Crucial Communications

Storyminers

In “ What We Say And How We Say It Matters More Than Ever ” (and in the accompanying video), you’ll learn about how to frame communications, not as a chore or a pattern. Instead, we’ll remind you how to communicate in profoundly human terms.

4 Keys to Successful Customer Communication in the Coronavirus Era

MaritzCX

The coronavirus pandemic has done more than upended how brands communicate with customers—it has completely changed the lives of customers across the globe. This article was originally published here.

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Communicating Who & What Matters Most

Wired and Dangerous

These days have seen a massive change in how we interact, collaborate and communicate with others. In times like these it is critical that we find ways to communicate how important our employees and customers are to our business. The “new normal” is anything but normal.

Aligning Customer Communication Styles With Your Own

Integrity Solutions

The Behavioral Styles ® model is an easy-to-use tool for assessing the behavioral characteristics that fall within four distinct customer communication styles: Talker, Doer, Controller and Supporter. Does communication style matter when it comes to sales?

Conquering CX Through Workforce Engagement

Speaker: Rosetta Carrington Lue, CEO, RCL Customer Experience Solutions, LLC

According to Gallup data, only 33% of employees reported they are engaged at work. Low engagement can be caused by several factors including lack of recognition by managers, poor company communication and not being aligned with the mission of the company. Tune in to this webinar and learn how investing and focusing on employee engagement allows your company to increase productivity, retain top talent, and increase your customers' experience.

20 CX Commitments for 2020

Experience Investigators by 360Connext

2020 – a year of vision ! 20 Customer Experience Commitments for 2020. They don’t have a voice in the meetings, decisions and communications in your organization unless you give it to them. Happy 2020! I’m weirdly excited about this year.

Customer Experience Lessons from 2020: Experts Chime In

Experience Investigators by 360Connext

We’re headed into the final weeks of one of the strangest years: A global pandemic shifted how we worked, socialized, interacted and communicated. These new and changing needs have driven organizations to invent new ways to create, communicate, and deliver on those expectations.

Live Chat Benchmark Data 2020

Comm100

Live chat has evolved considerably since this benchmark report first appeared four years ago, growing into a mature customer communication channel. Free Download: Live Chat Benchmark Report 2020. The post Live Chat Benchmark Data 2020 appeared first on Comm100.

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Trends in Customer Communication in 2020

Ecrion

The future of customer communication could mean the future of your business. The way you communicate your customers has a direct impact on their experience and behavior. Virtual reality, live streaming, and automation have shaped customer communication in 2019.

Effective Communication: A Critical Skill to Propel XM Success

Experience Matters

In fact, effectively informing employees about XM is so important that Ecosystem Communications is one of our 20 XM skills organizations must master to embed XM as a discipline. The post Effective Communication: A Critical Skill to Propel XM Success appeared first on Experience Matters.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

Making the Case for Digital-First Contact Center Communication — And Why it Matters More than Ever

NICE inContact

With consumers expecting to engage on their terms, in a way that’s easy and efficient, the flexibility and convenience of digital channels are an essential offering. For many organisations, this means making the business case for going digital to organisational leadership.

NICE inContact CX Transformation Benchmark 2020: How the Coronavirus Shaped Customer Expectations

NICE inContact

The study polled more than 2,500 individuals in the United States, United Kingdom, Australia, and Canada during September 2020 – specifically consumers who had communicated with a company through a customer service experience in the last three months.

May 2020

SurveyGizmo

Welcome to the May 2020 edition of the SurveyGizmo Monthly Insider newsletter. Our newest reporting integration joins our family of CRM, Marketing, and communication integrations. The post May 2020 appeared first on SurveyGizmo.

Best Chatbots – Top AI Chatbot Technology in 2020

Comm100

Best Chatbots 2020: Chatbot Providers that Stood Out of the Crowd. Ready to explore the best chatbots of 2020? As we near the close of 2020, companies are looking to make their operations more efficient without damaging the customer experience. By now, you likely already know.

The 9 Best Email Support Ticketing Systems 2020 – Reviews & Comparison

Comm100

For your customer support to be great (or even just functional) in 2020, you need the systems to back it up. Without further ado, here are our top 9 help desk software and email ticketing solutions in 2020. Reviewers in 2020 have also criticized Comm100’s reporting.

Top Live Chat Best Practices for 2020

Comm100

Live chat is a highly effective communication channel, but only if your customers know about it! Adding proactive live chat to your site can also instill a sense of confidence in your visitors as it reveals an active commitment to communication between the company and its customers.

How Do You Solve 2020’s Most Common CX Problems? Start Here.

Experience Investigators by 360Connext

According to Forrester’s 2020 Predictions , 1 in 4 customer experience professionals will lose their job this year. Communicate. Then Communicate Again. Invest in storytelling and communication. The post How Do You Solve 2020’s Most Common CX Problems?

April 2020

SurveyGizmo

Welcome to the April 2020 edition of the SurveyGizmo Monthly Insider newsletter. As of Monday, March 16, 2020, all SurveyGizmo employees are working from home. The post April 2020 appeared first on SurveyGizmo.

