Thu.Jul 30, 2020

Boring Customer Service—Is That What Customers Want?

CSM Magazine

Call me boring, but I want the same thing every time—at least when it comes to customer experience. I want it to be good. I want it to be consistent. I want to predict the experience I’m going to have with the people and places I do business with.

How CX Can Benefit Insurance Companies


Customer Experience (CX) has begun to impact more and more industries as of recently, and insurance is one of them. As an industry that. Source. Insight customer customer experience customer loyalty cx insurance

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The Essential Guide to Customer Feedback


Is your customer service top-notch? Is the product features the best in the business? You need to have the right customer feedback to know your worth. Realizing one’s true potential can only be done by honest feedback received by the clients.

Are Your Pet Peeves Putting Your Job in Danger? – Tip #9

Steve DiGioia

First off, what’s a “pet peeve”? Well, according to Merriam-Websters dictionary, it’s “something that annoys or bothers a person very much” Are your pet peeves putting your job in danger? I hope not.

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5 Habits of Good Customer Service Teams

Vanilla Forums

Good customer service teams all have one thing in common—their habits. In the world of customer service, there are very clear rules about what you should and shouldn't do, however it's still hard to find good customer service these days. Support Customer Service

False: Marketers Should Only Use Realtime Data


The “marketing best practices” discussion in the last few years has been marked by a shift to trigger-driven marketing centered around realtime data usage. This has led to a fallacy that marketers should only use realtime data.

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More Trending

Revuze Launches a New Product Listing Optimization Tool For Marketplace Rankings

CSM Magazine

Revuze, an Israeli market research Startup, launches an eCommerce product listing optimization tool for marketplace rankings. This innovative feature helps clients to top the list in any eCommerce marketplace (Amazon, Walmart, Target, etc) searches and boost sales.

Does Your Company Culture Align With Your Outsourced Contact Center?

Advantage Communications

In a lot of our blogs, we talk about just how important the customer experience is to a successful customer service strategy.

Does Your CSM Team Need a Post-Sales CRM?


For most modern technology organizations, there is a solution for everything. Over the last few years, one platform – Customer Relationship Management (CRM) – has reigned supreme as the ‘must have’ solution for marketing, sales, and operational teams.

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Why a Go to Market Strategy Is Important for Every Business

CSM Magazine

To have a successful business, you’re going to need to use marketing strategies to attract new customers and keep loyal ones excited about shopping with you. There are many ways to advertise your company now with the digital world we live in.

Team Spotlight: Nidhi Seth-Huber


Every month, we interview an Uplight employee to get to know more about what they do at Uplight, why they love working here, and what inspired them to get into this industry! This month, I chat with Nidhi Seth-Huber, a member of our new Enlighten Pulse Task Force. What do you do for Uplight?

Optimize your digital experience management strategy to avoid these 3 common pitfalls


Here are the 3 most common pitfalls we help clients avoid while prioritizing their digital experience management (XM) strategies. CX Programs Employee Engagement

Are Happy Agents the Secret to Happy Customers?

CSM Magazine

When problems occur, support teams often bear the brunt of customer frustrations; and during times of upheaval, this only increases. As crucial advocates for your business, how do you create an environment where agents feel empowered to do their best work?

How to Embed a Survey on Your Website

ProProfs Chat

Every brand focuses on trying to collect customer feedback through surveys and other similar means. While the customer may love to provide feedback to the brands they are associated with, the sheer number of surveys they encounter leads to survey fatigue, making it a significant problem.

5 Indispensable Skills for Customer Service Reps

CSM Magazine

When it comes to providing the best possible service to your customers, the people you hire make all the difference.

How We Can All Learn From Starbucks in How They’ve Revolutionized the Customer Service Industry

The DiJulius Group

“We are not in the coffee business serving people, we are in the people business serving coffee. People want to be part of something larger than themselves. They want to be part of something they’re proud of, that they’ll fight for, and that they trust.

3 COVID-19 Marketing Campaigns That Were Perceived as Positive

CSM Magazine

As COVID-19 swept through the globe brands and marketing agencies scrambled to adapt or clean sweep whole new campaigns as current ones became obsolete. . Some brands won and some lost in the mix.

