Up Your Service

MARCH 17, 2020

As the Coronavirus spreads, it brings new and unique challenges to organizations in every industry in all parts of the world. And customers are asking for new flexibility or demanding service you are not able to offer. But we also must provide new types of service for our colleagues, partners and customers.

Airlines 83

Airlines Social Media Leadership Government 83

Strativity

MARCH 30, 2020

Science tells us that this is the right thing to do even as both our human instincts and our pre-Coronavirus strategies were designed to get closer to each other. Rapidly increasing customer expectations, daunting pressure to contain costs, and high agent turnover continue to define their day-to-day reality. 4 – GET COMMUNICATING.

Contact Center 52

Contact Center Call Recording Communication Interaction 52

SurveyGizmo

MAY 12, 2020

Helping our customers – and being inspired by them – during the Coronavirus. We’ve created two free surveys – The Employee Connection Pulse and The Return To Work Assessment – to help our customers engage with employees until it’s time to go back into the office. Staying connected to your employees is critical.

2020 81

2020 Employee Experience Feedback Connections 81

CSM Practice

JULY 6, 2020

To many, SaaS has always been tricky, and the current global economic downturn caused by the Coronavirus pandemic has only exacerbated it. At the moment, SaaS companies appear to be under immense financial pressure, resulting in a dramatic increase in vendors seeking guidance on how to adapt, survive, and even thrive during this downturn.

Sales 71

Sales Customer Success Connections Customer Base 71

CSM Practice

JULY 6, 2020

To many, SaaS has always been tricky, and the current global economic downturn caused by the Coronavirus pandemic has only exacerbated it. At the moment, SaaS companies appear to be under immense financial pressure, resulting in a dramatic increase in vendors seeking guidance on how to adapt, survive, and even thrive during this downturn.

Customer Success 71

Customer Success Sales Connections Customer Base 71

Talkdesk

JUNE 18, 2020

This is a guest blog from Amanda Verner, Marketing Manager at ProcedureFlow , a Talkdesk AppConnect partner. By combining the power of a knowledge base, workflow and agent scripting, contact centers can reduce agent effort and provide the best possible customer experience. ProcedureFlow makes your employees experts faster.

Management 63

Management Contact Center Government Document 63

inmoment

MARCH 24, 2020

The coronavirus pandemic has done more than upended how brands communicate with customers—it has completely changed the lives of customers across the globe. Key #1: Acknowledge That Your Brand is Taking The Coronavirus Seriously. Key #2: Emphasize That Customer Feedback Matters Now More Than Ever.

Communication 40

Communication Webinar Social Media Brands 40

Optimove

MARCH 31, 2020

Since the outbreak of the novel coronavirus, we noticed a shift in the way leisure companies – travel and ticketing mostly – are approaching their customers. This shift in communication is especially necessary in an industry that has been so dramatically affected by the crisis. Travel & Tourism. Travel Insurance.

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Travel Tourism Communication Insurance 52

Optimove

APRIL 8, 2020

Instead, we must pedal on and talk to our customers. We must stay relevant in our customers’ minds and their hearts. But how can you communicate with them in the best possible way when there’s a deadly pandemic spreading globally? Cross-selling is a great way to keep your customers satisfied and engaged.

Sports 52

Sports Travel Fashion Events 52

Optimove

MARCH 20, 2020

In the wake of this, in the last few days, our inboxes have become flooded with coronavirus-related messages. These emails aim to reduce our fears and maintain brand loyalty during this unpredictable time. Continue to send smart communications and follow best practices. It’s a lot to take in.

Marketing 40

Marketing Events Webinar Customer Centricity 40

Optimove

APRIL 16, 2020

When the Coronavirus outbreak started, we were all caught off-guard. Scrambling to catch up, we rushed into mass emailing our customers, quickly reducing budgets and continually feeling as if we are one step behind. As purchases dropped, many rolled out an aggressive discounting strategy to entice customers to buy.

B2C 52

B2C Marketing Apparel Fashion 52

Optimove

JULY 29, 2021

” That’s why a year ago, in the summer of 2020, so many had to find new, creative ways to keep their players and customers entertained. You can learn more about it on this video: We also provided lots and lots of CRM Marketing content about other ways marketers should deal with the effects of the coronavirus.