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Communicating In Anxious Times

Martin Hill-Wilson

Continue reading Communicating In Anxious Times at BrainFood. I’m inspired by all who are keeping things going. Health workers, emergency services, customer services, volunteers, parents doubling up as home teachers and employees and people running f2f services that need to remain open. The shock of adapting so fast to new realities has hit us all. Whatever getting over COVID-19 means, it will not signal a return to the way things were.

Transforming Communications into Experiences

Topdown

Today, we are thrilled to have Kaspar Roos, head of Aspire CCS, share some insights from a recent industry survey his team conducted on the transformation of customer communications management into customer experience management. Strategy Customer Experience Customer Communications TechnologyFrom time to time, we are honored to have an industry luminary contribute a post to the Topdown blog.

Fixing Communication Monologues (vs. Dialogues)

Andrew Mcfarland

Have you ever been in the situation with a customer where your own teammates monopolize the “discussion” and turn it into a monologue? Clearly they believe they have value to add. But they’re making a mistake if they think talking. Best Practices Dialogue Listen Monologue Theodore Roosevelt

Best Practices for Effective Email Customer Support in 2020

Comm100

And yet, although companies have had a long time to perfect their email customer communications, many still fumble when it comes to this support channel. The post Best Practices for Effective Email Customer Support in 2020 appeared first on Comm100.

Best Practices for Effective Email Customer Support in 2020

Comm100

And yet, although companies have had a long time to perfect their email customer communications, many still fumble when it comes to this support channel. The post Best Practices for Effective Email Customer Support in 2020 appeared first on Comm100.

The Power of Moderation – A 2020 Perspective

Horizon CX

Here we are—January 2020—another new year just beginning—and an election year as well. Not to get overly political here, but as we are now in the election year 2020, I find myself in that contradictory space again and longing for some moderation among the candidates on both sides of the spectrum. The post The Power of Moderation – A 2020 Perspective appeared first on Horizon CX. Excitement abounds.

How to Boost Communication With Your Team During the Pandemic

CSM Magazine

Wherever you’re working, what’s most critical is how and what is communicated by the business leaders to their teams. Develop a Unified Communication Model . You need to communicate early and often with all your key stakeholders throughout this crisis.

Strike a conversational tone in client communications

Beyond the Arc

The product meets customer needs, the organization is easy to do business with, but client communications are cold, and maybe even off-putting. The post Strike a conversational tone in client communications appeared first on Blog @beyondthearc.com.

Customer Communication and Customer Experience: Who to Follow and Why

Topdown

Staying up to date on the most recent trends, standards, and best practices related to customer communication management (CCM) and customer experience (CX) can mean the difference between successfully inspiring brand loyalty and losing your customers early in their journey.

Principles of Utility Customer Communication During COVID-19

Uplight

The post Principles of Utility Customer Communication During COVID-19 appeared first on Uplight. As the COVID-19 pandemic continues to spread, it has become clear that we are not living in an environment of business as usual. So much of what we took for granted has shifted or been challenged.

Live Chat Statistics 2020: Trends and Insights

Magellan Solutions

Over the years, technological advancements have innovated business communication. This support channel started as an alternative to email and phone call, but as time passes by, live chat statistics 2020 shows that it is one of the preferred communication channels of customers today.

Solving 2020’s CX Challenges: 3 Influencers from SAP SAPPHIRE Weigh In

Experience Investigators by 360Connext

There’s never been a year quite like 2020. As the second half of 2020 arrives, there are ongoing challenges without apparent solutions. Business leaders are ready to face the challenges of the second half of 2020 and address them. Customer behaviors changed in 2020, too.

3 CX Influencers on Solutions to 2020’s Challenges [SAP SAPPHIRE NOW RECAP]

Experience Investigators by 360Connext

There’s never been a year quite like 2020. As the second half of 2020 arrives, there are ongoing challenges without apparent solutions. Business leaders are ready to face the challenges of the second half of 2020 and address them. Customer behaviors changed in 2020, too.

How CX managers can become better communicators

MyCustomer

Engagement How CX managers can become better communicators

7 Important Internal Communication Survey Questions

SurveySparrow

Good internal communication survey questions can help you find out. Communicating with employees is important to make them feel like their work is meaningful. Effective internal communication helps you achieve that goal. You need an internal communications survey to find out.

7 Statistics that Show the High Cost of Siloed Communications

Tricia Morris

In two new research notes, industry analysts warn about the negative impact disparate communication and collaboration tools are having on not just the employee experience – but the customer experience, as well.

Content Marketing Tips from 2020

DemandJump

Look to 2020 as a testament of how rapidly content marketing strategy (and everything else, for that matter) can be turned on its head. We saw content take new relevancy as a vast percentage of our workforce became more reliant on web-based communication and interaction.

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Communication is key

Zeisler Consulting

One of my Five Principles of Good CX is Communication. You can screw a lot of things up with your Customers and they’ll still forgive you, but if you’re keeping information from them or leaving them in the dark, there’s really little excuse.