Sat.Oct 20, 2018 - Fri.Oct 26, 2018

Use These Survey Questions to Predict and Increase Customer Retention


When it comes to measuring the probability for a customer to return to a brand and make new purchases, many businesses rely on the typical customer satisfaction (CSAT) survey question: “How satisfied were you with your experience today?”. While it may seem that this question will determine customer retention , research on customer feedback tells a different story. Here are two very effective (and often overlooked) ways to predict customer retention.

How to Respond to Google Reviews


Businesses need to learn how to respond to Google reviews to make the most out of their Google listings. The ways reviews are managed can have a major impact on a listing because of Google’s popularity with customers. A survey showed that 63.6

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Is your Feedback System Convenient?


Why We Shouldn’t Talk To Ourselves: Text Messaging is rising and rising and rising By Robert A. Kobek, RRP I read a press release the other day on LinkedIn and a national trade publication that claimed a resort company was … Continue reading → The post Is your Feedback System Convenient?

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Building for the Future – Cloud Contact Center Solutions Offer Flexibility, Scalability and Omnichannel


Building for the Future: CX in the Cloud is packed with real world lessons learned from a panel of seasoned contact center experts. What better way to learn about the benefits of moving contact center technology to the cloud than from the companies employing these solutions. TechStyle Fashion Group. “One of the reasons why we went to the cloud was to scale, not only to scale in size but also scale with regards to the cost,” said Aarde Cossoboom, from TechStyle Fashion Group.

The Essentials to Scaling Your Customer Success Program

Most tech companies start with a barebone customer success ‘program’ that is reactive. As revenue grows and the go-to-market strategy is identified, founders quickly realize they need a proactive program that goes beyond basic customer services. By now the team may have a CRM program to manage customers and a basic set of steps they put the customer through. This simply isn’t enough to grow your customer relationships to their full potential value. You need a customer success program to grow quickly and to serve many through scale. This is where the right people, processes and technology come into play. Join Emilia D’Anzica, a customer success and engagement strategist, as she walks you through customer success essentials to consider as you grow your company and customer success team. During this webinar, you will learn core pillars of customer success by: Putting yourself in your customer’s shoes. Shifting your strategy to a Growth mindset. Building a scalable customer success framework. You'll walk away with actionable steps for you and your team to leverage immediately. When: November 14th at 11AM PT (2PM ET, 7PM GMT)

‘CSM & Product’ Is the New ‘Sales & Marketing’


If you take a look at my LinkedIn page (and scroll way, way down), you’ll see exactly where my career took a left turn. (No, No, not—you scrolled too far!). I started my professional career as a product manager.

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Freemont Banks Talks CX


Fremont Bank Talks CX: Survey Success At Freemont Bank, they’ve worked hard to establish a relationship with clients face-to-face, however they acknowledge that digital methods of communication have changed how customers prefer to communicate.

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Social Analytics Experts and Enthusiasts Unite at NetBase LIVE LA!


There are a lot of reasons to love October – but one of the reasons we do is NetBase LIVE LA and NY.

Interview: Jenni Lloyd on Whether the Future of Tech Can Work For Everyone

Brand Watch


CustomerCount CEP Resort Trades Award


Annual Award Contest Celebrates Resort Managers, General Managers and Assistant Managers INDIANAPOLIS, IN (September 12, 2016) – CustomerCount and Resort Trades magazine have announced a partnership to recognize outstanding leaders who exemplify customer engagement within the timeshare resort/hospitality industry. Nominations for … Continue reading → The post CustomerCount CEP Resort Trades Award appeared first on CustomerCount.

How Delivering Memories Drives Word of Mouth and Business Growth

Smarter CX

The following post includes excerpts from Jeanne’s new book: Would You Do That To Your Mother. Professor and Nobel Prize winner Daniel Kahneman is considered the “memory guru” by many.

See the PureCloud call center in action

All cloud contact centers are not created equal. Register now for an upcoming live demo covering supervisor, admin, and agent experience in PureCloud!

Your culture = your brand: Five steps to become customer-obsessed

Connective DX

Changing your company's culture to be customer-obsessed is hard. Where do you even start? Here are five of our favorite activities that you can roll out at your organization to empower employees and jump-start a more customer-focused culture

Are We reinforcing our organization’s Customer Disloyalty Program?

One Millimeter Mindset

Customer disloyalty happens. When we fail to meet customer requirements after we initially attract and win their business. When customers become disenchanted, their loyalty is jeopardized. The next step is customer defection.

Choose Wisely – There are Pretenders Out There


Choose Wisely – There are Pretenders Out There Robert A. Kobek, President Ten, yes 10, years ago our company created a seismic shift in our business universe and made the conscious decision to enter into the world of online … Continue reading → The post Choose Wisely – There are Pretenders Out There appeared first on CustomerCount. Insights

TMRE 2018: Gen Z, AI, and Ferraris

Chadwick Martin Bailey

This article was cowritten by Savannah House, Julie Kurd, and Megan McManaman. We’re back after a busy week at TMRE in sunny Scottsdale. This year was bigger and better than ever as insights leaders challenged us to embrace innovation, inspire change, and push the industry forward.

3 Important Things A Chatbot Can’t Do (But an IVA Can)

Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.

Unpacking the Supply Chain: Navigating Today’s Headwinds (Part 1)

North Highland

This is the first blog in a series where we will explore the biggest roadblocks executives are facing in today’s dynamic supply chain.

