Sat.Apr 11, 2020 - Fri.Apr 17, 2020

article thumbnail

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.

article thumbnail

How to Establish Customer Retention Through Social Media

ReviewTrackers

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

5 Ways B2B Marketers Can Strengthen Customer Ties In Uncertain Times

ERDM

Article by Ernan Roman Featured on CMO.com For many organizations, the coronavirus has altered the way people work—with the most obvious change, of course, coming in the form of closed offices and people working remotely. B2B firms are no exception. However, in these days of social distancing, it’s especially important that companies remain connected with their employees and customers.

B2B 52
article thumbnail

Apollo 13: NASA’s Greatest Innovation Moment 50 Years Ago

InMoment XI

In normal times, most companies recognize that delivering an outstanding customer experience is a major factor in both customer retention and overall company success. During a crisis understanding the customer experience can become downright critical. In this article we will look in depth at customer experience problems and solutions through two stories, in order to.

article thumbnail

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!

article thumbnail

CX Confessions: Candid Conversations With Customer Experience Leaders

GetFeedback

SurveyMonkey's VP of CX Christine Rimer shares her thoughts on the evolving role of CX to kick off our monthly LinkedIn livestream series.

More Trending

article thumbnail

Company Culture of Truth: How to Get Employees Speaking With Conviction and Honesty

Michel Falcon Experience

Building a company culture of truth is a key priority for me and something I’m speaking candidly about. This quote summarizes why. “A great leader will provide a safe environment for people to tell the truth. Without truth, democracy, innovation, and trust are compromised.”. I heard coach George Raveling say this and I immediately bookmarked it.

Culture 103
article thumbnail

5 Tips From Volvo on Transforming the Customer Experience

InMoment XI

Volvo Sees Increase in NPS by Leveraging CX Insights When Volvo started its CX programme, the company was fixated on getting a higher response rate and higher NPS scores. The original state of the programme seemed to have left employees coaching customers to give higher scores and gaming the system to get the response rates. View Article.

NPS 346
article thumbnail

6 Ways To Capitalize On Customer Loyalty

The DiJulius Group

Now is the time to take your customer experience to a completely different level. In the BQ (Before Quarantine) era, the majority of business models were high tech and no touch. As a result of social distancing, we now long for a sense of community, belonging, and purpose, in a world in which people actually. Read Full Article. The post 6 Ways To Capitalize On Customer Loyalty appeared first on The DiJulius Group.

Loyalty 112
article thumbnail

Amazing Business Radio: Daniel Ramsey

ShepHyken

Working Remotely in Times of Crisis. How to Stay Productive and Deliver Amazing Customer Experiences from Far Away. Shep Hyken interviews Daniel Ramsey, CEO of MyOutDesk. They discuss strategies for adapting to a remote workforce without sacrificing productivity, connection or the customer experience. Top Takeaways: These are strange and unprecedented times.

2008 120
article thumbnail

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

article thumbnail

What is Voice Feedback and How can You Generate Customer Insights From it?

Lumoa

”Calls may be recorded for training and monitoring purposes”. This is a common pre-recorded message that I think we have all heard once or twice when calling a customer service department. Some firms receive over 10 000 hours of calls per day and it would take several years for one person to listen to and transcribe those calls. Having a person listening to every call and transcribing them isn’t really an effective strategy.

article thumbnail

The importance of listening to customers during COVID-19

Eptica

Date: Wednesday, April 15, 2020 Author: Taoufik Massoussi - Product Manager & Head of AI The importance of listening to customers during COVID-19. Published on: April 15, 2020. Author: Taoufik Massoussi - Product Manager & Head of AI We are clearly going through an unprecedented time of change due to the COVID-19 pandemic, which is disrupting all of our lives.

article thumbnail

PRESS RELEASE: Free Customer Service Training for Small Businesses Affected by COVID-19

The DiJulius Group

The DiJulius Group, one of the world’s leading authorities on customer service and customer experience, is giving small businesses, that have been affected by the quarantine, free customer service training for all their employees. The DiJulius Group works with companies like The Ritz-Carlton, Lexus, Starbucks, Nordstrom, Chick-fil-a, Nestle, Marriott Hotel, PWC, Celebrity Cruises, Progressive Insurance, Read Full Article.

article thumbnail

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%.

