Sat.Jun 06, 2020 - Fri.Jun 12, 2020

Building a Customer-Centric Corporate Culture


As the leader in your organization, you might be paying a lot of attention to customer experience. You are aware of its true potential. Source. Insight business customer employeeexperience experience

How to Manage Customer Wait Time: The Best Tips From Great Companies

Beyond Philosophy

We do a lot of waiting in our lives. We wait to get on a plane, for our drink at a coffee shop, and on the phone to talk to “the next available representative.” ” Sometimes we don’t mind waiting at all; sometimes we mind very much.


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Create a Scalable Strategy That Drives Customer Experience (CX)

Advantage Communications

An effective customer support strategy is the foundation of any successful and sustainable business. In fact, according to the American Express 2017 Customer Service Barometer , US consumers are willing to spend 17 percent more to do business with companies that deliver excellent service.

How to Navigate Machines in the CX Ecosystem


How to design a customer experience that prioritizes the always-evolving human and machine interconnection. Guides

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Going to Market Smarter in the New Economy

The fight to find new customers and retain existing ones is the biggest business challenge for many companies. Technology will continue to play a part in fostering buyer allegiance and building brands in the “new normal.” In 2021, as companies continue to move more functions online, employees will take a more virtual -- and flexible -- mindset and lifestyle in parallel to the digitization of businesses. To succeed, you must change the way you conceive and build new products as a digital business. Download the report today to discover more!

How to Improve Customer Centricity in Hospitality


The title of this week’s post might surprise you. After all, the hospitality industry should be highly customer centric, as it relies on satisfying its guests.

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8 Ways To Gain Credibility Via Email Marketing

Joe Rawlinson

When marketing to new people, it can be hard just to make that first impression by telling them who you are, what your success story is, and what your product or service is about.

5 Ways to More Actively Listen to Customers


In this digital age, virtual teams and remote engagement are the new norm. Signals are that businesses are considering putting much more emphasis on remote engagement moving forward.

5 Reasons Why Data Privacy Is Crucial for Your Business

CSM Magazine

Back in the day, there were fewer ways that hackers could use personal data against people. Therefore, data privacy was not as big of a concern as it is today. Nowadays, people want to know what businesses do with their data.

10 Ways to Listen to Customers Without Surveys

CX Accelerator

Author: Jeremy Watkin. Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.”

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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.

4 Ways To Boost Your ECommerce Customer Experience


eCommerce customer experience is vital for online businesses that want to ensure a smooth online experience for their customers. We share 4 ways to boost your eCommerce customer experience that will increase customer loyalty and satisfaction. Feed generated with FetchRSS

Call Centers Prepare for 2020 Hurricane Season

NICE inContact

If predictions are true, call centers are about to get busy. The Atlantic hurricane season runs from June 1 to Nov. 30, and we have already had 3 named storms this year. Call centers must be prepared with a business continuity plan that accounts for any type of disaster.

A Call for Representation in Customer Experience

Experience Investigators by 360Connext

We Must Ask the Tough Questions. It’s not business as usual in the United States. It hasn’t been since the May 25th police killing of George Floyd, and the resulting days of protests in America — and increasingly, across the world — from people who demand change.

Audience Q&A: 5 Questions for Yamini Rangan, Chief Customer Officer of HubSpot

Customer Bliss

Recently, I was joined by Yamini Rangan, chief customer officer of Hubspot for a LIVE version of my podcast, the Chief Customer Officer Human Duct Tape Show. Be sure to subscribe here or on your favorite podcast app to get this episode when it comes out later this week.

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!

African Americans Have Lower Well Being, And Employers Make It Worse During COVID

Experience Matters

In my previous post, I identified five strategies for leaders to combat discrimination within their organizations. That was the start of Qualtrics XM Institute’s efforts to eliminate discrimination.

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Give it Away, Give it Away, Give it Away, Now

Steve DiGioia

Give it away, give it away, give it away, now! No, I’m not talking about the song from the Red Hot Chili Peppers – even though that song is cool. I’m talking about how the butchers and bakers used to run their businesses years ago. I remember as a kid going to the store with my Mom.

How Virgin Money UK Listens & Responds to Changing Customer Needs


Virgin Money UK is not a traditional bank. Their mission to disrupt the status quo with bigger, bolder banking experiences is helping to set them apart from UK high street banks.

What is a target audience? Guide to defining your target audience for market research

QuestionPro Audience

What is a target audience? Definition: A target audience is defined as a group of people having common interests, demographics, and behavior. Market researchers need to collect feedback from the consumers of certain products and services.

How to Overcome the Pain Points of Your CRM

CRM software is a powerful tool when used correctly, yet another obstacle to a sales team’s efficiency when it’s not. Leveraging research and commentary from industry analysts, this eBook explores how your sales team can get back valuable time by overcoming some pain points with your CRM, such as low adoption rates, integrations, and data quality.

Balancing Your Message to Work-From-Home Agents to Restore Team Productivity

NICE inContact

Over the last few months, organizations across the world have relocated their contact center agents from cubicals to comfy couches (or hopefully kitchen tables and desks.)

Customer Service is a 2 Way Street – Tip #2

Steve DiGioia

Customer service is a 2 way street. It takes both sides of the interaction doing their part to provide a great customer experience. The “give and take of life” doesn’t stop at the service counter – it continues, always.

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How Virgin Money UK Listens & Responds to Changing Customer Needs


Virgin Money UK is not a traditional bank. Their mission to disrupt the status quo with bigger, bolder banking experiences is helping to set them apart from UK high street banks.

Taking the Extra Step to Deliver Amazing Service


Sometimes a little creativity and extra effort can make a big difference in the customer experience.

4 Data-Driven Steps To Drive Successful B2B Demand Generation

Fact: Good data lives at the core of every successful B2B demand generation strategy. Without quality data, it’s nearly impossible to identify and segment your target audience and create messaging that speaks to their values and interests. Whether you’re stepping into a new position or you’re new to demand generation, learning the tricks of the trade can be, well, tricky. In this eBook, you’ll discover how to improve your demand generation program—and your bottom line.

Survey: COVID-19 has changed consumer expectations of service delivery


Sam and Adele Turner, a retired couple, have noticed that their refrigerator is not working as it should. Yesterday, the butter was softer than normal and today the milk was spoiled. The Turners are worried.

The Most Opportune Time Ever For Changing Organizational Culture

Integrity Solutions

There’s never been a better time to step up to more transformative culture change — to increase transparency and shift the culture with a greater focus on customers, employees and the community. By Bob McCarthy.

Could California Become an EU Data Privacy Darling?


The California Consumer Privacy Act (CCPA) has been in force since January 1. I’ve written previously addressing questions about compliance and how many companies differ on how they classify themselves in regards to being sellers of data. Even major tech companies interpret the law differently.

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What You Should Always and Never Do in Remote Meetings: Part 1

The DiJulius Group

1. Feature Article What You Should Always and Never Do in Remote Meetings: Part 1 By John DiJulius, Chief Revolution Officer By now we have all seen someone on a Zoom call accidentally showing they are not wearing pants or someone saying something embarrassing thinking they were on mute.

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!