Learn About Customer-Led Journeys


The post Learn About Customer-Led Journeys appeared first on Optimove. library

Brands Finding New Purchasers on Podcasts


Podcasting has seen steamrolling growth over the last few years. And despite COVID, is looking to still hit sizeable growth for 2020. It has definitely captured brands’ attention, as we see many adjusting their marketing strategies and finding new purchasers on podcasts.

Startup Universal: Finland’s “Guest Editor”, Heikki Väänänen

Happy or Not

Heikki Väänänen, our CEO and founder, features as Startup Universal’s latest guest editor. Exploring the strong startup culture in Finland, Heikki draws on his own experiences of building up a business within his Nordic […].

How to Conduct An Effective Card Sort: A Comprehensive Guide

dscout People Nerds

If you want to understand how your users process and categorize information, card sorting is the method to use. Here’s a primer on how to get started.

Your 2020 return-to-school student, parent, and teacher survey guide


Adjusting to a new normal is never easy. Especially when you, an education leader, are making decisions to craft a unique education experience in light of COVID-19. How do you prepare while also addressing questions and concerns surrounding the new year?

Not Sure Which User Research Methodology To Use? Start Here.

dscout People Nerds

The amount of user research methods can feel overwhelming. Luckily, there are four steps you can take to choose the right one.


10 Best Web Analytics Tools To Effortlessly Track Your Web Performance

Fox Metrics

As they say, you can’t manage what you don’t measure. Every visitor to your website brings a unique set of data that can be collected, stored, and analyzed.

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How to Conduct a Competitive Audit: A Helpful, Quick-Turnaround Research Activity

dscout People Nerds

Competitive audits aren’t just for market research. They’re an easy “between sprint” way to provide insights to your stakeholders.

Canadians on Spending, Shopping, and Life’s Big Moves During the COVID-19 Crisis


Canadians are changing the way they spend and shop during this pandemic. They are holding off on purchases, cutting spending, and putting some life decisions on hold while they wait out the COVID storm. Will this holding back potentially trigger a downward spiral?

Popular Customer Success Titles in 2020


Source. Customer Success is the buzzword in the modern SaaS companies. There are many meanings attached to it but what does it mean to you? Is it a philosophy, a function in the organization, a mindset? Well, it can be all of it.

7 Tips to Direct Mail Millennials with Success


Make It Personal | 2. Include Digital Connections | 3. Show You Care | 4. Keep It Simple |. Make It Beautiful | 6. Make It Feel Good | 7. Don’t Overdo It. Millennials are everyone’s favorite scapegoat generation.

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Jul 30 – Customer Success Jobs


Role: Customer Success Manager Location: Austin, TX, US Organization: Punchh Punchh is looking for a CSM, who can own a portfolio of client accounts of brands in the verticals that Punchh currently has customers.

Use Forrester’s New Tech Tides To Evaluate Your Martech and Adtech Investment Strategy

Forrester's Customer Insights

Marketers today must understand and use myriad technologies to support omnichannel ad strategies and deliver moments-based marketing.

Logo design: How to find the perfect symbol for your brand


Finding the perfect symbol for your business is a task worth doing well. Here’s what to consider as you design your first company logo. What is a logo? From the golden arches of McDonalds to the Mercedes-Benz three-point star, logos are ubiquitous in the modern world.

The Future Of Banking: Invisible, Connected, Insights-Driven, And Purposeful

Forrester's Customer Insights

Leading banks are pivoting and rebooting their strategy — capitalizing on the pace of change and innovation and setting their course for the next decade. By 2030, banking will be invisible, connected, insights-driven, and purposeful.

Customer Expectations of Service Delivery

Brad Cleveland

Service quality is defined in terms of the customer’s perception of how well your services meet his or her expectations. Simple, right? But wait, aren’t expectations always changing? What do customers expect?

Straight From The Source: Collecting Zero-Party Data From Customers

Forrester's Customer Insights

The data landscape for marketers is in disarray as browsers render third-party cookies obsolete and Apple gives users the ability to opt out of sharing IDFAs (IDs for advertising). For marketers, it may seem like precious sources of customer intel are disappearing left and right.