Expert insights. Personalized for you.
Cooped-up customers say they’re ready to spend, big, online this season. Are you – and everyone on your team – ready to make their brand experience a merry and memorable one? . If you’re looking to your plans and experiences from holidays past, you’re probably not. MORE
A Handful of North American Call Centers Step Up to Fill the Need. In my past several posts, I’ve focused on the growing urgency among so many organizations to continue to serve their customers while most of their employees are required to self-quarantine at home. MORE
A Timely Rethinking of What it Takes to Lead Your Brand Through Uncertain Times. In Stephen Covey’s famous book, “The 7 Habits of Highly Effective People,” we are introduced to a set of practices that successful, “highly effective” people consistently apply to their everyday lives. MORE
Worried that this spooky year is scaring away your customers? Here are my top 5 tips for luring them back to your front door and treating them so well that they’ll never run away again. Stop catching them by surprise! Nobody likes an ugly surprise. MORE
In a year that has forced so many brands to rethink plans, revisit marketing strategies, and revise budgets, it helps to step back, take a breath, and check the landscape from somewhere above the tree line. In other words, get out of the weeds. Not always easy. But so necessary, especially right now. Because, to quote Denise Lee Yohn in her recent Forbes article: “COVID-19 is the newest, but not the only challenge you face.”. And it won’t be the last. MORE
It’s been quite a week, in the middle of quite a year… and next, we head into winter. It struck me today that, no matter how you or I – or any individual leaders within their organizations – might be feeling today, the truth is, we have a mighty responsibility to the people who keep our companies going. Those folks may be experiencing a range of emotions these days. And they need us. They need us to keep the ship upright, steaming ahead, and running smoothly. MORE
3 Smart Steps Every CX Leader Should Take Now. In a year marked by countless unknowns, challenges, and unexpected opportunities, brace yourself for a few more rides on the roller coaster. Here come the holidays. MORE
6 Critical Insights Into the Loyalty Rollercoaster Your Customers Have Been Riding and How You Can Bring Them Safely Back to Your Brand. Not long ago – just last November, to be exact – consumers were reporting that they were more brand loyal than they’d been the previous year. MORE
Is Your Hyper Focus on Keeping Every Customer Causing You to Lose Your Best Customers. In a year marked by unwelcome surprises, economic uncertainty, and worry aplenty, the drive to retain every possible customer is understandable. MORE
Technology is developing at breakneck speed, so communicating and working with teams across the world is also gaining significance. Accordingly, Business Process Outsourcing (BPO) has been growing in popularity. MORE
There’s no point in sugar-coating it: 2020 has been a year of unprecedented challenges, unknowns, headaches and, at times, heartaches. But it’s also been a time of learning, adapting, radically re-thinking, and staying the course – all in different measures, at different stages. MORE
…Look at Your Own Operation (Not Just at Your Employee). We’ve all been there. A customer has a bad experience on the phone. They’re mad. They’re super verbal. And they’ve taken the time to make sure we know every detail of what went so wrong. MORE
5 Ways to Turn Find and Fix Problems Early. You know the saying, “if it’s not broken, don’t fix it…”. In a year like this one, when so much has seemed to be broken, turned inside-out, or teetering on the edge, your time, focus, and resources have probably been pretty tied up. You’ve been busy. MORE
Customers everywhere are undergoing a dramatic (sometimes unconscious) recalibration of their brand expectations. For the brands who fail to measure, embrace, and adapt to these changes, the future may look very uncertain. MORE
A CX Report Card from 4,000 retail customers. In a recent study, business communications company Mitel® surveyed more than 4,000 consumers to get a clearer view of how the pandemic has been shaping customer experience and expectations. As I read through their summary, I found plenty to celebrate. MORE
(It Will actually save you money. Here’s how.). A frequent topic of conversation between C-suite leaders and their sales, marketing, and customer care teams – especially during annual budgeting – revolves around customer experience. MORE
“Customer experience strategy is the first step to business survival in 2021, especially for large organizations and iconic brands.”. That’s how Liliana Petrova, of consulting firm The Petrova Experience, recently summed up the urgent importance of CX strategy in the coming year. MORE
It’s a time when countless consumer-focused brands are wrestling with this year’s customer experience (CX) performance and next year’s CX plans. If that’s true for you, don’t forget one of the most important steps in the process. MORE
