Converting shoppers into buyers is where inbound sales are won or lost. Tune in to this episode to learn how the top performers handle shoppers and why prescriptive guidance has the greatest impact on conversion rates ..read more

Measuring customer experience is critical, but with several methods to choose from, how do you know which score to focus on? Today Matt and Ted examine the differences between NPS, CES, and CSAT and discuss which one is actually "the best ..read more

There's a specific way to think about how customer loyalty works using a 4-cell framework. Listen in to learn how different levels of customer effort and product stickiness affect loyalty.  ..read more

When customer effort was first studied, three big findings quickly surfaced that changed how we think about the customer experience forever. Listen to this episode to hear about the big 3 and their impact on CX and service ..read more

Some of the most successful sales calls are actually animated, debate-like conversations where the agent digs into customer objections and concerns head on. Check out episode 4 to learn why this seemingly aggressive approach works ..read more

If you call RLI, a speciality insurance provider, you're not likely to hear "Sorry, I can't help fix that." The company's agents helps both its insurance providers and customers resolve problems and get answers quickly. RLI received Tethr's CXellence Award for Agent Empowerment for having the fewest incidences of agents who said they couldn't help. Learn about how they created a culture of helpful agents, what other customer experience metrics they focus on, and how they create a culture focused on customers.  ..read more

Join Matt Dixon and Ted McKenna in the first episode of our learning series in which they dive into the details of our research and findings from the recent article in Harvard Business Review on the four behaviors that boost inbound sales ..read more

Medical Service Company starts serving its customers by serving another group first: its employees. They know their customers benefit when they arm their team of contact center agents with the right tools and training to help serve customers. In this podcast episode, learn what metrics  Medical Service Company focuses on when it measures its customer experience and how they achieved excellence in its contact center. Medical Service Company received the CXellence Award for Effortless Experiences, based on benchmarking metrics measured through Tethr that showed it had the lowest chronic eff ..read more

BCU is one of the fastest-growing credit unions in the country - but has maintained a focus on keeping its members at the center of all they do. In this customer spotlight interview, we talk with BCU about the 5 behaviors they have their customer service agents focus on to create great member experiences and how they meet changing expectations in the digital age.  ..read more

In this new series spotlighting winners of CXcellence Awards, we talk with First Bank and Trust about how they nurture lifelong customers in their customer contact center. In a world you can work anywhere, you can also bank anywhere - which is the mindset their team has when they work to resolve any issue a customer calls them with.  ..read more