Totango
SEPTEMBER 1, 2020
To paraphrase the famous saying, there are only two things that are certain in business: churn and taxes. While it is impossible to completely avoid either, there is much you can do to limit the impact of both. And, in the case of churn at least, by learning from what you cannot avoid you can prevent yourself from suffering any loss that will do real harm.
Alida
SEPTEMBER 1, 2020
Health care is no longer different than many consumer-driven industries in that it’s not immune to disruption. In health care, delivering a patient experience that meets—even exceeds—expectations is just as critical as a good customer experience in retail.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
ReviewTrackers
SEPTEMBER 1, 2020
Facts and Figures About Yelp. Yelp is one of today’s most popular online review sites, with the unique power to influence purchase decisions and consumer behavior. Founded in 2004, it has also become one of the top digital platforms for businesses looking to improve their online reputation, enhance their search engine visibility, engage with potential and existing customers, and drive more people to their business locations.
Alida
SEPTEMBER 1, 2020
Health care is no longer different than many consumer-driven industries in that it’s not immune to disruption. In health care, delivering a patient experience that meets—even exceeds—expectations is just as critical as a good customer experience in retail.
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.
Integrity Solutions
SEPTEMBER 1, 2020
With people working remotely and dealing with professional and personal stresses alike, leaders are recognizing the value of collaborative learning. Investing in the workforce and keeping people engaged and growing is an effective way to walk the talk of those repeated value statement phrases about people being a company’s most important asset. by Steve Schmidt.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
McorpCX
SEPTEMBER 1, 2020
Entrepreneurs and startups intuitively understand the need to connect their products and services to the needs of the market—because if you haven't identified a specific need and aligned your offerings to meet it, you have little chance of success.
Team Support
SEPTEMBER 1, 2020
This article was originally published Aug. 28, 2020 at 3:56pm EDT to Dallas Business Journal. As Pete Khanna interviewed with TeamSupport before he became CEO, there were no in-person chats. Instead, it was all handled over videoconferencing, a new experience for him amid COVID-19. [“In my mind, you actually had more quality interactions during this process than you had in the past, because back then, people felt like you only had a certain amount of time to cover a lot of information, and they
ShepHyken
SEPTEMBER 1, 2020
Building an Authentic Company Culture. Aligning What You Believe, What You Say and What You Do to Create Excellence. Shep Hyken interviews Robert Glazer , Founder and CEO of Acceleration Partners. They discuss lessons from his new book, Friday Forward: Inspiration & Motivation to End Your Week Stronger Than It Started , including how companies can build an amazing culture.
Team Support
SEPTEMBER 1, 2020
We began this blog series with Part 1 on how to use reports from your B2B customer support software solution to interpret key data and implement strategies as a result. In Part 2 we explored how to use reporting to determine how happy your customers are and what to do if they’re not. We conclude this series with Part 3 where we walk you through how to make strategic business decisions based on trends.
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
CSM Magazine
SEPTEMBER 1, 2020
The U.S. engineering sector is estimated to generate in the region of $236.9 billion in revenue a year, according to a recent industry report. While the sector is renowned for its superb range of innovations and ideas, it is also known to under-perform in one crucial department: customer service. Although customer service may not be the main focus of an engineering concern, it does yield immense power.
inQuba
SEPTEMBER 1, 2020
Our new reality is where large chunks of everyday life are missing. The Economist recently coined the phrase ‘The 90% Economy’ referring to a reality that’s far from normal. There are fewer domestic flights, some restaurants haven’t opened again yet, and household spending has been slashed. As such, businesses are short of money and facing weak demand.
Strikedeck
SEPTEMBER 1, 2020
Vincent Manlapaz, in an interview with Jonathan Beretta talks about the importance of improving the product and user experience in measuring the impact of your customer experience (CX) program.
inQuba
SEPTEMBER 1, 2020
Leading businesses are adopting new rules of engagement and reimagining their operations to regain what’s been lost. Our new reality is one where large chunks of everyday life are missing. The Economist coined the phrase ‘The 90% Economy’ which refers to a reality that’s far from normal. There are fewer domestic flights, some restaurants haven’t opened again yet, and households are rationalizing by cancelling services they no longer need.
