Talkdesk

JUNE 29, 2020

To begin part three of our CX Reframe series, let’s start with something we can all collectively agree on: February 2020 is gone, and it’s not coming back. Those of us eager for a return to our pre-COVID existence, are most likely in for a very rude awakening, even as conditions settle, and re-opening continues. This doesn’t mean that the days of getting on planes, sitting in restaurants, and visiting our elder relatives are over – quite the opposite.

Customer Experience 85

Customer Experience 2020 Customers 85

Optimove

JUNE 29, 2020

Acquiring new customers is core to every business. The problem is, customer acquisition costs have been increasing due to intense competition for customer attention and wallet share. With so many food delivery options out there when we no longer get to enjoy restaurant dining fully – brands must rise above the noise. Most direct-to-consumer food delivery companies leverage promotions to entice new customers.

Advertising 52

Advertising Download Insights Customers 52

PeopleMetrics

JUNE 29, 2020

In my last blog post , I wrote about how to build a VoC program depending on the maturity of your current program. Given the changes in customer expectations across all industries brought about by COVID-19, it is now essential that you rethink your VoC program with a “beginners mind.”. After publishing that blog post, I received a number of questions from clients and the CX community about what specific things should be done to welcome back customers and guests during the reopening process.

CEM 121

CEM NPS 2001 Hotels 121

Calabrio

JUNE 29, 2020

When nominations opened for the 2020 Star Tribune Top Workplace rankings in January, no one anticipat ed the changes that would impact us, come March. In just two months, our focus on nurturing a human-centric workplace faced an entirely new challenge when we pivoted to a 100 percent work-from-home model due to COVID-19. . I ha ve title d this blog post “ Lucky Seven” but it is of course not luck that has us gaining this recognition for the seventh year running.

E-support 105

E-support 2020 Workshop Culture 105

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.

Customers

inmoment

JUNE 29, 2020

One of the greatest threats that the ongoing Coronavirus pandemic poses to business owners is, well, the uncertainty of it all. We live in unprecedented times—COVID-19 has thrown a lot of the old world’s rules out and left brands wondering how to best serve customers as a viral disease rages the world over. Though COVID-19 has changed all the rules, businesses needn’t necessarily change how they approach customer service and customer experience (CX) in these challenging times.

Measurement 75

Measurement Retail Brands Customers 75

Enalyzer

JUNE 29, 2020

PFA is a pension company in Denmark with its headquarters located in the capital, Copenhagen. They were founded in 1917 by labor market players to create mobility in the Danish labor market and to ensure people in Denmark the freedom to live the lives they want. As of today, PFA has more than 1.3 million individual customers and continues to live up to its pledge, to do more for its customers and society.

Consulting 98

Consulting 2020 Connections Books 98

CSM Magazine

JUNE 29, 2020

Get ready to do a little math. While not my typical lesson, this is very important. It’s about customer retention—which can lead to customer loyalty. Loyal customers are important to all businesses regardless of industry or size—large, small, B2B or B2C. Most businesses know their numbers, but do they know the right numbers? It’s easy to measure customer satisfaction at different levels.

Customer Retention 59

Customer Retention Measurement B2C B2B 59

Forrester's Customer Insights

JUNE 29, 2020

Customers expect more from customer service organizations. They expect you to value their time, to make engagement easy, and to deliver answers and resolutions in a highly personal manner and in the context of their actions and journeys. Your customers use self-service as a first point of contact with a company and turn to digital […].

Customer Service 65

Customer Service Customer Expectations Engagement Customers 65

Lithium

JUNE 29, 2020

Does your brand use Khoros technology to deliver world-class digital customer experiences? Do our tools help you build strategies and results that others can learn from? Share your stories and successes through the first annual Khoros Kudos Awards in one of these 11 categories! Best-in-Class Care. Best-in-Class Community. Best-in-Class Marketing. Better Together: Customer Engagement.

Presentation 52

Presentation Connections Customer Engagement Engagement 52

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

Retail

CSM Magazine

JUNE 29, 2020

Remember the days when people noticed good customer service, talked about it, and most importantly—rewarded you for it? Happy customers would return and spread the word. In today’s fast paced world however, people are so rushed moving to the next thing, or so distracted by their mobile devices, that good customer service is many times overlooked. Fortunately, there are several easy things you can do that will enhance your service and boost your business which your customers will actually notice

Books 52

Books Customers Article Customer Service 52

Beyond the Arc

JUNE 29, 2020

Source: Pixabay If you are like many companies, you’ve probably accumulated a sizable library of marketing collateral in a mix of formats and styles. Just like an attic or overstuffed dresser, assessing what you have and how well it’s serving your current needs is worth the time and effort. Given the dramatic shift [.]. The post Simplify collateral management with a marketing review – 5 guiding principles appeared first on Blog @beyondthearc.com.

Marketing 71

Marketing Management Blog Communication 71

Topdown

JUNE 29, 2020

An increasing number of companies are becoming aware of the need to integrate customer communication management (CCM) with the customer experience (CX) strategies and toolsets. These businesses understand that improving the customer experience is more than just a task on one’s to do list; these organizations understand it is a strategy to be closely tied with their overall digital transformation.

