C3Centricity

MARCH 31, 2020

How can some companies get customer service so wrong?! This week I have a longer post than usual, but one that will make you smile, if not laugh out loud. It describes one recent personal example of disinterested client support, from which I have drawn seven learnings for everyone wanting to deliver awesome customer service. I can’t understand why any organisation would still have trouble offering superior customer service when there are so many great examples they merely have to copy.

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Customer Service 2002 Customers Document 71

Experience Investigators by 360Connext

MARCH 31, 2020

Another week, another glimpse into the uncertain. Many of us are working from home, managing remotely at the same time as managing our family’s needs and our own physical and emotional health. We will get through this. And right now your customers are looking to you for exactly how they can get through this, too. Your customer experience team is looking to you, also.

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Customer Experience Communication Definition Customers 162

Beyond Philosophy

MARCH 31, 2020

Just over a decade ago, just as the world was coming out of the deepest recession since the Greatest Depression, we carried out significant research across the globe with the largest container shipping company in the world. We repeated the research a year later when the economy was in full speed recovery mode and while some key drivers remained the same we found a noticeable and consistent change in every model we ran.

E Commerce 200

E Commerce Airlines Hospitality Travel 200

GetFeedback

MARCH 31, 2020

How to properly use artificial intelligence (AI) to personalize the customer experience.

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Customer Experience Customers Article 220

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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.

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TechSee

MARCH 31, 2020

Ensuring business continuity and the safety of employees and customers is top of mind for companies delivering essential services across industries such as utilities, medical technology and telecommunications. These are lifelines for millions of people and in field service, COVID-19 represents a unique challenge. With so many people currently at home – whether on a voluntary or mandatory basis – customers are likely to experience more issues than usual and need far more support.

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E-support Telecommunications Travel Contact Center 145

One Millimeter Mindset

MARCH 31, 2020

Virtual meetings create a tremendous opportunity for everyone to co-create virtual stories. Together. Stories which support one another and the clients we serve. What are your stories? What are your experiences? Consider that we now experience a continuous, epic story which is everyone’s common denominator: across job titles, pay grades, levels of education, generations and professional disciplines.

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Books Consulting Culture Innovation 86

Gainsight

MARCH 31, 2020

If you’ve been following customer success blogs recently, a lot has been said and written about how to communicate better and consistently in times of crisis like the one we’re all going through. In these uncertain times, companies (rightly so!) are keeping close tabs on their expenses and cash. Based on research done by Gainsight as well as a few other companies with CEOs, CROs and CCOs, 65–80% of companies have frozen hiring for the next few months and 30–45% have frozen hiring and backfills

Customer Success 85

Customer Success E Commerce E-support NPS 85

Totango

MARCH 31, 2020

Hi, In the last two weeks we have all acclimated to a new reality where we have to work from home, meet online with our colleagues and learn how to drive every aspect of our life: fitness activity, meeting friends, school, etc., all online. The way we meet face-to-face changed, and very quickly, we learned to do everything remotely. Now, you must focus on locking in your core business, your current customers.

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NPS Loyalty Programs Metrics Customers 77

ShepHyken

MARCH 31, 2020

The Customer is Your Bottom Line. Creating Purpose for Your Employees and Your Business. Shep Hyken interviews Horst Schulze. They discuss his book, Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise , and strategies for hiring the right team, building the right service vision and delivering an unparalleled customer experience.

Hotels 64

Hotels Customer Satisfaction Loyalty Leadership 64

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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

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ChurnZero

MARCH 31, 2020

7 Key Takeaways from ‘Fortifying Customer Relationships During COVID-19’ Webinar. During this time of economic instability, it’s critical that Customer Success teams protect and provide business continuity to their customers. We held a panel discussion with Customer Success leaders and our customers to share advice from the trenches as they navigate this period of unprecedented uncertainty.

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Webinar Customer Relationships Leadership Customer Success 72

Oracle

MARCH 31, 2020

Distance learning and online educational tools are becoming a necessity among families worldwide, as schools move to online instruction and a myriad of apps, video content, streaming options, and digital resources become available to make productive use of at-home time. Here are 4 ways parents can utilize technology in distance learning, along with a variety of popular resources for educating and entertaining the little ones.

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Social Media Entertainment Sports Books 70

Totango

MARCH 31, 2020

COVID 19 has forced businesses to quickly adapt and explore new ways of working. Leaders need to act fast and act now to ensure your team and business can navigate through the change. Take a much closer look at your customers and their exposure to COVID-19 and implement the necessary action in your business to not only survive during these unprecedented times but also thrive and innovate.

