Totango

JUNE 2, 2020

Having a good customer success crisis plan can help you maintain good relationships with customers. It can mitigate the effects of a crisis on your employees’ productivity and (even more importantly) their health. So what does a good customer success crisis plan entail? Managing Customer Success in a Crisis.

Start-ups 62

Start-ups Customer Retention 62

Intercom, Inc.

MARCH 25, 2020

We’ve written about how you can manage your customer communications in a crisis detailing how you can proactively make it easier for your customers to get the answers they’re looking for, as well as on dealing with the inbound queries that you might be facing. Only proactively communicate with your most active customers.

Start-ups 160

Start-ups 160

Uplifting Service

MARCH 17, 2020

If you’re a leader in this unfolding drama, there is no clear view of the direction or duration of the crisis. We watch as other government and corporate leaders grapple with how to put structure around their response, make decisions from behind the curve, and communicate to inspire and control. Declare service a top priority.

Social Media 83

Social Media Government Innovation Gaming 83

Bill Quiseng

MARCH 1, 2021

I was fortunate to have Dr. Michelli write a blog post about his book, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way. Market value: Communicate the benefits of your solutions to your consumers. . Ever since the beginning of last year, all of us have had to endure this pandemic.

Hospitality 148

Hospitality Hospitality Sales Innovation 148

CSAT.AI

MARCH 18, 2020

When we put out our blog last week on facing changes we didn’t yet know how big they would be. We are addressing some of the key points to keep in mind to ease managing your remote customer service team. We are addressing some of the key points to keep in mind to ease managing your remote customer service team. Lead by example.

Customer Service 52

Customer Service CX AI Customer Satisfaction 52

Hodusoft

JANUARY 3, 2024

In this blog post, we discuss CCaaS in detail starting from what CCaaS is, its top benefits, its key features, and how you can handpick the right CCaaS solution for your business needs. As per various studies, CCaaS solutions have been found to reduce communication costs by up to 50%. billion by 2030.

Contact Center 59

Contact Center Omnichannel Start-ups CRM 59

Intercom, Inc.

OCTOBER 5, 2022

Each person on your team has different needs, responds to feedback in different ways and evolves in different trajectories – and management should always reflect that. But no matter how isolating a management position can feel, you’re not going through it alone. Her latest book, Resilient Management , was born out of that.

Engineering 118

Engineering Gaming 118

Totango

MAY 29, 2020

The scale of the current health crisis may be unparalleled, but we have all dealt with the challenge of how to retain at-risk customers before, even if there may be more of them than usual at the moment. Everyone wants to support their customers during this time of crisis–after all, our own futures depend on their continued growth.

Hospitality 62

Hospitality Hospitality Start-ups Customer Retention 62

Totango

MAY 19, 2020

The continuing COVID-19 health crisis may well produce a recession that has a significant impact on the Software-as-a-Service (SaaS) industry. What we do know is that in times of crisis, people cling to things of value. Create a Community for Sharing Best Practices. Get started for free and access the COVID-19 toolkit today.

Finance 77

Finance Education Sales Technology 77

Customer Bliss

MAY 6, 2020

With a plan on how you communicate with all of your business stakeholders when times get difficult? During our conversation, Horst provided some specific crisis management advice; he also offered wisdom that leaders can apply in their day-to-day lives during more stable times. “It’s critical to communicate.

62

62

Hodusoft

JANUARY 5, 2022

This blog focuses on delivering quality customer experiences, how call center employees work, the best call center software for small businesses to grow their business, and how digital channels can support the increase in call center volumes. Businesses must prioritize online communication to get the most out of a hybrid workspace.

Predictive Analytics 52

Predictive Analytics Contact Center Technology Technology 52

Hodusoft

JANUARY 5, 2022

This blog focuses on delivering quality customer experiences, how call center employees work, the best call center software for small businesses to grow their business, and how digital channels can support the increase in call center volumes. Businesses must prioritize online communication to get the most out of a hybrid workspace.

Predictive Analytics 52

Predictive Analytics Contact Center Technology Technology 52

SurveySensum

MAY 20, 2020

We as humans have faced crisis situations in the past and always have come back stronger “descent with modification” The impacts of the COVID-19 pandemic continue to reverberate within our neighborhoods, workplaces and homes and throughout our economy. Each such interaction can help build brand trust and loyalty.

