Sat.Dec 21, 2019 - Fri.Dec 27, 2019

Guest Blog: Five Tips to Providing a Five Star Experience


This week we feature an article by Katie Mares who explains how any business or organization can provide its customers with a five-star experience. The best way I can describe ‘customer service’ is by using the word transaction.

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How to Build an Effective Social Customer Service Program

Win the Customer

The significant benefits of effectively engaging with customers on social channels make the investment worthwhile.

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How to Show the Impact of Your Insight Community. and Scale It

Vision Critical

Recently I wrote about how planning for insights can help you be more customer-centric when informing your business with insights. With a plan in place to generate insight, many find this meets their goals.

How To Get Online Reviews That Make Your Business Stand Out

If you’ve been following the blog for awhile, then you know we’ve been talking to some of our favorite marketing experts about the ways they use and read reviews. Here are some of the previous installments: What Do the Marketing Experts Write In Their Online Reviews?

The 2020 Community Trends Webinar Series

Speaker: Vanilla Forums

Is your community program up to the standards of 2020? Save your seat for this webinar series, and don't miss your chance hear from five of Vanilla Forums' community experts as they respond to your pressing questions and dive into some of the biggest community trends identified for 2020!

How to Think About Scaling Your Customer Success Team


At Pulse 2016, SaaStr’s Customer Success for Start-ups track was one of the most popular series of sessions in the entire conference. This is a transcript of a really valuable panel featuring Jason Lemkin , Christina Shen , Adam Strong , and April Oman.

More Trending

Deconstructing the Modern Consumer


“Always on.” ” Digitally enabled.” ” “Diverse.” ” “Expect personal interactions and treatment.” ” “Trust Word-of-Mouth over brands.” ” “Prefer buying from cool companies.”

Successful Call Center Agents Share This Personality Type


The contact center agent’s job is getting harder. The ongoing shift to self-service has brought about many positive changes to the customer service field. Call volumes in many contact centers are down along with the cost to serve.

3 Brands Using Emotion to Build Customer Loyalty This Holiday Season

Smarter CX

This 2019 holiday shopping season, brands are tapping into the power of emotion to connect with customers and build customer loyalty.

New Research Shows Strong ROI of CX

Experience Matters

The XM Institute has published new research that examines the impact that customer experience has on the loyalty of U.S. consumers across 20 industries. You can download these reports for free: The ROI of Customer Experience.

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Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

The Power of The Ultimate Question


Understanding NPS The Net Promoter Score (NPS) or “the ultimate question” as it is commonly referred to, has a history that dates back a full 26 years.

Five Ways to Prepare for Being REALLY Busy


If you’re reading this article the day it comes out, it’s Christmas Day. Whether you celebrate Christmas, Hanukkah, Kwanzaa or any other holiday around this time, you know that the holidays often bring a frantic level of busyness and even stress.

3 Considerations to Improve Your Digital Customer Experience (CX)


If you’ve ever read any published content from the ClientSuccess team before, you know that we take the concept of customer success as an entire company goal very seriously. After all, your customers aren’t the responsibility of one department – they’re the reason your entire company is in business.

Should You Buy Google Reviews? Read This


If you’re trying to build your company’s online reputation, it can be tempting to take shortcuts and try to find a quick fix. This is particularly true for businesses with not-so-positive reviews and one-star ratings.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

3 Reasons to hit Your Professional Storytelling Reset Button

One Millimeter Mindset

Hitting your professional storytelling reset button is an essential component for professional and workforce development, as well as business growth. Because this exercise requires you to consider how you deliver value to others, instead of focusing on yourself.

Brick and Mortar Retail to See More Ca-Ching this Holiday Season?

Smarter CX

You’ve heard the drumbeat over and over again: the retail apocalypse is here and malls are slowly going extinct. But brick and mortar is proving the forecasts wrong. If the past year has shown us anything, it’s that physical stores and online shopping can coexist and indeed complement each other.

Top Customer Success Trends To Watch For In 2020


On a recent webinar with one of our private equity partners, Gainsight CEO Nick Mehta shared an inspiring outlook on what’s to come in the year 2020 for customer success. The industry is constantly evolving and it’s important to stay ahead of the curve with new concepts and trends.

Nike Is Setting The Standard For Omnichannel Loyalty In Every Industry

Forrester's Customer Insights

Shifting from treating loyalty as a standalone marketing practice to weaving it into the entire customer experience is hard. Enter Nike. age of the customer B2C marketing loyalty retail retail loyalty b2c marketing CX Marketing promoted

The Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.

How to tie Customer Success into your CEM program


Understanding Customers…. Love it or hate it, it’s the key to driving great CX.

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Popeyes Wins Online Love for Advertising Awesomeness


Ever since the Chicken Sandwich Wars of 2019 , Popeyes has been winning online love for its advertising awesomeness. And its latest foray, kicking it old school with a print ad, speaks to the power of using social analytics to inform strategic planning. Popeyes’ Ad Strategy Shift.

The Power the Ultimate Question

Horizon CX

The Net Promoter Score (NPS) or “the ultimate question” as it is commonly referred to, has a history that dates back a full 26 years.

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How to Show the Impact of Your Insight Community. and Scale It

Vision Critical

Recently I wrote about how planning for insights can help you be more customer-centric when informing your business with insights. With a plan in place to generate insight, many find this meets their goals.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Goodbye to a Wonderful 2019! Hello to a Fabulous 2020!

Wired and Dangerous

As 2019 draws to a close it is a time to reflect on all of the good that came from the past year and to express our sincere gratitude to all of those who helped make the year the very best it could be. Thank you!” These are arguably the two most powerful words in the English language.

Top 10 Product Experience Articles You Should Read Before 2020


The weather outside might be frightful, but looking back, 2019 was pretty delightful. We’ve released some amazing new Gainsight PX features , put on the best Pulse conference to date, and supported the customer-centric community with an ever-growing content library.

Amazing Business Radio: Katie Mares


Strengthen Your Company’s Core. Hold Yourself Accountable for Creating a Consistently Amazing Customer Experience. Shep Hyken interviews Katie Mares. They discuss her C.O.R.E. Methodology and how it can improve the customer experience in addition to gender inequality in the customer service world.

Tracktik Enhances Security With Talkdesk Cloud-Based Solution


TrackTik provides a complete set of tools for security workforce management to 210,000+ facilities and 500+ clients, across 35+ countries. With its headquarters in Montreal, Canada, and remote teams in the U.S.,

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

TUESDAY TIPS BY THOMAS: Precise Chart Rendering


Easily specify the rendering precision in charts. You can specify which chart rendering logic should be used when creating your StoryTeller reports in Dapresy. Depending on your needs, you can choose whether the chart render uses full precision or if it’s based on displayed values.

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Merry Christmas and Happy New Year


Product update 22, 2019 Campaign . The holiday season is the best time of the year! It is full of celebration and also gives us an opportunity to reflect on the year behind us. Today we bring you some highlights from our year. . SuccessBLOCs and Spark.

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5 Top Customer Service Articles for the Week of December 23, 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.

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