Steve DiGioia

MAY 9, 2016

This original article was written by Steve DiGioia. You think you’re a good leader. You have the position, the title and the power. You’re the boss. But your employees don’t work hard for you, they talk behind your back and morale is poor. You don’t understand why. Well, here’s why. You…. 1. Manage from your office. You can’t tell how your business is running by just looking at reports while sitting at your desk.

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Vonage

MAY 9, 2016

We can always use fresh perspective, and spring is the perfect time for it. When we’ve settled into our regular flow of work it is easy for us to fall into patterns of repetitive and underwhelming practice. Businesses thrive on dynamic creativity, positive energy and constructive vision. We can’t afford to fall in the hole of “just good enough” business.

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Tips Competitive Advantage Contact Center Meeting 139

ijgolding

MAY 9, 2016

It is with a very heavy heart that I publish this blog today. A few weeks ago, Customer Experience Specialist and CCXP, Sean Tomlinson, was kind enough to send it to me. Tragically, Sean passed away at the end of April. I have decided to publish the blog in his memory – I know that he will have wanted me to – I hope you enjoy reading the thoughts of an incredibly passionate and inspiring man who was as driven by Customer Experience as anyone… I have a confession to make.

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Consulting Travel Customer Journeys Customer Centricity 125

Beyond Philosophy

MAY 9, 2016

Distressed jeans may be fashionable, but it’s much harder to sell a product that appears damaged. That’s because we typically believe that a damaged product isn’t worth as much as one that’s in perfect condition. Research into the psychology behind recycling supports this idea. According to the research, consumers make subconscious decisions about the value of recyclables before deciding whether to throw them in the recycling bin or toss them in the trash.

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Sales Customer Journeys Fashion eBook 94

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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.

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OpinionLab

MAY 9, 2016

Forbes recently explained customers expect more of companies on a daily basis. Considering that, in sophisticated industries with substantial competition for customer dollars, is it any wonder some brands think redesigning their website will give them a CX edge? But when they do, how can they know whether or not the changes worked? Certainly, constantly listening to your customers is critical.

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Measurement Effort Score Course Brands 76

Avaya

MAY 9, 2016

There’s a growing spectrum of benefits and concerns organizations and individuals face as the Internet of Things (IoT) evolves. On one hand, the increasing connectivity between previously independent or isolated people, work streams and systems offers convenience, reduces critical delays and opens up new models for business, learning and governing. Smart Cities, Smart Schools, Smart Healthcare are all driven by the underlying principle that digitization and erasing of time and space limitations

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Government Contact Center Healthcare Communication 40

Talkdesk

MAY 9, 2016

As Opentalk 2016 nears, Talkdesk’s Senior Manager of Field Marketing, Leah Kahn, has been sitting down with select speakers to learn more about the person behind the thought leadership. She has spoken with Gainsight’s Nick Mehta , LinkedIn’s John Mayhall and Shopify’s Casey Whalen. For this installation of our speaker preview series, Leah spoke with People Rocket Principal Teryn Rikert.

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Travel Customer Centricity Sales Leadership 40

Teletech

MAY 9, 2016

In previous articles, I wrote about setting analytically affected goals or objectives: Pick a measure that is numeric in nature and see if or how you can influence it with analytically based projects or initiatives. There are whole books on the subject of setting goals. Here, we discuss how it is necessary to think about the links between goals, as well as the goals themselves.

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LiveChat

MAY 9, 2016

For many beginning entrepreneurs, market research is a waste of time. They kind of understand that market research is beneficial for business, but very often they take for granted that their ideas are great. They don’t want to check if their potential customers think the same way because they assume that they will love it. It reminds me about an “ingenious” business idea me and my friend had long time ago.

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Marketing How To Social Media Average Handle Time 38

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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.

Communication

Customer Interactions

MAY 9, 2016

You May Be Listening for the Customers — But Are You Hearing Them? Perspective is a funny thing. Ask five people to recall the same event, and you might get five completely different stories in return. When a customer called with a problem, were you able to provide the solution they needed, with minimal hassle and effort on their end? If we asked them, would they agree?

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Customers 32

dscout People Nerds

MAY 9, 2016

dscout is now available in six additional languages through localization features.

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Natalie Petouhof

MAY 9, 2016

Tweet What we saw at the conference was a full suite for customer experience. As point solutions turn to suites, Constellation Research predicts organizations that want to keep all the information about customers flowing in one place will most likely turn to platforms, suites and hubs for customer experience. With suites there is the opportunity to know your customers better, via shared data, shared knowledge across lines of business for personalized and relevant offers, products and services.

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Conference Report Social Media Case Study 40

Amity

MAY 9, 2016

Founded in 2010, Influitive helps over 300 customers worldwide discover, mobilize, and recognize their customer advocates. Allowing them to drive referrals, references, reviews, word of mouth recommendations, and more. We sat down with Julie Persofsky , VP of Customer Strategy and Account Management, to discuss how Customer Success has evolved at Influitive over the last 4 years.

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Customer Success Culture Travel Customers 53

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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,

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