Sat.Jul 03, 2021 - Fri.Jul 09, 2021

Defining the Gray Area Between Stretch-Fit and Bad-Fit Customers


Your product or service is not going to be right for everyone. And just because you can sell a customer your solution, doesn’t mean you should. But where do you draw the line on customer fit? When is it OK to push your selling boundaries? And how do you know when you’ve gone too far?

Do the CX Buttons You Push Matter?

Heart of the Customer

Research from CustomerThink, Forrester, Pointillist, and the XM Institute agree: Few CX programs can prove that their work matters to business outcomes. This reminds me of a story from my college days.

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Create Your CX Charter with These 6 Questions

Experience Investigators

Customer experience (CX) programs often begin with an idea and a dash of sincere enthusiasm…and little else. To arrive at real outcomes, CX programs depend on cross-functional leadership to turn words and ideas into actions. But what is that cross-functional team supposed to do, exactly? .

Customer Lifetime Value: The Most Important Metric Everyone Overlooks


Customer lifetime value (CLV) is not a new concept. It’s the total worth of a customer over the entire duration of their relationship with your business, from first to final purchase. Customer Experience

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!

Your guide to NLP and NLU in the contact center

NICE inContact

Artificial intelligence is transforming business models and the way many of us live our lives. Businesses use AI for everything from identifying fraudulent insurance claims to improving customer service to predicting the best schedule for preventive maintenance of factory machines.

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These 10 Phrases Will Make Someone’s Day Better

Steve DiGioia

Along with all the responsibilities of your job and the myriad of tasks you must do each day, I want to add a few more things to that list by asking you to use these 10 phrases that will make someone’s day better.

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4 Ways Small Businesses Use Free Chatbots to Drive Sales


For many small businesses, the idea of launching a chatbot to handle customer support and sales questions seems out of reach. The cost to run it, the expertise to set it up, and the time to manage it – all this needs a level of resource that they can only dream of.

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The Ugly Truth: Surveys Alone Aren’t Enough


Surveys have long been the backbone of getting to know customers. They’ve been seen as a relatively easy and inexpensive way of collecting feedback—and for the most part, they are. But the ugly truth is, sometimes traditional surveys can be long—and let's be honest—boring.

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Why Do Bonuses for NPS Scores *Seem* Wise?

Heart of the Customer

I’ll get right to the point: Change management is cheaper than bribing employees. It’s more effective, too. The CEO of a client organization recently asked us about offering a bonus tied to their Net Promoter Score (NPS).

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Plugging Your Community Into the Customer Lifecycle

Speaker: Nichole Devolites, Customer Experience Expert, SecureAuth

Customer experience professionals understand the importance of both creating and maintaining easily available programs that improve CX. Nichole Devolites is joining us for a webinar on July 27th at 12 pm EDT to discuss how CX professionals can integrate and connect their communities with the customer lifecycle. Register today!

048: A World-Class Patient Experience

The DiJulius Group

Chief Revolution Officer John DiJulius of the DiJulius Group interviews Dr. Vance Thompson, owner of Vance Thompson Vision, who have totally disrupted the LASIK and cataract surgery industry.

Top 5 Features You Need in a Free IT Ticketing System


Customers are everywhere, and they expect you to be everywhere too. If you’re catering to this expectation, you shouldn’t only be receiving support requests from email. You should be receiving them from email, live chat, and social media.

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Know Your Leadership Style

Integrity Solutions

Whatever your leadership style, you must be able to develop people who have a sense of ownership in the outcomes that define success. Knowing your leadership style has never been more important than it is today.

Amazing Business Radio: Heather R. Younger

Shep Hyken

Empowering Employees through Caring Leadership. The Impact of Caring Leadership on Employees and Customers. Shep Hyken interviews Heather R. Younger, Founder of EmployeeFanatix. They discuss the importance of alignment and the servant mindset in empowering self-leaders.

5 Reasons to Consider Managed Services for Cloud Contact Centers

Learn how cloud-based solutions and a managed services approach can reduce costs. Give your contact center the flexibility and scalability it needs to meet ever-changing demands!

