2020

Smile and the World Smiles With You—Unless It’s Fake

ShepHyken

One of our faithful Shepard Letter subscribers emailed me a story. He was at a store, and the employee was friendly and engaging. But when he saw her later—when she was off duty—she acted indifferent toward him, almost rude.

Contact Center Pipeline Magazine: Inside Our January 2020 Issue

Contact Center Pipeline

I always look forward to the new year and the enormous promise it holds.

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Positive Positioning Can Help You De-escalate Intense Interactions with Customers. Here’s how.

Myra Golden Media

We took my son’s phone in for repair. After looking at the phone, the employee said. Liquid has come in contact with this phone. Your warranty doesn’t cover this, but we have a couple of options. We can repair the unit, or we can sell you a refurbished model.”.

1 in 4 Will Lose Their Job in 2020

Beyond Philosophy

1 in 4 Will Lose Their Job in 2020. At the end of 2019, global research firm Forrester predicted that 1 in 4 Customer Experience jobs will be cut in 2020. While we find this prediction grim, we do not disagree. We believe that this reality has been on the horizon for some time now.

The 2020 Community Trends Webinar Series

Speaker: Vanilla Forums

Is your community program up to the standards of 2020? Save your seat for this webinar series, and don't miss your chance hear from five of Vanilla Forums' community experts as they respond to your pressing questions and dive into some of the biggest community trends identified for 2020!

Fonolo: Top 20 Customer Service blogs to read in 2020

Peter Lavers

Peter Lavers has been named as a top blogger in the realm of Customer Service. The list has been created by Fonolo , who provide call-back solutions for contact centres.

More Trending

Why You are Being Ghosted

Convoso

Convoso VP of Sales, Les Lent shares insights on why ghosting happens and how to avoid it. Ghosting is a relatively new term for an old sales problem.

Sales 156

Which 5 Traits Would You Choose to Build the Ideal Customer Service Agent?

Steve DiGioia

We scour resume after resume in search of the best candidate. But, as a service provider, we never truly know the applicant’s skill set until they’re hired and in contact with your precious customers. Sometimes we’re lucky and hire a gem who goes on to build customer relationships lasting years.

What is a Shared Inbox?

ProProfs Blog

As a support agent, you need to be on your top game when dealing with customer issues. . You can’t lose your temper. . You can’t be agitated if your customers don’t understand the solution you propose. You need to be totally honest, calm, and polite when dealing with customers. .

A checklist for starting to measure customer experience

Lumoa

We share a simple checklist you can use to quickly start measuring your customer experience. Even if you’re already measuring customer experience, the checklist will make sure you’re hitting all the right points along the way. Feed generated with FetchRSS

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

What is Robotic Process Automation (RPA)?

TELUS International

Next-Gen Technology

Your Emergency Response Plan—Be Prepared

ShepHyken

One of our Shepard Letter subscribers, Tom Korff, wrote in with an important question: how should customer support agents handle callers who are threatening to harm themselves and/or others? This is a serious topic.

Surviving Post-Holiday Returns

Contact Center Pipeline

You made it. Your team made it. Another holiday season is behind you.

How to Improve Your Customer Expansion Strategy

Totango

Every business needs to grow. However, in today’s customer-centered economy, simply seeking out new customers is not enough. Companies today are instead looking to implement a customer expansion strategy.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

How to Get Customers to Yes

Beyond Philosophy

If I asked you for $100, what would you say? My guess is no. You probably have a rule against giving people money just because they asked you. But what if I asked you for $1? Most of us would probably be okay with that.

Consumer Loyalty 2030

Peter Lavers

In his second blog written as part of the SAS UK Collaborators programme reviewing the SAS / Futurum “Experience 2030” report , Peter Lavers digs deeper into the question regarding what will drive customer loyalty in the future (up to 2030).

Customer retention in the telecom industry – new thinking

TechSee

With the telecommunications industry at saturation point, and with services largely commoditized, providers suffer from exceptionally high rates of churn.

Providing World-Class Support with Front

Nicereply

“If you make your customers happy, your business can succeed! How will you know how they feel if you don’t get their feedback? “. Front is the inbox for teams that gives you access to the people, messages, and apps you need to get work done.

The Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.

How AI Drives Innovation for a Better CX

Upstream Works

This is the last in a series of blog posts examining key contact center trends for 2020, and the first three lead up to this broader theme of innovation driven by Artificial Intelligence (AI).

What is Customer Churn? Learn About Types & Effects of Churn

ProProfs Blog

An average company loses 10 to 30 percent customers annually and gaining new customers is around 10 times costlier than keeping the existing ones happy – Philip Kotler. These words from the father of modern marketing, themselves indicate how crucial the customers are for any business.

The Relationship Economy by John DiJulius (a One Win Book Review)

Customers That Stick

In this One Win Book Review, we take a look at The Relationship Economy by John DiJulius. Check out the video below to hear Adam’s one win that you can take away from The Relationship Economy to improve your organization’s customer experience and customer service.

How to Identify Weaknesses in Your Customer Journey Map

GetFeedback

About eight out of ten business leaders say they want to “improve” the customer experience (CX) to be more competitive. In CustomerThink’s recent study of 200+ CX initiatives, 74% agreed: “By 2020, customer experience will overtake price and product as the key brand differentiator.”.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Guest Post: How One Bold Move Helped this Firm Survive (and Thrive!) in The Great Recession

ShepHyken

This week we feature an article by Bill Cates, author of Beyond Referrals , Radical Relevance , and the founder of The Cates Academy for Relationship Marketing. He shares an example of how one company was able to flourish during the Great Recession.

Contact Center Challenges and Priorities for 2020

Contact Center Pipeline

We just completed our fifth annual survey and had 275 participants chime in on their top three challenges and priorities.

Opening 2020 with Totango

Totango

Product update Jan 7, 2020 . Happy New year! I hope you all had a great time celebrating the new year with friends and family. . At Totango, we’re also celebrating our first release of the year. We are excited to continue bringing value to our customers and efficiency to your team. .

How to Ensure You Make Good Decisions

Beyond Philosophy

How to Ensure You Make Good Decisions. I am an Apple Superfan. As a loyal customer, I notice all the positive moments in my Customer Experience with them. They reinforce that my brand is the best and buying from them was a good decision.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

Trust is not a binary on/off switch

Peter Lavers

Why building, protecting and recovering Trust is a business imperative. In this blog co-written with Mark Holloake, Peter Lavers considers how trust is a hot topic, but that lot of commentary suggests it is binary – you can either trust an entity or not – an on/off switch in effect.

Customer retention is the new religion

Hello Customer

January typically is a month to forecast trends, and we believe customer retention will be an important one. Of course, this isn't a new strategy. But we see increasingly more organisations move their focus from aggressive acquisition investments to retention management.

Top 20 Customer Service Blogs You Have to Read in 2020

Fonolo

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today.