Thu.Jun 25, 2020

Use Smart AI to Reduce Churn in Three Steps

Heart of the Customer

Most customers don’t just suddenly disappear. When dissatisfied, they move over to an exit lane and chug along while waiting for an excuse to cut ties to your organization.

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Guest Blog – 8 Things Customer Service Teams Should Avoid During Sensitive Times


Nahla Davies is a software developer and tech writer. Before devoting her work full time to technical writing, she managed—among other intriguing things—to serve as a lead programmer at an Inc. 5,000 experiential branding organization whose clients include Samsung, Time Warner, Netflix, and Sony.

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There’s an Upset Customer. Now What? – Tip #4

Steve DiGioia

Regardless of your business, and no matter how hard you try to do the best for them, there will be situations where you have an upset customer who is dissatisfied with your product or service. Day in and day out, we must strive to provide the optimal experience for each customer interaction.

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Changes in Consumer Habits | Implications for Convenience Stores and Gas Stations


As every industry is adapting to changes in consumer behaviour, we explore how COVID-19 has impacted convenience stores and gas stations.

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!

3 Ways Contact Centers Can Manage the Transition to Home-Based Agents

Upstream Works

This is the second article in a three-part series about how COVID-19 is impacting contact centers and how they can adapt to this new normal. In the first part of our three-part series, we addressed the important role the contact center plays in business continuity during this global pandemic.

More Trending

5 Surprising Rules to Live By When Managing Customer Memories

Beyond Philosophy

Customer Memories are a fascinating subject. In many ways, they are what your Customer Experience is, at least from the customers’ perspective, which we also discussed on a recent podcast. They are certainly the most critical element of your customer loyalty.

3 Reasons Clients feel Abandoned doing Business with You

One Millimeter Mindset

There are 3 reasons clients feel abandoned doing business with you. Seriously, there’s nothing like the euphoria of winning a new client! Starting a new project! Creating a new design! What an adrenaline rush for both you and your client. And then, what happens next…. From that client’s perspective?

How SevenRooms Pivoted To Help Support The Hospitality Industry


Our CXO Series is a space for leaders across a variety of industries to discuss current challenges and share innovative solutions to drive customer success. Last week we had the exciting opportunity to hear from Ilana Brown, VP of Customer Success at SevenRooms.

4 Ways Community Can Help Reduce Churn Rate

Vanilla Forums

Reducing your customer churn rate should be a top priority if you want your company to be successful. Sometimes, however, it's difficult to put your finger on exactly why your customers chose to leave.

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

30 Digital Marketing Trends You Can’t Ignore in 2020

Fox Metrics

Not long ago, all a business needed to run digital marketing ads was a website and Facebook page. But things have quickly evolved over the past few years.

Introducing Ronnie Thomson, Uplight’s New CTO


We are thrilled to have Ronnie Thomson join Uplight as our new Chief Technology Officer.

Fast-Moving, Slow-Thinking: How Friction, Challenges, and Barriers Derail Customer Journeys

Chadwick Martin Bailey

The modern consumer journey is as fast as it’s ever been. Faster internet and an “always connected” mentality have ushered us into an age where consumers quickly transition through the phases of the consumer journey; an evolution that Google dubs “Impatient Consumers”.

Introducing Ronnie Thompson, Uplight’s New CTO


We are thrilled to have Ronnie Thompson join Uplight at our new Chief Technology Officer.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

Expanding Possibilities in Path to Purchase Research

Chadwick Martin Bailey

With most of the country moving through stages of “reopening,” consumers’ path to purchase has been disrupted. New habits and behaviors are forming on the fly. It feels like now, and in the coming months, reassessing the “new path to purchase” will emerge as a priority for brands big and small.

Calabrio Study Finds Pandemic is Accelerating the Evolving World of Work for Contact Centres

CSM Magazine

Results show most contact centres are embracing work changes and expect them to benefit the industry long term. Calabrio , the customer experience intelligence company, has released a study detailing how customer service organisations are evolving due to the COVID-19 pandemic.

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How Long Should a Pillar Page Be?


Consumer Insights

Play-by-Play: Prepare Your Post-Pandemic Marketing Plan Now


In recent months, we’ve talked a lot about your current marketing strategies and how to overcome common-day CRM challenges during the pandemic. However, brands need to start thinking about what’s in store for the future (if they haven’t already).

AI & Community: Don't Hammer the Flowers

Speaker: Venessa Paech, Australia's Leading Community Specialist

Join Vanilla Forums on Tuesday, July 21, 2020 at 8:30 AM ET for this on-demand workshop led by Venessa Paech, Co-Founder of Australian Community Managers and Leading APAC Community Specialist.

How Do You Measure Marketing Attribution?


Marketing Attribution

The Guide to a World-Class Customer Service Experience

The DiJulius Group

There is no ribbon-cutting ceremony to be world-class. It’s not some level you need to get to in two or three years – otherwise, it’s going to be a painful three-year journey. Instead, it’s a decision to do world-class things, to act world-class, and to be world-class.

10x Pillar Pages: What are they and how do you make one?


A pillar page topic cluster is a way of organizing content so that all of the topics that are related to the original page, or pillar page, are linked. This is not strictly about linking content but about organizing it.

Hold times are unacceptable – now more than ever


After a few weeks of shelter in place and realizing that my prospects of going back to the gym were next to nothing, I caved in and bought the famous indoor stationary bike. As if justifying the cost was not painful enough, the vendor informed me about the backorders and expected waiting period.

[On-Demand Webinar] The State of Customer Education: Trends and Benchmarks Report

Speaker: Sandi Lin & Linda Schwaber-Cohen

In this webinar, Skilljar CEO Sandi Lin shared learnings from Skilljar's recent study and her insights on the state of Customer Education. She dug into key findings so you can benchmark against industry trends and understand how your strategy and metrics compare.

Types of Consumers: Who Buys and When


Consumer Insights

Brands Must Monitor Social Conversation or Face Consequences


Ignorance of what’s happening and being said about your brand online, is no excuse. And fallout from it, is still your fault. Brands must monitor social conversation or face harsh consequences. Just ask Nano Magic.

Ethos: 7 Guiding Values for These Times

Second to None

Today, we seek clarity, humanity, and equanimity more than ever. Through these challenging events, the power remains within us in choosing how we respond. By reflecting within ourselves, we can access uncovered insights which can help us navigate through these times.

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How to Improve Customer Experiences in a Meaningful and Transformative Way


In our previous blog posts, we discussed what it means to listen effectively to customers in order to truly understand their feedback and its implications for a brand. What business leaders do with that feedback is crucial to driving significant, holistic customer experience improvement and a better financial outcome. Data Democratization.

Just launched! 2020 Customer Education Benchmarks and Trends Report

Based on a survey of more than 250+ external education teams, Skilljar has compiled this report on current trends including budgets, integrations, team structure, and more. In this report, see how companies across a variety of industries are building, optimizing, and measuring their training programs.

7 Tips for Effectively Managing a Remote Customer Service Team in 2020


Research has shown that remote customer service employees demonstrate increased levels of productivity. A study published in the Quarterly Journal of Economics revealed that participants were able to handle 13% more requests per day when working remotely.

Like Night And Day: Twitter’s And Apple’s Contrasting Moves On Accessibility This Week

Forrester's Customer Insights

Apple and Twitter have both been in the news over the past week because of the actions they’ve taken — or not taken — on accessibility, and the differences between the two are a study in contrasts. Twitter rolled out audio tweets, a feature it claims will “add a more human touch to the way […].

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Protected: Episode 11: Believing our excuses

C Space

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