InMoment XI

SEPTEMBER 3, 2009

In this blog post, Bob Thompson, CEO of CustomerThink, offers some tips on how to weather the economic storm. When times get tough, it's tempting to put "customer-centricity" on the back burner. But it doesn't have to be that way.

Customer Centricity 200

Customer Centricity How To Tips Customers 200

InMoment XI

SEPTEMBER 3, 2009

In this blog post, Bob Thompson, CEO of CustomerThink, offers some tips on how to weather the economic storm. When times get tough, it's tempting to put "customer-centricity" on the back burner. But it doesn't have to be that way.

Customer Centricity 200

Customer Centricity How To Tips Customers 200

Totango

JUNE 15, 2022

All companies are going through the exercise of evaluating their investments, deciding what to cut and what to keep, what strategies to use, and simply, how to weather the storm. Right now, we are on the cusp of an economic downturn. How to Solidify Customer Relationships During an Economic Downturn.

Customer Success 101

Customer Success Customer relationships Exercises Communication 101

Call Experts

JULY 15, 2021

Storm season is upon us, and you know what that means: it’s time to start hurricane planning with your team and your call center to avoid the anxiety, stress, and chaos that comes with it. . In this blog, we discuss best practices and questions to answer ahead of the storm. What is your evacuation protocol?

Call Center Solutions 52

Call Center Solutions Call Center Contact Center Training 52

Beyond Philosophy

MAY 15, 2023

Every time I turn on the news, I hear about the potential of a recession. There seem to be so many conflicting opinions it reminds me of that old joke. What happens when you put ten economists in a room? You’ll get 11 opinions.” ” Having lived through many recessions, I have seen time after time what happens. Which are you?

Customer Experience 78

Customer Experience Self Service Innovation Conference 78

Chadwick Martin Bailey

APRIL 29, 2020

It’s a critical question for brands seeking to weather this storm and position themselves to thrive in the “new normal.”. EMOTIONAL : Quite frankly, I’m afraid of running out—and highly activated negative emotions, like fear and panic, are particularly motivating (per a blog I wrote just before the virus hit the fan).

Tourism 103

Tourism Consumers Travel Policies 103

Forrester's Customer Insights

JUNE 12, 2020

(Kara Hoisington, Mark Baizen, and Daniel Hong contributed to this blog.) Forrester just finished a customer service exec roundtable discussion on how companies and customer service organizations are weathering the COVID-19 storm.

Customer Service 33

Customer Service Customers Company Customer Centricity 33

Lithium

APRIL 4, 2023

Some blog areas are limited to Khoros customers only. Some blog areas are limited to Khoros customers only. Social Media Marketers Guide to a Difficult Economy: We’ll share how social media marketers can weather the storm and continue to deliver in their jobs. Sign up today ! Can you afford to lose more?

Social Media 52

Social Media Metrics Brands Engagement 52

ChurnZero

SEPTEMBER 23, 2022

Here’s why both of these are important and how they can help you weather the latest storm. Searches for customer churn neared their all-time high around the same period. . The pandemic. Or, more specifically, the uncertainty it caused companies of all shapes and sizes. Unfortunately, there wasn’t a page in the playbook to turn to. .

Customer Success 98

Customer Success Customers Resources Customer Centricity 98

Totango

JULY 5, 2022

Effective, personalized, digital communications help build and maintain connections with your customers that can weather any storm. You need to be able to retain and scale your current customer base efficiently, with the current resources you have rather than adding more. . So, how do you do this? Dive into Customer Health.

Customer Success 97

Customer Success Net Promoter Score Effort Score How To 97

Beyond Philosophy

DECEMBER 26, 2014

Those companies with an excellent Customer Experience weathered the great recession storm and emerged on the other side stronger. This time of year always has me thinking about the next one. It could be because I am already scheduling into January, February and so on, making next year feel even closer than it already is.

Net Promoter Score 167

Net Promoter Score Effort Score NPS Customer Service 167

Avaya

AUGUST 25, 2017

Before the Storm. making it the second-costliest weather disaster in American history behind only Hurricane Katrina, according to the National Oceanic and Atmospheric Administration (NOAA). During the storm, 8,204,220 Americans and thousands of businesses lost power. Hurricanes like Harvey can be catastrophic to businesses.

Communication 64

Communication System Analysis Software 64

Service Untitled

SEPTEMBER 24, 2010

Service Untitled The blog about customer service and the customer service experience. In a Manhasset store, lights went out during a freak storm. Customers were extremely upset since the weather was ghastly and dangerous. When the power in the store failed, the staff told the customers to leave.

