Trending Articles

Marginal cost but high perceived value

Adrian Swinscoe

When brainstorming ideas and strategies to boost the length and value of their customer relationships, many firms come up with lots of fancy and expensive ideas […]. The post Marginal cost but high perceived value first appeared on Adrian Swinscoe

Understanding the omnichannel customer journey


Gaining an understanding of the omnichannel customer journey can make it easier to harmonize your marketing and customer service efforts across channels. Read this blog to learn more


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How to keep customers informed about shipping delays

Inside Customer Service

"The shipping container is stuck in customs." That's the best update I could get from our buyer and it wasn't encouraging. We had been waiting for a replenishment order from our overseas supplier for weeks. Backorders were piling up and customers were getting agitated at the wait.

CX Journey™ Musings: Ride for the Brand


What is a brand? And what does it mean to ride for the brand ? Linkedin Share Button. Tweet Widget

Would Customers Pay to Do Business with You?

Shep Hyken

Think about this … what if you were to charge a customer just to talk to you about what you would sell them? Or, if you own a retail store, a fee to enter the store. What would you have to do for your customers to be willing to pay for the privilege of buying your products or services?

Retail 100

The Ultimate Guide to Small Business Customer Service

Help Scout

With access to fewer resources and generally leaner teams, small businesses need to be more creative and tactful in their approach to customer service. That’s not to say they can’t provide a top-notch experience — they absolutely can. They just need to be a little more focused with their efforts.

Nine call center initiatives to consider


Read how top call center initiatives can boost team morale and foster a sense of achievement among your call center agents, improve call center efficiency, and more


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We need to start talking about experience leadership – Interview with Peter Cross

Adrian Swinscoe

Today’s interview is with retail expert Peter Cross who until recently was the Customer Experience Director at John Lewis and Waitrose and prior to that spent […]. The post We need to start talking about experience leadership – Interview with Peter Cross first appeared on Adrian Swinscoe

Retail 100

Amazing Business Radio: John Jantsch

Shep Hyken

The Ultimate Marketing Engine. Creating Customers for Life. Shep Hyken interviews John Jantsch is a marketing consultant, speaker, and author of The Ultimate Marketing Engine. They discuss how to serve, understand, and create evangelists out of your ideal customers.

Virtual Journey Mapping Bootcamp: October / November 2021

Kerry Bodine

Our September bootcamp sold out, so we’ve added one more session to our fall schedule. Hard-hitting content. Sessions that fit into your workday. Our two-part virtual bootcamp delivers a practical primer on journey mapping that you can immediately put into action for your organization.

101 customer service stats you need to know


Customer expectations are always evolving. It’s up to businesses and brands to understand those expectations and deliver exceptional customer service

The System Is the Customer


Every time you choose a model like e.g. a business model canvas or a customer journey you are choosing which information is important to you and which information is not.

Your Next CX Hire…Shouldn’t Be a CX Hire

Heart of the Customer

As we interviewed hundreds of customer experience professionals across scores of organizations for our research initiative last year, we looked for what indicated the ability to drive impact.

CX 78

Sales Chatbots: How to Grow Revenue Using Conversational AI


Businesses are widely deploying AI-powered service chatbots to improve customer service and increase sales. In fact, between 2018 and 2020, the adoption of chatbots increased by 67%. More recently, Covid-19 accelerated the adoption of chatbots.

AI 83

Small companies got faster at solving customer issues last year – here’s how


. . . When a customer has an issue, all they want to do is solve it—quickly. In fact, 73 percent of customers say that speedy resolutions sit at the very top of their priority list. This should have companies paying attention.

3 Key Strategies For Call Center Customer Service


Your call center’s customer service strategy dictates customer loyalty, agent satisfaction, and company growth. No matter what product or service you offer, your approach needs to be nothing short of “customer-obsessed.”.

CX Journey™ Musings: Are You Sales-Centric or Customer-Centric?


There’s a difference? Yes, there is.

Sales 130

How Workflow can Solve Chaos in your Contact Center?

Ameyo Callversations

What is Workflow? A workflow is a sequence of recurring tasks, comprising interdependent business processes needing completion to reach a specific goal. It is predictive in nature and consists of various steps executed by numerous systems, people, and departments to reach the common goal.

Should You Use a Freemium SaaS Model to Sell Your App?


The freemium SaaS model , where you offer limited free use of your product to promote a premium version, has become common in the tech industry. But is it the best way to sell a SaaS product? We’ll take a closer look at what the freemium SaaS model is and what its pros and cons are.

