Sat.Jul 09, 2022 - Fri.Jul 15, 2022

5 Ways to Leverage Net Promoter Score to Boost Customer Retention

InMoment XI

You don’t just want to appeal to new customers—you also want to keep your current ones coming back again and again. Not only do returning customers require less introduction to your products and services, but they also tend to spend more than first-time customers, too.

How to Accelerate Your CX Project's Time to Value


You’re living the dream. You’re a high-flying CX manager, in charge of deploying a CX program in multiple countries, in multiple languages, and for several lines of business. Your vendor is first in its class and has produced an impeccable project plan.

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4 Fool-Proof Ways to Retain Customers and Build Loyalty


If one were to take an informal poll of CSMs asking what their number one goal with customers is, a majority would probably answer something along the lines of “keep my customers happy.” After all, what do happy customers mean?

Virtual Mystery Shopping Do’s and Don’ts in 2022


Keeping experiences consistent, both in-person and online has never been more important. Over the past year, we’ve seen a significant acceleration in the adoption of e-commerce and other methods for interacting virtually with businesses.

Customer Satisfaction in the Digital Age

Speaker: Aarde Cosseboom, Contact Center & Customer Experience Advisor and Co-Host of the Another Cloud Podcast

More than ever, we are seeing organizations implement digital channels in an attempt to better engage their customers and help employees sort through the mountains of customer inquiries. But how does this affect customer satisfaction?

The Best Way to Identify (and Share) the Moments that Matter with Frontline Employees

InMoment XI

Metrics, metrics, metrics. It’s common for frontline employees like contact center agents to be inundated with them—schedule adherence, efficiency, handle time, and hopefully, amid all of that and more, customer experience (CX) metrics.

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How SaaS Companies Can Project Their MRR Using NPS (6 Actionable Tips)


Monthly recurring revenue, or MRR, is the lifeblood of any SaaS business. If your company is charging the clients on a monthly basis, signing up new customers and keeping them onboard has an incredible impact on your revenue, growth rate and profits.

Drop the Cute Puppy and Let Your Stars Shine

Steve DiGioia

Every business has its underachievers. But today’s post is not about them. It’s about those precious, and few, overachievers. You know, that one or maybe two, star employees who always seem to find a way to prove their value and serve your customers better than anyone could have expected.

How a Global Grocer Turns CX Feedback Into Realized Customer Spend Targets

InMoment XI

The Context. A global grocery retailer was facing the uncertainties of COVID-19 and through their struggle, they found a perspective that helped them focus on forwarding progression throughout the pandemic.

Leveling Up Live Visual Support on Desktop Requires Depth


Our customers and employees live omnichannel lives. Our service needs to offer the best possible experience across every channel and interaction. A few weeks ago, we explored the growing demand for omnichannel service continuity.

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Discover What Stage Your CE Program is in and the Next Steps for Tomorrow’s Growth

Get the Customer Education Maturity Model Self-Assessment to quickly determine which of the 5 maturity stages your program is in today and then identify the next high-impact initiatives to undertake to advance to the next stage of program growth.

This is How You Reduce Escalations

Myra Golden Media

As I prepare for a workshop for a new client in Upstate New York, let me give you three things you can do to help your team get angry customers to back down , techniques right out of my De-escalation Training.

Close the Loop on Customer Feedback with Solvvy Surveys


Just because your brand finishes interacting with a customer, doesn’t mean their experience has ended. Understanding this distinction is the key to driving customer loyalty and recurring revenue. Ultimately, collecting customer feedback is the best way to truly gauge the customer experience.

Survey Design 101

InMoment XI

When gathering accurate and useful data, how the data is collected is just as important as the results it yields. Reliable insights are discovered when the questions are fair, unbiased, and relevant to the participants.

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Guest Post: How to Create Massive Customer Surplus through Memorable Onboarding & Obsessive Service

Shep Hyken

This week we feature an article by Michael Becker, founder of Abundance Accelerators , a growth agency for coaches. He shares how organizations can gain loyal customers by providing an experience that exceeds expectations.

