Experience Matters
APRIL 25, 2016
I was recently interviewed for an article that discusses a post where Fox News journalist John Stossel describes his experience as a lung cancer patient at the New York-Presbyterian Hospital. First of all, I hope that Stossel’s treatment is successful. And although I don’t fully agree with his analysis of the industry, I do agree with his observation […].
ijgolding
APRIL 25, 2016
I must start this new post by apologising to all Leicester City fans! I really hope that writing about the undeniable success of your club this year will not jinx perhaps the greatest achievement of any sports team EVER… anywhere in the world. However, I do not apologise for taking advantage of an achievement that is so remarkable – and so deserving – that it should become one of the prominent examples to any organisation, in any industry, as to what can be achieved with a lot
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Vonage
APRIL 25, 2016
When I was in college, I worked at a gas station. This was at the time when gas stations were converting from full-service to self-service. Where we previously would pump the gas for the customer as well as wash their windows and check their oil, the new procedure was that they would pump their own gas and we, the employees, would simply collect their money and say “Thank you.”.
Steve DiGioia
APRIL 25, 2016
find a way for your customers to make an easy decision to purchase This original article was written by Steve DiGioia. Finding a landscaper to plant some shrubs and flowers in front of your home should be an easy task. One landscaper is pretty much the same as another? Or are they? What makes one landscaper better than another? What’s the secret customer service trick?
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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.
Wired and Dangerous
APRIL 25, 2016
Customers are different today! Their expectations have increased over 33% in the last 12 months! They have raised the bar on how they view customer experience. They are looking for service providers who consistently deliver service experiences that drive loyalty! Service providers focused on delivering GREAT service! The kind of service that takes the customers’ breath away!
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Helen Dewdney
APRIL 25, 2016
Supermarkets often get the blame for killing our high streets. But are they really to blame and if so are they the only reason? When I asked consumers what they thought was killing the high street and independent businesses, supermarkets weren’t top of the list. 1) People recognised high rents and rates as significant factors. Council rates can be so high that independent shops can’t afford to pay so independent businesses have to rely on Internet sales when they might well benefit f
Forrester
APRIL 25, 2016
In my previous blog , I discussed why customer experience is important and what are the indicators that your organization needs to transform itself and its customer experience. In this follow up blog, I cover how an organization transforms to provide a better customer experience, as well as lessons learned from our consulting work: How does an organization begin to transform to provide a better customer experience?
Middlesex Consulting
APRIL 25, 2016
When I first became a Vice President of Manufacturing for a start up in the 1970’s, I faced many challenges getting electronic parts and components. Those were the days of a rapid explosion of electronics manufacturing and a relatively immature supply chain. As I thought about the situation, the light bulb turned on over my head and I had an epiphany; I was playing with three variables – low price, reliable delivery, and high quality.
Think Customers
APRIL 25, 2016
Doing what's right for customers is an easy concept to understand but fairly difficult to implement. Listening to them, anticipating their needs, and providing tailored service where and when they need it can be challenging to put into practice. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
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Middlesex Consulting
APRIL 25, 2016
I faced many challenges getting electronic parts and components when I first became a Vice President of Manufacturing for a start up in the 1970’s. Those were the days of a rapid explosion of electronics manufacturing and a relatively immature supply chain. As I thought about the situation, the light bulb turned on over my head and I had an epiphany; I was playing with three variables – low price, reliable delivery, and high quality.
ForeSee
APRIL 25, 2016
Mobile usage has exploded over the last decade, with 1 in 3 visits to federal websites now coming from mobile devices, according to the federal Digital Analytics Program. Additionally, mobile. The post 5 Things Federal Websites Should be Measuring in Mobile appeared first on ForeSee.
LiveChat
APRIL 25, 2016
“But I didn’t get the answer to my query. This is the second time I am calling you people for the same problem. Why don’t you just put me through somebody helpful?” – John shouted at the agent. “We appreciate your endurance and feel sorry for the inconvenience Sir. But this is the best we can do right now regarding your problem.” – Agent tried to convince John.
Forrester's Customer Insights
APRIL 25, 2016
The customer journey is vital to success in the age of the customer, and as technology advances, collecting data can help personalize the experience from start to finish. At MARKETING this week, Antonio Scituio, CMO of Nestlé Waters, will share insight into the company's brand new 'war room' that displays real-time data showing customer journeys and tracking customer touchpoints.
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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,
Talkdesk
APRIL 25, 2016
Our cloud-based call center software has done it again! Talkdesk has been recognized as a Call Center Category Leader by GetApp’s quarterly ranking. We came in at second place, up one slot since last August. GetApp, a Gartner-owned business app discovery platform, releases regular rankings of applications, segmented by product category. Talkdesk can be found in the top 25 Call Center apps based in the cloud.
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