The backbone of a strong customer experience is feedback. And it’s never been more important than it is now.
According to Tom Hale, president of SurveyMonkey, digital surveys and feedback have seen tremendous growth during the COVID-19 pandemic. With companies forced into new ways of doing business and interacting with their customers, feedback has never been more crucial. Surveys allow companies to check their progress and see what needs to be improved, especially at a time when so many things are new and changing.
New research from SurveyMonkey found that 87% of CX professionals say customer feedback is …
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The Secret To Creating A Great Virtual Event
For most people around the world, the excitement of attending an in-person event has been replaced by sitting in front of a computer screen. As the coronavirus pandemic cancels in-person events of all sizes around the world, more companies than ever before are taking their events online. But staring at a screen isn’t nearly as engaging as seeing something in person, and many companies and event attendees have struggled with the new format.
Abhishek Vanamali, CMO of Zensar Technologies, is a strong believer in virtual events. Although they can’t exactly replicate in-person events, he believes virtual events …
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How To Use Data To Create Personalized And Scalable Experiences
With a wealth of customer data available, companies have more opportunities than ever before to deliver personalized customer experiences. But creating a unique experience for each person can take valuable time and resources. Successful companies leverage data to balance personalized experiences with scalable interactions that appeal to everyone.
Bryan Flores, Group Vice President, Marketing & Strategy at Frontier Communications, says companies must weigh the tradeoffs between individual experiences and universal truths. The aspects of the experience that apply to everyone are universal truths—things like nobody wants to pay more than they need to or the idea that the service …
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How To Overcome The Two Big Challenges SMBs Face As They Reopen
After months of stay-at-home orders and closed doors, small businesses across the globe are starting to reopen. But the world they face today is drastically different from the one they were operating in just a few months ago. To succeed in this new world, small and mid-sized businesses need strong resources and support systems.
According to Kim Dixon, COO of FedEx Office, SMBs face two main challenges as they reopen:
1. Managing regulations and customer expectations. Businesses need to follow safety guidelines, but it can be confusing to know which regulations are the most accurate and up to date. …
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5 Customer Experience Transformations From Utility Companies
Utility companies are just beginning to see the benefits of investing in customer experience. Simplifying communication and finding convenient digital solutions can not only help increase customer satisfaction but also lower internal costs and accelerate growth.
The 10 Habits Of Transformational Leaders
A growing number of companies are looking to hire transformational leaders. These are the people who create positive changes in their employees and companies. Transformational leaders are billed as leaders of the future who can help their companies through turbulent times full of change and innovation. But what does it actually mean to be a transformational leader and how can you become one? Here are 10 habits of transformational leaders.
Talk Triggers: The Complete Guide To Creating Customers With Word Of Mouth
In a world where most of a company’s marketing and customer experience budget goes to new technology and flashy ads, it’s time to get back to the basics of word of mouth.
Building Trust With Your B2B Customers Through Advisory
Let’s face the truth: today’s B2B customers just don’t trust you. In fact, a recent study found that 59% of buyers would rather do research online to avoid interacting with a human sales rep who pushes their own agenda and doesn’t listen.
