Kerry Bodine
MARCH 18, 2020
Hoo boy. It’s crazy out there. But you — yes, YOU — have an amazing opportunity to support both your fellow humans and the organization you work for. You have an opportunity to make changes to your offerings and your customer experience today that will: Support your customers’ wildly changing needs and expectations, Drive crucial revenue in the short term, and.
Heart of the Customer
MARCH 18, 2020
We’ve been in customer experience quite a while now. To paraphrase Liam Neeson – we have a very particular set of skills, skills we have acquired over very long careers. And we’d like to use what we know to help you help your customers when so much is out of your control. Below are five […]. The post 5 virus-related CX tips you need TODAY appeared first on Heart of the Customer.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Totango
MARCH 18, 2020
Dear Totango Community, In these unprecedented times, I wanted to personally reach out to you to express our concern and support for you, your families and your businesses. We at Totango will continue to be here to support you for whatever you need, personal or professional. Please simply reach out and let us know what we can do to help. The safety of our employees and community is of paramount importance to us and as such we’ve taken steps over the last few weeks to protect all – ce
Customer Bliss
MARCH 18, 2020
In this time of Coronavirus…let goodness prevail, instead of fear. Let kindness and grace be our first instinct. Let trust and respect become translated now into our business lives. These will lead to every kind of prosperity on the other side of this pandemic. Growth through admirable acts will define companies and people now. I was struck by this beautiful gesture of humanity in the Italian city of Siena.
Advertisement
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.
CX University
MARCH 18, 2020
With all the office buildings and school closures resulting from COVID-19, many businesses are transitioning from traditional to distributed office spaces. Workflows, and more importantly, relationships, may need to be managed differently to maintain productivity and exemplary customer service. The symbiotic link between employee engagement and customer experience is not new or questioned.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Eptica
MARCH 18, 2020
Date: Wednesday, March 18, 2020 Author: Tom Walmsley - Business Development Manager How Montblanc is using interactive self-service to empower customers and deliver a hand-crafted customer service. Published on: March 18, 2020. Author: Tom Walmsley - Business Development Manager Delivering superior customer service requires balancing resources and channels to meet the full range of consumer needs.
Beyond Philosophy
MARCH 18, 2020
Shark attacks have overblown importance compared to how often they occur. But since TV and movies have made so much of these rare, and rarely fatal events, we are sure we will be the next victim. These unlikely worries are the result of a psychological phenomenon called the Availability Heuristic. This episode of the Intuitive Customer explores the Availability Heuristic and how it can help your brand promote customer-driven growth.
Call Experts
MARCH 18, 2020
As most organizations, cities, and states continue to prepare for Coronavirus (COVID-19), Americans are being forced into remote work environments, working from home, oftentimes, alongside their family. Without much preparation, many people are abruptly having to adjust to new ways of operating, managing and planning for life. Also, for working parents, there is the added pressure of school and daycare closures.
Feedbackly
MARCH 18, 2020
The world is going through an unprecedented and rapid change due to Coronavirus (COVID-19). Businesses are being forced to take extreme measure in order. Source.
Advertisement
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
The DiJulius Group
MARCH 18, 2020
The Incredible Opportunities out of the Coronavirus Crisis in your Personal Life By now we should all be well aware of what we need to do and avoid doing to stay healthy. However, constantly checking headline news and social media during times like this can become an unhealthy addiction. As well as making it the. Read Full Article. The post The Incredible Opportunities out of the Coronavirus Crisis in your Personal Life appeared first on The DiJulius Group.
ShepHyken
MARCH 18, 2020
The phone rings. A customer service representative answers the phone and hears about a problem a customer is having. It may be the first time the company hears about this particular problem, but it isn’t when the problem occurred. It occurred before the customer called. The big question is… how long before the customer called did the problem occur? Maybe it happened two minutes ago—or maybe it was two days ago.
Myra Golden
MARCH 18, 2020
If you and your customer service employees are stuck at home like most of us, it can be a fantastic time to jump into the professional development training you’ve been putting off. We have some free and low-cost ways to improve the sound, flow, and feel of your customer interactions. Our remote training options ensure your employees go back to work fully prepared and inspired to express the soul of your brand, and assured in their ability to handle challenging customers.