Exercises 44

Exercises Customer Service Customers CRM 44

Avaya

AUGUST 25, 2017

Before the Storm. making it the second-costliest weather disaster in American history behind only Hurricane Katrina, according to the National Oceanic and Atmospheric Administration (NOAA). During the storm, 8,204,220 Americans and thousands of businesses lost power. The top five causes of outages are: Power outages – 74%.

Communication 53

Communication System Analysis Software 53

Beyond Philosophy

NOVEMBER 17, 2022

The world is crazy. There’s a war in Ukraine. The UK has a cost-of-living crisis as energy prices are rising, and loads of people are moving into fuel poverty. There’s inflation, strikes, and the looming threat of a recession and catastrophic climate change. I thought maybe my interpretation of the world was just me getting old.

Management 78

Management Apparel Course Examples 78

SurveySparrow

JUNE 15, 2023

Your business plan is your trusty co-pilot in the exhilarating world of entrepreneurship. Properly curating the business plan & questions to be addressed guides you from the budding idea stage all the way to full-blown implementation. But crafting a stellar business plan ? Now, that’s where the real adventure lies. Will it be social media?

Financial 52

Financial Course Survey Social Media 52

Beyond Philosophy

APRIL 13, 2018

Or they do know what they are talking about, but what they are talking about is not customer loyalty! Many of the organizations I have worked with say that customer loyalty means, “the customer buys everything from us.” But buying everything from you does not make them loyal. Great customers? Loyal customers? Not so fast. It is emotional.

Loyalty 83

Loyalty Rewards Programs Consulting Sales 83

Avaya

AUGUST 4, 2016

NOAA says that the Atlantic hurricane season “will most likely be near-normal, but forecast uncertainty in the climate signals that influence the formation of Atlantic storms make predicting this season particularly difficult.”. During the storm, 8,204,220 Americans and thousands of businesses lost power. This year’s prediction?

System 40

System Analysis Software Communication 40

Peter Lavers

APRIL 21, 2020

This means showing real intent, passion, compassion and commitment to weathering the storm (or the calm!) By Mark Hollyoake and Peter Lavers. Leadership trust is driven by positive intentions that are translated, communicated and demonstrated to the people that turn them into reality. Trust – the relationship success factor.

Leadership 52

Leadership Course Sales Communication 52

Beyond Philosophy

NOVEMBER 22, 2015

If they trust you are direct with them about the severity of the storm, they are more likely to weather it with you. How do you lead in times of turmoil or growth? The answer is: leadership and communication. In times of turmoil, people look to leaders to lead. Embrace honesty. Set out the plan. Situate yourself on the front lines.

Leadership 60

Leadership Banking Communication Employee Engagement 60

Beyond Philosophy

NOVEMBER 8, 2019

Studies show stock price changes in various indices correlate with the weather. You turn on the news, and the newscaster says, “There’s a lack of confidence in the stock market,” which we know means that the market is about to drop. However, confidence is a feeling. The question becomes, are we talking ourselves into a recession?

Study 118

Study Consulting Examples Customer Experience 118

ChurnZero

APRIL 21, 2020

This is a guest blog post by Anita Toth,Chief Churn Crusher. In times of instability, the more a team can embrace the discomfort of the instability and shifting priorities, the better they can weather the storm. Not only at work but in their personal lives. We all crave stability and knowing what is coming next.

Customer Success 97

Customer Success Strategy Measurement Customers 97

Wootric CX Blog

MARCH 15, 2020

Planned investments that were intended to drive growth — like hiring, media spend and software purchases — are being reevaluated as business leaders are forced to triage what they need to do to weather the storm. We’re all in survival mode, but survival is about prioritizing what is most important. It’s not toilet paper.

Company 125

Company e-support How To Chief Customer Officer 125

Beyond Philosophy

SEPTEMBER 17, 2015

Most are likely to suggest people need to work harder to weather the storm. When was the last time you got an email from your CEO suggesting that you need to be concerned about how your Customer feels? For the vast majority of you, my guess is your answer is never, unless of course you work at Starbucks. Not Schultz.

Customer Centricity 60

Customer Centricity Retail Consulting Leadership 60

Totango

JUNE 2, 2020

Crises are an unfortunate fact of life. All the planning in the world cannot prevent every emergency or protect against every potential hazard. However, having a plan in place ahead of time can make all the difference in how well your business copes with, and recovers from, unexpected challenges. Managing Customer Success in a Crisis.

