Experience Matters
JULY 6, 2016
We just published a Temkin Group report, State of Employee Engagement Maturity, 2016. Here’s the executive summary of this annual review of employee engagement activities, competencies, and maturity levels for large companies: Engaged employees are critical assets for any customer experience effort. As engaged employees are critical assets, it’s not surprising our data shows that customer […].
Experience Investigators by 360Connext
JULY 6, 2016
Customer feedback is customer experience gold. That’s why there are transaction surveys, experience surveys, customer interviews, customer focus groups (although you know I’m not a fan) and many, many formal ways to gather feedback and use it to improve the experience. But many customers don’t want to answer your survey questions. They’d rather tweet about […].
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Comm100
JULY 6, 2016
Customer satisfaction is a crucial metric. Knowing how your customers feel about your product, services, and support team is critical to understanding how to grow as a company. Customer satisfaction surveys can help you yield useful data that otherwise could be hard to quantify. Yet knowing what to ask, and then creating a survey from scratch, can be a daunting task.
Beyond Philosophy
JULY 6, 2016
As a Customer Experience consultancy, Beyond Philosophy , we have worked in China on a few occasions. We learned a few things about what to do and what not to do there, as it pertains to Customer Experience. Three Truths Every Marketer Should Know about CX in China. China is still in the early stages of Customer Experience discovery. China sees us as the thought leadership of Customer Experience.
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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.
ShepHyken
JULY 6, 2016
Competitive Strategy. What is one of the most valuable commodities in the world? Time! There is an old saying that goes something like this: “If you build a better mousetrap, the world will beat a path to your door.” This is often attributed to Ralph Waldo Emerson and the concept of a better mousetrap is a great metaphor for a reason to continuously innovate.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Think Customers
JULY 6, 2016
Sports Authority customers can expect to hear from Dick's Sporting Goods in the near future. Sports Authority, which recently filed for Chapter 11 bankruptcy protection, has sold its intellectual property including about 114 million customers' files and 25 million email addresses to Dick's Sporting Goods in an auction, Los Angeles Times reports. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
Eptica
JULY 6, 2016
Date: Wednesday, July 6, 2016 Understanding 6 key trends in UK customer service. Published on: July 06, 2016. Author: Steve Nattress Customers are increasingly demanding about the levels of service that they receive from brands. Given this pressure, along with the need to operate as efficiently as possible, how are contact centers evolving to meet changing needs?
natero
JULY 6, 2016
"I spend at least 60% of my time reacting to urgent issues, and less than 30% analyzing and planning. I wish it were the opposite.". Join Natero and Glide Consulting for an online discussion about common management issues in Customer Success.
Talkdesk
JULY 6, 2016
Interactive Voice Response (IVR) systems are essential elements to all functioning call centers. While most people are familiar with the concept as a consumer, there are nuances to the use of IVR from the business perspective. This article is meant to serve as a primer on the use of IVR for both new and established businesses. What is an IVR system?
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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.
Bold360
JULY 6, 2016
Creating that story, the one in which your customers feel important and well taken care of is going to take a lot of work. Today, it?s not enough to have great phone support but limited email resources. Likewise, having on site-support in the form of a self-service widget is great, but if your social media channels are unable to provide the correct level of support, you?
Peter Lavers
JULY 6, 2016
This series of blogs is based on the early results of research undertaken by Peter Lavers on customer centricity. Participants are asked to tell us what, if anything, they are pulling their hair out over when it comes to customer centricity. There are 10 statements to agree or disagree with that could relate to the issues faced. Respondents are asked how well each statement describes their business, and the issue with most agreement – a massive 60% – is: “My company is organised in silos;
Kate Nasser
JULY 6, 2016
When people have hurt you, try influencing change vs. getting revenge. JOIN People Skills Twitter chat w/ The People Skills Coach™ July 10, 10amEDT/3pmGMT. The post Influencing Change vs. Revenge: Join #PeopleSkills Chat July 10th appeared first on KateNasser.com.
LiveChat
JULY 6, 2016
Let’s imagine that you start a marketing campaign. You have your special promotion page on your website with its unique URL that was spread among your newsletter subscribers through your email campaign. You have also shared this link on social media channels and bought some online ads. The only problem is that you want to know which channel directed the most traffic to your website.
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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,
Customer Interactions
JULY 6, 2016
Have you noticed that there is a growing number of articles online about the importance of or how to leverage social media when it comes to customer experience and customer service? So have we. In fact just look at this week’s CX Buzz which features three great pieces on this topic, including how to guide your buyers using social from Lisa Marcyes [Coxblue.com]; How to leverage your Twitter followers for powerful CX feedback from Luke Porter [mws-digidesk.com]; And Why you need to revamo your CX
MyCustomer
JULY 6, 2016
Voice of the Customer. The 5 golden rules of VoC programme design.
Brad Cleveland Blog
JULY 6, 2016
The post Motivation and Engagement: Your Leadership Matters appeared first on Brad Cleveland.
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.
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