GetFeedback

OCTOBER 26, 2016

Campaign Monitor uses the NPS survey to measure customer loyalty and overall sentiment. Here's how they scale the process with 200,000 customers.

NPS 150

NPS Survey Loyalty Measurement 150

Beyond Philosophy

OCTOBER 26, 2016

When shopping malls began dotting the American landscape in the late 1960s and 1970s, they presented a new and exciting customer experience. Today, it shouldn’t be news to anyone that things have changed and malls in general are struggling. Discount retailers are partly to blame, but the real culprit is the internet. Why would you change out of your pajamas and scout for a parking place when you could buy the same stuff online, from the comfort of your couch?

Retail 131

Retail Consulting Customer Expectations Training 131

Experience Matters

OCTOBER 26, 2016

Filed under: Customer experience.

Customer Journeys 204

Customer Journeys Customers Customer Experience 204

ShepHyken

OCTOBER 26, 2016

Here is an idea that just about any organization can do – write a book. But, not just any book. A customer service book, written by your employees, featuring great customer service experiences, for both internal customers and external customers. One of the most popular exercises we share with our clients is something called the Moments of Magic Card®.

Customer Service 103

Customer Service Exercises Customer Service Training Culture 103

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.

Data

Myra Golden

OCTOBER 26, 2016

Thanks to the Internet and social media, customers are more savvy now than ever before. Although this sounds like a good thing, the net result is an increase in stress for customer service professionals. According to Newsweek magazine, the stress level of customer service representatives is comparable to that of air-traffic controllers and police officers.

How To 88

How To Social Media Customer Service Representative Contact Center 88

Myra Golden

OCTOBER 26, 2016

Thanks to the Internet and social media, customers are more savvy now than ever before. Although this sounds like a good thing, the net result is an increase in stress for customer service professionals. According to Newsweek magazine, the stress level of customer service representatives is comparable to that of air-traffic controllers and police officers.

How To 72

How To Social Media Customer Service Representative Contact Center 72

Eptica

OCTOBER 26, 2016

Date: Wednesday, October 26, 2016 6 factors driving contact center change. Published on: October 26, 2016. Author: Dharmesh Ghedia With customer service being at the top of the business agenda for organizations, what are the trends that are impacting contact centers? To find out, analyst ContactBabel surveyed 216 UK contact center managers and directors.

Contact Center 63

Contact Center Self Service Knowledge Base Social Media 63

Helen Dewdney

OCTOBER 26, 2016

The most complained about telecoms provider Vodafone has been fined £4.6m by Ofcom for “serious and sustained breaches of consumer protection rules” Ofcom undertook two investigations lasting 18 months. The first was started on June 15 th 2015. Following its investigation, Ofcom decided to issue Vodafone with a notification under s96A of the Communications Act 2003 (the “Act”) on 15 April 2016 as they had reasonable grounds to believe that it had contravened consumer law between 26 M

Consumers 61

Consumers Financial Resources Training 61

Kate Nasser

OCTOBER 26, 2016

JOIN us in People Skills global Twitter chat Oct. 30th 10amET/2pmGMT to explore how to have more love & kindness vs. hatred & anger in this world. Host: Kate Nasser, The People Skills Coach™ w/ co-host Gary Gruber. Use hashtag #PeopleSkills. The post Hatred & Anger vs Love & Kindness: JOIN People Skills Chat Oct. 30 appeared first on KateNasser.com.

How To 59

How To 59

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.

Customers

CSM Magazine

OCTOBER 26, 2016

The conventional approach to gaining customers, based on picking a segment of purchasers to target and developing products for that segment, is no longer enough. A customer strategy goes further: It is the articulation of the distinctive value and experience your company will deliver to a chosen set of customers over three to five years, along with the offerings, channels, operating model, and capabilities you will need.

Strategy 57

Strategy Customer relationships Culture Retail 57

LiveChat

OCTOBER 26, 2016

Every day we are exposed to hundreds of marketing messages. Being receptive to all of them would be mental chaos. That’s probably why 200 million people worldwide installed ad-blocking software last year. While it’s great for consumers, marketers who relied mainly on paid advertising were not that happy. Luckily there are ways to continue marketing without being blocked.

Marketing 44

Marketing Advertising Case Study Hotels 44

Circular Edge

OCTOBER 26, 2016

Up to 29-50% Discounts available to Cities, Counties, Non-Profits, Small Businesses, Canadian Companies & MORE! Circular Edge designed Smart Scheduler so that ALL JD Edwards EnterpriseOne customers could profit from utilizing an Advanced Batch Process Scheduling Tool. Until now however JUST manufacturer, distributor, retail, life sciences and real estate companies ALONE have benefited!

Report 40

Report Automotive Comparison Retail 40

MyCustomer

OCTOBER 26, 2016

Voice of the Customer Journey mapping: How to act on the insights.

Customer Journeys 56

Customer Journeys How To Customers 56

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.

Communication

Feedback

OCTOBER 26, 2016

If you were born after 1994, you don’t need to Google “ social experience management.”. You are probably managing your own social experience as you read this article. But you might not know that you are already doing it. . You are a digital native and are already “a-twitter” with words, you already understand the need for an Internet profile, and you already have an online reputation.

Customer Experience Management 113

Customer Experience Management Customer Experience Management Social Media 113

Amity

OCTOBER 26, 2016

SaaS Tattler Issue 96 - Going Beyond Net Promoter Scores. Net Promoter Score results can tell you a lot about your customers, your organization, and the relationship between the two. However, the discussion isn't about the score itself, but about what it means to your team, and what you do with it. Because there's more to NPS surveys than meets the eye, we've decided to dedicate this week's tattler to the discussion surrounding them, from their unintended psychological effects on

Net Promoter Score 64

Net Promoter Score NPS Survey Customer Retention 64

The DiJulius Group

OCTOBER 26, 2016

5 World-Class Service Companies are Meeting the Expectations of Millennials“The margin of error for businesses to get the customer experience right has never been more narrow as 68 percent of millennial consumers have stopped doing business with a brand due to a single poor customer service experience. As millennials’ economic influence grows to an estimated […].

Meeting 43

Meeting Poor Customer Service Company Consumers 43

Michelli Experience

OCTOBER 26, 2016

Infographics 169

Infographics Brands Customer Engagement Loyalty 169

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,

Tips