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

6 Customer Retention Strategies You Need to Implement

Method:CRM

The Power of Customer Advocacy in Unprecedented Times

Influitive

As we start to fall into a routine in this “new normal,” the need for customer engagement and advocacy continues to grow. According to data presented at the Forrester/SiriusDecisions Summit in May, companies who focus on advocacy in their customer marketing programs drive deeper relationships over time. In fact, 92% said it increases their credibility […]. The post The Power of Customer Advocacy in Unprecedented Times appeared first on Influitive.

Data 40

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

Servicing Customers In Today’s Climate

Strikedeck

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

Lumoa

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

191
191

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

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

GetFeedback

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

How To 176

More Trending

How to Stop Losing Your Customers

The DiJulius Group

1. Feature Article How to Stop Losing Your Customers By John DiJulius, Chief Revolution Officer One of the most frustrating pain points for customers is dealing with businesses that are paranoid of customers taking advantage of them. This leads to a significant amount of time spent by companies creating and enforcing policy versus creating. Read Full Article. The post How to Stop Losing Your Customers appeared first on The DiJulius Group.

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. Most businesses know their numbers, but do they know the right numbers? It’s easy to measure customer satisfaction at different levels. We find out how they liked our experience.

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? Used your interactive voice response unit to access your account information online? Tracked the number of emails you receive from your company each week? Bought one of your products?

B2C 40

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

NPS 149

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

How to Use Machines to Deliver Great Customer Support

GetFeedback

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

How To 209

Lucky Seven! Calabrio Named a Top Workplace Seven Times Running

Calabrio

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. In just two months, our focus on nurturing a human-centric workplace faced an entirely new challenge when we pivoted to a 100 percent work-from-home model due to COVID-19. . I ha ve title d this blog post “ Lucky Seven” but it is of course not luck that has us gaining this recognition for the seventh year running.

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. While the majority of contact centers are well past the initial hurdle of providing agents access to work from, it was no easy feat as many didn’t have an agile infrastructure that supported a seamless transition. Call Center Best Practices Contact Center Trends & Insights Customer Experience

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. Small businesses are struggling with cash flow and innovating around how to deliver on their products and services.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Effortless Experience IS NOT Enough, Here’s Why!

GetFeedback

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

Video 150

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

Calabrio

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. But what customers actually mean when they say they want to be “heard” might surprise you.

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. Advantages of the Cloud Call Center Best Practices AI Customer Experience Digital First Omnichannel Do More With Less Omnichannel

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. Small businesses are struggling with cash flow and innovating around how to deliver on their products and services.

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!

The Difference Between B2C and B2B Customer Journey Mapping

GetFeedback

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

B2C 150

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

Storyminers

Read the original article here. ———————————————————————— We sat down with some professional speakers and asked them about the challenges and keys to success in their profession. Mike Wittenstein talks to us about keeping up with constant change, creating journey maps, and building your business around your client.

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. That was a racist act of killing for pure pleasure by the hand of someone whose job it was to protect and serve the public—an officer of the law whose empathy and emotions were unchecked and fully unleashed while two fellow officers of the law stood by in silence allowing the killer to finish up his deadly deed.

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

NPS 100

Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists, The Community Roundtable. You will learn the effectiveness of the community in empowering your customers and generating value for your business.

How to Use the Customer Satisfaction Score (CSAT) Metric

GetFeedback

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

Mike Wittenstein: I am by no means an actor

Storyminers

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. Listen to Mike tell his story of how he discovered a way to improve the customer experience by using the fine art of acting in a whole new way. Mike grew up in Orlando, FL, on the same land his great grandparents grew oranges and raised dairy cows.

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? Is your face warm and welcoming to others or stern and stand-offish? Would a customer feel comfortable approaching you or rather seek out someone else for assistance? It really matters….

Tips 129

You Can’t Automate Your Customer Relationship

ShepHyken

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. They surveyed 2,000 Americans and found that in many businesses, customers are more loyal to the employee—so much so that almost half (48%) will follow their favorite employee if they leave to work at a competing business. What does that mean for you?

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.