Customer Bliss
MARCH 2, 2016
In the course of working with different companies throughout my career, I’ve found that leaders focused on serving customers’ lives as a way to grow their business often begin with an uncommon attitude. This attitude, in turn, leads to uncommon behaviors that build beloved companies. In the process, when these leaders speak and give interviews, they produce some amazing customer experience quotes.
BlueOcean
MARCH 2, 2016
The Situation: Ramping Up Outbound Sales Support for Peak Season. For car dealerships, the busiest time of year is always tax season. It represents the largest potential for sales, with a significantly increased number of people interested in buying than any other time of year. To harness that potential, this client, a national automotive dealership with over 130 locations throughout the US, relies heavily on outbound appointment-setting calls.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Experience Investigators by 360Connext
MARCH 2, 2016
Don’t get me started. People just want to complain and complain and shout from their Facebook page. I say forget it! This was the start of a very bumpy ride with a cab driver recently. He saw me on my phone, asked me if I was one of those who “did Facebook.” I confirmed I […]. The post Hug Your Haters: A Groundbreaking New Book by Jay Baer appeared first on Customer Experience Consulting.
Michelli Experience
MARCH 2, 2016
Having worked with Starbucks since 2004, as I began my journey to my first of two books about them ( The Starbucks Experience and later Leading the Starbucks Way ), friends and colleagues are quick to contact me whenever Starbucks makes the news. That goes for both good and bad news! Recently Starbucks announced a change in their highly regarded loyalty program and I heard both praise and deep criticism.
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.
Beyond Philosophy
MARCH 2, 2016
For years, I have talked about the emotional context of your experience both from the emotional state your customers bring to it and the cues your experience provides to them. New research reveals other important factors affect people’s emotional perception of your experience as well: where they live. The Marchex Institute released a study that measured the speech patterns of the 50 states.
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
MARCH 2, 2016
It’s hard to be in customer service. There are so many different – and conflicting – reports of what customers really want from you that it can be overwhelming to decide how to optimize your processes and allocate your resources. For instance, Teletech says that 28% of customers prefer to resolve issues via phone – […]. The post The Best Way to Serve Omnichannel Customers?
Eptica
MARCH 2, 2016
Date: Wednesday, March 2, 2016 The importance of trust to the customer experience. Published on: March 02, 2016. Author: Raymond Phillips When asked why they choose to do business with a particular organization, consumers give a variety of reasons, from price and simplicity of the buying process , to simply having the product that they want in stock.
Think Customers
MARCH 2, 2016
Get ready for an emoji tidal wave. I'm not referring to the image of a tidal wave, but an onslaught of emoji-fueled campaigns. Brands are increasingly embracing emojis in an effort to keep up with young audiences who are fluent in communicating through digital images. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
iPerceptions
MARCH 2, 2016
One of the must-attend customer experience conferences is the Next Generation Customer Experience Summit (NGCX) taking place from March 21 to 23 in Carlsbad, California. With three days to learn from thought leaders across the customer experience space and network with other innovators, attendees of the NGCX have a lot to look forward to.
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.
Amity
MARCH 2, 2016
There is an adage that it is difficult, if not impossible, to be all things to all people. For SaaS companies, it is difficult, if not impossible, to assist every customer at every point in their journey when the business is continually growing faster than resources. So what is the solution for companies that want to scale customer success? How do you continue to provide exceptional customer experience in a way that is effective and efficient?
Bold360
MARCH 2, 2016
Our online and offline experiences have officially merged with the opening of Amazon?s first brick-and-mortar bookstore in Seattle. According to the Wall Street Journal, this is the first of 300 stores expected in the near future. The message is loud and clear ? people are not giving up their shopping experience at a physical store for online shopping.
Kate Nasser
MARCH 2, 2016
How does procrastination affect others around you? JOIN The People Skills Coach™ & community in #Peopleskills global Twitter chat to explore this. The post Procrastination: JOIN #Peopleskills Chat March 6th 10amET appeared first on KateNasser.com.
ForeSee
MARCH 2, 2016
Originally posted on LinkedIn. Dad with a wallet: a Retailer’s Best Friend. Retailer’s worst nightmare? Over-engineered personalization with mismanaged content. Read on… My daughter’s 13th birthday is just around the. The post CX Backfires this Week | Amazon appeared first on ForeSee.
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,
Natalie Petouhof
MARCH 2, 2016
Tweet. What’s The Combo Up To? Blueprint, an innovator and global leader in accelerating and de-risking large, complex IT projects, and Capgemini, one of the world’s foremost providers of consulting, technology and outsourcing services, today announced a resale agreement increasing the ability for strategic customer growth worldwide. How Will Capgemini and Blueprint Work Together?
Customer Interactions
MARCH 2, 2016
With “3 Lessons Every CMO Should Follow To Improve CX from Visioncritical.com and “How Customer-Tracking Technology Can Work Without Being Creepy” from Harvard Business Review [hbr.org], there is no doubt that this week’s CMO Perspectives is full of useful tips and trends for you to follow.
Verint
MARCH 2, 2016
CRM Magazine – Roundtable Webinar. March 2; Webinar. Verint’s Greg Sherry, vice president, marketing, will present “Why Voice of the Customer Is Essential Now—Understand What Customers and Prospects Are Thinking Before It’s Too Late” at 2 p.m. ET. To successfully connect with customers and prospects, it’s essential to understand their wants and needs.
Customer Interactions
MARCH 2, 2016
It wouldn’t be 2016 and a new year without New Year predictions and resolutions. So too the industry is buzzing with the trends from last year that will affect CMOs and Customer Experience for 2016 and predictions of what you will need to focus on for the coming year.
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.
LiveChat
MARCH 2, 2016
Gathering customer feedback seems like a no-brainer now. Every company does it to a lesser or greater extent. Businesses spend thousands on setting up various customer feedback channels: surveys, emails, reviews, rates. Is it worth it? It definitely is if you know how to act on the customer feedback you get. Customer feedback can be truly eye-opening.
Customer Interactions
MARCH 2, 2016
A few weeks ago we talked about how Medium will change the blogging landscape as we know it, well this week we feature not one but two pieces published on Medium.
Provide Support
MARCH 2, 2016
No matter how hard we try we simply cannot please 100% of the people 100% of the time, that’s why customer complaints are inevitable in customer service. Whatever the problem might be, the way you address unhappy customers and handle their complaints can have a major impact on your company’s reputation. Obviously, ignoring complaints and failing to resolve them can make your customers leave and spread negative word of mouth.
Expert insights. Personalized for you.
133 
Let's personalize your content