Sometimes, when you’ve had your nose to the grindstone, working on something extremely important and terribly urgent, a little dose of everyday wisdom and common-sense context can be incredibly rejuvenating. MORE
Plans are funny things. You can’t expect to achieve aggressive goals without one. But honestly, you can’t expect to achieve them even when you do have one. Not even a great one. Yet too often, we human beings fall into the same old trap. MORE
4 Key Metrics That Are Worth a Bigger Investment. As every company grapples with planning and budgeting for next year (and realistically, even for the next few months) many brands are feeling some understandable pressure to look for ways to cut sales, marketing, and CX budgets. MORE
Since mid-March, McKinsey & Company has been conducting a series of “Consumer Sentiment” studies in an effort to track the impact of COVID-19 on buyer needs, expectations, and attitudes. MORE
Not long ago, in the BP (before pandemic) era, successful brands had gotten so good at knowing, engaging, and selling to their consumers. Back then, their buyers’ everyday lives – and purchasing habits – were largely defined by the social media ecosystems in which they functioned. MORE
How to turn a one-time purchase into a loyal customer relationship. Consumers are now more mobile, open to switching brands, and intolerant of poor customer experience than ever. What does it take to keep a customer coming back? In a word: Trust…. But trust is tricky. It can’t be built in a day. But it can be destroyed forever in the span of one short call to customer service. MORE
Usually, we think of “disruptors” as upstart competitors that swoop in with new solutions to old needs (or new ways of convincing buyers of needs they never even knew they had). MORE
You’re likely familiar with the concept of “React, Respond, Recover” as a framework for describing how businesses can successfully navigate and survive crises. As with so many things brought on by the current international pandemic, I find that model useful – but ready for some revision. MORE
How the lessons you learn now will make your brand stronger and better prepared for the next unknown. If you haven’t taken the time yet to step back from today’s challenge to plan for the next one, you’d be forgiven. MORE
Take This 3 Question Quiz to Find Out – and Get Started. When Judy Weader, a senior analyst at Forrester, recently wrote about the importance and urgency of prioritizing CX strategy, she described prioritization as both and art and a science – and she defines it as critical to CX success. MORE
Use this 10-Trait Scale for a Quick Reality Check. Customer centricity. You know what it means: running your business with your customers’ needs front and center of your actions, investments, and decisions. You also know why it’s important to be customer centric. And you’re probably committed to leading – and promoting – your organization in ways that reflect a truly customer centric philosophy. But customer needs change. Sometimes those changes creep up gradually. MORE
I recently wrote an article, “ The Future of Customer Care is Here ,” for CIO Applications magazine about customer care and how COVID-19 has not only accelerated the embrace of cloud-based, virtual platforms, but has driven fundamental changes in customer expectations. You can check it out here. MORE
Every team member of every customer-centric business knows that their customers have been going through upheaval this year. And during times of rapid change, people’s priorities often shift in unanticipated ways. But for many people this year, needs, wants, and expectations didn’t just change. MORE
For months, Americans have been adapting their consumer behaviors to accommodate the restrictions brought on by the pandemic. And, not surprisingly, they’ve learned a lot of lessons along the way. Turns out, some brands have made it easier than others. MORE
I’ve written a lot about the (often underestimated) role that a customer care team plays in achieving superior customer experience and long-term loyalty. MORE
Skybridge
NOVEMBER 18, 2020
A CX Report Card from 4,000 retail customers. In a recent study, business communications company Mitel® surveyed more than 4,000 consumers to get a clearer view of how the pandemic has been shaping customer experience and expectations. As I read through their summary, I found plenty to celebrate.
Skybridge
NOVEMBER 12, 2020
“Customer experience strategy is the first step to business survival in 2021, especially for large organizations and iconic brands.”. That’s how Liliana Petrova, of consulting firm The Petrova Experience, recently summed up the urgent importance of CX strategy in the coming year.
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Skybridge
NOVEMBER 11, 2020
Not long ago, in the BP (before pandemic) era, successful brands had gotten so good at knowing, engaging, and selling to their consumers. Back then, their buyers’ everyday lives – and purchasing habits – were largely defined by the social media ecosystems in which they functioned.
