Alida

MARCH 20, 2020

New COVID-19 Survey Template and Unlimited Use of Ad-hoc Surveys to Employees for All Customers for 90 Days.

Customers 204

Customers Engagement 204

Beyond Philosophy

MARCH 20, 2020

People are way more afraid of shark attacks than we should be. The reason we are is the same reason branding works for your organization to attract customers. However, before we get to that, consider the following statistic. Since the year 1580, aka the year we started charting shark attacks, there have been a little over 2,000 shark attacks, of which 471 were fatal.

Marketing 171

Marketing Consulting Financial Social Media 171

ProProfs Chat

MARCH 20, 2020

Imagine having new website visitors regularly who are really interested in your services. They seem to love your website and convert a lot. . Also, they provide awesome feedback. . So, at first glance, you’re pretty happy with the performance of your business. But in spite of that, you realize that somehow you haven’t managed to generate satisfying profits.

Financial 91

Financial Customers Social Media Sales 91

Integrity Solutions

MARCH 20, 2020

Today, there’s a lot that we can’t control. But there’s a lot that we can. Virtual learning is one way to maintain connection to business goals- and each other. So, you’re suddenly working from home. Join the club! No, literally, join the club. Over the past few weeks, many people have joined communities of fellow co-workers, online, filled with other people whom they had previously not known.

Travel 94

Travel Healthcare Sales Events 94

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

Customers That Stick

MARCH 20, 2020

SPECIAL NOTE: This video was pre-recorded prior to the outbreak of COVID-19 and the shutting down of many face-to-face businesses. While we certainly would have made it more current in content and tone for the current circumstances if recording today, we still think the underlying answer to this question is worth sharing. Prior to the current situation, the ability to work customer service jobs from home was increasing both as the technology and benefits of a distributed workforce increased.

Customer Service 103

Customer Service Contact Center Customer Relationships Technology 103

ShepHyken

MARCH 20, 2020

This week we feature an article* by Candace Sheitelman, CMO at Edify. She shares five different strategies to build a stronger and more effective employee experience. According to Gallup’s recent polls, 87% of employees worldwide are not engaged. Think about that for a moment—that’s a staggeringly high number. If 50 people work in your contact center, that’s like saying only 6.5 of them actually care about what’s going on in your business.

Contact Center 104

Contact Center Employee Experience Article Document 104

Eptica

MARCH 20, 2020

Date: Friday, March 20, 2020 Author: Pauline Ashenden - Marketing Manager The importance of video connectivity in today’s crisis. Published on: March 20, 2020. Author: Pauline Ashenden - Marketing Manager Given the current coronavirus pandemic, many employees across the world are now working from home, often for the very first time. How can businesses support them effectively using technology, especially video connectivity?

Connections 72

Connections 2020 Culture Communication 72

Talkdesk

MARCH 20, 2020

An unprecedented challenge. The coronavirus pandemic is like nothing in our lifetime. Every day brings more global news of measures to control the spread of the virus — closure of schools, restaurants, stores, sporting events and more. Social distancing is the mantra of the day. Large gatherings of all kinds are being shut down. Grocery stores can’t keep goods on shelves as people stock up and hunker down.

Contact Center 102

Contact Center Call Center Sports 2020 102

Pointillist

MARCH 20, 2020

By Stephanie Ventura Customer-centric enterprises are increasing their investment in technologies that enable teams to measure and improve CX, while achieving key business outcomes such as maximizing customer lifetime value, reducing costs and more. Over the past few years, CX leaders have adopted customer journey analytics to connect the dots between customer behavior and the KPIs by which businesses are measured.

Customer Journey 70

Customer Journey Insights NPS Banking 70

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

Call Center

ReviewTrackers

MARCH 20, 2020

If you have a multi-location business, then time is of the essence. Marketing efforts should always be leveraged to work across every unit for cost and time efficiency, and to ensure brand alignment. When it comes to online brand presence, you are probably well aware of the importance of Google My Business as a means to improve your online exposure, ranking, and the ability for your customers to engage with your business using Google tools such as Maps, Knowledge Panel click-to-dial and Google S

Management 86

Management Download Brands Marketing 86

ShepHyken

MARCH 20, 2020

This week we feature an article* by Candace Sheitelman, CMO at Edify. She shares five different strategies to build a stronger and more effective employee experience. According to Gallup’s recent polls, 87% of employees worldwide are not engaged. Think about that for a moment—that’s a staggeringly high number. If 50 people work in your contact center, that’s like saying only 6.5 of them actually care about what’s going on in your business.

Contact Center 82

Contact Center Employee Experience Article Document 82

Currency Alliance

MARCH 20, 2020

There are really only four ways to create value for all stakeholders in a loyalty program: maintain low operating costs, and funnel the savings into rewards. add complementary partners in every spending category so the program and the currency are more useful and interesting. share customer insight among partners, so you know how to maximize lifetime value for each customer, and can create more personalized engagement. source aspirational redemption options at better cost, so the value of your l

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Travel 52

Team Support

MARCH 20, 2020

For a variety of reasons, be it a cultural shift in the workplace or a major event like COVID-19, more companies have employees working remotely with little to no in-person interaction. And, for every time there's a remote employee, there's also someone who's tasked with managing a remote team. So, how can you keep a support team happy and working together when they are 10, 100, or even 1,000 miles apart?

