DemandJump
MARCH 27, 2020
The Oxford Dictionary defines Attribution as "the action of regarding something as being caused by a person or thing". The term went from obscurity in the early 20th Century to relative popularity in the 2010s and today as more people asked questions like these. Why do people do what they do? What causes people to think or feel a certain way?
ShepHyken
MARCH 27, 2020
This week we feature an article by Eralp Arslan, a digital marketing specialist at JotForm. He writes about different types of customer experience surveys and how they can help businesses gain customer loyalty. Did you know that customers who have a positive experience are 54 percent more likely to make another purchase and are five times more likely to recommend your brand to others ?
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inSided
MARCH 27, 2020
It’s been a couple of weeks for most of us now, and a lot of us in the SaaS and Customer Success industries are getting into the swing of fully remote working. Maybe you’re already used to working remotely on occasion, perhaps you’re part of a fully-remote organization, or maybe you’ve never picked up your laptop outside of the office’s four walls—but whatever your situation, you’re no doubt having to deal with some significant changes to “business as usual” at the moment.
GetFeedback
MARCH 23, 2020
GetFeedback by SurveyMonkey offers the most flexible, easy-to-use CX technology with the fastest time-to-value in market.
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Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.
InMoment XI
MARCH 23, 2020
Customers are still interacting with products and services even as COVID-19 continues to disrupt the economy, purchase habits, and everyday lives. Don’t stop listening to your customers during this critical time! Join top customer experience and research experts from Inmoment and MaritzCX, and Inmoment company, in this webinar as they provide answers to your critical.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Experience Investigators by 360Connext
MARCH 24, 2020
It feels a little tricky to try to predict anything these days… but I’m going to ask you to try. Knowing how much uncertainty is out there, it can be tempting to throw up our hands and say our customer experience is on hold indefinitely. But of course, that’s not the case. Your customer experience happens whether you are planning it or not.
TechSee
MARCH 23, 2020
Work from home (WFH) for customer service agents is a concept that has rapidly gained traction over the past few years, enabling enterprises to partially address the ongoing contact center recruitment crisis. In the current climate, this model has emerged as a critical element of any call center business continuity plan and companies around the world seek to enable remote working as quickly and seamlessly as possible.
InMoment XI
MARCH 24, 2020
Little Things Make a Big Impact on CX It’s the little things that make the biggest difference in customer experience. Dave Fish, CEO of CuriosityCX, outlined a series of 3 “little” things that make a big impact on CX: 1. Words Matter The words you curate to connect with your customer can be the make. View Article.
CRMI
MARCH 25, 2020
Now more than ever as we navigate times of uncertainty, at home employee soft-skills training will produce long-term positive customer experiences. Are your employees armed with the necessary soft-skills training to deliver exceptional customer exper.
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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
ProProfs Chat
MARCH 27, 2020
Remember when your business had limited platforms, mostly email, mail, and phone support, to help customers reach your brand? We’ve obviously come a long way from those times. No wonder customers today are more concerned about how their customer support experience might turn out with a brand. They know you have more platforms in place to help them reach your brand faster in times of need. “ More than 60% of modern consumers care less. about the price if they are getting the. best customer experi
Gainsight
MARCH 25, 2020
If you’re like me, you probably feel like the world we live in is completely different from what it was even just a few weeks ago. Companies, as well as their employees, are learning to adapt to the new normal of working from home, the economic fallout from the crisis, the business impact to their customers—the list goes on. It’s also clear that no one was 100% prepared for the pace at which this new normal came about.
Oracle
MARCH 24, 2020
In the Experience Economy , customers are driving innovation, and digital marketers are challenged to capture a customer’s attention as soon as they can, and hold it — as there’s always another marketing message on the horizon. Thus, marketers need to stand out, but how can they? Data, making use of emerging technologies, content, and customer-centricity all play huge roles in these 6 digital marketing trends that are reshaping the customer experience in 2020.
Wootric
MARCH 23, 2020
RESPONDING TO COVID-19 . Everything has changed. How are your people doing? Understanding how your employees are feeling right now has never been more important, nor more difficult. Let us help. . Wootric is offering free employee pulse tools to help you stay connected to your teams. The program includes access to our CXInsight text analytics platform for 6 months. .
