Sat.Feb 06, 2021 - Fri.Feb 12, 2021

5 Ways to Make Your Customers Fall in Love with Your Brand


Valentine’s Day is just around the corner. Every year, I receive multiple emails and Facebook ads reminding me that I need to make sure I tell that special someone how much they mean to me.

Does Your Business Have "CX Appeal?"


Valentine’s Day is upon us, so I bet I can guess what’s on everyone’s mind: Your CX life. You might be asking yourself, how important is CX? How can I get better at CX? Is my CX performance meeting expectations? Customer experience (CX) (.what what did you think we were talking about?)


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7 Step Customer Success Strategy for Higher Lead Conversion and Customer Retention


A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers.

Announcing GetFeedback’s integration with Salesforce Commerce Cloud


Seamlessly connect feedback data with Salesforce data to gather and act on insights that improve online customer experiences and drive business results. Product & News

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Why Is Patient Engagement Important? | Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

Bias Check: Do Your Personas & Journey Maps Reflect Customer Diversity?

Kerry Bodine

I’m a strong proponent of including a short description of the customer persona on each journey map. Otherwise, how do you know whose journey is being represented?)

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The ROI of Adding Contact Center Performance Management to your Agent Retention Strategy

NICE inContact

Do you ever feel like you’re running a cost center rather than a contact center?

6 tips for building better customer relationships at scale in 2021


SurveyMonkey's CX leaders share trends and advice for providing support at scale. Articles

The 2021 Chatties Awards – Winners Announced!


We understand just how difficult customer service and support can be. It’s one of the hardest and most thankless jobs around – all too often, a dull ‘thank you’ is their only reward. And 2020 only made it harder.

Did You Give Your Customers a Valentine? – Tip #28

Steve DiGioia

We get so bogged down in life’s everyday chores. As songwriter Harry Chapin famously said, “There’s planes to catch and bills to pay” – thank goodness there’s Valentine’s Day to remind us to stop and show how much we care about the special people in our lives.

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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!

Welcome 2021 How to Prepare Your Contact Center for Anything

NICE inContact

Contact centers are often said to be on the front lines of delivering satisfying customer experiences. They fight a well-planned battle every day to provide low queue times, high first contact resolution rates, accurate responses, and engaging interactions guided by high quality agents.

Build vs Buy: 8 Reasons to Buy your Remote Visual Assistance Solution


Build vs. Buy. The epic question faced by IT leadership everywhere.

The Best Live Chat Examples – 5 Use Cases for Any Industry


Live chat is everywhere. It’s the most popular digital customer service channel, and everyone knows the basics of what live chat is. But what many people don’t know is just how many ways it can be used for different goals, in different industries.

The Show Starts When the Phone Rings


You may or may not know that I’m a magician. Some of you may know that I’m also a musician. But today I want to talk about being a magician. Growing up throughout high school and college I performed at parties, corporate events and comedy clubs.

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!

Taking Customer Experience to the Next Level with Advanced Call Center Technologies

NICE inContact

Do you ever feel like your competitors have outdistanced you when it comes to using innovative technology to create exceptional customer experiences? Are there signs that your customers are lukewarm about your organization's customer support options?

Corporate Reputation Management: Your Keys to Success


Corporate reputation management is a combination of strategies that are used to shape consumer perception of your brand. Today, consumers rely on current customers to tell them whether or not a business is worth their time and money.

Hosted vs. Self-Hosted Live Chat – Which Do You Need?


Offering live chat on your website is a no-brainer if you want to provide accessible and fast support to your customers. It’s fast become the most popular digital channel for customers and agents alike whose experiences are both improved by it.

Tanya Bussey


Share this entry Share on Facebook Share on Twitter Share on Pinterest Share on LinkedIn Share by Mail Meet Tanya Bussey, one of our Customer Service Representatives. Though she’s only been with GlowTouch eight months, Cheryl’s been ‘training’ for her role at GlowTouch her entire life.

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.

A Digital-First Contact Center Strategy Can Deliver Customers for Life. Is It Time to Start Your Digital Revolution?

NICE inContact

Digital has far-reaching implications not just for how organizations provide service today, but also for how much more change is coming in the very near future. Those who “win” customer service will need to completely reimagine it—and digital will be central to that.

What culture do you envision for your organisation? Agility and Collaborative Culture is not enough.

CX Centric

Speaking to many business leaders especially in my part of the world, I am always keen to find out the overall culture that they set out to create. There are two specific themes that seem to be re-occurring today: 1. Agility 2.

How to be Human First, a Professional Second

The DiJulius Group

5 Quick Tips to Help you Make Price Irrelevant 1. Customer Service Feature Story HUMANIZING OUR FUTURE “In the digital revolution, excellent human interaction skills become a premium advantage.”

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5 Top Customer Service Articles For the Week of February 8, 2021


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.

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!

3 Technologies Contact Centers Need in 2021

Upstream Works

As 2021 unfolds, the stakes have never been higher for contact center leaders to invest in the right technologies. Many contact centers still struggle with the limitations of legacy technology and premises-based systems, and the disruption from COVID-19 has intensified the urgency to modernize.

Does Your Company Have A Customer Service Strategy?

Integrity Solutions

By Steve Schmidt. Most companies like to say they provide great customer service and deliver it with integrity, but what does that really mean? Does your team understand what your expectations as a leader are? Have you created a customer service strategy that defines those expectations? .

What Is Customer Churn?


What is customer churn ? The answer directly relates to your success at retaining customers and maintaining revenue levels. Read on to learn what you need to know about what customer churn is and how to calculate it. What Is Customer Churn? A Definition.

Guest Post: Top 5 Ways to Support Your Customers in 2021


This week we feature an article from Veronika Filipkova, a professional content editor and Chief Customer Officer at SupportYourApp. She shares different channels and strategies for creating the most convient customer support experience for your customers.

Considerations When Building Multilingual Communities

Speaker: Adrian Speyer, Head of Community for Vanilla

Communicating in your native language is very powerful and can make customers feel welcome and heard. However, creating multilingual communities online is not just important - it’s complicated. Successfully supporting customers in their own language goes much further than just translation; there are many things to consider. Join us on March 9th, 2021 at 12:00 PM ET, as Adrian Speyer, Head of Community for Vanilla, shares his years of experience in creating and working with companies looking to create global communities. He will unveil his secrets for your success and the things to watch out for when you decide to dip your toes into creating multilingual communities.