September, 2021

Customer Success Is the Key to Digital Transformation

TSIA Customer Success

To many in the technology industry, customer success and customer experience are viewed as the same teams. However, TSIA’s research shows that customer success and customer experience are two separate departments with different roles and responsibilities.

Don’t Ignore The Pot-Stirring Employee

The Belding Group

The Pot-Stirrer loves an injustice. He (she) lives to find real or imagined issues within the company, or even with you. He constantly questions decisions, and, like a dog with a bone, won't let go of something once he's got his teeth in it.


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Contact centres simplified: 3 ways to turn theory into practice

Adrian Swinscoe

This is a guest post from Ross Daniels, Chief Marketing Officer at Calabrio. In our last two blogs, we introduced the concept of adding simplicity to […]. The post Contact centres simplified: 3 ways to turn theory into practice first appeared on Adrian Swinscoe


What’s behind the 2021 M&A boom for conversation analytics (and how to navigate it successfully)


CallMiner, CTO, Jeff Gallino, unpacks the recent M&A activity around conversation analytics, answering “why now?” and providing input for how to navigate this complex landscape


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.

Lessons from The Overlook: 5 things vacation rental guests should know

Inside Customer Service

Note: Lessons from The Overlook is a periodic update on lessons learned from owning a vacation rental property in the Southern California mountain town of Idyllwild. It's a hands-on opportunity to apply some of the techniques I advise my clients to use. You can find past updates here.

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Customer Service Starts At The Top

Shaun Belding

Organizations that deliver outstanding customer service have one thing in common: Clear, consistent, customer-focused messaging throughout the organization at every level. It is a standard of performance by which everyone is measured. It is non-negotiable, and no-one is above it.

How Tone of Voice Affects Customer Service


As the old saying goes: “you can hear a smile through the phone.” It may be a bit cheesy, but it’s true.

Digital teams suffer from a perception gap that hinders customer experience improvement efforts

Adrian Swinscoe

Organizations are often fraught with gaps in perception, and many of these impact their ability to improve both the customer and employee experience. Bain is responsible […].

25 tips to increase customer satisfaction


Keeping customers satisfied is more important to business success than ever before. Read this blog for 25 tips to increase customer satisfaction

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.

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

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People Who Should Be Kept Very Far From Customers

Shaun Belding

People who are self-absorbed, narcissistic and either oblivious or uncaring about the people around them don't last very long in a customer service environment. Shaun Belding | Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog. Customer Service

How to Create a Call Center IVR Script


When customers call your customer service line, greeting them with a friendly and easy-to-navigate interactive voice response system is a standard in call center software.

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.

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

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?

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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!

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.

5 Must-Read Books on Customer Service

Shaun Belding

Here are five books that can help you boost your customer service skills and improve your relationship with your customers. Customer Experience Customer Service

The Complete Guide to Call Center Management


Congratulations, call center manager! You’re stepping into a world full of exciting challenges, impressive individuals, and constant evolution. There’s never a dull moment in a call center with a myriad of opportunities for growth and success. Of course, all new positions come with learning curves.

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

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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


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.

You’re Terminated: Three Reasons Customers Will Stop Doing Business with You

Shep Hyken

One of the favorite chapters I wrote in my recent book, I’ll Be Back: How to Get Customers to Come Back Again and Again , was about why customers would terminate their relationship with you.

Growing The Customer Success Category: Totango’s $100M Funding


Today, I’m very excited to announce that we raised $100M in a Series D funding led by Great Hill Partners with participation from our long-time investors: Pitango, Canvas, and BGV. Our “overnight success” took a decade.

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.

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.”.

How a Strong Customer Engagement Strategy Can Improve the Usability of Your Product

Speaker: Hannah Chaplin, Director, Product Marketing at Pendo and Esther Edel, Product Operations Analyst at Pendo

Join Mobile expert Hannah Chaplin as she shares best practices and real examples to help you improve your mobile apps with in-app guides.

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

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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

Best in Class Versus Best in Industry

Shep Hyken

Here is an interesting idea. Most businesses are competitive. They want to be better than their competition. Sometimes they try to out-service their competition. Sometimes they lower their prices to beat their competition. The point is that they are only looking at the competition.