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Why Brand Intimacy Might Be a Smarter Way to Gauge the Health (And Profitability) Of Your Customer Relationships

Skybridge

Why brand intimacy might be a smarter way to gauge the health (and profitability) of your customer relationships. Sure, “loyalty” measurements can be useful indicators of a customer’s repeat business and potential long-term profitability. But what leads to loyalty?

Did you hear that? Listening to the voice at the center of your CX strategy

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These 5 Emerging CX Trends Will Determine Your Brand’s Success. Get the breakdown from North America’s leader in customer care.

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Did you hear that? Listening to the voice at the center of your CX strategy

Skybridge

“Many organizations claim to be customer-centric. So why do some continue lose customers, while others deliver phenomenal experiences?”. That’s the opening line in a recent CMS Wire article by Jason VandeBoom.

Say goodbye to the old type of contact center

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In their recent 2021 survey of contact center leaders, Deloitte Digital explores how post-pandemic contact centers are rapidly evolving into customer experience (CX) hubs. The survey is well worth the read, outlining 5 critical findings.

Customer Preferences: How Community Can Deliver a Simplified Experience

Your customers want a simplified customer experience. Make sure you give it to them with community. Download the whitepaper to learn more!

Your CX Secret Weapon

Skybridge

I don’t know your number. But I have a good guess it’s not small. Recently, I came across an article by Peter Dooley about the various ways that marketing insights are gathered.

How to Make Every Veterans Day Count. The Top 10 Reasons to Hire a Veteran!

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Today, as we honor the service and sacrifice of all American Veterans, I would like to highlight one especially meaningful way that businesses across the country can show their appreciation: Hire a Veteran. A few years ago, I wrote about my Top 10 Reasons to Hire a Veteran.

The Undeniable Link Between Brand Empathy and Customer Experience

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How strong is your partnership with your contact center leadership? Not that long ago, strong, strategic collaborations between CMO and Customer Care were rare.

The 3 CX Opportunities Most Often Missed by CMOs Today

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How strong is your partnership with your contact center leadership? Not that long ago, strong, strategic collaborations between CMO and Customer Care were rare.

When is the Last Time You Asked Your Customer Care Partner These 3 Questions?

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I’ve said it before: there are countless ways to measure a contact center’s performance. While each metric means something , the truth is, some are more useful and informative than others.

A Strategic Guide to Community Gamification

Does creating engaged customers and impacting CS objectives sound interesting? Learn more about how gamification can help your customer success team in our free eBook.

When “Virtual” is Better:

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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.

Is Your Customer Care Team at the Center of Your Engagement & Loyalty Strategy? It Needs to Be.

Skybridge

As a growing mountain of studies continues to show, the events and effects of the past year have driven – and continue to drive – profound shifts in customer needs, preferences, and standards. For better or worse, this great reshuffling of buying behaviors has many North American brands in a tizzy.

Laresa McIntyre: Bringing a change in the financial sector at Skybridge Americas Inc.

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The Most Successful Businesswomen to watch, 2021. Some leaders like to help others and grow with them to make a better place around them. With the free spirit to help others and transform the financial sector, Laresa McIntyre joined forces with Skybridge Americas Inc.

The Price of a Poorly Scheduled Patient Appointment

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A True Story of Patient Experience Gone Wrong and 3 Ways to Make it Right. In one short year, everyone in the healthcare industry has experienced radical, upheaval. Much of it painful. Some of it surprisingly positive.)

Should Customer Marketing Align with Customer Success?

With outcomes and metrics that align directly, find out why customer success should be the foundation of a customer marketing strategy. Download the free ebook now!

Customer Loyalty Isn’t Built in a Day, and It’s Never Built Without a Great Customer Care Team

Skybridge

Several years ago, Annette Franz, the founder and CEO of CX Journey, wrote about 6 tools to ensuring that everyone involved in a brand’s success have a clear view and understanding of the customer. Delivering great CX isn’t just up to the employees at the front line, she argued.

Planning the Perfect CX Strategy?

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Here are 5 Things You Probably Forgot. Advice on initiating, launching, and perfecting CX strategy is everywhere. Everywhere. Problem is, it’s not all good or useful advice. Bigger problem: even the best advice might not get you where you need to go.

Is Your Brand Ready to Be Customer Centric? Take this 6 Question Quiz to Find Out

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As countless North American brands are discovering (and rediscovering) these days, the post-pandemic path forward continues to be a bumpy one.

How Some Brands are Spending 90% Less on Customer Growth

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The events of the past year caused dramatic disruptions in consumer behaviors. While many were obvious and, potentially, short-term, other changes were a lot tougher for brands to notice or easily understand.

