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CX University
MARCH 27, 2020
I left the technology company I co-founded five years ago to start my new online business. I was very fortunate to be able to work from home – no more long commutes, or endless meetings that produced little innovation, and best of all, I left work politics behind. . Soon after I started working from home, my life turned over on its heels. My otherwise very healthy wife became extremely ill.
Ecrion
MARCH 27, 2020
written by. Craig T. Watkins. Ecrion Chief Revenue Officer. The vast majority of B2C companies today claim to differentiate themselves primarily on experience–even over price. They’ve undertaken large CX projects, and the vast majority of them think they deliver exceptional experiences. But a very small percentage of consumers agree. So the project didn’t accomplish much.
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CSM Magazine
MARCH 27, 2020
When we come together, great things happen. We are stronger when we work as a team because people can exchange ideas, ensure a smooth flow of information, ensure a precise set of goals, and much more. Some large companies may experience trouble establishing cohesiveness at the workplace. But smaller teams and startups have a unique advantage in their capacity to establish a tight-knit group.
NICE inContact
MARCH 27, 2020
Jeff Kennon, Director of Customer Experience for NeoNova, a customer support enterprise servicing some of the world’s leading internet service and telecom providers, says that leveraging a workforce management platform helped delight both customers and agents. He explains how opening new channels has made for a great customer experience.
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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.
ProProfs Chat
MARCH 27, 2020
Remember when your business had limited platforms, mostly email, mail, and phone support, to help customers reach your brand? We’ve obviously come a long way from those times. No wonder customers today are more concerned about how their customer support experience might turn out with a brand. They know you have more platforms in place to help them reach your brand faster in times of need. “ More than 60% of modern consumers care less. about the price if they are getting the. best customer experi
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
inSided
MARCH 27, 2020
It’s been a couple of weeks for most of us now, and a lot of us in the SaaS and Customer Success industries are getting into the swing of fully remote working. Maybe you’re already used to working remotely on occasion, perhaps you’re part of a fully-remote organization, or maybe you’ve never picked up your laptop outside of the office’s four walls—but whatever your situation, you’re no doubt having to deal with some significant changes to “business as usual” at the moment.
ProProfs Chat
MARCH 27, 2020
It’s no secret that customer service is an essential aspect of every business. That said, many companies overlook their customer experience, and they don’t often consider it an ROI generating metric. There are many reasons to believe that customer service has a direct impact on the bottom line, especially as we move into a more “buyer-centric” economy.
Totango
MARCH 27, 2020
Attracting new leads is great—but what then? Retaining loyal customers is equally as important as converting them in the first place, perhaps even more so. How do you address, much less predict, your customers’ needs and goals as they naturally grow and evolve over time in order to foster a lasting connection? Good B2B Customer Lifecycle Management (CLM) solutions set both you and your customers up for long-term success.
Customer Enthusiast
MARCH 27, 2020
I suddenly have a lot more time on my hands. It’s made me think about how, as a customer service consultant, I can offer value to clients at a time of unprecedented crisis where the primary focus, understandably, is survival. Then it occurred to me that I should start where, really, everything starts: purpose. I’m […]. The post In times of crisis, reaffirm your purpose appeared first on Steven Curtin.
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
Team Support
MARCH 27, 2020
In an era where remote work has become commonplace, many customer success managers aren’t too happy. Why? Don’t the enjoy working from their home office? Sure, many professionals do, but their dissatisfaction is because the home office lifestyle inhibits their ability to meet face-to-face with customers. These in person interactions are the foundation of many excellent customer relationships, and it can sometimes be a challenge to build or sustain relationships without them.
ProProfs Chat
MARCH 27, 2020
Customer experience is the new marketing battlefront – Chris Pemberton. A vast majority of marketing and customer-relation experts believe that customer experience is about to take over aspects like product price and quality and we could not agree more. Contemporary consumers are demanding more than just a product/ service at a reasonable price.
Chadwick Martin Bailey
MARCH 27, 2020
“Consumption is driven by very strong motivations, like emotion, identity, and social connection. Those motivations aren’t going anywhere, but the values, habits and norms that shape what we consume and how we consume could shift dramatically.” -Dr. Erica Carranza in “ After Panic Buying Subsides, Will Coronavirus Make Lasting Changes To Consumer Psychology ?”.
ProProfs Chat
MARCH 27, 2020
A satisfied customer is the best business strategy of all – Michael LeBoeuf. You have decided to survey your customers. Great! You have decided to survey your customers. Great! But is it enough to be aware of this strategy? Of course not, you need to understand what makes a good survey and how can you effectively gauge customer satisfaction with it.
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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
Happy or Not
MARCH 27, 2020
A new way to capture even more feedback and real-time insights Engagement with customers and employees across multiple channels is arguably more important than ever before. HappyOrNot offers […]. The post HappyOrNot releases new Smiley Link appeared first on HappyOrNot.
