Sat.Jan 25, 2020 - Fri.Jan 31, 2020

How to Create Service Standards that Really Work

Up Your Service

Setting service standards is an approach commonly used to create consistent levels of service performance and enhance customer experience. Yet this practice is often disappointing, and at times even counter-productive.

Grow Through Improving Customer’s Lives: 7 Actions of the Most Admired Companies

Customer Bliss

The most admired companies remove practices that might curb the extension of care, or limit employees to act in good conscience. They work to remove boundaries and pressures that prohibit customer-driven decision making.

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Guest Post: How Good Customer Service is Defined by 4 Different Generations

ShepHyken

This week we feature an article by Pem Brooke, Marketing Manager of SuperStaff. Pem discusses the importance of shifting customer service tactics in order to cater towards customers from each generation.

The Power of Promises

Horizon CX

According to Wikipedia, the definition of a promise is a commitment by someone to do or not do something. As a noun, a promise means a declaration assuring that one will or will not do something. As a verb, it means to commit oneself by a promise to do or give.

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!

How to Prioritize Customer Experience Initiatives

Lumoa

We share best practices on how to prioritize customer experience initiatives. Due to limitations in resources, organizations have to prioritize which initiatives to spend their money on.

How To 268

More Trending

How Do You Solve 2020’s Most Common CX Problems? Start Here.

Experience Investigators by 360Connext

Forrester, Oracle, and others predict plenty of customer experience challenges for the near future. Anxiety is ramping up for senior leaders focused on customer experience, and it’s not difficult to understand why. Image credit: Forrester.

4 Lessons from Scaling a Customer Support Team

Solvvy

When I began working as Director of Support for Handshake, a career community that connects students and employers, I thought my role would focus largely on hiring, managing a team, and improving workflow—but I’ve come to find out that modeling data and automating processes is just as important.

Data 79

What is Customer Retention Management and Why Does it Matter?

Totango

As the economy grows increasingly customer-centric, customer retention becomes more vital to the success of enterprises. Repeat customers provide greater value at a lower cost than those who buy something once and leave.

A knowledgeable, well-trained, professional customer service representative is worth their weight in CX gold!

Innovative CX

I’ve been involved in customer service for all my 40 years in business. For four decades, I’ve been trying to improve the customer experience for organizations in a variety of industries and diverse geographic locations.

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

Exploring Customer Journey Mapping – An Interview with Jim Tincher

Heart of the Customer

Today’s blog post features an interview of Jim Tincher completed by SurveySparrow, the maker of widely celebrated online survey software.

Q&A: How to Streamline Onboarding to Reduce Churn

ChurnZero

Q&A: How to Streamline Onboarding to Reduce Churn. Customer retention and churn prevention start at the beginning of a customer’s journey with your company – in onboarding.

Say I Do to Customer Service

Think Customers

New York City is a hub of startups. One subway ride reveals a rich tapestry of companies looking to disrupt nearly every industry. Being innovative is tough work and not every organization survives in the big city.

Don’t be an armchair CX Professional. Here's how to win the CX game

iPerceptions

What does a football team need to do to win the ultimate prize? Sure, a well-timed, rousing speech from the coach always helps. At least, it has in countless TV shows and movies in the past.

The Pros and Cons of Incentivized Reviews

With so many online reviews out there, we’ve decided to take a look at how incentivized consumer reviews fare against regular reviews from consumers that were not incentivized. Is one better than the other? More positive? Are they similar in topics covered and level of detail? Download this report to get answers to those questions and more!

If You Don’t Ask, The Answer is Always No

ChurnZero

If You Don’t Ask, the Answer is Always No. Author: Emily Nesterick. Too often you plateau before you ever peak due to the fear of hearing ‘no.’. This fear cripples your personal and professional potential. It holds you back from achieving your goals.

