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.

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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.

Increased Customer Satisfaction and Lower Call Volume During Rapid Expansion

Learn how a customized support solution for a rapidly expanding company resulted in increased customer satisfaction and decreased support calls.

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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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.

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.

3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.

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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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

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

5 Top Customer Service Articles for the Week of October 7, 2019


Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.

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.

Make it Your Business to Present the Case for Ease of Doing Business

CCO Council

According to Oxford dictionaries, the definition of “business case” is “a justification for a proposed project or undertaking on the basis of its expected commercial benefit.”

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


NRMA: Getting smarter about the voice of customer NRMA revitalises its member experience management and sees NPS soar after investing in a new voice of customer platform For a company that receives over 200,000 customer responses each year, implementing a voice of customer (VoC) platform can seem more than a little daunting. Add in some.

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.

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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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.

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.

Vanilla Conversations: A Virtual Conference on May 19-21

Communities are important. They help us learn, grow, share and most importantly, connect—which is especially important during these difficult times. But creating great communities that serve this purpose, or any purpose, can be difficult to perfect, even for the seasoned community manager or enterprise organization. That's why we've created The Virtual Community Expo. Join Vanilla Forums for their free 3 day expo, where you'll hear from nearly 30 speakers on all things that matter in the community space. We can't meet in person, and so, this is where the conversation continues.

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.

AI IRL Podcast Episode 37: How A.I. Can Increase Manufacturing Efficiency and Profits


Subscribe via iTunes , Spotify and more. When most people hear “A.I.” they think of robots or talking cars or even Skynet becoming self-aware. But, as I’ve been saying over and over again, the applications to A.I. are much broader than that.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.