Sat.Aug 14, 2021 - Fri.Aug 20, 2021

Voice of the Customer methodologies and question examples


All businesses rely on customer loyalty for brand recognition and revenue growth. How often they come back to purchase products and services, how dedicated they are to your brand, and whether they are happy with the customer service matters to the success of your company.

6 Common Mistakes to Avoid During Qualitative Interviews

dscout People Nerds

Even the most experienced interviewers fall victim to interrupting a participant or asking a leading question. Taking note of when these occur and actively working to avoid them can put participants at ease and encourage unbiased insights


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What does it take to be CX Leader of the Year?


Engagement What does it take to be CX Leader of the Year

10 Actions to Bring Your Team Into Your Confidence Zone

Steve DiGioia

Who cares what your employees say! The opinions of your employees don’t matter. Really. They don’t. You prove this each day by your actions. You continue to leave them in the dark about upcoming actions and decisions that affect them. You do little to address their concerns. Now, they question you.

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

Beat Up Ideas, Not People

Kerry Bodine

Yesterday I read a disturbing article in The New York Times about cultural change at Twitter. In a nutshell, Twitter brought in an executive to “revamp Twitter’s design team and make it more diverse.”

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More Than Just a Survey Platform: BDG Partners with Alida


For BDG, impactful relationships with Alida is the key to their survey success. Brand Experience Media & Entertainment

Survey 158

Delivering to the digital doorstep requires an innovative leader: Are you ready?

NICE inContact

The demand for a unified next-gen CX platform that can manage complete interactions across every consumer touch point from digital to voice for any service need in both a responsive and proactive manner will accelerate

Improved People Skills Take You Further Than Jerky Behavior | #Leadership

Kate Nasser

Do improved people skills really help people? Yes, they really do. Wouldn’t it be better to overlook the bad way people treat you and see the value of what they offer? No, not exactly. Moreover, your poor people skills can drive people away from you.

Personalizing the Customer Experience Is a Competitive Differentiator

Shep Hyken

I recently released my 2021 Achieving Customer Amazement research. We surveyed 1,000 consumers in the U.S. and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more.

The Art of Community: Higher Logic & Vanilla Forums Super Forum!

Speaker: Keynote Speaker, Guy Kawasaki, Chief Evangelist, Canva

In its 12th year? Super Forum is the largest and most comprehensive conference for executives, community managers, marketing, membership, and customer success professionals who want to connect, engage, and create better customer and member experiences. And this year, we’re going even bigger as we add Vanilla’s highly regarded Conversations conference into the mix. Register today!

5 Tips on How to Use Research Activities to Enhance Customer Brand Experience


Companies are trying to listen to their customers, but if it's not a good experience for them, you're missing an opportunity to enhance brand experience and win repeat customers. Brand Experience

Brands 130

Digital transformation addresses these 5 top customer expectations

NICE inContact

Did you ever see the episode of “Friends” where the always-principled Phoebe Buffay spends the entire show on hold with her phone company’s customer service? Customer Experience Digital First Omnichannel Contact Center Management

90% of Companies Have a CXO

The DiJulius Group

In 2020, almost 90% of organizations reported that they have a Chief Experience Officer (CXO), according to Gartner. This is a significant increase from 2017 when more than 35% of companies did not have a CXO on their team.

Guest Post: How to Go Above & Beyond for Your Customers to Secure Their Repeat Business

Shep Hyken

This week we feature an article by Ray?Blakney, Blakney, CEO and co-founder of Live Lingua , a renowned online language learning platform. He writes about how companies can secure their current customers’ repeat business.

How Product Teams Can Leverage Community

Speaker: Scott Baldwin of ProductBoard

Product Leaders, sign up if want to learn how to: - What is product excellence? - How community led and product-led growth can act as success multipliers - How to create a tight and ongoing feedback loop - How to leverage your community members to drive adoption. When: September 21st at 12pm EDT. Register today!

