Tue.May 26, 2020

Making the most of consumer touch points


Throughout the vacation process, there are consumer touch points that can improve customer engagement and make a huge different in customer satisfaction. The post Making the most of consumer touch points appeared first on CustomerCount.

Part 1: How to Better Understand Your Customers and Become Their Champions

Team Support

Creating strong relationships with your customers isn’t something that happens overnight. And, every customer has a unique personality and perspective on business relationships. Ever been around a group of young pups? They may have the same parents and even look alike (i.e.

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Customer Service After COVID-19: The Choice Is Yours

CSM Magazine

How you treat your customers during the COVID pandemic will set the stage for the future. Bryan Horn looks at the way forward after the crisis. You have to love its simplicity. It’s one-billionth our size, and it’s beating us”. These words were uttered by Dustin Hoffman in the 1995 movie Outbreak.

Service Blueprinting and the Next Normal

Experience Investigators by 360Connext

How can leaders best prepare for the next normal? Service blueprinting may be the answer. What is the Next Normal? Organizations are planning for a phase of reopening including determining how customers can safely make purchases to how many employees can really come back to certain workplaces.

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!

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


As I write this, it is hard to believe we are almost to June already. We are nearly halfway through 2020 and it feels like we have accomplished so much with having to pivot, face new challenges and most importantly stay safe.

More Trending

7 Examples of Compelling Community Welcome Emails

Vanilla Forums

You spend a ton of time brainstorming a great angle, recruiting your early members to join and seeding the community with helpful content and conversations. Your community is steadily growing. Members are referring their friends, and even strangers are hearing about it.

9 valuable tips to build rapport over the phone


The relationships you build with customers comes down to how well you interact with them. To consistently deliver a better customer experience (CX) and forge meaningful relationships, it is imperative that call center agents like you are skilled in the art and science of rapport building.

Tips 79

Amazing Business Radio: Cameron Weeks


Machine Learning in the Customer Experience. How to Utilize Technology to Create a Better Customer Experience. Shep Hyken interviews Cameron Weeks. They discuss strategies for improving both the employee experience and the customer experience using machine learning technology.

Professional Burnout acknowledges Your Signal to Noise Ratio

One Millimeter Mindset

Consider that you just may be wrestling with professional burnout, at this point. By now, you realize your “temporary” hiatus from the workplace does not represent anything close to a 14-day quarantine exercise.

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!

Using Open CRM Platforms to Build Great Customer Experiences


“Customer experience” is how many brands are building business today. With an eye toward creating more than just an interaction with their customers, companies strive to serve a holistic experience with the end user.

What 2020 Has Taught Us (So Far) About the Power of Human Connection in Customer Success


There is no doubt that the first half of 2020 didn’t pan out quite as planned. Nearly every single SaaS organization was forced to switch to fully remote operations over the last few months, moving everything from product to sales to, yes, customer success online.

COVID-19 scams – How to stay safe

Helen Dewdney

This is a guest post by Paul Newton. Hello there! My name is Paul Newton and I own a company called MentalTheft. We’re currently helping a lot of people who are worried about COVID-19 scams.

Research Shows Customer Perceptions of Businesses During the COVID-19 Crisis


Research Report Background and Introduction. InMoment (formerly MaritzCX), conducts an ongoing study, CX Standards, tracking satisfaction with customers’ interactions with over 300 companies spanning 17 industries in the United States.

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.

Why Change Gets Resisted

CSM Magazine

As organizations try to implement change, whether it be a new project management platform or a company restructure, they are often met with significant resistance.

COVID-19 scams ? How to stay safe

Helen Dewdney

This is a guest post by Paul Newton. Hello there! My name is Paul Newton and I own a company called MentalTheft. We’re currently helping a lot of people who are worried about COVID-19 scams.

Net Promoter Score: The Customer Loyalty Metric


A simple question and the foundation of the Net Promoter Score (NPS). This customer satisfaction survey is becoming ubiquitous; two-thirds of Fortune 500 companies have adopted this metric.

Selling the value of customer experience to the Board in the wake of COVID-19


Engagement How to sell CX's value to the Board after COVID-19

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.

Facebook Shops Making eCommerce Waves


No doubt about it, ecommerce has seen a meteoric rise in the wake of the coronavirus pandemic. Due to social distancing measures and the closure of many brick and mortar stores that were deemed non-essential, people have been quick to shift to online retailers to bridge the gap.

Q&A: How to Use Sales and Marketing Data to Create a Connected Customer Experience


Sales and Marketing teams use data strategies to power the sales funnel with great success. So, why do we stop using these same data-driven tactics once a prospect becomes a customer?

Surge in Both eCommerce Online Shopping and Customer Service

Advantage Communications

Emarsys and GoodData’s ecommerce tracking shows revenue up 37% and orders up 54% in April, as the US emerges from Covid lockdowns.

The 9 Best Ways to Win Back an Upset Customer

CSM Magazine

Steve DiGioia reveals his best strategies for winning back upset customers. Many service providers have lost sight of what really matters. It’s not the ROI, the seamless journey between touchpoints, or even the capacity to personalize the product or service we offer.

[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.

Managing Remote Customer Success Managers


Kristen gives insight on the advantages and disadvantages to having remote CSMs. Customer Success Customers Onboarding saas value realization

3 Reasons a Customer-Centric Tech Ecosystem isn’t Complete without Community


Can you believe it’s been two weeks since Pulse Everywhere happened? . Last year at my first Pulse, I was blown away by the passion of the 5,500 customer success and product professionals who descended on Moscone for the in-person event.

An Essential Guide to Preventing One-Timers from Churning – Part I


How to reduce the number of one-timers who are likely to churn? We got a few best-practices to share with you. You can read on to get to know one of these methods or click here to download all of them. Decided to continue reading here?

Data 52

How to Effectively Desilo Data to Harmonize Your Brand


Anyone who works in customer experience (CX) has heard about the importance of desiloing data (if they’re not already leading efforts to do so).

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.

Future-Proofing Customer Experience (CX) for a Digital-First ?New Normal?


The term “customer experience” (CX) doesn’t seem to have a standard definition, but it’s often used interchangeably with customer journey, brand perception and customer engagement.

NPS 52

7 food delivery trends every restaurant brand should know right now


Over the past few months—as people across the country sheltered in place—third-party food delivery became a vital channel for the restaurant industry. And while restaurant dining rooms are now starting to reopen, it’s clear the pandemic has impacted consumer behavior for the long haul.

Free Webinar: Increasing Customer Engagement to Reduce Resolution Times

CSM Magazine

Reuters Events Free Webinar: Increasing Customer Engagement to Reduce Resolution Times. Delivering a great experience is at the heart of every customer service department.