Wed.Oct 13, 2021

Customer Service Training Needs Different Approaches

Shaun Belding

If you use a traditional training approach with customer service, it will fail. It will fail to engage participants, it will fail to stimulate adoption of new skills and, most importantly, it will fail to make the kind of sustained difference you’re looking for.

Understanding the different types of customer satisfaction


Although customer satisfaction may seem like a simple concept to grasp – your customers are either reasonably satisfied or they are not – there are numerous ways to track, measure and improve it


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Q&A with Miva on the challenges ahead for retailers

Adrian Swinscoe

The pandemic’s onset forced brands, particularly retailers, to rapidly adopt new digital and e-commerce solutions to help them both survive and adapt to changing consumer behavior. […]. The post Q&A with Miva on the challenges ahead for retailers first appeared on Adrian Swinscoe

5 Tips for Better Customer Success: Respond to Upset Customer Downgrades Effectively


For effective customer success , respond to upset customer downgrades proactively. Just because a client downgrades, they don’t have to churn.

How to Work with Your Customer Success Team to Create a Great Product Feedback Experience

Speaker: Rebecca Notté, Product Operations Manager and Hannah Chaplin, Director of Product Marketing at Pendo

In this session, Hannah Chaplin and Rebecca Notté will detail the challenges of managing feedback between product and customer success teams and share their best practices on how to combat these challenges.

Listen, engage, connect: 3 steps for executing a seamless multilocation marketing strategy


Is your brand a large retailer with thousands of locations around the globe? Or a restaurant franchise spanning multiple geographies? Or a financial institution with many different kinds of agents and advisors working on your behalf?

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More Trending

The Secret To Customer Loyalty

Shep Hyken

Okay, maybe it’s not the secret, but what I’m about to share with you is one of the secrets. Actually, three secrets. . In the real estate world, the three keys to success are location, location, location.

5 Tips for Better Customer Success: Respond to Upset Customer Downgrades Effectively


For effective customer success , respond to upset customer downgrades proactively. Just because a client downgrades, they don’t have to churn.

How to Build a Freelance Marketplace like Fiverr and Upwork

Customer Think

The gig economy has rapidly gained a wider currency in a matter of few years. Studies reveal that around 34% of the US workforce was already into the gig economy even before the pandemic started and is projected to reach 50.9% by 2027.

The 11 Best Ecommerce Customer Service Software Platforms

Help Scout

This list of 11 standout ecommerce customer service platforms will help you find the perfect tool to improve your company's customer support. Read the full article

The Importance of Having Strong Decision Agility in Your Product Development Process

Speaker: Emily Tate, Managing Director at Mind the Product

In this talk, Emily Tate, Managing Director at Mind the Product will unpack how we can quickly make deeply-researched decisions on multiple topics that will positively influence your product development process.

Top 20 Chatbot App Development Companies in India

Customer Think

Looking for the best Chatbot App Development Companies in India & the USA to build intelligent Chatbots for your business? If so, your hunt for the same ends up now. You will get here the exclusive list of top-notch chatbot app development companies prepared after extensive research.

KMF, Microfinance Focusing on the Service Strategy in Kazakhstan

Service Quality Institute

I just returned from spending a week in Almaty Kazakhstan helping the largest microfinance firm in Central Asia with 110 locations and 1771 employees drive a service culture.

VOZIQ Rebrands Itself to VOZIQ AI; Launches a Dedicated AI Center Excellence (ACE) for Clients


Reston, VA, October 13, 2021: VOZIQ, an AI-powered predictive customer retention solution provider, announced the launch of its redesigned website with a new domain address –

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Three Trends Driving the Field Service of Tomorrow

Customer Think

The pandemic has transformed virtually every aspect of customer service, and field service is front and center. Over the past year and a half, companies across nearly every industry have turned to an “appointment economy” to deliver safe and convenient experiences.

