Uniphore
MARCH 19, 2020
Conventional wisdom accepts it’s cheaper to keep existing customers than to get new ones. Then why is it companies pay so little attention to creating brand loyalty? Treating your customers right and giving them what they want should be a no-brainer. Read More.
Interactions
MARCH 19, 2020
As the coronavirus pandemic sweeps the nation and the rest of the world, businesses are forced to make tough decisions. We’ve seen travel bans, the cancellation of public events, and work-from-home mandates. Businesses across industries are trying their best to keep their employees and customers calm, safe, and productive during these testing times. .
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Gainsight
MARCH 19, 2020
Do you remember New Year’s Eve? I do. I’m talking about New Year’s Eve— this year. 2020. The start of a new decade. The twenties. At least now we just say “the twenties” The “aughts” and the “teens” didn’t exactly roll off the tongue. When you look back at January 1, 2020—the hopes, the dreams, the resolutions—it all feels so long ago.
Beyond Philosophy
MARCH 19, 2020
We encourage clients to research their customers all the time. Late last year, we decided to take our advice and study our customers and prospective customers, and well, anyone. Some of the research told us what we expected to hear, but some of the revelations might surprise you. We talked about this research in a recent podcast. You All Want Growth.
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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.
Michel Falcon Experience
MARCH 19, 2020
The importance of customer experience is mission-critical right now for companies of all sizes. I recognize that customer experience may not be relevant to you right now because you may not have any active customers. Take me as an example, my business partners and I had to close the doors to our restaurants. Danny Meyers, had to lay off 2,000 employees yesterday because his restaurants are closed too.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Lumoa
MARCH 19, 2020
When money is tight and businesses are going through hard times, how can a business properly manage their customer experience management (CXM) resources wisely? We'll share everything you should know about allocating and managing your customer experience program when times are tough.
Talkdesk
MARCH 19, 2020
Everything seems to be changing — quickly. Just a few short weeks ago, my schedule was somewhat predictable, at home and in the office. I think most of the world felt the same way, as routine as those schedules may have been. Parents dropped children off at school, cruise ship staff greeted new passengers, hotel housekeeping hurried to turn rooms for the next guests, retailers stocked-up on seasonal items, etc.
InMoment XI
MARCH 19, 2020
Taking Care of Your Customers “During” In our last blog, which you can view here, we talked about the Before stage of Automotive Service. Now we will be going over the second part of an Exceptional Service Experience which is, of course, During the Service itself. Welcome Customers the Moment They Arrive The During experience starts with.
CSM Magazine
MARCH 19, 2020
As the COVID-19 (coronavirus) pandemic continues to impact the lives of people around the world, Avaya is helping businesses, educational institutions, healthcare providers, governments and other organizations quickly adapt to having a remote workforce and is enabling collaboration and communications to help keep people connected, productive and safe.
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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
Eptica
MARCH 19, 2020
Date: Thursday, Mars 19, 2020 Author: Arnaud Dufournet - Chief Marketing Officer Et si on humanisait davantage la relation client avec le canal vidéo ? Publié le: 19 Mars 2020. Auteur: Arnaud Dufournet - Chief Marketing Officer Si les Français privilégient encore le téléphone et l' email pour contacter un service client, le développement du canal vidéo est prometteur pour l’avenir de la relation entre l’entreprise et les consommateurs.
Ian Williams
MARCH 19, 2020
Coronavirus is a global gamechanger. We’ve seen game-changers before – world wars, Islamist terrorism, Brexit… However, on a global scale, nothing has ever impacted as broadly, quickly and intrusively as the coronavirus pandemic. And it will have a permanent impact on everything, including the world of commerce. . Over the past few days, a number of commentators have suggested that companies will always survive difficult times by offering a ‘better’ customer experience.
