Totango

NOVEMBER 8, 2021

The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. This accelerated a digital-first customer success transformation that was already in motion before the pandemic. Why Do You Need to Elevate Customer Experience? What Does It Take to Elevate Customer Experience?

Brands 104

Brands Customer Experience E Commerce E-support 104

Calabrio

NOVEMBER 25, 2020

In fact, the pace of change is only accelerating affecting nearly every facet of our lives, from how we bank, shop and socialize to how we respond to a pandemic. Contact centers have to adapt and continuously evolve in order to meet customer expectations. More than half a century later, his lyrics couldn’t be more relevant.

Contact Center 52

Contact Center Blog Banking Competitive Advantage 52

BlueOcean

MARCH 31, 2022

If you’ve been a reader of Blue Ocean’s blog for any length of time, you probably know we love sports and particularly baseball. Companies of all sizes can benefit from workforce planning that puts exactly the right resources in place at the right time, doing the right things to deliver on an excellent customer experience.

Contact Center 296

Contact Center Sports Management Customer Care 296

Kustomer

JUNE 27, 2022

In a post-pandemic world, consumers have undergone an inadvertent shift in mindset and expectations surrounding customer experience (CX). Today’s consumer, as a result, finds great benefit in a hybrid customer experience that combines the spark of human communication and the convenience of sophisticated digital assistance.

Consumers 104

Consumers Customer Experience Social Media Poor Customer Service 104

Totango

NOVEMBER 8, 2021

The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. This accelerated a digital-first customer success transformation that was already in motion before the pandemic. Why Do You Need to Elevate Customer Experience? What Does It Take to Elevate Customer Experience?

Brands 86

Brands Customer Experience E Commerce E-support 86

Bill Quiseng

MARCH 1, 2021

Believing in this mantra for years, as an avid reader of the books by Dr. Joseph Michelli, I have learned so much about delivering the World’s Best Customer Experience through his insight starting with his book, The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary. What is the purpose of my business?

Books 148

Books Leadership Hospitality Consulting 148

Totango

NOVEMBER 8, 2021

The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. This accelerated a digital-first customer success transformation that was already in motion before the pandemic. Why Do You Need to Elevate Customer Experience? What Does It Take to Elevate Customer Experience?

Brands 83

Brands Customer Experience E Commerce E-support 83

Beyond Philosophy

JULY 2, 2020

” Some organizations out there concerning the pandemic (and maybe other things, too) are falling into that third category. There’s a silver lining in everything, even this pandemic. Delta is a large, successful airline that has been comfortable for some time now. We discussed this subject in a recent podcast.

Customer Experience 195

Customer Experience Airlines 2020 Presentation 195

Chadwick Martin Bailey

OCTOBER 26, 2020

Let’s start with the global pandemic. Like everyone, my household has had to adapt drastically in the face of a pandemic. Our use of streaming video apps is much higher now, and it’s unlikely to go back to pre-pandemic levels long after the pandemic is gone. Answer : Massive disruption as we know it.

Entertainment 124

Entertainment Technology Connections Consulting 124

Totango

JULY 15, 2021

The role of a Chief Customer Officer (CCO) is a fairly new addition to the C-suite, but it has been on the rise over the past several years as companies are better understanding the importance of creating a customer-centric culture within their organizations. So, what does a Chief Customer Officer do and why is this role so important?

Chief Customer Officer 124

Chief Customer Officer Customer Centricity Loyalty Programs Customer Success 124

Beyond Philosophy

JULY 7, 2022

One of the features of The Intuitive Customer podcast is “I’m in a Pickle,” where listeners come to us with business problems that they would like our advice on solving. We had a pickle about the future of brick-and-mortar after the pandemic that I thought I would share with you, too. Retail is Back, But Different.

Retail 160

Retail Online Experience Interaction Technology 160

ShepHyken

JUNE 28, 2021

Each week I read many customer service and customer experience articles from various resources. America’s Best Customer Service Companies by Newsweek. Newsweek) Newsweek has again partnered with respected global data research firm Statista to identify the stores that consistently provide the Best Customer Service 2021.

