Sat.Aug 07, 2021 - Fri.Aug 13, 2021

The Difference Between Repeat Customers and Loyal Customers

Shep Hyken

“We love our customers, and they obviously love us. They keep coming back, again and again!” . Who doesn’t want to be able to say that? And, if that is the case with your organization, let me ask you this question: Do you know why they are coming back? .

7 Digital Customer Experience Best Practices for Higher Satisfaction


The quality of your customers’ experience impacts satisfaction and retention. Here are 7 digital customer experience best practices. We’ll cover strategies for enhancing experience throughout your customer’s lifecycle, with an eye toward increasing retention.


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What makes Business Intelligence (BI) important?


Business intelligence (BI) bridges the gap between business goals and the information needed to reach them. This blog shares how the right BI tools can drive business growth and transformation


Customer Experience & Fraud Prevention: Dueling Priorities for Today’s Contact Centers

Contact Center Pipeline

The past year was a challenging and transformative time for many people as a global, once-in-a-generation health crisis upended critical components of how we work, play and connect.

A Recruiter’s Guide To Hiring In 2021

With vaccination rates rising, consumers spending more money, and people returning to offices, the job market is going through a period of unprecedented adjustment. As the New York Times observed, “It’s a weird moment for the American economy.” And recruiting professionals are caught in the middle. To make the most of this disruption, you need to understand the economic drivers, develop a strong strategy for unearthing valuable talent, and use the latest tech tools to get the job done. Read this guide to get your recruiting practice ready to thrive in the new normal.

Without Knowing It, People’s Impression of You Are Being Influenced. Here’s Why.

Beyond Philosophy

Apple launched its Air Tags to help you find your lost items, like your keys or briefcase. Although I have other manufacturer’s versions of these products, I know that the Air Tags will be the best yet, and I can’t wait to get hold of them.

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Introduction to Responsible AI: Unpacking the harms


The latest in our Responsible AI blog series, the CallMiner Research Lab explores two of the main categories of harms that AI outputs can cause: Harms of Allocation and Harms of Representation


Managing Emotional Labor in the Contact Center

Contact Center Pipeline

The phone beeps in my ear; I answer with, “Thank you for calling Hoosier Healthwise. This is Mark. How can I help you today?” I pause to allow the other person on the line to speak. He says, “Well, I hope you can,” and he says that he needs help selecting a health plan. I […].

How Customer Analytics Can “Up” Your CX Game

The Northridge Group

Let’s say you’ve already taken the necessary measures to move your contact center from good to great.

How to Develop a Customer Service Strategy for Your Contact Center


No matter how great your product or service is, the success of your contact center largely depends on the customer service you provide. Ultimately, if customers don’t have a good experience, they’re likely not going to call back.

Reaching Unreachable Candidates

Speaker: Patrick Dempsey and Andrew Erpelding of ZoomInfo

What is ZoomInfo for Recruiters? Find and connect with the right talent to fill roles fast with more data, basic search, advanced search, candidate and company profiles, and export results. Watch this On-Demand Webinar today to see how ZoomInfo for Recruiters can work to get your talented candidates results.

Without You Knowing It, People’s Impression of You Are Being Influenced – Here’s Why

Beyond Philosophy

It all started with Apple’s Air Tags. As soon as I heard about them, I knew that they would be exceptional, and I had to have them. But why? I had a drawerful of other manufacturer’s products that did the same thing. What was so special about these? My answer is because these were from Apple, and the reason Apple is the answer is because of Halo Effects.

Executive Interview with ProcedureFlow

Contact Center Pipeline

I had the opportunity recently to meet with the team at ProcedureFlow to learn about who they are and what they do. In a nutshell, their mission is to make our contact center employees experts faster.

5 ways to improve customer satisfaction scores using customer empathy

NICE inContact

Simply put, applying customer empathy means understanding and integrating your customer’s expectations. And lucky for you, we’ve outlined what that looks like with help from three industry experts in the eBook, “Cultivating a future-proof customer journey strategy.” Get your copy now.

How to Improve Call Center Agent Productivity


High call center agent productivity is every call center manager’s dream. Not only does it lead to higher profits and lowered costs, it also results in better employee engagement and improved customer experiences.

Going to Market Smarter in the New Economy

In 2021, as companies continue to move more functions online, employees will take a more virtual -- and flexible -- mindset and lifestyle in parallel to the digitization of businesses. To succeed, you must change the way you conceive and build new products as a digital business. Download the report today to discover more!

