InMoment XI
MARCH 26, 2020
This article was originally published here. The coronavirus pandemic has done more than upended how brands communicate with customers—it has completely changed the lives of customers across the globe. The sudden influx of physical distancing, the (hopefully temporary) shuttering of businesses, and general unease about the virus have all reshaped how customers interact with brands virtually overnight.
ReviewTrackers
MARCH 26, 2020
Customer feedback systems and software products are quickly becoming a must-have for organizations of all sizes and across all industries. And for good reason: if you’re hoping to deliver customer experiences that delight in ways that make a positive impact on the bottom line, you must be able to effectively manage customer feedback. Defining customer feedback.
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Beyond Philosophy
MARCH 26, 2020
We are living in troubling times fraught with uncertainty. There are many questions about what comes next in the COVID-19 outbreak. We talked about this in a recent podcast. Many of our clients have been calling us about what to do. Here are ten things we have been telling them. Communicate, communicate, communicate. In times of trouble, it is best to start a dialog with your customers.
ProProfs Chat
MARCH 26, 2020
Hello? Yeah, hi. I was trying to purchase one of your products online and submitted my card details. I see a deduction but I haven’t received a confirmation from your end. Could you please look into this and let me know if my order has been confirmed? Yes, sure. Is it okay if I put your call on hold? . Yeah. Thanks to live chat, the ‘call on hold’ mode during a support request doesn’t daunt anymore.
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
Gainsight
MARCH 26, 2020
Investor Gavin Baker wrote a terrific blog where he shared his thoughts about recurring revenue. In short, you can’t take it for granted that your recurring revenue will, in fact, recur. 5) There is no such thing as truly "recurring" revenue. Some revenue is just more recurring than others. — Gavin Baker (@GavinSBaker) March 20, 2020.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Interactions
MARCH 26, 2020
“Please hold while we connect your call”. Imagine you misplace your debit card. After a few failed attempts to cancel the missing card on a bank’s website and mobile app, you get rerouted to call their customer service line. You buckle up for a long-winded and frustrating experience because you’ve already made multiple attempts to self-serve. A phone call is your last resort at cancellation and ordering a new card to be shipped. .
iPerceptions
MARCH 26, 2020
Staying connected to your customers through customer feedback will help your brand navigate the impact of the coronavirus now, and after we emerge on the other side of the curve.
Eptica
MARCH 26, 2020
Date: Thursday, March 26, 2020 Author: Pauline Ashenden - Marketing Manager Why you must map your channel strategy to your customer demographics. Published on: March 26, 2020. Author: Pauline Ashenden - Marketing Manager Customer expectations are continually rising – particularly when it comes to the service they receive from businesses. Delivering the right level of service across different channels obviously requires you to understand your customers, their needs and requirements.
NICE inContact
MARCH 26, 2020
Every contact center leader climbs a steep hill when trying to meet performance goals within budget. It doesn’t help that it’s hard to find, train, and retain qualified agents. Leaders face markets with historically low unemployment and plenty of competition that offers attractive compensation (e.g., Amazon). Even when they get folks to sign on, training takes too long, and time to proficiency can be even longer… if the agents stay long enough to get there!
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
Bold360
MARCH 26, 2020
The ongoing COVID-19 pandemic is having massive impacts on how companies engage with their customers and employees. No matter how the crisis evolves, customers and employees still expect to receive a high level of service that’s responsive to their needs. Effective response in a crisis requires that companies deploy operational agility in delivering customer engagement and support.
Talkdesk
MARCH 26, 2020
In my previous blog , I stressed the importance of using cloud technology to quickly move call center agents to a safe, work-at-home environment, to continue support for their customers during the coronavirus (COVID-19) crisis. In this blog, I focus on several automation technologies to augment customer support operations that are reeling during this difficult period.
CSM Magazine
MARCH 26, 2020
Ask any dog owner and they will tell you that their dog is more than just a pet, they are a member of the family. From the moment they meet, owners create a lifetime bond, and care for their furry friends. Dog owners will go to great lengths to provide the best food, treats, toys, and especially health and wellness care. Every owner wants to spend as much time as possible with their dog, but busy schedules and commitments can create gaps for hours, leaving dogs by themselves.