Tech Innovations Will Raise Expectations

Heart of the Customer

The jostling we’ve seen in the CX tech marketplace over the past few weeks ? and discussed in previous posts ? is going to impact more than just the SaaS (software as a service) companies in play. It’s going to impact you…and the way CX is practiced going forward.

Freemium Onboarding: How to Convert Free Users into Paying Customers


Freemium onboarding forms a critical stage in users’ path to becoming paying customers. The email sequences you use to onboard freemium users can directly determine whether they upgrade to premium buyers or they become inactive users.

How to Run an Effective Customer Experience Team Meeting

Experience Investigators

Cross-functional leadership is a key factor in leading any customer experience program. This often means creating a team of leaders who regularly meet to discuss priorities, resources and accountabilities that drive CX forward.

The Best Call Deflection Strategies for Your Call Center that Improve Call Resolution

Advantage Communications

Reducing call center volume is key to successful customer service. Not only does it free up customer service agents to work on higher-value tasks, it presents an opportunity for your brand to provide customers with a more seamless way to connect with your organization. Contact Center

Reaching Unreachable Candidates

Speaker: Patrick Dempsey and Andrew Erpelding of ZoomInfo

What is ZoomInfo for Recruiters? Find and connect with the right talent to fill roles fast with more data, basic search, advanced search, candidate and company profiles, and export results. Watch this On-Demand Webinar today to see how ZoomInfo for Recruiters can work to get your talented candidates results.

Customer Success vs. Customer Support: Defining Role Boundaries


If you work in Customer Success, then you’ve likely experienced the challenges of customers reaching out to you for their support-related needs – whether it’s technical troubleshooting or resetting a password.

The Benefits of Cross-Channel Customer Support


Learn the perks of using a cross-channel support strategy in this guide. We will also discuss how BPO firms can simplify your customer support processes

Some CRM Teams Make 45% More Revenue Than Others. What Do They Have in Common?


The most in-with-the-times B2C brands out there are customer-centric. The smartest among them make a strategic effort and investment in increasing their Customer Lifetime Value by making CRM Marketing a priority.

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What is Asynchronous Messaging in Customer Service?

Advantage Communications

Customer service is far from easy. Your call center is likely struggling to keep up with an onslaught of customer queries.

Negative Reviews & Online Feedback Happens - But Where Do You Go From Here?

Speaker: Adam Dorfman, Head of Product Growth at Reputation and Jeremy Shubitz, Director of Marketing at Bosley

Responding to online negative feedback can be challenging. What should you say? What should you not say? Should you even respond? In today's, your customers will be not only your biggest advocates but also your biggest critics. However, negative feedback can offer actionable insights to build a stronger product and customer experience.

Episode 052: Talking “Ultimate Guest Experience” with Author Scott McKain

The DiJulius Group

Senior Customer Experience Consultant for The DiJulius Group, Dave Murray, talks with Scott McKain, author and member of the Speakers Hall of Fame and the Sales and Marketing Hall of Fame, about creating the ultimate guest experience.

Google Search Trends for “Customer Success”


Of course, those of us in the Customer Success industry know that CS has become a very popular practice, department, and role specifically over the last 5-6 years, but what does this growing interest in the topic really look like?

Insurance Companies That Show Empathy Will Win Hearts … and Customer Loyalty

Hallmark Business Connections

On the surface, insurance seems to be about risk, compliance, and regulations. But dig a little deeper and you’ll find that it’s really about protecting people during some of their more important moments.

PPT Solutions Recognized as One of America’s Fastest-Growing Companies for a Fourth Consecutive Year

ppt solutions

TULSA, OKLAHOMA, August 17, 2020 – PPT Solutions, a premier provider of client-centric, performance-based Customer Experience and Business Optimization Solutions, announced today it has been named one of the fastest-growing private companies in the U.S. by Inc. magazine. The annual Inc.

Power Hour with the Community Team at Mural

Speaker: Beth Vanderkolk, Lindsay Olson, & Amanda Peterson, The MURAL Community Team

Want to know what it takes to build a community from the ground up? Join us for our panel discussion with the MURAL Community Team. In just 4 months, they have established a thriving community, and they're with us to explain how they did it.