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

4 Keys to Handling Negative Customer Reviews



How Visual Transformation Will Revolutionize Customer Service


We are living in a ‘remote first’ world where visual engagement has become a critical piece in our current day-to-day interactions. Zoom classrooms, livestream weddings, and GoToMeeting staff conferences have become part and parcel of our everyday lives.


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How to Stop Giving Customer Service Like a Useless Scarecrow

Steve DiGioia

The lowly cornfield scarecrow hangs idly in the field while a flock of birds, having long since gotten over their fear of the fake man, eat their share of the surrounding crops. He has failed in his mission. The scarecrow now serves no purpose and has outlived its usefulness.

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From Cost Center to Value Center – How to Choose Software to Transform Your Small Business Call Center

NICE inContact

The quality of service delivered by small business call centers used to be limited by the functionality of their PBXs or VoIP services. Modern call center software features that can transform the customer experience (CX) were only available to the big guys with their big wallets.

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.

Learning Paths: What Are They, & How Can They Create Customer Experience Success?

Experience Investigators by 360Connext

“ Customer service shouldn’t just be a department; it should be the entire company” – Tony Hsieh (CEO, Zappos) . The late, great CEO of Zappos promoted this idea and he was absolutely right. To deliver exceptional customer experiences, everyone in your organization needs to be on board.

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How Can Educational Institutions Elevate their Customer Service?


If you work in post-secondary education, you’ll know just how competitive an industry it is. Institutions compete with one another to win national and international students and spend huge amounts of money to do so.

The digital customer journey: Understanding the role of the contact center in creating a connected experience

NICE inContact

The digital customer journey is very different from a physical shopping experience, yet it is very much the same. With the ever-changing needs of the consumer, it can be difficult for businesses to keep up and ensure that customers have a seamless buying journey from start to finish and beyond.

How Will Customer Sentiment Affect CX in 2021?


We’ve partnered with Crack the Customer Code to bring valuable resources and discussion to the CXM community.

Market-Proven Ideas to Keep Your CX Transformation on Track


During this CX Quick Tips expert, Mike Wittenstein joins this week’s CX Quick Tips (less than 10-minutes) discussion with CX Expert and Editor in Chief of CX Global Media Jim Rembach.

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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!

Interview with CX Ambassador Mike Cancel about Pandora's customer experience program


We talk with Mike Cancel, user support operations manager at Pandora—the largest streaming music provider in the US—about his career in the customer experience space. Articles

10 Customer Self-Service Best Practices to Power Your Contact Center Results

NICE inContact

Sometimes contact center professionals become so focused on agent-assisted customer service methods that they forget many customers just want to help themselves. A personalized interaction with a competent and engaging agent can be highly satisfying but it isn't always a customer's first choice.

At Alida, We #ChooseToChallenge Gender Bias & Inequality


Given the theme of 2021's International Women's Day campaign: #ChooseToChallenge, Alida is choosing to take a stand to challenge gender bias and inequality


UPS Fail: Mishandled With Care

Heart of the Customer

Operational mistakes happen. If a company handles them well, customers will forgive the occasional lapse. But UPS’s recent operational lapse on a very sensitive item actually went from bad to worse.

ROI 101

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!

Culture is Contagious


I was recently interviewed by Yigal Adato for his mastermind group, all entrepreneurs and owners of pawnshops. We were discussing how important it is to “bake” customer service into the culture.

Giving Your Customers the Experience They Desire

Daniel Group

Are You Giving Customers the Experience They Desire? Part I. Welcome to Success Strategies. Are you giving your customers the CX they desire from from you? We recently introduced a new four-part blog series: Giving Your Customers What They Want.

Overcoming The Virtual Engagement Trap of Remote Selling

Integrity Solutions

Virtual Engagement For Remote Selling. Remote Selling Success Starts Before The Call Even Begins. By Bruce Wedderburn. What is the ‘digital disconnect’ and how effectively are you dealing with it?

Interview: Creating a Clean Experience

Heart of the Customer

How would you respond if your deliberately behind-the-scenes customer experience efforts were suddenly thrust to the foreground? That’s the challenge Office Pride Commercial Cleaning Services’ CEO Todd Hopkins faced when COVID changed the way we all think about cleaning.

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.

Guest Post: Reset Buyer Strategy to Drive Post-Pandemic Revival


This week we feature an article from Rohan Malkotia , Digital Marketing Executive at Servetel. He writes about how businesses need to realign their sales and marketing strategies in order to survive a post-pandemic world. The pandemic has brought everyone back to basics.

I want a bunch of Tesla driving, Peloton riding, Starbucks drinking, Apple using, lululemon wearing customers

The DiJulius Group

6 Quick Tips to Help you Make Price Irrelevant 1. Customer Service Feature Story Q: What kind of customers do you want to attract? A: “I want a bunch of Tesla driving, Peloton riding, Starbucks drinking, Apple using, lululemon wearing customers.” ” Q: How do you attract them?

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5 Ways Customer Success Managers Can Improve Product Adoption

Vanilla Forums

Most customer success managers focus on how to get customers to use products well or use them to their fullest potential. But what do you do when customers aren't using the product at all? In that case, you have a product adoption issue—the customer bought the product but is failing to utilize it.

Your Customer Journey Map Template: 8 Steps to Successful Client Outcomes


A customer journey map template lays out a path to optimal outcomes promoting client retention. Here we’ll cover an eight-step approach to creating a customer journey map that encompasses all stages of your customers’ experience, including pre-sales and post-sales experiences.

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!

5 things we love about Talkdesk


In this guest blog post, Gans Subramanian, founder and managing director at B-Trnsfrmd , shares five reasons that make Talkdesk his CCaaS solution of choice.

What is an API? A Simple Guide for Non-Techies


Once upon a time, before a pandemic took over the world, there was a daily opportunity for cross-departmental engagement: lunch time. Back then, team members from various departments could gather and walk to a nearby restaurant.

Push-Down Query Capabilities: Five Questions To Ask Your Cloud BI Provider

Forrester - Business Intelligence

Software-as-a-service (SaaS) offers many benefits, including but not limited to elasticity: the ability to shrink and grow storage and compute resources on demand. Clients of most leading enterprise business intelligence (BI) platforms enjoy this cloud elasticity benefit but at a cost.

Why a Data-Driven Customer Success Program is Crucial to Your Success


Do you have a favorite business? Perhaps a local restaurant where you’re greeted by name and immediately handed your beverage of choice. Or maybe there’s an online retailer who provides quick shipping and goes above and beyond to correct any issues.

Measuring Up: Choosing the Right Score for Your Community

Speaker: Nichole Devolites, Director of Customer Experience at SecureAuth

On Tuesday, April 20th at 12 PM EDT as Nichole Devolites will share an exclusive webinar on the top three scoring systems (NPS, CSAT, and CES) and what they are used for. Register today for the webinar!