Qualtrics

APRIL 27, 2020

Customer Care Managers are used to dealing with regular surges in demand. Most customer care centers (also referred to as contact centers) have an established process, planned months in advance to ensure they cope adequately and maintain the customer experience. The stakes are high - one bad experience is enough for customers that loved the brand to shop elsewhere. 32% of all customers would stop doing business with a brand they loved after one bad experience. - Future of Customer Experience, Pw

Customer Care 36

Customer Care Self Service Chatbots Airlines 36

NetBase

APRIL 27, 2020

Social media has given birth to many things that can be considered useful in today’s business world, but perhaps the best invention is the meme. In present culture, the meme reflects current news, changing moods of the people, as well as trends. And companies paying attention to this have a real opportunity to connect with their audience more than ever.

Culture 63

Culture Consumers Social Media Entertainment 63

CX University

APRIL 27, 2020

Across almost every channel, be it a digital publication, fireside chat, webinar, podcast, or social media buzz, we hear about how to prepare for a return to normalcy (normal means conforming to something usual, expected, and typical). There is nothing typical about what has just happened to the world in the past month or two. Our economies have turned over on their heads.

Touchpoint 96

Touchpoint Social Media Retail Government 96

Lumoa

APRIL 27, 2020

Digital customer experience is the online experience and the journey your customers go through while interacting with your brand. As a result of increased usage of digital technology, customers’ expectations of digital services are higher than ever – making the digital customer experience more important than ever.

Customer Experience 259

Customer Experience Online Experience Customer Expectations Customers 259

Speaker: Loreal Lynch, 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.

Data

Comm100

APRIL 27, 2020

In a truly customer-centric organization, the only real way to deliver cohesive digital support is with an omnichannel approach. Omnichannel platforms give agents visibility into their customers’ entire conversation history, no matter which channel they reach out from. This diversity in communication channels requires that companies structure their workflows and route incoming messages efficiently to deliver on the omnichannel promise.

Omni-Channel 147

Omni-Channel eBook Automotive CRM 147

Bizagi

APRIL 27, 2020

So, you want to deploy Robotic Process Automation in your business? Great! It can boost efficiency, help to ensure compliance, and free up employee’s time to focus on value-add tasks. But beware, the failure rate of RPA implementation and adoption is 30-50%, according to EY. They fail because the RPA implementation process is complex. If you’re going to introduce robots into your business to automate processes, there are a few things that you need to consider….

Banking 64

Banking Guidelines eBook Technology 64

ShepHyken

APRIL 27, 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. Shake Shack to return $10 million government loan intended for small businesses by Allyson Chiu. (Washington Post) Shake Shack is returning all $10 million it received from a federal loan program intended to help small businesses amid the ongoing coronavirus pandemic,

Customer Service 82

Customer Service Government Hospitality Trends 82

Talkdesk

APRIL 27, 2020

“Talkdesk’s commitment to innovation and development philosophy stood out to us, making it clear that Talkdesk was the right partner to advance and future-proof our customer service operations,” said Jared Arnold, chief information officer, Advisors Excel. Advisors Excel is a US-based organization focused on building best-of-breed financial practices to bring unparalleled service to independent financial professionals while supporting every aspect of their business.

Financial 60

Financial Contact Center Analysis System 60

Gainsight

APRIL 27, 2020

From the beginning, we’ve said that Customer Success is not just a department – it’s a company-wide priority. Over the years, we’ve discussed how CS needs to be intimately-connected to Sales , Product , Marketing , and other functions. We even wrote about how CEOs need to take more ownership of Customer Success. But one voice hasn’t been prominent enough in the Customer Success dialogue – Finance.

Chief Customer Officer 59

Chief Customer Officer ROI Hospitality Customer Success 59

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Doing CX Right

APRIL 27, 2020

What does humanizing business mean? How do you actually do CX right during and post Covid19. I spoke about these topics at CCW Digital’s summer 2020 event. If you are unfamiliar with the conference, CCW brings thousands of customer contact, customer experience, technology, marketing, and operations professionals together for inspiring keynotes and interactive discussions. .

