Totango

OCTOBER 2, 2020

The unpredictability of an economic downturn, such as the continuing COVID-19 pandemic, can introduce uncertainty into the relationship between you and your customer. Sudden and unexpected external forces beyond the control of either of you can also lead to unanticipated customer behavior. During difficult times, it is especially important to understand what is going on inside your customer’s mind, as well as what is going on inside their business.

Customer Retention 118

Customer Retention Effort Score Customers Resources 118

CXS

OCTOBER 2, 2020

Covid-19 has changed our lives in many ways, one thing remains constant during this time, “change”. Many organizations paused and had to re-imagine how they will conduct business moving forward. One framework I’m always reminded of is VUCA (Volatility, uncertainty, … The post Why B2B Needs to Transform Customer Experience to Remain Competitive in the Age of Digital appeared first on CX 2020.

B2B 195

B2B Customer Experience Customers 195

NICE inContact

OCTOBER 2, 2020

October 5-9 is National Customer Service Week and we are joining the celebration—the joys, the challenges, the endless rewards of customer service done right. To us, this year’s theme, Ignite a CX Celebration, seems especially relevant—and to be honest, a little poignant, because it recognizes that the customer experience in 2020 has been like no other.

Customer Service 156

Customer Service Customers Customer Experience Call Center 156

CXS

OCTOBER 2, 2020

Springtime 2020, the world sees a collapse in its economy affecting a variety of businesses. Several regions took part in lockdowns to keep its patrons and employees safe. And while “flattening the curve” hugely impacted these businesses, there was a … The post Retailers and E-commerce Sectors Experience a Rise in Customer Service Inquiries appeared first on CX 2020.

Retail 130

Retail Customer Service Customer Experience Customers 130

Advertisement

Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

Eptica

OCTOBER 2, 2020

Date: Friday, October 2, 2020 Author: Pauline Ashenden - Demand Generation Manager Key to profitability - how UK customer experience is changing over the long-term. Published on: October 02, 2020. Author: Pauline Ashenden - Demand Generation Manager While customer service and contact centres have been dramatically impacted by the pandemic, longer-term trends are also reshaping the industry based on changes in customer demand and how companies operate.

Customer Experience 127

Customer Experience Call Recording Trends Consumers 127

BirdEye

OCTOBER 2, 2020

Fall is back, and BirdEye is springing forward into more awards. For the 11th consecutive quarter, G2 Crowd recognized BirdEye as a leader in customer experience management with 120 awards in 10 categories. In the G2 Fall 2020 awards listing, we received praise as the overall leader in online reputation management, local SEO, enterprise feedback management, local listing management, live chat, local marketing, mobile marketing, and SMS marketing.

Meeting 98

Meeting Chatbots Customer Experience Management Feedback 98

Bold360

OCTOBER 2, 2020

Every customer expects fast and accurate service. But too often customers who contact a business are put in a queue where they must “wait for the next available agent.” If the customer’s issue can’t be resolved by the first available agent, the service team transfers the customer around like a hot potato until the “right” agent can be found to mercifully resolve the issue.

Chatbots 98

Chatbots Self Service Contact Center Average Handle Time 98

BirdEye

OCTOBER 2, 2020

“Your brand name is only as good as your reputation.” – Richard Branson. Think about some of the great brands that you know and trust. Whether it’s Nike, Coca-Cola, or Apple, customers all over the world know that these companies have a reputation for quality. But you don’t need to spend millions of dollars on Super Bowl ads to get a great reputation and grow business.

Marketing 98

Marketing Social Media Software Tips 98

Kustomer

OCTOBER 2, 2020

Optimal customer service is a must for companies that want a stellar reputation that keeps business flowing. In fact, according to our own research , 79% of consumers say customer service is extremely important when deciding where to shop, so delivering on consumer expectations has never been more important. Retailers need to tailor the way they interact with consumers in a way that exceeds their expectations in an effort to not only maintain their business, but also to gain customer loyalty.

Consumers 80

Consumers How To Retail e-support 80

Advertisement

Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Communication

BirdEye

OCTOBER 2, 2020

It’s been a hallmark year here at BirdEye, winning multiple industry awards. Today, we add another to the list. We are proud to announce that– for the second time in a row –MarkTech Breakthrough has recognized BirdEye as the “ Best Overall Conversational Marketing Company. ”. How did we get here? By building a modern messaging platform that enables businesses of all sizes to create meaningful, positive experiences with their customers at scale.

