Mon.Oct 07, 2019

Purpose-Driven Stories move beyond Quotas and KPIs

One Millimeter Mindset

Telling purpose-driven stories engages strategic partners and clients. Because these stories do not sound like the quota- and KPI-driven stories they hear from other professionals. Even when these professionals are their own internal colleagues.

Three consumer pet hates and how to resolve them proactively. (1)

Helen Dewdney

Customer service and complaint handling pet hates. Having been a consumer champion for a number of years, I have the ear of thousands of people who delight in telling me their pet hates with customer service and complaint handling. How to address what your customers hate in your service.

How Patients Use Reviews To Choose Health Providers

Healthcare Industry Review Management Tips and Insights noted five things patients look for when they're evaluating a health provider, according to the research.

5 Paradigm Shifts Driving the Customer Experience Market

NICE inContact

Paul Jarman , NICE inContact Chief Executive Officer, discusses the key paradigm shifts that will lead to massive change in the contact center and customer experience market as part of our Transforming Customer Experiences series.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Relating CX to Everything and The Rockstar Orgin story


Wanna be a Rockstar? Take it from Jerry Garcia himself, who said, “You shouldn’t be trying to be the best in the world at what you do. You should be trying to be the ONLY person in the world that does what you do.”.

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Building a Customer Experience (CX) Strategy

CX Accelerator

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?”

5 Reasons Consumption-Based Customer Success Is Different


Every meeting I have with leaders about customer success starts pretty much the same: “Nick, before we get started, I want to let you know that our business is a little different from most typical companies.”. The myth of the unique business model.

Why Data Quality Can Make or Break CX


Customer experience, or CX, has become one of the hottest topics in business today. However, like many words, when thrown around too much, they can lose their meaning. Customer Experience Customer Communications Data INTOUCH

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3 Critical Metrics to Retain and Grow Customer Relationship Value


Vincent Manlapaz, in an interview with Christina Wong, (Director of Customer Success and Support at Badger Maps), talks about achieving measurable results through authentic , genuine engagements with customers.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

Productivity Tips For Customer Success Teams – PART 2

CSM Practice

In the first blog of this series, we discussed the importance of being proactive as a Customer Success manager (CSM). We established that productivity is the key to being proactive since it allows the CSM to dedicate more time for tasks, proactively.

Delivering Quality Customer Service to Disabled Passengers

CSM Magazine

Samantha Saunders, Head of Innovation & Regulatory Compliance at OmniServ shares the first of five special insights for Customer Service Week. Insight: Knowing your customer and how to deliver to them.

3 ways to retain customers + create brand loyalists in a world of unlimited options


To be competitive in the current retail environment, brands must go the extra mile to earn repeat customers and gain their loyalty. CX Programs Omnichannel

Productivity Tips For Customer Success Teams – PART 1

CSM Practice

Managing a growing customer base with ever-evolving desired outcomes requires being proactive and strategic. As a CSM, you can’t afford to be behind the curve on customer needs, you must proactively reach out to customers about guidance or any assistance needed.

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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.

Holiday 2019: Bring Brand Values Into Your Holiday Storytelling

Forrester's Customer Insights

Retailers: Customers care about your commitment to social and environmental sustainability. This holiday season, be sure to weave your brand values into your messaging. age of the customer holiday retail customer service digital retail holiday season sustainability

NRMA Utilizes Voice of the Customer (VoC) to Improve NPS Scores


What data is required to create a customer journey map?


What data is required to create a journey map? Chris Ward. Wednesday, October 9, 2019 - 08:21. Customer journey. Data management. What data is required to create a customer journey map? Voice of the Customer

NRMA Utilizes Voice of the Customer (VoC) to Improve NPS Scores


This article was originally written by Vanessa Mitchell, published on You can view the post here. For the purpose of the CXCafe, this content has been lightly modified.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

Economic Uncertainty And Unicorn Carnage Spells Opportunity For Corporate VC

Forrester's Customer Insights

Corporate VC and innovation teams are at a crossroads. Rampant speculation of an imminent global recession, election-fueled economic uncertainty in the US, and headline-grabbing stories of high-profile unicorn CEOs falling from grace dominate our headlines today.

Why Qualtrics – Cody Hill – Jr. Program Architect – Provo, UT


At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. This is Cody’s “Why Qualtrics” story. My why has always been people.

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Do’s And Don’ts For Analyst Interactions

Forrester's Customer Insights

Having just been through an onslaught of work related to the Forrester Wave™ evaluation on Zero Trust eXtended ecosystem platform providers, I think that it’s worthwhile to put some guidance out there that might help folks as they interact with analysts (well, me, mainly, but maybe it will help with others, as well). And a […]. age of the customer security & risk Forrester Wave Security & Risk The Forrester Wave Zero Trust ZTX

The 5 rules of launching a new brand


At first glance, launching a new brand can feel like starting a new painting. The blank canvas represents an infinite number of possibilities, an endless array of choices. Your painting can become a landscape, a portrait, a doodle, or an abstract explosion of colors.

Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.

Are You “Loving Up” Your Customers?

Wired and Dangerous

National Customer Service Week is October 7th – 11th. I hope you have many special activities planned to “love up” your customers during this special week! However, it is not really about what you do for customers during one week or one day a year is it? Absolutely not!

6 Reasons to Get Excited About Gainsight and the Next Decade of Customer Success


Customer success has taken the business world by storm, and not just in tech and SaaS. CSM is one of the fastest growing jobs worldwide across industries and geographies.

Totango IBIZA Product Updates | October 7th, 2019


We are excited to release more content on our journey to IBIZA. We’re almost there, hold tight! . Create Accounts via Rapid Insights Forms.

The NetBase LIVE Lineup You Can’t Miss


In two short weeks, NetBase LIVE is on the road again. On October 22 and 23 , we’ll be in Los Angeles sharing insight to help brands transform and confidently enter the new era of social analytics. And the NetBase LIVE lineup is one you really can’t miss.

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.