How to Reach the Next Level of CX Leadership with NPS2 (eBook)
JULY 17, 2015
Customer-Centric Operations eBook NPS2Net Promoter 2.0
Forward To New eBook on Customer Success
MARCH 21, 2016
This is my forward to Guy Nirpaz’ s new eBook on customer success, Farm Don’t Hunt , available today on Amazon. The disciplines of marketing and sales have traditionally owned a controlling stake in building customer relationships. On the surface, this makes a certain amount of sense: We need to make customers aware of our offerings and get them in the door.
[eBook] The 2016 Contact Center Buyer’s Guide
JUNE 29, 2016
That’s why we’ve accumulated our most read posts and consolidated them into our Contact Center Buyer’s Guide, an eBook that will assist you in your quest for the right contact center outsourcer. The post [eBook] The 2016 Contact Center Buyer’s Guide appeared first on. If you’ve landed on our website, chances are you’re somewhere in the buying cycle for contact center services.
eBook: 15 Tips for Engaging Employees
OCTOBER 6, 2015
In honor of CX Day , Temkin Group is publishing a free eBook: 15 Tips for Engaging Employees. Here’s the executive summary: . It is impossible for an organization to deliver a great customer experience without an engaged workforce. Best Practices Customer experience Employee Engagement Temkin Group Research
Are Your Technology Decisions Killing Your Customer Experience?
Read this eBook to learn how your database technology decisions can affect your ability to deliver either a transformational customer experience or a lackluster, dissatisfying encounter that benefits your competitors, not your bottom line
Free eBook: 25 Tips For Tapping Into Customer Emotions
OCTOBER 5, 2016
As part of our CX Day celebration, we’re giving away this free eBook: 25 Tips For Tapping Into Customer Emotions. Here’s the executive summary: Emotions play an essential role in how people form judgments and make decisions. Consequently, a customer’s emotional response to an experience with a company has a significant impact on their loyalty to […]. Best Practices Bruce Temkin Research CCXP3 Organizational Adoption and Accountability CCXP5 Experience Design, Improvement, and Innovation Customer Connectedness Emotion Empathy Employee Engagement Isabelle Zdatny Researc
[Free eBook] What's Driving Your Web Analytics?
OCTOBER 20, 2015
Today, every data driven organization lives and breathes web analytics, from page views to bounce rates to time on site. However, the reality is that web analytics only tells half the story. It can tell you what happened but it can’t tell you why it happened. Digital Marketing
It is 6 Times More Expensive to Win a New Customer than to Retain an Existing One
MARCH 14, 2016
Download this new eBook today to get expert suggestions on where your attention and budget should be focused in 2016: The post It is 6 Times More Expensive to Win a New Customer than to Retain an Existing One appeared first on Parature. – ThinkJar. • The probability of selling to an existing customer is up to 14 times higher than the probability of selling to a new customer.
The First Help.com Customer Service Ebook
FEBRUARY 1, 2015
We put some quotes from our conversations into our first customer service ebook on the secrets of customer service excellence. Help.com Customer Service Ebook. Thoughts or questions about the ebook? The post The First Help.com Customer Service Ebook appeared first on Help.com Blog. We recently spoke with seven customer service leaders from HubSpot , Bonobos , Cater2.me , Volusion , Gazelle , Alert Logic , and Endurance about customer service. In it, you’ll find answers covering everything from how to build a great team, to which metrics to track. Enjoy!
THE 2015 CUSTOMER EXPERIENCE OUTLOOK
JANUARY 22, 2015
I’m thrilled to announce the publication of a FREE eBook: The 2015 Customer Experience Outlook. This eBook is a collection of ideas from customer experience authors, designers, and industry leaders.
Five Steps to Uncovering the Real Customer Experience Journey
JUNE 24, 2015
Download the free ebook here. This post comes from chapter 8 of MaritzCX’s new book Customer Experience is Your Business. When I was growing up, a 50-cent, bottomless cup of coffee was the norm. People would have laughed at the thought of a five-dollar cup of joe, and yet how many of us drive out of. View Article
The 2017 Customer Experience Outlook
JANUARY 17, 2017
I’m thrilled to announce the publication of our latest FREE eBook: The 2017 Customer Experience Outlook. I hope you’ll find the ideas in this eBook both useful and inspiring for the year ahead. And largely, it was our need to connect with each other: To build bridges across our organizations. To communicate honestly. To be kind to one another. FREE Resources Kerry Bodine & Co.
What you need to know about the Consumer Rights Act 2015 digital content
SEPTEMBER 25, 2015
5) Replacement or repair is, generally, a first stage that must be gone through before any refund is payable if someone downloads an ebook for example and then insists on refund for any reason. Email address: Complaining Laws Uncategorized Consumer Rights Act 2015 Digital content digital content physical form ebooks softwareDigital content non physical form. I only send a few a year!
Customer Experience Survival Guide
MARCH 26, 2015
Sprinklr ebook cover Feeling like you need some guidance with your CX Journey? I''m excited to share details about a new ebook for which I wrote a chapter. Not sure where to turn? The book was compiled by Sprinklr , and it''s aptly titled, The Survival Guide to Customer Experience. It doesn’t matter what your ads say. But how exactly do you pull this off? Be sure to download it.