Why Product Led Growth is a Customer Success Responsibility

Product Led Growth is fast become a leading business driver in the SaaS world. Find out why your organization should be implementing a product-led growth strategy today, and why customer success should lead it. Download this eBook to learn more!

6 Questions (and 4 Best Practices) to Guide Your CX 2021 Initiatives

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How well do you know – I mean really know – what your customers want and need most from your brand right now? It’s a tricky question to answer.

Stop Overlooking the Most Powerful CX Tool You Have: Your Own Mindset

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No one said the path forward in 2021 would be easy. Over the past several months, a growing number of research studies points to the extreme customer upheaval many brands have endured.

5 Super Smart, Deceptively Simple Rules for Tackling Your CX Reboot

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After the year we’ve all experienced, many American brands are taking a long, hard look at their current CX performance. In the wake of COVID many organizations are still sorting through the data to understand where their customers are today.

5 Customer Care Facts You Can’t Afford to Ignore in 2021

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Many brands have risen to the past year’s market challenges with admirable agility. By pivoting wisely and adapting swiftly to customers’ changing priorities, these companies have done better than just weathering the storm.

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How Self-Service Can Drive Down Costs and Improve CX

Best-selling author and customer experience thought leader Blake Morgan has created a new ebook on why offering self-service should be your focus. Self-service can improve customer experience and simultaneously drive down costs.

Yes, New Customers are an Investment. But What’s Your Return?

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But What’s Your Return? After a year of upheaval, unpredictability, and astonishing shifts in consumer behavior, 2021 is shaping up to be the year of rethinking and recalibration.

5 New Year’s Resolutions for 2021

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The white-knuckle ride known as 2020 has taught us many things, from the foolishness of taking anything for granted, to the importance of being resilient.

A 6 Point Compass Check for Navigating 2021

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Every January carries the promise of new beginnings, fresh starts, and high hopes. For many of us, this is a time of committing to specific resolutions, aimed at making us better leaders. That’s all well and good.

14 Brand Loyalty Boosters for 2021

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After a year of getting the rug get pulled out from under nearly every plan you thought you had last January, you’d be forgiven for approaching 2021 with some trepidation. So, how can you best position your brand to meet your customers’ expectations next year?

The New Digital Landscape for Next-Gen CX

Boost customer satisfaction across all digital channels with this stat-filled guide, which reveals the key ingredients you need to keep all of your customers satisfied.

Three Trends Shaping the Future of Customer Experience

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The next normal may be a ways off. In the meantime, here are three trends that will likely influence how customers connect with brands. Leaders who identified how to quickly pivot … not only saw new sustainable paths to profitability but also increased brand value.”

It’s Complicated: Your 2021 Customer Relationships Have Some Serious 2020 Baggage

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I’ve been writing a lot lately about customer expectations, the changes we’re seeing, and how some customer care providers have been able to step up to meet those expectations.

The Unforgettable Tony Hsieh: 5 Customer Care Lessons for Us All

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A few times in the past, I’ve written about the deep and long-lasting positive impact of Tony Hsieh on the world of customer service and the profound, inextricable link between employee happiness and customer happiness.

The CX Short List: 3 Critical Strengths You’ll Need in 2021

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What does the future hold? How will 2021 unfold? I’m sure that most of us in the customer care realm have formed a few (or more) opinions on that topic. But I’m also pretty sure that none of us would be willing to bet our last dollar on the specifics. How could we?

The 5 Stages of Account-Based Marketing — and How to Win Them All

Successfully complete the five stages of ABM: define, identify, engage, convert, and connect. We’ll show you how to create a unified system with your sales team to help them land more qualified opportunities and connect with prospects like never before.

Laresa McIntyre Named Best 10 CFOs of 2020 by Industry Era

Skybridge

A New Standard in Customer Experience. Laresa McIntyre, CFO of Skybridge Americas possesses that rare combination of visionary leadership, an acute focus on bottom line results, and a passion for building and leading motivated, high performing teams.

Good News, A Few Surprises, and a Lot of Pressure

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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.

8 CX Trends Shaping Customer Care in 2021

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“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.

Forget FOMO. Your customers have bigger concerns now. 3 pillars of today’s marketing messaging.

Skybridge

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.

The Ultimate Guide to Executive Recruiting

Sourcing the right executive candidates and filling key managerial roles in an organization can be difficult, even in the best of times. Download this eBook to level up your discovery process, talent sourcing, and strategies for reaching your best-fit candidates.