Sat.Jul 24, 2021 - Fri.Jul 30, 2021

Why We Must Do the Customer Math and Practice Leadership Bravery

Customer Bliss

I’ve had the great honor of working with Southwest Airlines for many years and spent a lot of time talking to, not only Herb Kelleher, but Colleen Barrett who was the president (now president emerita).

The Customer Experience Cycle: How to Become a Brand Your Customers Can’t Live Without

The DiJulius Group

Turn your company into the brand your customers can’t live without. And it shouldn’t take too much effort to do it. With the Customer Experience Cycle (CEC) as part of your company culture, you’re able to ensure consistent world-class, excellent customer experience.

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Customer Care Today: The top 4 things consumers want you to know

Interactions

Customer service has long been the subject of jokes, comedy skits, and memes. Because everyone can relate. Whenever the topic of customer service comes up, everyone has a story to tell–and there is no holding back. People remember both the good, and they definitely remember the bad.

How L&Q improves customer experience by listening to diverse voices

Alida

Over the last 16 years, the barriers to change between competitors have decreased due to the rapid digitalisation of companies. With competitors being only one click away, having competitive pricing and high-end product quality is no longer enough.

Going to Market Smarter in the New Economy

The fight to find new customers and retain existing ones is the biggest business challenge for many companies. Technology will continue to play a part in fostering buyer allegiance and building brands in the “new normal.” In 2021, as companies continue to move more functions online, employees will take a more virtual -- and flexible -- mindset and lifestyle in parallel to the digitization of businesses. To succeed, you must change the way you conceive and build new products as a digital business. Download the report today to discover more!

The 23 Keys to Creating Raving Fans Part 1

C3Centricity

This week we have another guest post from Alan Hale of CMG (Consight™ Marketing Group) in Chicago. Exceptionally, I am publishing it as two separate posts because its length and value deserve the detail and effort he has put into it.

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2 Quick wins for digital customer experience transformation

NICE inContact

For more information about modern call center design, download "The state of contact center transformation in the new digital world." It includes insightful information that can inform your digital transformation strategy.

Alida Summer ‘21 Release Provides Richer Insights to Elevate CX

Alida

Summer is here, and the Alida team has been hard at work to deliver our third quarterly product release of the year—and it’s a big one! Customer Experience

The High Cost of Being Unprepared: How Field Services Can Create a Disaster Recovery Plan

TechSee

2020 and 2021 have been roller-coaster years for businesses, having to respond and pivot from one crisis after another.

System 119

From the Front Lines: Common Experiences with Recent Load Tests

Cyara

All around the world, Cyara's global Professional Services team has been busy running load tests. And regardless of the customer or the region, some things are common with these tests.

The Forrester Wave™: B2B Marketing Data Providers, Q2 2021

In our 24-criterion evaluation of B2B marketing data providers, we identified the 11 most significant vendors — Data Axle, Dun & Bradstreet, Enlyft, Global Database, InsideView, Leadspace, Oracle, SMARTe, Spiceworks Ziff Davis, TechTarget, and ZoomInfo Technologies — and researched, analyzed, and scored them. This report shows how each provider measures up and helps B2B marketing professionals select the right one for their needs.

A New Era for Journey Orchestration

Heart of the Customer

Journey orchestration is the ability to deliberately create individual journeys for customers based on your data, sending the right messages at the right time to the right customer.

The “Always” Concept: What We Must Always Do For Our Customers

Shep Hyken

One of the big concepts we teach in our customer service training programs is the concept of Always. This is the backbone of creating customer amazement.

How to Avoid the “Woe is Me” Employee Mentality

The DiJulius Group

Are you fighting “Woe is Me” syndrome? By Dave Murray Many organizations today, regardless of business model or industry, are experiencing the same struggles – customer demand is at an all-time high and staffing is a major issue.

How to measure Customer Loyalty?

Zonka Feedback

Loyalty is an emotion that comes from emotional attachment and fulfillment. While it’s almost impossible to typically measure the loyalty of your friends, partners, and other people close to you, you can still measure the loyalty of your customers towards you and your brand. Customer Experience

4 AI Hacks to Make Sales Teams More Efficient

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data. Read on to learn the four AI hacks sales teams need to improve their performance. Download the eBook today!

