InMoment XI
MARCH 1, 2016
Does your CX program deliver timely feedback to the people who are empowered to take action? My husband and I recently splurged to stay at a high end hotel while attending Austin City Limits. Given the steep nightly rate, we were surprised at the incredibly small room we were given with a clear view of.
CX Journey
MARCH 1, 2016
Image courtesy of AnitaBurke1 Is your customer experience legendary? Do companies even know what it means to deliver "legendary customer service?" I've been dealing with a provider for the last three and a half months that claims to deliver "legendary customer service." They tout this on their website, in their emails, and even on their voicemails. The problem is, their service is not legendary - at least not in the (positive) way I'm sure they want it to be.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
InMoment XI
MARCH 1, 2016
Does your CX program deliver timely feedback to the people who are empowered to take action? My husband and I recently splurged to stay at a high end hotel while attending Austin City Limits. Given the steep nightly rate, we were surprised at the incredibly small room we were given with a clear view of. View Article.
Kristina Evey
MARCH 1, 2016
Empathy is crucial in building business relationships that separate us from a world of process and automation. This podcast gives detailed examples of exactly what empathy is, why it is important in business, and how to develop it within your staff and business. [link]. Empathy is crucial in building business relationships that separate us from a world of process and automation.
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.
InMoment XI
MARCH 1, 2016
Does your CX program deliver timely feedback to the people who are empowered to take action? My husband and I recently splurged to stay at a high end hotel while attending Austin City Limits. Given the steep nightly rate, we were surprised at the incredibly small room we were given with a clear view of.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Experience Matters
MARCH 1, 2016
We just published a Temkin Group report, Mobile Experience Review: Purchasing an eGift Card. The report uses our SLICE-B experience review methodology to evaluate mobile experiences. We attempt to achieve a specific customer goals and then grade the experience on 12 criteria across six areas: Start, Locate, Interact, Complete, End, and Brand Coherence.
Andrew Mcfarland
MARCH 1, 2016
Benjamin Franklin once wrote that “the bitterness of poor quality remains long after the sweetness of low price is forgotten.” I love this quotation because it serves as a reminder that price is just one part of a customer’s experience.
Think Customers
MARCH 1, 2016
One of the things I like most about LinkedIn, Twitter, and Facebook (and Google Alerts, for that matter) is the access these channels provide to thought leadership on so many different topics. I enjoy being able to pick up insights from recognized industry and topic experts and from everyday practitioners that are in the trenches. In many cases, the articles and blogs that people post serve as a useful reminder of best practices in marketing, customer service, and other disciplines.
Topdown
MARCH 1, 2016
Our customers have told us that they want and need customer communications management (CCM) software that allows line-of-business users to create or modify layouts and document templates without help from technologists. and without having to learn HTML5 or CSS3. They want an intuitive, visual interface like what is now available from user-friendly web design tools, such as Squarespace and Wix.
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!
CSM Magazine
MARCH 1, 2016
John Tschohl looks at four companies who have built their success on delivering fast service. “Today’s consumers want speed and convenience, but they also want a great customer experience.” –John Tschohl. When it comes to customer service, we all want to “get out” quickly and get back to our lives. Generally speaking, just about the only time customers are going to contact you is when they need help, so speed counts in getting them where they’d like to be.
Brad Cleveland Blog
MARCH 1, 2016
Last week’s Contact Center Insider, ICMI’s weekly e-newsletter, includes an article I wrote “Understanding the ‘Power of One’ – As Important as Ever.” While we know the impact each agent has on individual customers and the subsequent publicity (good or … Continue reading → The post Understanding the “Power of One” appeared first on Brad Cleveland.
Amity
MARCH 1, 2016
Founded in 2003, LinkedIn connects the world's professionals to make them more productive and successful. With more than 414 million members worldwide, LinkedIn is the world's largest professional network on the Internet. The company has a diversified business model with revenue coming from talent solutions, marketing solutions, and premium subscription products.
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.
Brad Cleveland Blog
MARCH 1, 2016
Last week’s Contact Center Insider, ICMI’s weekly e-newsletter, includes an article I wrote “Understanding the ‘Power of One’ – As Important as Ever.” While we know the impact each agent has on individual customers and the subsequent publicity (good or bad) that can come from those experiences, the power of one refers more specifically to queues and wait times.
Brad Cleveland Blog
MARCH 1, 2016
Last week’s Contact Center Insider, ICMI’s weekly e-newsletter, includes an article I wrote “Understanding the ‘Power of One’ – As Important as Ever.” While we know the impact each agent has on individual customers and the subsequent publicity (good or bad) that can come from those experiences, the power of one refers more specifically to queues and wait times.
Expert insights. Personalized for you.
244 
Let's personalize your content