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In Part I of this series, we explored the core pillars of value creationeconomic exchanges, cost efficiency, ease of doing business, and growth enablement. These foundational dimensions ensure suppliers meet essential business expectations, providing a baseline for relevance. In Part II , we moved into the strategic and relational realms of value : building trust, tailoring engagement, co-creating innovation, and offering performance and service excellence.
You cant fully predict customer behavior from day one. People are unpredictable, and what resonates with one group might fall flat with another. Thats where A/B testing shines. It helps you test messaging, support strategies, marketing campaigns, and experience variations to optimize interactions, streamline support processes, and improve the overall user experience.
There’s a painful irony at the heart of smart home innovation. Consumers invest in connected devices (cameras, doorbells, thermostats) to simplify life. But when setup goes sideways due to WiFi issues, that “smart” experience suddenly feels pretty dumb. Frustrated customers pack up the product, initiate a return, and share their disappointment online.
I recently responded to a question on LinkedIn: A customer is furious about an out-of-stock item. How do you turn their frustration into satisfaction? I added a second part to that question. What if what the customer wants is something youve never had in stock? Some customers might still be angry that you do not have what they want. And even if they arent, whether the item is out of stock or you just dont carry it, that doesnt mean you cant make the customer happy.
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
Your users are your best source of feedback. Why? Because they're the ones actually using your product or service—experiencing firsthand what works, what doesn't, and what could be better. They spot the issues you might miss and highlight opportunities for improvements you may never have considered. That's why building a robust user feedback loop is crucial.
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There can be no doubt that today’s buyers have evolved into sophisticated decision-makers who demand more than just quality products to achieve consumer loyalty. As we navigate through 2025, the consumer landscape continues to shift at an unprecedented pace, challenging CPG brands to move beyond reactive strategies and embrace a truly consumer-centric approach.
Is our response rate too low? What can we do to improve it? Should we provide an incentive for people to respond? As a customer experience (CX) leader, these are all questions youve likely faced many times before. However, these relatively simple questions have somewhat complex answers. Survey incentives do encourage some people to offer feedback, which could mean more responses and diverse insights for your brand.
When did sustainability become something we only associate with recycling bins or solar panels? The truth is, sustainability goes far beyond environmental effortsits about how businesses treat people, manage resources, and operate day to day. A companys approach to customer service and its handling of something as essential as water quality both reflect a deeper commitment to long-term success and responsibility.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is Agentic AI? What is the difference between generative AI, analytical AI, and agentic AI? What impact does AI have on analyzing and predicting customer behavior? How do companies balance AI with the need for human empathy in customer service?
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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 comments about each article and would like to hear what you think too. What Are the Results from GenAI in Customer Service? Case Studies from Verizon, ING & United Airlines by Rebecca Sentance (Econsultancy) From improved customer satisfaction to an uplift in sales, we examine three companies who have successfully applied GenAI in custome
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Testimonial advertising has quietly become the most credible tool in a marketers arsenal not because its flashy, but because its real. When ad fatigue sets in and skepticism rises, polished campaigns fall short. What todays customers want isnt another bold promise they want proof. And nothing builds that faster than hearing directly from someone whos been in their shoes.
Many Customer Success (CS) leaders are at an inflection point: Can we build what we need for Customer Success inside Salesforce or is it time to invest in something purpose-built? Its a classic debate. CRMs are already in place and familiar with go-to-market (GTM) teams. But as Customer Success (CS) becomes more strategic, more teams are realizing that a CRM isnt enough to support the post-sales journey.
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Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!
Re-engage your churned customers with this guide Download Now Why it Matters: Customer retention is essential to brand growth and loyalty cannot be taken for granted. Even as most consumers stay connected to their go-to brands, 47% are still exploring alternatives every week. This makes retention especially challenging in retail, where competitive pricing and endless choice create constant churn risk.
Formstack is an online survey builder that helps businesses create custom forms, surveys, quizzes, and more. It offers a drag-and-drop interface, making it easy to create and design forms. The tool also provides various templates for this purpose, which are customizable to users needs. But like every other tool, Formstack has its drawbacks. This includes weak customer support, limited integrations, and a steep learning curve.
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ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!
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