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The Undeniable Link Between Brand Empathy and Customer Experience
Skybridge
JUNE 2, 2021
How strong is your partnership with your contact center leadership? Not that long ago, strong, strategic collaborations between CMO and Customer Care were rare.
Skybridge
The 3 CX Opportunities Most Often Missed by CMOs Today
Skybridge
MAY 25, 2021
How strong is your partnership with your contact center leadership? Not that long ago, strong, strategic collaborations between CMO and Customer Care were rare.
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When is the Last Time You Asked Your Customer Care Partner These 3 Questions?
Skybridge
MAY 19, 2021
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.
Is Your Customer Care Team at the Center of Your Engagement & Loyalty Strategy? It Needs to Be.
Skybridge
MAY 7, 2021
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.
The Forrester Wave™: B2B Marketing Data Providers, Q2 2021
Advertiser: ZoomInfo
In our 24-criterion evaluation of B2B marketing data providers, we identified the 11 most significant vendors — Data Axle, Dun & Bradstreet, Enlyft, Global Database, InsideView, Leadspace, Oracle, SMARTe, Spiceworks Ziff Davis, TechTarget, and ZoomInfo Technologies — and researched, analyzed, and scored them. This report shows how each provider measures up and helps B2B marketing professionals select the right one for their needs.
Laresa McIntyre: Bringing a change in the financial sector at Skybridge Americas Inc.
Skybridge
MAY 3, 2021
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.
Customer Loyalty Isn’t Built in a Day, and It’s Never Built Without a Great Customer Care Team
Skybridge
APRIL 23, 2021
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?
Skybridge
APRIL 19, 2021
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
Skybridge
APRIL 14, 2021
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
Skybridge
MARCH 31, 2021
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.
4 AI Hacks to Make Sales Teams More Efficient
Advertiser: ZoomInfo
Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data. Read on to learn the four AI hacks sales teams need to improve their performance. Download the eBook today!
 6 Questions (and 4 Best Practices) to Guide Your CX 2021 InitiativesSkybridge MARCH 23, 2021 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 MindsetSkybridge MARCH 12, 2021 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 RebootSkybridge MARCH 9, 2021 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 2021Skybridge MARCH 4, 2021 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.  How to Overcome the Pain Points of Your CRMAdvertiser: ZoomInfo CRM software is a powerful tool when used correctly, yet another obstacle to a sales team’s efficiency when it’s not. Leveraging research and commentary from industry analysts, this eBook explores how your sales team can get back valuable time by overcoming some pain points with your CRM, such as low adoption rates, integrations, and data quality.
 Yes, New Customers are an Investment. But What’s Your Return?Skybridge MARCH 1, 2021 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 2021Skybridge FEBRUARY 2, 2021 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 2021Skybridge JANUARY 26, 2021 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.  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.  4 Data-Driven Steps To Drive Successful B2B Demand GenerationAdvertiser: ZoomInfo Fact: Good data lives at the core of every successful B2B demand generation strategy. Without quality data, it’s nearly impossible to identify and segment your target audience and create messaging that speaks to their values and interests. Whether you’re stepping into a new position or you’re new to demand generation, learning the tricks of the trade can be, well, tricky. In this eBook, you’ll discover how to improve your demand generation program—and your bottom line.  14 Brand Loyalty Boosters for 2021Skybridge JANUARY 7, 2021 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?  Three Trends Shaping the Future of Customer ExperienceSkybridge JANUARY 5, 2021 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 BaggageSkybridge DECEMBER 21, 2020 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 AllSkybridge DECEMBER 21, 2020 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 Modern Customer Success PlaybookAdvertiser: ZoomInfo The evolution of every high-functioning, effective customer success strategy centers around three C’s: connected experiences, an engaging customer journey, and a culture built on customer-centricity. Satisfaction won’t cut it. Quarterbacking your customers to long-term success and growth is proven to combat churn and transform customer success teams into revenue-drivers. But where do you start? Download the playbook today!  The CX Short List: 3 Critical Strengths You’ll Need in 2021Skybridge DECEMBER 14, 2020 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?  Laresa McIntyre Named Best 10 CFOs of 2020 by Industry EraSkybridge DECEMBER 10, 2020 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 PressureSkybridge 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.  8 CX Trends Shaping Customer Care in 2021Skybridge 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.  A Proven Guide to Recruiting Passive CandidatesAdvertiser: ZoomInfo It's a simple, frustrating truth that you can't predict everything when it comes to recruiting for businesses. At some point in your role as a recruiter - perhaps more frequently than not - you'll need to fill a position quickly and you'll look for active recruitment strategies to do it. However, it's not efficient or cost-effective to be in the active recruitment mode all the time. It's important to also invest in building a passive candidate pipeline. Download the guide for tips that can help you build a recruitment strategy that attracts both active and passive candidates for the best possible mix.   Forget FOMO. Your customers have bigger concerns now. 3 pillars of today’s marketing messaging.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.  A message to you from 1,000 American consumersSkybridge 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.  5 Tricks to Treating Your CustomersSkybridge 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.  Want Better CX? Build a Seamless Sales, Service, and Marketing TeamSkybridge 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.  Top 5 Reasons to Move to the CloudAdvertisement Hybrid or 100% cloud? The choice is yours. With comprehensive security, unmatched scalability, cost certainty, and guaranteed reliability, a cloud-based contact center solution will serve your customers 24/7 without the operational headaches and cost issues of an on-premise solution. Download Enghouse's eBook today and learn the top reasons you should move to the cloud!  7 Ways to Make the 2020 Holiday Season Your Brand’s Best EverSkybridge 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.  The 5 R’s of COVID-era Customer CareSkybridge 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 SucceedSkybridge 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.  You Can’t Meet Your Customers’ Needs If You Don’t Get Where They’re Coming FromSkybridge 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.  Plugging Your Community Into the Customer LifecycleSpeaker: Nichole Devolites, Customer Experience Expert, SecureAuth Customer experience professionals understand the importance of both creating and maintaining easily available programs that improve CX. Nichole Devolites is joining us for a webinar on July 27th at 12 pm EDT to discuss how CX professionals can integrate and connect their communities with the customer lifecycle. Register today! © Aggregage 2021 |
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