Maru Group

FEBRUARY 15, 2021

When the COVID-19 pandemic hit, interest in meal kits increased as people found themselves at home, staring into the cupboard, searching for inspiration. We used Maru/HUB ’s proprietary panel and surveying tools to get updated insights on consumers responses to this elusive category. Too many established food brands just don’t care.

Construction 80

Construction Marketing Education Surveys 80

VocalCom

JUNE 29, 2020

Before the COVID-19 health crisis, the digitalization of the customer journey had already pushed brands to increase the number of touch points with their customers on new channels. As the COVID-19 crisis accelerated this trend with businesses expanding further their online activities, an omnichannel approach has become a must.

Contact Center 62

Contact Center CRM contact center solutions Customer Experience 62

aircall

MAY 26, 2021

Whether it’s because they need something, they can’t pass up a great deal, or they’re craving a bit of retail therapy, people shop for many reasons. Over time, we’ve seen the shopping trend steadily move toward digital shopping instead of running out to the nearest mall. Why Are Digital Shopping Trends Relevant?

Customer Experience 62

Customer Experience Real estate Sales Surveys 62

Nicereply

SEPTEMBER 21, 2021

78% of consumers say they’ll do business with a company after making a mistake if the customer service is excellent. And if you’re a newer driver, you might not know which lights on the dash need urgent attention and which ones are everyday maintenance issues. So, what can you do? Think of this as your CX dashboard.

Customer Experience 102

Customer Experience Self service Upselling Metrics 102

Anexa BPO

JUNE 15, 2022

This phenomenon – which gained traction because of the pandemic – is clearly here to stay in many cases. Today’s consumer is savvy, sophisticated, and less inclined to practice brand loyalty unless it’s truly earned. Are these consumers being attended to at the same level by remote and/or hybrid employees?

outsourcing 52

outsourcing Customer centricity Accountability Personalization 52

ShepHyken

NOVEMBER 7, 2022

I have added my comment about each article and would like to hear what you think too. All You Need Is Love.” Harvard Business Review) Every business leader knows that trust is critical to a company’s success and that lost trust often has financial consequences. The knowing and liking is easy. I think you’ll like it!

Customer Service 37

Customer Service B2B Customer Experience Marketing 37

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. You’re welcome to pick and choose from the questions below, tailoring to your unique business needs.

Customer Care 71

Customer Care outsourcing Employee engagement Contact Center 71

aircall

MAY 19, 2021

While businesses in the tourism and travel industry have largely adapted to the pandemic by instituting extra cleaning protocols and making accommodations for social distancing, such modifications weren’t enough for many people to risk venturing too far from home. Even a global pandemic. Yet, all things eventually come to an end.

Government 62

Government Entertainment Call Center Marketing 62

VocalCom

JUNE 22, 2020

The COVID-19 pandemic strongly accelerated the remote working trend. For this, contact center managers need to ensure a swift switch to the remote working model over the long term to continue to deliver a world-class customer experience. Agents need technologies that help them be productive while working from home.

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

aircall

OCTOBER 22, 2021

If your business isn’t prepared to meet holiday support needs, your customer experience will suffer, which can affect not only your Q4 sales but also your brand reputation. How do you anticipate holiday support needs when this year is turning out to be just as unexpected as the last one? Take a Look at Past Years’ Trends.

call center software 62

call center software Call Center call center solutions Interactive Voice Response 62

Uniphore

DECEMBER 7, 2021

This holiday season looks to be a record-breaking one, coming on the heels of yet another wave of pandemic disruption. Here’s what you need to know to stay ahead. Retail CX Trends in 2021: Holiday Retail Challenges You Can Turn Into Opportunities. However, obstacles still loom. COVID-19 has forced?

Interactive Voice Response 52

Interactive Voice Response Scripts Sales Wait times 52

Global Response

OCTOBER 17, 2023

But what’s leading the growth in this sector? Decreased budgets, increased demands, growing burnout among healthcare workers across all positions, increasing need for security and data privacy, and growing patient expectations all contribute to the desire and need for outsourced support.

Healthcare 62

Healthcare outsourcing Customer Service Real estate 62

C3Centricity

MAY 25, 2020

Were you surprised to read the title of this post? In fact it seems to drown out their reasoning of what to do with all the data and they remain frozen in indecision. Consumers are adapting their behaviours to the trading of their personal information. So what should you do? Is this your case? I admit, a lot has changed.

Technology 77

Technology Big data Analytics Personalization 77

Select VoiceCom Blog

OCTOBER 3, 2022

In case you didn’t know, data is now the world’s most valuable asset , surpassing oil. It has become a commodity for many businesses because of how much it can predict trends and identify opportunities, which brands can use to improve their business processes to stay ahead of the competition. What is Customer Data?

Personalization 52

Personalization Accountability Business Process Outsourcing Engineering 52

CSM Magazine

FEBRUARY 22, 2022

Thanks to existing technology, you can do this in a multitude of ways, and you can pick the one that best suits your needs. For instance, you may want to post about it on social media, send out an email, or print and distribute flyers. The possibilities are endless. Why should you keep your customer informed? Host webinars.

Brand ambassadors 52

Brand ambassadors Education Sales Marketing 52

aircall

MAY 21, 2021

Do you know what your customers are looking for in a good customer experience? If not, a human-centered design (HCD) might be in order, and we can attribute much of that to the recent pandemic. What Is Human-Centered Design? Horst was particularly interested in what he coined as “wicked problems”.

