Mon.May 18, 2020

Largest Drop In U.S. Well-Being Since 2012 Hits Females Hardest

Experience Matters

well-being drops the most since 2012, driven by older females who feel much less financially secure. The post Largest Drop In U.S. Well-Being Since 2012 Hits Females Hardest appeared first on Experience Matters. Customer experience

How COVID-19 Is Testing My Leadership Skills and What It Is Teaching Me Along the Way – a Weekly Update (Week Seven)

Calabrio

As we enter the last few weeks of May, countries, markets and businesses across the world are figuring out how we can safely return to our physical spaces for work, entertainment, school, shopping and more. When we started to work from home several weeks ago, there was no playbook.

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How Has The Pandemic Changed Your Customers’ Journey?

Wired and Dangerous

A man lived right by the railroad track. For years, the train roared by his bedroom window at two-o’clock every morning. He grew so accustomed to it that it never disturbed his sleep. One night no train came through.

How to Optimize Your Website (Explained Using a Real Example)

Joe Rawlinson

Optimizing your website is easier said than done. A lot of business owners are under the impression that all it involves is simply creating a visually-appealing site and then sitting back and waiting for results.

Increased Customer Satisfaction and Lower Call Volume During Rapid Expansion

Learn how a customized support solution for a rapidly expanding company resulted in increased customer satisfaction and decreased support calls.

3 ways to secure your contact center when working from home

Talkdesk

What did 2019 teach us about security in the Contact Center? Privacy has significantly grown in importance. Until recently, conversations about privacy were generally restricted to experts in that area but this has shifted.

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5 Top Customer Service Articles For the Week of May 18, 2020

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Customer Loyalty Is Flat. What Should Your CX Strategy Look Like Now? by Rachel Lane.

Simple Guidance For Work From Home Call Control Skills

Myra Golden

The average business call lasts two minutes longer than it should. One of the top reasons calls get beyond employees’ control is they struggle to get a rambling or upset customer to cut to the point at the beginning of the conversation.

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Zendesk Aims to Grab Hold and Be the Leaders in Customer Experience

PlayVox

People

CustomerCount urges industry to join Town Hall forum

Customercount

CustomerCount is encouraging all those involved with the timeshare and resort industry to join in the free Resort Trades Interactive Town Hall forum this Thursday, May 21. The post CustomerCount urges industry to join Town Hall forum appeared first on CustomerCount.

3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.

Keeping Customers Happy with OneDesk

CSM Magazine

Successful companies always aim to keep their customers happy. They strive to support them with the best people and more increasingly, the best technology. Here I review OneDesk , a popular customer service solution. What is OneDesk?

‘Getting Back to Normal’: Why Your Customer Success Approach Should Never Be the Same

ClientSuccess

After months of trying to stay on top economic changes and, quite simply, treading water in a churning sea, many SaaS organizations are figuring out how to make it through on the other side.

The future of customer experience after COVID-19

MyCustomer

Podcast: The future of CX after coronavirus. Chris Ward. Wednesday, May 20, 2020 - 08:19. Customer experience management. Employee engagement. Reputation management. The future of customer experience after COVID-19. Loyalty

CXU Student Brief 17

CX University

The CXU Student Brief. A monthly newsletter for Upgraded Online Course Subscribers. Insights from the 2018 Customer Experience Conference at The Conference Board . Customer experience is best when it fits with the emotions of your customers.

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

10 Best Applicant Tracking System (ATS) Software to Look Up in 2020

SurveySparrow

Recruitment and hiring can be one of the most daunting and tiring processes. Finding candidates, organizing and segregating the resumes, managing the screening process etc. can indeed be a tough row to hoe. But that’s when you get 5 -10 applications a day.

CXU Student Brief 16

CX University

The CXU Student Brief. A monthly newsletter for Upgraded Online Course Subscribers. Insights from the 2018 Customer Experience Conference at The Conference Board. Customer experience is best when it fits with the emotions of your customers.

Customer loyalty and brand protection define commerce in 2020

LoyaltyPlus

As markets over the world continue to bear the brunt of the coronavirus (COVID-19) pandemic, governments are having to balance the health and welfare of citizens against the very real need to keep key sectors open and do all they can to sustain ailing economies.

The Bingeworthy Season 2 of the Illuminators Podcast

Uplight

In Season One, Uplight’s Illuminator’s podcast took stories of change in other industries and linked them to what’s happening in the energy industry. In our second season, we interview the top thinkers, entrepreneurs, and leaders in energy and how they have adapted to change.

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.

Customer loyalty and brand protection define commerce in 2020

LoyaltyPlus

As markets over the world continue to bear the brunt of the coronavirus (COVID-19) pandemic, governments are having to balance the health and welfare of citizens against the very real need to keep key sectors open and do all they can to sustain ailing economies.

How You Present Yourself on Video Conferencing Can Impact Your Career

CSM Magazine

A new nationwide study commissioned by Eskenzi PR examined how video conferencing has changed workers’ perception of their colleagues. The results, announced today, have found that 40% of UK workers judge their colleagues on how their house looks over video conferencing.

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Increasing the Value of New Online Gaming Players

Optimove

The post Increasing the Value of New Online Gaming Players appeared first on Optimove. library

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Revamp Your Business Facebook Page to Level Up During Coronavirus Era

FiveStars

[ps2id id=’fbcoronavirus’ target=”/]With the onset of the novel coronavirus (COVID-19) crisis, many companies must take unprecedented action in order to survive.

The Employee Factor - Perfecting Your CX From Within

Speaker: Dennis Snow, President, Snow & Associates

Too often, organizations and their CX experts only look at the company's relationship with the customer to look for improvement. While it's essential to creating the perfect customer journey, it's only one aspect. It's time to look within: at your employees' relationships with each other, and with the company. Not only does it take powerful leadership, but a complete shift in focus: your company must be customer-centric in every function.Based on his 20-years with Walt Disney World along with many years of consulting with organizations around the world, Dennis Snow will provide a “how-to” program for engaging employees in delivering outstanding customer service. This webinar will provide you with strategic tools that can be used to raise the bar of service throughout your organization

Optimove Named Challenger on Gartner’s 2020 Magic Quadrant for Multichannel Marketing Hubs

Optimove

With every passing year, brands and customers expect their mutual interactions to take a more personalized, understanding, and relevant turn. And with every passing year, Optimove looks to improve its response to these needs.

How to get certified in CX

Feedbackly

CX Professionals know that well-developed customer experience can have a positive impact on the business as a whole. Forrester writes how CX can increase. Source. Insight Certification Course customer experience cx CX Academy CX Certification CX strategy learning Training

Developing CX Strategy in the Age of Digital Transformation

Topdown

Digital transformation requires more than simply integrating new digital technologies. True digital transformation translates to overhauling processes, re-architecting operations and reimagining products and services. But are companies truly considering the customer in their digital strategies? Strategy Customer Experience

Data, Analytics And Insights Investments Produce Tangible Benefits. Yes, They Do.

Forrester's Customer Insights

If you set out to build a boil-the-ocean business case for why to invest in data, analytics and insights initiatives – stop. Use your precious time to instead focus on prioritizing the investment categories across where you are in your business insights maturity.

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How to Create Strong Community Personas

Speaker: Carrie Melissa Jones, Community Consultant

Ever wonder how to build effective community personas? Join Vanilla Forums on Tuesday, June 16th at 12 PM ET as Carrie Melissa Jones, Co-Author of Building Brand Communities, clears away the noise around community personas and gives you a method for doing member research to refine your personas.