Customers That Stick
MARCH 18, 2020
Are Customer Reviews Reliable? This is an age old question, or at least as old as the internet itself. The answer is simple. Yes, no, and maybe. If you’ve studied statistics at all, you may have heard of something called statistical significance. That means there is enough of a sample set enough data that the data can be judged as being a fairly good indication of the truth.
Advertisement
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,
.png)
Oracle
MARCH 18, 2020
Excerpted from The 2020 Guide to Digital Commerce. When it comes to attracting, converting, pleasing, and retaining customers (both online and off-line), the sands are constantly shifting. In today’s retail environment, customers expect nothing less than a seamless shopping experience, regardless of whether they’re standing in line at a big box store, or clicking “buy now” on a mobile device from the comfort of their couch.
Comm100
MARCH 18, 2020
Since the emergence of COVID-19, its impacts have been wide-spread and hard-hitting. However, it is not only our individual health that stands at risk to this epidemic. It’s also posing threats to the health of businesses, with many small businesses bearing the brunt. While governments try to contain the risk to public health, nearly a quarter of small business owners are already saying that the coronavirus outbreak is negatively impacting them.
ShepHyken
MARCH 18, 2020
The phone rings. A customer service representative answers the phone and hears about a problem a customer is having. It may be the first time the company hears about this particular problem, but it isn’t when the problem occurred. It occurred before the customer called. The big question is… how long before the customer called did the problem occur? Maybe it happened two minutes ago—or maybe it was two days ago.
Comm100
MARCH 18, 2020
COVID-19 has had a wide-spread and hard-hitting impact on everything and everyone. It’s not only our individual health that’s at risk (to be sure, this is the most important consideration); the health of businesses – especially small businesses – is under siege. While governments try to contain the risk to public health, nearly a quarter of small business owners are already saying that the coronavirus outbreak is negatively impacting them.
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.
PK
MARCH 18, 2020
For customers, there’s nothing worse than having to wait in line. The recent footage of Costco and other big-box stores with lines of customers stretched around the block would raise anybody’s blood pressure. Lines like these while exaggerated by our current health crisis are not just a problem of the moment. Retailers are losing nearly $40 billion a year to long lines.
Education Services Group
MARCH 18, 2020
You’ve likely heard that Customer Success was born out of the subscription economy, and new market needs of subscription customers. This is 100% true. This also means that CS is primarily referenced with some level of connection to SaaS. But just because CS originated within SaaS does not mean that it only applies to businesses with an ‘as-a-service’ business model.
Daniel Group
MARCH 18, 2020
To Our Valued Clients: On behalf of The Daniel Group, we hope this note finds you, your families, and your businesses safe and well. As we enter uncharted territory for the North American and global economies due to the impacts of the novel coronavirus, we are providing the following Business Continuity Update. The Daniel Group plans to support your critical customer experience feed back programs with no interruptions or changes to the service quality levels you’ve come to expect from us.
MyCustomer
MARCH 18, 2020
Engagement 3 steps to improving CX in the middle of COVID-19.
Advertisement
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.
C3Centricity
MARCH 18, 2020
Marketing is a great profession and the marketing 5Ps is the code by which we live. I’ve worked in or with marketing teams for almost my whole career and I am passionate about brand building. From the outside, others see marketers as those who come to work late and seem to party all night. They always seem to be watching TV or jetting off to exotic places to talk about advertising!
SurveySparrow
MARCH 18, 2020
Swipe, scroll and click. That’s how easy it is for the customers to purchase something today. It is therefore imperative to have an impactful virtual space for business in this hugely digitized era. Well, seems like the business world has indeed realised this fact as more and more businesses are trying to establish their online presence with each passing day.
inSided
MARCH 18, 2020
As almost all in-person events are cancelled in the wake of the Coronavirus (Covid-19), there has never been a more important time to stay connected. In these difficult times, online engagement is vital to keep people informed and help people stay connected with each other. It can be very comforting to know that while your community stays at a distance, your online community has never been more bustling and eager to interact.
C Space
MARCH 18, 2020
We’re All Preppers Now. Prepping – hoarding, or just stocking up for a potential long period of isolation – has suddenly gone from an odd niche enthusiasm to a common behavior. We dug into our consumer insights to find out what that means to people right now, and what it might point to in the future. Tweet. Joe Stubbs, VP, Global Brand/Marketing Director and Aidan Borer, Director, Service Innovation & Solution Design.
Advertisement
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.
Expert insights. Personalized for you.
116 
Let's personalize your content