Experience Matters
AUGUST 24, 2016
Why do employees leave their companies for another job? To examine this question, I tapped into our Q3 2015 consumer benchmark study which included more than 5,000 U.S. full-time employees. The analysis compared two groups of employees, those who were likely to look for a new job in the next six months and those who […].
Alida
AUGUST 24, 2016
By 2020, my fellow Millennials and I will make up half of the entire global workforce. We outnumber our Baby Boomer parents and Generation X in general population. Our growing impact makes us the most researched generation in history—and allegedly, according to many pundits, the most narcissistic. We may dominate the workforce but our employers are still confused about how to manage us.
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Omnicus
AUGUST 24, 2016
Without the right management, your contact center will not run at peak performance. Great contact center management leads to a great experience for the customer. However, poor management means your agents won’t be serving customers to the best of their ability. Also, your overall CRM model will suffer. Reducing attrition and increasing cross-department collaboration will improve your contact center.
Comm100
AUGUST 24, 2016
We all want our customers to be happy with our products and services. Ideally, they would all be willing ambassadors for our company: happily harnessing the power of social media to recruit other customers; freely place banner ads for our businesses outside their homes; become international celebrities; and prominently display our products during their frequent Tonight Show appearances.
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ShepHyken
AUGUST 24, 2016
Customer Service Training. It happens all of the time. A customer makes some kind of special request. It’s not that it is all that special. It’s just not the norm. And, the first response from the employee is, “We can’t do that.”. My wife knows that I love pesto sauce. There is a restaurant in our area that has a delicious meal with pesto. However, their pesto is a creamy pesto sauce.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Amity
AUGUST 24, 2016
Virtual meetings are a convenient way to work directly with your customers while improving and building a relationship. There are now all kinds of services and platforms that make it possible to hold such meetings. Many people, however, make certain mistakes that make such meetings less efficient than they could be. Let’s look at the biggest mistakes to avoid when running a virtual meeting with a customer.
Topdown
AUGUST 24, 2016
Customers are usually quick to let you (and the world) know when you’ve done something wrong. Most are less inclined to reach out with praise. Recently, one of our oldest customers, Blue Cross Blue Shield of Florida (BCBSFL, also known as Florida Blue) sent us some feedback that we just have to share.
Think Customers
AUGUST 24, 2016
How many photos are floating around the Internet? The answer is staggering. In 2014, people uploaded an average of 1.8 billion digital images every day, according to Mary Meeker's Internet Trends Report. And according to data released by Google, in 2015, we uploaded 24 billion selfies on Google Photos alone, not counting photos shared on other sites like Facebook or Instagram.
Influitive
AUGUST 24, 2016
Developing your account-based marketing (ABM) strategy while keeping your brand advocates in mind will ensure your next ABM campaign is a success. Combining the two gives you the best of both worlds: the targeting power of ABM, and the ability to leverage your advocates’ personal connections and stories. But how do you do it? Here. The post 7 Steps To Creating The Best ABM Campaign Ever With Advocacy appeared first on Influitive.
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and guest speaker Sucharita Kodali
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Eptica
AUGUST 24, 2016
Date: Wednesday, August 24, 2016 Why CEOs need to focus on customer experience. Published on: August 24, 2016. Author: Olivier Njamfa Customer experience (CX) is moving rapidly towards the top of the CEO agenda as businesses realize its importance to the bottom line. This move is being driven by a change in the relationship between customers and companies – with increased competition, digital disruption and the rise of social media, the balance of power has shifted towards the consumer.
Avaya
AUGUST 24, 2016
Founded in 1962, Common has been delivering best-in-class accounts receivable management programs throughout Canada for decades. With an unwavering commitment to excellence, Common’s leadership team is always looking for new ways to deliver exceptional service to our clients. In pursuit of this goal, Common has been a long-time user of Avaya IP Office ™ with Avaya Contact Center Select.
The DiJulius Group
AUGUST 24, 2016
Brick & Mortar Competing in Experience Wars “I think it’s incumbent upon the responsibility of retailers to create these fantastic experiences that’s going to sweep them away.” ~Howard Schultz A few weeks ago a friend of mine, Tony Goins, EVP at Cabela’s, invited me to attend Cabela’s grand opening in Avon, Ohio.
Avaya
AUGUST 24, 2016
Every organization knows the importance of stretching each dollar. That’s especially true of a non-profit trying to keep operating costs at a minimum. They must keep their IT system investment running at peak performance, ensuring constant communication with members and achieving the organization’s underlying goals. According to the recent 9th Annual Non-Profit Technology Staffing and Investments Report , IT staffs at national non-profits are falling into four categories: Struggling: “We a
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Influitive
AUGUST 24, 2016
Developing your account-based marketing (ABM) strategy while keeping your brand advocates in mind will ensure your next ABM campaign is a success. Combining the two gives you the best of both worlds: the targeting power of ABM, and the ability to leverage your advocates’ personal connections and stories. But how do you do it? Here. The post 7 Steps To Creating The Best ABM Campaign Ever With Advocacy appeared first on Influitive.
Kate Nasser
AUGUST 24, 2016
JOIN People Skills global Twitter chat (#PeopleSkills) to discuss discovering your genius & how it helps others? Host: Kate Nasser, The People Skills Coach™. The post Discovering Your Genius: JOIN People Skills Chat Aug. 28th #PeopleSkills appeared first on KateNasser.com.
LiveChat
AUGUST 24, 2016
Jack was in the nearby food store and he faced some problems while making a transaction on the service counter. He was clueless, why his credit card was not working, whereas the very previous day, he had made a transaction using the same card. He reached out to the customer care through the toll-free number given on the card’s overleaf. The agent who took the call was helpful and did not take more than seven minutes to make the credit card work again.
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