6 Customer Retention Strategies You Need to Implement
Method:CRM
JULY 2, 2020
Sat.Jun 27, 2020 - Fri.Jul 03, 2020
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The Power of Customer Advocacy in Unprecedented Times
Influitive
JUNE 29, 2020
As we start to fall into a routine in this “new normal,” the need for customer engagement and advocacy continues to grow. According to data presented at the Forrester/SiriusDecisions Summit in May, companies who focus on advocacy in their customer marketing programs drive deeper relationships over time. In fact, 92% said it increases their credibility […].
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Servicing Customers In Today’s Climate
Strikedeck
JUNE 30, 2020
Keri talks about how to guide and engage clients in today's climate.
3 Ways to Balance Between Acquisition and Retention
Lumoa
JUNE 30, 2020
Acquisition and retention are of paramount importance if your business is to succeed. In this piece, find out three ways to juggle between the two seamlessly.
Turn Payments Into Personalization: Unlock the Value of Transaction Data
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.
How to Run a Voice of the Customer (VoC) Program
GetFeedback
JUNE 30, 2020
Simplified CX YouTube series episode on how to run a successful VoC program.
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Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
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How to Stop Losing Your Customers
The DiJulius Group
JULY 1, 2020
1. Feature Article How to Stop Losing Your Customers By John DiJulius, Chief Revolution Officer One of the most frustrating pain points for customers is dealing with businesses that are paranoid of customers taking advantage of them. This leads to a significant amount of time spent by companies creating and enforcing policy versus creating. Read Full Article.
How to Measure Customer Retention
CSM Magazine
JUNE 29, 2020
Get ready to do a little math. While not my typical lesson, this is very important. It’s about customer retention—which can lead to customer loyalty. Loyal customers are important to all businesses regardless of industry or size—large, small, B2B or B2C. Most businesses know their numbers, but do they know the right numbers? It’s easy to measure customer satisfaction at different levels.
When Was the Last Time You Experienced Your Customer Experience?
Innovative CX
JULY 1, 2020
Or put another way, when was the last time you: Accessed your website from a mobile device? Checked to see if a promotion code works when you try to enter it online? Asked one of your field sales representatives about the specifications of one of your products? Used your interactive voice response unit to access your account information online?
How to Use Machines to Deliver Great Customer Support
GetFeedback
JUNE 29, 2020
Scale your hyper-personalized customer support program with the help of AI and chatbots.
The Ultimate Guide to Monetizing Customer Learning
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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.
How Have your Customers’ and Employees Expectations Changed?
CX Accelerator
JULY 1, 2020
Written by Nick Glimsdahl. We find ourselves in unprecedented – certainly, the word of the year – times. While America and the globe continues to #stayhome for the health of our fellow man and woman, we all would do well to reflect on and capture lessons learned. One question asked repeatedly in this season is, “When will we return to normal?” But, in the rush to return to normal, let’s all take time to consider what is worth hurrying back to.
Your Customers Are Always Watching – Tip #5
Steve DiGioia
JULY 2, 2020
What do you do when you think no one is watching? Are you chewing gum, twirling your hair, or resting your foot on the wall behind you? Do you tell off-color jokes because you think no one can hear you? Is your posture one of confidence or submission? Is your face warm and welcoming to others or stern and stand-offish? Would a customer feel comfortable approaching you or rather seek out someone else for assistance?
Lucky Seven! Calabrio Named a Top Workplace Seven Times Running
Calabrio
JUNE 29, 2020
When nominations opened for the 2020 Star Tribune Top Workplace rankings in January, no one anticipat ed the changes that would impact us, come March. In just two months, our focus on nurturing a human-centric workplace faced an entirely new challenge when we pivoted to a 100 percent work-from-home model due to COVID-19. . I ha ve title d this blog post “ Lucky Seven” but it is of course not luck that has us gaining this recognition for the seventh year running.
Mike Wittenstein Talks About Keeping Up with Constant Change, Creating Journey Maps, and Building Your Business Around Your Clients
Storyminers
JULY 2, 2020
Read the original article here. ———————————————————————— We sat down with some professional speakers and asked them about the challenges and keys to success in their profession. Mike Wittenstein talks to us about keeping up with constant change, creating journey maps, and building your business around your client.
Reimagine Your Communications With A Unified Platform
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
How Have your Customers’ and Employees Expectations Changed?
CX Accelerator
JULY 1, 2020
Written by Nick Glimsdahl. We find ourselves in unprecedented – certainly, the word of the year – times. While America and the globe continues to #stayhome for the health of our fellow man and woman, we all would do well to reflect on and capture lessons learned. One question asked repeatedly in this season is, “When will we return to normal?” But, in the rush to return to normal, let’s all take time to consider what is worth hurrying back to.