2021 145

2021 Article Customer Service Government 145

ChurnZero

SEPTEMBER 23, 2022

Searches for customer retention peaked in early 2022. . Searches for customer churn neared their all-time high around the same period. . The pandemic. Companies couldn’t rest on their laurels; it was hold onto their customers or float into the abyss. . Unfortunately, there wasn’t a page in the playbook to turn to. .

Customer Success 98

Customer Success 2022 Customers 2017 98

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

ChurnZero

JANUARY 11, 2024

Most company budgets that earmark dollars for customer success intend for it to go towards headcount. We’ve conducted an annual survey of customer success leaders for four consecutive years. One of the questions we ask is about customer success budget. 2023 customer success budgets Economic context: U.S.

2023 52

2023 2022 Webinar Leadership 52

ShepHyken

JANUARY 18, 2021

Each week I read a number of customer service and customer experience articles from various resources. 21 Tips for 2021 Customer Experience Excellence by Lynn Hunsaker. ClearAction) Here are 21 tips for achieving 2021 customer experience excellence in these areas and beyond. Here are my top five picks from last week.

2021 128

2021 Article Customer Service B2B 128

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Query volumes spiked as customers (and companies) faced unprecedented problems, placing huge stress on customer service agents.

2022 85

2022 Customer Service Omnichannel 2021 85

Eptica

OCTOBER 16, 2020

Author: Pauline Ashenden - Demand Generation Manager Lockdowns caused by the pandemic led to contact centres switching to remote working for their agents, often overnight. You might also be interested in these posts: Key to profitability - how UK customer experience is changing over the long-term. Share this page on: Tweet.

Call Recording 113

Call Recording 2020 Innovation Interaction 113

TechSee

JUNE 10, 2021

Absolutely, your customers aren’t happy to wait for service. Of course, in-person contact puts employees and customers at risk. This blog challenges that status quo. It’s no secret that truck rolls are a necessary evil for the service industry. Yes, they cost a lot. Sure, they divert your workforce from more strategic tasks. .

Innovation 207

Innovation 2025 Transportation Consumers 207

Lithium

MARCH 5, 2024

If you still need to sign up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. Sign up today !

2024 52

2024 Social Media Roadmap Webinar 52

Eptica

FEBRUARY 5, 2021

Author: Pauline Ashenden - Demand Generation Manager The last year has transformed contact centres, with the majority forced to switch to remote working due to pandemic lockdowns. Looking forward, the world of work has changed forever, leading to a need for a hybrid working model within customer service.

2021 72

2021 2020 Blog Technology 72

Customer Bliss

JUNE 8, 2020

Recently, I was joined by Yamini Rangan, chief customer officer of Hubspot for a LIVE version of my podcast, the Chief Customer Officer Human Duct Tape Show. In your experience, what’s been your biggest challenge regarding disruption to the company culture toward a more customer centric or customer enlightened one?

Chief Customer Officer 210

Chief Customer Officer Customer Centricity Financial Culture 210

Totango

OCTOBER 2, 2020

The unpredictability of an economic downturn, such as the continuing COVID-19 pandemic, can introduce uncertainty into the relationship between you and your customer. Sudden and unexpected external forces beyond the control of either of you can also lead to unanticipated customer behavior. Establishing Customer Status and Goals.

Customer Retention 118

Customer Retention Customers Communication Metrics 118

Beyond Philosophy

JULY 9, 2020

A genuine effort to understand your customers’ emotions is essential to your Customer Experience design. Also, when you can segment based on customers’ behavior and the needs the behavior indicates, you can customize your experience to appeal to each segment. My oldest daughter has a new baby.

Presentation 162

Presentation Customers Consulting Insights 162

Totango

MARCH 30, 2021

For one thing, how would you scale your customer success operations quickly enough to meet the demand that this type of growth requires? Watch the Webinar: Steps to Scale Your Customer Success Operations Overnight. 8 Steps for Scaling Customer Success. Plan strategically in order to scale successfully.

