Fri.Aug 09, 2019

How Agencies Win Clients Using Social Listening


There are so many businesses out there that are in need of agencies with social listening expertise. And agencies ‘in the know,’ who are able to guide businesses over this digital terrain, are in high demand. That doesn’t mean the environment isn’t competitive though.

Emotion as a Driver of Customer Loyalty

Second to None

Human emotion is complex and multi-layered, which makes clearly outlining its role in the customer experience tricky at times. Yet, its importance persists.

5 Common Mistakes Customer Success Managers Make When Managing Their Day


5 Common Mistakes Customer Success Managers Make When Managing Their Day (And How You Can Avoid Them). Think you could be getting more done? Don’t we all, but the saving time is money is especially true when you are in charge of managing your customer’s success, which ultimately drives renewal revenue. . Productivity and time management skills don’t come natural to everyone and that’s okay.

Guest Blog: Converting Customers To Die Hard Fans


This week we feature an article by Yogesh Chabria who shares an article about how customers want to be wowed and how you can turn your customers into fans. I often get asked how I focus on customer satisfaction with everything else that is going on?

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

[LIVE WEBINAR] The Field Service Workforce of the Future


Join our live webinar on August 14th to learn how your organization can utilize contingent workers to meet your customers’ demands. Over the course of the next 10 years, 70% of field service organizations will lose their highly-skilled technicians through retirement.

More Trending

What is agile customer experience and how do you deliver it?


Engagement. What is agile CX and how do you deliver it

The Secret Of CX Measurement

Beyond Philosophy

Are You Using the Right Measures? Measuring your progress for your Customer Experience strategy is an essential aspect to your program’s success.

3 Ways Marketing Creates Customer Experience Leadership


3 Ways Marketing Creates Customer Experience Leadership Lynn Hunsaker. Marketing’s role in customer experience leadership can be powerful, especially if it’s managed holistically. Step back and think about what makes or breaks great experiences for yourself as a customer.

The Blueprint to Scale Your Customer Support Operations

Team Support

Seeing a business grow in front of your eyes is exciting. You’ve got a product or service people love, and you’re getting new customers all the time. However, with this excitement often comes growing pains.

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

Grocery Retail in China, Bull or Bear?


Carrefour recently sold 80% of its operations in China. Meanwhile, Aldi just opened its first China store, and Costco is also set to open its first store in Shanghai this month. It looks as if China’s grocery retailing is a “fortress under siege” – some want in, some want out.

Business Gets Personal: Why Executives Cannot Decouple Individual Values From Company Values

Forrester's Customer Insights

Equinox and SoulCycle are feeling the burn. When headlines broke that Stephen Ross, chairman and majority owner of the fitness brands’ parent company, is hosting a fundraiser to support President Trump, consumers and celebrities vehemently called for boycotts.

inMarket acquires rival Thinknear, suggesting consolidation ahead for location intelligence

Gravy Analytics

Location-based ad platform inMarket is buying Thinknear from owner Telenav. Thinknear is a location-based ads and analytics provider that competes with numerous other companies in the segment.

Perkville CEO talks loyalty and gamification on the Fitness Industry Innovation Podcast


retention customer retention podcast loyalty programs Fitness Industry Innovation Podcast kelly card

How to Cut the High Cost of Contact Center Agent Attrition

Agent attrition has always been a burden on a company’s bottom line. When turnover runs rampant in the contact center, institutional knowledge is lost, productivity drops, the quality of service decreases, and employee engagement and morale go down. This white paper takes an in-depth look at the problem and explains how outsourcing can be used to fix it.

Business Loan Application Pitfalls to Avoid

CSM Magazine

When you apply for a business loan, it is so important that you take the right steps and that you give yourself the highest possible chance of success. Here are some tips to help you with that. Not Knowing Your Credit Score. One of the biggest factors when applying for credit is your credit score.

Broadcom Buys Symantec’s Enterprise Biz.: Good News For Investors; Bad News For Enterprises

Forrester's Customer Insights

Yesterday, Broadcom announced a definitive deal to acquire the enterprise business of Symantec for $10.7 billion in cash.


Customer testimonials: The complete testimonial marketing guide


Testimonials have been used in marketing campaigns for decades. Rather than only using celebrities to create these testimonials, companies have learned that real faces and real people can also create a strong sense of trust with newcomers to their brand.

How CX Technology Is Changing the Honeymoon Experience

Smarter CX

Consider the amount of stress that often surrounds a wedding. There’s the planning, trying to accommodate two different families’ wishes, the finances, and the overall nerves that come along with the big day. So, when it comes time for the honeymoon, newlyweds simply want to relax, take a breath, and enjoy each other’s company — in a beautiful location, of course. But with all the anticipation also comes serious expectations.

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

Calling CEOs to read emails from your customers and learn about your own business

Helen Dewdney

What happens when CEOs read emails from your customers and learn about your own business. You may well be an overworked CEO but when CEOs make corresponding with customers part of their work routine it can be extremely beneficial to business.

9 essential traits of effective managers (and how HR can help)


To roll out an employee experience (EX) initiative is to fully appreciate the impact people leaders have in your organization. Not only are managers the “boots on the ground” of any EX plan, but they’re shaping company culture every day as they interact with and coach their teams.

The difference between customer experience and customer feedback


Download this Whitepaper. Lead goal. TM Form. Not a TM Form. Internal or External. External. Disable T&Cs requirement

How to build a CX program and transform your business


Download this Whitepaper. Lead goal. TM Form. Not a TM Form. Internal or External. External. Disable T&Cs requirement

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.