CSM Practice

MAY 13, 2020

To those of us in customer success, it is even more clear that the pandemic has caused an unprecedented shift that is already affecting our customers, their journeys, their expected business outcomes , and our ability to fulfill them. At CSM Practice, we are following the Covid-19 situation and its impact on customer success closely.

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Customer Success Effort Score Customer Centricity Video 128

Hallmark Business Connections

APRIL 26, 2021

On top of that, supply shortages, understaffing, lengthened shifts, and s afety concerns brought on by the coronavirus threaten to overwhelm healthcare providers globally. Nurses Need Human-Centered Customer Experience Strategies. Scale appreciation efforts by enlisting the help of marketing, HR, and communications departments.

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Customer Experience Strategy Healthcare e-support 67

NobelBiz

SEPTEMBER 21, 2020

There’s no shortage of call centers that are outright refusing to move to remote work during the Coronavirus Pandemic. For more updates on the contact center space, check out our Blog section. Social media brand engagement jumped to 80% , with more and more consumers reverting to other means of communication for their issues.

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Call Center Industry Contact Center Government 52

CSM Practice

JULY 6, 2020

To many, SaaS has always been tricky, and the current global economic downturn caused by the Coronavirus pandemic has only exacerbated it. At the moment, SaaS companies appear to be under immense financial pressure, resulting in a dramatic increase in vendors seeking guidance on how to adapt, survive, and even thrive during this downturn.

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Company Strategy Tips Sales 71

CSM Practice

JULY 6, 2020

To many, SaaS has always been tricky, and the current global economic downturn caused by the Coronavirus pandemic has only exacerbated it. At the moment, SaaS companies appear to be under immense financial pressure, resulting in a dramatic increase in vendors seeking guidance on how to adapt, survive, and even thrive during this downturn.

Company 71

Company Strategy Tips Customer Success 71

inmoment

MARCH 24, 2020

The coronavirus pandemic has done more than upended how brands communicate with customers—it has completely changed the lives of customers across the globe. Key #1: Acknowledge That Your Brand is Taking The Coronavirus Seriously. Key #2: Emphasize That Customer Feedback Matters Now More Than Ever.

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Communication Social Media Brands Customer relationships 40

Optimove

MARCH 31, 2020

Since the outbreak of the novel coronavirus, we noticed a shift in the way leisure companies – travel and ticketing mostly – are approaching their customers. This shift in communication is especially necessary in an industry that has been so dramatically affected by the crisis. Travel & Tourism. Travel Insurance.

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Travel Tourism Communication Company 52

inmoment

APRIL 1, 2020

Like everything else having to do with customer experience (CX), listening to customers has been turned upside down by the coronavirus pandemic. Instead, they need to consider four factors that can allow organizations to still listen to customers in spite of everything going on. Factor #3: Communication Method.

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Survey How To Government Communication 52

Optimove

APRIL 8, 2020

Instead, we must pedal on and talk to our customers. We must stay relevant in our customers’ minds and their hearts. But how can you communicate with them in the best possible way when there’s a deadly pandemic spreading globally? Cross-selling is a great way to keep your customers satisfied and engaged.

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Sports Travel Fashion Tips 52

inmoment

APRIL 7, 2020

There’s been a lot of discussion about how to interact with customers during this uncertain time, but another topic calls for some serious conversation: how do brands engage with their employees? Here are four key ways that brands can help their employees feel cared for and engaged during this pandemic: Key #1: Listen To Them.

Engagement 52

Engagement How To Policies Brands 52

ProProfs Chat

APRIL 2, 2020

Here’s a list of tools that we use for time management, communication, collaboration, project management, training, and hiring, along with some motivational tips from our CEO’s desk that keep us going during these tough times. Seamless Cross-Team Communication. takes the communication game to the next level. Google Meet.

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Tools Video e-support Knowledge Base 100

Up Your Service

MARCH 17, 2020

As the Coronavirus spreads, it brings new and unique challenges to organizations in every industry in all parts of the world. And customers are asking for new flexibility or demanding service you are not able to offer. But we also must provide new types of service for our colleagues, partners and customers.

