Sat.Mar 06, 2021 - Fri.Mar 12, 2021

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4 Keys to Handling Negative Customer Reviews

ReviewTrackers

Customers 123
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How Visual Transformation Will Revolutionize Customer Service

TechSee

We are living in a ‘remote first’ world where visual engagement has become a critical piece in our current day-to-day interactions. Zoom classrooms, livestream weddings, and GoToMeeting staff conferences have become part and parcel of our everyday lives. This remote and digital-first world has made service organizations rethink how to engage with customers.

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How to Stop Giving Customer Service Like a Useless Scarecrow

Steve DiGioia

The lowly cornfield scarecrow hangs idly in the field while a flock of birds, having long since gotten over their fear of the fake man, eat their share of the surrounding crops. He has failed in his mission. The scarecrow now serves no purpose and has outlived its usefulness. Sadly, it serves as a reminder of what once was. Today’s post tells you how to stop giving customer service like a useless scarecrow. 3 Examples of Scarecrow Customer Service. 1.

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Interview with CX Ambassador Mike Cancel about Pandora's customer experience program

GetFeedback

We talk with Mike Cancel, user support operations manager at Pandora—the largest streaming music provider in the US—about his career in the customer experience space.

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A Roadmap For Modernization: How To Break Free From Your Monolith Before July 31, 2026

Speaker: Jason Cottrell and Gireesh Sahukar

Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.

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Learning Paths: What Are They, & How Can They Create Customer Experience Success?

Experience Investigators by 360Connext

“ Customer service shouldn’t just be a department; it should be the entire company” – Tony Hsieh (CEO, Zappos) . The late, great CEO of Zappos promoted this idea and he was absolutely right. To deliver exceptional customer experiences, everyone in your organization needs to be on board. But what does that mean? And what’s most important to prioritize in education?

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From Cost Center to Value Center – How to Choose Software to Transform Your Small Business Call Center

NICE inContact

The quality of service delivered by small business call centers used to be limited by the functionality of their PBXs or VoIP services. Modern call center software features that can transform the customer experience (CX) were only available to the big guys with their big wallets.

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Measure customer value with surveys

GetFeedback

Uncover the value customer’s yield by gathering feedback with surveys.

Survey 195
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Interview: Creating a Clean Experience

Heart of the Customer

How would you respond if your deliberately behind-the-scenes customer experience efforts were suddenly thrust to the foreground? That’s the challenge Office Pride Commercial Cleaning Services’ CEO Todd Hopkins faced when COVID changed the way we all think about cleaning. I met Todd after customer service guru Shep Hyken recommended him in response to my call […].

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Storytelling in driving change

Storyminers

It’s a misconception to believe that stories can drive change or make it happen. The root of that belief is that leaders can ‘make’ people change to do new things in new ways. The fact is that nothing is farther from the truth. If your leadership style is punitive, consider changing it. It’s rapidly going out of fashion in the 2020s.

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How AI Is Revolutionizing Contact Centers: 2025 Strategy + ROI Playbook

In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.

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Culture is Contagious

ShepHyken

I was recently interviewed by Yigal Adato for his mastermind group, all entrepreneurs and owners of pawnshops. We were discussing how important it is to “bake” customer service into the culture. It’s leadership’s job to define the customer service vision, ensure it’s communicated, and be the role models demonstrating how customers and employees are to be treated.

Culture 160
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The digital customer journey: Understanding the role of the contact center in creating a connected experience

NICE inContact

The digital customer journey is very different from a physical shopping experience, yet it is very much the same. With the ever-changing needs of the consumer, it can be difficult for businesses to keep up and ensure that customers have a seamless buying journey from start to finish and beyond.

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UPS Fail: Mishandled With Care

Heart of the Customer

Operational mistakes happen. If a company handles them well, customers will forgive the occasional lapse. But UPS’s recent operational lapse on a very sensitive item actually went from bad to worse. The good news is, we can learn from their mistakes to produce a better emotional outcome for our customers. And that outcome matters: When […]. The post UPS Fail: Mishandled With Care appeared first on Heart of the Customer.

Company 167
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How Can Educational Institutions Elevate their Customer Service?

Comm100

If you work in post-secondary education, you’ll know just how competitive an industry it is. Institutions compete with one another to win national and international students and spend huge amounts of money to do so. New York University reportedly spent $500,000 more on marketing in June 2020 than in June 2019, despite the financial challenges caused by Covid-19.

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Next-Gen Cloud Contact Centers For Dummies®

What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.

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Guest Post: Reset Buyer Strategy to Drive Post-Pandemic Revival

ShepHyken

This week we feature an article from Rohan Malkotia , Digital Marketing Executive at Servetel. He writes about how businesses need to realign their sales and marketing strategies in order to survive a post-pandemic world. The pandemic has brought everyone back to basics. Budgets have run tight, making buyers selective about what they pick. Needless to say, luxuries of life have been replaced by the ‘must-have’ items.

Strategy 155
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10 Customer Self-Service Best Practices to Power Your Contact Center Results

NICE inContact

Sometimes contact center professionals become so focused on agent-assisted customer service methods that they forget many customers just want to help themselves. A personalized interaction with a competent and engaging agent can be highly satisfying but it isn't always a customer's first choice.