3 Best Practices to Retain Customers and Stop Churn
MARCH 6, 2017
In our most recent eBook and How to Become a Customer Retention Champion infographic, we walked through best practices for retaining your customers and stopping churn. We’ll expand upon these lessons learned and highlight the main takeaways. Lesson 1: Know Your Numbers One of the biggest mistakes a company can make is not holding retention to as […].
Amazon Publishing & Marketing: How To Do It Right - Frank Reactions
JUNE 6, 2014
Blog Canada Content Content Marketing Frank Reactions Podcast Internet Marketing Marketing Research Sales Shows Strategies Amazon blog book Brenda Collins business business strategy e-book e-marketing e-sales e-strategy ebook emarketing internet marketing interview make money online marketing online marketing online sales publishing sales sell on Amazon selling small business web salesAmazon Has Flipped The Publishing Industry On Its Head Have you ever noticed that there are trends in what the Internet marketing gurus talk about? But be sure you sell it on the Amazon.ca Almost all did.)
[Free eBook] The Definitive Guide to Customer Experience
APRIL 7, 2016
Today, customers are in control. With the rapid adoption of technology, customers now know more about your products, services and reputation than you do, and their expectations are higher than ever. Customer Experience
How content marketing helps you support customers, not just win them
OCTOBER 6, 2015
Ebooks. What’s great about ebooks is that they can be a collection of previous blog posts so they are extremely easy to publish. Here’s an example of how this would look, from the table of contents for a Kayako ebook: The Ultimate Guide to Communicating Product Feedback. You might not think you have the skills or resources to be able to make your own ebooks from scratch.
Omni-channel Feedback in an Omni-channel World
JULY 2, 2015
Download the free ebook here. This post comes from chapter 16 of MaritzCX’s new book Customer Experience is Your Business. Empowered customers are disrupting every industry; competitive barriers like manufacturing strength, distribution power and information mastery no longer create competitive advantage. View Article
15 Ways To Rock Customer Experience in 2015
DECEMBER 17, 2014
Sign up for updates below and you’ll get our free ebook to help you get started!). Receive exclusive content, updates, and our FREE Mission Statement ebook. To receive exclusive content, updates, and our FREE Mission Statement ebook, please enter your email address. Customer experience is more than a full-time job. It’s more than a project. Ready? Let’s go!
Why companies are focusing on their customer experience strategy
MAY 10, 2016
Note: The following guest blog post from CX expert Jeanne Bliss first appeared as a preface in The Enterprise Guide to Customer Experience , an ebook authored by Tyler Douglas, chief sales and marketing officer at Vision Critical. Customer Experience is not a new idea. However, the acceptance of customer experience as a differentiator to grow your business is new to most companies.
How CMOs Can Build Cross-Functional Relationships & Improve The Customer Experience
OCTOBER 15, 2015
Free eBook: Transforming HP Software’s Customer Experience With Advocacy. Free eBook: The CMO’s Guide to Next Gen Brand Building. This eBook features key insights from forward-thinking CMOs and marketing leaders on: The changing role of the CMO. Download the eBook now. Gone are the days when a great product alone defined a company. This month? This quarter?
The Authoritative Guide to #CX
JANUARY 4, 2017
Parts of that whitepaper and another I had written for GMC Software were incorporated into their first ebook, The Authoritative Guide to Achieving CX Excellence: Unlocking the Power of Customer Communications Management (CCM). Image courtesy of GMC Software How do you know you're achieving customer experience excellence? While the book outlines how various companies have.
5 powerful TED videos that will make you a smarter researcher
APRIL 22, 2016
RELATED RESOURCE: For more tips on how to thrive in market research, check out the ebook Smarter Researcher. . For more tips on how to become a market researcher, check out the ebook Smarter Researcher. With over 2,000 videos available to the public, the TED website is one of the best free resources available for customer intelligence professionals today. Your favorite TED videos?
2017: The Year Of The Journey
JANUARY 23, 2017
This article originally appeared in the eBook The 2017 Customer Experience Outlook , a collection of ideas from customer experience authors, designers, and industry leaders. Over the last decade, journey maps have transformed from obscure design artifacts to common customer experience tools. And they’re not just for CX professionals anymore. Because it’s not about the maps.
THE 2015 CUSTOMER EXPERIENCE OUTLOOK
JANUARY 22, 2015
I’m thrilled to announce the publication of a FREE eBook: The 2015 Customer Experience Outlook. This eBook is a collection of ideas from customer experience authors, designers, and industry leaders. I contributed an article about Intelligent Experiences: Where CX Meets Tech (page 28). You’ll also find articles from : B. Joseph Pine II & James H. Gilmore, Brandon […]. The post THE 2015 CUSTOMER EXPERIENCE OUTLOOK appeared first on Mike Wittenstein.