Video 98

Video Customer Journeys Connections Customer Experience Management 98

ChurnZero

OCTOBER 2, 2020

A quick preamble to this article: Hi there, I’m Emily, the content marketing manager at ChurnZero. We’re taking a break from our usual blog content of Customer Success expertise to bring you a lighthearted read on the ChurnZero team’s shameless hobby fails during quarantine. Because who doesn’t enjoy bonding over the relatable downfall of others? By sharing our flops, flunks, and fumbles, we hope to give you a little bit of comfort and joy as we try our best to keep on keepin’ on together – and

Exercises 75

Exercises Conference Customer Success Social Media 75

SurveySparrow

OCTOBER 2, 2020

If you are running a business, you already know the importance of employee experience. Of Course, your customers are also essential, but who keeps those customers happy and satisfied? Your employee, right? Therefore, you should invest time in satisfying your employee and engage them more into the organization. Only then you can enhance your organizational culture and growth. .

Employee Experience 59

Employee Experience Survey Customer Journeys Employee Engagement 59

Integrity Solutions

OCTOBER 2, 2020

Most selling today is done virtually. Some sales teams have the right mindset and preparation tactics that set them up to execute well, while others are struggling to adapt. Virtual selling strategies and techniques are in some ways similar to F2F selling, and in other ways quite different. The sales teams that adapt their virtual selling skills – over Zoom and other platforms – are coming out on top.

Sales 61

Sales Strategy 61

Advertisement

Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

Tips

Optimove

OCTOBER 2, 2020

PostFunnel Insider is Optimove’s series of CRM know-how, tips, news, and analysis videos. This time, we got some new data on the influencer industry, and a head2head debate on the right type of return policy. All previous weekly shows All our videos on Optimove’s Youtube channel. B2C CRM NEWS Update: Influencers and Entrepreneurship. H2H DEBATE: Flexible vs.

Policies 52

Policies CRM Analysis Data 52

CSM Magazine

OCTOBER 2, 2020

Imagine arriving late for the most crucial presentation of your career. It is not a good idea to start off on the wrong foot, right? Not only in this work scenario, but in all other walks of life, keeping track of your time adequately is extremely crucial. For teams, supervisors, and every other person, successful project time management is a crucial factor when it comes to the successful delivery of the task.

Management 52

Management Fashion Tools Software 52

MyCustomer

OCTOBER 2, 2020

Engagement Time to study life journeys not customer journeys?

Study 71

Study Customer Journeys Customers Engagement 71

C Space

OCTOBER 2, 2020

The Brand Move Roundup – October 2, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. In early March we began reporting daily on how brands were dealing with Covid-19. But it’s become clear that the current climate is one of near-perpetual disruption, so we decided to keep on telling the stories of inspiring brand leadership and strategy amid the latest crises in an anxious world.

Brands 40

Brands Apparel Retail Fashion 40

Advertisement

Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

Customer Experience

Forrester's Customer Insights

OCTOBER 2, 2020

Many sales leaders employ, tolerate, and enable high-maintenance sellers, because such reps yield a final product we value. But is this sustainable?

Sales 39

Sales 39

ShepHyken

OCTOBER 2, 2020

This week we feature an article from Anthony Kreychmar, founder and CEO of Fortuna Visual Group. Learn how to best prepare your contact center for the holiday season. The rise of technologies and deep penetration of automation in the business sectors has transformed the way brands interact with customers. What is more, all these have changed our everyday life.

Data 127

Data Advertising Healthcare Contact Center 127

CSM Magazine

OCTOBER 2, 2020

Today’s world of business is full of threats and uncertainties. In order to survive in this hostile environment, companies have to be prepared for anything, flexible, and a hundred percent focused. Nowadays, even a tiny mistake can have disastrous consequences. That’s why, to help anticipate potential risks and prepare necessary defensive solutions, companies create business continuity plans (BCP).

Software 59

Software Course Company Knowledge Base 59

PK

OCTOBER 2, 2020

Building experiences beyond the streaming platform The Media Digital Experience (MDX) Index surveyed over 700 consumers, combining their responses with design audit scores to create a single index evaluating the performance of paid subscription video streaming services. The MDX Index ranks evaluated brands […]. The post Media Digital Experience Index 2020-2021 appeared first on PK.

Video 96

Video Survey Consumers Brands 96

Advertisement

Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.

Training

SurveySparrow

OCTOBER 2, 2020

A product marketer belongs to a lot of departments; they cannot be responsible for just one area of business. They have to be in touch with designers, developers, marketers, etc. It is a discipline that has become popular of late, and there are compelling reasons to have a product marketer on your rolls because they bring communication, storytelling and technology together in a way that makes the target audience love the product.

Tools 59

Tools Marketing Infographics Analytics 59