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Airlines Social Media Policies Leadership 83

Bold360

MARCH 18, 2020

Within a matter of days, we’ve all had to rethink the way we live our lives and do business as the threat of COVID-19 (coronavirus) hits home. million workers who occupy mostly front-line, customer-facing jobs – and who are seeing major shifts in how they need to provide that service. Many – if not most – schools have closed.

Self Service 59

Self Service Knowledge Base Chatbots Healthcare 59

Optimove

JULY 29, 2021

” That’s why a year ago, in the summer of 2020, so many had to find new, creative ways to keep their players and customers entertained. You can learn more about it on this video: We also provided lots and lots of CRM Marketing content about other ways marketers should deal with the effects of the coronavirus.

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CRM Sports Strategy Entertainment 52

Strativity

MARCH 30, 2020

Science tells us that this is the right thing to do even as both our human instincts and our pre-Coronavirus strategies were designed to get closer to each other. Rapidly increasing customer expectations, daunting pressure to contain costs, and high agent turnover continue to define their day-to-day reality. 4 – GET COMMUNICATING.

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Contact Center Guidelines CRM Call Recording 52

Talkdesk

JUNE 18, 2020

This is a guest blog from Amanda Verner, Marketing Manager at ProcedureFlow , a Talkdesk AppConnect partner. By combining the power of a knowledge base, workflow and agent scripting, contact centers can reduce agent effort and provide the best possible customer experience. ProcedureFlow makes your employees experts faster.

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Industry Strategy Management Contact Center 63

Optimove

MAY 8, 2020

On the 31st of March, the Spanish government approved urgent measures to limit the advertising of games of chance and online betting in all channels such as radio, television, YouTube, and other video exchange platforms, including individualized communications in emails or equivalent means and social networks. The Impact on Acquisition.

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Sports Advertising Government Measurement 52

Optimove

MARCH 12, 2020

Of course, though, this is far from being the only impact of the coronavirus outbreak on retail, marketing, and many other fields. A couple of days ago, a thorough report by McKinsey listed three “swing factors” when trying to predict a general direction for the global economic impact of the coronavirus outbreak. Community First.

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Marketing Multi-Channel B2C Sports 52

Wootric CX Blog

MARCH 30, 2020

They are learning how to use new technology platforms like Zoom and Slack–communication tools that remote workers have been using for years. CEOs and CHROs — it is your job to assess employee sentiment and to look for ways to help everyone stay safe, sane, and productive during the coronavirus pandemic. And it’s a lot.

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Employee Experience How To Survey Analytics 52

inmoment

JUNE 22, 2020

Though brands are contending with a lot of customer uncertainty at the current time, there’s another, equally important group with whom all organizations need to engage during this pandemic: furloughed employees. Just like customers, employees are facing tremendous stress and anxiety in the era of COVID-19. HR Lifelines.

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Employee Engagement Engagement Handbook Social Media 75

Gainsight

MARCH 17, 2020

If you’ve spent any time on any social media these last few days, the responses to the current coronavirus crisis range from: All the way to: In response to these highly polar emotional reactions, many may believe the sensible path is cold reason—set aside feelings and take the rational path. Your existing customers need your help.

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Customer Success Hospitality Social Media Retail 71

Optimove

MARCH 20, 2020

In the wake of this, in the last few days, our inboxes have become flooded with coronavirus-related messages. These emails aim to reduce our fears and maintain brand loyalty during this unpredictable time. Continue to send smart communications and follow best practices. It’s a lot to take in.

Marketing 40

Marketing Effort Score Groups Customer Centricity 40

inmoment

JULY 15, 2020

For a brief moment, it looked as though the Coronavirus pandemic might finally be under control, but recent viral surges throughout the country indicate that, unfortunately, this disease and the new way of life accompanying it will be with us for the foreseeable future. . Key #1: External Communications. Employee Policies.

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Brands Policies Measurement Communication 52

Optimove

APRIL 16, 2020

When the Coronavirus outbreak started, we were all caught off-guard. Scrambling to catch up, we rushed into mass emailing our customers, quickly reducing budgets and continually feeling as if we are one step behind. As purchases dropped, many rolled out an aggressive discounting strategy to entice customers to buy.

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B2C Marketing Apparel Tips 52

Integrity Solutions

MARCH 30, 2020

It finished in December with increased rumblings about a possible looming recession and returning bear market, all underpinned by a growing threat spreading across Asia: a novel coronavirus. What kinds of questions were company leaders asking during that last quarter of 2019 when those 2020 plans were being put together?