Skybridge
NOVEMBER 2, 2020
It’s a time when countless consumer-focused brands are wrestling with this year’s customer experience (CX) performance and next year’s CX plans. If that’s true for you, don’t forget one of the most important steps in the process.
Advertiser: Frontline Group
There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.
Skybridge
OCTOBER 30, 2020
Worried that this spooky year is scaring away your customers? Here are my top 5 tips for luring them back to your front door and treating them so well that they’ll never run away again. Stop catching them by surprise! Nobody likes an ugly surprise.
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Skybridge
OCTOBER 20, 2020
Cooped-up customers say they’re ready to spend, big, online this season. Are you – and everyone on your team – ready to make their brand experience a merry and memorable one? . If you’re looking to your plans and experiences from holidays past, you’re probably not.
Skybridge
OCTOBER 13, 2020
You’re likely familiar with the concept of “React, Respond, Recover” as a framework for describing how businesses can successfully navigate and survive crises. As with so many things brought on by the current international pandemic, I find that model useful – but ready for some revision.
Skybridge
OCTOBER 5, 2020
Plans are funny things. You can’t expect to achieve aggressive goals without one. But honestly, you can’t expect to achieve them even when you do have one. Not even a great one. Yet too often, we human beings fall into the same old trap.
Skybridge
OCTOBER 1, 2020
Sometimes, when you’ve had your nose to the grindstone, working on something extremely important and terribly urgent, a little dose of everyday wisdom and common-sense context can be incredibly rejuvenating.
Advertisement
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!
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Skybridge
SEPTEMBER 29, 2020
3 Smart Steps Every CX Leader Should Take Now. In a year marked by countless unknowns, challenges, and unexpected opportunities, brace yourself for a few more rides on the roller coaster. Here come the holidays.
Skybridge
SEPTEMBER 24, 2020
(It Will actually save you money. Here’s how.). A frequent topic of conversation between C-suite leaders and their sales, marketing, and customer care teams – especially during annual budgeting – revolves around customer experience.
Skybridge
SEPTEMBER 22, 2020
Every team member of every customer-centric business knows that their customers have been going through upheaval this year. And during times of rapid change, people’s priorities often shift in unanticipated ways. But for many people this year, needs, wants, and expectations didn’t just change.
Skybridge
SEPTEMBER 16, 2020
I recently wrote an article, “ The Future of Customer Care is Here ,” for CIO Applications magazine about customer care and how COVID-19 has not only accelerated the embrace of cloud-based, virtual platforms, but has driven fundamental changes in customer expectations. You can check it out here.
Advertiser: Skilljar
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!
Skybridge
SEPTEMBER 11, 2020
Is Your Hyper Focus on Keeping Every Customer Causing You to Lose Your Best Customers. In a year marked by unwelcome surprises, economic uncertainty, and worry aplenty, the drive to retain every possible customer is understandable.
Skybridge
SEPTEMBER 2, 2020
4 Key Metrics That Are Worth a Bigger Investment. As every company grapples with planning and budgeting for next year (and realistically, even for the next few months) many brands are feeling some understandable pressure to look for ways to cut sales, marketing, and CX budgets.
Skybridge
SEPTEMBER 1, 2020
There’s no point in sugar-coating it: 2020 has been a year of unprecedented challenges, unknowns, headaches and, at times, heartaches. But it’s also been a time of learning, adapting, radically re-thinking, and staying the course – all in different measures, at different stages.
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.
Skybridge
AUGUST 27, 2020
For months, Americans have been adapting their consumer behaviors to accommodate the restrictions brought on by the pandemic. And, not surprisingly, they’ve learned a lot of lessons along the way. Turns out, some brands have made it easier than others.
Skybridge
AUGUST 25, 2020
5 Ways to Turn Find and Fix Problems Early. You know the saying, “if it’s not broken, don’t fix it…”. In a year like this one, when so much has seemed to be broken, turned inside-out, or teetering on the edge, your time, focus, and resources have probably been pretty tied up. You’ve been busy.
Skybridge
AUGUST 20, 2020
…Look at Your Own Operation (Not Just at Your Employee). We’ve all been there. A customer has a bad experience on the phone. They’re mad. They’re super verbal. And they’ve taken the time to make sure we know every detail of what went so wrong.