Conference 52

Conference Culture Employee Experience Interaction 52

Ian Williams

APRIL 27, 2020

Second tune from Project Lockdown called Lockdown, fifth iteration including drums, three guitars and bass, featuring Ian from Jericho, James Dodkins, the CX Rockstar, Freddie Pugh and William Carson from Ascensos playing both acoustic guitar and bass! The post Second tune from Project Lockdown called Lockdown, fifth iteration including drums, three guitars and bass appeared first on Customer Experience Consulting.

Consulting 52

Consulting Customer Experience Customers 52

COPC

APRIL 27, 2020

We’ve all had to adjust to a new reality in recent weeks — a reality that affects our economy and businesses on a daily basis. Companies have responded by changing themselves, and quickly. From retooling and reorganizing to relocating entire workforces, the companies that have been able to react the quickest will be those in the best position to prosper — regardless of what the future holds.

Contact Center 52

Contact Center Competitive Advantage Call Center Course 52

DemandJump

APRIL 27, 2020

With talks of a recession looming on the horizon, businesses everywhere should be planning ahead. For many, this may mean reallocating money—or slashing budgets. That means different departments will be competing for less and doing whatever they can to make the most impact for the good of the business. So, how do you measure the worth of your marketing strategy?

Marketing 52

Marketing Measurement Strategy 52

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Communication

C Space

APRIL 27, 2020

The Brand Move Roundup – April 27, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. We started this series of brand updates on March 12, 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).

Brands 52

Brands Fashion Social Media Sports 52

kommunicate

APRIL 27, 2020

The chatbot to human hand-off plays an important role in customer support. It is useful when your chatbot is unable to understand the visitor query and fails to answer them. Let say you visit a specific website that is empowered by chatbots. Assume that you ask a specific question to a chatbot but it fails [.]. The post Dialogflow Chatbot to Human Handoff appeared first on Kommunicate Blog.

Chatbots 52

Chatbots Customers 52

Forrester's Customer Insights

APRIL 27, 2020

Small businesses globally are experiencing a serious credit crunch from COVID-19 lockdowns. Many small and medium-sized businesses sit on little if any cash reserves and some have already lost most of their revenue; but they still have to pay their bills, maintain their supply chain, compensate their employees, and repay their debts. Millions of businesses […].

Banking 48

Banking Financial Customer Experience Management 48

Steve DiGioia

APRIL 27, 2020

…why some plans fail and 4 methods for continuous improvement. You’ll Never Improve if You’re Married to Your Ideas. Throughout my hospitality career, I’ve heard countless managers say, “ That’ll be ok, it will work ” or “ Let’s do it this way, try it. What do you have to lose? ”. Or my favorite one… “ I know what I’m talking about, trust me ”. But when I question their plan or point out ways the plan may not work out as intended, I’m asked why I’m being so “negative”.

Customer Journeys 227

Customer Journeys Hospitality Innovation System 227

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Tips

Forrester's Customer Insights

APRIL 27, 2020

COVID-19 Is Proving That Consumer Voices Can Influence Business Decisions Last week, major corporations learned firsthand the power of values-based consumers. Many received harsh backlash after applying for and receiving funds from the Paycheck Protection Program (PPP), intended to help small businesses keep their workforces employed amid the COVID-19 crisis.

Marketing 41

Marketing Government Consumers B2C 41

SmartKarrot

APRIL 27, 2020

A collection of some of the best newsletters to stay updated on the latest in the customer success space. All interested teams can sign-up to these and receive updates to their mailbox. #1 SixteenVentures. by Lincoln Murphy. Lincoln Murphy is a leading customer success consultant, keynote speaker, and author. One of the most followed newsletters in the Customer Success space, it does a great job of offering you the latest customer-centric growth tips. #2 Keep THE CUSTOMER. by Diana De Jesus.

Customer Success 12

Customer Success Chief Customer Officer Tips Customer Centricity 12

Forrester's Customer Insights

APRIL 27, 2020

Our team of security and risk analysts spent the past few months brainstorming and curating tactical and strategic advice designed to improve your security programs for 2020 and beyond. and then along came the COVID-19 global pandemic. In the midst of this, firms are undergoing a shuffle of priorities to accommodate a […].