Leadership 81

Leadership Webinar Innovation Communication 81

CSM Magazine

MARCH 31, 2020

EBI.AI, one of the most advanced Artificial Intelligence (AI) labs in the UK, has launched a brand-new bot designed to help companies manage the increased and fluctuating number of customer calls caused by the current Coronavirus emergency. Free of charge and available immediately, CoronaBot is pre-trained to answer the most commonly asked questions during challenging times to take pressure off organisations with growing contact volumes and shrinking frontline teams such as ‘Are you operating no

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Automotive Transportation Travel Insurance 59

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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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Guavus

MARCH 31, 2020

One can think of only a few things that are unimpacted by the COVID-19 situation. But to be honest, I even struggle to put my finger on those few things. Let’s face it, most aspects of our lives have now changed, and it doesn’t look like we’ll return to normal anytime soon. Clearly, social distancing and self-isolation mean that telecommunications has become an elevated essential service, which of course, begs the urgent question: how will communications service providers (CSPs) meet the challen

Communication 83

Communication Social Media Sports Events 83

CSM Magazine

MARCH 31, 2020

In these uncertain times it is important to keep your customer at the heart of what you do. To deliver exceptional customer service and inspire loyalty you need to create an internal culture that emphasises this. As a CS leader, you need to keep your finger on the pulse both in terms of best practice and the innovations driving change. We at Incite Group by Reuters Events have brought together visionaries from BT, Butternut Box and Customer Service Culture for a free webinar (10am GMT April 8th)

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Webinar Customer Focused Exceptional Customer Service Culture 52

MyCustomer

MARCH 31, 2020

Download this Research. Lead goal. 200. TM Form. Not a TM Form. Internal or External. Internal. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource. MyCustomer's latest research explores the professionals managing today's CX programmes, examining their skills, roles and remits.

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2020 Download Customer Experience Management 72

CSM Magazine

MARCH 31, 2020

Organizations depend on a happy customer base for sustainable growth and long-term success. Delivering the best possible customer service starts with establishing a culture that puts employees and customers first. Building a strong company culture takes time, work, and long-term commitment from all levels of a company, beginning at the top. Future employees will inherit the behavioral norms and expectations created by their founders during the early stages of the company.

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Culture 2014 Customer Satisfaction Customer Success 52

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.

Customer Insights

Strikedeck

MARCH 31, 2020

Cairo Amani talks about some essential traits that all Customer Success Leaders should adopt.

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Customer Success Customers Customer Engagement Engagement 66

CSM Magazine

MARCH 31, 2020

As a business, excellent customer service should be your number one concern. When distributing your goods and services, customers may submit complaints on a product if its quality doesn’t meet their needs and expectations. As a business, it’s your duty to respond to these complaints immediately and appropriately. The type of response you give can be the difference between retaining your customers and them going elsewhere.

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Insurance Document Consumers Feedback 52

InMoment XI

MARCH 31, 2020

The Results Are In The UK Consumer Study produced by Bain & Company in partnership with MaritzCX is the first comprehensive annual survey of major UK industries and sub-industries, including Automotive, Travel, Logistics, Utilities, Technology and Media. The Study includes over 110,000 individual brand responses that cover 198 UK consumer brands.

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Consumers Automotive NPS Travel 295

Kustomer

MARCH 31, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe Larsen invites Dr. Merilee Larsen to discuss the essential and non essential things we need in this time of crisis and how we can be prepared. Merilee is the Assistant Professor at Utah Valley University. Her background is in disaster thinking and education. She has been at Utah Valley University for 20 years and within that time, she has switched from Emergency Medical Services to Public Health.

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Definition Social Media 2004 Travel 52

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InMoment XI

MARCH 31, 2020

With everything going on in the world, many workplaces are making the switch to having their employees work from home. And as nice as it sounds to get to stay home all day, it can take quite a toll on physical and mental health when routine changes. It can feel like you’re navigating new waters, View Article.

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Article 260

Ian Williams

MARCH 31, 2020

#CORONAVIRUSCANTSTOPUS CX COLLABORATION CHALLENGE!! #clapforNHS #ClapForOurCarers. It started with me defiantly bashing a rhythm on the drums as a message of hope that the coronavirus will not win but then began to evolve. James Dodkins laid down an awesome heavy rock guitar track, I added some backing vocals & now we have Bentaro Rifferashi adding an amazing bassline.

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CEM Consulting Customer Experience Customers 52

Advantage Communications

MARCH 31, 2020

As we continue to take measures that curb the spread of COVID-19, employers across North America are recommending that their employees practice social distancing and self-isolation.

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Customer Service Management Measurement Customers 52

PK

MARCH 31, 2020

5G is one of the hottest topics in the telecom industry today. We hear that major carriers are rolling out 5G in select locations across the country and that most carriers plan to have operational 5G networks within the next several years. But the promises of lower latency, higher capacity and greater speed will be put to the test in the customer experience.

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E-support Telecommunications Connections Travel 52

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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.

Customer Engagement