Who's Your Gladys?
MAY 17, 2016
This simple exercise creates lasting changes in the way your team thinks and acts with customers. Why? They get to hear how their peers handle tough situations. They get to collaborate and practice new ways of approaching tough situations and share what they do that works. The post A Customer Loyalty Exercise – An Excerpt from Our NEW Customer Service Book Taming Gladys!
BlueOcean
MAY 17, 2016
IMP Customer Care, a bilingual outsourced contact center with roots in Bathurst, is transitioning to the Blue Ocean Contact Centers brand. The brand name change is part of a strategic initiative by IMP Group to grow all of their customer service operations through the strength of the internationally-recognized, award-winning Blue Ocean brand, acquired in 2015, while leveraging the experience and attributes of the Bathurst Customer Care team to support that growth.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Customer Bliss
MAY 17, 2016
Episode Overview. THE WORLD’S LARGEST CUSTOMER EXPERIENCE EVENT IS BACK. For Episode 5 of The Human Duct Tape Show — a special one for me, because it comes out during #CXWeek — I speak with Mark Ramsey, the General Manager of Audi Experience, about why Audi made the move to blend their operational customer experience and digital experience responsibilities under one leader.
Beyond Philosophy
MAY 17, 2016
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Some may remember an episode of ‘90’s sitcom ‘Murphy Brown’ in which Candace Bergen, as Murphy, is viewing a focus group about her news program, FYI , through the two-way mirror. In a key scene, focus group participants are asked to describe the personalities and presentation styles of various members of the program – beginning with Corky, Frank, and Jim; and they do so in positive, glowing terms.
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Amity
MAY 17, 2016
SaaS Tattler Issue 84: Structuring Customer Success - What Works, What Doesn’t. Customer Success has come a long way in just a short amount of time. As the landscape of SaaS companies continues to expand, it has become increasingly more difficult to find a SaaS company without some form of a dedicated Customer Success structure in place. While there isn’t a one-size-fits-all approach to creating the “perfect” structure for Customer Success, we’ve decided to dedicate
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Andrew Mcfarland
MAY 17, 2016
Most customer experience professionals would rather invest time in creating an amazing experience, than spend time recovering from ill-designed or poorly executed customer journeys. All the good intentions in the world yield very little if the journey leads to the.
ForeSee
MAY 17, 2016
For years, marketing professionals and successful business leaders have come to the conclusion that improving customer experiences requires measuring and understanding that experience. And yet, at the same time we’re. The post CX Strategy Success 101: Are you speaking the same language? appeared first on ForeSee.
Forrester
MAY 17, 2016
An on-demand startup called Peach began delivering lunch to my office recently. Depending on the day, I can order mango chicken curry, mushroom tacos, or eggplant rollatini and Peach will deliver it at lunch time for about ten bucks. I don't know about you, but $10 a day for lunch is a bit steep - have you seen the cost of day care lately? But when the only other option is a mediocre on-site cafe, Peach starts to look better by comparison, and with great customer service: when a colleague's lunc
Talkdesk
MAY 17, 2016
This guest post is written by Talkdesk Product Manager Ernest Wong. Today, we’re announcing Customer Sentiment Score (CSS), a new kind of call center feature that allows companies to understand customer sentiment as well as predict potential customer unhappiness and proactively address it. Details of the new feature, which is currently available in beta, were unveiled at the Opentalk Summit today in San Francisco.
Advertisement
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.
Provide Support
MAY 17, 2016
According to McKinsey survey 70% of buying experiences are based on how the customers feel they are being treated. More and more companies put the customer service at the forefront today. Understanding the importance of good customer service is essential for any business when looking for new customers, retaining loyal customers and developing relationships with prospective customers.
Talkdesk
MAY 17, 2016
May 17th will go down as one of the most important days in Talkdesk history. As a company, we’ve hit a major milestone: hosting our inaugural Opentalk conference. But today is not just about Talkdesk the business. Today is also about Talkdesk the product. We announced a suite of updates, new features, expanded integrations and other advancements to our award-winning cloud-based call center software today.
