CSM Magazine

MARCH 30, 2020

In just a matter of few weeks, the coronavirus has become an all-consuming global pandemic wreaking havoc in the business world and in our personal and professional lives. Businesses are now facing an unprecedented double bind – they not only need to look out for their employees’ and clients’ well-being but also ensure business continuity. The majority of the world’s population and large organizations have adopted remote working quicker than anyone could have expected.

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Happy or Not

MARCH 30, 2020

Discover how eCommerce and digital services businesses can measure and improve the online experience with real-time customer experience insights. The post How to use real-time customer feedback to improve the online shopping experience appeared first on HappyOrNot.

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Feedback Online Experience Measurement Insights 68

Provide Support

MARCH 30, 2020

10 Tips for Building your Remote Team and Providing Safe Online Support. Today more and more institutions and businesses switch to remote work due to the unsafe and unstable situation in the world. This in turns leads to the increasing demand for virtual communication not only with customers but also among team members who start working remotely. This is where the software for online communication such as live chat, online conference platforms and corporate communication tools becomes handy and

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Oracle

MARCH 30, 2020

According to cognitive psychologist Jerome Bruner and as reported by Forbes , information presented in a story is 22 times more memorable than facts alone. Many brands are incorporating storytelling into their customer experience as a way to reach consumers in creative and compelling ways, and boost customer engagement. At Oracle Modern CX 2019, we spoke with Julian Guthrie , award-winning journalist and New York Times Bestselling Author of The Billionaire and the Mechanic, about her tips for ef

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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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Talkdesk

MARCH 30, 2020

Recent events connected to the coronavirus (COVID-19) pandemic have highlighted the importance of having tools in place to support rapid contingency plans and business agility. We realize companies are facing two simultaneous challenges — supporting employees’ safety and well-being while ensuring business continuity for customers. At Talkdesk®, we envision a modern contact center that empowers agents to engage with customers any time, anywhere, using any device.

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ShepHyken

MARCH 30, 2020

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Maintaining Your Team’s Morale And Productivity During COVID-19 by Denise Graziano. (Chief Executive) The challenges posed to business by the novel coronavirus are unprecedented, but CEOs can help keep spirits up with these tips.

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Steve DiGioia

MARCH 30, 2020

The actions of leaders should focus on common-sense decisions. A good “business-sense”, extensive life experience, having a good judge of character, and the ability to see-through-the-fog towards the intended goal will help most people make the “right” call as needed – when needed. As I’ve mentioned before, I’d rather act and make decisions based on the facts at hand than sit idle and wait for some arbitrary sign of approval later.

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Integrity Solutions

MARCH 30, 2020

In the midst of a global crisis, adjusting your sales approach is key to not just surviving but thriving. Every company started 2020 with a plan—in many cases a well-thought-out and carefully crafted blueprint outlining expected progress on a month-by-month basis, complete with year-end targets for revenue, employees, products, clients and profitability.

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Talkdesk

MARCH 30, 2020

What does a technology leader consider digital transformation to be? According to Salesforce digital transformation is “the process of using digital technologies to create new — or modify existing — business processes, culture, and customer experiences to meet changing business and market requirements”. This reimagining of business in the digital age is digital transformation.

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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

Retail

Strativity

MARCH 30, 2020

The rapid onset and spread of COVID-19 has disrupted the world we live in. We’re all pulling together in this moment to protect our health, our loved ones, and our businesses. In particular, we’ve all had to find ways to adapt in order to preserve a safe physical distance from our fellow human beings. Science tells us that this is the right thing to do even as both our human instincts and our pre-Coronavirus strategies were designed to get closer to each other.

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ClientSuccess

MARCH 30, 2020

These are unprecedented times we are living through right now. In what seemed to be an overnight development, the entire SaaS industry (along with basically every other industry) was forced out of their offices and into remote work. This change has exposed a lot of challenges for teams that weren’t quite ready. That said, we’ve been hearing a lot of questions about this at ClientSuccess and we thought we should share some best practices to help everyone get through this phase and set themselves

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Magellan Solutions

MARCH 30, 2020

Closing a sale is perhaps the most difficult part of the sales process. Lead generation is already a challenge. How much more if you strive to close more deals? Many businesses have learned the value of sales strategies. To close deals faster, it usually boils down to using closing techniques to seal a sales deal. The tactics of selling are crucial to any sales strategy.

