Sat.Jul 27, 2019 - Fri.Aug 02, 2019

What does it mean to be “Customer Centric” and why is it important?


What does it mean to be “Customer Centric” and why is it important? by Chris Valentine on 1 Aug 2019. customer experience. customer centric. Many companies have made a conscious effort to understand the voice of the customer on a deeper level.

4 Principles for a Great Customer Feedback Program

CSM Magazine

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Three Myths about Customer Loyalty


Andy shares his insights on the top 3 myths about Customer Loyalty. Customer Success Customers Onboarding saas value realization

5 Ways Successful Teams Close the Customer Experience Gap

Experience Investigators by 360Connext

It’s easy to underestimate the efforts it requires to become a truly customer-centric organization. Brave leaders do their best to lead customer experience initiatives that make an impact. But there are processes, protocols and even people who are obstacles to seeing results.

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!

Breaking the Status Quo of CX — Part 1


A sobering stat has been making the rounds in customer experience (CX) circles lately: 93 percent of organizations fail to differentiate on CX, according to CX thought leader Bob Thompson.

More Trending

The 5 Essential Practices for Your Customer Experience

Beyond Philosophy

Because we have frequent thunderstorms and power outages in my Florida home, I recently decided to buy an uninterruptible power supply for my electronics. I’ve had good experiences with Apple products so I first checked to see if Apple made that sort of thing.

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5 Key Technologies for the Future of Digital Customer Service

NICE inContact

We talk a lot about “future-proofing” your business. It’s an important concept for any company considering digital customer service integration. You don’t simply want to plan for your current customer service needs. You’ll need a solution that can easily scale as business grows.

5 Ways to Boost Marketing and Sales with Live Chat


The past few years have seen live chat completely change the way online businesses carry out marketing and sales.

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How to Take Survey Feedback and Build an Actionable Plan


How integrating a survey feedback action plan into your processes will help improve your products and services, and show your customers you genuinely care. Articles

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!

Two CX Leaders Share Frameworks to Improve Customer-Centricity in Their Organization

Customer Bliss

As we continue to revisit conversations with CX leaders who were previously on the show, today we’re going to explore strategies implemented by two CX leaders at global corporations: Scott Allison , CCO at DHL Supply Chain and Jon Herstein , CCO at Box.

The Show Must Go On! Elevating Customer Experience with Conversational AI

NICE inContact

We’ve heard lots about how Artificial Intelligence (AI) is redefining customer service — and it really hit home for me last week while I was out enjoying dinner and a show with my mother. We’d just shuffled into the theatre, when I realized that my ATM card was missing.

Segmentation Research is Critical to a Successful Business Strategy


MaritzCX leverages decades of experience to determine the most appropriate segmenting method to uncover the most effective solution that will benefit you and your customers.

How to Take Survey Feedback and Build an Actionable Plan


Collecting survey feedback from your customers is easier now than it has ever been before. Survey tools can help you to aggregate valuable information through email, chat, social media, and more. But while collecting survey feedback is simple, the real value is in actioning that feedback.

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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!

Maximizing the Employee's Role in the Customer Experience


Learn how to maximize the employee's role in the customer experience

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Boost Revenue in 8 Easy Steps

NICE inContact

What can you do when revenue targets keep increasing but your budget stays the same? It’s a challenge more and more companies are facing – and many of them are looking to their contact centers for solutions.

How Computer Vision Applications are Changing the World


Computer Vision is the field of Artificial Intelligence that enables computers to understand and analyze the real world. Using Deep Learning models, machines can now accurately identify and classify objects from within digital images and then react to what they “see.”

Customer Respect: Are You Treating Women with Respect?

Customer Bliss

In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below.

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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.

AI: When to play it safe and when it’s risky business


Thirty-five years ago, times were much simpler – the first IBM PC had recently hit the market , smartphones didn’t exist, and we were all rooting for Joel Goodson to be accepted into Princeton despite his questionable choices.

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Gain Quality Customer Feedback and Avoid the Creep

NICE inContact

Collecting quality customer feedback is great, but how can you ensure that it’s actionable for your business? Ask Less, Learn More. If you’re sincere about understanding your customers’ experience in your contact center, stop asking so many questions. You’ll elicit more responses from short surveys that get straight to the heart of the matter. Short survey’s respect your customer’s time. What is the sweet spot? A three-question survey isn’t too short. A six-question survey is probably too long.

The Customer-Free Zone


How Haggar Overcame the Challenges of Wear Testing with Customer Insights

Vision Critical

Wear testing, also commonly referred to as a home usage test (HUT) or in-home user test (IHUT), is a method many consumer goods and retail brands use to get direct feedback on their products. The brands ship their products to select consumers to use in their homes.

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.

Two Great Companies, One Great Customer Event. Don’t Miss C3!


This year’s annual customer event combines the Calabrio User Forum with Calabrio Customer Connect, which means the event is supercharged to deliver premium content at an unbelievable location.

The Problem with Doing Nothing in the Contact Center

NICE inContact

Boston is famous for its meandering streets that seem to take the long way to where you need to go. Folklore tells of how the trails of aimlessly wandering cows were simply paved over. This may not be true, but it serves to illustrate a point.

5 Top Customer Service Articles for the Week of July 29, 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. Your company has a vision: Why can’t everyone see it?

8 Practical Customer Feedback Workflow Automation Ideas


Almost any business process improvement can be stripped down to a pretty simple formula: achieve more with less time and effort.

[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.

Customer Experience vs Customer Success: What’s the Difference?


Imagine you are planning to fly home for the holidays. How do you feel about the impending journey? What is your mood as you visualize the process of finding a flight, booking a ticket, getting to the airport, checking your luggage, passing through security, and boarding the plane?

Cheat Sheet for Building the Best Chatbot

NICE inContact

The chatbot revolution is here, and having a bot that can talk to your customers online is key to your brand’s success and future growth. Chatbots scale quite easily and can handle hundreds of conversations at a time.

Guest Blog: The Importance of First Impressions in Customer Service


This week we feature an article by Ujebardha Bekolli who writes about the importance of the first impression. Whether on the phone or in person, it’s important to train your employees the right way to interact with your customers. The importance of first impressions.