Sat.Jul 16, 2022 - Fri.Jul 22, 2022

Customer Success Metrics that Matter Most

TSIA Customer Success

What metrics are being used in the customer success industry to manage their organization? This question was the second most common inquiry we received from our members in customer success for 2022

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Different is Better Than Better

Shep Hyken

I’m going to break just a bit from my typical customer service/customer experience ideas and share another lesson: Different is better than better. .

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Why You Should Throw Out Your CRM

Totango

Ready for a controversial statement? You don’t need your CRM. Yeah, we said it.

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CallMiner CTO Jeff Gallino joins Bloomberg Radio’s Money Minute to highlight customer service trends

Callminer

Read this blog to learn more about CallMiner CTO, Jeff Gallino's recent appearance on Bloomberg Radio’s Money Minute to talk customer service trends with Gina Cervetti

How to Optimize Your Contact Center: AI Tech for a Better CX

Speaker: Paul Weald, Contact Center Innovator

With the help of artificial intelligence and machine learning, you can streamline your contact center productivity and efficiency by reducing call wait times, monitoring customer sentiment and satisfaction, and providing better self-service options for all of your customers. Join us for this exclusive webinar with contact center innovator Paul Weald to learn more!

42% of workers feel that digital transformation efforts have made their job more complex – Interview with Don Schuerman of Pega

Adrian Swinscoe

Today’s interview is with Don Schuerman, the CTO and Vice President of Product Marketing at Pega. Don joins me today to talk about a new report […]. The post 42% of workers feel that digital transformation efforts have made their job more complex – Interview with Don Schuerman of Pega first appeared on Adrian Swinscoe

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More Trending

Building Trust And Selling From The Heart

Doing CX Right

Larry Levine, Best-Selling Author of "Selling From The Heart," explains new effective ways to approach buyers and increase sales with an unbeatable competitive edge. Hint: Success starts within, not out. It's about YOU.

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22 healthcare professionals share considerations for patient satisfaction surveys

Callminer

Read this post to learn about improving patient satisfaction surveys and the overall patient experience

The cost of living crisis and increase response rates

Beyond Philosophy

We hope you enjoy today’s show. If you do, could vote for us in the People’s Choice Podcast Award? It doesn’t take long to cast your vote and it would really mean a lot to both Ryan and I. Thanks very much. Cheers! To vote, please click here. Usually, we have one pickle per podcast.

Open the Channels of Communication with Your Customers

Totango

When facing a struggling economy, it’s more important than ever to keep your customers engaged and reminded of why your products and services are critical to their success.

The Inner Circle Guide to Remote & Hybrid Contact Center Solutions

In this handy guide, learn everything you need to build your ultimate contact center—with no walls and no limitations. Empower your agents to serve your customers better, and from anywhere.

7 Traits for Effective Interactions: Social Skills = Job Security

The DiJulius Group

As head of the world’s largest professional-networking site, LinkedIn CEO Jeff Weiner knows better than anyone what companies are looking for in recruiting new talent, and that effective social skills equal job security.

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27 professionals share their favorite call center interview questions

Callminer

Read this post to learn how to hire top-notch call center agents using the right interview questions

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How to Solicit Qualitative Customer Feedback (Before It’s Too Late!)

ClientSuccess

As a CSM, you understand firsthand how critical customer feedback is to the ongoing satisfaction of your customers and the success of your business. On paper, an account can be ticking all the boxes – engaged during meetings, high product usage rates, etc. –

How to Use Product Feedback to Solve Business-critical Issues

Zonka Feedback

Having issues and friction points is a normal part of any business. However, those that put the longevity or financial security of the company at risk are considered business-critical. These aren't the day-to-day bumps and challenges; these are the problems that could derail the business.

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The New Digital Landscape for Next-Gen CX

Boost customer satisfaction across all digital channels with this stat-filled guide, which reveals the key ingredients you need to keep all of your customers satisfied.

CSAT vs NPS: Two Important Yet Often Confused Customer Service Metrics 

CSAT.AI

Let’s put these two important metrics in perspective and understand why they are both measured. Here are 5 examples each of CSAT vs NPS. CSAT Measures Each Customer Experience . Examples of this are: .

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Listening to customers is still your best long-term CX strategy

MyCustomer Experience

Customers are your best source of business and market insights. By listening to them, you can learn what they want and need from your. 9th Aug 2022 Customer listening is your best long-term strategy. By Michael Hinshaw Founder and President

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We can Get at Truth When we Stop Searching for Answers and Start Asking More Questions

Conversation Agent

“As the body assimilates what is homogeneous to it, so will a man retain what interests him; in other words, what coincides with his system of thought or suits his ends.” Schopenhauer argued the world is a representation, Vorstellung.

SUPerheroes Among Us: Part 2

SupportYourApp

SupportYourApp is filled with awesome people. Even despite the darkest time in Ukrainian history, we

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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.

An Ultimate In-depth Guide to NPS Surveys & Their Best Practices

Customer Think

Net Promoter Score (NPS) metric is used to gauge customer loyalty, and satisfaction with a company’s products and services, and is calculated by asking customers one question “How likely will they recommend your product or service to a relative or friend on a scale of 0-10″?

Guest Post: How the Status Page Improves the Customer Experience

Shep Hyken

This week we feature an article by Andrian Valeanu, Founder & Editor-in-chief of Design Modo , a company that helps brands create websites and email newsletters so they can focus on running their business.

Three million downloads and counting: Inside Intercom reaches a podcasting milestone

Inside Intercom

Intercom was created out of an epiphany in a small Dublin coffee shop because we realized that the impersonal, transactional way of doing business online just wasn’t cutting it for customers anymore.

2 Minutes to Supreme Confidence!

Myra Golden Media

The number 1 thing it takes to get customers to accept your word as final and get angry customers to back down is…CONFIDENCE. In this video, you’ll learn a 2-minute exercise that reduces the stress hormone cortisol while boosting the power hormone!

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.

‘Phygital’ Future- Every CX expert needs to know.

Customer Think

H & M’s most popular pop-up store on a Dutch beach back in 2011, reminds us of the faddish trend of pop-up retail.

How to optimise your CX strategy - the 7 secrets

MyCustomer Experience

HWhat is a customer experience strategy? It’s where you lay out how you’re going to make every single customer experience with your. 19th Jul 2022. By Sharon Hyman

How ecommerce brands use conversational AI to reduce customer effort

Zendesk

The ecommerce market has exploded over the past few years and is continuing to grow at an accelerated rate. By 2023, online retail sales are anticipated to reach $6.17 trillion. With more people doing their shopping online than ever before, ecommerce CX has become a priority for many businesses.

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2 Frameworks for Resolving Workplace Conflict

Myra Golden Media

I’m sharing two frameworks for resolving conflict today. You can apply my frameworks to disputes with employees, co-workers, customers, and bosses! . For more help with de-escalation, check out my De-escalation Academy. . Customer Experience Design

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.