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Gainsight

MARCH 30, 2020

With the global shift to remote work, our customers have experienced a 50% increase in Monthly Active Users. All of us are spending more time in our day-to-day products in an effort to stay connected and collaborate with coworkers. We’ve never faced something like COVID-19 on a global scale such as this. It’s pushing us to become more creative and infuse more compassion into everything we do—inside and outside of the workplace (or more accurately, home office).

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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,

Measurement

CSM Magazine

MARCH 30, 2020

Happy customers will lead to your success but how do we ensure this level of customer satisfaction is consistently met? Through the hard work and dedication of our staff. You may have the most qualified team members but without keeping them happy, it is unlikely they’ll be keeping your customers happy. It is estimated disengaged staff members cost American businesses between $450-$500 billion each year due to lost productivity and this problem tends to go unnoticed until it is too late, disgrunt

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Forrester's Customer Insights

MARCH 30, 2020

Airlines have a major role to play in the global fight against the COVID-19 pandemic because they are part and fabric of this interconnected world, carrying people and cargo.

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SMG CX

MARCH 30, 2020

The retail industry is formulating a new normal for shopping, which means still putting the customer first—while also prioritizing the health and safety of employees and consumers.

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Ian Williams

MARCH 30, 2020

THE #CORONAVIRUSCANTSTOPUS CX COLLABORATION CHALLENGE!! (Spread the word, not the disease!). Wanted to start a hashtag of hope, to remind everyone that we can get through this madness. And so #coronaviruscantstopus was born. CX Club disruption in full force. My 2nd #coronaviruscantstopus post from yesterday was me rocking out on the drums. I tagged a few people that I knew were music/ rock fans and Mr.

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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

McorpCX

MARCH 30, 2020

Things got really strange really fast, didn’t they? I’m sure that like me, most of you are still processing what all this means – and how COVID-19 may affect you, your families, your day-to-day life, and your job. Small consolation: none of us is alone in this. Like you, I’ve received and responded to dozens of texts, calls, and emails from clients, friends, and associates trying to reconcile what we’re dealing with personally with the reality of how this is impacting our businesses.

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CSM Magazine

MARCH 30, 2020

According to a study conducted by Bloomberg, eight out of every ten businesses fail within the first 18 months. The Small Business Administration puts it another way: only 50% of new businesses make it past the first five years. Now, that’s scary. Your business could easily join that statistic if you are not proactive. The good news is that there are things you can do to forestall such misfortune.

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C Space

MARCH 30, 2020

The Brand Move Roundup – March 30, 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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ReviewTrackers

MARCH 30, 2020

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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.

Information

Forrester's Customer Insights

MARCH 30, 2020

As with every other major crisis facing the world, whether a global war or a pandemic, humanity prevails through unity, empathy, responsibility and leadership. Tactical and momentary actions alone will not be enough because we have to be prepared for a sustained period of strife. Governments and private sector organizations have a shared responsibility to […].

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Government Leadership Airlines Customer Experience 47

kommunicate

MARCH 30, 2020

Bots are the hotshots in the customer support market. Additionally, with the rise of self-service, bots have become more important. In this post, we will learn how to create FAQ bot. It’s simpler than you imagine. We will be using Google Dialogflow’s Knowledge Connectors. These are nothing but a set of documents that feed questions [.]. The post How to Create FAQ Bot Using Dialogflow Knowledge Base Connector appeared first on Kommunicate Blog.

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Forrester's Customer Insights

MARCH 30, 2020

Learn From Charter’s Mistake: COVID-19 Is A Meaningful Moment For Employees Two weeks ago, news outlets reported that Charter CEO Tom Rutledge sent a memo to employees reiterating that despite the growing COVID-19 outbreak, he expected all employees to continue to report to the office. An engineer who took issue with the policy and sent an email to executives and other engineers questioning the policy resigned shortly thereafter.

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ReviewTrackers

MARCH 30, 2020

Many websites feature embedded third party reviews from sites like Yelp, Google, and Facebook, and they’re placed on specific pages such as a business’s location page. But according to Google’s senior webmaster trends analyst, those reviews don’t help increase the rank of the page. However, it might still provide some benefits in other ways.

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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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