Sat.Dec 26, 2020 - Fri.Jan 01, 2021

Learn Everything You Need to Know About CX From ’80s Music

Heart of the Customer

I admit it – I’m a child of the ‘80s. We’ve got 150+ stations on our satellite radio, but it stays tuned to 80s on 8 or First Wave, except for those rare occasions when I stray to the ‘70s or ’90s stations. Much to the chagrin of my wife, who has broader musical tastes.

A Realistically Optimistic 2021


As we close out the year, I thought I’d break from the traditional customer service and experience topics and get a little personal – maybe even a little motivational. I’m very optimistic about the future. But the word very doesn’t mean I’m overly optimistic. There’s a difference.


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Why Pursuing “Impartial CX” is the Best Customer Experience Strategy for Every Company

Sampson Lee

In my opinion, if the following three CX issues are addressed, customer experience jobs will be saved and CX initiatives will get funded: 1. Misunderstanding of the role of CX. A misconception that “business success doesn’t mean CX success.” Unequal treatment of customers’ choices.

Top 10 Customer Experience Posts of 2020

Kerry Bodine

It’s been… a year. And while it feels a bit odd to celebrate 2020 with a “Best of” post, I wanted to share the Bodine & Co. content that CX professionals leaned on most during this trying time.

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.

Technical Reps or Agent Techs? The inter-changing roles of technical support and customer service


“You’ve reached Service Enterprises. Your call is important to us. For sales support, press 1. For product support, press 1. For technical support, press 1. For account updates, help with installation, or billing activities, press 1.”

More Trending

How to Use a Google Reviews Widget


Google Reviews Widgets. Google reviews widgets, available in various shapes and sizes, enable you to embed or display online reviews from your Google business listing on your own website. Using widgets to display a business’ Google reviews has become a go-to strategy for today’s marketers.

5 innovations from 2020 that will shape 2021


What I learned while leading a CX company during a global pandemic and what will happen next.

Wrapping up 2020 and Fiji Release!


Hi, This week is very special. We are starting the last week of 2020…. No one can argue that 2020 was special… It was unlike anything we imagined 12 months ago. 2020 was a year of learning, new routines of working from home, remote learning, and most of all – a year of challenges.

5 Top Customer Service Articles For the Week of December 28, 2020


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.

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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!

Getting Back to the Basics of Customer Success


Over the past several years, customer success has gone from a department only forward-thinking organizations had to an integral part of every single SaaS company in the world.

This is the Most Significant Thing We Learned in 2020!

Beyond Philosophy

This is the Most Significant Thing We Learned in 2020! Like many people, we are not sad to see the year 2020 slip into the past. We look to ringing in the new year with happy anticipation of better things to come.

Top 5 Takeaways from the Cisco CX Specialization Certification


Cisco sees customer experience as a key differentiator for the future of business because of its ability to impact customer retention and growth.

Amazing Business Radio: Vibhas Ratanjee


Emotional Engagement and Customer Centricity. How to Drive Customer and Employee Engagement for a Better Customer Experience. Shep Hyken interviews Vibhas Ratanjee , Senior Practice Expert with Gallup. They discuss strategies for building customer centricity and emotional engagement.

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!

B2B Content Marketing Statistics from 2020


There are a few key differences between B2B (that is, business to business) and B2C (business to consumer) marketing. B2B sales, for example, tend to be heavily relationship-based. They also focus on regular communication and rely on finding your niche.

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Designing Country Culture into Your Global Experience

Beyond Philosophy

A few years ago, when speaking in Singapore, I asked my audience questions during my presentation, like I always do. To my surprise, nobody answered, and the presentation suffered for it.

Getting Started with Voice of Customer program


Are you starting your customer experience journey? Are you planning to implement a VOC program? . Then you have come to the right place. In the last few years, while working with the growth stage companies we observed a few things: . They have created an awesome product. .

10 top tips and consumer advice regarding Xmas returns during the pandemic

Helen Dewdney

Give the unwanted present a better future. Another Christmas has been and gone. Strange as it may have been for many of us, one thing is for sure: some of us received presents we didn’t really want! So, what are your rights when it comes to returning unwanted Christmas presents?

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.

Six Way To Advance CX in 2021

Doing CX Right

What are the best ways to advance customer experience and employee engagement in 2021 and beyond? Read what four experts have to say to achieve success. The post Six Way To Advance CX in 2021 appeared first on Doing CX Right.

Centercode Stories: How Did You Change for the Better in 2020?


This is the time of year where many of us are looking back on the last twelve months and reflecting on what we’d like to do better. But it’s also a time when we can be grateful for the things that are already good — especially in a year marked by so much loss, change, and uncertainty.

Building a Strategic Customer Success and Scaling CS Programs


Vincent Manlapaz, in an interview with Rama Saripalle talks about the importance of aligning key business processes (CS strategies, customer feedback, and customer experiences) as the leading driver for CS programs' success.

Is Content Marketing A Good Career?


Content Marketing is a thriving, dynamic field that changes year over year with new opportunities, new trends, and innovative ways to use technology to reach audiences. So the short answer to the question in the title is, yes!

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!

How to Achieve Success with Existing Customers

CSM Practice

Irit Eizips, CSM Practice Chief Customer Officer and CEO was featured by Business Therapy, an engaging series where a number of professional challenges and problems are discussed in depth.

ChurnZero’s Greatest Hits from 2020 Feat. Top 10 Blog Posts and Other Noteworthy News


2020 was a real mixed bag of emotions. Like a box of chocolates, you never know what you’re gonna get during life in the pandemic. Though more often than not, we ended up with the gross strawberry cream flavors.). Isolating at home felt like being stuck in your own glass case of emotion.

CRM Hack: Using Realtime Marketing to Improve Conversion


Using realtime marketing campaigns can significantly improve conversion rates for any brand out there. However, marketers must implement the right strategy for the right segment of customers for their marketing plan to succeed.

How to Create Digital Marketing Content


Digital content marketing looks a little different than your grandpa’s newspaper advertisement. Sure, traditional forms of marketing still carry their own weight, but digital content marketing is a new ballgame with a lot of opportunity.

Community: Executives, Take Note!

Speaker: Carrie Melissa Jones, Erica Kuhl and Holly Firestone

In 2021, many executives have started to view community structures as a new governance model for the entire organization rather than a stand-alone initiative. Join us on January 27th for a webinar exploring our 2021 Community Predictions eBook!