Fri.Jan 10, 2020

Why Journey Mapping Is A Team Sport — And How To Get Your Team Involved

Kerry Bodine

I was talking recently with the head of marketing at large consumer products company. Several years ago, a major digital agency she was working with presented her team with customer journey maps.

Sports 156

Guest Post: Turn Customers into Fans by Telling the Truth, Especially When It Hurts


This week we feature an article by David Meerman Scott who has written a new book, Fanocracy: Turning Fans into Customers and Customers into Fans about turning customers into customers and customers into fans.

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Best Customer Onboarding Experiences


When it comes to dealing with customers, there are some situations that can be a little overwhelming for both a customer success manager and the customer in question. For many, onboarding is one of those situations.

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5 Ways to Leverage Technology to Reduce Call Center Costs

NICE inContact

In this video, the next in our series on Transforming Customer Experiences, Glen Remy, Sr. Product Marketing Manager, discusses call center agent costs and how technology can be used to manage and mitigate these costs. Call Center Best Practices Customer Experience

The 2020 Community Trends Webinar Series

Speaker: Vanilla Forums

Is your community program up to the standards of 2020? Save your seat for this webinar series, and don't miss your chance hear from five of Vanilla Forums' community experts as they respond to your pressing questions and dive into some of the biggest community trends identified for 2020!

What is a Shared Inbox?

ProProfs Chat

As a support agent, you need to be on your top game when dealing with customer issues. . You can’t lose your temper. . You can’t be agitated if your customers don’t understand the solution you propose. You need to be totally honest, calm, and polite when dealing with customers. .

More Trending

Advantage Communications Strengthens its World-Class Customer Service Offering With Acquisition of Leading Mexican Call Center

Advantage Communications

Advantage Communications Inc. ACI) is pleased to announce that it has expanded its global presence, as well as strengthened its position as a challenger to the conventional outsourced contact center industry, with the acquisition of leading Mexican call center, First Kontact.

How to Get Customers to Yes

Beyond Philosophy

If I asked you for $100, what would you say? My guess is no. You probably have a rule against giving people money just because they asked you. But what if I asked you for $1? Most of us would probably be okay with that.

Want to Win at Personalization? Let the Customer Lead

Think Customers

Increasingly, customers expect personalized experiences as a standard of service. But as consumers, we all know that the quality of personalized experiences is not equal. As customer expectations rise, the margin for error is rapidly shrinking.

ChurnZero’s 10 Customer Success Leaders to Watch in 2020


As SaaS gets more serious about Customer Success, their representation on the executive and C-suite level will follow (as envisioned in our 2020 Customer Success predictions ; see #2).

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.

High-stakes ransom game as Travelex remains down for more than a week

Helen Dewdney

Travelex business – and customers – held to ransom . Travelex, the currency exchange company, has been hit by criminals in a ransomware cyber-attack that took place on New Year’s Eve.

6 Emotional Drivers in the Retail Shopping Journey

Gold Research

With the 2019 retail season just closing, our New Year’s wish for 2020 is that retailers take the time to focus on the emotional journey that shoppers take and deliver an experience that makes the shopping trip productive, eventful and referral-worthy.

How to Add Live Chat in Android Apps


Whether you are a small business or big enterprise, customers need prompt support. The first thing that comes to our mind is live chat. Given that the world is going mobile-first, it is important to have live chat implemented properly on your mobile website and apps as well.

How Kenya Revenue Authority Changed Local and International Perceptions with Cloud CX

Smarter CX

The concept of taxation is as old as human society. Yet this practice hasn’t always evolved to meet our modern expectations. Taxation is a notoriously inconvenient process, and citizens don’t always understand its benefit. Take Kenya, for example, where 97 out 100 citizens own mobile phones that they use for mobile services like banking.

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.

6 digital technologies helping bricks-and-mortar sites deliver better customer experience


Technology is an integral part of life, and for location-based businesses like shops, or restaurants it can play an important part in bringing the digital and physical worlds together. Here’s 6 technologies bridging the gaps and helping deliver better customer experiences. Augmented Reality (AR). Although some see it as just a gimmick or fun attraction, AR has some exciting and meaningful applications for retail and leisure.