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!
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ProProfs Chat
MARCH 26, 2020
If you are reading this blog, you might already have an idea about NPS( Net Promoter Score), a highly used customer satisfaction metric. This article will help you understand why you need a Net Promoter Score (NPS) survey software to make the most of this metric. For this reason, you need to first learn about “Brand loyalty”. Brand loyalty is a modern day buzzword.
Thematic
MARCH 23, 2020
The world has now recognised and is starting to see the devastating impact that COVID-19 (or Coronavirus) will have on the lives of many. I live in New Zealand and at the time of writing this we have only 28 confirmed cases of Coronavirus. Despite this, businesses here are already taking huge losses. I overheard a Cafe owner today talking about how packed his popular beach-front cafe was Monday, 3 days later, the place is two thirds empty.
Gainsight
MARCH 26, 2020
Investor Gavin Baker wrote a terrific blog where he shared his thoughts about recurring revenue. In short, you can’t take it for granted that your recurring revenue will, in fact, recur. 5) There is no such thing as truly "recurring" revenue. Some revenue is just more recurring than others. — Gavin Baker (@GavinSBaker) March 20, 2020.
Beyond Philosophy
MARCH 21, 2020
A global pandemic wasn’t in your plans this quarter. However, we see an opportunity to enhance your relationships with customers in this global crisis. In this episode of The Intuitive Customer, we share ten strategies for managing the uncertainty surrounding COVID-19. Our practical tips help you manage the stress and anxiety at your front lines to the best possible outcome.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
ProProfs Chat
MARCH 27, 2020
It’s no secret that customer service is an essential aspect of every business. That said, many companies overlook their customer experience, and they don’t often consider it an ROI generating metric. There are many reasons to believe that customer service has a direct impact on the bottom line, especially as we move into a more “buyer-centric” economy.
MyCustomer
MARCH 23, 2020
Engagement How to calculate a return on CX.
ReviewTrackers
MARCH 26, 2020
Customer feedback systems and software products are quickly becoming a must-have for organizations of all sizes and across all industries. And for good reason: if you’re hoping to deliver customer experiences that delight in ways that make a positive impact on the bottom line, you must be able to effectively manage customer feedback. Defining customer feedback.
ShepHyken
MARCH 25, 2020
Many companies have a great focus on providing an excellent or, as I like to call it, amazing customer service experience. They do customer service training during the onboarding process. Once every year or so, they have some type of refresher. Good for them, but there’s more to it than just that and it’s easier than you think. Communication is a big part of keeping the “magic” going, and to do that you must consider ongoing training.
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The annual Cognition virtual conference is back on October 16, and this year it’s FREE! You’ll enjoy: Inspiring Keynotes from top learning industry leaders, providing fresh perspectives to help you outperform the competition. Hands-on, Skill-Building Sessions to elevate your growth, retention, and product adoption strategies. Exclusive First Look at the latest innovations from Thought Industries, empowering you with tools to grow faster.
ProProfs Chat
MARCH 26, 2020
Hello? Yeah, hi. I was trying to purchase one of your products online and submitted my card details. I see a deduction but I haven’t received a confirmation from your end. Could you please look into this and let me know if my order has been confirmed? Yes, sure. Is it okay if I put your call on hold? . Yeah. Thanks to live chat, the ‘call on hold’ mode during a support request doesn’t daunt anymore.
Hero Digital
MARCH 26, 2020
The most immediate threat to healthcare in the U.S. is capacity — the capacity of hospitals, emergency departments, and outpatient centers to treat the rising infection rate of COVID-19. In a healthcare system that was already overburdened, healthcare professionals are on the frontlines of the outbreak with incredibly high stress as beds and resources become unavailable.
One Millimeter Mindset
MARCH 26, 2020
Right now, do you feel like you are wearing an incredibly itchy, 100% wool sweater? And no matter how much you scratch, you become more and more uncomfortable wearing that sweater. Except you cannot take the sweater off. If you feel this way, you are not alone. The continuous disruption of our professional comfort is something we all are dealing with.
iPerceptions
MARCH 26, 2020
Staying connected to your customers through customer feedback will help your brand navigate the impact of the coronavirus now, and after we emerge on the other side of the curve.
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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.
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