Journey mapping 62

Journey mapping Sales CRM Call Logging 62

Netomi

FEBRUARY 28, 2022

As the COVID-19 pandemic disrupted many industries worldwide, customer experience proved to be more important than ever. Alexandra has had an International career in both Europe and South America, and has worked across different industries with leading brands such as NH Hotel Group, Telefonica, Citibank & BPOs companies.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

ProProfs Blog

JANUARY 7, 2022

Products whose value proposition satisfies the needs of a market and its potential customers are likely to experience success. This blog will guide you about everything you should know about product-market fit. This blog will guide you about everything you should know about product-market fit.

Marketing 78

Marketing Surveys Customer retention Metrics 78

JivoChat

MARCH 20, 2022

Investing in having an online store of your own offers you the chance to be updated with the latest buying trends, and adapt your business to them. As the numbers reveal, more people are buying through their smartphones, tablets, and desktop computers, the pandemic corroborated to that growth as well. billion, while in 2016 it was 1.66

Marketing 75

Marketing Sales B2C B2B 75

Hodusoft

NOVEMBER 27, 2022

Throughout this blog, we’ll discuss the fundamentals of telemarketing as well as some key factors that make telemarketing software an asset to your company. What is telemarketing software? It helps in retaining existing customers through post-sales service as well as acquiring new customers by resolving queries.

Telemarketing 52

Telemarketing Sales Interactive Voice Response call center software 52

Totango

DECEMBER 3, 2020

Across the globe, 2020 has proven to be an incredibly transformative year, with the global pandemic changing how we work and interact with one another on a daily basis. This continues a trend of high reliance on CS teams in the past few years, and with it has come an evolution in the compensation structures for these team members.

Upselling 64

Upselling Accountability Enterprise Metrics 64

Netomi

JANUARY 5, 2022

He’s the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast. Customer service leaders come in all shapes and sizes. This is especially true in the customer service industry. LinkedIn: Adrian Swinscoe – Aspirant punk – Punk CX.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

aircall

FEBRUARY 24, 2021

What separates the top performers on your sales teams from the average performers? In sales, every moment counts, which means that sales reps need to make the most of their time. Efficiency and effectiveness together are what determine sales performance—and sales performance directly affects your company’s revenues.

Sales 62

Sales Technology call center software CRM 62

Comm100

MARCH 2, 2022

There is no doubt that many consumers look to credit unions for lower fees and higher savings rates, but there’s more to credit unions’ popularity than just the financial gain. Many consumers choose to join a credit union based on this principle, and so expect to receive the very best member engagement that reflects this priority.

Chatbots 52

Chatbots Banking Personalization Wait times 52

ProProfs Blog

SEPTEMBER 17, 2021

This blog guides you on the actionable ways to improve employee experience and create a productive workplace. What is Employee Experience? What is the Need to Improve Employee Experience? Deloitte’s 2017 Human Capital Trends showed that 80% of HR leaders rate employee experience as ‘important’ or ‘very important’ to them.

Best practices 78

Best practices Surveys Journey mapping Gamification 78

JivoChat

FEBRUARY 24, 2021

You need customers. We’ve broken out the top 20 tactics , but you can read the individual responses at the end of the post. We’ve broken out the top 20 tactics , but you can read the individual responses at the end of the post. Shopify is a brilliant ecommerce platform that makes it easy to get your store online.

Sales 59

Sales Advertising Marketing Personalization 59

Beyond Philosophy

APRIL 21, 2022

It was a subject inspired by some interesting stats I read about in the consumer research team Attest’s 2022 US Consumer Trends report about what different groups of customers want. Consider the following: 57% of Americans want brands that make them laugh and entertain them. Define what value means for you.

Entertainment 221

Entertainment Consulting Consulting Marketing 221

Vistio

JANUARY 13, 2022

I don’t know Hailey. That is what led me into customer service and then ultimately customer experience. It’s what unlocks that capability for acquisition and reputation that drives loyalty within our customers. I’m not sure I can trust you. I’ve heard your other guests. We’ll go forward.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

Vistio

JANUARY 13, 2022

I don’t know Hailey. That is what led me into customer service and then ultimately customer experience. It’s what unlocks that capability for acquisition and reputation that drives loyalty within our customers. I’m not sure I can trust you. I’ve heard your other guests. We’ll go forward.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

JustCall

APRIL 5, 2022

What are some important VoIP benefits? The pandemic brought a big shift in consumer behavior. While customers didn’t already like waiting on support calls and expected an excellent experience when interacting with brands, this has only become more substantial now. What’s wrong with staying traditional?

voip 40

voip Interactive Voice Response Analytics Sales 40

ProProfs Blog

AUGUST 28, 2020

They know that their experience today won’t be the same as yesterday. They want more personalization during their experience with your brand. Customers also expect flexibility and consistency when communicating with a brand. In this article piece, we aim to learn: What are customer expectations. That’s not all.

Self service 157

Self service Feedback Airlines Metrics 157

SmartKarrot

FEBRUARY 16, 2022

Not just brand loyalty, CX is a key factor when making purchase decisions, customer retention, and even word-of-mouth advertising. With these customer experience statistics, facts, and trends, your company can develop some of the most successful ways to keep customers happy with your services. higher brand awareness, and 1.9x

Customer Experience 10

Customer Experience B2B Advertising B2C 10

Pointillist

AUGUST 18, 2021

Dan is also a keynote speaker, author of the book Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media, a host of the Experience This! Let’s dive in to better understand what we mean when we say a journey-based approach. By Steve Offsey. podcast and the Experience Maker Show.

Education 40

Education Metrics Marketing Journey mapping 40

Beyond Philosophy

FEBRUARY 1, 2021

I know what Hyundai were onto. They were trying to capitalize on a trend where more and more consumers want to buy from brands that share the same values as them. There has been a global psychological shift in values, beliefs, and needs. The basis for many customer decisions has shifted.

Marketing 369

Marketing Consulting Consulting Construction 369