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Sales Competitive Advantage Communication Customer relationships 88

Optimove

MARCH 16, 2020

Dear Optimove customers, As the world becomes more reliant on digital connections, we at Optimove recognize how heavily you rely on our products and services to manage your customer communications. As COVID-19 continues to spread across the globe, the health and safety of our employees and customers is our primary concern.

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Guidelines Government Social Media Travel 40

Gainsight

MARCH 31, 2020

In an industry where communication is critical, how do you make sure the right message reaches the right patients, providers, and non-clinical staff? coronavirus) became part of our everyday vocabulary and businesses rushed to send communications to address this “new normal.” What Is an In-App Engagement?

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Healthcare How To Communication Engagement 52

inmoment

JUNE 1, 2020

In the wake of COVID-19, the role of customer experience is at a crucial tipping point. Brands that are able to harness empathy and work toward achieving a more authentic customer experience will reach the top of its vertical and continuously achieve meaningful improvement for itself and its customers.

Customer Experience 69

Customer Experience Analytics Survey Feedback 69

Optimove

MARCH 19, 2020

The coronavirus outbreak is, first and foremost, a personal tragedy for too many. We now need to fit our communications and offerings accordingly while being especially sensitive and emotionally intelligent. We have seen an increase of 255% in first-time poker players during the period, compared to an average day before the lockdown.

Sports 59

Sports Trends Tips Marketing 59

Bizagi

SEPTEMBER 10, 2020

1 in 3 customers will leave a brand, even one they love, after just one bad experience, according to PwC , while 92% would completely abandon a company after two or three negative interactions, proving the importance of customer experience. This will likely mean reviewing your processes and your digital infrastructure.

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Meeting Customer Experience Banking Omni-Channel 59

Optimove

JUNE 25, 2020

In recent months, we’ve talked a lot about your current marketing strategies and how to overcome common-day CRM challenges during the pandemic. Newly acquired customers. Newly acquired customers. But how are your newly acquired customers different right now? Identifying your churned customers.

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Marketing Social Media Loyalty Brands 58

SmartMessage Blog

MARCH 26, 2020

Coronavirus has drastically changed the way we perceive our lives, communicate, and work. As communication shifted to digital channels, using them effectively became the priority for many unprepared institutions. How can we keep our communication alive to state that we are still here and standing for our customers?

Engagement 40

Engagement Omni-Channel Sports How To 40

Optimove

OCTOBER 28, 2020

So, it’s not just to help flatten the shipping curve but also to leverage to help make sure your best customers are getting the best service possible. If orders are not received on time, create an offer that requires the customer to return for another purchase. Keeping them in the loop could help built trust.

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How To Communication Touchpoint CRM 40

SurveySensum

MAY 20, 2020

In this blog we will understand how the world is facing this disruptor and taking actions to advance to a new world. It is based on your ability to change faster than your competition, customers, and business. With the situation, there has been a change in the mindset of customers. How will COVID-19 affect Customer Experience?

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Omni-Channel Customer Experience Social Media Healthcare 52

SurveySparrow

FEBRUARY 21, 2022

Mental health came into light during the coronavirus pandemic, but people’s physical health deteriorated, too. She and the leadership team did that spectacularly, even during a pandemic! 7 Happy Customers. Yup, you guessed it right, happy customers. Employee wellbeing programs keep your customers happy.

Employee Engagement 52

Employee Engagement Culture Survey Leadership 52

Gainsight

JULY 14, 2020

In EdTech, where communication is critical, how do you make sure the right message reaches the right students, teachers, administrators, and other educational players? If you needed to get important information to your users, it was likely buried under all of these communications. What Is an In-App Engagement?

Engagement 52

Engagement Strategy Communication Guidelines 52

ProProfs Chat

AUGUST 21, 2020

Read this blog to learn how you can build an organizational culture around empathy and embrace healthy competition. Putting Yourself in Your Customer’s Shoes. By putting yourself in your customers’ shoes you can better understand their needs and concerns. Clearly, empathy is both prevalent and much-needed for success.

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Culture How To Net Promoter Score Apparel 105