How Customer Obsession is Helping redBus Stay Resilient During a Crisis
When the COVID crisis led to an unexpected rise in call volumes and ticket cancellation, here's how redBus turned things around with its Customer Obsession mantra. Using technology, the company brought down its abandoned call rate from 46% to 2.5%, saw a 60% drop in incorrect refunds, and up its CSAT score by 1.8%. Here's how.
Stop Taking Adversity So Personally
To help your teams, clients, and stakeholders stabilize and transition to the next normal, follow these two strategies to unlock the benefits of resilience.
How Companies Are Getting Back on Their Feet in a Pandemic
Innovation expert Geoffrey Moore reveals three paths to innovation, depending on your company’s situation.
How Emotional Intelligence Increases Customer Loyalty
Customer service reps face “cancel culture” more and more. Use these EQ coaching tips to increase customer loyalty instead.
Rising Above Disruption: How Businesses Are Adapting to the COVID-19 Crisis
Rising Above Disruption: How Businesses Are Adapting to the COVID-19 Crisis
The 6th State of Marketing Report Uncovers Trends to Navigate Change
The sixth edition of the State of Marketing report presents the insights of nearly 7,000 marketing leaders across the globe, highlighting the strategic priorities, challenges, and technologies that transform the profession.
The ‘‘6-Feet Office’’ — Designing Workplaces for the New Normal
Commercial real estate firm Cushman & Wakefield has developed guidelines for companies around the world planning a return to their offices, based on learnings from helping 10,000 organisations in China.
Deploy a Crisis Response App to Support Your Workforce and Business Continuity
Our employees have created a free AppExchange app to help with business continuity. The Salesforce Labs Crisis Response app gives customers a central hub to manage crisis situations. Learn more.
How to Communicate With Customers During Times of Crisis
Whether it’s a global issue like COVID-19 or a local emergency, businesses must have a crisis communication plan in place for their customers. Here's what you need to include.
Building a COVID-19 Resource Page: Tracking the Virus Through Actionable Data
Tableau and Salesforce have launched a free resource page with data and visualisations on the novel Coronavirus and the public health response — read more about it here.