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Seamlessly connect feedback data with Salesforce data to gather and act on insights that improve online customer experiences and drive business results. Product & News MORE
Depending on your personal point of view and experience, you either love using mail to grow your business, or you believe that it is an antiquated, ineffective format. MORE
It affects nearly half of Americans, and it has been shown to harm health in a way that’s comparable to smoking. What are we referring to here? Loneliness, of course. MORE
In the average day, I receive more than 120 business emails, about 40 text messages and “snaps” from Snapchat—and I won’t even begin to count other apps, personal emails and social media messages. But, even with working at Hallmark, I get less than one handwritten note a week. MORE
In the current climate, consumers are receiving countless marketing messages from organizations offering moral support, financial assistance, sales and more. Inboxes are overflowing and, as we approach the holidays, mailboxes will fill up further with direct mail advertising and holiday cards. MORE
What is Valentine’s Day all about? Consumers tend to imagine hearts, chocolate, cupid, and romance. For marketers, it’s all of that — plus dollar signs. With the holiday’s spending on the rise, however — research reported a projected $1.1 MORE
You’ve probably reevaluated your marketing strategies since the beginning of the pandemic. After all, consumer buying has changed quite a bit. As we move into the next “new normal” phase, then, be sure to consider an omnichannel approach that includes direct mail marketing. For many, this begs a specific question: Why emphasize direct mail when you have digital marketing? In an era of heightened social isolation, direct mail matters: People have renewed their excitement for hand-delivered items. MORE
COVID-19 catapulted CX to the top of company priorities—but are these trends here to stay? Find out three top findings from our recent CX study and discussion with senior CX leaders. Articles MORE
Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition. When your customers can buy what you sell from others, that’s called competition. That also makes it a commodity. MORE
Aside from the negative outcomes of the past year, there's one shining example of a positive consequence - the seismic shift towards a work from home model in the general workforce and more specifically among contact center agents and staff. MORE
If you’re looking for customer experience or service design inspiration, look no further. We’ve just announced our ten 2020 Service Design Award finalists. And no, that’s not a typo… Covid through a wrench into our annual awards schedule.). The Finalists. Commercial Work. MORE
The Mandalorian. The blockbuster hit on the Disney Channel. A keen and faithful observer can see many takeaways that relate to the way we offer service. I’ve already written about Bigfoot Customer Service and Landscaper Customer Service. MORE
Content marketing sells. In fact, it sells so well that most brands rely on a proprietary combination of traditional “salesy” advertising and more creative, education-focused pieces. MORE
How to prepare for your customers' changing expectations in the New Year according to Forrester’s 2021 CX predictions. Guides MORE
This article was originally published on SpinSucks.com. With all the digital marketing channels now available, direct mail has fallen out of favor with a number of marketers—an unfortunate turn of events for brands. MORE
This article was originally published on HR Daily Advisor. Times are tough for businesses. Rapid shifts in operations have left little time to plan or organize change management, and many leaders are now scrambling to keep teams engaged, motivated, and proactively tackling what needs to get done. MORE
Never in my life have I witnessed so many people collectively anticipate the turn of a calendar page. Yet many of the challenges from 2020 still remain. MORE
Highlights from a recent interview with Jeanne Bliss of Customer Bliss and Erin Fenn of Intouch Insight on listening to hear, humanity, and how to grow your customer experience practices to earn trust MORE
Buzzwords come and go in the customer experience world, but while we lose our patience with most, there are some that rightfully stick around. In 2013, Forrester Research landed on one such phrase – the ‘age of the customer’. MORE
When you watch election results on television, at the bottom of the screen, you may notice a percentage called “margin of error.” It’s typically around 3% in the polls. What does this mean exactly? This number indicates that the reported results could be over or under by about 3%. MORE
The fight against social isolation among older adults is not new for senior living community leaders and employees. MORE
NPS calculation formula and interpretation of data. Articles MORE
In recent years, a growing number of companies have discovered the magic in sending holiday-themed cards and well wishes to customers and employees alike. Of course, all the uncertainty over the past eight months has sparked even more interest in expressing appreciation and gratitude. MORE
Employees look forward to celebrating major holidays with co-workers at in-office or off-site events. To be sure, this year’s festivities might look a little different due to the current climate. MORE
Find out how a billion-dollar fashion retailer delivered a human experience to improve digital marketing results. MORE
Looking at incremental impact should be a part of every marketer’s data gathering checklist. After all, it’s an extremely helpful marker for those marketers who advertise in multiple channels and desire to compare the effectiveness of a single tactic. MORE
* This article was originally published on AdAge March 3, 2020, prior to the widespread recommendation of social distancing and limited in-person interactions. Initiatives that directly impact mental health and wellbeing also make good business sense. MORE
I’m a strong proponent of including a short description of the customer persona on each journey map. Otherwise, how do you know whose journey is being represented?) MORE
This is an exciting time for contact centers and the customers they serve. Modern technology, such as digital channels and chatbots, has empowered consumers with more control over how they interact with businesses. MORE
Your customers’ lives aren’t the same as they were a year ago. Their worlds are filled with everything from social isolation to trying to maintain focus and productivity while working (and learning) from home or maintaining social distance in the workplace. MORE
NICE inContact’s CXone offers a unified, intelligent suite of applications that cover all facets of contact center management. It can simplify administration requirements while streamlining the experience of users. MORE
Hallmark Business Connections
FEBRUARY 23, 2021
This article was originally published on SpinSucks.com. With all the digital marketing channels now available, direct mail has fallen out of favor with a number of marketers—an unfortunate turn of events for brands.
