InMoment XI
JANUARY 18, 2017
As customer experience professionals, we often worry about response rates. At the heart of the question of response rate is whether customers want to provide you with feedback and engage with your survey. Why do customers provide feedback? Customers who provide feedback want you to get better. They want you to use what they are. View Article.
Alida
JANUARY 18, 2017
For the past century, cars have been an integral part of the American dream. Owning a vehicle provides more than just convenience. Cars represent freedom, fun and self-expression. At least until recently, having a car was synonymous with independence, especially for young people. All of that’s about to change. In the near future, car sharing and mobility platforms will become an attractive alternative to car ownership.
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InMoment XI
JANUARY 18, 2017
As customer experience professionals, we often worry about response rates. At the heart of the question of response rate is whether customers want to provide you with feedback and engage with your survey. Why do customers provide feedback? Customers who provide feedback want you to get better. They want you to use what they are.
Beyond Philosophy
JANUARY 18, 2017
The Wall Street Journal has released its annual scorecard of U.S. airlines, sizing them up according to factors that matter to travelers, including delays, on-time arrivals and lost baggage. Overall, the newspaper reported, airlines did a better job on some measures in 2016 than in 2015, with 7 percent fewer late arrivals. Alaska Airlines earned top rank for the second year in a row, but as a customer experience consultant, I was just as interested in the airlines at the bottom.
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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.
Forrester
JANUARY 18, 2017
If you are like other CX pros, at some point in your CX career you'll encounter the "money question." Your CEO will ask you: "What's an improvement in our customers' experience worth in dollars and cents?" And it's likely that you won't have a (good enough) answer. I say that because I know that 50% of CX pros we surveyed have not modeled how CX quality influences customer behavior.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Amity
JANUARY 18, 2017
Every startup thrives for one thing: growth. As ARR grows, your customer-facing teams have to keep their cool and juggle between more accounts, and all that comes with it. When things are moving fast, it’s vital to remember that proactivity should stay a priority for the company. Acquiring new customers isn’t worth it if it means your churn rate is at an all-time peak due to negligence.
Up Your Service
JANUARY 18, 2017
Watch Ron Kaufman talk about this topic on video (3 minutes). I’ve seen many organizations invest years and spend a lot of money on service training for their employees. The intention is always the same: to deliver service excellence, and to create a sustainable service culture. Time and time again, I’ll ask leaders, “What does service excellence mean to your customers, and to colleagues inside your organization?
Topdown
JANUARY 18, 2017
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Up Your Service
JANUARY 18, 2017
When you picture a superior service culture, you may not think of a large engineering firm or a manufacturing organization. Rather, you may think about high-end hotels, top-rated airlines, or innovative retail brands. But in a competitive global market where products are commoditized and speed of delivery easily matched, quality service is a key differentiator in every industry – including financial services , manufacturing, high tech IT , telecommunications , logistics, and more.
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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.
Confirmit
JANUARY 18, 2017
Customer feedback. Call center records. Social media postings. CRM data. Financial and operational information. One thing that many Voice of the Customer programs don’t need is more data. In fact, most organizations are in danger of becoming ever more tangled up in the data they already have, as they struggle to understand the meaning of it all in order to drive business change and success.
The DiJulius Group
JANUARY 18, 2017
Do you have a solid Customer Experience strategy for 2017? The experts of The DiJulius Group share some of their insights for what they believe will be key for this coming year. The following is by Dave Murray, Senior Customer Experience Consultant for The DiJulius Group. How To Prepare Millennials To Be Our Next Generation […].
Forrester's Customer Insights
JANUARY 18, 2017
These days it seems like you can't open a newspaper (ok, web browser) without coming across an article on artificial intelligence. Well publicized breakthroughs like Google AlphaGo's unprecedented victories over human Go champions have heralded the promise of a new golden age for AI. Add to that the personification of personal assistants in Apple's Siri and Amazon's Alexa coupled with Salesforce's "resurrection" of Albert Einstein and the rampant proliferation of AI-related s
Brad Cleveland Blog
JANUARY 18, 2017
Is being “always connected” a blessing or a curse? Are you in charge or a slave to your smartphone? This TEDx Talk covers three principles that can help you survive and thrive in an always-on world. The post Always Connected: Blessing or Curse? (Brad’s TEDx Talk) appeared first on Brad Cleveland.
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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 Bliss
JANUARY 18, 2017
Guest Post by Michael Becker, content strategist at Sharpen. Better customer experiences equal happier customers. And happier customers are what carries business forward. They buy more, buy more often, and share their experiences with others. Though keeping customers happy is important, it isn’t always an easy task. More often than not, customers are already upset before they contact your customer service team.
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