InMoment XI
MAY 5, 2016
It was the eighth week in a row checking into the same hotel in Downtown Philadelphia. I recognized the attendant behind the preferred status check-in counter – he had checked me in a few times over the last two months, and never missed shouting the obligatory ‘good morning’ in my direction as I started out.
Customer Bliss
MAY 5, 2016
‘Cross-functional teams’ can often sound like a business buzzword. While teamwork and collaboration is no doubt important in business, most of the day-to-day work that most employees do tends to be either (a) individual or (b) within their silo. Who has time for cross-functional teams in a modern business environment? If you start talking about cross-functional teams and what that means for customer experience, the journey for your organization is even more nuanced.
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InMoment XI
MAY 5, 2016
It was the eighth week in a row checking into the same hotel in Downtown Philadelphia. I recognized the attendant behind the preferred status check-in counter – he had checked me in a few times over the last two months, and never missed shouting the obligatory ‘good morning’ in my direction as I started out. View Article.
Vonage
MAY 5, 2016
Every month I receive messages from students and readers that begin, “I got such terrible service from…” and often close, “…and I’ll never go back there again!”. I find these stories upsetting, occasionally entertaining, but rarely are they motivating or instructive. Here’s why: Anyone with enough intelligence and emotion to muster a written complaint also has the ability to offer a constructive solution.
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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
MAY 5, 2016
It was the eighth week in a row checking into the same hotel in Downtown Philadelphia. I recognized the attendant behind the preferred status check-in counter – he had checked me in a few times over the last two months, and never missed shouting the obligatory ‘good morning’ in my direction as I started out.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Comm100
MAY 5, 2016
Live chat operators are supposed to be experts at multi-tasking, but with all of the simultaneous chats and emails, it’s possible that you’re struggling more than your supervisors know. Daniel J Levitin PhD explains the dilemma of multi-tasking in his book, The Organized Mind: Thinking Straight in the Age of Information Overload (Dutton，2015): “In order to understand one person speaking to us, we need to process 60 bits of information per second.
Beyond Philosophy
MAY 5, 2016
The latest in the “Hoaxwagen” scandal reveals the price you pay for lying to consumers. (Hint: it’s not cheap!). Volkswagen AG will buy back almost half a million cars from consumers that bought their 2.0-liter diesel cars sold in the U.S. This buyback agreement, described by Reuters as a framework deal, includes the Jetta Sedan, the Golf compact and the Audi A3 models sold since 2009.
Promoter.io
MAY 5, 2016
Back in the old’n days, when business took place over the phone instead of email, people worked in actual offices. And by office, I mean individual spaces that had walls, a door and sometimes even a window or two. Not everyone had these special places, but enough to where the size and location of your […]. The post How NPS Impacts Every Department In Your Company appeared first on Promoter.io Blog.
Amity
MAY 5, 2016
Working in Customer Success, we hear the same terms all the time: ARR, Churn, MRR, Retention, SaaS, etc. But have you ever found yourself wondering, “who tweeted it first?” Well, we did, and after conducting some very in-depth research, this post was born. This week, we looked at some commonly-used terms in the world of Customer Success and made a few discoveries on who tweeted it first.
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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.
Influitive
MAY 5, 2016
No marketing trend or technology can last forever. In an era of constant disruption, marketers are easily distracted by all the new shiny objects promising to help them generate leads. In his Advocamp 2016 keynote, Joseph Jaffe, CEO/Co-Founder of Evol8tion, recommends a different approach: going back to the basics. Watch his talk to learn where. The post The Problem With B2B Marketing That Nobody Is Talking About appeared first on Influitive.