CSM Magazine
MAY 17, 2016
The time has come to gain industry-wide recognition of your commitment to customer service by entering this year’s Customer Service of the Year awards. The awards celebrate companies that go the extra mile for their customers, recognising organisations that put customer service at the heart of their business. In addition to the opportunity of winning a major award, companies who enter also receive a unique and valuable market research report based on mystery shopping experiences, online, o
Talkdesk
MAY 17, 2016
Note: Starting May 18, this integration will be in open beta. You can find the listing on the Slack App Directory. Today, we’re proud to add another powerful integration to the list of 25+ business apps we already integrate with. Introducing: Talkdesk for Slack. As one of the most popular communication platforms in the market, Slack has revolutionized the way teams interact with one another.
Advertisement
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.
MyCustomer
MAY 17, 2016
Voice of the Customer. How The Mom's Test can improve customer feedback.
Talkdesk
MAY 17, 2016
May 17th is finally here! Opentalk 2016 is upon us. The Talkdesk team will be spending the day at The Village in San Francisco talking to forward-thinking business leaders and learning more about the future of the customer experience. Sadly, it’s too late for you to come to the event itself! That means you’ve missed the mingling, the refreshments and the attendee experience.
Customer Interactions
MAY 17, 2016
As marketers we face daily challenges; how to get CX right for the multidevice consumer [CMO.com]; how B2B companies can focus on CX and not their brand [Skyword.com]; Are you really listening to your customers or do you just think you are [Customerthink.com]. It’s never ending, but thank goodness we have brilliant content publishing sites and thought leaders, like Mindi Chahal [MarketingWeek.com] and Josh Steimle [Joshsteimle.com], to help us through this mire.
Talkdesk
MAY 17, 2016
Talkdesk’s inaugural customer experience summit is under way. It’s going to be a tremendous event and we hope you’re here to live it with us! But, in case you were dragged away by wolves and couldn’t make it, we’ll be live blogging today and posting Opentalk content from now until Opentalk 2017. You can check out our content hub at Opentalk Full Coverage.
Advertisement
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,
dscout People Nerds
MAY 17, 2016
Design students dive into dscout’s version of digital ethnography.
Brad Cleveland Blog
MAY 17, 2016
According to Marty Cooper, 87 years old and a pioneerin wireless communication, cell phones have a big flaw: you constantly have to charge them. And that’s true for all connected wearables (e.g., watches, glasses, health devices). The next big thing, … Continue reading → The post Cell Phone Inventor Predicts the Next Big Thing appeared first on Brad Cleveland.
CX Journey
MAY 17, 2016
Image courtesy of Hoodie Dog Do you know the 12 Laws of Karma? And did you know they can be applied daily to your customer experience efforts? If not, no worries. Read on, and I'll define them for you and tie them to this CX world we live in. I came across them recently and thought that these made sense - for life and for your customer experience. It's interesting that we always associate karma with bad things, i.e., payback for something bad someone did.
Brad Cleveland Blog
MAY 17, 2016
According to Marty Cooper, 87 years old and a pioneerin wireless communication, cell phones have a big flaw: you constantly have to charge them. And that’s true for all connected wearables (e.g., watches, glasses, health devices). The next big thing, says Cooper, is technology that keeps devices charged without our involvement.
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.
Talkdesk
MAY 17, 2016
Today, we announced Talkdesk Omnichannel, our multichannel customer communication platform including voice, SMS and video. We created Talkdesk Omnichannel to enable our users to interact with their customers wherever they feel most comfortable. Why did we create Talkdesk Omnichannel? Customer communication is being radically rethought. Gone are the days when simply answering a customer’s question was enough.
Brad Cleveland Blog
MAY 17, 2016
According to Marty Cooper, 87 years old and a pioneerin wireless communication, cell phones have a big flaw: you constantly have to charge them. And that’s true for all connected wearables (e.g., watches, glasses, health devices). The next big thing, says Cooper, is technology that keeps devices charged without our involvement.
Expert insights. Personalized for you.
179 
Let's personalize your content