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)
Guavus
SEPTEMBER 1, 2020
Choosing a subscriber analytics solution is just a starting point for communications service providers (CSPs) looking to gain new insights into subscriber behavior and customer experience. How do you measure its success and make it sticky? It can’t be based on just insights, those insights should be addressing some or most of your business goals. Almost all deployed analytics products need customization based on real-time customer data and business goals.
inQuba
SEPTEMBER 1, 2020
Leading businesses are adopting new rules of engagement and reimagining their operations to regain what’s been lost. Our new reality is one where large chunks of everyday life are missing. The Economist coined the phrase ‘The 90% Economy’ which refers to a reality that’s far from normal. There are fewer domestic flights, some restaurants haven’t opened again yet, and households are rationalizing by cancelling services they no longer need.
C Space
SEPTEMBER 1, 2020
The Brand Move Roundup – September 1, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. In early March we began reporting daily on how brands were dealing with Covid-19. But it’s become clear that the current climate is one of near-perpetual disruption, so we decided to keep on telling the stories of inspiring brand leadership and strategy amid the latest crises in an anxious world.
Forrester's Customer Insights
SEPTEMBER 1, 2020
Amazon Launches Halo, Its First Wearable Health Device For The Average (Budget-Conscious) Consumer This week, Amazon launched Halo, a screenless wearable device that can monitor activity, sleep, temperature, BMI, and emotion. At $99.99 (plus a small monthly service fee for advanced features), the Halo Band sits closer to Fitbit’s fitness trackers (ranging from $99.95–$169.95) than the Apple Watch ($400-plus).
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.
Grade.us
SEPTEMBER 1, 2020
Reading Time: 6 minutes. If your marketing agency supports brick-and-mortar clients, adding WiFi marketing to your service offering will help their businesses generate more revenue and lead to broader engagement opportunities with new and existing agency clients. In this article, we’ll go over all the ways that managed guest WiFi service can help you and your clients, and we’ll explore how your agency can monetize the addition of WiFi marketing and use it as a springboard for incredi
Qualtrics
SEPTEMBER 1, 2020
Originally published on Forbes. As schools across the country have reopened, the pandemic has forced students, teachers, and families into an unfamiliar environment, and with a new school year starting, education leaders are tasked with a complex challenge that will undoubtedly require creative solutions: how should schools physically reopen? And how do they do so safely ?
Forrester's Customer Insights
SEPTEMBER 1, 2020
Forrester has been talking about the connection between employee experience (EX) and customer experience (CX) for years. And it’s not just talk: Our Customer Experience Index (CX Index™) and Employee Experience (EX Index) studies help organizations understand the key drivers of experience for customers and employees, respectively. But although we’ve published reports on government CX, […].
Talkdesk
SEPTEMBER 1, 2020
Whether your workforce is back at the office and adhering to new safety measures, working from home or navigating a mix of both options, the reality is that you’re probably not doing business as usual anymore. The way your employees are performing their tasks, interacting with customers, prospects and to each other, has likely changed. The so-called “new normal” brings new concerns.
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.
DemandJump
SEPTEMBER 1, 2020
In the days of social media, businesses are left ditching their old marketing strategies and turning toward digital media. Everywhere you go on the internet, you will find advertising whether you notice it or not. As a business owner, big or small, social media is becoming more and more important to the overall marketing strategy. If a company is not present on social media, it might as well not exist in the market.
ChurnZero
SEPTEMBER 1, 2020
For many of us, 2020 will be known as the year business conferences moved from convention halls to online. The reality is that virtual events will be the norm going forward, at least in the short term. For those of us who love the in-person conference experience, this adjustment is tough. There is, however, a silver lining. Virtual events present uniquely flexible opportunities for Customer Success professionals to brush up on skills and to learn from peers, albeit from the safety of being behin
Hallmark Business Connections
SEPTEMBER 1, 2020
In the average day, I receive more than 120 business emails, about 40 text messages and “snaps” from Snapchat—and I won’t even begin to count other apps, personal emails and social media messages. But, even with working at Hallmark, I get less than one handwritten note a week. However, what’s amazing about that fact is how the power of a handwritten note still ranks above other communication methods today.
Centercode
SEPTEMBER 1, 2020
In the home environment, communication is king. But it isn’t limited to people; it’s also mandatory for connected devices. The ability of newly adopted tech to “talk” to the existing devices in a given environment is a baseline expectation. Ease of integration makes the difference between a household staple and a re-boxed product on its way back to the manufacturer.
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.
103 
Let's personalize your content