ShepHyken

FEBRUARY 16, 2021

Creating Customer Loyalty in a Digital World. How the Pandemic Transformed the E-Commerce Experience. They discuss the digital commerce trends companies have been forced to adapt due to the pandemic and how those companies can succeed moving forward. Amazon has set the bar for the eCommerce experience.

E Commerce 88

E Commerce Loyalty Retail Technology 88

ShepHyken

JUNE 8, 2020

Each week I read a number of customer service and customer experience articles from various resources. How Do You Maintain Customer Experience on a Shrinking Budget? We asked CX professionals how they would handle a reduced budget. Customer affinity. Here are my top five picks from last week.

Article 81

Article 2020 Customer Service Connections 81

Talkdesk

DECEMBER 30, 2020

What I learned while leading a CX company during a global pandemic and what will happen next. As the severity of COVID-19 became clear, we knew we had the responsibility to keep our employees safe. As the severity of COVID-19 became clear, we knew we had the responsibility to keep our employees safe.

2021 83

2021 2020 Innovation Contact Center 83

Kustomer

JANUARY 28, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Carrie Lemelin to learn the secrets to delivering exceptional customer service in a post-COVID world. How to Adapt CX and Build Customer Loyalty.

Measurement 90

Measurement Definition Call Center Interaction 90

ShepHyken

DECEMBER 21, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to Provide the Best Possible Customer Experience? GISuser) If you don’t have a well-planned customer service strategy, you are highly likely to lose business. million customers. by GISuser.

2020 155

2020 Article Customer Service Airlines 155

CustomerSuccessBox

SEPTEMBER 7, 2021

The pandemic has taught us to expect the unexpected and adapt to survive. In fact, we were not given any warning or time to adapt. Million of companies around the world were forced to go into perpetual ”expect the unexpected” but have adapted to the unprecedented change and how beautifully they’ve done. via GIPHY. #1

2021 96

2021 Customer Success Customer Journey Mapping Touchpoint 96

InMoment XI

JANUARY 9, 2024

Managing the B2B customer experience is a key growth strategy for organizations across a wide variety of industries. For good reason: delivering great customer experience (CX) leads to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. Why is B2B CX Important?

B2B 551

B2B Customer Experience Net Promoter Score 2024 551

ShepHyken

DECEMBER 22, 2020

Delivering Amazing Customer Experiences Through Times of Crisis. certified CX professional and bestselling author. The ability to adapt is crucial. Show appreciation to your customers! Look for ways to adapt and translate the customer experience without sacrificing the quality of the experience.

Leadership 82

Leadership Books Customer Experience Professionals Customer Centricity 82

Eptica

APRIL 15, 2020

Date: Wednesday, April 15, 2020 Author: Taoufik Massoussi - Product Manager & Head of AI The importance of listening to customers during COVID-19. Author: Taoufik Massoussi - Product Manager & Head of AI We are clearly going through an unprecedented time of change due to the COVID-19 pandemic, which is disrupting all of our lives.

Net Promoter Score 95

Net Promoter Score NPS 2025 2020 95

Talkdesk

OCTOBER 14, 2020

For example, less than 11% of people with federal student debt are repaying their loans during COVID-19. For example, less than 11% of people with federal student debt are repaying their loans during COVID-19. The bar is consistently rising for a truly seamless omnichannel borrower experience. .

Banking 105

Banking Contact Center Omnichannel Insurance 105

inmoment

JUNE 29, 2020

We live in unprecedented times—COVID-19 has thrown a lot of the old world’s rules out and left brands wondering how to best serve customers as a viral disease rages the world over. This action let customers know loud and clear that brands they cared about were reciprocating that emotional investment.

Measurement 75

Measurement Retail Customers Brands 75

Oracle

FEBRUARY 8, 2021

Welcome to Experience TV, a LIVE show on social channels about the economic revolution we’re living through, the Experience Economy, where brands compete on the quality of their customer experiences. Now, it could be part of your CX strategy. Watch below, and read on for a full recap. Quote of the week.

2021 116

2021 Books Consumers Financial 116

Beyond Philosophy

JULY 4, 2020

What A Face Mask Can Do for Customer Segmentation. Some think they help stop the spread of COVID-19; some think they are unnecessary and a nuisance; others fall somewhere in between. This episode of The Intuitive Customer discusses this essential and relevant chance to participate in customer segmentation. Key Takeaways.

