Sat.May 15, 2021 - Fri.May 21, 2021

5 Essential Steps for Customer Journey Mapping Initiatives


This is a guest blog post by Dhruv Mehta from Acquire. Before everything else, let’s begin with understanding what customer journey mapping is all about. What is customer journey mapping? Do you know what made Google Maps so popular?

What Is Omnichannel Customer Experience? Benefits and Best Practices


Tough times like COVID-19 have changed the general norms of business today. The new normal for the customers is to interact and shop with brands online. Having multiple channels to interact with customers is what the brands are striving for these days.


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The 5 Steps to Delivering What Customers Really Value in 2021


How leading businesses are creating value by ensuring that customers get value. Businesses are quick to talk about the value of customers, but don’t often think about value for customers. The truth, however, is that customers who get value, create business value in return.

Top 10 Customer Service Acronyms to Use Every Day

Steve DiGioia

Great customer service. That’s what our customers want and that’s what we wish to provide. But it’s difficult remembering all the different steps to take to provide it. Thankfully, many have developed useful acronyms to help.

The History of the Word "Hacker"

According to one of the best English etymological dictionaries available, the word "hacker", with the sense of evil/good and brilliant computer programmer, was born in the halls of MIT. This fact alone reminds us that culture and words begin in actual places. At that time, to hack code, or hack out code, had a negative connotation. Where did this come from? Read this eBook to learn how the word "hacker" has evolved.

New CXone Branding for a New Era of Smart Customer Service

NICE inContact

With NICE, it’s never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud native customer experience platform, CXone, we’re a worldwide leader in AI-powered contact center software.

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Customer Success Is at the Core of Alida


With so many industries forced to adapt to unprecedented change over the last year, Voice of the Customer (VoC) and customer experience (CX) initiatives are becoming critical for any company to be successful.

Top 4 Tips to Train Customer Service Agents Remotely


If you’ve been forced to transition your whole customer service team into remote workers, you’re not alone. Organizations across the world have struggled with this past year. And while many hope that this will come to an end soon, it might be a while longer until everyone can be back at the office.

Star Ratings and the Need to Improve Consumer Experience


A game-changing revision to CMS rules for Star ratings puts Medicare Advantage plans under extra pressure to deliver an excellent customer experience. At Medecision, our solutions and services help health plans improve the consumer experience and increase engagement. By Medecision.

How PUMA used multi-dimensional customer feedback to drive a digital transformation


PUMA revamped their digital customer journey with GetFeedback to improve their online experience and increase revenue. Learn how you can implement GetFeedback today! Customer Stories

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!

What Is the Consumerization of Healthcare?


Healthcare consumerization is shaking up an industry many thought couldn’t be touched by changing consumer behaviors.

Why You Need Customer Support Software (and How to Get it for Free)


In today’s digital world, power rests with the consumer. With so much choice, consumers can jump from one brand to another quickly, and in most cases, easily. Competition is tough and loyalty is precarious.

7 New Technologies to Improve Customer Service in 2021


In the last few years, the customer service domain has experienced an awakening with the rising awareness of the benefits of delivering a good customer experience.

What is the difference between customer care and customer service?


An overview of customer care the role it plays in the overall customer experience. Articles

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.

Copy of Operating Agreement.

Wired and Dangerous

In the event that rented premises becomes uninhabitable prior to rental period, or in the event of an error in reservation procedure or change in the ownership which precludes occupancy by Tenant, Agent reserves right to effect appropriate corrective action without loss to Agent.

How Retail and Ecommerce Brands Can Use Data to Combat Unpredictable Supply Chains


Supply chains, waistbands and family relationships - all things put under a far greater strain than would be preferable since March 2020. For the purposes of this article, we are just going to focus on the first one.

The #1 way to Teach your Employees to have incredible Customer Empathy

The DiJulius Group

The greatest customer service skill is empathy. The following is a (2 minute) video of a day in the life of a client of The DiJulius Group. I bet you can relate to many of the circumstances our clients are going through personally and professionally.

Lessons From a Change Maker

Heart of the Customer

It’s hard to overstate how much building an emotional connection with customers matters. According to the XM Institute, when the emotional experience is rated highly, 76% of customers are promoters. When it’s rated low, only 6% are.

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!

During your agreement your provider can change the house rules.

Wired and Dangerous

Dealing with delinquent employment taxes is always a challenge. I recently negotiated an installment payment plan for a company that produces and sells alcoholic beverages. They owed about $100,000 in delinquent employment taxes but the company showed a lot of promise and solid current cash flow.

Cloud Contact Centers: 5 Considerations for IT

Upstream Works

Cloud-based platforms are becoming more prevalent in contact centers. As organizations increase adoption of next-gen technologies, it’s important to keep many factors in mind. The first conversations need to begin with IT.

The 11 Best Live Chat Tools for Customer Support

Help Scout

Sometimes customers want to talk to a live person. Maybe they’re not finding what they need in your help documentation, or they want to talk through an issue in real time, and email simply won’t cut it. Offering live support can really take your customer experience to the next level.

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The Customer Service Ritual that Takes Place at Every Meeting


Every Monday morning – or at least the first day of the week I’m in town – we have a team meeting. We begin each meeting with a ritual. We each share a Moment of Magic with the team. This is simply a positive experience we created for either a customer or team member at Shepard Presentations.

Leadership Panel: Lessons Learnt from a Global Support Community

Speaker: Panel hosted by Adrian Speyer, Head of Community, Vanilla Forums

Are you struggling to support your global community? Or, are you not even sure where you should start. Establishing a global support community comes with many many questions. How do you encourage your customers to help others? What are the key metrics to measure? What are the biggest challenges? Our super panel consists of community leaders from around the world, each of whom, have experienced and overcome the challenges of a global support community. They are ready to share the trials and triumphs, and everything in between, on the road to a successful community.

Sometimes these informal settlement agreements are reduced to writing.

Wired and Dangerous

Since the GDPR went into force, data protection authorities have demonstrated their willingness to issue penalties. And small- and medium-sized businesses were not overlooked. GDPR fines can range up to 20 million or 4% of the companys global revenue.

Find the Right Customer Success Platform with our Scorecard Template


If you’ve purchased a home in recent years (or if you’re just someone who enjoys real estate “window shopping”), it’s likely you’ve used a tool like Zillow or Trulia to help you in your house hunt.

5 Examples of Customer Success Marketing for SaaS Teams

Help Scout

Marketing is often focused heavily (or even solely) on generating new leads and customers, but it’s important not to overlook your existing customers when creating your marketing strategies.

Guest Post: 5 Strategies to Build a Happy and High-Performing Remote Customer Service Team


This week we feature an article Alexa Lemzy, a Customer Support and?Content Content Manager at TextMagic , a cost-effective, efficient, and secure way to communicate. She shares 5 strategies to build a happy and high-performing remote customer service team.

Customer Engagement Is a Two-Way Street

Two-way engagement means creating opportunities for conversation. Go beyond the obvious step of responding to complaints and comments; your customers want and deserve more than that. Implement these four tips to boost your two-way engagement.