90% of respondents agreed that customer experience was a primary focus within their organization. Yet, the same study found that just 40% feel confident in both the current CX capabilities and their potential for future implementation.

10 tactics for optimising the commerce experience


Download this Whitepaper. Lead goal. TM Form. Not a TM Form. Internal or External. External. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Meet Your New Threat Intelligence, Vulnerability Management, And ICS Research Analyst

Forrester's Customer Insights

This month, I joined Forrester’s security and risk research team as a senior analyst covering cyber threat intelligence, digital risk protection, vulnerability management, and industrial control system (ICS) security. I am excited about joining the team and expanding Forrester’s existing research in threat and vulnerability management and securing the control systems that keep our manufacturing facilities, critical infrastructure, and communities safe and productive. In my opinion, […].

How to conduct market research – sophistication made easy


Market research is the marketing team’s most powerful tool in their pursuit to deliver back to the business. To help marketing teams deliver work that brings real impact, Qualtrics outlines how to conduct market research that uncovers insights to act on. As a new decade gets underway the marketing sector is faced with a strange paradox. While budget levels are at their lowest since 2014, marketing marketing teams remain optimistic about budgetary growth in the years ahead according to Gartner.

The I&O Organization Under Pressure

Forrester's Customer Insights

Whither Infrastructure and Operations? Cloud-native, DevOps, and automation are turning I&O’s world upside down. As organizations move to self-provisioning, I&O professionals are rightfully concerned about their futures. In the world of self-service consumption, the traditional tools and tasks of I&O teams are subject to constant overhaul and replacement. AI and automation continue to transform traditional […]. age of the customer

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Which Brand Won Veganuary? Consumers Give Their Verdict

Brandwatch CX

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How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

Cannabis Dispensaries: Security And Risk Considerations For Continued Growth

Forrester's Customer Insights

In the US, cannabis is fully legal (medical and recreational) in 11 states and Washington, DC. For medical use, it is legal in 33 states. This is a flourishing industry, with one study conservatively estimating it will reach $30 billion by 2025.