Sat.Apr 17, 2021 - Fri.Apr 23, 2021

How To Write an Inspiring Customer Service Vision Statement

Team Support

What brings meaning into your professional life —. The sense of self-fulfillment? Nice compensation? Friendly colleagues? Hold on a second. I realize this question is a bit heavy.

CX vs. UX

GetFeedback

A detailed explanation of the different between customer experience and user experience. Articles

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Lessons Learned from the Frontlines of CX: How Data from Self-Service Tools Optimizes Customer Engagement

Bold360

Providing an optimized customer experience (CX) requires understanding what customers need – what they’re looking for and how they’re looking for it – and then quickly responding to those needs. Well, 2020 was a crash course in recalibrating CX to respond to rapidly evolving customer needs.

Tools 52

A Fresh New Start - Build the Small Business Call Center You’ve Always Wanted

NICE inContact

Call centers can be management-intensive, especially when they use outdated software. Antiquated call center technology can prevent you from meeting your CX goals, frustrate your agents, cause you to overrun your budget, and make the call center an internal punching bag.

Why Is Patient Engagement Important? | Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

4 “Global Gurus” Share Their Advice for Customer Experience Leaders

Customer Bliss

Global Gurus’ list for World’s Top 30 Customer Service Professionals for 2021 came out recently, and I wanted to use it as an opportunity to highlight some of my friends and colleagues who are not only on the list, but who have shared their wisdom on my podcast. (And,

Sports 152

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Learn to Apologize to Customers Like You Mean It

Steve DiGioia

The best intentions only get you so far and sometimes, your “best” is not good enough for your customer. They are upset, they are disappointed, and they deserve an apology. And here is where your “best” gets even worse.

Tips 196

Top 10 benefits: Take your business to the next level with an AI chatbot

NICE inContact

Technology is rapidly changing how companies of all types and sizes conduct business. This is true in the realm of customer service and support. Using artificial intelligence (AI) in the right ways can provide businesses with a range of benefits.

How to Improve Customer Understanding & CX with AI

Alida

How do you stand on the right side of the line between the helpful and the creepy with artificial intelligence (AI)? It’s a question rarely asked about AI in customer experience. Customer Experience

How To 130

Shopping cart abandonment

GetFeedback

Simplifying CX YouTube series episode on how to battle shopping cart abandonment. Videos

How To 195

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Why are Top Brands Embracing AI Chatbots?

Comm100

By 2022, CNBC predicts that 75-90% of customer queries will be handled by a chatbot. From Starbucks to Duolingo and in almost every industry in between, top brands are turning to chatbots to improve their customer service and support operations.

Brands 130

AI in Call Centers: Top innovations for 2021

TechSee

Call centers are busier than ever. According to a 2021 survey, 65% of U.S. consumers have required assistance during the COVID-19 pandemic.

Using Insights to Stay Ahead in an Oversaturated Market

Alida

New competitors popping up, alongside industry titans expanding into new markets, make the competition for share of wallet more crowded than ever. But with customers at their spending limit, companies looking to grow without overburdening customers are faced with a tough question—how do I stand out?

Let Them Figure It Out – Tip #31

Steve DiGioia

Many managers love to micromanage. They just can’t help it. They believe that telling an employee exactly how to do something and when to do it will fix all their ills. This makes the employee’s job easier. They don’t have to think. Simply “tell them what to do” for every situation and they’ll do it.

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6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

Best Free Knowledge Base Software for Customer Support

Comm100

The best knowledge base software is the backbone of any good customer service operation. A knowledge base most commonly functions as a library of information to answer customer questions. However, with a robust software in place, a knowledge base can be much more than this.

Social Media is Bad for Customer Service

Bill Quiseng

Social media is bad for customer service. Whether ranting or raving, customers are telling stories online about businesses whether those businesses are listening or not.

Want your Customer Feedback scores to go up by 6 points?

Daniel Group

Welcome to Success Strategies. Want your Customer Feedback scores to go up by 6 points? We’ve learned through our extensive research that this is just what happens when “Communication” is mentioned as something that went well!

Interview: Kate Nightingale of Style Psychology

Heart of the Customer

Heart of the Customer’s Jim Tincher sat down with Style Psychology Founder and CEO Kate Nightingale recently, to discuss the role of emotions in the customer experience. But it’s 2021, so of course “sat down with” means “met on Zoom.”) Below is a lightly edited transcript of that conversation.

Video 93

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Answers to Common Questions on GDPR & Community Forums: Brexit Update

Vanilla Forums

In 2018, the EU GDPR ( General Data Protection Regulation ) took effect. Since then, many community managers have been trying to understand how to comply with the new European privacy regulation. Further from there, whether there have been other changes to note since Brexit officially took place.

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There Is No Excuse to Not Respond to a Customer

Hyken

Let me put it to you in the simplest terms possible. When your customer calls, emails or texts you, you must respond. That is unless you don’t care if they ever do business with you again.

Is Your Company’s Brand Under Attack Because Customers Are Changing Their Expectations?

Middlesex Consulting

The pandemic still has the world in its grip, but it is becoming looser as vaccinations become more widespread. In some developed countries, we see signs of increased hiring and manufacturing output.

How Internal Podcasts can Help Engage Your Employees

Russel Lolacher

Internal podcasts are a great tool for communications and to engage your employees. It’s like having your very own company culture radio station. The popularity and adoption of podcasting continues to rise.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

The 10 Most Effective Ways to Influence Your Customer Behavior

Beyond Philosophy

Emotions rule your customers’ buying decisions. Sure, their rationality weighs in sometimes, too, but often, it’s the emotional side that drives customers to buy.

Amazing Business Radio: Jeff Nicholson

Hyken

The New Way to Take Care of a Customer: Autonomous Customer Service. How Autonomous Customer Service impacts the Customer Journey. Shep Hyken interviews Jeff Nicholson, Global Head CRM Product Marketing of Pegasystems.

How to Make Your Customer Experience So Good, Price Becomes Irrelevant

The DiJulius Group

The key to building long-term customer loyalty is not through chasing price or luring new customers with discounts, rather it is time to focus on building a positive experience so engaging, so memorable, that your existing clients can’t stop talking about you to others.

Mapping the Volume Surge: What Airlines Should Expect When The World Starts Flying Again

Conversocial

It’s been roughly a year (and a rough year) since lockdown was announced in London, where my family and I are currently living. During this year, travel bans have been imposed and removed with every passing season.

Customer Perceptions of the Community Experience

Speaker: Mike Ellis, Vanilla Forums Marketing Manager

What do your customers actually want? In a land of ever-changing customer behaviors and expectations, brands need to understand the experiences customers value the most, and how these can impact their business outcomes. Join us on May 26th at 12 EDT for an in-depth discussion led by Vanilla's Marketing Manager, Mike Ellis. Mike will walk you through this research and guide you on community usage in terms of the most valued customer experience aspects.