Wed.Apr 15, 2020

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In this Pandemic, Move How You Listen to Customers—From ASKING to UNDERSTANDING

Customer Bliss

I want to talk about listening, and especially listening to your customers right now. Recently, I’ve received some questions including: Do you stop your surveys? How do you listen? So I want to share my thoughts on six key ways in which we should continue to listen to and communicate with our customers—and our teams. 1. Shift from Validating to Understanding.

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7 Customer Retention Strategies That Work

CSM Magazine

If someone chose your products or services, this doesn’t mean your mission is done. Yes, it is great that you managed to get one more client to your business’s portfolio, but you should also focus on retaining that customer. Why is this so important? Customers that remain loyal to your business will bring in other clients. And no advertising method is more effective than recommendations coming from your existent clients.

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6 Ways To Capitalize On Customer Loyalty

The DiJulius Group

Now is the time to take your customer experience to a completely different level. In the BQ (Before Quarantine) era, the majority of business models were high tech and no touch. As a result of social distancing, we now long for a sense of community, belonging, and purpose, in a world in which people actually. Read Full Article. The post 6 Ways To Capitalize On Customer Loyalty appeared first on The DiJulius Group.

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Put Some Fun Into Serious Business

ShepHyken

The other day I was talking to my friend and fellow customer experience (CX) expert, Dan Gingiss. He shared how he’s seen businesses take something that is either really boring or very serious—or both—and make them entertaining. He gave a great example. In a legal agreement—like the agreements we accept online when we sign up for Spotify or Netflix—there is usually a lot of “fine print.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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Company Culture of Truth: How to Get Employees Speaking With Conviction and Honesty

Michel Falcon Experience

Building a company culture of truth is a key priority for me and something I’m speaking candidly about. This quote summarizes why. “A great leader will provide a safe environment for people to tell the truth. Without truth, democracy, innovation, and trust are compromised.”. I heard coach George Raveling say this and I immediately bookmarked it.

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Navigating the Many Channels of Customer Communication

Ecrion

76% of consumers think business should understand their expectations and needs. Yet how are you going to accomplish this task without setting up the right channels of communication? The truth of the matter is that your customers will have different preferences. From a customer segment that prefers talking through a screen to another that will want direct human interaction, it truly varies.

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Managing Remote Customer Service Teams: 5 Ways to Improve Agent Productivity Today

Playvox

Remote work is anything but a novel concept. Businesses have been steadily moving toward a work from home model for years now. With the ever-shifting nature of our world right now, where remote work has accelerated during March and April of 2020, it will only become a more prevalent transition to keep remote teams socially close.

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20 Effective Email Management Tips Trending in 2020

ProProfs Chat

We were in a discussion at ProProfs about utilizing working hours productively, and that’s when one of the team members mentioned that he spends about 40% of his time checking and managing emails. This was actually alarming, as 40% is a significant amount of time. That’s when we realized that as an organization, we need to work on the overall email management skills if we want to boost productivity levels. .

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The Customer Experience Summit Is Coming Soon

Kustomer

Things have changed. We all understand that. Customer service and customer experience organizations are not operating like they were just one month ago. Teams are not simply thinking about great customer service anymore, they are thinking about working remotely, doing more with less, and building customer loyalty more so than ever before. With all of these problems, we know that the desire to come together as a community to learn has not changed.

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The 2023 Verint Experience Index: Retail

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

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Puzzel Acquires U-WFM to Add Employee Engagement and Scheduling Suite

CSM Magazine

Puzzel, a leading European Contact Center as a Service (CCaaS) provider, has announced the acquisition of U-WFM a leading provider of workforce management and optimization software. Headquartered in Sheffield, U.K., and with customers across the U.K., U.S. and Australia, U-WFM’s solution gives its customers the ability to forecast demand, monitor adherence, and optimize their contact center operations for companies of all sizes and across any industry vertical.

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The Ultimate Customer Experience Summit Is Coming Soon

Kustomer

Things have changed. We all understand that. Customer service and customer experience organizations are not operating like they were just one month ago. Teams are not simply thinking about great customer service anymore, they are thinking about working remotely, doing more with less, and building customer loyalty more so than ever before. With all of these problems, we know that the desire to come together as a community to learn has not changed.