Daniel Group
MARCH 26, 2020
Welcome to Success Strategies. We hope this edition of Customer Experience Success Strategies finds you, your family, and staff healthy. We are, too, adjusting to our new socially isolated reality, which will hopefully end very soon. Please see our Business Continuity Update on how we are operating during the Covid-19 crisis. This edition focuses on ways to improve B2B Customer Experience in Sales.
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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,
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SaleMove
MARCH 26, 2020
Enabling Customer Service in Today’s Work From Home Environment Problem: Forced Closing of Business Locations With the recent outbreak of COVID-19 affecting people from all corners of the globe, people’s personal and professional lives have been turned upside-down. With the uncertainty, there is no timeline for when we can resume our daily lives, which has […].
CSM Magazine
MARCH 26, 2020
Ask any dog owner and they will tell you that their dog is more than just a pet, they are a member of the family. From the moment they meet, owners create a lifetime bond, and care for their furry friends. Dog owners will go to great lengths to provide the best food, treats, toys, and especially health and wellness care. Every owner wants to spend as much time as possible with their dog, but busy schedules and commitments can create gaps for hours, leaving dogs by themselves.
SaleMove
MARCH 26, 2020
Enabling Customer Service in Today’s Work From Home Environment. Problem: Forced Closing of Business Locations. With the recent outbreak of COVID-19 affecting people from all corners of the globe, people’s personal and professional lives have been turned upside-down. With the uncertainty, there is no timeline for when we can resume our daily lives, which has sparked a massive increase in employees being instructed to work from home.
Magellan Solutions
MARCH 26, 2020
Hiring a virtual assistant for sales helps in converting leads and bringing in new clients faster. By transferring minor yet important time consuming tasks, your sales team becomes more efficient and productive. . Time is money. And since better sales performance means higher revenue, it assures you of meeting your monthly goals. What is a Virtual Sales Assistant?
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
ProProfs Chat
MARCH 26, 2020
Every company has a unique identity. . They have their own culture, way of dealing with conflicts, and the managerial hierarchy. . But, when it comes to customers, there are very few companies who understand the importance of standing out of the crowd and making customers feel delighted. Take Tesco Express, for example; they have a habit of replying to negative customer posts with smart, witty comments.
NetBase
MARCH 26, 2020
Companies should be focused on their CRM strategies all year round, not just when a crisis like COVID19 strikes and impacts business as usual. Studies have proven that consumers want to buy products and support businesses that give back to the community. But even if your brand is late to the “doing good” party, cause marketing for the Coronavirus is a good place to start!
NICE inContact
MARCH 26, 2020
Our lives have been disrupted, both at home and work. And the rapid pace of information we are getting about COVID-19 worldwide both via traditional news outlets and social media creates an even more heightened sense of concern. COVID-19 is challenging for everyone, and especially for organizations who play important roles in supporting their communities.
InMoment XI
MARCH 26, 2020
The Importance of Listening Imagine a scenario where you just met a new CX colleague for the first time at a conference or other similar professional networking event. The two of you introduce yourselves to one another after which the person you just met launches into a personal story around something personally interesting to them. View Article.
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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.
Optimove
MARCH 26, 2020
Even though marketing has become way more sophisticated and data-driven in recent years, we still see too many organizations that measure their marketing efforts using soft, “proxy” metrics. Measuring campaign efficiency through metrics such as open rates, click-throughs, impressions, and conversions, isn’t truly indicative of performance.
Oracle
MARCH 26, 2020
Spring cleaning season is upon us, and artificial intelligence has made significant strides within the cleaning industry, with much of its focus aimed at producing products for individuals seeking to liberate themselves from the drudgery of a top-to-bottom house clean. According to Statista , the global smart home market is expected to grow to $53.45 billion by 2022.
Beyond the Arc
MARCH 26, 2020
With today’s uncertain times and volatile markets, it’s more important than ever for financial advisors to focus on maintaining client relationships. One of the top reasons people switch advisors is poor communication. Now is a particularly challenging time for everyone, both financially and personally, so you may need to consider new approaches to help clients [.].
Ian Williams
MARCH 26, 2020
#clapforNHS #ClapForOurCarers. #coronaviruscantstopus rocking out. The post THE #CORONAVIRUSCANTSTOPUS CX COLLABORATION CHALLENGE #1 – Drums only #clapforNHS #ClapForOurCarers appeared first on Customer Experience Consulting.
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
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