Customers 41

Customers 41

SmartKarrot

APRIL 27, 2020

Role: Director, Customer Success Location: San Francisco, CA Organization: Aria Systems Aria Systems is looking for someone who will be able to engage with Aria’s Enterprise customers to drive opportunities, renewals and overall customer satisfaction. This role will be reporting to VP, Customer care. Maximize customer retention, renewal rates and expansion in existing customers.

Customer Success 10

Customer Success Customer Satisfaction Sales Customers 10

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail

Forrester's Customer Insights

APRIL 27, 2020

Netflix’s blockbuster Q1 results grabbed the headlines last week. But this is just one event in a quarter that I believe marks a watershed in the evolution of streaming video. Let’s look at four significant announcements and then put it all together into the story of the quarter: Netflix topped its global net new subscriber […].

Consumers 41

Consumers Company Video Customers 41

ProProfs Chat

APRIL 27, 2020

“When you help others feel important, you help yourself feel important too.” – David J. Schwartz, Author, and Motivational Speaker. That’s exactly what Lego did for a seven-year old Luka Apps who was devastated after losing his favorite toy – Ninjago. The boy wrote a heartfelt letter to the company saying: Well, the company was thrilled to hear from their fan and wanted to make sure that they replied to his mail in the most unique way possible.

Customer Service 101

Customer Service Self Service Software Social Media 101

Gainsight

APRIL 27, 2020

via GIPHY. As I’ve written about , progress normally comes at us gradually, but COVID-19 has changed that and rapidly accelerated our progress toward the future. Virtual work, on-demand delivery, and telemedicine were all catapulted forward due to this terrible tragedy. And I discussed in the previous post, it’s likely we’re going back to the old world for some of these areas.

Software 99

Software Customer Success Sales Trends 99

Optimove

APRIL 27, 2020

One of the primary goals of retention marketing is to increase brand loyalty and maximize customer lifetime value (CLTV). This especially gains importance during stressful times like now as the world adapts to COVID-19 and its aftermath. There is a growing expectation that brands need to convey relevant, timely, yet – not creepy communications as customers exposure to additional touchpoints, and marketers’ arsenal of channels grows.

Customer Journeys 69

Customer Journeys Marketing Touchpoint Guidelines 69

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Training

Gainsight

APRIL 27, 2020

COVID-19 or not COVID-19, I bet you have heard that question many times, as it is one of the most common topics posed in #CustomerSuccess forums, conferences, blogs, and management meetings. There is also a striking commonality in the responses to the question. In essence, the argued position is usually either a ‘Yes’ or a ‘No’: clear, decisive, and primarily supported by one’s conviction, with minimal objective information supporting the position.

Sales 71

Sales Customer Success B2C Analysis 71

PK

APRIL 27, 2020

With the recent release of the White House’s Guidelines for Opening Up America Again , you might have noticed the term “contact tracing” throughout. Like social distancing, we’ll become intimately familiar with its application over the next few months. Rapid contact tracing using mobile technologies is the next step in fighting COVID-19. As a leader in app development, PK has piloted its own contact tracing app called PKontact that can be used by companies and public health organizations around

Healthcare 80

Healthcare Government Guidelines Technology 80

Bold360

APRIL 27, 2020

Subscribe via iTunes , Spotify and more. How do you engage your customers? Customer advocacy has gotten to be a corporate buzzword like CX or content marketing. But there’s a lot to building a great customer advocacy program. How do you approach your customers? How do you engage with them? How do you build a durable relationship? Basically, how do you build customers so loyal that they are excited to talk about your brand?

Communication 52

Communication Customers Engagement Marketing 52

SmartKarrot

APRIL 27, 2020

SaaS insights enable IT leaders to get the most value out of their SaaS subscriptions by making the insights actionable. Your SaaS product may generate the most earthshaking data-driven insights for enterprises. Still, without anticipating and addressing how customers will act on them, you’re creating barriers to sales and client success. Most enterprise-focused software companies have successfully moved their products up the maturity curve from data to information to insights, creating the pote

Connections 10

Connections Metrics Analytics Customer Centricity 10