Sports 52

Sports Entertainment Events Retail 52

Optimove

MARCH 12, 2020

Of course, though, this is far from being the only impact of the coronavirus outbreak on retail, marketing, and many other fields. A couple of days ago, a thorough report by McKinsey listed three “swing factors” when trying to predict a general direction for the global economic impact of the coronavirus outbreak. Community First.

Marketing 52

Marketing Multi-Channel Sports B2C 52

inmoment

JUNE 22, 2020

Though brands are contending with a lot of customer uncertainty at the current time, there’s another, equally important group with whom all organizations need to engage during this pandemic: furloughed employees. Just like customers, employees are facing tremendous stress and anxiety in the era of COVID-19. HR Lifelines.

Engagement 75

Engagement Social Media Leadership Brands 75

Optimove

JUNE 25, 2020

In recent months, we’ve talked a lot about your current marketing strategies and how to overcome common-day CRM challenges during the pandemic. Newly acquired customers. Newly acquired customers. But how are your newly acquired customers different right now? Identifying your churned customers.

Marketing 58

Marketing Social Media Loyalty Brands 58

SurveySensum

MAY 20, 2020

In this blog we will understand how the world is facing this disruptor and taking actions to advance to a new world. It is based on your ability to change faster than your competition, customers, and business. With the situation, there has been a change in the mindset of customers. How will COVID-19 affect Customer Experience?

Customer Experience 52

Customer Experience Social Media Banking Healthcare 52

inmoment

JULY 15, 2020

For a brief moment, it looked as though the Coronavirus pandemic might finally be under control, but recent viral surges throughout the country indicate that, unfortunately, this disease and the new way of life accompanying it will be with us for the foreseeable future. . Key #1: External Communications. Employee Policies.

Brands 52

Brands Measurement Communication Insights 52

Optimove

MARCH 16, 2020

Dear Optimove customers, As the world becomes more reliant on digital connections, we at Optimove recognize how heavily you rely on our products and services to manage your customer communications. As COVID-19 continues to spread across the globe, the health and safety of our employees and customers is our primary concern.

Government 40

Government Social Media Travel Leadership 40

Magellan Solutions

APRIL 19, 2021

It is also the year wherein the method of reaching customers becomes sophisticated because of the different technological advancements conceived that year, such as computers and phones. Although slower than expected due to the coronavirus pandemic. It is also the best way to interact with customers. Defining Telemarketing.

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Call Center Social Media 2003 Sales 52

Integrity Solutions

MARCH 30, 2020

It finished in December with increased rumblings about a possible looming recession and returning bear market, all underpinned by a growing threat spreading across Asia: a novel coronavirus. What kinds of questions were company leaders asking during that last quarter of 2019 when those 2020 plans were being put together?

Sales 88

Sales 2019 2020 Competitive Advantage 88

inmoment

JUNE 1, 2020

In the wake of COVID-19, the role of customer experience is at a crucial tipping point. Brands that are able to harness empathy and work toward achieving a more authentic customer experience will reach the top of its vertical and continuously achieve meaningful improvement for itself and its customers.

Customer Experience 69

Customer Experience Feedback Insights NPS 69

SurveySparrow

DECEMBER 11, 2020

It’s been a while since the coronavirus has been with us and changed our entire lives. Let’s get started with some real-life examples to convince you why advertising during a slowdown may not be a bad idea! . Why You Should Continue Advertising During Slowdown. In contrast, McDonald’s sales decreased by 28%.

Advertising 52

Advertising Social Media 2009 Brands 52

Optimove

MARCH 29, 2020

Brands that can create positive customer experiences may find that they maintain more of their market share and are even able to expand it. At the same time, irrelevant, aggressive marketing strategies could result in brand animosity that lasts past the coronavirus pandemic. Ensure Each Customer Gets the Best Option.

Retail 52

Retail User Experience Marketing Brands 52

Magellan Solutions

JULY 29, 2021

The coronavirus pandemic has been tough on the contact center services Philippines and on a global level. . Callers looking for assistance with a bill or bank statement increasingly communicate with artificial-intelligence-powered bots. But little of it made customers happy. . It dramatically heightened customers’ expectations.

Call Center 52

Call Center Social Media Omnichannel Contact Center 52

Oracle

DECEMBER 17, 2020

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. We talk about the Angeleno Card which is helping residents of LA most in need during the pandemic. Open data interfaces.

