Wed.Jun 24, 2020

How to calculate customer retention rate and implement retention strategies?


Source. Most of the evolving SaaS companies think that having a new customer is the end of the game of success. But this is not quite true. Acquiring a new customer is no doubt necessary for your business but once the customer has entered your territory, a new game starts.

How to Get Company Wide Buy-In

The DiJulius Group

1. Feature Article How to Get Company Wide Buy-In By Jess Pischel, Customer Experience Consultant When you are making a change or implementing a new project, it is inevitable that you will have some individuals or departments that are resistant to the new plan.

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Surviving Economic Uncertainty by Prioritizing Customer Experience


Everyone’s under a lot of stress — and unsurprisingly, the companies producing new products are experiencing parallel challenges to the customers they’re serving.

10 Ways to Immediately Improve Your Customer Centricity


We all know that customer centricity is essential; even more so these days with the lockdown in most countries due to the pandemic. Now more than ever, businesses need to put their customers clearly at the heart of their organisation.

The Best Sales Forecasting Models for Weathering Your Goals

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!

The 60 Best Customer Experience Quotes


Get inspired by these 60 customer experience quotes from well-known leaders and motivate your team to become more customer-focused. Feed generated with FetchRSS

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When the Cloud Won’t Cut It: Deploying On-Premise Customer Engagement Software


When considering any technology investment, security and privacy are non-negotiable. No matter which digital support channels your business offers, keeping your confidential customer data safe and secure is a (if not the ) top priority.

How to Measure Customer Retention


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.

009: Making Customer Experience Your Best Marketing Strategy with Dan Gingiss

The DiJulius Group

In this episode, Dave Murray talks with Dan Gingiss, speaker, consultant, and the author of Winning at Social Customer Care. He also co-hosts Experience This! Podcast. Dan has a 20-year experience in Corporate America, mostly as a marketer, and eventually as a customer experience guy.

Hero Digital named an Adobe Platinum Solution Partner

Hero Digital

Hero Digital , the leading independent customer experience company, has been selected as one of only 35 Adobe Platinum Solution Partners worldwide.

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

Covid-19: How Can Retailers Maintain Trust and Safety As Customers Return?

Brandwatch CX


Top 5 Must-Attend Virtual CX Events for 2020


COVID-19 has presented many challenges for the customer service and customer experience industries. Beyond shifting business operations, work environments, and priorities for the rest of the year, it’s no secret the current global pandemic has been the death of almost all in-person gatherings.

Covid-19: Casual Investors Take to the Stock Market During Lockdown

Brandwatch CX

Covid-19 React

Boost productivity and reduce turnover for your contact center agents


Now that you have successfully onboarded your agents and deployed an effective development strategy , it’s time to think about the final — and some would say the most important — step. You’ve invested time and resources turning your tenured agents into highly effective customer service professionals.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

DevRel in 2020: Success Without Travel and in-Person Events

Vanilla Forums

Events have always been a central aspect of DevRel strategies—in fact, in 2019, only 17% of DevRel programs didn't run events. As a cornerstone of DevRel programs, events have traditionally served as the most popular channel for developer outreach.

The Ultimate Customer Success Playlist to Keep You Motivated This Summer


We are now officially in summer. Which usually means pool parties, beach vacations, and exciting travel plans. This year is a little different, in that summer marks going on four months of us all working from home and our time off looking a lot different than we originally planned.

How to Return to Work After COVID-19 Lockdown : Guidelines and Precautions


As countries are gradually ‘unlocking’ their activities, many of us are bracing ourselves to return to work. As exciting or relieving it may sound to be, the threat of COVID-19 is far from being over. Coronavirus is unsuspectedly tricky.

Path to conversational AI


Most people touch their faces two to three thousand times a day. Being conscious of the surfaces we touch—especially germy phones, computers, keypads—and of the frequency we then rub our […]. The post Path to conversational AI appeared first on PK.

AI & Community: Don't Hammer the Flowers

Speaker: Venessa Paech, Australia's Leading Community Specialist

Join Vanilla Forums on Tuesday, July 21, 2020 at 8:30 AM ET for this on-demand workshop led by Venessa Paech, Co-Founder of Australian Community Managers and Leading APAC Community Specialist.

4 Step Playbook for Establishing A New Normal With Customers


“Reopening.” That word brings up so many feelings for people right now: excitement, hope, fear, doubt. Are we bouncing back in a “V shape?” Or is our opening going to lead to another closing in the dreaded form of a “W?”.

Risk Management Essentials During COVID-19 and Beyond


Risk management and preparation comes in many forms, digital, physical, operational, emotional… here’s how you can help your business continue to operate effectively, during the COVID-19 pandemic and beyond.

The impact of COVID-19 on summer travel + how c-stores should adjust


Despite the pandemic drastically altering most summer vacations this year, 58% of consumers still plan to travel over the Independence Day weekend. To get a better idea of what those travel plans look like and what customers expect of brands, we collected feedback from more than 7,600 consumers. Announce Closer Integration for Azure Event Hub

CSM Magazine

Azure Event Hub users can now easily migrate their logs to one centralised data management platform. UK based ELK-as-a-Service platform

[On-Demand Webinar] The State of Customer Education: Trends and Benchmarks Report

Speaker: Sandi Lin & Linda Schwaber-Cohen

In this webinar, Skilljar CEO Sandi Lin shared learnings from Skilljar's recent study and her insights on the state of Customer Education. She dug into key findings so you can benchmark against industry trends and understand how your strategy and metrics compare.

Free LoyaltyPlus Campaign Manager


Full Travel Data Daily Loyalty Report Document Download.

Covid-19: How Can Retailers Maintain Trust and Safety As Customers Return?

Brandwatch CX


Why now is a great time to optimise your customer service - Part 1: Start with an audit


Date: Wednesday, June 24, 2020 Author: Anne-Merete Jensen - Senior Business Consultant Why now is a great time to optimise your customer service - Part 1: Start with an audit. Published on: June 24, 2020.

The Pandemic Recession Demands a Digital Response

Forrester's Customer Insights

Digital transformation was never optional. But most firms treated it that way, applying digital technology in dribs and drabs — until COVID-19 shuttered economies and forever altered the patterns of life and work and commerce. That is, until uncertainty and volatility became the new normal.

Just launched! 2020 Customer Education Benchmarks and Trends Report

Based on a survey of more than 250+ external education teams, Skilljar has compiled this report on current trends including budgets, integrations, team structure, and more. In this report, see how companies across a variety of industries are building, optimizing, and measuring their training programs.

How three brands improved CX during COVID-19 by improving employee experiences


Engagement How brands improved CX during C-19 by improving EX

How to Claim a Facebook Business Page with Facebook Business Manager


Learning how to claim a Facebook business Page is crucial for any business. A Page can make it easy for those already on Facebook to easily reach the business, learn more about its products or services, and read their Facebook reviews. Creating a Page also increases a business’ overall exposure.

Find success in mastering employee experience


Have you ever sent or received an annual employee experience survey that asks questions such as “How satisfied are you with your workspace?” or “How likely are you to recommend this company to your friend?”