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Gender Inequality Persists in Data Science and AI

Bob Hayes

Results of a survey of data professionals show that about 1 out of 5 are women. Women are paid less than their male counterparts yet both women and men have similar levels of education. Ways of improving gender diversity in the field of data science are offered. Figure 1. US Labor Force Statistics for Selected Occupations. Even though women make up about half of the total workforce in the US, those numbers hide the disparities in some occupational domains.

Data 145
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How Will Customer Sentiment Affect CX in 2021?

Alida

We’ve partnered with Crack the Customer Code to bring valuable resources and discussion to the CXM community. Alida was designed for brands that care about listening to the voice of their customer and just as importantly, actioning these insights across their business to make better, more customer-centric decisions, and ultimately drive growth.

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Making the Moment: The Art of Creating Events That Drive Results

Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective

In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.

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5 Top Customer Service Articles For the Week of March 8, 2021

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Why marketing can no longer ignore customer experience by Jason VandeBoom. (Digiday) Customer experience is rapidly becoming more designable, more accessible and more creative.

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Market-Proven Ideas to Keep Your CX Transformation on Track

Storyminers

During this CX Quick Tips expert, Mike Wittenstein joins this week’s CX Quick Tips (less than 10-minutes) discussion with CX Expert and Editor in Chief of CX Global Media Jim Rembach. We will discuss a list of techniques people with ongoing projects can use to keep the momentum up and encourage an ever-greater number of team members (internal or partners) to participate and adopt new ways of working.

Marketing 130
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3 areas to focus on to meet changing customer needs

Eptica

Date: Friday, March 12, 2021 Author: Pauline Ashenden - Demand Generation Manager 3 areas to focus on to meet changing customer needs. Published on: March 12, 2021. Author: Pauline Ashenden - Demand Generation Manager Today’s consumers are increasingly demanding when it comes to customer service, particularly around digital, omnichannel and mobile.

Meeting 120
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At Alida, We #ChooseToChallenge Gender Bias & Inequality

Alida

Given the theme of 2021's International Women's Day campaign: #ChooseToChallenge, Alida is choosing to take a stand to challenge gender bias and inequality.

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Campaigns that Click: Practical Personalization Strategies to Boost ROI

Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified

Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.

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Amazing Business Radio: Christine Trippi

ShepHyken

How to Say Yes…Almost Always. Empowering Your Employees to Create an Amazing Customer Experience. Shep Hyken interviews Christine Trippi, CEO at The Wise Pineapple. They discuss the value in empowering your employees to provide the best experience possible for your customers. Top Takeaways: The secret to getting your employees to love coming in to work is creating an environment where employees feel welcome, loved and empowered.

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Why B2B Companies Shouldn’t Shy Away from Marketing on Instagram

Oracle

When it comes to B2B marketing on social media, brands currently rely heavily on LinkedIn. It’s the top organic and paid social platform for B2B marketers. According to a CMI report , 95% of content marketers use LinkedIn to distribute their content organically, and 76% use it for paid distribution. However, there’s another platform B2B marketers shouldn’t overlook: Instagram.

B2B 111
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Choose 3 Focus Areas for Your Continuous Learning Strategy

One Millimeter Mindset

Does a continuous learning strategy fit into your professional roadmap? Are you always focused on learning new stuff, different ways of perceiving problems, and additive skills for professional improvement? When you explore truly new ways of thinking, then doing, your entire professional performance is rewired and impacted, moving forward. You know the feeling, don’t you?

Strategy 106
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Giving Your Customers the Experience They Desire

Daniel Group

Are You Giving Customers the Experience They Desire? Part I. Welcome to Success Strategies. Are you giving your customers the CX they desire from from you? We recently introduced a new four-part blog series: Giving Your Customers What They Want. Throughout the series, we will explore the importance of the following topics: Part 1: Make CX Easy focuses on the importance of making it easy for your customers to do business with you.

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Future-Proof IT: Cost-Saving Strategies Every IT Leader Needs in 2025

With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.

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Pros and Cons of Contact Center Outsourcing

CSM Magazine

More and more businesses are turning to outsourcing, and for good reasons: it’s cost-effective and easily scalable. Contact center outsourcing has proven to be highly beneficial, but it isn’t without its faults. It is vital to understand both pros and cons of outsourcing to know whether it’s the right move for your company. In this article, you can read about the good and the bad and decide based on what you learned.

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I want a bunch of Tesla driving, Peloton riding, Starbucks drinking, Apple using, lululemon wearing customers

The DiJulius Group

6 Quick Tips to Help you Make Price Irrelevant 1. Customer Service Feature Story Q: What kind of customers do you want to attract? A: “I want a bunch of Tesla driving, Peloton riding, Starbucks drinking, Apple using, lululemon wearing customers.” Q: How do you attract them? A: “Not by running discounts; this type of. Read Full Article.

Tips 105
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Beta Testing: A Mixed-Methods Playground

dscout People Nerds

Beta testing offers ample mixed-methods opportunities, providing rich insights on lean timelines.

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