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Government Banking 2020 E-support 52

ChurnZero

JULY 9, 2020

But if you’re like most companies, when it comes to attracting your customers, the only thing your marketing’s dropping is the ball. Sure, you won customers over to get the initial purchase, but what about your post-sale courting? If you are committed to truly helping your customers grow, you need to make them the best at what they do.

Marketing 64

Marketing Webinar Reference Events 64

Qualtrics

MARCH 19, 2020

Given the spread of Coronavirus and the downturn in the economy, every organization needs to rethink how it operates. As you think about making changes to your XM efforts (including Customer Experience, Employee Experience, Product Experience, and Brand Experience), here are some principles to keep in mind: Show humanity.

Airlines 56

Airlines Metrics Healthcare Feedback 56

inmoment

MAY 26, 2020

InMoment (formerly MaritzCX), conducts an ongoing study, CX Standards, tracking satisfaction with customers’ interactions with over 300 companies spanning 17 industries in the United States. Specifically, we asked: When it comes to responding to the Coronavirus (COVID-19), how would you rate [ COMPANY]’s efforts to date?

Retail 97

Retail Insurance Healthcare Banking 97

Bizagi

MARCH 27, 2020

Communicating processes to a suddenly dispersed workforce in a simple way. Visit the Bizagi Xchange where you can download and then customize ready made process templates for a variety of key processes, or start from a blank sheet. Redesigning supply chains in response to new levels of demand.

Download 98

Download Hospitality Banking Events 98

SmartKarrot

NOVEMBER 2, 2020

Customer retention is very challenging for businesses especially in 2020. The unprecedented times and business environment have made it uncertain for business leaders on what steps to take to retain customers. In the times of the coronavirus pandemic especially, a primary meter that will set businesses apart is customer experience.

Customer Retention 21

Customer Retention E-support Social Media E Commerce 21

Optimove

MAY 8, 2020

On the 31st of March, the Spanish government approved urgent measures to limit the advertising of games of chance and online betting in all channels such as radio, television, YouTube, and other video exchange platforms, including individualized communications in emails or equivalent means and social networks. The Impact on Acquisition.

Sports 52

Sports Advertising Government Measurement 52

Gainsight

MARCH 17, 2020

If you’ve spent any time on any social media these last few days, the responses to the current coronavirus crisis range from: All the way to: In response to these highly polar emotional reactions, many may believe the sensible path is cold reason—set aside feelings and take the rational path. Your existing customers need your help.

Customer Success 71

Customer Success Hospitality Retail Social Media 71

Optimove

MARCH 19, 2020

The coronavirus outbreak is, first and foremost, a personal tragedy for too many. We now need to fit our communications and offerings accordingly while being especially sensitive and emotionally intelligent. We have seen an increase of 255% in first-time poker players during the period, compared to an average day before the lockdown.

Sports 59

Sports Marketing Events 2021 59

Optimove

OCTOBER 28, 2020

So, it’s not just to help flatten the shipping curve but also to leverage to help make sure your best customers are getting the best service possible. If orders are not received on time, create an offer that requires the customer to return for another purchase. Keeping them in the loop could help built trust.

2020 40

2020 Communication Touchpoint Marketing 40

CSM Practice

MAY 13, 2020

To those of us in customer success, it is even more clear that the pandemic has caused an unprecedented shift that is already affecting our customers, their journeys, their expected business outcomes , and our ability to fulfill them. At CSM Practice, we are following the Covid-19 situation and its impact on customer success closely.

Customer Success 128

Customer Success Customer Centricity Financial Metrics 128

Bold360

MARCH 18, 2020

Within a matter of days, we’ve all had to rethink the way we live our lives and do business as the threat of COVID-19 (coronavirus) hits home. million workers who occupy mostly front-line, customer-facing jobs – and who are seeing major shifts in how they need to provide that service. Many – if not most – schools have closed.

Healthcare 59

Healthcare Contact Center Transportation Innovation 59

ProProfs Chat

AUGUST 21, 2020

Read this blog to learn how you can build an organizational culture around empathy and embrace healthy competition. Putting Yourself in Your Customer’s Shoes. By putting yourself in your customers’ shoes you can better understand their needs and concerns. Clearly, empathy is both prevalent and much-needed for success.

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Culture Net Promoter Score Apparel Innovation 105