Government 154

Government Customers Consulting Customer Experience 154

Gainsight

JANUARY 4, 2021

As we embark on the New Year, now is the perfect time to catch up on Gainsight’s Customer Success resources from 2020. We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Here are over 65 Customer Success resources to catch up on and get you ready for the New Year.

2021 111

2021 Customer Success Webinar Multi-Channel 111

Eptica

APRIL 30, 2020

Date: Thursday, April 30, 2020 Author: Pauline Ashenden - Demand Generation Manager Caring for your customers during COVID-19. Essentially, businesses that show that they are supporting their customers - especially the most vulnerable - will be best placed to recover when the pandemic eases. Published on: April 30, 2020.

Net Promoter Score 74

Net Promoter Score Leadership Consumers 2020 74

ShepHyken

NOVEMBER 30, 2020

Each week I read a number of customer service and customer experience articles from various resources. 4 Tips for Getting Executive Buy-in on Your Customer Experience Strategy by Phil Britt. My Comment: One of the common questions I’m asked is how to approach leadership to invest in customer service or CX.

Article 84

Article 2020 Customer Service B2C 84

Bold360

APRIL 12, 2021

To uncover how COVID-19 has transformed how customers and companies interact for the long term, we went straight to the frontlines. How is customer engagement changing in the new normal? As self-service tools improve, customer adoption is rising. . Today, customer tolerance for inconvenience is almost non-existent.

Customer Engagement 52

Customer Engagement Engagement E-support Multi-Channel 52

Uniphore

JUNE 10, 2021

When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. Along the way, we learned a lot about the obstacles customers and agents face today. We gathered these insights from 12 months of webinars and roundtable discussions with our customers.

Call Center 98

Call Center Contact Center Webinar 2021 98

Think Customers

JANUARY 11, 2022

A year ago, still in the throes of the pandemic, many turned hopeful eyes to 2021 expecting the world—and the customer experience landscape—to largely return to “normal.” Vaccine hesitancy and the formation of new variants like Delta have kept COVID at the forefront of many conversations and business decisions.

2021 52

2021 2022 Marketing Contact Center 52

Oracle

JULY 7, 2020

When assessing your CX strategy, it’s vital to account for and adapt to this newly blended environment to deliver a seamless customer experience across all touchpoints. Gaining a universal view of the customer is critical to connect with them in the right mindset at the right moments. Discounted rates.

Consumers 98

Consumers Entertainment Fashion Touchpoint 98

Comm100

SEPTEMBER 13, 2021

However, the past couple of years has seen its importance within customer service skyrocket as companies adopted new technologies to stay connected during the pandemic. With the benefits made clear for all to see, and customer expectations risen, customer service operations can no longer afford to ignore digital transformation.

Customer Service 86

Customer Service Omnichannel Social Media 2020 86

Kitewheel

JULY 2, 2020

The COVID-19 pandemic has changed the world of customer experience and retailers are feeling the impact. With stores closing and people remaining indoors in many areas, how should retailers adapt to this new reality? Doing this requires attracting, converting, and engaging both new and existing customers.

Retail 52

Retail Social Media 2008 Consumers 52

Bold360

MARCH 16, 2021

The last 12 months have transformed how customers and companies interact. Due to the pandemic, we’ve witnessed dramatic, rapid shifts in customer engagement, with customers and businesses alike moving to digital-first approaches and working (and doing nearly everything else) from home. . Bold360 helped them do that. .

Management 52

Management Call Center Customer Relationship Management Engagement 52

Interactions

MAY 28, 2020

Coronavirus has economies around the world down to its knees. Businesses are gearing towards opening up while maintaining the safety and security of their employees as well as the customers. We are living in the ‘new normal’ now; a masked, contact-less world is our new reality for the next year or so. Were they charitable?

Multi-Channel 83

Multi-Channel Customer Journey Mapping Virtual Agent Customer Service Strategies 83

Beyond Philosophy

JANUARY 19, 2022

Dobrian Dobrev ( @DobrianDobrev ) is a User Experience Designer, a speaker at UX conferences, and author on UX Design and Information Architecture. In other words, their lives were in the metaverse, not the physical world. . AR enhances your physical world with a digital layer. A good example would be the Pokémon Go game.

