CSM Magazine

APRIL 8, 2020

A digital agency is probably one of the best types of businesses nowadays. So, if you had the idea to start one on your own, we can only congratulate you. However, this doesn’t mean that things will be easy for you. Competition is harsh on this market sector, so you’ll need to do something to set your digital agency apart from the rest. As any business owner, one of your main goals is to help your digital agency grow.

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Customer Service Advertising Customers Marketing 52

MyCustomer

APRIL 8, 2020

Organizations use lots of incentives to encourage specific behaviors. The idea is that people will change behavior because of the monetary.T 8th Apr 2020. By Colin Shaw Founder & CEO.

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Consumers 2020 40

ShepHyken

APRIL 8, 2020

I could have titled this article “Box of Donuts Research,” but you would have no idea what that means. I’ll explain in a moment. There are plenty of ways to get feedback. You can survey customers over the phone, via email, in focus groups and more. You can get objective and subjective feedback. You can use tools such as Net Promoter Score and Customer Effort Score.

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Net Promoter Score Effort Score Hotels Feedback 123

eglobalis

APRIL 8, 2020

The number of companies willing to help us humans during the COVID-19 crisis is truly amazing. Medtronic is an amazing exception by going the extra mile, in their customer experience. The post Medtronic Puts Humans FIRST in Heroic COVID-19 Response appeared first on Eglobalis.

Customer Experience 174

Customer Experience Customer Centricity Customers Innovation 174

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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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Experience Matters

APRIL 8, 2020

The Qualtrics XM Institute is launching a monthly newsletter, The XM Journal. Make sure to subscribe for access to leading-edge Experience Management content. The post Announcing The XM Journal appeared first on Experience Matters.

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Management Customer Experience Customers 131

ChurnZero

APRIL 8, 2020

How Online Communities Create Customer Advocacy and Retention. This is a guest post by Danielle Juson is a Customer Success Community expert at inSided. Isn’t it great when you have a customer that not only keeps using your product, but shouts about how great it is too? Your Customer Success team is delighted that your customers are happy, your product team loves that they are building a product worth talking about, and your Sales and Marketing department revels in the fact that your own custome

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Customer Journey Mapping Roadmap Customer Journey Customer Success 81

Hero Digital

APRIL 8, 2020

COVID-19 is resetting what people value. Will your business be ready for the new reality? A hard reset on what’s valuable. Like many of us, the ongoing coronavirus pandemic and economic uncertainty have forced me to more closely scrutinize “what are the things of value” in my daily life. In March my car lease was up. I was curious: What would leasing a car be like during a time when everyone (myself included) is sheltering in place?

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E Commerce Banking B2C Healthcare 104

DemandJump

APRIL 8, 2020

An insight in marketing refers to deriving meaningful information from marketing data. This data might tell a story regarding the ways consumers are engaging with your brand or illustrate which marketing efforts are working and why. The important part of any marketing insight is that it helps inform what a marketer should do next, given what’s currently going on with their marketing efforts.

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Insights Marketing Reference Consumers 98

Gainsight

APRIL 8, 2020

As a Sales Leader, I am deeply focused on how to maintain & maximize revenue during the currently unfolding & rapidly changing COVID landscape. I find myself racked with questions around how to think about re-forecasting the business, which product lines would be most impactful to customers in this environment, what special promotions might we offer, and ways we can alter prospecting efforts, to drive maximum yield.

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Sales Fashion Financial Customer Base 98

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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

NetBase

APRIL 8, 2020

Brands are not living their best lives right now, and if the main segment they’re targeting is millennials, it may be even harder to reach them. Worried millennials require a special touch during Covid-19 – one that we’ll explore here. Millennials have always been unique with spending habits. So how exactly is the coronavirus impacting their spending?

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Social Media Healthcare Entertainment Travel 98

Hello Customer

APRIL 8, 2020

There's a cheesy saying that goes 'the ability to adapt is life's greatest tool'. In some ways, many of us had to adapt to difficult circumstances in the last couple of weeks. And while it was stressful for us too, it quickly became great and reassuring to see how agile some of our customers are. Setting up a new Hello Customer touchpoint is just a matter of hours.

Healthcare 87

Healthcare Feedback Hospitality Effort Score 87

Maru Group

APRIL 8, 2020

Adapting to a New Normal. “We’re doing the best we can with our new normal”, the cashier replied from behind her face mask as I quickly bagged my groceries. I had asked her how busy the day had been and how she was holding up, an attempt to extend some words of compassion from behind my masked face. We exchanged a few funny anecdotes about working from home experiences – dogs barking in the background of conference calls and employees wearing professional tops with pajama pant bottoms on v

Brands 52

Brands E Commerce 2020 2009 52

NICE inContact

APRIL 8, 2020

COVID-19 is challenging for everyone, and especially for organizations who play important roles in supporting their communities. While scores of businesses have been forced to close their doors during the outbreak, many thousands of workers – including contact center agents – have transitioned to ‘work from home’ to continue safely providing essential services for us all.