Management 80

Management Leadership Sports Culture 80

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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?

Customer Experience

ShepHyken

MARCH 20, 2020

This week we feature an article* by Candace Sheitelman, CMO at Edify. She shares five different strategies to build a stronger and more effective employee experience. According to Gallup’s recent polls, 87% of employees worldwide are not engaged. Think about that for a moment—that’s a staggeringly high number. If 50 people work in your contact center, that’s like saying only 6.5 of them actually care about what’s going on in your business.

Contact Center 73

Contact Center Employee Experience Article Document 73

Ian Williams

MARCH 20, 2020

In this next video in the CX Club series, Adrian Snook from Learning Accelerators and Ian Williams from Jericho look at company culture in terms of the way it relates to customer experience. Is there such a thing as a single company culture? #customerexperience #cx #cem #culture #companyculture. __. Ian: Hello everyone and welcome to CX club. I’d like to welcome my esteemed colleague Adrian Snook from learning accelerators.

Culture 52

Culture Leadership Measurement CEM 52

Magellan Solutions

MARCH 20, 2020

Outsourcing an order taking call center is the ultimate choice. Along with convenience, personalized service is one of the keys to enhancing customer experience. . While there’s nothing wrong with an automated answering service, this is not what customers prefer. They seek someone who can immediately address their needs and concerns, especially when ordering food and other necessities through the phone.

Call Center 52

Call Center Average Handle Time Return on Investment Customer Service 52

NetBase

MARCH 20, 2020

With no real end of the Coronavirus, aka Covid-19 in sight, how will companies and brands reach sports fans on their couches, when so much of their regular advertisements are typically tied up in live sports? Next Generation AI-powered consumer and marketing intelligence reveals all, including some options for brands to pursue. Shifting Funds and an Opportunity for Digital Marketing.

Sports 67

Sports Advertising Social Media Consumers 67

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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.

Customers

Lithium

MARCH 20, 2020

We understand that the time you have to get up to speed on this crisis is critically short; people have tons of questions about how to manage this new environment and need help ASAP. That is why we are hosting an Expert Event in our Atlas Community next Tuesday, March 24th. We have invited some of our most experienced customers, employees, strategists, consultants, and partners to spend some precious time to answer questions and share best practices around digital engagement, community managemen

Management 64

Management Events Consulting Engagement 64

Forrester's Customer Insights

MARCH 20, 2020

Emotion is the most important dimension of CX quality — even for digital. Our CX Index™ data proves it. That goes double given the uncertainty of the COVID-19 pandemic. Read three ways to ensure you're delivering emotionally relevant CX during this difficult time.

Customer Centricity 66

Customer Centricity Customer Experience Customers 66

Optimove

MARCH 20, 2020

The COVID-19 pandemic currently impacting our world is something I once only believed was possible in Hollywood movies – schools being closed for more than a month in some areas, entire companies forcing employees to work from home, restaurants and bars closing and the scary thoughts of how this is impacting our economies all while we worry about keeping ourselves and our loved ones safe and comforted during the ever-changing turning of events while they unfold.

Marketing 40

Marketing Events Webinar Customer Centricity 40

ChurnZero

MARCH 20, 2020

The Goldilocks Principle in Customer Success: Finding the ‘Just Right’ Skill Balance. Not too hard, not too soft, Customer Success skills need to be “just right. ” Or do they? Spun from the beloved children’s fairytale about a home invasion conducted by an unsupervised, malnourished child (thanks, Reddit ), the Goldilocks principle states that something must fall within certain margins, as opposed to reaching extremes.

Customer Success 52

Customer Success Customer Centricity Webinar Return on Investment 52

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A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.

Customer Experience

Oracle

MARCH 20, 2020

For most people, doing taxes is a chore. But a strange thing can happen to those who use modern tax prep solutions—they may even enjoy it. How could this be? We get an impression early in life that taxes are tedious, complex, and stressful. Yet in spite of this, brands like TurboTax and H&R Block leverage customer experience sweet spots that make tax filing a relative pleasure.

Entertainment 52

Entertainment 2018 Connections Financial 52

Forrester's Customer Insights

MARCH 20, 2020

Earlier this week, CX research directors David Truog and Harley Manning published a blog post that highlights two key points that I urge CX leaders who manage VoC programs to consider: understanding your customers is critical right now, and it is time to adapt your approach to CX. When it comes to your VoC program: […].

Blog 62

Blog Management Measurement Customer Centricity 62

Qualtrics

MARCH 20, 2020

To provide the care patients need during the COVID-19 outbreak, healthcare workers need increased support and resources to perform their jobs and keep healthcare systems running at peak performance. Keeping healthcare workers safe and equipped with the support and resources they need is crucial to providing the care patients require during the COVID-19 outbreak.

Healthcare 34

Healthcare Leadership Connections Feedback 34

C Space

MARCH 20, 2020

The Brand Move Roundup – March 20, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. Chris Nurko. Chief Innovation Officer, C Space. We started this series of brand updates just over a week ago, 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).

2020 40

2020 Brands Retail Transportation 40

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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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