NetBase
MARCH 27, 2020
What can companies learn from the eLearning challenges that homebound families are facing? Smart brands can use this information to offer solutions and build their consumer base. With schools around the country closed due to Coronavirus, many institutions are handling the pandemic by turning to elearning or offering a break. While parents, concerned about their children’s education, attempt to grapple with tests, attendance requirements, graduation, and college, the Arts and other educational in
ClientSuccess
MARCH 27, 2020
Customer Success Friends: We’re seeing the impact of the COVID-19 crisis across our space with some excellent customer success professionals being laid off. To help, we’ve compiled a list of job openings. View Job Openings. The post Customer Success Job Openings appeared first on ClientSuccess.
Gainsight
MARCH 27, 2020
The COVID-19 pandemic is fundamentally changing how we practice and experience healthcare in the United States and digital health platforms, like yours, are at the heart of this transformation. Because of you, patients today have access to care at their fingertips. Adoption of telemedicine platforms like American Well and TytoCare bring healthcare directly into our homes.
Speaker: David Nisbet, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
ShepHyken
MARCH 27, 2020
This week we feature an article by Eralp Arslan, a digital marketing specialist at JotForm. He writes about different types of customer experience surveys and how they can help businesses gain customer loyalty. Did you know that customers who have a positive experience are 54 percent more likely to make another purchase and are five times more likely to recommend your brand to others ?
Maru Group
MARCH 27, 2020
My daughter is climbing the wall. Literally. Before the coronavirus pandemic, the social distancing and the shelter-in-place orders, she spent 3 hours a day, 4 days a week at a rock-climbing gym. Rock climbing is her thing – keeping her happy, fit and anxiety-free. But these days…needs must, right? Luckily for her we live in a loft with brick walls, giving her many full and half crimps to utilize.
Ian Williams
MARCH 27, 2020
Featuring the silky skills of Mr. James Dodkins , the CX Rockstar … The post THE #CORONAVIRUSCANTSTOPUS #CX COLLABORATION CHALLENGE #2 – Drums & Guitar #clapforNHS #ClapForOurCarers appeared first on Customer Experience Consulting.
ProProfs Chat
MARCH 27, 2020
A satisfied customer is the best business strategy of all – Michael LeBoeuf. You have decided to survey your customers. Great! You have decided to survey your customers. Great! But is it enough to be aware of this strategy? Of course not, you need to understand what makes a good survey and how can you effectively gauge customer satisfaction with it.
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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.
Lithium
MARCH 27, 2020
Are you unsure what your strategy should be next week, let alone 3 months from now? If so, you are not alone. Social Marketers, Community Managers, and Digital Care professionals around the globe are facing an unprecedented challenge to adapt their strategies in the wake of COVID-19. Join our webinar on March 31st to get actionable strategies from the Khoros Strategic Services team and ask your own questions.
ProProfs Chat
MARCH 27, 2020
Customer experience is the new marketing battlefront – Chris Pemberton. A vast majority of marketing and customer-relation experts believe that customer experience is about to take over aspects like product price and quality and we could not agree more. Contemporary consumers are demanding more than just a product/ service at a reasonable price.
DemandJump
MARCH 27, 2020
Marketers want to know what led to every sale, if possible. That desire means marketing pros need a way to assign value to the actions customers take before taking the decisive step to buy a product or service.
West Monroe
MARCH 27, 2020
There’s no question the COVID-19 crisis is deeply impacting our nation’s hospitals and health systems – and the reverberations will likely be felt for years to come. Aside from caring for critically ill patients, health systems need to rapidly increase capacity for coronavirus patients. On March 18, CMS, the Surgeon General, and the American College of Surgeons urged hospitals to postpone non-urgent elective procedures.
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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.
Kustomer
MARCH 27, 2020
Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe Larsen is joined by the CEO of Kustomer, Brad Birnbaum. They discuss the transformation and evolution of the customer service experience over the last two decades. Brad started his customer service career by founding eShare Communications. As Chief Technology Officer and Executive Vice President of Product Development, he helped create the first chat tool used for customer support.
Kitewheel
MARCH 27, 2020
Recent events have shown the importance of omnichannel approaches to customer service. With call centers closing or shifting to remote, it’s crucial to evaluate how you can maintain high-quality service during this difficult time. Even under normal circumstances, brands lose over 62 Billion dollars of revenue each year due to bad customer service.
DemandJump
MARCH 27, 2020
The Oxford Dictionary defines Attribution as "the action of regarding something as being caused by a person or thing". The term went from obscurity in the early 20th Century to relative popularity in the 2010s and today as more people asked questions like these. Why do people do what they do? What causes people to think or feel a certain way?
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