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Contact Center Engagement Call Center Insights 75

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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

APRIL 8, 2020

As a business, there are a few things which are as disappointing as a customer who starts to purchase services or items, get all the way to the checkout, and then abandons their shopping cart and walks away. It’s a sign of an issue at some part of the process and it is infuriating. So, how do you reduce cart abandonment? What do you need to do to make sure that customers successfully complete their order, and don’t just ditch the shopping cart at the last minute?

Social Media 52

Social Media Download Marketing Customer Success 52

Myra Golden

APRIL 8, 2020

Customer Service eLearning to Help Your Employees Speak and Write with Friendliness and Empathy, and to Handle Difficult Customers with More Ease – with Interactive Scenarios, Progress Reports, Knowledge Checks, and SCORM option. Read outlines and sample now.

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Customer Service Training Customer Service Customers Interaction 52

Talkdesk

APRIL 8, 2020

Boingo Multifamily is an internet and video service provider for more than 300,000 residents in more than 2,200 student communities and family households, worldwide. Boingo Multifamily’s customer support system includes a 24x7x365 strategy for agents standing by via phone, email, text and chat. In 2014, Boingo Multifamily rapidly scaled up its business and needed to improve its customer service operations to match.

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Contact Center 2014 Call Recording Call Center 69

NICE inContact

APRIL 8, 2020

COVID-19 is challenging for everyone, and especially for organizations who play important roles in supporting their communities. While scores of businesses have been forced to close their doors during the outbreak, many thousands of workers – including contact center agents – have transitioned to ‘work from home’ to continue safely providing essential services for us all.

Contact Center 62

Contact Center Engagement Call Center Insights 62

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

Gainsight

APRIL 8, 2020

If you’re like every sales team right now, COVID-19 has done a number on your new logo pipeline and blown up your forecast. Uncertainty has caused prospects to tighten their budgets for new investments or indefinitely delay sales meetings and purchase decisions. And, with the uncertainty set to continue, sales teams are strapping in for the long-haul.

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Hospitality Healthcare Books Sales 59

Optimove

APRIL 8, 2020

It’s true. This reality is new to all of us. Just like learning to ride your bicycle for the first time, you were probably nervous, scared, and unsure about it all. Subscribe to our daily live steam for updates and analysis on Marketing Amid Corona. But that doesn’t mean we have to be passive right now. Instead, we must pedal on and talk to our customers.

Sports 52

Sports Travel Fashion Events 52

Gainsight

APRIL 8, 2020

This blog post is written by guest author, Steve Johnson, CEO and founder of Under10 Consulting and former VP and Founding Instructor at Pragmatic Institute. Steve is an author, speaker, and product coach, as well as co-creator of the popular product management and marketing frameworks from Pragmatic Institute and QuartzOpen. In my first product management job, I was based in Virginia and my developers were in California.

Travel 52

Travel Roadmap Document Sales 52

PK

APRIL 8, 2020

To state the obvious, it’s easy to see why brands are doubling down on addressing the realities of the economic crises they are facing right now. For many, it’s a matter of survival: people aren’t shopping or buying or eating out, inventories are backing up, stores are closing, and people are getting laid off. As these cascading events of “has never happened in our lifetimes” continues to build, we can’t help but ask ourselves whether there will be a return to what was normal a short

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Leadership Entertainment Automotive Events 52

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Experience Matters

APRIL 8, 2020

In times of organizational crisis and change, the company looks to their HR leaders for guidance and reassurance. This is especially the case, now, given the disruptions associated with COVID-19 and the related economic crisis. So how can HR and employee experience (EX) leaders help their organizations appropriately manage employees’ experiences during these trying times?

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Employee Experience Article Insights Management 48

Oracle

APRIL 8, 2020

Savvy consumers are focusing on being as fiscally fit as possible in the current economic climate. Even though they may have the smart sense to focus on their finances, they may not have the monetary know-how. Here are seven money apps focused on getting users’ budgets, savings, and financial future in shape. Budgeting. One of your New Year’s resolutions may have been to focus on spending smartly and saving more than you spend, but making these decisions without guidance can be nerve

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Banking Financial Consumers Connections 45

Forrester's Customer Insights

APRIL 8, 2020

La crise que nous traversons, comme toute crise, est un moment unique pour prendre du recul et revenir à l’essentiel. Ce grand entretien de Pascal Picq, paléontologue, dans les Echos, est fascinant et remet en perspective la crise du coronavirus dans l’histoire de l’humanité et de son environnement. Cet autre article passionnant sur l’histoire des […].

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Article B2C Employee Experience Marketing 47

PeopleMetrics

APRIL 8, 2020

Today PeopleMetrics announced survey results of 1008 full-time employees across the United States on how their employer is handling the COVID-19 pandemic. PeopleMetrics' new study found that 55% of American workers are unhappy with their employer's response to the COVID-19 pandemic. S tudy highlights include: Less than half (45%) of employees are satisfied with their employer’s response to COVID-19.

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Transportation Webinar Employee Experience 2020 133

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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