Sat.Dec 14, 2019 - Fri.Dec 20, 2019

4 Christmas customer service lessons from Santa


Date: Wednesday, December 18, 2019 Author: Pauline Ashenden - Marketing Manager 4 Christmas customer service lessons from Santa. Published on: December 18, 2019.

Is A 4.5-Star Rating Better Than 5 Stars?


Does your organization really want five-star reviews across the board? It’s easy to dismiss the question as silly. Of course you want five-star reviews (!) — especially in the age of Yelp, Facebook, and TripAdvisor.

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How Video Drives Impact Across Customer Experience Programs


Using Video Technology to Inspire Action User generated video is becoming a ubiquitous part of modern life. According to research, consumers spend more than 80% of their screen time on mobile devices.

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The Importance of Customer Feedback for the Food Industry


Having a great restaurant and serving great food at competitive prices is no longer enough. Your customers want more, so you need to meet and exceed their expectations. Without that, you’ll struggle to earn their loyalty, deal with a bad reputation, and you’ll eventually lose them.

The 2020 Community Trends Webinar Series

Speaker: Vanilla Forums

Is your community program up to the standards of 2020? Save your seat for this webinar series, and don't miss your chance hear from five of Vanilla Forums' community experts as they respond to your pressing questions and dive into some of the biggest community trends identified for 2020!

With CX Technology Investments – Are you putting the cart before the horse?

Innovative CX

Investing in tools and technology to support your organization’s customer experience is important, necessary and often expensive. Sometimes, it’s also the first place some leaders start when they want to kick start improving their CX.

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Find the ROI in CX

Think Customers

In the era of the customer, companies are adopting digital initiatives and making changes to established business models, processes, and systems to become customer-centric organizations.

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Do You Have a Strategy to Elevate Your Company for Decades to Come?

Customer Bliss

Can I be blunt? I mean, we’re friends, right? For longer than you can imagine, I’ve been on the front lines of corporate efforts to be more responsive to customers, which also implies to be more successful in the marketplace.

Key Contact Center Trends to Watch for in 2020

Upstream Works

There are many technology trends impacting the contact center, and as we enter a new decade, it’s only natural to think in broad terms with a longer-term time horizon.

How to Be a Better Retail Customer During the Holidays

Steve DiGioia

The “holidays” are everyone’s favorite time of year. Time to share a meal with great company, whether family, friends, or coworkers. It’s a happy, festive time for all. But, is it? Those working in the retail industry may have a different take on the holidays.

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Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Why You Should Know How to Journey Map

Heart of the Customer

To prepare for our upcoming Customer Journey Mapping Workshop in February in the Dallas/Fort worth area, I spoke to past workshop participants and now certified journey mappers to reflect on their most important learnings, now that they are six months in.

3 Secrets to Managing CX Through an Acquisition


Is your bank growing through acquisitions? If the answer yes, you know that mergers and acquisitions are never easy. Banks do their best to focus on systems, processes, employees and customers – ensuring alignment and smooth transition. But in our experience, customer experience typically takes a hit. If you are going through a merger or acquisition and measuring NPS, it's not unusual to see a 10 to 40-point dip in your scores.

Guest Blog: Why Customer Experience Is Essential to Your Bottom Line


This week we feature an article by Sabio who explains why developing a customer experience strategy is essential for your business to improve its bottom line. Developing a customer experience (CX) strategy for your business has never been more important. Every business can benefit.

Time to Value: Customer Success Best Practices to Help Your Customers Grow


Your customers are working with you because your company’s products and services are valuable The quicker you can deliver that value, the more likely you are to build trust and loyalty with customers.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

The Efficiency Crisis In Customer Success


It’s December. For us software people, that means it’s time for three things: Holiday fun. Closing Q4 and…. Microsoft Excel! Or Google Sheets. Or Pyspread (where my Python people at?). What I mean by that is it’s budgeting season ! Who’s fired up? Anyone?

20 Ways To Create An Amazing Customer Service Experience In 2020 (Part Two)


Last week, I shared ten ideas to drive a better customer experience in 2020. As promised, I’m back with ten more tips. If you haven’t read part one yet, you can do so here. Or, you can see all these suggestions at once by reading my recent Forbes article.

Why The Intensity of Customer Emotions is Crucial to Your Customer Loyalty

Beyond Philosophy

Customer emotions have a strong influence on your Customer Experience outcome. From our research in our global Customer Experience consultancy, we know that over 50 percent of experience is about how a customer feels. . Organizations don’t consider customer emotions enough.

How Most People Get It Wrong When Giving Customers Bad News

Myra Golden

My husband and I were sitting at the big boardroom table at the closing office. We’d just sold our first home, and we were now closing on our new home. We thought we were in great shape, but, something went wrong. The bank didn’t transfer the money for the purchase of our new home.

The Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.

3 Secrets to Avoiding Job Burnout in Customer Service

CSM Magazine

Everyone who has ever held a job is familiar with burnout, but studies suggest that customer service workers are at a higher risk of experiencing symptoms of stress and exhaustion due to the intensely demanding nature of their work. Customer service burnout is thus worryingly common.

2020 Customer Journey Predictions


Three predictions that will impact the customer journey in the next year. The art and science of customer journey orchestration has evolved over the past decade. The new year and new decade ahead promise to bring even more changes. Why should you care about these changes? Simple.

Tips for Sprucing Up Your Customer Surveys


Experts Share Best Practices for Survey Design It can be tough to set up a survey. After all, there are many factors that prevent or encourage customers to share their experiences.

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Revisiting Our Top 10 Most Popular CX Posts Of 2019

Experience Investigators by 360Connext

2020 is Almost Here… With the new year — and the new decade! — just two weeks away, we’re all turning our attention to where CX will go in 2020 and beyond.

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Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

What’s on the AI Horizon: Roadmap to AI in the Contact Center

NICE inContact

How will Artificial Intelligence (AI) affect your contact center? Whether you’re looking to impact operational costs, keep up with the competition, improve efficiencies, reduce the volume of agent interaction or improve the overall customer experience, AI is going to make a measurable impact.

Hark the Herald Agents Sing: It’s Holiday Season in the Contact Center!


Heading out of the office this holiday to grab some eggnog and enjoy the lights?

A Message from Our CEO, Ross Wainwright

Vision Critical

The past three weeks have been a whirlwind. I can't thank everyone enough for the warm reception I've received as the new CEO of Vision Critical. It is an honor to lead Vision Critical and be part of what will become an amazing growth story in the CXM market.

Call Center Automation: Your first RPA use case


Ready to add automation into your call center and not sure where to get started? With all the automation potential for today’s contact centers, we often see that password management is at the top of the list.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

Movin’ on up: The Hosted PBX’s Journey from the Closet to the Contact Center

NICE inContact

A Hosted PBX (private branch exchange) is a software application that resides in the cloud and routes incoming and outgoing VoIP (voice over IP) phone calls.

Today’s Wired & Dangerous Customers Want It Their Way and Want It When They Want It!

Wired and Dangerous

Early one morning Chip was in his side yard and walked up on a huge elaborate spider web complete with its designer-tenant. As he approached the artwork, the spider began to vibrate the web sending early morning dewdrops everywhere. The next morning the web was gone without a trace.

Why You Can’t Totally Trust Negative Online Reviews


Why You Can’t Totally Trust Negative Online Reviews. People often take negative reviews more seriously than positive reviews. After all: that one bad review may be the most accurate one and you won’t by harmed by not purchasing it.