Tue.Oct 04, 2022

In times like these, customer service leaders can learn a lot from gardeners

Adrian Swinscoe

As we approach the end of the Summer and head into Autumn, here in the Northern hemisphere, many gardeners will be starting to think about getting […]. The post In times like these, customer service leaders can learn a lot from gardeners first appeared on Adrian Swinscoe

5 strategies for managing customer expectations


A customer can expect everything from the ordinary to the seemingly impossible. But whether or not a customer is asking you to take them to the Moon or provide a simple reporting apparatus, your business needs to be able to meet their expectations in at least some manner, or risk the consequences.


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Build An ROX Dashboard The Executive Team Will Love

The DiJulius Group

The companies not making a monetary investment in customer experience are the ones whose leaders don’t understand the financial impact CX can have. A Return on eXperience (ROX) dashboard helps you determine precisely what victory looks like over time and offers insight into customer churn rates.

CX 82

How Customers are Coping in Difficult Times, and How Your Brand Should Respond

Customer Think

If you’re familiar with the Chinese lunar calendar, you likely know that we’re currently in the Year of the Tiger. However, most customers probably relate more to another name for 2022: The Year of the Squeeze.

The State of Customer Experience 2023 Research Report

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.

Connect Customer Service Success with Customer Experience Excellence

Experience Investigators

Happy Customer Service Week and CX Day, 2022! Customer Service Week is all about Celebrating Service. And we’re celebrating customer experience (CX) on October 4th with CX Day’s theme: CX Drives Success.

More Trending

Are we seeing the rise of the ‘super user’ worker?

MyCustomer Experience

You buy from your favorite brand. But you can now also help them on the side (hours of your choosing), earning a bit of money and enhancing. 4th Oct 2022. By Megan Neale COO and Co-founder


3 Common Email Misconceptions You Could Have – And How to Avoid Them

Customer Think

Photo by Christian Velitchkov on Unsplash Misconceptions abound in the email marketing space. They can lead you down the wrong path and frustrate you. But what if you know the email marketing mindsets that win? It will save you a lot of headaches.


Amazing Business Radio: Gregorio Uglioni

Shep Hyken

Winning the World Cup in Customer Experience. The Link Between Soccer (Football) and Customer Service. Shep Hyken interviews Gregorio Uglioni, a customer experience specialist, host of CX Goalkeeper , and author of Customer Experience 4 (CX4).

5 Ways to Listen to What Your Customers Have to Say

Customer Think

Customers are generally very assertive about sharing negative experiences. But, they often shy away when their overall experience is positive. It’s reported that only 6% of customers share reviews about their preferred solutions.

CCO + CMO: A Winning Partnership for Accelerated CX Growth

Find out how collaboration between a CMO and CCO can enhance the customer experience and drive business growth in this new ebook.

4 Tips for Effective Skills-Based Call Routing


Skills-based call routing sounds super technical! While there is a tech side to it, at its heart, skills-based call routing is all about peopl e. Still with me? Picture this: Y ou’re the coach of a soccer team. The opposing team is about to make a penalty kick, trying to score on your goalie.

Sales 78

What are Online Offline Experiences?

Customer Think

How a Customer Data Platform Solves Siloed Data in Your Business The online and offline customer experiences are more intertwined than ever before. To provide a great customer experience, you must understand and orchestrate the customer journey across all channels.

How to Build Effective Customer Feedback Surveys?

Zonka Feedback

Anybody today can create a survey quickly with so many survey tools at our disposal. But when you’re looking to collect feedback that is actually useful, you must build your feedback survey in a certain way so your customers are likely to respond with valuable data. Customer Feedback

Do More, Do Better, Do Differently….

Customer Think

We are driven to grow, to drive much higher levels of revenue and attainment. As I study organizations, three strategies emerge. Do More is the dominant strategy I see. It’s a simple strategy. If we want to make our numbers, if we want to grow, all we have to do is more. [.].

Sales 98

December CMI Placeholder

Searching For New Customer Success Software? What You Need to Know!


As a customer success department manager or leader, you’re constantly looking for new tools and solutions to help your team reach the highest output possible.

CRM 52

Do B2B Better Excerpt #4: XYZ Software

Customer Think

As I mentioned in my last posts, being a Change Maker requires a different way of thinking, so it’s helpful to have guides to show you the way. In my new book, Do B2B Better, which comes out next Tuesday, on CX Day, I provide deep dives. Blog Customer Experience

B2B 92

How to Conduct an Employee Compliance Assessment


Compliance makes it riskier to do the wrong thing, says Riaan Bekker, Force Solutions Manager, thryve – a risk management solutions provider. . And compliance assessments play a huge role in management of such risks to help your business save big. You may ask. .

The PESO Model & Your Demand Generation Strategy

Customer Think

TweetLinkedInShareEmail Public relations pros have been using the PESO Model for years by integrating Paid, Earned, Shared, and Owned media strategies into a single campaign, to better establish authority, amplify reach, and improve results. Blog Digital Marketing Editor's Pick


Customer Preferences: How Community Can Deliver a Simplified Experience

Your customers want a simplified customer experience. Make sure you give it to them with community. Download the whitepaper to learn more!

How CPG brands can navigate economic challenges

MyCustomer Experience

Inflation is rising at its fastest pace in three decades and this is a trend that is set to continue for the foreseeable - the Bank of. 20th Oct 2022. By Stuart Wilkinson Industry Director - Consumer Products and


Memory Mini Series Part 2: Loyalty is a Function of Memory. This is How Memories are Built.

Customer Think

This newsletter is the second in a 3 part series related to one of my favorite topics in my continuing mini-series on memory. Last time, we discussed how recall drives our behavior and where memories are formed based on a podcast that cov. Blog Customer Experience Customer Journey

Announcing our refreshed guide ‘The Customer Retention Starter Kit’

Inside Intercom

A few years ago, we published The Customer Retention Starter Kit which helped thousands of businesses retain more customers over the long term. Today, we’re launching a completely refreshed guide to help you engage, nurture, and retain more customers in the modern age.

Providing better support for contact centre agents

MyCustomer Experience

The world is facing a complex mix of macro-economic challenges from the aftermath of the pandemic to the threat of a global recession. 3rd Nov 2022. By Judith Schuder


Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Mary Kane & Imran Mohammed

Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!

Cybersecurity best practices to empower your team


It’s Cybersecurity Awareness Month! Since its start in 2004, this monthlong initiative has continuously picked up steam year-over-year—matching the corresponding rise in cyber attacks.

Efficient/empathetic CX key during costs crisis

MyCustomer Experience

2022 has been a difficult year financially for consumers as the cost of living crisis tightens its grip, inflation takes hold and interest. 28th Oct 2022. By Martin Taylor Deputy CEO

CX 52

How software and cloud companies can scale CX with self-service and intelligent triage


The software and cloud services industry has seen market-defying growth in recent years, but growth comes with its own set of challenges.

AI 52

What’s On the Minds of Today’s Top CX Experts?

MyCustomer Experience

Are you ready for the customer of the future? Today’s 6th graders —who are playing video games on a TV while their laptop shows someone. 4th Oct 2022. By BlueOceanContactCenters

A Strategic Guide to Community Gamification

Does creating engaged customers and impacting CS objectives sound interesting? Learn more about how gamification can help your customer success team in our free eBook.