Wed.Oct 13, 2021

5 Tips for Better Customer Success: Respond to Upset Customer Downgrades Effectively


For effective customer success , respond to upset customer downgrades proactively. Just because a client downgrades, they don’t have to churn.

Alida closes $20M funding round




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060: How to Attract a Bunch of Tesla-Driving, Peloton-Riding, Starbucks-Drinking, Apple-Using, Lululemon-Wearing Customers

The DiJulius Group

Chief Revolution Officer John DiJulius of the DiJulius Group discusses what it takes to attract a bunch of Tesla-driving, Peloton-riding, Starbucks-drinking, Apple-using, and Lululemon-wearing customers. Those brands are not trying to be all things for all people.

The Secret To Customer Loyalty

Shep Hyken

Okay, maybe it’s not the secret, but what I’m about to share with you is one of the secrets. Actually, three secrets. . In the real estate world, the three keys to success are location, location, location.

UC, Contact Center Integration Drives Business Value

How extensive is integration, and how are companies leveraging it—both technically and operationally? In this whitepaper, you’ll receive in-depth insights on how companies are utilizing integrated platforms in their day-to-day operations and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.

The 11 Best Ecommerce Customer Service Software Platforms

Help Scout

This list of 11 standout ecommerce customer service platforms will help you find the perfect tool to improve your company's customer support. Read the full article

More Trending

Is Hybrid Telehealth Care The Future of HealthTech?


Will hybrid telehealth continue during the post-pandemic era? All signs point to yes. But knowing how telehealthcare works and how it relates to healthtech can help fuel new investments and innovations in hybrid telehealth

Oct 13 – Customer Success Jobs


Role: Vice President of Customer Success Location: Remote, New York, United States Organization: Deep Labs As a Vice President of Customer Success, you will drive Customer Success at the clients through increased renewal rates, expansion of use case, and reduced churn.

How to run successful customer experience team meetings


Engagement How to run successful CX team meetings

3 Best Practices for Emerging Outsourcing Priorities


This blog entry was written in conjunction with our upcoming Optimizing Post-Pandemic Contact Center Outsourcing Relationships pre-event workshop during Execs In The Know’s Customer Response Summit.

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

Are Customer Service Teams Ready for Winter?

CSM Magazine

Winter always brings challenges to certain sectors. In healthcare, there’s an increase in seasonal colds and flus putting pressure on existing services; in retail, there’s meeting the demand of the Christmas season. This winter promises to be like no other.

Voice of the Customer Survey - Methodology; Questions and Examples

Hello Customer

Many CEOs find that the reality of their company’s Voice of the Customer program fails to deliver on their vision of CX success. In fact, 80% of them say it serves as a basic system of customer data collection and analysis, rather than an actual agent of change.

Bespoke International Reveals Record Breaking Growth

CSM Magazine

Bespoke International has recorded growth to over 800 employees in its first two years of operations. The company, a fully integrated global outsourced customer service centre, was founded in late 2019 by Warrington-born CEO Mark Thomason and his co-directors.

Customer horror stories: The renewal negotiation from hell


Our inSi-DED series is back! ?? This week, Cognite's VP of Customer Success, Alex Farmer shares a story of the scariest negotiation of his life. Hold on to your pumpkins. ?? If you want to submit your own CS or community horror story, do so here. You can be completely anonymous!).

Remote Agents and Digital Transformation

Remote agents are the new reality. Happier agents mean a better customer experience and improved CSAT/NPS scores. This new normal brings new challenges for contact centers. Find out what you need to do for your organization to excel. This eBook includes checklists for developing agent empathy and business continuity plans.

Importance of Customer Support at Online Casinos

CSM Magazine

Today, more and more online casinos are appearing on the Internet. Therefore, players are faced with a fairly difficult choice. During the selection of gaming platforms, they need to analyze different qualities of casinos.

Choosing the right solution or just a professionally comfortable one?

One Millimeter Mindset

Consistently choosing the right solution to better serve colleagues and clients is no easy task. First, the right solution is not necessarily the easiest or most popular. Next, you or your team can become comfortable choosing professionally comfortable solutions.