July podcast roundup: Customer effort through an AI lens


It’s the final countdown! July passed us by quickly, and with it came the last five episodes of our twelve-part podcast series, Customer Effort: Through an AI Lens.

The Many Faces of Guru (As Told By Our Customers)


What can Guru do for you? We’re a knowledge management tool first and foremost, but there’s a lot you can do when you have the power of knowledge at your fingertips. company news

Driving Software Adoption through Customer Success: 6 Ways to Improve Customer Engagement


Driving software adoption through customer success in the 2020s is a precision business.

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Guest Post: How Can PR Crisis Management Shape Customer Experiences?

Shep Hyken

This week we feature an article by David Tattersall, Head of Client Relations at Handpicked Accountants , an online network housing the best-performing accountants across the UK. He writes about how successful, global brands use social media to deliver outstanding customer service experiences.

The Forrester Wave™: B2B Marketing Data Providers, Q2 2021

In our 24-criterion evaluation of B2B marketing data providers, we identified the 11 most significant vendors — Data Axle, Dun & Bradstreet, Enlyft, Global Database, InsideView, Leadspace, Oracle, SMARTe, Spiceworks Ziff Davis, TechTarget, and ZoomInfo Technologies — and researched, analyzed, and scored them. This report shows how each provider measures up and helps B2B marketing professionals select the right one for their needs.

Sales Team Coaching With Emotional And Social Intelligence

Integrity Solutions

Great sales team coaching takes specific knowledge and functional expertise to build a successful team. On their own, these aren’t enough to bring out the best in their sales teams and help them achieve their full performance potential.

CSM Tips for Engaging Dark Customers 


We’ve all experienced customers going dark. Maybe it’s right after implementation when they’re finally using your product but have yet to schedule an ongoing check-in meeting. Maybe it’s a year into using your technology when it’s time to discuss renewals.

[Q&A] Ready to Scale: The Tech Stack That Drives Your Digital Customer Success Program


Your digital-led Customer Success program will only be as good as the technology behind it. But how do you go about building your Customer Success tech stack the right way?

5 Top Customer Service Articles of the Week 8-9-2021

Shep Hyken

Each week I read many 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.

4 AI Hacks to Make Sales Teams More Efficient

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data. Read on to learn the four AI hacks sales teams need to improve their performance. Download the eBook today!

On-Demand Webinar: The Total Economic Impact of LiveVox’s Contact Center Platform


Creating a great customer experience has become increasingly complex as inbound volumes increase, communication channels expand, and new regulatory requirements are introduced.

Multimodal User Experience Design Best Practices


Alexa, Siri, Google Assistant—virtual assistants have transformed how we interact with technology and what we expect from it.

Work-Life Balance for the At-Home Agent: 7 Ways to Encourage Healthier Habits in a Post-Pandemic Workplace


Like most of you, I’ll never forget where I was the night the world shut down. I was performing at a jazz club and one of my students, Tommy, came to my show.

Contact Center Compliance with the Florida Bill SB 1120


The new Florida Bill SB 1120, updating the “Florida Telemarketing Act” and the “Florida Do Not Call Act” has been in effect for just over one month now, since July 1st, 2021, acting as a specific state version of the federal “Telephone Consumer Protection Act” - TCPA.

How Product Teams Can Leverage Community

Speaker: Scott Baldwin of ProductBoard

Product Leaders, sign up if want to learn how to: - What is product excellence? - How community led and product-led growth can act as success multipliers - How to create a tight and ongoing feedback loop - How to leverage your community members to drive adoption. When: September 21st at 12pm EDT. Register today!

10 Tips for Dealing with Frustrated Customers


Can you imagine losing a third of your customers in a single day? According to research by professional services firm PwC, that’s exactly what could happen if your customer service falters.

VirtualPBX Softphone Updates August 2021


The latest and greatest is now available on the VirtualPBX Softphone for iOS, Android, Windows, and Mac users. Already the VirtualPBX employee favorite device, we’ve made a series of improvements to improve user experience.

Meet Bree: CSM at ChurnZero


ChurnZero’s employee spotlight series highlights the person behind the professional, digging deep and discovering what drives our team members. This spotlight features, Bree Pecci , Customer Success Manager at ChurnZero. .