Preparing Your Brand's Customer Service for the Post-Pandemic Boom

Advantage Communications

It’s been a difficult year and a half for businesses. Consumer spending completely collapsed during the first wave of the COVID-19 pandemic, with huge economic impacts affecting consumers and businesses alike. Contact Center

Making the Case for Community Research

Vanilla Forums

"When was the last time you spoke to members of your community?". Community

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ChurnZero Shortlisted for 2021 SaaS Awards

ChurnZero

ChurnZero is a finalist in the 2021 SaaS Awards Program in the category of Best SaaS Product for Customer Service/CRM. Now in its sixth year of celebrating software innovation, the Software-as-a-Service Awards program accepts entries worldwide, including the US, Canada, Australasia, EMEA and UK.

Customer Experience vs Customer Service: What are they, and how are they different?

Zonka Feedback

Customer Experience and Customer Service both are your priorities to keep your customers happy and achieve business growth. Both are part of a customer-centric approach and are considered the same thing. Thus, both the terms are used interchangeably but are they the same things?

How to Overcome the Pain Points of Your CRM

CRM software is a powerful tool when used correctly, yet another obstacle to a sales team’s efficiency when it’s not. Leveraging research and commentary from industry analysts, this eBook explores how your sales team can get back valuable time by overcoming some pain points with your CRM, such as low adoption rates, integrations, and data quality.

Orchestrate…or Risk Becoming Irrelevant

Heart of the Customer

Customer experience (CX) is about more than surveys. CX is about understanding customers through operational and financial metrics, reaching into each individual’s journey, and making a difference. So now might be a good time to ask for a raise, because you’re going to be doing a lot more!

Connecting the Dots for Customer Service in a Hybrid Workforce

CSM Magazine

Benedict Bleimschein, COO and Vice President of Customer Success at Mindbreeze looks at the challenges for customer service employees working in a hybrid workplace and suggests new tools that can help them. One size does not fit all when it comes to customer service strategies.

Effective Tips for Powerful Insurance Social Media Marketing

ReviewTrackers

Insurance and Social Media. Social media marketing for insurance is experiencing major growth. According to a report by consultancy firm ITDS: 100 percent of 20 major global insurers are active on Facebook. 100 percent are also active on LinkedIn and YouTube.

Why Customer Loyalty will likely fail when you do these things

Zonka Feedback

Loyal customers are the primary source of attracting more sales into your business. Loyal customers make repurchases with you and also attract other customers into your business through their good word-of-mouth.

4 Data-Driven Steps To Drive Successful B2B Demand Generation

Fact: Good data lives at the core of every successful B2B demand generation strategy. Without quality data, it’s nearly impossible to identify and segment your target audience and create messaging that speaks to their values and interests. Whether you’re stepping into a new position or you’re new to demand generation, learning the tricks of the trade can be, well, tricky. In this eBook, you’ll discover how to improve your demand generation program—and your bottom line.

We Know What Your Players Did This Summer: Euro, Olympics Bettors Benchmarks and CRM Strategies

Optimove

Major sporting events present numerous challenges to online gaming and betting operators, especially when it comes to CRM. Most of these challenges can be called, instead, “opportunities.”

Feedbackly + Microsoft Teams: Bring Customer Feedback Close to Your Colleagues

Feedbackly

Customer experience is the overall perception that a customer develops during the course of their journey with a business. Now for businesses, paying attention. Features Insight News customerexperience customerfeedback cx feedbackly integration microsoft microsoftteams product

5 Top Customer Service Articles of the Week 7-26-2021

Shep Hyken

Each week I read many 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.

What is Voice of Customer (VoC)?

Zonka Feedback

Companies that excel at delivering great customer experiences drive revenues 4% to 8% higher than that of their market, according to Bain & Company. No wonder big brands like Amazon, American Express, Indigo, and others are always talking about customer experience. Customer Experience

Top 5 Reasons to Move to the Cloud

Hybrid or 100% cloud? The choice is yours. With comprehensive security, unmatched scalability, cost certainty, and guaranteed reliability, a cloud-based contact center solution will serve your customers 24/7 without the operational headaches and cost issues of an on-premise solution. Download Enghouse's eBook today and learn the top reasons you should move to the cloud!