Social Media 52

Social Media Customer Experience Healthcare Non-Profits 52

Beyond Philosophy

APRIL 17, 2017

The ironic thing is, last month, Munoz received PRWeek US Communicator of the Year award. United now has a PR crisis of epic proportions on its hands. If you enjoyed this blog, you might also like to read these: “Sorry Seems To Be the Hardest Word” — How to Apologize. If it were my daughter, I’d be furious.

Social Media 110

Social Media Compliance Customer Experience 110

Zendesk

APRIL 29, 2021

Public banks are still working to regain trust after the 2008 financial crisis, and younger generations especially are increasingly putting their trust in tech over traditional banks. Read the blog. Subscribe on Spotify , Apple Podcasts , or Google Podcasts. How can fintechs build trust? Good customer service. in real-time.

Customer Service 59

Customer Service Social Media Finance Customer Feedback 59

Execs In The Know

FEBRUARY 17, 2023

This is unfortunate because the less internal communication and collaboration between the two often results in more customer friction. This included marketing insights, crisis management, and opportunities for suggestive selling and conversational commerce. Guest blog post written VXI.

Social Media 52

Social Media Artificial Intelligence AI Retail 52

Fonolo

AUGUST 4, 2020

The current COVID crisis is already impacting customer perceptions of brands. We often think of word of mouth in the literal sense but these days it’s far more; customer reviews, social media, and micro-blogs are all word of mouth too. Communicate better internally. 7 Things Great Call Center Managers Do Every Day.

Social Media 120

Social Media Sports Net Promoter Score Customer Satisfaction 120

PeopleMetrics

SEPTEMBER 1, 2015

Her story echoes the original article's tales of Amazon’s work-above-all responses to personal crisis.). You can also see the root in the words “cultivate” and “cult.”) And because employees are sharing vulnerable information, issues should be addressed with humility, sensitivity, and open communication. Growing Corporate Culture.

Voice of the Employee 103

Voice of the Employee Customer Service Customer Experience 103

Zendesk

MAY 26, 2021

What started as a global health crisis became the accelerant in our transition to a truly digital-first world. Customer service managers tend to hire for technical skill sets. Clear communication. Clear communication. It takes a lot of training and practice to understand how different customers communicate.

Customer Service 105

Customer Service Social Media Start-ups E-commerce 105

Lumoa

JUNE 14, 2023

In this blog post, we’ll answer all these questions and more. To illustrate, let’s take the example of United Airlines’ reputation crisis. Another thing that this email makes evident is the witty and engaging tone of voice that Netflix adopts when communicating with customers. Well, not so fast.

NPS 83

NPS Sentiment Analysis Start-ups Net Promoter Score 83

Customer Service Life

SEPTEMBER 21, 2017

I had been managing a support team for a few years when my employer partnered with an outside group on a new business venture called Phone.com. In 2007, in the midst of the Global Financial Crisis, any prospect of new business was welcome. Click here to read the original post along with other terrific content.

Customer Service 68

Customer Service Net Promoter Score Social Media Start-ups 68

Comm100

NOVEMBER 27, 2017

. “I don’t think they can ever sell another product under that name,” advertising expert Jerry Della Femina told the New York Times in the first days following the crisis. Take the voucher so that when this crisis is over we can give you a product we both know is safe.”. “Companies often fiddle while Rome burns.”

Social Media 116

Social Media Non-Profits Legal Manufacturing 116

Provide Support

MAY 10, 2018

However, avoid telling the first customer you are communicating with someone else and need time for this. Or you could say, “I will need to check this up with our administrator/manager. Instead, you can say, “Sorry, it will take me some time to investigate the issue and check a few details with our admin/manager.

Customer Service 50

Customer Service 50

Totango

OCTOBER 8, 2020

Customers continue to base their renewal decisions on financial realities, emotional connection, and the trust they have that their business partners and process will continue to hold up during a crisis. Establish and utilize digital forms of communication and service. Connect your customer data all in one place.

Customer Retention 63

Customer Retention Scorecard B2B VOC 63

SugarCRM

SEPTEMBER 22, 2022

Some 80% of sales and marketing leaders believe their customers leave due to a lack of communication and personalized, relevant messaging. In reality, experiences can fall short of expectations in many ways, including disconnected communications, poor messaging, frustrating service experiences, and a general lack of trust in brands.

