Wed.Jan 20, 2021

How to get your new boss to buy into your CX vision


Engagement How to get your new boss to buy into CX

Strategies to Hire and Work from Anywhere

NICE inContact

Aside from the negative outcomes of the past year, there's one shining example of a positive consequence - the seismic shift towards a work from home model in the general workforce and more specifically among contact center agents and staff.


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The Power List of the Top 200 Thought Leaders to follow in 2021


If you are curious and fascinated to know what the future of work has in store, if the year 2020 has got you wondering about the nuances and the dynamism of the modern workplace experience, then you can find all the answers that you seek in the leadersHum leadership series.

Small Improvements in Customer Service Create Big Wins


Little successes added together make for large success down the road. Small successes add up. To put it in baseball terms, you don’t need to hit a home run every time it’s your turn at bat.

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.

The Truth About Moments of Truth

Heart of the Customer

After reviewing The Journey Mapping Playbook earlier this month, it struck me that one of the biggest misses in the book (outside of the flawed methodology) was its failure to touch on Moments of Truth.

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More Trending

Why Employees Want to Leave and How to Stop It

The DiJulius Group

4 Quick Tips to Help you Make Price Irrelevant 1) Customer Service Feature Story Why Employees Want to Leave and How to Stop It Every year, improving employee morale, turnover, and employee experience is a major objective for many organization’s leadership teams.

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Adding Copyright to your survey


By Cameron Settle. Copyright Protection provides exclusive rights to authors in order to protect their work for a limited period of time and is often used by businesses whose work involves writing, pictures, art, and music.

3 Key Customer Success Insights that Drive SaaS Growth


This is a guest blog post by Justine Dennis, Manager, Customer Success & Support at Fusebill. . Mattias Putman and Ewout Meyns launched PieSync in 2014 with a goal in mind: keep customers satisfied. Mattias and I are very aware that PieSync’s success depends on that of our customers.

The 3 Silent Killers of Forum Membership and How to Prevent Them

Vanilla Forums

Are you making your forum members feel unwelcome without even knowing it? It’s a mental trap that appears in practically all aspects of our lives: we’re so prone to looking forward and outward that we rarely pause for self-reflection.

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!

Part 2: B2B Customer Support Transformation Imperatives

Team Support

In Part 1 of this three-part series we introduced the new report by ServiceXRG and TeamSupport.

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How to Run a Successful Customer Data Platform RFP: The 50 Essential Questions


For marketers and technology decision-makers, the Request for Proposal (RFP) process can be one of the most daunting and time-consuming tasks their job demands. With good reason too.

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5 Ways to Be a Better Listener—in Life and in Business


There’s a reason why we’re groomed to be good listeners since Kindergarten. It’s a way to foster relationships in our personal lives and comes in handy with our customers. . At Gainsight, our mission is to “Be successful in business by being Human-first.”

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CodeBroker Introduces “CS Resolve” for Customer Service Appeasement

CSM Magazine

Application turns customer frustration into customer delight via instant delivery of digital coupons and gift cards.

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!

How to Use Psychological Priming to Get Customers to Accept Your Word As Final

Myra Golden

Some of you know my undergrad degree is in Psychology. I taught college psych several years before jumping into the customer service space. I apply psychological principles to all my work in de-escalation and call control.

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Customer Retention Cost (CRC): All You Need to Know


Unlike traditional business models, SaaS has seen the rise of new kinds of metrics that help measure the pulse of this business. These metrics include Annual Recurring Revenue (ARR), Customer Lifetime Value (CLV), Customer Acquisition Cost (CAC) and Churn.

My CCXP Journey: Five lessons from taking the CCXP exam (again).

CX University

I joined the CXPA in its second year. When I attended the first Members Insight Exchange, I was thrilled to meet so many like-minded people who had been toiling in the CX trenches for years. I had been working in CX Strategy (by many names) since 2000, building a network of my own over time.

Outthink the Competition by Outloving Them

The DiJulius Group

“Outlove the competition” is one of my favorite new phrases. Think about it. Nearly everything can be copied especially in this day and age. This includes products or services that you sell, your décor, website functionality, menu, and even prices.

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.

The Importance of the Customer Greeting

Ann Michaels and Associates

How important is the customer greeting? When a customer walks into a place of business, how soon should they be acknowledged with a greeting? This is an area most businesses have struggled with for years. When we begin a mystery shopping program for a client this question is always front and center.

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Behind the Scenes of Alchemer’s ISO 27001 Certification


An Interview with Michael Kleck, Director of Compliance and Information Security at Alchemer. . Today we’re talking to Michael Kleck , Director of Compliance and Information Security at Alchemer about Alchemer’s recent ISO 27001 certification. What is ISO 27001 Certification and what does it mean?

SaaS Value Proposition: The Essential Guide


Most of us love catchphrases, right. We remember them well enough to associate them with a brand or product immediately. These catchphrases contain the value proposition. A value proposition is something important for your website.

Teaching Hospital Turns to Alchemer to Find Audiences


One of the largest, oldest, and highest ranked surgical teaching hospitals in the U.S.A. regularly uses the Alchemer Panels team to survey the general public about health and wellness issues. As a teaching hospital, much of their research is shared with other surgeons and hospitals around the world.

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!

Jan 20 – Customer Success Jobs


Role: Vice President of Customer Success Location: Remote, United States Organization: Lockstep As a Vice President of Customer Success, you will manage all aspects of the Customer Success team at Lockstep. Build, recruit, retain, and grow a team of great customer success representatives.

Chapter 2: Are you prepared to launch your VOC Program?


4 Technologies Improving Retail Operational Efficiency

CSM Magazine

Retail operations are closely connected to the business’s profitability and working on improving its efficiency is an ongoing task.

Can Your Customers Live Without You?

The DiJulius Group

Do you know if your business has at least one happy customer who can’t live without you? For the third consecutive year, Apple was named the top brand consumers can’t live without. There were also other companies that consumers couldn’t live without. Brands such as Amazon, Dell, Coca-Cola, Google, Microsoft, and of course Starbucks – former. Read Full Article. The post Can Your Customers Live Without You? appeared first on The DiJulius Group. State Of Service

Considerations When Building Multilingual Communities

Speaker: Adrian Speyer, Head of Community for Vanilla

Communicating in your native language is very powerful and can make customers feel welcome and heard. However, creating multilingual communities online is not just important - it’s complicated. Successfully supporting customers in their own language goes much further than just translation; there are many things to consider. Join us on March 9th, 2021 at 12:00 PM ET, as Adrian Speyer, Head of Community for Vanilla, shares his years of experience in creating and working with companies looking to create global communities. He will unveil his secrets for your success and the things to watch out for when you decide to dip your toes into creating multilingual communities.