Loyalty 125
article thumbnail

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.

article thumbnail

4 Ways Chatbots Are Re-inventing Customer Service

Advantage Communications

Artificial Intelligence (AI) is radically changing all types of industries and business, and none more so than IT customer service. In recent years, AI-powered chatbots have become a huge part of the customer experience. In fact, despite chatbots being a relatively new technology, a study from Chatbots Magazine found that 67 per cent of consumers expect to either see or use messaging apps when talking to a business.

article thumbnail

Surveys in the Time of Pandemic

Heart of the Customer

I’ve been posting weekly videos on LinkedIn with advice on what CX professionals can do during this unsettling time. During Week 2 of the pandemic, I received a survey request that I felt was ill-conceived. The email –entitled “We’d love to hear your thoughts!” – had your standard “based on your current level of happiness […]. The post Surveys in the Time of Pandemic appeared first on Heart of the Customer.

Customers 124
article thumbnail

Stay Connected With Customers During Uncertain Times with Calabrio and Amazon

Calabrio

With the spread of COVID-19, customer service teams are leaving traditional contact centers to work remotely and promote social distancing. Staying connected and responsive to customers under these circumstances can be challenging; access to a cloud-based contact center can be critical to resolving the new influx of cases and maintaining business continuity.

article thumbnail

US Companies That Outsource And Remained Recession Proof

Magellan Solutions

Outsourcing can benefit businesses of all industries and sizes, especially during challenging times. For US companies that outsource offshore, one of its greatest benefits is additional support during recessions. While you can always outsource within your territory, a growing number of companies find it more effective to do it offshore. In fact, a lot of key industry players are taking advantage of offshore outsourcing.

article thumbnail

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

article thumbnail

Customer Feedback: The Importance of Both Positive and Negative Reviews

ChurnZero

This is a guest blog post by Alexa Drake from G2. No matter if you’re an associate or a CEO, you know how important the relationship you have with your customer is. . All business models rely on one thing: the people who like your product or service, buy it, and keep your company afloat. The rapport you keep with your customers is mission-critical to the success of your business.

article thumbnail

Tracking Shifting Travel Sentiment Caused by COVID-19

NetBase

Paul Coelho once said, “If you think adventure is dangerous, try routine, it’s lethal.” And he very well may be right – especially as we face week after week of lockdowns and stay-at-home orders. People are talking about travel – and it’s not all about boycotts or travel bans, which of course makes for salacious news in and of itself. Consumers are anxious to travel again, and the industry needs to be tracking shifting travel sentiment caused by COVID-19 to watch for consumer indic

Travel 81
article thumbnail

Purge Yesterday’s Storytelling Habits for Virtual Audiences

One Millimeter Mindset

By now, most of us are attending far more virtual meetings and presentations than we ever dreamed possible. With our days open 24/7 across global time zones, the assumption is that we all are “on call.” However, what isn’t “on call” are our levels of attention, energy and engagement. Because the more virtual we become, the more our storytelling habits need to be recalibrated to provide a wall-to-wall experience for attendees.

article thumbnail

Navigating the Many Channels of Customer Communication

Ecrion

76% of consumers think business should understand their expectations and needs. Yet how are you going to accomplish this task without setting up the right channels of communication? The truth of the matter is that your customers will have different preferences. From a customer segment that prefers talking through a screen to another that will want direct human interaction, it truly varies.

article thumbnail

How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

article thumbnail

4 Ways Communications Can Improve CX During a Crisis

Oracle

How do you continue to provide a great customer experience during a crisis, when the very definition of “customer experience” may have changed? Now the priority must be to address customers’ needs, not to try to persuade them to buy your products. As McKinsey & Company points out, “Particularly in a times of crisis, a customer’s interaction with a company can trigger an immediate and lingering effect on his or her sense of trust and loyalty.” Therefore, op

article thumbnail

7 LinkedIn Learning Classes That Will Inspire You

Myra Golden

We’ve suspended our onsite workshops, but if you have a LinkedIn Learning subscription, you can take Myra’s most popular customer service classes online. Head on over to LinkedIn Learning and start training with Myra now!

article thumbnail

Customer convenience is key to survive. Here’s how you measure it:

Hello Customer

If you are familiar with Steven Van Belleghem, you'll know that he recently provided a full slide deck on how to focus on customer experience during and after the corona crisis ( Link to the slides here ). In his presentation, Steven claims that in order to win a customer's heart these days, there are 3 elements you need to focus on: Having empathy.

article thumbnail

WFH edition: 9 top qualities of a successful contact center agent

Talkdesk

The recent coronavirus outbreak has put unprecedented pressure on the customer service industry. Contact centers are dealing with a surge of calls from customers who often have urgent needs, increasing the variety and level of difficulty of questions. Agents must be well-trained and prepared. . Businesses are turning to self-service tools and digital channels to relieve incoming call volumes, but many are also scaling their workforce by rapidly hiring customer service agents or repurposing other

article thumbnail

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.