Fri.Apr 17, 2020

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Guest Post: Now is the Time to Implement Effective Ways to Gain and Retain Customer Loyalty

ShepHyken

This week we feature an article by Rakshit Hirapara , a content marketer at LoyaltyXpert. He shares different strategies businesses should implement during a world crisis in order to gain and retain customer loyalty. COVID 19 is proving to be like an earthquake. Its tremors are changing the World’s economy and the way you work and do business. As it is, India’s economy was in a downward spiral with growth touching 4.7% in 2019 and the Coronavirus impact could see growth crash to less than 2%.

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How to Build a Culture of Customer Experience Management

Answer Dash

Businesses everywhere are waking up to the value of customer experience and recognizing outstanding customer experience (CX) as a key ingredient to rising above the competition. From ideas and definitions to practical tips on roles and processes, here’s how to supercharge your brand, secure long-term revenue, and evolve your company culture. Understanding customer experience management Customer experience is the sum total of every interaction a customer has with your business, from seeing your l

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6 Surefire Tips to Grow Your B2B eCommerce Business

SurveySparrow

B2B eCommerce is growing at a fast pace and is expected to touch $6.6 trillion in 2020, according to Frost & Sullivan. However, while these figures indicate increased opportunities, they also indicate higher competition – making it pertinent for businesses to get creative and reach out to their target audience effectively or lose out to their peers.

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48 Event Survey Questions To Gain Mind-Blowing Insights

ProProfs Chat

Businesses big and small are leveraging the power of holding live events to maximize brand value, drive revenue, and improve customer experience. Here’s what the numbers say: 80% of the businesses believe that live events are necessary to get a competitive edge, according to the latest report by Endless events. . According to the 2019 trends report by event tech company Bizzabo, events, at times, even score over content marketing, digital advertising and email marketing.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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CXNext Podcast Episode 51: Customer Support Through Digital Engagement

Bold360

?. Subscribe via iTunes , Spotify and more. How we engage with consumers is changing. People are talking about how to engage customers in the current environment, and a big part of that dialog centers around digitization. How can you get closer than ever to your customer through digital engagement? On this episode of CXNext, I interview Paolo Fabrizio , who holds 25 years of customer service experience primarily in the Italian market.

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Strategies for Small Business Growth During Coronavirus (COVID-19) Lockdown

Magellan Solutions

The community quarantine caused by the coronavirus pandemic limits the operations of many businesses. Especially for businesses in the non-essential sector, cash comes in more and more infrequently. In worst-case scenarios, the entire operations stop — leaving many individuals jobless. In the face of this pandemic, is it possible to survive and even grow?

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Churn Monster: Black Swan

ChurnZero

As we are all working from home, social distancing, and seeing once-crowded streets now nearly empty, it doesn’t take much to see that the world has drastically changed in just a few weeks due to the COVID-19 pandemic. There are a lot of unknowns and one of them related to our professional lives is how will this affect Customer Success. Today we are unveiling a new churn monster to talk about this all too real churn risk – the Black Swan.

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Your weekly dose of positive business news

Hello Customer

Every week we see businesses adapting to new circumstances in creative ways. Many organisations are constantly innovating so they can remain at the disposal of their customers. Some companies are forging new alliances, others open up their business to do good for society. In our weekly digest, we highlight some of these inspiring stories. This week: Eneco, CitizenM, Colruyt and Zalando. 1.

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COVID-19 Response Triggers Fluctuating Passion for Beauty & Fashion Brands

NetBase

Brand passion is about more than measuring the volume of social content or sentiment. It’s about the intensity of the passion that customers have about your brand. And brands’ COVID-19 responses have triggered fluctuating consumer passion. Let’s see how that looks, and what brands can learn from it moving forward. Learning as We Go. With salons and boutiques alike forced to shut their storefronts amidst COVID-19, and so many people working remotely and rarely leaving their homes, beauty and fash

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The 2023 Verint Experience Index: Retail

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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From business continuity to the new normal

Talkdesk

In addition to pressing public health implications, the coronavirus (COVID-19) pandemic has inflicted a great deal of uncertainty on the global economy for which no one was prepared. In the customer service sector, when the crisis broke out and we became aware that life as we knew it was going to be temporarily put on hold, leaders turned to their business continuity plans.

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How Commvault Built a Successful Customer Advocate Community From the Get-Go — Q&A

Influitive

Commvault is a recognized leader in data backup and recovery solutions, and winner of the Influitive 2019 BAMMIE award for Best Emerging Advocate Program. In our most recent customer success webinar, I spoke with the team behind the company’s exceptional customer advocate community, Commvault Connections. In the first year after launching the community, the team […].

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Healthcare, Now.

