Sat.Oct 03, 2020 - Fri.Oct 09, 2020

How to Close Customer Feedback with NPS

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Guest Post: What Will Customer Experience Post COVID-19 Look Like in Grocery Retail?


This week we feature an article from Corina Mihalache, Business Development Executive at Tokinomo. She writes about changes in the customer experience for grocery shoppers during the COVID-19 pandemic. As cliché as it may sound, for an understanding of the future, we must always look into the past.

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Build Your Brand Through Trust, Ethics & Sustainability

Helen Dewdney

The 7 Keys to Word-of-Mouth Marketing


Ever wonder how to get more people talking about your business? It’s simple. Offer them incredible products and services that solve their problems and fulfil their needs and desires.

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!

How to use the Customer Effort Score (CES) metric


Simplifying CX YouTube series video on how to use the CES metric. Videos

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What Is Customer Experience?

Experience Investigators by 360Connext

Listen to this article. Customer experience is not always easy to define. In the early days, it was often described as the perception the customer had of your brand. Others define it as the buyer’s journey.

A Practical Resource Guide for Achieving Digital Accessibility Compliance


The comprehensive accessibility service platform, eSSENTIAL Accessibility, shares with us their practical guide on how to bring your digital properties into compliance with the latest Web Content Accessibility Guidelines (WCAG). What is WCAG?

Demystifying Customer Journey Mapping: Highlights From CX Leader Roundtable


I’m Gen-X and I Don’t Want to Talk to You Either: Customer Service Secrets You Need to Know

NICE inContact

Businesses are sitting on a gold mine of information, go talk to your Gen X-ers. Listen to what they have to say about the experience you should be delivering, and how you can deliver it. Then empower them to make it happen!

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!

Bias Is a Four-Letter Word

Vision Critical

"Members of an insight community are biased. Survey results aren’t really representative. ”. We hear this a lot. This statement often stems from the belief that by maintaining anonymity and surveying a general population sample, researchers will find the unbiased truth.

ROI 130

Digital Transformation and Digital Accessibility


In an article written by eSSENTIAL Accessibility, a sponsor of the Customer Experience Strategies Summit, describes the importance of accessibility during a brand digital transformation.

How to Combat Shopping Cart Abandonment


The common reasons online shoppers abandon their carts and how to overcome them. Guides

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5 Proactive Activities Leaders Can Do to Position Their Inbound Call Center for Ongoing Success

NICE inContact

Call center leaders can't hide behind bluster. The performance data doesn't let them. Everything about an inbound call center - from expenditures to service levels to customer satisfaction - can be measured and those results reflect directly on the leaders.

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.

The Power of Rudiments (Within CX)

Horizon CX

Mastering the rudiments or basics of just about any pursuit can be critical to overall success. That certainly, and especially, includes being skilled and competent at the management of Customer Experience (CX).

Retail Reality: Now More Than Ever, Your Online Store Must Be Accessible


With mandatory closure caused by the pandemic, online sales rise making the online customer experience important for many brands.

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5 Reasons Why your Field Service Performance Metrics should include Customer Effort Score


In 2019, before the world had ever heard of COVID-19, a Research Report by Field Service News showed that field service organizations were already transitioning to a more customer-centric model.

Are You Meeting or Exceeding Your Customers’ Thresholds for Service Delivery?

Wired and Dangerous

We are seeing a lot of threshold alarms these days. Highway freeways tell us “minimum speed 40 mph.” It is a way of keeping horse-drawn buggies off the road. Minimum orders signal that only volume purchases are allowed.

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!

Customer Disservice


One of our loyal subscribers, Warren Danziger, shared a story about how a delivery was made to his home and placed between the screen door and the front door. The delivery person never knocked or rang the doorbell to inform him his delivery was there.

How to Scale Your Business and Customer Service Program for Maximum Efficiency


We all know that a well-oiled customer service machine is a business imperative, but how do you know if yours is designed for maximum efficiency?

How to Make Your Customers Feel Important – Tip #19

Steve DiGioia

Every server in the restaurant industry has their own style, their own manner, and their own way of interacting with their customers. Their goal is to make their customers feel important and serve them well.

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Culture Is the Cart, Change Is the Horse

Heart of the Customer

There’s no doubt about it – culture change is sexy. So sexy, that it’s where most customer experience programs focus. But starting with culture is putting the cart before the horse. And we all know you’re not going to get anywhere that way.

Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists The Community Roundtable, you will learn the effectiveness of community in empowering your customers, and generating value for your business.

Cost-benefit analysis of moving to the cloud


The dramatic events of 2020 forced organizations to change the way they operate on so many levels. From simple things like remote connectivity or equipping your team with hardware, to how the best customer experience (CX) can be delivered.

Launch Your New Customer Experience Program with Colin Crowley


Today, businesses are quickly aligning their marketing, sales, and customer support teams as it is proven to improve business relations with clients. Customer-centric companies are 60% more profitable than companies that don’t focus on customers as per Forbes.

How Acer Increased Their Community ROI by 500% Using Vanilla

Vanilla Forums

Acer is one of the largest PC makers in the world. Its products include desktop and laptop PCs, tablets, servers, storage devices, displays, peripherals and more. One of Acer's top product lines is its gaming PCs and accessories, marketed under the Predator and Nitro brands.

ROI 83

Customer Success vs. Customer Support: What Are the Differences?


Customer success vs. customer support: although these two terms appear similar, they actually refer to two different, yet complementary, functions within a company.

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.