How to Build Human-First Products


Today we announced that Gainsight is acquiring Aptrinsic. I couldn’t be more excited to start working closely with Aptrinsic’s CEO and co-founder Mickey Alon. I’ve come to respect Mickey deeply as a thought leader, and his vision for how to help his customers is very aligned with ours.

Why Social Media is Important to Engage Customers and Consumers


Are you making the most of social media to engage and maintain your customers? Social media is now so ingrained in our marketing culture that a company’s success is dependent upon it.

MVP session recommendations for Sitecore Symposium

Connective DX

As the start of Sitecore Symposium 2018 is quickly approaching, we are all packing our shorts for sunny Orlando, FL. This year, Symposium will be at the Dolphin and Swan resort in Disneyworld. The event runs from October 8th to the 11th.

Your Complete Customer Engagement Handbook

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

UPLIFTING SERVICE book in all formats on

Up Your Service

New York Times bestselling book, “UPLIFTING SERVICE: The Proven Path to Delighting Your Customers, Colleagues, and Everyone Else You Meet” is now in hard copy, Kindle ebook, and Audible audiobook on Hardcover. Kindle. Audible (audiobook).

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All Your Aptrinsic Questions Answered


We know you have questions about Gainsight’s acquisition of Aptrinsic. We tried to answer all the questions we anticipate will be common, but we’d love to field any specific inquiries you might have. If you don’t know who to contact, just email us at

CustomerCount’s Lisa Kobek Elected to TherAplay Board of Directors


December 21, 2015 – CustomerCount? online enterprise customer feedback management system announces that its Executive VP Lisa Kobek has been named to the Board of Directors of The Children’s TherAplay Foundation, Inc. TherAplay) effective 2016. Prior to joining CustomerCount, Lisa … Continue reading → The post CustomerCount’s Lisa Kobek Elected to TherAplay Board of Directors appeared first on CustomerCount. News Press Releases

Customer-centric resolutions for 2018

Connective DX

As we head into the new year, we’d like to share with you some of our favorite ways in which you can better meet the needs of your customers. Here are 12 customer-centric methods to improve your customers’ experience, that will also create more value for your company.

How to Create an Exceptional Customer Experience

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

Fake Reviews, Review Management, and the Review Site of the Future

If you're the type of person who is perfectly fine faking reviews, there's a good chance Jason Brown has your number. If you need a guy to hunt down the latest fake review scheme, Jason Brown is your man.

Wrongheaded Customer Service Advice To Reject (And Better Advice To Embrace)

Micah Solomon

[Originally published in The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Here are three ways to reach Micah: email, chat, web). On the subject of customer service, some of the received wisdom out there is flat-out wrong.

The Customer Makes a Company


The Customer Makes a Company By Shannon Rankin, CustomerCount? Intern With the landscape of customer engagement vastly changing by mobile devices, there are new challenges to face. People want information and they want it now. When people travel they want … Continue reading → The post The Customer Makes a Company appeared first on CustomerCount. Insights

Six can't miss sessions at SUGCON 2018

Connective DX

SUGCON Europe is a community driven conference organized by Sitecore users for Sitecore users. Two of our Sitecore MVPs Pete Navarra and Ben Lipson will be presenting at SUGCON this year so we asked them to share the sessions they are most excited to attend and to give a sneak peek of their session

Turning Your Contact Center into a Profit Center by Leveraging Chat

Speaker: Tony Medrano, CEO of

Technology has allowed for more instant communications, creating a new opportunity for businesses to connect with customers. Live chat as a communication channel has significantly grown in recent years as the leading digital contact method, according to J.D Power. Join Tony Medrano, CEO of and Heidi Rote, Director, North America Sales Center of Jenny Craig, as they present real case studies of how live chat drives engagement, order size, conversions, and allows agents to build relationships with customers.

8 Uses of Artificial Intelligence to Boost Customer Experience Measurement


By Swati Sahai. In a recent Forrester survey, only 35% of CX professionals reported that they are measuring how their most important customers feel about their most important experiences. An even smaller number, 21%, were confident that they shared these metrics in an actionable way.

Learning Great Customer Service Habits From Nordstrom, Zappos, And Virgin

Micah Solomon

[Originally published in The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Here are three ways to reach Micah: email, chat, web). If you invest the time now to establish the essential habits of customer service excellence at your company, you can later sit back and, to a large extent, watch your business drive itself.

CustomerCount, Keatext Text Analytics Partnership Enhances Actionable Feedback Data


CustomerCountSM Adds Text Analytics to More Fully Support Business Intelligence New Reporting Component Takes Unstructured Data Verbatim Comments and Creates Sentiment Analysis INDIANAPOLIS, IN (August 1, 2016) – CustomerCountSM, the online customer feedback management system, has teamed with Montreal … Continue reading → The post CustomerCount, Keatext Text Analytics Partnership Enhances Actionable Feedback Data appeared first on CustomerCount. News Press Releases

How top hospitals win in the age of the empowered patient

Connective DX

In the age of the empowered patient, hospital websites are more important than ever. See how top hospitals are delivering better digital experiences before, during and after patients walk through the front door.

Moving Customer Service to Customer Experience and How It Benefits Your Business

Speaker: Kristina Evey, Customer Experience Strategist, The Customer Experience Podcast for Business Leaders

This webinar will do a deep dive into the mindset, processes and methods of building a successful Customer Experience. The psychology behind consumer behavior and experiences will be addressed as a foundation leading to the methods to build connection with customers to drive loyalty. The specific actions and strategies crucial to driving a solid CX will be explained in relevant ways to enable attendees to make a difference in their own organizations.