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Customer Support Funnels: An Essential Enterprise Guide on Developing One

Customer Think

A funnel is a business term generally used with regards to sales and marketing. Customers are made aware of your company, then marketed to, then eventually a sale is made. These are the initial stages of a customer’s journey, their conversion from a merely potential customer to an actual buyer.

Sales 99

Guest Post: 5 Tips to Enhance the Customer Experience

Shep Hyken

This week we feature an article by Jeff Pedowitz, ForbesBooks author of F The Funnel: A New Way To Engage Customers & Grow Revenue, and President and CEO of The Pedowitz Group. He offers five tips for brands to enhance the customer experience and in the process build brand loyalty.

Building the Business Case: No Pain, No Gain


One of the most-commonly requested needs – often as a result of CEO/executive asks – is to build the business case for the business to focus on the customer experience. (It’s

16 cold calling scripts & what you can learn from them


Contrary to what you might expect, potential clients are often receptive to cold calls. A study by Rain Group found that 82% of buyers are open to booking meetings when sales reps reach out. Nevertheless, cold-calling and discovery calls can be terrifying for many sales reps.

Learn What Influences Customer Satisfaction in Order to Increase Retention


Knowing what influences customer satisfaction can help you improve your clients’ experience and increase retention rates. Here we’ll focus on five of the top factors which shape clients’ experience of your brand.

How to Celebrate Customer Service Week (3 Steps)

Myra Golden Media

Download agenda, themes, certificates and more here! Are you still trying to figure out how to celebrate Customer Service Week? After the year and a half your team has pulled your company through, don’t let National Customer Service Week pass without an epic celebration of your front line!

How To Bring The Human Back In Human Resources

Doing CX Right

Listen to Dan Naiman, Senior Director of Human Resources at Pfiser, share a human-centric approach to employee & customer experience. The post How To Bring The Human Back In Human Resources appeared first on Doing CX Right. DoingCXRight®?

CX 56

Help Your B2B Buyers Do Their Own Discovery

Customer Think

Discovery is most often considered a function performed by sales reps. But in this context, it’s more about discovery FOR the sales rep, NOT B2B buyers.One of the problems marketing and sales have as B2B buyers’ roles shift is that they start too late.

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The best ways to protect customer information in CX


Digital customer experiences are critical for surviving in a connected world. According to a survey of C-suite executives, more than 70% of CIOs increased investments heading into 2021 to improve customer experience.

RG 271 is coming: time to reevaluate complaints management in Australian financial services


Earlier this month, the Australian Securities and Investments Commission (ASIC) re- released Regulatory Guide 271 for Internal Dispute Resolution (RG 271), which stipulated organisations must address complaints arising from social and messaging channels where a customer has expressed dissatisfaction with the organisation or its products.


How to Enforce a Mask Mandate In Your Theater, Museum, Library or Store

Myra Golden Media

We thought we’d be done with COVID by now. Yet, here we are. I was supposed to be boarding a plane tomorrow to deliver the opening keynote for a large event in D.C. It’s now virtual. A workshop I’m facilitating in Tulsa in a few weeks is now online.

Not All Customers Are Created Equal

Doing CX Right

Businesses need to take extra care of high-value customers, or they'll go to a competitor Read & apply customer appreciation best practices. The post Not All Customers Are Created Equal appeared first on Doing CX Right. Marketing & Branding CMS Wire Customer Experience

CX 52

Chatbot vs Live Chat: Which is Winning the Customer Service Game and Why?


Answering customer questions immediately is one of the best things you can do for them. But sometimes, that doesn’t happen – even with fast channels like live chat.

How to create a successful sales plan (+ a free template)


Picture this: You’ve just taken on responsibility for a new sales team. You set out to craft an annual sales plan, but you quickly discover that you’re missing key insights and data points.

Sales 52

Self-Service Support: Automate Over 50% of Your Customer Service Using AI-powered Chatbots  


Self-service support channels such as automated chatbots, online portals, knowledge base and FAQs are no longer an exception for businesses. Today, they’re a rule for any SMB and large-scale organization.

B2C 52

Brand monitoring for brand safety and crisis detection


How does social monitoring and social listening help protect your brand? Social monitoring and social listening are important processes to protect your brand’s health and reputation.

Workforce Management Software Improves Employee Engagement

DMG Consulting

Workforce Management Software Improves Employee Engagement. Jul 12, 2021 Donna Fluss. Read this article on the publisher’s website. Changing employee expectations is one of the hottest workplace topics and touches on many aspects of the employee/employer relationship.

Looking Customers in the Eye: Pros and Cons of Video Chat


Video has become a big part of people’s daily lives. And as with all types of technology, the pros and cons of video chat have been getting clearer with time. For example, as remote work becomes more commonplace after the COVID-19 outbreak, so will video chat.