InMoment XI
MARCH 3, 2016
Banks have been focusing on the customer experience for more than 20 years. So, one has to ask “How far have banks come?” One way to answer this question is to look through the lens of CXEvolution. The CXEvolution framework gives bankers the ability to gauge how well their organization is delivering on the Customer.
Experience Matters
MARCH 3, 2016
How do consumers feel about their purchases and subsequent customer service interactions? To find the answer, we asked 10,000 U.S. consumers about those experiences across 11 different industries. We used their responses to calculate the Temkin Emotion Ratings. As you can see below: Across all industries, purchasing provides a more positive emotional response than customer service.
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InMoment XI
MARCH 3, 2016
Every industry has them. You know those issues that occasionally pop up and make you cringe. Customers share a story of an employee attempting to manipulate their survey responses by encouraging top box scores for a free oil change, or of an unresolved problem that has them threatening to call their neighbor Bob the lawyer. View Article.
Customer Bliss
MARCH 3, 2016
Every leader I’ve ever worked with has asked for explicit actions that they can take to show their commitment. I call them ‘CX success recipes’ because to be successful, the steps for each competency need to be specific and easy to own. Each competency’s success recipe includes three leadership behaviors to drive transformation: 1. Unite the leadership team. 2.
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
InMoment XI
MARCH 3, 2016
Banks have been focusing on the customer experience for more than 20 years. So, one has to ask “How far have banks come?” One way to answer this question is to look through the lens of CXEvolution. The CXEvolution framework gives bankers the ability to gauge how well their organization is delivering on the Customer. View Article.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
InMoment XI
MARCH 3, 2016
Every industry has them. You know those issues that occasionally pop up and make you cringe. Customers share a story of an employee attempting to manipulate their survey responses by encouraging top box scores for a free oil change, or of an unresolved problem that has them threatening to call their neighbor Bob the lawyer.
Customers That Stick
MARCH 3, 2016
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InMoment XI
MARCH 3, 2016
Banks have been focusing on the customer experience for more than 20 years. So, one has to ask “How far have banks come?” One way to answer this question is to look through the lens of CXEvolution. The CXEvolution framework gives bankers the ability to gauge how well their organization is delivering on the Customer.
transcosmos Information Systems
MARCH 3, 2016
Cybersecurity is a big deal for every company, as a resilient and robust IT infrastructure is the heart and soul of every business operation. Apart from ensuring the smooth flow of daily transactions, CEOs, CISOs, and network engineers must always be ready for the increasingly complex nature of cyber threats affecting various channels and sources. This is where managed IT services come in to help you protect your information.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
InMoment XI
MARCH 3, 2016
Every industry has them. You know those issues that occasionally pop up and make you cringe. Customers share a story of an employee attempting to manipulate their survey responses by encouraging top box scores for a free oil change, or of an unresolved problem that has them threatening to call their neighbor Bob the lawyer.
Think Customers
MARCH 3, 2016
Customer experience today means everything. With retailers announcing seemingly on a weekly basis of store closings, experience is more important than ever before. Many companies think of customer experience, however, as a flashy marketing campaign, a cool social media outreach effort, or putting associates through a one-time training program. To do customer experience right, everyone might be responsible for delivering on it and be held accountable for its success or failure.
Beyond Philosophy
MARCH 3, 2016
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. A press contact, working on a client assignment, recently approached me with a fairly conventional statement and question: There’s a focus on low pricing and functional quality that exists in BtoB product and service purchase decisions. This often minimizes customer selection of vendors.
Topdown
MARCH 3, 2016
In case you missed it, my most recent article for CMSWiRE, “ A Look at How Your Software Is Made ,” provides a little peek behind the curtains of software development, including how we at Topdown are developing our newest customer communications management (CCM) solution.
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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,
Helen Dewdney
MARCH 3, 2016
Press release. Terms and conditions, who reads them? They are pages and pages of small print. How many of us tick the box that says “Agree to terms and conditions”, only to fall foul later when we need to complain? This may be set to change following a call for evidence from the Department for Business, Innovation & Skills for consumers to provide feedback regarding their experiences.
