ijgolding
SEPTEMBER 13, 2016
Since I have been writing, summer holidays have been a regular feature in my posts. As someone who tends to use his own experiences to bring the principles of Customer Experience to life, this is not surprising! The following are my five favourite articles to date: ‘We only want one room!’ Will your summer holiday experiences create the right memories?
Experience Investigators by 360Connext
SEPTEMBER 13, 2016
Customers are tracking brands and how they how they interact with customers. And they’re giving their friends all the dirt they find on your brand! They’re sharing information like who to contact to get things done, and when’s the best time to call and actually get an answer. They may not contact you directly about it, […]. The post 3 Ways Customers are Tracking Brands (and Judging YOURS!
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NICE inContact
SEPTEMBER 13, 2016
“You are only as good as your weakest channel.” – Nancy Jamison, Principal Analyst, Frost & Sullivan. This is one of our favorite quotes from a leading analyst in the contact center space. If you know Nancy, you may have heard her say it yourself. It speaks to the changing customer landscape and the importance of staying up-to-date on what technology customers actually want to use – not the technology you think they want to use.
GetFeedback
SEPTEMBER 13, 2016
Unhappy customers force companies to confront and solve the problems that are negatively impacting their business, and those solutions can lead to success.
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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.
Customer Bliss
SEPTEMBER 13, 2016
It was a busy summer for us, in part because we moved — but in part because I had the honor of doing a few keynote speeches at different organizations. I was supposed to roll out a new podcast today, but we had some timing issues (try getting people on the same page after Labor Day as FY17 strategy sessions are taking place), and I decided to do a quick post on the keynote side of my work.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Heart of the Customer
SEPTEMBER 13, 2016
The intangibles matter. Don’t let bad research ruin your customer experience. Bad research can wreak havoc with your customer experience. It can lead you to ignore a critical moment of truth while working on something with less impact. In one journey map project, we were hired to extend a Big Research Company’s research. They had […]. The post Just because your customers say it isn’t important doesn’t make it so appeared first on Heart of the Customer.
Magellan Solutions
SEPTEMBER 13, 2016
This September 2016, Magellan Solutions is celebrating its 11 years in the BPO industry. It is 11 years of helping SMEs and large corporations deliver great customer experiences around the world. Its formal operations started in August 2005 as an inbound call center with just 14 agents and 1 team leader from its first office. “We work as one,” said Fred Chua, Magellan Solutions CEO in his closing speech during the Magellan Solutions 11th year anniversary party.
Avaya
SEPTEMBER 13, 2016
When we talk about the state of public safety today, we unfortunately have to recognize the devastating tragedies that have forever affected our communities, schools and businesses worldwide. Research shows that we’re currently experiencing four times as many terrorist attacks globally than in 1990. This month alone, there have been 120 confirmed or suspected attacks—an increase from around 95 in January.
Myra Golden
SEPTEMBER 13, 2016
A corporate trainer in one of my client organizations is gung-ho on the Zappos culture and she is convinced that what her contact center needs is agents trained to make small talk with customers and empowerment so agents can consistently deliver wow experiences – “Just like Zappos does,” she says. Now, I love what Zappos has done. I have delivered many a keynote and webinar on the Zappos culture.
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
ForeSee
SEPTEMBER 13, 2016
Registration for ForeSee Connect 2017, our annual client summit championing customer experience (CX), is now open! The ForeSee summit is where the very best leaders of CX across multiple industries. The post Register for ForeSee Connect 2017 and save! appeared first on ForeSee.
Myra Golden
SEPTEMBER 13, 2016
A corporate trainer in one of my client organizations is gung-ho on the Zappos culture and she is convinced that what her contact center needs is agents trained to make small talk with customers and empowerment so agents can consistently deliver wow experiences – “Just like Zappos does,” she says. Now, I love what Zappos has done. I have delivered many a keynote and webinar on the Zappos culture.
Strativity
SEPTEMBER 13, 2016
New study released today by Harvard Business Review Analytic Services uncovers disconnect between executives and employees. NEW YORK, September 13, 2016 –Change is inevitable throughout business, but current change programs have failed to deliver as planned. According to Harvard Business Review Analytic Services, only 9% of people say that change initiatives succeeded in their company.
dscout People Nerds
SEPTEMBER 13, 2016
Introducing instant cut-and-paste magic in the dscout platform.
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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,
Brad Cleveland Blog
SEPTEMBER 13, 2016
The post Leading a Distributed Team appeared first on Brad Cleveland.
Beyond Philosophy
SEPTEMBER 13, 2016
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. For any offline or online social word-of-mouth initiative to be impactful with key stakeholders, financially and otherwise, there must first be full realization of what it can and can’t do, and what it is and what it isn’t. Based on broad WOM program experience with b2b and b2c clients around the world, I’ve developed four general ‘rules’ for accomplishing this: 1.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
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