Customer Success 62

Customer Success Customers Communication System 62

Beyond Philosophy

AUGUST 18, 2015

We like to think we make logical decisions based on rational thinking all the time, but we don’t. The truth is, your mind plays tricks on you every day, and many times, it’s in one of three ways. He wrote the book because he wanted to understand why he was frequently wrong about things. This fact is the foundation for why people get things wrong.

System 60

System Customers Leadership Trends 60

ShepHyken

JANUARY 30, 2023

Business leaders will need to find yet more inner strength to weather the storm. ChatGPT: 6 Ways It Will Transform Customer Experience by Paul Pember (CX score) The promise of how AI will revolutionise the world has often lacked practical application on how it will impact our day to day lives. Will it take over the world?

Customer Service 23

Customer Service Banking Effort Score Tips 23

Qualtrics

MARCH 19, 2020

As Experience Management (XM) professionals, you can play an important role in helping your company weather the storm. Given the spread of Coronavirus and the downturn in the economy, every organization needs to rethink how it operates. That’s what XM is all about. Hopefully this post provides you some guidance. Ask less, listen more.

Airlines 56

Airlines Metrics Effort Score Survey 56

ClientSuccess

APRIL 13, 2020

Having the technology, resources, and team members on hand to be able to make quick decisions, pivot entire product lines, and support a fully remote workforce is invaluable in these times, and SaaS companies who can achieve these things are in a position to weather the storm while helping customers do the same.

Company 105

Company Resources Leadership Customer Success 105

West Monroe

MARCH 20, 2018

The term “A Perfect Storm” is commonly referenced when multiple events occur simultaneously to create a worst-case scenario. Often overused, this phrase has become synonymous with many things, from cataclysmic weather events to financial crises. Peak Oil Demand: How did we get here? The only question is when.

Company 40

Company Return on Investment Technology Fashion 40

Totango

APRIL 28, 2020

Effective personal communications help build and maintain connections with your customers that can weather the storm. Change is one of the few constants in life, especially in business. A global pandemic is but one possibility here; natural disasters and other crises may pull the rug out from under your organization’s feet at any time.

Customer Retention 111

Customer Retention Strategy Course System 111

ProProfs Chat

OCTOBER 26, 2018

Busy streets, decorated stores, crowded bars, and an atmosphere filled with laughter – it’s holiday season. And it’s just around the corner. Like every year, you’ve pulled your sleeves up to tackle all customer queries efficiently. You’ve got your support operators in place to ensure that no question goes unanswered.

Tips 79

Tips Customer Experience Social Media Customers 79

Optimove

JANUARY 16, 2024

To the Stakeholders of Optimove: At Optimove, we have the job of ensuring that leading brands create deep, lasting relationships with their consumers. We are grateful for the enduring trust of these brands, many of which have been with us for more than a decade. However, this method has proven rigid and unable to meet consumers on their terms.

Net Promoter Score 52

Net Promoter Score CRM Analytics Telecommunications 52

Currency Alliance

DECEMBER 17, 2019

This is the blog version of our Loyalty Strategy Guide 2020. But there remain some fundamental things that loyalty programs need to achieve to weather the looming storm that open banking, mobile payments, aggregation models, and other marketplace dynamics will bring. There was a mix of good and bad, for loyalty in 2019.

Loyalty 64

Loyalty Strategy Loyalty Programs Travel 64

Beyond Philosophy

SEPTEMBER 21, 2016

Airbnb has responded to the discrimination issue in a way that shows the young company might not just weather this storm, but might emerge as a leader in developing policies that combat discrimination as the sharing economy grows. As these companies grow, the policies that worked at their founding need adjustment.

Policies 60

Policies Consulting Social Media Tips 60

SmartKarrot

JULY 28, 2020

Here, in this blog, we address some of the ways to tackle these sorts of situations. Here, in this blog, we address some of the ways to tackle these sorts of situations. Embracing certain practices, knowing what the next steps are, and veering them in the right direction is how the customer’s success during crisis should work.

Customer Success 19

Customer Success Tips Customer Retention Communication 19

Grade.us

SEPTEMBER 19, 2017

Some are serving customers locally in a small town. Others may be selling a product or service to a tiny segment of the population. A few sell big purchase or single use products. Some are new business with no history, who are struggling to build their reputation. Whatever the case, these organizations are dealing with a small volume of customers.

Travel 38

Travel Customers Entertainment Marketing 38