Entertainment 88

Entertainment Books Technology Interaction 88

Kustomer

SEPTEMBER 7, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by two CX leaders, Michael Miller and Vikas Bhambri, to discuss how to manage different types of customer expectations and service expectations during a global pandemic. Simple Tricks to Earn Customer Loyalty.

Customer Expectations 98

Customer Expectations Management Communication Customers 98

Kustomer

JULY 28, 2022

In recent years, the idea of customer service has undergone a transformation. The modern customer has shrunk their attention span while raising expectations, all the while becoming quick to allow each and every experience to dictate their relationship with a brand. What Is Customer Experience? TABLE OF CONTENTS.

Customer Experience 105

Customer Experience E Commerce E-support Social Media 105

NetBase

MAY 25, 2020

As the world recuperates and consumers everywhere are feeling hesitant to resume life as usual, recovery mode must be focused on supplying what customers need – and those needs have changed drastically in the past few months. Retaining customers in the long run depends on how well your brand adapts. Here’s how.

Customer Retention 60

Customer Retention Healthcare Consumers Financial 60

Think Customers

JANUARY 3, 2022

Businesses across all sectors were sent scrambling as the world largely shut down in the pandemic’s early days, but banks – where brick-and-mortar locations historically were the cornerstone of day-to-day business – faced some of the biggest changes and challenges. The right technology is key.

Banking 52

Banking Employee Experience Technology Financial 52

CSM Magazine

JUNE 16, 2021

Gone are the days where high-quality customer experience (CX) was the exclusive purview of B2C. Gal Oron, CEO and co-founder of Zoomin explores what enterprises must do to adapt. Even after customers have made a purchase, their loyalty isn’t a given if the purchase is followed by poor customer experiences.

Brands 52

Brands B2C E Commerce E-support 52

Retently

APRIL 5, 2024

What sets an exceptional retail customer experience apart? Because in a market brimming with choices, the way customers feel about your business can set you apart. A memorable retail customer experience leads to higher satisfaction, repeat business, and word-of-mouth recommendations. Why does this matter so much?

Retail 78

Retail Engagement Customer Experience Loyalty Programs 78

Talkdesk

JUNE 1, 2020

Many customer experience (CX) initiatives have been postponed in favor of smoothing our teams’ transition to their new working environment, adapting to our customers’ evolving needs, and promoting health and safety above all else. We’ll refer to this as the CX Reframe.

Contact Center 78

Contact Center 2020 Reference Blog 78

Oracle

DECEMBER 22, 2020

From advances in the medical world to empowering digital CX, AI helped organizations and individuals adapt to significant changes over the last 12 months. Global spending on security is expected to reach $145 billion, notes The Washington Post. Empowering a digital-first customer experience.

2020 77

2020 Innovation Healthcare 2021 77

Hero Digital

APRIL 8, 2020

COVID-19 is resetting what people value. It turned out to be the best car leasing experience I have ever had, and one I will repeat. Why would anyone go back to buying a car “the old way” when they could have this type of experience all the time? Digital experiences. Will your business be ready for the new reality?

E Commerce 104

E Commerce Banking B2C Healthcare 104

Beyond Philosophy

OCTOBER 7, 2021

To most companies, it invariably means “customers give us all their money.” So, today we’re going to talk about the five rules that will build customer loyalty. Having that kind of bond with your customers is fantastic for your business. However, customer loyalty necessitates thinking long term.

Loyalty 172

Loyalty Airlines Banking 2007 172

Think Customers

MAY 13, 2020

The COVID-19 pandemic has accelerated change in customer service. Daily at-home life for customers and agents has forced organizations to look closer at digital transformation as a serious opportunity to provide scale and cost savings to human touch to people when they need it most. 1: Employee experience is a necessity.

Customer Service 52

Customer Service ROI Roadmap Innovation 52

inmoment

MAY 5, 2020

The COVID-19 pandemic changed the way many companies do business overnight. As a result, customers are adapting to new ways of shopping, banking and receiving medical care. That’s why your customer experience (CX) and employee experience (EX) programs may be the heroes your company needs —even in the post-COVID-19 world.

Call Center 52

Call Center Banking Webinar Metrics 52