B2B 58

Why SMS should be part of your feedback strategy

Customercount

Utilizing SMS texting for survey delivery is an easy and quick way to obtain feedback information so it should be part of your customer feedback strategy. Continue reading → The post Why SMS should be part of your feedback strategy appeared first on CustomerCount. News SMS SMS survey

5 Strategies to Improve Customer Retention With Social Media

GetFeedback

Although customer retention is cheaper than acquisition, it’s easier said than done. It takes a lot of commitment and dedication to get customers to stay loyal to your business. In this article, we are going to talk about how to use social media to attract and retain customers.

Cracking the Patient Experience Conundrum

MaritzCX

The Innovative Approach to Amplifying the Patient Experience Providing a patient experience that exceeds expectations has become increasingly important within the healthcare industry.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

Sparq® Winter '20 Further Enables Brands to Excel in Customer Trust

Vision Critical

It’s hard to believe we are already at the end of January and what a compelling first month of 2020 we’ve had at Vision Critical. We’ve had exciting leadership changes and with them comes an invigorated sense of purpose for our entire organization.

Brands 189

How to Determine Cultural Alignment in Your Outsourced Contact Center

BlueOcean

We talk a lot about the need to align your corporate culture with your outsourcer’s, but we know it’s a lot easier to say than it is to do – after all, it’s not a particularly quantifiable element. And it’s not totally subjective, either.

Implementing a Customer Experience Strategy That Works

GetFeedback

Competition for customer loyalty is stronger than ever in 2020. With so many companies vying for each customer’s attention, a winning customer experience strategy is a must for any company looking to build brand loyalty. Small wonder—as a study by Adobe shows , the top 10% of customers spend three times more than other customers. That means it’s critical for companies to identify those customers, learn who they are, and craft a customer experience that makes them excited to come back again.

The Importance of Onboarding in the Automotive Industry: Part 2

MaritzCX

To view the first part of this blog series, click here.

AI & Community: Don't Hammer the Flowers

Speaker: Venessa Paech, Australia's Leading Community Specialist

Join Vanilla Forums on Tuesday, July 21, 2020 at 8:30 AM ET for this on-demand workshop led by Venessa Paech, Co-Founder of Australian Community Managers and Leading APAC Community Specialist.

Workforce Manager: Optimizing Schedules and Onboarding New Hires

NICE inContact

Onboarding a new employee is a rite of passage. We all go through it several times throughout our career. Personally, I’ve experienced pretty much every onboarding experience across the spectrum. From, “here’s your desk, good luck,” to a very thorough multi-day training.

A complete guide to online panels

QuestionPro Audience

What are online panels? Online panels are groups of pre-recruited individuals who have agreed to take part in market research surveys, focus groups, or in-depth interviews. These individuals are called panel members or panelists. A panel generally comprises people sharing similar traits.

Groups 222

Implementing a Customer Experience Strategy That Works

GetFeedback

Winning customer experience strategies are relatively simple to build; It all centers around a single focal point: getting to know your customers. Articles

Webinar: Maximize Your Customer Journey Mapping Program

MaritzCX

Are You Curious About Which Experiences Matter Most to Your Customers? Learn to identify customer expectations, pain points, and more by listening to our MarizCX Webinar on Wednesday, January 29th.

[On-Demand Webinar] The State of Customer Education: Trends and Benchmarks Report

Speaker: Sandi Lin & Linda Schwaber-Cohen

In this webinar, Skilljar CEO Sandi Lin will discuss learnings from their recent study, and share her insights on the state of Customer Education. They'll dig into key findings so you can benchmark against industry trends and understand how your strategy and metrics compare.

Work Life Balance in the Contact Center

NICE inContact

Digital transformation and the gig economy have made remote work common across the globe—the contact center industry was no different! In fact, due to the huge array of digital interaction channels, virtual assistants, and more, the contact center field is even better positioned for remote work.

What are paid market research panels and why your business needs them?

QuestionPro Audience

What is a paid market research panel? A paid market research panel is a group of pre-recruited survey respondents who opt to participate in various research studies. Researchers reward panelists for taking part in market research studies for their inputs and time for completing the survey.

Study 195

Developing Surveys to Boost Customer Retention Through Actionable Data

GetFeedback

Develop surveys that will help you gather insights quickly so you can turn that data into focused action plans that accelerate your retention rates. . Articles