Artificial Intelligence 26

Artificial Intelligence Customer Experience CRM Actionable Insights 26

SugarCRM

SEPTEMBER 1, 2022

Three-quarters of respondents in the survey say a unified view of sales, marketing, and service is critical to delivering an optimal customer experience—however, the lack of such a data infrastructure fuels a customer relationship crisis. This blog article was initially published in CXBuzz. It’s time to let the platform do the work.

CRM 26

CRM Artificial Intelligence AI Sales 26

Qualtrics

MARCH 19, 2020

As Experience Management (XM) professionals, you can play an important role in helping your company weather the storm. For instance, many airlines are operating in a crisis mode – where they need to focus all of their efforts on operational issues. How do you manage executive and company-wide compensation tied to CX metrics?

CX 56

CX Healthcare Close the Loop Actionable Insights 56

Qualtrics

DECEMBER 11, 2018

This is the first installment of our new blog series, “Employee Experience Visionaries.” Working at Patagonia pushes me to be the person I want to be – to work harder to save a planet in crisis. There’s a big fear that using technology will replace face-to-face communication. I’m thankful for that.

Sports 54

Sports Technology Technology 54

Comm100

OCTOBER 17, 2017

This blog post will show you exactly why social media customer service is so important, and how social media support can help take your business into the future of customer care. Be Ready for Crisis Management. For more reading, check out our blog post, Top 3 Ways to Handle Bad Reviews on Social Media.

Social Media 49

Social Media Customer Service Start-ups Customer Survey 49

Comm100

FEBRUARY 6, 2018

This blog post will cover several of the top, most sought-out customer engagement tools on the market. Need : An industry-leading CRM — features include lead scoring, SMS marketing, event management, sales reports, social CRM, mobile app, web content personalization, and more. The question is a loaded one. Deployment : Cloud-based.

Social Media 41

Social Media CRM Omnichannel Invoicing 41

Totango

APRIL 28, 2020

Here are some customer retention strategies that you’ll want to use: Digitally engage with your customers Use customer data to make data-driven decisions Proactively manage expectations Swiftly and effectively respond to escalations Leverage an early warning system Offer flexibility in refunds, downgrades, discounts, or discontinuations.

Customer Retention 111

Customer Retention Technology Technology 111

Intercom, Inc.

APRIL 9, 2020

To learn more about what it takes to balance on the customer support tightrope, we assembled some of our top managers for a remote chat that ranged from why support needs to be supported to the importance of establishing a single source of truth. Bobby Stapleton , Senior Manager of Customer Support for North America: Based in Chicago.

Healthcare 245

Healthcare Non-Profits Start-ups Technology 245

ProProfs

MAY 21, 2020

In other words, you should know how to manage a remote team to get the training results you want. Considering all this, in this blog post, we discuss the 10 best practices for remote training to help you optimize remote employee training. You can also communicate to them the planned schedules of the training.

Start-ups 98

Start-ups Gaming Technology Technology 98

Intercom, Inc.

MARCH 24, 2020

We created this blog post to help you reduce your Support team’s load and provide your customers with the personal support they need. Proactively communicating with customers. Naturally, your customers’ attention will be a little more divided during a crisis. So, it’s more important than ever to make every message count.

B2B 31

B2B Start-ups Sales 31

Intercom, Inc.

AUGUST 30, 2018

I did interaction, visual design, and then got into management. It was an incredible place for me to learn: about ecommerce, about scale, and just in general about management practices. ” to “I’m having to influence my product manager. I was at an agency for a while and then moved to the Bay Area in 2001.

Start-ups 149

Start-ups Engineering 149

SugarCRM

SEPTEMBER 8, 2022

To end this customer relationship crisis and avoid being left behind, organizations need to unite the efforts of their sales and marketing teams and deliver exceptional customer experiences. Most modern marketing teams rely on marketing automation platforms (MAP), while sales teams handle customer relationship management (CRM).

Sales 26

Sales CRM Actionable Insights Customer Relationship Management 26

SugarCRM

AUGUST 18, 2022

To end this customer relationship crisis and avoid being left behind, organizations need to unite the efforts of their sales and marketing teams and deliver exceptional customer experiences. Most modern marketing teams rely on marketing automation platforms (MAP), while sales teams handle customer relationship management (CRM).

CRM 26

CRM Sales Finance Actionable Insights 26