Topdown
MAY 5, 2016
The majority of digital customer experience software have underwhelming browser-based design environments and tools for composing content and communications. We explored this issue in a broader context in our breakdown of Forrester’s report on the top digital experience platforms. The 2016 Forrester Wave covering customer communications management (CCM) will be out soon, and from what we hear, the same is true: Most CCM solutions still rely on thick-client applications or plug-ins to Microsoft W
Daniel Group
MAY 5, 2016
I had the good fortune to speak at the annual MHEDA (Material Handling Equipment Dealers Association) Convention earlier this week. I want to share a few observations and things I learned: We all attend conventions from time to time, and. Read More. The post Observations from a Well Run Convention appeared first on The Daniel Group.
Avaya
MAY 5, 2016
Mother’s Day is the one day in the U.S. when the most phone calls are made. According to this cool Mother’s Day Facts site, 122 million calls are made to mothers on Mother’s Day in the United States alone. Considering there are only 85 million mothers in the U.S., Mom must be pretty busy taking calls from her multiple children, and Dad must be busy making reservations at the favorite family restaurant (Mother’s Day remains the top holiday for dining out).
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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,
Strativity
MAY 5, 2016
Strativity’s Lior Arussy sits down with JJ Ramberg, host of MSNBC’s Your Business , to answer a viewer question about the role of “Brick & Mortar” stores in a digital shopping world. To view the clip, click here. The post Balancing Your Sales – MSNBC Your Business appeared first on Strativity.
Talkdesk
MAY 5, 2016
The Talkdesk team has been working hard day in and day out to make Opentalk an incredible event. Why? We have very high standards for what qualifies as an excellent attendee experience! With years of combined experience attending hundreds of conferences, summits and trade shows, Talkdesk’s marketing team has seen the good, the bad and the ugly. We are hoping to mirror the ideal customer experience in our attendee experience for this event.
Customer Interactions
MAY 5, 2016
While searching online for the top content for this week’s CX Buzz, we found more than 25 articles published in the last 2 weeks focusing on the customer journey. That’s one helluva reason to start taking your customer journey management seriously. Here are the 6 best ‘Customer Journey’ themed pieces we found this week.
Brad Cleveland Blog
MAY 5, 2016
Recently, I was invited to participate in Jim Rembach’s FastLeader Show Podcast. It was a great experience and gave me the opportunity to reflect on what has mattered most over the years. One bit of advice that has made an … Continue reading → The post Focus on the Next Three Hours appeared first on Brad Cleveland.
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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?
Forrester's Customer Insights
MAY 5, 2016
Digital intelligence (DI) is the practice of bringing together the big data that we have on our customers to analyze and generate insights in so as to deliver the best, optimal and/or the most relevant experiences during moments of their digital interaction. Firms that get it right have a major competitive advantage in the digital age of the customer (For more information on the digital intelligence approach, see the " Optimize Customer Experiences With Digital Intelligence [61276] " Forrester r
Brad Cleveland Blog
MAY 5, 2016
Recently, I was invited to participate in Jim Rembach’s FastLeader Show Podcast. It was a great experience and gave me the opportunity to reflect on what has mattered most over the years. One bit of advice that has made an impact on my career is to focus on the next three hours. Move something that matters forward right now.
BlueOcean
MAY 5, 2016
Take a second to reflect on some of your favorite brands. Is it Starbucks whose baristas always remember your name? Or maybe Amazon or Apple, both of which have continually ranked highly for customer experience. One of our favorites is Zappos, the online shoe retailer that is known to go above and beyond for their customers. But how do you go about creating a customer experience strategy that emulates these retail giants in a way that works for your own customers?
Brad Cleveland Blog
MAY 5, 2016
Recently, I was invited to participate in Jim Rembach’s FastLeader Show Podcast. It was a great experience and gave me the opportunity to reflect on what has mattered most over the years. One bit of advice that has made an impact on my career is to focus on the next three hours. Move something that matters forward right now.
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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.
Avaya
MAY 5, 2016
Many will remember the early days of fixed-format Ethernet Switches, when the development of resilient configurations was initiated as an alternative to existing Modular Chassis systems. While we can debate who invented what, and when – SynOptics, 3Com, and even Digital all fielded competing designs – the really significant thing about these solutions is that they were genuinely resilient.
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