Re-Imagining Your Customer Experience in a Time of Change
Beyond Philosophy
JULY 2, 2020
Some people watch things happen, some make things happen, and some say, “what happened?” Some organizations out there concerning the pandemic (and maybe other things, too) are falling into that third category. In this issue, we will discuss how to avoid being one of them. There’s a silver lining in everything, even this pandemic. We discussed this subject in a recent podcast.
Customers Want to Feel Heard—Calabrio and UJET can Help You be a Better Listener
Calabrio
JUNE 30, 2020
After months in total or semi-isolation, today’s customers—especially those with less disposable income due to economic shutdowns—have an even greater need to feel heard by the customer service teams they contact. But what customers actually mean when they say they want to be “heard” might surprise you. Calabrio’s recent Evolving World of Work study —which researched how the COVID-19 pandemic impacted and will continue to impact customer service expectations and contact center operations—found i
5 Ways Your Contact Center Can Keep Delivering Exceptional Customer Experience in Exceptionally Challenging Times
NICE inContact
JULY 1, 2020
The past few months have presented huge challenges for businesses and employees around the world, including the disruption for many to a work-from-home environment. While the majority of contact centers are well past the initial hurdle of providing agents access to work from, it was no easy feat as many didn’t have an agile infrastructure that supported a seamless transition.
Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience
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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?
Mike Wittenstein: I am by no means an actor
Storyminers
JULY 1, 2020
Check the original article here. Mike Wittenstein Show Notes. Mike Wittenstein had not acted since his junior high school play. But he decided to take an acting class and it helped him to grow his business. Listen to Mike tell his story of how he discovered a way to improve the customer experience by using the fine art of acting in a whole new way. Mike grew up in Orlando, FL, on the same land his great grandparents grew oranges and raised dairy cows.
The Difference Between B2C and B2B Customer Journey Mapping
GetFeedback
JULY 1, 2020
Simplified CX YouTube series episode on customer journey mapping for B2B and B2C companies.
Solving 2020’s CX Challenges: 3 Influencers from SAP SAPPHIRE Weigh In
Experience Investigators by 360Connext
JUNE 30, 2020
A special thanks to Sarbjeet Johal , Theodora Lau , and Sarah Evans for their contributions to this article. There’s never been a year quite like 2020. Large organizations in every industry are grappling with strategic plans and annual goals requiring complete restructuring. Small businesses are struggling with cash flow and innovating around how to deliver on their products and services.
Younger Generations Expect Digital-first Customer Service - Are You Ready?
NICE inContact
JUNE 30, 2020
What is new is the impact that rapid digital technology advances have had on younger age groups. "Digital native" Millennials and Generation Z have grown up in an ever-connected world of online shopping, social media, and all the world's information at their fingertips. Some don't know any other way.
The Open CCaaS Advantage Report
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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.
The Value of CX: Why We Need To Start Talking About NPS Again
Alida
JUNE 30, 2020
A Q&A with Crystal Miceli, Vice President and Head of Product Management.
Effortless Experience IS NOT Enough, Here’s Why!
GetFeedback
JULY 1, 2020
Simplified CX YouTube series episode on the effortless experience concept.
3 CX Influencers on Solutions to 2020’s Challenges [SAP SAPPHIRE NOW RECAP]
Experience Investigators by 360Connext
JUNE 30, 2020
A special thanks to Sarbjeet Johal , Theodora Lau , and Sarah Evans for their contributions to this article. There’s never been a year quite like 2020. Large organizations in every industry are grappling with strategic plans and annual goals requiring complete restructuring. Small businesses are struggling with cash flow and innovating around how to deliver on their products and services.
The Power of Microaggressions (and how they manifest themselves within CX)
Horizon CX
JULY 2, 2020
I had never heard of the term microaggressions until the recent uprising over the George Floyd killing by a Minneapolis police officer. To be clear, that was not a microaggression. That was a racist act of killing for pure pleasure by the hand of someone whose job it was to protect and serve the public—an officer of the law whose empathy and emotions were unchecked and fully unleashed while two fellow officers of the law stood by in silence allowing the killer to finish up his deadly deed.
11 Tips to Drive Learning Content Consumption
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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,
You Can’t Automate Your Customer Relationship
ShepHyken
JULY 1, 2020
I recently wrote an article in Forbes about how three out of four customers are more loyal to your employee than your business. This research came from OnePoll on behalf of DaySmart Software. They surveyed 2,000 Americans and found that in many businesses, customers are more loyal to the employee—so much so that almost half (48%) will follow their favorite employee if they leave to work at a competing business.
How to Use the Customer Satisfaction Score (CSAT) Metric
GetFeedback
JUNE 30, 2020
Simplified CX YouTube series episode on how to use the CSAT metric.
6 Ways to Boost Customer Experience Design Adoption & Growth
eglobalis
JUNE 28, 2020
Customer Experience increase Adoption and Revenue and listen to customers. The post 6 Ways to Boost Customer Experience Design Adoption & Growth appeared first on Eglobalis.
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