Tue.Jan 12, 2021

5 Customer Experience Trends for 2021 and Beyond

Advantage Communications

With the hope and foresight of a new year now here, many executives are now proactively looking at new ways to grow their business in 2021, drive profitability, and improve the satisfaction and loyalty of their customer base. Customer Service Trends

Top 20 Most Popular Customer Centricity Articles of 2020


Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog in January and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Many people were working from home this year, were you?


Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Creating a Voice of the Customer Program: Don’t Miss These 5 Steps Before Starting

Experience Investigators by 360Connext

Voice of the Customer: An Overview. Businesses who do well with customer experience initiatives do so because they know exactly what their customers are feeling and experiencing. . No, the secret to success isn’t mind-reading. It’s a Voice of the Customer program (VoC).

5 Ways to Refresh Your Contact Center Agents' Mindset in the New Year

NICE inContact

Ringing in the new year provides an opportunity to create a fresh start for your agents and your contact center – even despite the stale circumstances.

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.

Master Customer Satisfaction Score (CSAT) in one month


Become a CSAT expert with our comprehensive 4-week email course. Tools

More Trending

The Future of Customer Experience – Virtual Course


The post The Future of Customer Experience – Virtual Course appeared first on StoryMiners. Presentations

Course 130

How to Make an Awesome Game Trailer in 5 Easy Steps!

Vanilla Forums

Nothing builds excitement for a new indie game like a mind-blowing game trailer. If you create something that is truly kick-ass, no gaming journalists or YouTuber can avoid mentioning your name; if not for your own benefit, for theirs. So how do you do it?

You Ask, Mike Answers


2021 is already a year of big changes. That makes planning tough. Let’s make it easier. Click on the video and ask a question that’s important to you. Go ahead, just ask it. Our team will consider it and I’ll get back to you with an answer. No fluff, no sales. It’s that simple. Go ahead, ask.

Video 130

Amazing Business Radio: Dennis Wakabayashi


The New, Better Customer Experience. How to Drive a Customer-Centric Culture. Shep Hyken interviews Dennis Wakabayashi , the VP of CX Solutions Delivery for RR Donnelley. They discuss strategies for creating customer-centricity by improving the employee and customer experiences.

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!

How to De-escalate in Chat and Email

Myra Golden

We kicked off De-escalation Academy yesterday, and a student asked a question that I think is important for us to discuss here. His question was: “Our team is working 99% by email, will we able to apply everything that we learn here and translate it into a purely written environment?

Tips 65

Customer Experience Collaboration and Case Management – Made Simple

CX Workout - Ideas Blog

Customer Experience Collaboration and Case Management – Made Simple. Complex case management – handled simply. It’s usually the complex and unpredictable customer cases that make it past your automated processes and self-service channels to reach your agents.

PK named among preferred Salesforce loyalty partners


As customers have increasingly gone digital during the COVID-19 pandemic, loyalty has gained prominence as a powerful strategy to increase stickiness, grow revenue, and deepen relationships with customers. Loyalty stands […].

Williamson gets an F for trying to incite complaints against schools

Helen Dewdney

Education Minister asks for complaints – Praise for teachers is the response! Within 48 hours of Gavin Williamson (who has no experience in education) encouraging parents to complain to OFSTED if they were not happy with schools, over 5,000 emails were received praising schools.

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!

5 Steps for a Smoother Customer Escalation


This is a guest blog post by Kristen Hayer, Founder & CEO of The Success League. . Nobody loves it when a customer feels the need to escalate their concern.

What are NPS® Passives and how to turn Passives into Promoters?

Zonka Feedback

Most discussion about Net Promoter Score ® focuses on Detractors and Promoters - to pay attention to Detractors and prevent them from churning and to leverage the promoters to promote your brand.

Part 1: B2B Customer Support Transformation Imperatives

Team Support

ServiceXRG and TeamSupport have joined forces to create a comprehensive study of the Support industry that is now available for download.

B2B 56

2021 Customer Success Resolutions That Are Actually Attainable


New year, new me, right? While this mantra may be on most of our minds this year (especially after the complete doozy of 2020), some customer success managers (CSMs) may be having other thoughts.

eBook 56

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.

How do you deal with your detractors while measuring Net Promoter Score®? Tips shared by 6 Industry Specialists

Zonka Feedback

While measuring Customer Loyalty with NPS®, you’d always get a few (or many) detractors. It’s unavoidable, but definitely hurtful. All businesses tend to have unhappy customers.

Channel Software Tech Stack 2021

Forrester's Customer Insights

^CLICK IMAGE FOR FULL SCREEN^ The channel software stack comprises a group of technologies that help companies develop, design, and execute plans to find, recruit, onboard, develop, enable, incent, co-sell with, manage, measure, and report on partners.

What pandemic?

Customer Enthusiast

Over the holidays my wife and I dined at two steakhouses in the Denver area. Due to Covid-19 restrictions, we were not allowed to dine inside either restaurant. Instead, both restaurants had erected two 400’ sq outdoor tents with a seating capacity of 20 guests each.

What is Performance Appraisal | Performance Review


Performance appraisals. Sound familiar? No doubt about it. Performance appraisals are most often kicked-off by the HR team for evaluating an employee’s performance with a bunch of do’s and don’ts’ set out by the organization.

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!

Alchemer Recognized in the First Gartner Magic Quadrant for Voice of the Customer


Selection was based on Alchemer’s completeness of vision and ability to execute.

What Is Cost of Goods Sold (COGS) for SaaS? Where Does Customer Success Fit?


For any business to sustain and scale, it has to know and work around its profit margin. While different industries have different profit margins, knowing the cost of goods sold (COGS) is a common deciding factor in all to calculate those margins.

How do you deal with your detractors while measuring Net Promoter Score®? Tips shared by 6 Industry Specialists

Zonka Feedback

While measuring Customer Loyalty with NPS®, you’d always get a few (or many) detractors. It’s unavoidable, but definitely hurtful. All businesses tend to have unhappy customers.

How to Transform Help Desk Services With Cloud Computing

CSM Magazine

A help desk is a fantastic bridge between companies and customers. You can assist people with their problems, find out what is good about your product or service, and what needs to be fixed. It is an essential tool if you want to satisfy the customers and constantly develop your product.

Community: Executives, Take Note!

Speaker: Carrie Melissa Jones, Erica Kuhl and Holly Firestone

In 2021, many executives have started to view community structures as a new governance model for the entire organization rather than a stand-alone initiative. Join us on January 27th for a webinar exploring our 2021 Community Predictions eBook!