Wed.Apr 08, 2020

7 Fail-Proof Customer Service Tips to Grow a Digital Agency

CSM Magazine

A digital agency is probably one of the best types of businesses nowadays. So, if you had the idea to start one on your own, we can only congratulate you. However, this doesn’t mean that things will be easy for you.

The impact of incentives on consumer behaviour

MyCustomer

Organizations use lots of incentives to encourage specific behaviors. The idea is that people will change behavior because of the monetary.T 8th Apr 2020. By Colin Shaw Founder & CEO

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How Do You Really Know If You’re Doing a Good Job?

ShepHyken

I could have titled this article “Box of Donuts Research,” but you would have no idea what that means. I’ll explain in a moment. There are plenty of ways to get feedback. You can survey customers over the phone, via email, in focus groups and more. You can get objective and subjective feedback.

Contact center supervisors: Practical advice for boosting remote agent engagement

NICE inContact

COVID-19 is challenging for everyone, and especially for organizations who play important roles in supporting their communities.

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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.

Announcing The XM Journal

Experience Matters

The Qualtrics XM Institute is launching a monthly newsletter, The XM Journal. Make sure to subscribe for access to leading-edge Experience Management content. The post Announcing The XM Journal appeared first on Experience Matters. Customer experience

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Medtronic Puts Humans FIRST in Heroic COVID-19 Response

eglobalis

The number of companies willing to help us humans during the COVID-19 crisis is truly amazing. Medtronic is an amazing exception by going the extra mile, in their customer experience. The post Medtronic Puts Humans FIRST in Heroic COVID-19 Response appeared first on Eglobalis.

Adjusting Your Employee Experience Program In Times Of Crisis

Experience Matters

In times of organizational crisis and change, the company looks to their HR leaders for guidance and reassurance. This is especially the case, now, given the disruptions associated with COVID-19 and the related economic crisis. So how can HR and employee experience (EX) leaders help their organizations appropriately manage employees’ experiences during these trying times?

55% of American Workers are Unhappy with Their Employer's Response to COVID-19

PeopleMetrics

Today PeopleMetrics announced survey results of 1008 full-time employees across the United States on how their employer is handling the COVID-19 pandemic. PeopleMetrics' new study found that 55% of American workers are unhappy with their employer's response to the COVID-19 pandemic.

What’s the Difference Between Customer Success and Customer Experience?

Totango

You can’t stop thinking about the future—that’s where the real value lies. The rise of the customer-centered economy has created an urgency among enterprises to keep customers happy at all costs.

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.

What Will Be Your Quarantine Narrative?

The DiJulius Group

1. Feature Story What Will Be Your Quarantine Narrative? By John DiJulius, Chief Revolution Officer Yes, we are currently living in unprecedented times, what also is true is in historical context how we reference our lives will never be the same.

Social Media Marketing for Restaurants: 12 Tips to Attract Customers

ReviewTrackers

Social Media Marketing for Restaurants. More consumers than ever are discovering great restaurants through social media. It therefore makes sense that a growing number of restaurants are integrating social media into their restaurant marketing strategy.

Changing habits in a time of crisis

Hero Digital

COVID-19 is resetting what people value. Will your business be ready for the new reality? A hard reset on what’s valuable. Like many of us, the ongoing coronavirus pandemic and economic uncertainty have forced me to more closely scrutinize “what are the things of value” in my daily life.

Hello Customer for Healthcare: Quick Feedback in Difficult Circumstances

Hello Customer

There's a cheesy saying that goes 'the ability to adapt is life's greatest tool'. In some ways, many of us had to adapt to difficult circumstances in the last couple of weeks. And while it was stressful for us too, it quickly became great and reassuring to see how agile some of our customers are.

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!

How Online Communities Create Customer Advocacy and Retention

ChurnZero

How Online Communities Create Customer Advocacy and Retention. This is a guest post by Danielle Juson is a Customer Success Community expert at inSided. Isn’t it great when you have a customer that not only keeps using your product, but shouts about how great it is too?

FREE WEBINAR | New Study Reveals Top 3 Priorities for Employers During COVID-19

PeopleMetrics

FREE WEBINAR: Thursday, April 16th, 2020 @ 2:00pm EDT. You're Invited! Unhappy employees can have significant negative impacts on experience (CX or PX), and our newest study found that 55% of American workers are unhappy with their employer's response to the COVID-19 pandemic.

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3 Things CROs Do to Double Down on Expansion During a Downturn

Gainsight

If you’re like every sales team right now, COVID-19 has done a number on your new logo pipeline and blown up your forecast. Uncertainty has caused prospects to tighten their budgets for new investments or indefinitely delay sales meetings and purchase decisions.

Boingo raises support for households with Talkdesk

Talkdesk

Boingo Multifamily is an internet and video service provider for more than 300,000 residents in more than 2,200 student communities and family households, worldwide. Boingo Multifamily’s customer support system includes a 24x7x365 strategy for agents standing by via phone, email, text and chat.

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.

The state of UK customer service 2020 - struggling to improve

Eptica

Date: Wednesday, April 8, 2020 Author: Pauline Ashenden - Marketing Manager The state of UK customer service 2020 - struggling to improve. Published on: April 08, 2020.

Here’s What Your Customers Want to Hear in a Crisis

Optimove

It’s true. This reality is new to all of us. Just like learning to ride your bicycle for the first time, you were probably nervous, scared, and unsure about it all. Subscribe to our daily live steam for updates and analysis on Marketing Amid Corona.

Crisis Communication: Preparation and Response Guide

Brandwatch CX

Our Online Customer Service Training Can Ease Your Pain!

Myra Golden

Customer Service eLearning to Help Your Employees Speak and Write with Friendliness and Empathy, and to Handle Difficult Customers with More Ease – with Interactive Scenarios, Progress Reports, Knowledge Checks, and SCORM option. Read outlines and sample now. Customer Experience Design

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

Crisis Communication: Preparation and Response Guide

Brandwatch CX

5 Ways Gainsight Uses Gainsight to Drive Expansion Sales

Gainsight

As a Sales Leader, I am deeply focused on how to maintain & maximize revenue during the currently unfolding & rapidly changing COVID landscape.

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Study Consumer Buying Behavior to Decide Who to Target

DemandJump

Closely examine the decision-making process of your current customers to better predict the type of lead most likely to convert into a sale, and how to target those particular consumers along every step of the buying journey. Consumer Insights

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On-Demand Webinar: Make Smart Thermostats a Hero in TOU Rates

Uplight

Today, TOU rates generally result in unhappy customers and disproportionately worse outcomes for low and middle income customers — they also lack any positive effect on the load shape. However, when implemented correctly, TOU rates can drive increased savings and higher customer satisfaction.

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.