Michelli Experience
JUNE 28, 2016
As I help business leaders deliver branded customer experiences, I often start with the premise that brands are nothing more than what people say about us when we’re not around. From there, I work with leaders to determine what they want to be known for and what they want to hear their customers say about them. For years companies have been trolling social media to see what customers post about brand experiences.
Customer Bliss
JUNE 28, 2016
Episode Overview. Lesley Mottla was part of the senior leadership team that helped build Zipcar, a disruptive force in its industry. Now she has a customer experience leadership role at M.Gemi , where she’s trying to help disrupt the luxury shoe market. M.Gemi is a start-up and Zipcar was a start-up at the time, so we spend a good portion of this episode discussing customer experience lessons for start-up businesses.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
CX Journey
JUNE 28, 2016
Image courtesy of Christina Welsh Which metrics have you selected to track your customer experience improvement efforts? I've got a lot of questions about the metric(s) you've chosen to measure customer sentiment about the experience with your company and to track your progress toward improving that experience. For starters: How did you select the metric?
ShepHyken
JUNE 28, 2016
Jeff Lessor Talks about Improving Customer Service with Twitter. Shep Hyken speaks with Twitter’s Senior Marketing Manager, Jeff Lesser, about how to use Twitter for customer service. More and more customers are posting comments and questions for companies on Twitter. It is becoming a viable customer service channel as an alternative to email and the phone.
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.
Andrew Mcfarland
JUNE 28, 2016
Some things are so necessary to our health that to describe “why they matter” seems ridiculous (e.g. breathing). This is how I feel when I read articles about why the customer experience matters. The fact that such articles are written.
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
JUNE 28, 2016
Customers are increasing their use of digital channels such as mobile and social media to resolve product and service issues and receive support from companies. But does this mean that voice support will disappear altogether? 1to1 Media's Tom Hoffman recently explored these issues and what the future holds for customer service with Shep Hyken, customer service expert and Chief Amazement Officer at Shepard Presentations, at the Pegaworld 2016 conference in Las Vegas.
Alliance by IFS
JUNE 28, 2016
The Internet of Things (IoT) is a hot topic across multiple industries, and the universe of connected assets is growing every day. Gartner predicts there will be 6.4 billion connected things in use by the end of this year, and 5.5 million new assets are connected to the network every day. Further, Forrester Research found that 23% of enterprises are currently using IoT, and another 29% are planning to do so within 12 months.
COPC
JUNE 28, 2016
This is part of our occasional series called CX Stories, which are personal accounts by COPC Inc. employees about their own positive customer experience. This story is from Judi Brenstein, vice president, COPC Inc. I have been buying shoes from Zappos.com since 2001. When I first started using Zappos.com, I thought it was a great way to purchase shoes for me and my daughters because of two simple things.
Talkdesk
JUNE 28, 2016
It’s Tuesday. You know what that means! Welcome back to the CXW, the once a week roundup of customer experience insights from around the web. Each week, we dive deep into a particular area of CX. This week’s topic is the employee experience. How does the work environment and team morale impact the way customers perceive companies? What can be done to promote a customer-centric culture in the workplace?
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.
Teletech
JUNE 28, 2016
Friday started with a call from my daughter at 5 a.m. BST. Currently enjoying a well-earned holiday in New Zealand she had heard the results first and was calling to ask, "Are you OK?". In the blink of an eye Google lookups changed from team results in UEFA Euro 2016 to Article 50 of the Lisbon Treaty. In fact, one of the highest search results cited last Friday was, "How to emigrate to Australia.
Brad Cleveland Blog
JUNE 28, 2016
The post 3 Ways the Contact Center Contributes to Customer Experience appeared first on Brad Cleveland.
Amity
JUNE 28, 2016
SaaS Tattler Issue 88 - Customer Success in B2B vs B2C and why it's important to you. It seems pretty insane to think that Customer Success could actually be as complex -- if not more -- for B2C companies in making their customers successful, as it would for B2B companies. Wait, what? As shocking as it may be, this is already something we understand. to some extent.
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,
Avaya
JUNE 28, 2016
Let’s start with a few figures that explicitly demonstrate the unparalleled scale and diversity of devices to the Internet of Things: Number of connected devices worldwide in 2016: 5 billion. Projected number of connected devices in 2020: 50-75 billion. Expected economic impact of IoT by 2025: $10-12 trillion. What’s not so apparent within these statistics is the monumental challenge to security.
Amity
JUNE 28, 2016
Around the end of each year, something weird happens to B2B marketers: they all tend to drop their usual hats in exchange for a crystal ball and as a result, the marketing world is flooded with posts about what to expect for the next year in trends. Now that we’re halfway through 2016, we can check in on how accurate some of those 2015 predictions were, and how those trends are impacting Customer Success.
Expert insights. Personalized for you.
185 
Let's personalize your content