The Six Laws of Customer Experience (Video)
OCTOBER 23, 2014
For more information, take a look at the 6 Laws of CX Infographic or download the free eBook. This video explains The Six Laws of Customer Experience. By understanding these fundamental truths about how people and organizations behave, companies can make smarter decisions about what they do, and how they do it. The bottom line : Make sure to understand and conform with the 6 Laws of CX.
eBook blog posts: 4 Ways to Create a Perfect Customer Experience
JULY 7, 2015
Customer service has come a long way since the 20th century, but maybe not long enough. Gone are the days of politely written letters from disappointed customers which only demanded polite replies and maybe a freebie thrown in to “keep the customer satisfied”. In the age of omni-channel customer experience, the torrent of customer demands can seem endless and the task of managing and effectively responding to customer needs looks almost impossible
The Survival Guide to Customer Experience
MARCH 25, 2015
It is a new eBook from Sprinklr called, “ The Survival Guide to Customer Experience.” Here’s a synopsis of the eBook: It doesn’t matter what your ads say. Download your complimentary copy of the ebook here. My chapter in the eBook is called, “Bigger Isn’t Always Better in the Customer Business. But how exactly do you pull this off?
The Relationship Between Customer Engagement, Loyalty And Revenue
OCTOBER 11, 2015
This free eBook demonstrates how forward-thinking companies are mobilizing their best customers to deliver results through every stage of the revenue cycle, including: Act-On Software’s pipeline filling referral program. Download my free eBook now. Marketers know that finding ways to increase customer engagement is good for the bottom line. Discovery. Final selection.
Spring Clean Your CX Program with Our Success Toolkit
APRIL 11, 2016
NPS eBook CX CEM JourneyWho doesn’t love springtime, with its fresh starts and renewed energy? Bring a little springtime to your customer experience management program with our three-part success toolkit. Get ready to refresh!
What Will Your Customer Stories Be This Year?
JANUARY 5, 2016
Clarifying the Role of the CCO – Competency 4 – This post is part of the article “Five Competencies for Chief Customer Officers” that originally appeared in the free eBook The 2015 Customer Experience Outlook , a collection of ideas from customer experience authors, designers, and industry leaders. Desire is an emotion that will earn growth & prosperity for your business.
How A Software Giant Enhanced The Customer Experience Using Advocacy
JUNE 12, 2015
Chris and his team shared all of the details of how they engaged, educated and delighted the HP ITSM Insiders in our new eBook, Transforming HP Software’s Customer Experience With Advocacy. To read the eBook for free, and discuss the ideas in it, visit our VIP Community. eBook: Transforming HP Software’s Customer Experience With Advocacy. Download the eBook now.
Earn Customer Desire and the Right to Grow
AUGUST 20, 2015
Clarifying the Role of the CCO – Competency 4 – This post is part of the article “Five Competencies for Chief Customer Officers” that originally appeared in the free eBook The 2015 Customer Experience Outlook , a collection of ideas from customer experience authors, designers, and industry leaders. I’m introducing a new word for you to consider: desire.
What is customer intelligence? How a deeper customer understanding drives revenue and sales
MARCH 10, 2016
The following is an excerpt from The Enterprise Guide to Customer Intelligence , an ebook that explores the different tactics companies use to gain a deeper understanding of the customer. Get your copy of the ebook to learn more. The balance of power has shifted from companies to their customers. Those voices have an impact. The empowered customer is more demanding and less loyal.
Have You Downloaded “The 2015 Customer Experience Outlook”?
FEBRUARY 5, 2015
I was honored to be a part of this ebook, The 2015 Customer Experience Outlook – A Collection of Ideas for the Year Ahead brought to you by Kerry Bodine & Doberman. Make the ebook a part of your customer experience toolkit. Download your free copy of the ebook. It’s is a collection of ideas from customer experience authors, designers, and industry leaders. I contributed an article about five competencies for Chief Customer Officers. You’ll also find articles from: B. Joseph Pine II & James H.
Why Customer Experience Is The New Demand Gen
MAY 14, 2015
Download your FREE eBook now. Sales and marketing used to be a match made in heaven—but that relationship is now outdated. Modern buyers have access to more product information, reviews and peer recommendations online than they know what to do with. Watch Meagan’s Advocamp presentation to learn why brands must focus on enhancing the customer experience to fuel their growth. Flip the funnel.
How customer intelligence software helps companies fight the survey epidemic
APRIL 7, 2016
Scott Miller, CEO of Vision Critical and author of the ebook No Spam Surveys: Why Ad-Hoc Surveys Don’t Work , agrees. As Miller notes in his ebook, spam surveys that fit these criteria are contributing to the survey epidemic: They are one-way conversations , strictly about the results the survey maker wants to acquire, not the interests of the customer.
The Beautiful Intersection of Content and Customer Experience
MAY 27, 2015
She is the author of Everybody Writes: Your Go-To Guide to Creating Ridiculously Good Content and co-author of the best-selling Content Rules: How to Create Killer Blogs, Podcasts, Videos, Ebooks, Webinars (and More) That Engage Customers and Ignite Your Business (Wiley 2011). Have you ever considered the many, many ways content impacts the customer experience? I have. Head here.