Experience Matters
MARCH 8, 2016
We published the 2016 Temkin Experience Ratings, the most comprehensive benchmark of customer experience. In the sixth year of the Ratings, we analyze feedback from 10,000 U.S. consumers to rate 294 organizations across 20 industries. Here’s the executive summary: 2016 marks the sixth straight year that we’ve published the Temkin Experience Ratings, a cross-industry, open standard benchmark of customer experience.
BlueOcean
MARCH 8, 2016
Outsourcing. It’s basically the corporate equivalent of walking down the aisle. You’re making a decision to trust someone else completely and you’re inviting them to build a future with you. Not a decision to be taken lightly. And it can induce more than a little anxiety in even the toughest executive. We’ve heard stories from VPs who spent sleepless night after sleepless night wondering if they’d done the right thing, if they’d trusted the right partner.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Vonage
MARCH 8, 2016
During a cold winter season, smart organizations get busy preparing for spring. One way to prepare is to create (or confirm) a clear and motivating vision of what you want to become. Back this vision up with customer service education and other measures and you can transform your business for the better. Your engaging service vision is one of the “12 Building Blocks for an Uplifting Service culture” we teach at UP!
Customer Bliss
MARCH 8, 2016
Ever since social media became a force, the idea of ‘social media love’ — getting positive feedback from clients and customers and fans, essentially — has been something that many brands aim for in the social space. Here’s where it all begins: for many organizations, the bottom-line business value of social media can be hard to prove.
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.
CX Journey
MARCH 8, 2016
Image courtesy of Unsplash How does your employee experience rate relative to other companies? Would your employees consider the company a great place to work? Why does that matter? While a "great place to work" might be in the eye of the beholder, I have my thoughts on what drives a great employee experience and what comprises an employee-centric culture.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
OpinionLab
MARCH 8, 2016
Empowering your consumers is the key to improved customer experience. If you look at the truly successful companies, the ones that emerge are the ones that concentrate on enabling their customers to engage with them – so that they can partner with them to build their brand. So how do you find out what your customers want? How do you empower them to provide you with this invaluable information?
Forrester
MARCH 8, 2016
If you like horror shows, forget The Walking Dead and check out global markets: In 2016, U.S. stocks got off to their worst start ever. Oil prices are in the toilet - taking oil company stocks with them - and neither looks to fully recover any time soon. Of course, both these Nightmares on Wall Street might pale in comparison to what a Brexit could do to volatility in foreign exchange rates (and therefore your P&L).
Think Customers
MARCH 8, 2016
This week, I'll be attending Enterprise Connect in Orlando where I expect to have a lot of discussions with people about communications trends involving the contact center and customers. Based on the content in the meeting invites I've received, I also expect a lot of chatter about WebRTC, Unified Communications, and the expanding use of video to strengthen the customer experience.
Nimble
MARCH 8, 2016
Working in customer care can be a rewarding job for those of us who love helping others! Here at Nimble, we understand the importance of providing our customers with the best support possible. We hire people for this job who demonstrate stellar emotional intelligence. They are naturally patient, empathic and attentive listeners. As a Care [.].
Advertisement
Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!
Brad Cleveland Blog
MARCH 8, 2016
Here are some powerful statistics that demonstrate the links between customer service, brand loyalty and long-term success. 97% of global consumers say that customer service is very important or somewhat important in their choice of and loyalty to a brand … Continue reading → The post Customer Service, Brand Loyalty and Long-Term Success appeared first on Brad Cleveland.
Nimble
MARCH 8, 2016
Working in customer care can be a rewarding job for those of us who love helping others! Here at Nimble, we understand the importance of providing our customers with the best support possible. We hire people for this job who demonstrate stellar emotional intelligence. They are naturally patient, empathic and attentive listeners. As a Care [.].
Verint
MARCH 8, 2016
For more than 25 years, when it comes to investing in—and improving—customer service, organizations have focused most of their resources on the front-end contact center operations. Understandably so, as technologies and business practices around recording and monitoring interactions for quality, as well as workforce management, have enabled organizations to wring out the maximum degrees of efficiency and effectiveness.
Brad Cleveland Blog
MARCH 8, 2016
Here are some powerful statistics that demonstrate the links between customer service, brand loyalty and long-term success. 97% of global consumers say that customer service is very important or somewhat important in their choice of and loyalty to a brand 62% of global consumers have stopped doing business with a brand or organization due to a poor customer service experience.
Advertisement
Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
Eptica
MARCH 8, 2016
Date: Wednesday, March 9, 2016 The importance of integrating Twitter into customer service. Published on: March 09, 2016. Author: Dharmesh Ghedia The conversational, open nature of Twitter easily lends itself to customer service – in fact, the social network itself claims that tweets to major brands have increased by 2.5 times over the past two years , and that 80% of some company’s inbound social media customer service requests come through Twitter.
Brad Cleveland Blog
MARCH 8, 2016
Here are some powerful statistics that demonstrate the links between customer service, brand loyalty and long-term success. 97% of global consumers say that customer service is very important or somewhat important in their choice of and loyalty to a brand 62% of global consumers have stopped doing business with a brand or organization due to a poor customer service experience.
Expert insights. Personalized for you.
191 
Let's personalize your content