Customer Relationships 62

Customer Relationships Customer Journey Communication Customers 62

Team Support

JUNE 29, 2020

B2B customer support has become more complex than ever…in a good way. By utilizing the many tools available—and more technologically advanced than ever—B2B companies are able to gauge how their customers are feeling and how satisfied, or not, that they actually are. Managing B2B customer support relationships is very different than managing individual consumers (B2C).

B2B 59

B2B B2C 2017 NPS 59

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,

Measurement

GetFeedback

JUNE 29, 2020

Scale your hyper-personalized customer support program with the help of AI and chatbots.

Customers 448

Customers Article 448

Influitive

JUNE 29, 2020

As we start to fall into a routine in this “new normal,” the need for customer engagement and advocacy continues to grow. According to data presented at the Forrester/SiriusDecisions Summit in May, companies who focus on advocacy in their customer marketing programs drive deeper relationships over time. In fact, 92% said it increases their credibility […].

Presentation 52

Presentation Customer Engagement Customers Engagement 52

Confirmit

JUNE 29, 2020

Register to the webinar for your region. Australia: 22nd July @ 11am AEST. Europe: 22nd July @ 11am BST. North America: 22nd July @ 11am EDT. We’ve all heard it so many times recently, “in these uncertain times”, well, we say enough already, the future has always been a bit uncertain, right? That said, we can’t keep doing the same things.

Marketing 52

Marketing Webinar Customers Engagement 52

Gainsight

JUNE 29, 2020

After the incredible success of Pulse Everywhere, the virtual version of Gainsight’s annual Pulse conference, we were inundated with inquiries from companies across the industry. Everyone wanted to know how we organized such a monumental event in a short amount of time—online! . One of the most interesting questions we received was how companies could develop and qualify event leads from Pulse traffic and attendees.

Events 52

Events NPS Insights Engagement 52

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

CSM Magazine

JUNE 29, 2020

Efficiency – it’s the concept all customer service managers must live by, whether we care to admit it or not. Whether your business measures efficiency in transactions per hour, calls per minute or subscriptions per month, encouraging staff to do more is a constant challenge. Every coin has two faces, and the customer services efficiency dilemma is much the same.

Customer Service 52

Customer Service 2013 Customer Service Representative Call Center 52

Forrester's Customer Insights

JUNE 29, 2020

NIST Commits To Renaming Racially Suggestive Technology Terms From Aunt Jemima and Uncle Ben’s to Lady Antebellum and the Dixie Chicks, we’ve seen a wave of rebranding sparked by ongoing anti-racism protests. Now, it’s moving beyond consumer-facing brands and groups. The National Institute of Standards and Technology (NIST) — the nonregulatory agency that publishes standards for federal activities — announced last week that it plans to remove terms […].

Marketing 48

Marketing Technology Consumers Brands 48

MyCustomer

JUNE 29, 2020

Preparing CX for an uncertain future. Preparing CX for an uncertain future. Customer experience management.

Customer Experience Management 40

Customer Experience Management Management Customer Experience Customers 40

PK

JUNE 29, 2020

Today, most interfaces are referred to as APIs. In the blogosphere there is much opinion and controversy over the “right” way to do APIs. The primary schism is in the […]. The post What is your API IQ? appeared first on PK.

Reference 98

Reference Article 98

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.

Information

ShepHyken

JUNE 29, 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. 4 Actionable Customer Experience Statistics For 2020 by Daniel Newman. (Forbes) The following are five statistics that show customer experience is more than just a trend; it’s a full-blown tide that will shape how businesses must need to operate moving forward.

Article 12

Article 2020 Net Promoter Score White Paper 12

SmartKarrot

JUNE 29, 2020

B2B marketers used to rely on traditional channels such as print media, radio ads, banners, etc. to reach potential buyers. However, the rise of the internet and the growing popularity of mobile smartphones and tablets has changed the scenario. Moreover, today’s B2B buyers, who are constantly on the move, prefer cloud-based solutions that can be accessed anytime, anywhere.

B2B 10

B2B Engagement E Commerce B2C 10

Doing CX Right

JUNE 29, 2020

Work-life balance isn't easy, yet achieving joy is possible. Listen to Stacy Sherman & Pam Robertson discuss ways to elevate daily happiness personally and professionally. The post How To Maximize Joy & Master Work From Home During A Pandemic appeared first on Doing CX Right.

Employee Experience 52

Employee Experience Culture 52

SmartKarrot

JUNE 29, 2020

Is creating a user-friendly and helpful product enough to attract and retain paying customers? Does it guarantee customer loyalty and give you an edge over your competitors? Is it all you need to grow and sustain a successful mobile app business? . Here’s the thing – today’s consumers are spoilt for choice. Irrespective of whether they’re looking to purchase a water purifier or build an e-commerce app, they’ll find a plethora of options.

E Commerce 10

E Commerce E-support Customer Success Consumers 10

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.

Customer Engagement