Skybridge
AUGUST 18, 2020
6 Critical Insights Into the Loyalty Rollercoaster Your Customers Have Been Riding and How You Can Bring Them Safely Back to Your Brand. Not long ago – just last November, to be exact – consumers were reporting that they were more brand loyal than they’d been the previous year.
Advertiser: ZoomInfo
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!
Skybridge
AUGUST 18, 2020
Technology is developing at breakneck speed, so communicating and working with teams across the world is also gaining significance. Accordingly, Business Process Outsourcing (BPO) has been growing in popularity.
Skybridge
AUGUST 13, 2020
A Timely Rethinking of What it Takes to Lead Your Brand Through Uncertain Times. In Stephen Covey’s famous book, “The 7 Habits of Highly Effective People,” we are introduced to a set of practices that successful, “highly effective” people consistently apply to their everyday lives.
Skybridge
AUGUST 10, 2020
How the lessons you learn now will make your brand stronger and better prepared for the next unknown. If you haven’t taken the time yet to step back from today’s challenge to plan for the next one, you’d be forgiven.
Skybridge
AUGUST 6, 2020
Take This 3 Question Quiz to Find Out – and Get Started. When Judy Weader, a senior analyst at Forrester, recently wrote about the importance and urgency of prioritizing CX strategy, she described prioritization as both and art and a science – and she defines it as critical to CX success.
Speaker: Carrie Melissa Jones, Erica Kuhl and Holly Firestone
While organizations have been using communities for many years, it is only in the last few that executives have started to see the value that a community can offer. But now, in 2021, many executives have finally started to view community structures as a new governance model for the entire organization rather than a stand-alone initiative. Join us on January 27 at 12 PM ET for a webinar exploring Chapter 2 of our 2021 Community Predictions eBook.
Skybridge
AUGUST 4, 2020
Since mid-March, McKinsey & Company has been conducting a series of “Consumer Sentiment” studies in an effort to track the impact of COVID-19 on buyer needs, expectations, and attitudes.
Skybridge
JULY 31, 2020
Customers everywhere are undergoing a dramatic (sometimes unconscious) recalibration of their brand expectations. For the brands who fail to measure, embrace, and adapt to these changes, the future may look very uncertain.
Skybridge
JULY 21, 2020
Usually, we think of “disruptors” as upstart competitors that swoop in with new solutions to old needs (or new ways of convincing buyers of needs they never even knew they had).
Skybridge
NOVEMBER 6, 2020
It’s been quite a week, in the middle of quite a year… and next, we head into winter. It struck me today that, no matter how you or I – or any individual leaders within their organizations – might be feeling today, the truth is, we have a mighty responsibility to the people who keep our companies going. Those folks may be experiencing a range of emotions these days. And they need us. They need us to keep the ship upright, steaming ahead, and running smoothly.
Advertisement
Today’s most successful brands understand how great customer support can grow their bottom line. Having provided outsourced customer support to some of the world’s top brands, we know what works, and now we’re sharing that with you.
Skybridge
OCTOBER 28, 2020
How to turn a one-time purchase into a loyal customer relationship. Consumers are now more mobile, open to switching brands, and intolerant of poor customer experience than ever. What does it take to keep a customer coming back? In a word: Trust…. But trust is tricky. It can’t be built in a day. But it can be destroyed forever in the span of one short call to customer service.
Skybridge
OCTOBER 15, 2020
In a year that has forced so many brands to rethink plans, revisit marketing strategies, and revise budgets, it helps to step back, take a breath, and check the landscape from somewhere above the tree line. In other words, get out of the weeds. Not always easy. But so necessary, especially right now. Because, to quote Denise Lee Yohn in her recent Forbes article: “COVID-19 is the newest, but not the only challenge you face.”. And it won’t be the last.
Skybridge
APRIL 6, 2020
A Handful of North American Call Centers Step Up to Fill the Need. In my past several posts, I’ve focused on the growing urgency among so many organizations to continue to serve their customers while most of their employees are required to self-quarantine at home.
Skybridge
JULY 16, 2020
Use this 10-Trait Scale for a Quick Reality Check. Customer centricity. You know what it means: running your business with your customers’ needs front and center of your actions, investments, and decisions. You also know why it’s important to be customer centric. And you’re probably committed to leading – and promoting – your organization in ways that reflect a truly customer centric philosophy. But customer needs change. Sometimes those changes creep up gradually.
Advertisement
In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!
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