The DiJulius Group
MARCH 3, 2016
Picture this. You are sitting at the doctor’s office and he informs you that you need heart surgery ASAP. Then your spouse asks the doctor, “Are there any specials right now on heart surgery? Would it be cheaper to wait till the summer time?” There are certain things in life that you just don’t want […].
CSM Magazine
MARCH 3, 2016
Poor customer experience is costing UK brands at least £234 billion a year, as customers abandon online purchases in frustration and take their business elsewhere, according to new research from cloud-based contact centre solution provider Magnetic North. The survey of 1,000 consumers compared buying experiences across multiple market sectors, including utilities, phone, TV and broadband, clothing, travel, home improvement, entertainment and groceries.
Natalie Petouhof
MARCH 3, 2016
Tweet Enterprise Connect 2016 is a leading conference and exhibition for enterprise communications and collaboration in North America. It is being held March 7-9th, 2016 in Orlando, Florida. Genesys, a market leader in omni-channel customer experience (CX) and contact center solutions, will be particpating in the event. Genesys and Microsoft Working Together: The event will feature Genesys leaders in key industry discussions on topics that include contact center technology trends and managing
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
dscout People Nerds
MARCH 3, 2016
A People Nerds interview with Catherine Lovazzano.
Brad Cleveland Blog
MARCH 3, 2016
Recently, I gave a presentation at the Tugboat Institute Summit. The talk focused on how great service must emanate from the top. No matter how big or experienced your competitors are, quality customer care is a business’ most powerful differentiator. … Continue reading → The post Great Service Is a Leadership Responsibility appeared first on Brad Cleveland.
dscout People Nerds
MARCH 3, 2016
New design and features help keep the communication flowing.
Verint
MARCH 3, 2016
With the convenience of online transactions comes the serious inconvenience of credit card fraud. This has led financial organizations to increasingly focus on ways to mitigate the rise in fraudster activity. Banks and online merchants should be aware that while the present transition to “chip and pin” in the United States will likely help reduce some fraudulent activity, it may well create a jump in card-not-present (CNP) fraud.
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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.
Brad Cleveland Blog
MARCH 3, 2016
Recently, I gave a presentation at the Tugboat Institute Summit. The talk focused on how great service must emanate from the top. No matter how big or experienced your competitors are, quality customer care is a business’ most powerful differentiator. Great service is a leadership responsibility that can provide tremendous strategic value.
Kayako
MARCH 3, 2016
When it comes to customer support, the ability to experiment, tweak, and improve your service is a huge part of making your customers’ experience great. In order to see what impact any changes you make to your support processes have, you need to be able to observe trends, set goals, and measure the results. We have put together a list of key customer service metrics, so you can be sure that your support team is doing the best it can to help your customers.
Brad Cleveland Blog
MARCH 3, 2016
Recently, I gave a presentation at the Tugboat Institute Summit. The talk focused on how great service must emanate from the top. No matter how big or experienced your competitors are, quality customer care is a business’ most powerful differentiator. Great service is a leadership responsibility that can provide tremendous strategic value.
LiveChat
MARCH 3, 2016
Last time I wrote about great marketing quotes which you liked so much that I thought I should go with the flow. I decided it’s about time to create a Quotes Post about the buzzword everyone is using lately: growth hacking. Growth hacking is a word which became popular in recent years, so let’s take a closer look at this topic. Here are some growth hacking quotes and what it is that growth hackers actually do.
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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?
Natalie Petouhof
MARCH 3, 2016
Tweet What is NICE Systems Voice of The Customer Announcement Mean to Your Company? The announcement the launch of Total Voice of the Customer (TVOC) is the latest addition to the NICE VOC suite of solutions. TVOC leverages NICE’s Voice of the Customer solution, alongside NICE’s unique Interaction Analytics capabilities and vast experience in recording calls and making sense of that information through analytics.
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