Hallmark Business Connections
FEBRUARY 17, 2021
This article was originally published on HR Daily Advisor. Times are tough for businesses. Rapid shifts in operations have left little time to plan or organize change management, and many leaders are now scrambling to keep teams engaged, motivated, and proactively tackling what needs to get done.
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Hallmark Business Connections
JANUARY 19, 2021
When you watch election results on television, at the bottom of the screen, you may notice a percentage called “margin of error.” It’s typically around 3% in the polls. What does this mean exactly? This number indicates that the reported results could be over or under by about 3%.
Hallmark Business Connections
NOVEMBER 2, 2020
In recent years, a growing number of companies have discovered the magic in sending holiday-themed cards and well wishes to customers and employees alike. Of course, all the uncertainty over the past eight months has sparked even more interest in expressing appreciation and gratitude.
Advertiser: Frontline Group
There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.
Hallmark Business Connections
DECEMBER 14, 2020
Looking at incremental impact should be a part of every marketer’s data gathering checklist. After all, it’s an extremely helpful marker for those marketers who advertise in multiple channels and desire to compare the effectiveness of a single tactic.
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Hallmark Business Connections
FEBRUARY 2, 2021
You’ve probably reevaluated your marketing strategies since the beginning of the pandemic. After all, consumer buying has changed quite a bit. As we move into the next “new normal” phase, then, be sure to consider an omnichannel approach that includes direct mail marketing. For many, this begs a specific question: Why emphasize direct mail when you have digital marketing? In an era of heightened social isolation, direct mail matters: People have renewed their excitement for hand-delivered items.
Hallmark Business Connections
NOVEMBER 9, 2020
Employees look forward to celebrating major holidays with co-workers at in-office or off-site events. To be sure, this year’s festivities might look a little different due to the current climate.
Hallmark Business Connections
JANUARY 5, 2021
What is Valentine’s Day all about? Consumers tend to imagine hearts, chocolate, cupid, and romance. For marketers, it’s all of that — plus dollar signs. With the holiday’s spending on the rise, however — research reported a projected $1.1
Hallmark Business Connections
OCTOBER 27, 2020
* This article was originally published on AdAge March 3, 2020, prior to the widespread recommendation of social distancing and limited in-person interactions. Initiatives that directly impact mental health and wellbeing also make good business sense.
Advertisement
Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!
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Hallmark Business Connections
DECEMBER 28, 2020
The fight against social isolation among older adults is not new for senior living community leaders and employees.
Hallmark Business Connections
DECEMBER 21, 2020
In the current climate, consumers are receiving countless marketing messages from organizations offering moral support, financial assistance, sales and more. Inboxes are overflowing and, as we approach the holidays, mailboxes will fill up further with direct mail advertising and holiday cards.
Hallmark Business Connections
OCTOBER 1, 2020
Depending on your personal point of view and experience, you either love using mail to grow your business, or you believe that it is an antiquated, ineffective format.