C Space

Healthcare, Now. What we’ve discovered about coping in a crisis. By Corey Schwartz, Managing Director, C Space Health. “For patients getting laid off or losing insurance I am telling them to let us know so we can help figure out affordable options for medication rather than the patient just going without medications.”. Endocrinologist, US. What we’ve discovered about coping in a crisis.

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How Commvault Built a Successful Customer Advocate Community From the Get-Go — Q&A

Influitive

Commvault is a recognized leader in data backup and recovery solutions, and winner of the Influitive 2019 BAMMIE award for Best Emerging Advocate Program. In our most recent customer success webinar, I spoke with the team behind the company’s exceptional customer advocate community, Commvault Connections. In the first year after launching the community, the team […].

2019 52
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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Brand Move Roundup – April 17, 2020

C Space

The Brand Move Roundup – April 17, 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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How GoDaddy is Helping Small Businesses Stay Open During the Crisis

Qualtrics

She had never seen numbers like this before. As the COVID-19 pandemic hit and businesses were increasingly locking down, longtime customer experience leader Laura Messerschmitt, GoDaddy’s VP of Customer Experience, was responsible for gauging the impact on GoDaddy’s 19M+ customers around the world – and acting fast to help them. GoDaddy is part of the backbone of the Internet, hosting more domains than any other provider in the world and providing entrepreneurs with all of the tools necessary to

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The Why behind the What: a fast and remote UX solve for a global tech giant

C Space

The Why Behind the What: a fast and remote UX solve for a global tech giant. “I have worked with other companies before and always needed to ask for more clarification, or to revise some of the recommendations because they were either not plausible or not feasible. This wasn’t necessary for your report and I really appreciated that. When I shared the study findings with my stakeholders, I typically drew out 1-3 findings that were most relevant to them, and then pointed them straight to your topl

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Gracious Giving: Publix Super Markets Offers Rent Relief to Tenants

Customer Bliss

In each episode of the Daily Dose of OPTIMISM! , I want to share acts of goodness that will drive and will earn both human and financial prosperity, as we work our way out of this. The following is a lightly edited transcript of the video below. Today’s “Daily Dose” comes from Publix Super Markets , the beloved chain in the Southeast of the United States.

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The Open CCaaS Advantage Report

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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Revamp Your Retail Loyalty Program With Forrester’s New Framework

Forrester's Customer Insights

It’s no secret that shoppers love retail loyalty programs. Our data shows that nearly three-quarters of US online adults belong to at least one. When executed well, loyalty programs deepen customer relationships, drive business results, and even create brand differentiation. For instance, Ulta’s loyalty members account for more than 95% of total revenue, Nordy Club […].

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The 15 Essential Customer Success Metrics & KPIs (How to Measure & Improve Them)

ProProfs Chat

Customers always have so many options in the market to choose their desired product or service. But what about the business owners? “Do they get the opportunity to choose as well?”. No, they obviously don’t. If anything, you have a specific target audience who finds your services relevant. Just in case they aren’t satisfied, they can opt for any of your competitors in the market.

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Should I Be Innovating Now?

Chadwick Martin Bailey

If Jimmy Kimmel can do it, so can we! Stuck at home, it’s easy to understand why so many marketers and insights professionals feel like the world is paused. How can we move forward amid so much uncertainty? I understand the impulse, but through conversations with my CMB, and industry colleagues and clients I strongly believe that this is a time to be bold , not to sit back and wait.

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April 17 – Customer Success Jobs

SmartKarrot

Role: Customer Success Manager Location: Austin, Texas, US Organization: MongoDB MongoDB is looking for a self-driven, enthusiastic and hands-on Customer Success Manager to help their customers realize and maximize the value of their MongoDB subscription and services. As a CSM at MongoDB, you will be responsible for building relationships with their customers and becoming a trusted advisor and go-to person for best practices and advice.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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How OTT Platforms Can Leverage Data to Optimize Marketing Performance – Part I

Optimove

OTT Platform? This series is for you! Over-the-Top (OTT) video platforms collect vast amounts of data from their subscribers. But, using this data to generate insights and improve business performance isn’t that easy. That’s why we have put together this 3-part series for you – where we take a look at various video streaming clients who have mastered how to scale and optimize their subscriber retention and experience programs.

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CARES Act Stimulus Package: A Simple Breakdown

ReviewTrackers

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Protecting Your Brand by Harnessing the Power of Consumer Intent

IntouchInsight

Find out how to anticipate needs and understand consumer behaviour and intent as businesses are forced to shift away from their traditional sales model.

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How to Reduce Customer Service Response Times

ProProfs Chat

Every business wants to function in a high-octane customer-driven environment. With scores of choices available for customers, businesses know the only way to up their game is to fight for customers’ attention and pulling all stops to give them the best experiences. . This means, along with the product and pricing, companies also have to compete on customer service.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the