IntouchInsight

APRIL 17, 2020

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

Consumers 82

Consumers Brands Sales 82

ReviewTrackers

APRIL 13, 2020

Social Media 65

Social Media Customer Retention Customers 65

ERDM

APRIL 16, 2020

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

B2B Marketing Connections Customers 52

InMoment XI

APRIL 16, 2020

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.

Innovation 487

Innovation Customer Retention Article Customer Experience 487

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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

Experience Investigators by 360Connext

APRIL 14, 2020

If you have a journey map, I hope you are using it. COVID-19 and the ongoing fallout from it — remote teams, changing budgets, new family dynamics — are competing for your attention, but don’t let your journey map collect dust right now. It’s one of the most useful tools you have in your customer experience toolbox at this moment.

Customer Journey Mapping 374

Customer Journey Mapping Workshop Customer Journey Touchpoint 374

GetFeedback

APRIL 16, 2020

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

Customer Experience 195

Customer Experience Customers Article 195

InMoment XI

APRIL 14, 2020

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

NPS Customer Experience Article Insights 346

ShepHyken

APRIL 15, 2020

The other day I was talking to my friend and fellow customer experience (CX) expert, Dan Gingiss. He shared how he’s seen businesses take something that is either really boring or very serious—or both—and make them entertaining. He gave a great example. In a legal agreement—like the agreements we accept online when we sign up for Spotify or Netflix—there is usually a lot of “fine print.

Sports 144

Sports Entertainment Customer Service Training Information 144

CX Accelerator

APRIL 13, 2020

An original piece from Ben Motteram. As a CX manager, there comes a time when you have to start implementing changes within your organisation to help you to meet and exceed your customers’ expectations. These are the initiatives that are going to ensure you reach the goals you’ve defined in your CX strategy. This is where the rubber hits the road in CX management.

Customer Expectations 182

Customer Expectations Management Sales Customer Experience 182

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

Michel Falcon Experience

APRIL 15, 2020

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

Culture Hospitality Feedback Communication 103

The DiJulius Group

APRIL 13, 2020

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.

Customer Service Training 105

Customer Service Training Customer Service Hotels Insurance 105

ShepHyken

APRIL 14, 2020

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 121

2008 Communication Connections Loyalty 121

Lumoa

APRIL 13, 2020

”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.

Customer Insights 83

Customer Insights Feedback Insights Social Media 83

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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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ProProfs Chat

APRIL 16, 2020

It’s a very hot summer day, your refrigerator stops working. Or maybe something even worse happens in winters. Your radiator stops functioning on the coldest winter night. What is your instinct in such situations? Do you contact customer service vs. technical support ? Let’s not get into the debate of which one is more apt in these situations because you start by trying the self-servicing options first.

Loyalty 96

Loyalty Customer Service E-support E Commerce 96

Eptica

APRIL 15, 2020

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.

Net Promoter Score 95

Net Promoter Score NPS 2025 2020 95

ShepHyken

APRIL 17, 2020

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 129

Loyalty Rewards Programs Loyalty Programs 2021 129

Advantage Communications

APRIL 13, 2020

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.

Customer Service 98

Customer Service Magazine Consumers Customers 98

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

ProProfs Chat

APRIL 17, 2020

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.

Metrics 95

Metrics Measurement Customer Success Net Promoter Score 95

Heart of the Customer

APRIL 16, 2020

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

Customers Customer Experience 124

SurveySparrow

APRIL 14, 2020

Movies may make it look breezy but being a realtor is a challenge in itself. If you are a realtor, you are probably nodding a vigorous yes to the aforementioned. Being the negotiator, you have tons of demands to accomplish, shuttling between buyers and sellers, finding the dream house for one party and getting a good profit for the other. And what’s more?!

Feedback 92

Feedback NPS Social Media Measurement 92

One Millimeter Mindset

APRIL 14, 2020

Determine the clarity of virtual context before and during virtual meetings. So you tee up these meetings to create greater attendee participation and engagement. And create unanticipated, positive attendee experiences, as well. Are you overlooking this professional opportunity by merely recreating traditional meetings using your virtual platform of choice?

Presentation 85

Presentation Events Engagement Communication 85

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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? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro

Customer Experience

Calabrio

APRIL 16, 2020

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.

Connections 123

Connections Contact Center Customers Technology 123

ProProfs Chat

APRIL 17, 2020

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.

Customer Service 80

Customer Service Multi-Channel Social Media Customers 80

The DiJulius Group

APRIL 15, 2020

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 85

Loyalty Article Customers Customer Experience 85

Magellan Solutions

APRIL 16, 2020

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.

Telecommunications 82

Telecommunications Wireless Automotive 2002 82

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

Contact Center