How Customer-Centric Feedback Loops Can Evolve Your Product Process

Speaker: Nickey Skarstad, Director of Product at Duolingo

Join Nickey Skarstad, Director of Product at Duolingo, as she discusses why it’s important to actively gather customer feedback, how to build customer feedback loops into your product planning, the best ways to decipher different types of feedback, and different frameworks for how/when to apply feedback processes.

DMG Consulting Releases 2021 – 2022 Cloud-Based Contact Center Infrastructure Product and Market Report

DMG Consulting

DMG Consulting Releases 2021 – 2022 Cloud-Based Contact Center Infrastructure Product and Market Report. MEDIA ALERT. Strengthening demand drives surge of activity, including mergers and acquisitions. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. What: Releases 2021 – 2022 Cloud-Based Contact Center Infrastructure Product and Market Report. When: Today, 13 October 2021. Where: Available at the DMG Consulting online store.

How to Drive Outstanding Customer Experience

Customer Think

Customer centricity is often strongly associated with Customer Experience (CX) these days and defining CX can be a challenge. The term can be overused, broad and generalized, and often reserved only for contact centers.

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How Intercom’s Data Infrastructure team met growing demand with solid principles

Inside Intercom

Scaling a company is never a linear process. As your startup becomes a scale-up, teams will encounter obstacles that require them to quickly adapt to new demands.

Alida Announces $20 Million Equity Investment from Round13 Growth Fund

Customer Think

The investment will accelerate Alida’s aggressive growth strategy and innovation agenda.

Roadmaps Are Dead! Long Live Roadmaps!

Speaker: Bruce McCarthy, Co-Author of Product Roadmaps Relaunched and Founder of Product Culture

Join Bruce McCarthy, co-author of Product Roadmaps Relaunched, as he discusses the best ways to innovate your product roadmap. So that it reflects your customers’ needs while simultaneously and accurately communicating your products strategy and vision.

Intercom’s Jane Honey on perfecting career paths for product management

Inside Intercom

Ask five product managers what they do and they’ll likely give you five radically different answers. There’s a massive disparity in how people approach the role of a PM, depending on where they’re working, the products they’re developing, or even the culture of the company.

Sales Pipeline Radio, Episode 261: Q & A Scott Horn @scott_horn

Customer Think

By Matt Heinz, President of Heinz Marketing If you’re not already subscribed to Sales Pipeline Radio, or listening live every Thursday at 11:30 a.m Pacific on LinkedIn (also on demand) you can find the transcription and recording here on the blog every. Digital Marketing Interview

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9 Customer Service Trends That Will Matter for Success in 2022


New customer service trends seem to emerge every year, especially since online experiences became so important to customers. Keeping up can feel like quite the challenge, but it’s essential for meeting customer expectations in the long term.

Goal Attainment Is More Than Making The Number!

Customer Think

Over the past couple of weeks I’ve had a lot of conversations about sales performance. It’s largely driven by planning for the next calendar year. Too often, I get the comment, “People are making their numbers, but we aren’t achieving our goals!”

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Feedback: The Secret to Innovating Your Product Development Process

Speaker: Liz Love, Chief Commercial Officer at ProdPad

Join Liz Love, Chief Commercial Officer at ProdPad as she details how product feedback can improve your product development process while mitigating stakeholder conflict, constant feature requests, failed launches, unexpected outcomes, unhappy users, and complexity.

Tips for Personalizing the B2B Customer Experience


Whether you’re selling B2B or B2C, ultimately, you’re selling to a person and today’s buyers expect a personalized experience.

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Seismic Fall 2021 Release launches new Digital Sales Rooms to accelerate deal cycles and streamline buyer engagement

Customer Think

Seismic also announces HubSpot integration at INBOUND 2021.

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Mixed methods research shaping the product roadmap at Afterpay


The high levels at which consumers and employees are willing to try new brands, switch products and even change jobs are both one of the greatest challenges and opportunities facing businesses and governments today.