Mon.Apr 06, 2020

Social Proof: How Online Reviews Influence Customers


What is Social Proof? Consumers are influenced by other people more than they realize — or are willing to admit. This is what makes the concept of social proof a powerful one.

How To Adapt Your Brand To Be Socially Responsible In Times Of Crisis


A few months ago, no company or business would have thought to prepare for a pandemic. However, everyone is currently experiencing an unprecedented situation, which has forced us to stand back, breathe and think.

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What Does ‘Omnichannel Customer Engagement’ Mean?


There aren’t many concepts that in the space of ten years have transformed from an unknown theory to an essential strategy that almost no brand can succeed without. We are of course, referring to what people are calling ‘omnichannel’.

Introducing the XM Professionals Network Online Forum

Experience Matters

XM Institute is launching the XM Professionals Network Online Forum, (XMPN Online). The goal is to help XM professionals around the world connect with each other, learn from each other, and tap into the latest thinking from the XM Institute.

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.

Self-Service in the Modern Call Center: Key Considerations for Technology and Strategy

NICE inContact

With technology’s rapid evolution, convenience and self-service from decades ago don’t quite measure up to today’s expectations. The days where a simple IVR system did the trick are long-gone. Today’s consumers want more convenience — and they’ll take their business elsewhere to get it.

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Keeping Up the Connections Required for Great Experiences!

Wired and Dangerous

We are in the midst of a terrible pandemic with far ranging impacts. People are dying from this horrible virus, businesses are closing all around us and families are losing everything. It is a tough time and from everything we hear this will continue for a while.

Where to apply for a SBA PPP Loan?


Last Friday, the SBA began accepting PPP loan applications from SBA approved lenders. The PPP lending climate is very fluid and changing day by day as national banks, community banks, and fin-tech aggregators have all been scrambling to respond to the SBA’s guidance.

Energy Efficiency with COVID-19 Social Distancing


The novel coronavirus pandemic has caused many unprecedented changes. Businesses have shut their doors and people are staying home, resulting in higher residential energy bills. And for those who have lost their jobs, this can be even more stressful.

5 Top Customer Service Articles For the Week of April 6, 2020


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.

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.

Principles of Utility Customer Communication During COVID-19


As the COVID-19 pandemic continues to spread, it has become clear that we are not living in an environment of business as usual. So much of what we took for granted has shifted or been challenged.

The Anxiety Gap: Discovering a Normalcy Bias in COVID-19

Chadwick Martin Bailey

As someone who has been deeply involved with the art and science of segmentation for over 20 years, I am an ardent believer that the most insightful story in any data set is found at the segment level.

Campaign Monitor empowers marketers worldwide with Talkdesk technology


Campaign Monitor is a global technology company that provides an email marketing platform that’s easy to use yet extremely powerful, giving more than 250,000 customers the email tools to make lasting impressions on their audiences.

3 Benefits a Customer Success Platform Provides Remote Teams


For many of us in SaaS-based businesses, the recent uncertainty surrounding the COVID-19 pandemic means that, while our offices are closed, we’re working from home full time.

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!

March Madness in The World of Retail


The chaos began roughly mid-March. On March 12th, NYC Mayor Bill de Blasio declared a state of emergency in New York City. An announcement followed on March 15th that halted the opening of public schools, restaurants, nightlife, and more.

Stay home and save lives

Helen Dewdney

What is so difficult to understand about the message stay home and save lives? It seems that some people are still having problems understanding the simple truth about staying home. For example, over the past weekend Essex Police had to close Epping Forest to cars.

Measuring Customer Satisfaction With NPS, CSAT and CES Scores

Advantage Communications

Keeping track of customer satisfaction and loyalty is key to a successful business strategy, and it will give your organization vital feedback on how your customer service is performing and which aspects you can improve upon to create a competitive advantage. Customer Service Trends

SurveySparrow Named a Leader of G2 Spring Report 2020. The Winning Streak Continues!


You are merely a three-year-old player in the arena and the world’s leading business solutions review site identify you as a leader for the second time in a row! Now, what should that be called? A monumental feat?! Yes, maybe that and more! We are just too happy and excited for words!

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.

Data Entry Outsourcing Guide For Small Businesses

Magellan Solutions

Data entry outsourcing is the fastest and cheapest way to digitize data. Though data entry is repetitive and time-consuming, it has the utmost importance in organizations. When outsourced, you regain more important resources growing your business: time and focus. What to Expect from this Article?

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What is marketing research?


Marketing research refers to the process by which an organization gathers information about its ideal customer and larger market in order to inform the organization’s go-to-market strategy.

3 Tips for Onboarding New Users Quickly in a Crisis


From working from home as the new standard, to businesses closing indefinitely, to once-crowded roads being now nearly empty, it doesn’t take much to see that the world has drastically changed in just a few weeks due to the COVID-19 pandemic.

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Big data into big business


Big data means big business. But unless you have the right foundation in place for success, just having lots of data doesn’t guarantee business results. To ensure impactful outcomes, you need a proven approach to big data analytics.

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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

Contact Centers Maintain Human Connections in Times of Crisis

Think Customers

In times of crisis — like right now — people are naturally anxious. They are unsure of what will happen next. They have questions. They need answers. And in many cases, they are looking to connect with other people to share their experiences, emotions, and find someone who will listen.

AI chatbots join the frontline of COVID-19 triage: Conversational interfaces speed care


COVID-19 may have generated a use case that makes chatbots essential, but triage is only the beginning of the potential uses of chatbots to help patients navigate. The technology will continue to evolve and complement care provided by healthcare workers.

Steps to Gain Competitive Intelligence For Your Business

Ann Michaels and Associates

Gaining insights as to what your customers experience on the path to purchase is more important than ever. One bad review online, one lost email, or a phone call message that was never returned can break any business. It gets a little trickier when you are a B2B company.

Popeyes Wins Consumer Love Even During Pandemic


Popeyes is apparently staffed with marketing masters, as it keeps hitting home runs – and even wins consumer love during a pandemic. How do they keep knowing what will resonate and create viral sensations?

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.