ShepHyken

MAY 18, 2018

This week we feature an article by Gary Anderson who explains why the customer experience creates customer loyalty and generates repeat business. – Shep Hyken. The goal of this article is to touch on three pillars of a business –– product, price, and experience –– and break down which of these three is the most important to driving success. The article will argue that while offering a superior product at a competitive price is a must, it is this third pillar, experience, which can build a brand

Loyalty Programs 79

Loyalty Programs Advertising Loyalty Brands 79

Beyond Philosophy

MAY 18, 2018

A difference exists between what people say they will do and what people do. People say they want salads in theme parks but order hamburgers. People say they want to save the planet but then ignore the recycling bin. People say they want many choices but then complain that there were too many choices to decide. In short customers are irrational! We recently enjoyed debating this in our podcast Why Are Customers Irrational?

Transportation 118

Transportation Retail Consulting Policies 118

LiveChat

MAY 18, 2018

How many of you have ever argued online about politics, religion or lifestyle (or whether it’s Laurel or Yanny)? I bet that most of you did that. What were your feelings after these discussions? Did you enjoy it? Did you and your interlocutors come to one conclusion? Or maybe you ended promising to yourself that it was the last time you took part in an online discussion?

Communication 54

Communication Tips Social Media Customers 54

QuestionPro Audience

MAY 18, 2018

I know what you’re thinking: “another day, another millennial-focused article”. But as a generation that is on the cusp of surpassing baby boomers as the nation’s largest living adult generation , it’s important for brands to take notice of the trends they’re setting as consumers. In 2017, more than 514 million business trips were taken, spending a total of $424 billion.

Travel 186

Travel Airlines Transportation Guidelines 186

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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.

Customers

Kayako

MAY 18, 2018

If you to run a successful e-commerce store then exceptional customer service, customer satisfaction, and retention are essential. Having a well-defined customer service strategy in place can no longer be an afterthought. Below you can find five ways the largest e-commerce companies are boosting their sales through providing world-class customer service.

Customer Service 121

Customer Service Exceptional Customer Service Customer Service Strategies Customer Satisfaction 121

iCiDIGITAL

MAY 18, 2018

Digital has caught the attention of senior executives at enterprise organizations across verticals. Executives who once viewed digital strategy and customer experience as tangential to their core business now view these areas as critical to company success and possibly to survival. While having executive interest and attention in customer experience can benefit a marketing team by increasing the budget and resources available to that team for initiatives, it also comes with potential drawbacks.

Customer Experience Design 45

Customer Experience Design Customer Experience How To User Experience 45

Oracle

MAY 18, 2018

Adapted advice from Experience This! podcast with Joey Coleman and Dan Gingiss. In episode 24 of Experience This!, a customer experience podcast series, hosts and CX experts Joey Coleman and Dan Gingiss share what they learned about experiential learning from a high school teacher turned entrepreneur, Steve Spangler of Steve Spangler Science. The three discuss how our experiences in school shape the consumers – and workers – we become.

Interaction 45

Interaction Brands Tips Consumers 45

Smith+co CX

MAY 18, 2018

Now that the dust has settled, and the world hasn’t ended, it’s probably a good time to reflect on Wetherspoons’ decision to abandon their social media presence. The decision saw marketing influencers referring to the decision as “idiotic” whilst others said it "wouldn’t affect their customer experience at all.". There’s no doubt that from a brand perspective, to leave any social platform is a pretty significant call.

Social Media 28

Social Media Effort Score Advertising Brands 28

Brad Cleveland Blog

MAY 18, 2018

If your operation is chronically missing your service level target, it may be an indication of a fundamental misconception about the importance of service level. You’ll need to focus on a service level objective that your center can realistically achieve. … Continue reading → The post Service Level: Realistic Targets, Taken Seriously appeared first on Brad Cleveland.

Call Center 26

Call Center Contact Center Leadership Management 26

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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

Forrester's Customer Insights

MAY 18, 2018

The reality is that most Federal IT leaders are under increased scrutiny to deliver increased value and productivity from technology investments at the lowest cost. Simply performing a top-to-bottom technology rationalization effort will no longer make their organization instantly lean and agile. Let’s level-set the conversation: most Federal agencies are struggling to create value – […].

Technology 24

Technology Government Customer Experience Customers 24

Brad Cleveland Blog

MAY 18, 2018

If your operation is chronically missing your service level target, it may be an indication of a fundamental misconception about the importance of service level. You’ll need to focus on a service level objective that your center can realistically achieve.

Call Center 20

Call Center Contact Center Leadership Management 20

Forrester's Customer Insights

MAY 18, 2018

We’ve been researching values-based consumers for several years now, and conversation in the C-suite has progressed from “Are values really important?” to “How do we strategize accordingly?” But every now and then, lingering questions crop up that lead to misguided decision making around values. Here are two common misconceptions — and why they are wrong. […].

Company 24

Company Data Consumers B2C 24

Brad Cleveland Blog

MAY 18, 2018

If your operation is chronically missing your service level target, it may be an indication of a fundamental misconception about the importance of service level. You’ll need to focus on a service level objective that your center can realistically achieve.

Call Center 20

Call Center Contact Center Leadership Management 20

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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,

Tips

Forrester's Customer Insights

MAY 18, 2018

Federal agencies striving to meet their mission objectives increasingly adopt digital technologies to improve constituents’ experience. But many of these agencies fall short of their mark as their IT executives (see Figure 1): Navigate constantly shifting constituent and citizen expectations fueled by their experiences as consumers and the rapidly emerging digital technologies.

Technology 25

Technology Meeting Consumers Government 25

Forrester's Customer Insights

MAY 18, 2018

Back in 2009, Forrester launched its first customer experience forum. We picked New York as the location because for years we’d put on a financial services event there, and we knew that our attendees from the banking, brokerage, and insurance industries all had CX on their minds. We didn’t know how well the new event […].

Banking 22

Banking Insurance Financial Return on Investment 22