[EXCLUSIVE STUDY] Understanding COVID-19’s Lasting Impact as Stay-at-Home Restrictions Ease

  • May 21 2020
  • Resource: Loyalty Today
  • Holly Bauer, Social Media Link

The COVID-19 crisis abruptly changed our buying behaviors and attitudes as we adjusted to new routines. With many areas of the country seeing a lift in restrictions, Social Media Link asked 5,800 consumers as part of our ongoing research series...Read More

Three Phases for Heading Back to Business

  • May 20 2020
  • Resource: Loyalty Today
  • Bruce Temkin, Qualtrics

I’ve studied human behavior for decades, examining how people respond to their environment as customers, employees, and leaders. Humans are amazingly resilient—for the good and bad. Even after facing disruptive events such as an...Read More

Building Trust in a Time of Disruption and Preparing For The Future of The Customer Journey

  • May 19 2020
  • Resource: Loyalty Today
  • Mike Sund and Stacy Kjelland, ICF Next

Mitigating the customer impact of COVID-19 will require steady brand leadership and empathy – learn what it takes to weather the storm and come out ahead on the other side. For brands and customers, we are living through an extraordinary...Read More

Is Customer Research During Uncertain Times Reliable?

  • May 18 2020
  • Resource: Loyalty Today
  • Greg Thomas, Pricing Solutions

Given the current situation with COVID-19, businesses are facing uncertainty and have more questions than ever around the pricing of existing and new products. Typically, companies would engage in research (i.e. surveys, interviews and...Read More

[EXCLUSIVE STUDY] How to Elevate Consumer Brand Sentiment During the COVID-19 Crisis and Beyond

  • May 15 2020
  • Resource: Loyalty Today
  • Holly Bauer, Social Media Link

In this rapidly changing environment, opinions, attitudes, and behaviors are evolving almost daily. Social Media Link has tapped our direct access to millions of consumers to keep a pulse on consumer sentiment throughout the COVID-19 crisis. Our...Read More

How Scandinavian Insurance Giant Tryg is Taking its Digital CX to The Next Level

  • May 14 2020
  • Resource: Loyalty Today
  • Daniel Saunders, Qualtrics

How do you stand out in the crowded insurance market? It’s a question that brands across the world are asking themselves, including Scandinavian giant Tryg.The rise of comparison sites in the last 5 years has seen the industry often reduced...Read More

How to Navigate a Crisis & Keep Branding Intact with Pricing

  • May 13 2020
  • Resource: Loyalty Today
  • Iris Worldwide Team

“It is not from the benevolence of the butcher, the brewer, or the baker, that we expect our dinner, but from their regard to their own interest. We address ourselves, not to their humanity but to their self-love, and never talk to them of...Read More

Customer Care: Dealing With a Crisis You Couldn’t Plan For

  • May 12 2020
  • Resource: Loyalty Today
  • Leonie Brown, Qualtrics

Customer Care Managers are used to dealing with regular surges in demand. Most customer care centers (also referred to as contact centers) have an established process, planned months in advance to ensure they cope adequately and maintain...Read More

Retail Revolution: The Changing Retail Space and Why These Impacts Could Be Built to Last

  • May 11 2020
  • Resource: Loyalty Today
  • Ann Gersna, ICF Next

What is happening now in retail will determine the rules of the “New Normal.”Perhaps more than any other segment, retail brands came into the COVID-19 crisis in a particularly difficult position. Despite a decade-long economic surge in...Read More

What You Can Do to Plan and Prepare Versus Watch and Wait During a Crisis

  • May 08 2020
  • Resource: Loyalty Today
  • Deanna Salas, PDI

Anytime we encounter events like volcanos, hurricanes, earthquakes and even pandemics like COVID-19, there’s a moment of pause. For many, it’s in our nature to want to assess the situation, gather information and then take decisive...Read More

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