Sat.Jun 27, 2020 - Fri.Jul 03, 2020

6 Customer Retention Strategies You Need to Implement


Did you know that 80% of your future sales will come from only 20% of your existing customers? . With this in mind, it’s clear that your loyal customers are the ones that keep you in business and that you need to implement effective customer retention strategies so you don’t lose them. “80%

The Power of Customer Advocacy in Unprecedented Times


As we start to fall into a routine in this “new normal,” the need for customer engagement and advocacy continues to grow.

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Servicing Customers In Today’s Climate


Keri talks about how to guide and engage clients in today's climate. Customer Success Customer Advocacy Customer Engagement Customer Experience Customers Onboarding saas

3 Ways to Balance Between Acquisition and Retention


Acquisition and retention are of paramount importance if your business is to succeed. In this piece, find out three ways to juggle between the two seamlessly. Feed generated with FetchRSS


How to Run a Voice of the Customer (VoC) Program


Simplified CX YouTube series episode on how to run a successful VoC program. Videos

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5 Must-Hear Conversations About Leadership and Relationship-Building

Customer Bliss

Throughout these uncertain times of the pandemic, I’ve been fortunate to bring you conversations with incredible business leaders, authors, and experts through my podcast, The Chief Customer Officer Human Duct Tape Show , and through LinkedIn Live.

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How to Measure Customer Retention

CSM Magazine

Get ready to do a little math. While not my typical lesson, this is very important. It’s about customer retention—which can lead to customer loyalty. Loyal customers are important to all businesses regardless of industry or size—large, small, B2B or B2C.

When Was the Last Time You Experienced Your Customer Experience?

Innovative CX

Or put another way, when was the last time you: Accessed your website from a mobile device? Checked to see if a promotion code works when you try to enter it online? Asked one of your field sales representatives about the specifications of one of your products?

How to Use Machines to Deliver Great Customer Support


Scale your hyper-personalized customer support program with the help of AI and chatbots. Articles

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Lucky Seven! Calabrio Named a Top Workplace Seven Times Running


When nominations opened for the 2020 Star Tribune Top Workplace rankings in January, no one anticipat ed the changes that would impact us, come March.

The Value of CX: Why We Need To Start Talking About NPS Again

Vision Critical

A Q&A with Crystal Miceli, Vice President and Head of Product Management. Customer Experience NPS CX

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5 Ways Your Contact Center Can Keep Delivering Exceptional Customer Experience in Exceptionally Challenging Times

NICE inContact

The past few months have presented huge challenges for businesses and employees around the world, including the disruption for many to a work-from-home environment.

Solving 2020’s CX Challenges: 3 Influencers from SAP SAPPHIRE Weigh In

Experience Investigators by 360Connext

A special thanks to Sarbjeet Johal , Theodora Lau , and Sarah Evans for their contributions to this article. There’s never been a year quite like 2020. Large organizations in every industry are grappling with strategic plans and annual goals requiring complete restructuring.

Customers Want to Feel Heard—Calabrio and UJET can Help You be a Better Listener


After months in total or semi-isolation, today’s customers—especially those with less disposable income due to economic shutdowns—have an even greater need to feel heard by the customer service teams they contact.

Effortless Experience IS NOT Enough, Here’s Why!


Simplified CX YouTube series episode on the effortless experience concept. Videos

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Younger Generations Expect Digital-first Customer Service - Are You Ready?

NICE inContact

What is new is the impact that rapid digital technology advances have had on younger age groups. Digital native" Millennials and Generation Z have grown up in an ever-connected world of online shopping, social media, and all the world's information at their fingertips. Some don't know any other way.

3 CX Influencers on Solutions to 2020’s Challenges [SAP SAPPHIRE NOW RECAP]

Experience Investigators by 360Connext

A special thanks to Sarbjeet Johal , Theodora Lau , and Sarah Evans for their contributions to this article. There’s never been a year quite like 2020. Large organizations in every industry are grappling with strategic plans and annual goals requiring complete restructuring.

Mike Wittenstein Talks About Keeping Up with Constant Change, Creating Journey Maps, and Building Your Business Around Your Clients


Read the original article here.

The Difference Between B2C and B2B Customer Journey Mapping


Simplified CX YouTube series episode on customer journey mapping for B2B and B2C companies. Videos

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The Power of Microaggressions (and how they manifest themselves within CX)

Horizon CX

I had never heard of the term microaggressions until the recent uprising over the George Floyd killing by a Minneapolis police officer. To be clear, that was not a microaggression.

You Can’t Automate Your Customer Relationship


I recently wrote an article in Forbes about how three out of four customers are more loyal to your employee than your business. This research came from OnePoll on behalf of DaySmart Software.

Mike Wittenstein: I am by no means an actor


Check the original article here. Mike Wittenstein Show Notes. Mike Wittenstein had not acted since his junior high school play. But he decided to take an acting class and it helped him to grow his business.

How to Use the Customer Satisfaction Score (CSAT) Metric


Simplified CX YouTube series episode on how to use the CSAT metric. Videos

Automated field service scheduling: the power of Computer Vision AI


Many field service organizations recognize the need to modernize their legacy systems and revamp outdated practices. According to an industry survey , 52% of companies still use manual methods for most of their field service tasks, such as scheduling and work planning.

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Your Customers Are Always Watching – Tip #5

Steve DiGioia

What do you do when you think no one is watching? Are you chewing gum, twirling your hair, or resting your foot on the wall behind you? Do you tell off-color jokes because you think no one can hear you? Is your posture one of confidence or submission?

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Covid-19: The Electrical Goods That Have Seen Unexpected, Unseasonal Consumer Interest During Lockdown

Brandwatch CX


Re-Imagining Your Customer Experience in a Time of Change

Beyond Philosophy

Some people watch things happen, some make things happen, and some say, “what happened?” ” Some organizations out there concerning the pandemic (and maybe other things, too) are falling into that third category. In this issue, we will discuss how to avoid being one of them.

Introducing: Data Visualization in Action


by Almasa Kulenovic, Head of Project Delivery EMEA. Presenting data as a story can fuel your organization’s success, keeping it ahead of the game.

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6 Ways to Boost Customer Experience Design Adoption & Growth


Customer Experience increase Adoption and Revenue and listen to customers. The post 6 Ways to Boost Customer Experience Design Adoption & Growth appeared first on Eglobalis.

Guest Post: 9 Best Tips for Maximizing Your E-Commerce Customer Service


This week we feature an article by Jake Rheude, Director of Marketing at Red Stag Fulfillment. He writes about how to best perform e-commerce customer service. Impeccable customer service helps you hit the hearts of your followers.

Do You Know How to Cure Your Zoom Fatigue?

The DiJulius Group

Find out how to prevent Zoom fatigue and be the most productive version of yourself while immersed in a new work from home lifestyle.

The CX Reframe: Reimagining customer experience


To begin part three of our CX Reframe series, let’s start with something we can all collectively agree on: February 2020 is gone, and it’s not coming back.



The Limitations of Journey Mapping for Customer-Obsessed Brands. The COVID 19 crisis has dramatically changed customer journeys and what brands need to do to analyse and understand them.

No-code: Why is it gaining traction?


If you’ve ever worked as a developer or are friends with one, you’d be familiar with the stress they have to encounter and the requirements they have to implement. By the time you fix a bug, the next set of requests and fixes are already stacked up.