Chinese Crypto Ban: What It Means for Cryptocurrency

CSM Magazine

Just a couple of weeks ago, Chinese regulators outlawed all cryptocurrency-related transfers, citing concerns about money laundering and ecological damage.

Announcing the First and Only Evaluative Research on XDR: The Forrester New Wave, Extended Detection and Response Providers, Q4 2021

Forrester's Customer Insights

Over the past three years there’s been no shortage of hot takes on XDR. From a plethora of vendors across industries to security luminaries laying claim to the term, opinions abound.

Top 5 Reasons to Move to the Cloud

Hybrid or 100% cloud? The choice is yours. With comprehensive security, unmatched scalability, cost certainty, and guaranteed reliability, a cloud-based contact center solution will serve your customers 24/7 without the operational headaches and cost issues of an on-premise solution. Download Enghouse's eBook today and learn the top reasons you should move to the cloud!

Audits- Brand, Legal Compliance, Reveal, Price and Merchandising

Ann Michaels and Associates

Audits are an effective observation tool for evaluating everything from product displays and use of marketing materials, to brand exclusivity, franchise compliance, and even adherence to detailed company standards. During periodic visits, auditors openly evaluate the physical and visual aspects of the site according to your customized checklist. Brand Audit. Brand audits are designed to protect brand image in the context of the physical sales environment.

Slice and Dice Your Data: Crosstabs 101

dscout People Nerds

Analyzing your data is an extensive process, learning how to use crosstabs effectively can save you time while also giving you a clearer view of your insights

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Easier for whom?

Zeisler Consulting

As an Air Force Reservist, I’m always on the lookout for the ‘military discount’ to save a buck or two.

What Is Data as a Service (DaaS) – An Essential Guide


In order to modernize their work structure and infrastructure, companies are taking to the cloud. One such service, DaaS, or data as a service is booming the industry certainly.

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A Master's Guide to B2B: How Listening to Your Customers Can Grow Your Business

Speaker: Adam Dorfman, Head of Product Growth at Reputation & Michele Bettinazzi, Customer Experience Manager at PeakMade Real Estate

Improved marketing conversion, happy customers, and faster growth - that’s only three things that can be accomplished by just listening to your customers. Customer feedback is an extremely invaluable tool to keeping retention high, attracting new business, and improving the general operations of your business. The question is - how do you capture all this? Join Adam Dorfman, Head of Product Growth at Reputation & Michele Bettinazzi, Customer Experience Manager at PeakMade Real Estate, for this essential discussion on the ins and outs of brokering the optimal customer interaction.

Mixed methods research shaping the product roadmap at Afterpay


The high levels at which consumers and employees are willing to try new brands, switch products and even change jobs are both one of the greatest challenges and opportunities facing businesses and governments today.

Build Contingencies To Prepare For Inflation That May Not Be Transitory

Forrester's Customer Insights

For tech execs, it’s key to understand where inflation is occurring, its short- and long-run effects, and the practical steps that can be taken to manage it. Inflation can be classified in three ways: supply-side, demand-side, and built-in.

Forrester’s Digital Go-To-Market Review: Kid, Baby, And Toy

Forrester's Customer Insights

Forrester’s Digital Go-To-Market Review series evaluates a set of brands in a specific category to see how well they are positioned to thrive independently.

Three Outcomes Sales Leaders Should Expect From Marketing In 2022

Forrester's Customer Insights

“Disappointment is the gap that exists between expectation and reality.” John C. Maxwell To avoid disappointment at the end of 2022, sales leaders must drive a new reality in their relationship with marketing.

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The Art of Community: Higher Logic & Vanilla Forums Super Forum!

Speaker: Keynote Speaker, Guy Kawasaki, Chief Evangelist, Canva

In its 12th year? Super Forum is the largest and most comprehensive conference for executives, community managers, marketing, membership, and customer success professionals who want to connect, engage, and create better customer and member experiences. And this year, we’re going even bigger as we add Vanilla’s highly regarded Conversations conference into the mix. Register today!