People Skills Gifts: Bluntness is Not Included | #PeopleSkills #LeadMorale

Kate Nasser

People skills gifts do not include bluntness. Honesty works, bluntness insults. Kate Nasser, The People Skills Coach™, Author Leading Morale. The post People Skills Gifts: Bluntness is Not Included | #PeopleSkills #LeadMorale appeared first on

How to Live an Extraordinary Life…So countless others do as well

The DiJulius Group

Who are you not to be great? Who are you to be ordinary? Who are you to deny greatness? If you would deny it to yourself, you would deny it to the entire world. How dare you to be ordinary? Each of us has the ability to impact thousands of people’s lives through providing genuine. Read Full Article.

What Is Website Content and Why Is It Important?


Google receives more than three billion searches each day , and studies estimate that over 25% of searchers click on the first search result. What are they clicking on? Search Marketing Organic Search Content Marketing

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Guest Post: 5 Tips to Foster a Customer Community in Your Business

Shep Hyken

This week we feature an article by Davis Nguyen, the founder of My Consulting Offer. He writes about how to cultivate a customer community.

The Forrester Wave™: B2B Marketing Data Providers, Q2 2021

In our 24-criterion evaluation of B2B marketing data providers, we identified the 11 most significant vendors — Data Axle, Dun & Bradstreet, Enlyft, Global Database, InsideView, Leadspace, Oracle, SMARTe, Spiceworks Ziff Davis, TechTarget, and ZoomInfo Technologies — and researched, analyzed, and scored them. This report shows how each provider measures up and helps B2B marketing professionals select the right one for their needs.

Google Collaborative Inbox: Pros, Cons, and 5 Alternatives

Help Scout

When starting a company, finding the right customer service tool isn’t always at the top of the priority list; you’re more focused on getting customers and proving out your idea. Then, one day, a customer sends you a question. Then another. And another after that.

Is Outsourcing Your Customer Experience Really A Good Idea or Just Wrong?

Beyond Philosophy

Maybe it’s a towing service. Perhaps you use an interior designer. It could be that you needed to outsource your call center. Whatever the reason may be, you have outsourced part of your Customer Experience. There is an inherent risk involved, of course, if there are problems.

How to Build An Early Customer Warning System


Many of the companies we talk to today all have the same challenge: they are sick and tired of firefighting their customer accounts.

Customer Service Versus Customer Experience … What’s the Difference?

Shep Hyken

It is one of the most common questions I’m asked in interviews: What’s the difference between customer service and customer experience (also known as CX)? While I’ve written about this before, my original article about customer experience was more about how to create a more interactive experience.

4 AI Hacks to Make Sales Teams More Efficient

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data. Read on to learn the four AI hacks sales teams need to improve their performance. Download the eBook today!

Using Automated Best Practices Puts the ‘Intelligence’ in Artificial Intelligence


We’ve already shared why customer visibility is crucial to improving internal customer strategy and overall customer health. Now we can take this to the next level and figure out how to automate some standard CS processes, giving your CSMs the bandwidth to be true strategic advisors to your customer base.

??  Just Launched: Machine Translation for Knowledge Base

Vanilla Forums

Integral to great support for a global business is ensuring they have access to help and documentation regardless of the language they speak. But manually translating all your content is a lot of effort, and one that most companies don’t have the resources for.

Measuring Customer Loyalty: 5 Ways to Track It


Measuring customer loyalty gauges the strength of your client relationships, helping you predict and manage performance. Loyal customers are likely to buy from you again and refer you to others, increasing your revenue.

Pride Month at Uplight


June is known as Pride Month. It’s a time to celebrate and uplift diverse LGBTQ+ identities as well as a time to commemorate the historical, and continual, fight for LGBTQ+ equality.

Leadership Panel: Lessons Learnt from a Global Support Community

Speaker: Panel hosted by Adrian Speyer, Head of Community, Vanilla Forums

Are you struggling to support your global community? Or, are you not even sure where you should start. Establishing a global support community comes with many many questions. How do you encourage your customers to help others? What are the key metrics to measure? What are the biggest challenges? Our super panel consists of community leaders from around the world, each of whom, have experienced and overcome the challenges of a global support community. They are ready to share the trials and triumphs, and everything in between, on the road to a successful community.