Customer Success 118

Customer Success Webinar 2020 Customers 118

Totango

JUNE 30, 2020

Communication during a crisis is about protecting your core asset, your customers. The digital transformation of business has shifted enterprise focus toward customer retention and the pursuit of long-term value. Challenges such as the ongoing COVID-19 pandemic only reinforce the importance of keeping the customers you have.

Communication 126

Communication Webinar Metrics Customer Retention 126

Totango

DECEMBER 6, 2021

What 2021 Taught SaaS Businesses about Customer Success. As the business world adapted to the challenges of 2021, SaaS companies re-examined what customer success means in today’s digital-first environment. First, we’ll look at how the flywheel model has redefined our understanding of the customer journey.

2022 93

2022 Insights 2021 E Commerce 93

ShepHyken

JULY 26, 2021

Each week I read many customer service and customer experience articles from various resources. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR workers surveyed by consulting firm Eagle Hill said that the employee experience impacts their ability to serve customers.

Article 105

Article 2021 Customer Service Contact Center 105

ChurnZero

JANUARY 25, 2024

How will customer success jobs, and the skills they require, evolve in 2024? With technology advancing and customer expectations rising, customer success has become an essential force driving business growth and customer loyalty within the SaaS industry.

2024 52

2024 Customer Success 2023 Leadership 52

Eptica

MAY 28, 2021

Date: Friday, May 28, 2021 Author: Pauline Ashenden - Demand Generation Manager How Housing Associations can transform customer service in 2021. Author: Pauline Ashenden - Demand Generation Manager Customer satisfaction is a key metric for Housing Associations – and the focus on customer service is increasing post-pandemic.

2021 72

2021 Customer Service Customer Satisfaction Metrics 72

Daniel Group

FEBRUARY 3, 2021

It is time to link the two for business success and happy customers! Studies show that 86% of customers will pay more for better CX ( Smart Insights ). In my recent blog, Why CX and Marketing Go Together—Now , I outline the benefits of combining these efforts for your business. Do happy customers refer more?

Marketing 115

Marketing 2021 Reference B2B 115

One Millimeter Mindset

APRIL 6, 2021

As you emerge into the post-pandemic global business ecosystem, soft skills are mission-critical to communicating cross-functionally. These collaboration skills are the keys to your professional success. First, here are three blog posts about soft skills I would like you to reflect on. First, how will you talk the talk?

Leadership 77

Leadership Consulting 2020 Communication 77

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. When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. Drive Agent Satisfaction to Drive Customer Loyalty.

Call Center 98

Call Center Contact Center Webinar 2021 98

Beyond Philosophy

AUGUST 11, 2022

Many of my followers weighed in with their own experiences that tell a truth that is hard to swallow, the world has changed for good, but it’s not good for customers. She thinks customer service is out the window and that getting a good experience is a pleasant change from the usual. It turns out I am not alone in my assessment.

Airlines 146

Airlines Net Promoter Score Culture Travel 146

Totango

JUNE 26, 2020

The COVID-19 pandemic increased the risk of customer churn across almost every industry. COVID-19’s effect on customer churn may have already begun, but there is still plenty you can do to increase customer engagement and retain the customers you have worked hard to win. What Customer Success Can Do.

Customer Retention 92

Customer Retention Telecommunications Communication Customer Success 92

Upstream Works

NOVEMBER 30, 2022

The pandemic has impacted every aspect of our lives, and the contact center is no exception. There have been several implications in this space that compound each other, with the net result being a more challenging environment for all forms of customer service. In the early stages of the pandemic, business conditions became very fluid.

Contact Center 78

Contact Center Customer Experience 2023 Customers 78

Upstream Works

NOVEMBER 30, 2022

The pandemic has impacted every aspect of our lives, and the contact center is no exception. There have been several implications in this space that compound each other, with the net result being a more challenging environment for all forms of customer service. In the early stages of the pandemic, business conditions became very fluid.

Contact Center 78

Contact Center Customer Experience 2023 Customers 78