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Want Better CX? Build a Seamless Sales, Service, and Marketing Team
Skybridge
OCTOBER 21, 2020
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.
Skybridge
7 Ways to Make the 2020 Holiday Season Your Brand’s Best Ever
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.
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The 5 R’s of COVID-era Customer Care
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.
4 Warning Signs Your Perfect CX Plan Won’t Succeed
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.
How Call Lifecycle Details Help Increase Customer Satisfaction
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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!
You Can’t Meet Your Customers’ Needs If You Don’t Get Where They’re Coming From
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.
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Better CX isn’t just about driving profit
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.
Your Customers’ Journey is Different and More Complicated Than Ever
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.
5 Customer Service Rules the Pandemic Just Rewrote
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.
6 Ways to Secure (More Of) a Budget for Your Customer Education Program
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!
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The Year of Redefining Customer Retention
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.
What to Cut (and What to Grow) in Your Post-COVID CX Budget
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.
4 Super Powers You Gained This Year
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.
3 Questions That Can Save Your Brand
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.
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.
4 CX Steps to Boost Your Brand’s post-COVID Success
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.
Stop Mistaking Customer Silence with Customer Satisfaction
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.
If You’re Serious About Solving Your Real CX Issues…
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.
It’s August, 2020: Do You Know Where Your Customer Loyalty Numbers Are?
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.
The Best Sales Forecasting Models for Weathering Your Goals
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!
The Silicon Review Names Skybridge Americas One of the 50 Most Trustworthy Companies of 2020!
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.
7 Habits For Right Now
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.
4 Reasons to Treat COVID as the Dress Rehearsal
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.
Is Your Brand Fully Committed to Customer Experience?
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.
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 community in empowering your customers, and generating value for your business.
5 Must-Know Facts About Customer Care In Today’s Homebody Economy
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.
In the Race to Meet Shifting Customer Values, Tap Into The Simple Genius of the Kano Model
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.
6 CX Innovations That Have Advanced at Lightening Speed Since COVID-19
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).
When “Virtual” is Better:
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.
Busy Season? Keep Customers Satisfied with Great Support
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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.
How Customer Centric Are You?
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.
Your Customers Were Already Frustrated Before COVID-19
Skybridge
JULY 13, 2020
Are You Ready to Re-Build Customer Loyalty? The 2020 National Customer Rage Study was released last month. With everything else going on, did you have a chance to look through it? You should. It’s a quick and straight-forward read. It’s also an eye-opener. This year’s study is actually the 9th wave of a long-running series, first initiated in 1976 by the White House.
Have You Taken the CEO DIY CX Check-Up?
Skybridge
JULY 8, 2020
Don’t Skip These Critical Steps. Sometimes, the best way to get a reality check on how well you’re really treating your own customers is to simply be one of your own customers. Experience your brand’s customer experience. What do I mean by that? Well, let’s be real. If you’re the CEO, CX leader, or other senior executive, you probably get top shelf service whenever you make a purchase or send an email or ask a question within your own organization.
The T.R.U.S.T. Code: 5 Rules for Growing Customer Trust in a Crisis
Skybridge
JULY 6, 2020
The short-term steps you take immediately after a crisis can have a huge long-term impact on customer trust. You already knew that. You probably even had a business continuity plan that detailed the 3 basics for rebounding after catastrophe: move swiftly to identify and contain the problem ; reassure your customers – and employees – that you have solutions in place to correct the problem ; and make the changes necessary to prevent the problem from happening again.
8 Contact Center Trends to Watch in 2020
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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!
4 Truths About CX Every Brand Should Revisit Now
Skybridge
JULY 1, 2020
When your customers reach out to you with a question or a problem, you know they’re expecting a clear, accurate, efficient response. If you can’t meet those expectations, the future of your customer care operation – and your brand – looks pretty bleak. But you also know something else, something that’s come into much sharper focus since COVID-19: accuracy and efficiency are really just table stakes. They’re the bare minimum.
3 Things You Can Do Now To Boost Call Center Agent Employee Experience
Skybridge
JUNE 29, 2020
Last March, I wrote about what I saw happening to the customer care industry when COVID-19 forced entire call centers to close their doors, send their agents home, and scramble to provide the technology necessary to get those agents back on the phones. It was ugly. As I suggested then, the pandemic didn’t just disrupt business-as-usual for brick-and-mortar call centers. It threatened to destroy them.
5 Steps to Re-Engaging Customers in the Wake of a Pandemic
Skybridge
JUNE 24, 2020
Are your customers struggling to come to terms with the new rules and new inconveniences of today’s “social distancing” requirements? Are they starting to take out their frustrations on your customer care agents? It seems to be happening just about everywhere right now. In his recent Forbes article, Chip Bell talks about how, so often when our customers vent their anger, we have an opportunity to see beyond that anger to what’s really motivating that call: fear.
4 Ways to Show Your Customers You’re There and You Care
Skybridge
JUNE 22, 2020
Are your customers struggling to come to terms with the new rules and new inconveniences of today’s “social distancing” requirements? Are they starting to take out their frustrations on your customer care agents? It seems to be happening just about everywhere right now. In his recent Forbes article, Chip Bell talks about how, so often when our customers vent their anger, we have an opportunity to see beyond that anger to what’s really motivating that call: fear.
Need to More Effectively Manage Your Call Center?
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TASKE shares how you can rewind your real-time dashboard and watch agent and time activities in the past. Download the infographic here!
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