The Inner Circle Guide to Remote & Hybrid Contact Center Solutions

In this handy guide, learn everything you need to build your ultimate contact center—with no walls and no limitations. Empower your agents to serve your customers better, and from anywhere.

How to Be Funny and Use Humor in Business to Your Advantage

Beyond Philosophy

When I was ten, the teacher wrote on my school report, “Colin is the clown of the class.” ” To this day, I am still proud of that report card. Humor matters and can provide business benefits. Today we will talk about how to be funny and use humor to your advantage.

Customer Service Automation 101


Your customers expect–and demand–prompt, personalized service. The Salesforce State of the Connected Consumer report states that 66% of customers expect businesses to understand their unique needs and expectations, and 68% expect companies to demonstrate empathy.

It’s Time to Confront Reality: Monitoring Customer Health


It can be really easy to overlook signs that may indicate something is wrong. That illuminated Check Engine light in your car, that slight ache in your tooth when you drink something cold, or that persistent feeling of exhaustion that you just can’t seem to shake.

Give Them Help Before They Yelp?

Shep Hyken

Online reviews can work in two ways. For a company that provides a great customer experience, reviews can add credibility and bring in more business. But for companies that don’t provide an acceptable experience, online reviews can become the bane of their existence.

Customer Education Maturity Model: How Customer Learning Programs Create Value

The Customer Education Maturity Model was developed from an extensive industry study and delivers a comprehensive guide to moving the needle on your program including a roadmap for growth and the common stages, and barriers, of program development.

What Is a Journey Health Score?

Heart of the Customer

Wouldn’t it be great if there were a way you could get an overview of how your customers interact with your brand (including where their pain points are) that also provides data-driven insights into how you can improve your customer experience? Look no further than the journey health score.

Restaurant Group Obsession to Build a CX Culture Pays Off During Unprecedented Times

The DiJulius Group

Edley’s Restaurant Group is a growing hospitality industry company whose CX obsession has paid off during the COVID-19 pandemic. Located in the metro-Nashville, Tennessee area with seven locations and 400 team members, Edley’s is anticipating 50% growth in the next 12 months including franchising.

Is Your Data Culture Future Fit Or Foolish?

Forrester Digital Transformation

Learn how to create a scalable data culture in your organization in this sneak peek of our upcoming Technology & Innovation North America event. Age of the Customer Data Insights Data Strategy technology-driven innovation

Amazing Business Radio: Julius Robinson

Shep Hyken

Building Confidence with Your Customers. Empowering Your Team to Deliver a Great Customer Experience. Shep Hyken interviews Julius Robinson, Chief Sales & Marketing Officer at Marriott International.

The New Digital Landscape for Next-Gen CX

Boost customer satisfaction across all digital channels with this stat-filled guide, which reveals the key ingredients you need to keep all of your customers satisfied.

Customer Feedback Strategy: A Step-By-Step Approach

Zonka Feedback

Once you are done investing all the time, money, and effort into developing a groundbreaking product, you need an excellent customer feedback strategy that will guide you on the way forward.

12 Must-Have Contact Center Security & Compliance Features


A few weeks ago, Jeetu Patel, Cisco EVP for Security and Collaboration, gave a very passionate keynote speech at Cisco Live 2022 about the importance that security measures will have in the coming months and years. The first trend he mentioned is that we are no longer operating within our own silo.

In Customer Success We Trust

Forrester Digital Transformation

Customer Success is a critical business function and plays an essential role in building trust with customers as a strategy for retention. B2B CX customer centricity Customer Engagement customer obsession

How to Risk-Proof Your Business with Totango


Detecting and protecting at-risk customers is important even in the best of times, but it is especially critical during times of economic instability when your current customer base is your greatest (and perhaps only) source of dependable revenue growth. .

CCO + CMO: The Unstoppable Duo of Business Growth

Speaker: Rachel Orston, CCO of SmartRecruiters & Latane Conant, CMO of 6Sense

Join Higher Logic and two leading executives, Latane Conant, CMO at 6Sense, and Rachel Orston, CCO at SmartRecruiters, to get a firsthand look at how marketing and customer success teams can effectively partner to enhance CX and drive growth.