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Five Quality Management Problems — Solved by Analytics

NICE inContact

If your contact center has yet to implement analytics and you’re eager to improve quality management performance, now may be an ideal time to implement this strategic technology. Hoping for stronger quality outcomes? Infusing analytics into your quality management process can pave the way to solutions in a systematic, simplified way.

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A practitioner’s guide to ABM during a recession

Hero Digital

As of the time I’m writing this, there are over 2.5 billion search results for “account-based marketing.” So, what on earth could I say about it that hasn’t already been said? The thing is, most of that content was written by either ABM technology companies or analysts — people who work around ABM. They may advise brands and help clients get started with account-based strategies, but their business is selling you ABM.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Highlights from Delta ’20: The Virtual Customer Validation Conference

Centercode

With 18 speakers and over 400 attendees, Delta ’20: the Virtual Customer Validation Conference made one thing clear: even in uncertain times such as these, the CV industry is enthusiastically pushing forward. Over the course of three half-days in April, customer testing professionals from all over the world gathered together virtually to exchange ideas, ask questions, network, learn from industry leaders, and brainstorm solutions for increasing the performance of their programs.

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Five Quality Management Problems — Solved by Analytics

NICE inContact

If your contact center has yet to implement analytics and you’re eager to improve quality management performance, now may be an ideal time to implement this strategic technology. Hoping for stronger quality outcomes? Infusing analytics into your quality management process can pave the way to solutions in a systematic, simplified way.

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Targeting business buyers at home

Hero Digital

The global COVID-19 pandemic has created a wide range of new business challenges for B2B companies. One of the most under-recognized among them stems from our spontaneous transition to working remotely — and no, I’m not talking about barking dogs or bored kids. I’m talking about the impact on paid media programs. Most B2B brands are trying to reach specific stakeholders at a subset of companies within limited industries.

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March Community Highlights

Lithium

Almost a month has passed since Khoros entered a company-wide work from home initiative. We are happy to report Khoros has not slowed down and we are still here to keep you moving forward and all ways connected. @ JacobBo produced an excellent source of information regarding Best Practices for Community Management in a Crisis. The information didn’t stop there, the conversation continues for Khoros customers in our Group Hub for Crisis Management Tools !

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The Open CCaaS Advantage Report

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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Keep your customers close with ABM

Hero Digital

Like most of us, your clients are in uncharted territory. COVID-19 has turned life as they know it upside down. They’re nervous and uncertain about how to move their businesses forward — and competitors are taking advantage, dangling special offers and lower-cost alternatives to lure them away. “We must change our mindset from winning more to losing less.” This is now an “all hands on deck” situation, and Marketing is uniquely positioned to support these efforts in a variety of ways

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Work from home: 3 tips for a successful telecommuting strategy

SMG CX

With the sudden rise in employees working from home, many organizations are navigating unchartered territory and adjusting to a “new normal” workday. This abrupt pivot is even more complicated when you consider factors like children at home and partners also in the household telecommuting for their jobs.

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Brand Move Roundup – April 15, 2020

C Space

The Brand Move Roundup – April 15, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. We started this series of brand updates on March 12, but the reaction has been so positive, and the crisis so fast-moving, that we’re going to move to a continuously updated rolling news format from now until it’s all over (hopefully soon).

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The 10 super skills that CX managers must possess - and how to develop them

MyCustomer

Engagement The 10 super skills that CX managers must possess.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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Open Banking in Australia: Where Are We Now?

Forrester's Customer Insights

Quite a lot has happened since 2020 started. As Australian banking leaders roll out initiatives to help consumers and small business owners cope with the fallout from the coronavirus, they also face an impending deadline: to make consumer data available by July this year. Although open banking was announced two years ago, most Australian banks […].

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How Long Are Customers Willing to Wait?

Brad Cleveland Blog

With much of the world on lockdown due to the current COVID-19 crisis, contact centers are grappling with both increased workloads and staffing challenges. One helpful framework — now and in more normal times — is to understand the factors that affect customer tolerance for queues.

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Go Beyond Surveys To Measure CX

Forrester's Customer Insights

Getting decent survey response rates is hard and getting harder for CX professionals. That means you need to start mining other data that can give you a sense of the quality of the experiences your customers are having.

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How Long Are Customers Willing to Wait?

Brad Cleveland Blog

With much of the world on lockdown due to the current COVID-19 crisis, contact centers are grappling with both increased workloads and staffing challenges. One helpful framework — now and in more normal times — is to understand the factors that affect customer tolerance for queues.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the