Hallmark Business Connections
SEPTEMBER 1, 2020
In the average day, I receive more than 120 business emails, about 40 text messages and “snaps” from Snapchat—and I won’t even begin to count other apps, personal emails and social media messages. But, even with working at Hallmark, I get less than one handwritten note a week.
Advertiser: Skilljar
Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!
Hallmark Business Connections
OCTOBER 19, 2020
Find out how a billion-dollar fashion retailer delivered a human experience to improve digital marketing results.
Hallmark Business Connections
OCTOBER 5, 2020
It affects nearly half of Americans, and it has been shown to harm health in a way that’s comparable to smoking. What are we referring to here? Loneliness, of course.
Hallmark Business Connections
FEBRUARY 4, 2021
Content marketing sells. In fact, it sells so well that most brands rely on a proprietary combination of traditional “salesy” advertising and more creative, education-focused pieces.
GetFeedback
AUGUST 23, 2020
NPS calculation formula and interpretation of data. Articles
Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises
It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.
IntouchInsight
AUGUST 20, 2020
Highlights from a recent interview with Jeanne Bliss of Customer Bliss and Erin Fenn of Intouch Insight on listening to hear, humanity, and how to grow your customer experience practices to earn trust
GetFeedback
FEBRUARY 10, 2021
Seamlessly connect feedback data with Salesforce data to gather and act on insights that improve online customer experiences and drive business results. Product & News
Kerry Bodine
FEBRUARY 6, 2021
I’m a strong proponent of including a short description of the customer persona on each journey map. Otherwise, how do you know whose journey is being represented?)
Comm100
FEBRUARY 18, 2021
Buzzwords come and go in the customer experience world, but while we lose our patience with most, there are some that rightfully stick around. In 2013, Forrester Research landed on one such phrase – the ‘age of the customer’.
Advertiser: ZoomInfo
Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!
NICE inContact
MARCH 1, 2021
NICE inContact’s CXone offers a unified, intelligent suite of applications that cover all facets of contact center management. It can simplify administration requirements while streamlining the experience of users.
Kerry Bodine
FEBRUARY 25, 2021
If you’re looking for customer experience or service design inspiration, look no further. We’ve just announced our ten 2020 Service Design Award finalists. And no, that’s not a typo… Covid through a wrench into our annual awards schedule.). The Finalists. Commercial Work.
Steve DiGioia
FEBRUARY 15, 2021
The Mandalorian. The blockbuster hit on the Disney Channel. A keen and faithful observer can see many takeaways that relate to the way we offer service. I’ve already written about Bigfoot Customer Service and Landscaper Customer Service.
GetFeedback
DECEMBER 16, 2020
COVID-19 catapulted CX to the top of company priorities—but are these trends here to stay? Find out three top findings from our recent CX study and discussion with senior CX leaders. Articles
Speaker: Adrian Speyer, Head of Community for Vanilla
Communicating in your native language is very powerful and can make customers feel welcome and heard. However, creating multilingual communities online is not just important - it’s complicated. Successfully supporting customers in their own language goes much further than just translation; there are many things to consider. Join us on March 9th, 2021 at 12:00 PM ET, as Adrian Speyer, Head of Community for Vanilla, shares his years of experience in creating and working with companies looking to create global communities. He will unveil his secrets for your success and the things to watch out for when you decide to dip your toes into creating multilingual communities.
NICE inContact
JANUARY 20, 2021
Aside from the negative outcomes of the past year, there's one shining example of a positive consequence - the seismic shift towards a work from home model in the general workforce and more specifically among contact center agents and staff.
Kerry Bodine
JANUARY 27, 2021
Never in my life have I witnessed so many people collectively anticipate the turn of a calendar page. Yet many of the challenges from 2020 still remain.
GetFeedback
NOVEMBER 30, 2020
How to prepare for your customers' changing expectations in the New Year according to Forrester’s 2021 CX predictions. Guides
NICE inContact
FEBRUARY 25, 2021
This is an exciting time for contact centers and the customers they serve. Modern technology, such as digital channels and chatbots, has empowered consumers with more control over how they interact with businesses.
Advertisement
Two-way engagement means creating opportunities for conversation. Go beyond the obvious step of responding to complaints and comments; your customers want and deserve more than that. Implement these four tips to boost your two-way engagement.
ShepHyken
SEPTEMBER 26, 2018
Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition. When your customers can buy what you sell from others, that’s called competition. That also makes it a commodity.
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