Bold360
MARCH 19, 2020
Automation isn’t the answer to everything, but it can benefit consumers, your team and your bottom line. This is particularly true as companies everywhere are responding to how COVID-19 (coronavirus) has disrupted the way we live and work. One of the biggest challenges we face is now is engaging a remote workforce with a stay-at-home customer base. In three energised roundtable discussions at the Retail Hive Exchange, Dan Brazil and I represented Bold360 and heard about the challenges and opport
Myra Golden
MARCH 19, 2020
With Covid-19, most meetings will be virtual. Learn how to make your virtual meetings productive and engaging in this short course.
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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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Qualtrics
MARCH 19, 2020
Given the spread of Coronavirus and the downturn in the economy, every organization needs to rethink how it operates. As Experience Management (XM) professionals, you can play an important role in helping your company weather the storm. How? By enhancing the capability to continuously learn how people are thinking and feeling, propagate insights into the hands of people who can take action, and rapidly adapt in this dynamic environment.
Gainsight
MARCH 19, 2020
Let’s start by acknowledging that Customer Success teams always have the coolest people in the company. They are kind, optimistic, helpful, and they take really good care of customers. Want to have a beer with someone after work? Definitely invite someone from CS. Success leaders usually manage more revenue than anyone else at the company. At later stage companies, Success can own more than 80% of the company’s annual revenue.
DemandJump
MARCH 19, 2020
Data-driven marketing sounds like a buzzword, but it is arguably the most important enhancement to traditional marketing tactics in recent history. Marketers have always looked for ways to measure their campaign results, whether that campaign was a billboard in a highly-visible area, radio or television advertising or even postcards and catalog mailers -- all with varying rates of success.
XMplify
MARCH 19, 2020
I make no secret of my interest in predictive behavioural analytics - understanding why people do what they do, and whilst I often talk about Customer Experience (CX), I am just as interested in Employee Experience (EX).
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.
Myra Golden
MARCH 19, 2020
How to work remotely with a team is the most trending topic right now. Here’s precisely how you build a team and communicate with your team from anywhere.
Forrester's Customer Insights
MARCH 19, 2020
In early March we held our 5th Annual Financial Services Summit 2020 in both Sydney and Melbourne, where I presented on how customer-obsessed CIOs are driving business success by: Accepting that the firm’s ultimate customer is also IT’s customer; Engaging across a wide, business-focused field while taking responsibility for revenue generating initiatives; and Leveraging design-thinking […].
Qualtrics
MARCH 19, 2020
Originally published on Forbes. It’s one of the most common questions we’ve had from our customers and partners in the past two weeks - and yes, it might feel trivial to ask right now - but, is now the right time to formally ask employees for feedback ? March and April are popular months for organizations to run their annual employee census surveys.
Forrester's Customer Insights
MARCH 19, 2020
To measure precisely what kind of emotional toll COVID-19 is taking on consumers — and how current consumer sentiment will influence imminent behavior — we applied Forrester’s Consumer Energy Index, our data-driven framework that captures how ready and willing consumers are to reach out to brands at this moment. Results reveal that consumer energy among […].
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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.
Experience Matters
MARCH 19, 2020
During this "XM Fireside Chat," Bruce Temkin & Benjamin Granger discuss the path to Experience Management (XM) maturity. The post XM Fireside Chat: XM Leadership With Bruce Temkin And Benjamin Granger appeared first on Experience Matters.
dscout People Nerds
MARCH 19, 2020
Break out of your methodological rut! Here are a few novel tactics for getting rich insights from remote research.
Ecrion
MARCH 19, 2020
It seems as though the “portable document format” (PDF) has been around since the beginning of the Internet itself. Businesses of all industries still take advantage of this document system. Still, this staple technology has its limits. For one thing, converting to and from this format can be challenging when using outdated software. In addition, developing a strategic PDF template can be a struggle without the right tools.
DemandJump
MARCH 19, 2020
Digital marketing courses are designed to help individuals become better digital marketers in a number of ways. They may offer a high level overview of the digital marketing field as an introduction for those wishing to break into a new profession, or they might help those already in the field hone their skills in a more specialized area.
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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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