InMoment XI
JULY 28, 2016
In the automotive industry the perception of car manufacturers and consumers are drifting miles apart Authors: Jörg Sgries & Catja Sander 2016 has so far not been the best year for the automotive industry. The VW scandal has dragged all other German manufacturers into the pit. This is confirmed by the trust index of GPRA, View Article.
Experience Matters
JULY 28, 2016
In a previous post, I described how today’s management techniques reflect outdated assumptions of technology-enabled practices, human behavior, and the meaning of success. That’s why organizations must shift to what I’m calling Modernize Leadership. I’m writing individual posts for each of the eight key changes required to modernize leadership.
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InMoment XI
JULY 28, 2016
In the automotive industry the perception of car manufacturers and consumers are drifting miles apart Authors: Jörg Sgries & Catja Sander 2016 has so far not been the best year for the automotive industry. The VW scandal has dragged all other German manufacturers into the pit.
Alida
JULY 28, 2016
The following is an excerpt from the e-book Big Data and Beyond. To learn more about this topic, join us at the 2016 Customer Intelligence Summit , where Lauren Meewes, senior program manager of seller at eBay, and Catherine Makk, vice president of global insights at HarperCollins, will share how to use customer feedback to give context and meaning to big data.
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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.
InMoment XI
JULY 28, 2016
In the automotive industry the perception of car manufacturers and consumers are drifting miles apart 2016 has so far not been the best year for the automotive industry. The VW scandal has dragged all other German manufacturers into the pit. This is confirmed by the trust index of GPRA, the association of leading communication agencies.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Experience Investigators by 360Connext
JULY 28, 2016
So content is king, right? Or is it context? What about the once and future king, conversion?? Content continues to be a driver for smart companies who want to attract the right prospects, market to those who want to buy and eventually convert those prospects to sales! Yee haw. Inbound sales and content marketing are […]. The post When Content is Just for Marketing, Everyone’s Missing Out!
Comm100
JULY 28, 2016
A lot of different concerns crop up when you consider the best way to train your team in customer service. It’s enough work to consider all of your options and find the best course ; you also have to learn how to implement the training to get the highest ROI. But now you can stop guessing, as we’re presenting you with some of the best customer service training advice in the industry from a seasoned professional, Ray Miller , who is the CEO of e-learning solution company The Training
CX Journey
JULY 28, 2016
Image courtesy of Shep Hyken What happens when Shep Hyken invites me to talk about customer experience? Amazing things happen! Shep and I could talk customer experience all day. If you don't know who Shep Hyken is, you've been living under a rock for quite some time now! Shep is, undoubtedly, the #1 thought leader and influencer when it comes to customer service.
OpinionLab
JULY 28, 2016
The first commercial mobile phone came to market in 1983. It was the Motorola DynaTac, the “brick” made famous by Gordon Gecko in the movie Wall Street, and it cost you a cool $3995.00. It wasn’t smart at all. And, it was the only game in town. 33 years later and times have changed. Today, you can choose from hundreds of smartphones and tablets from dozens of manufacturers.
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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.
Talkdesk
JULY 28, 2016
Even the most well-run, customer-centric contact centers deal with angry callers every day. In some ways, this is just the nature of call centers. Customers who reach out for phone support are invariably looking for immediate assistance with a problem directly related to your company’s product or service. One very natural reaction to having a problem is anger.
Waypoint Group
JULY 28, 2016
As the leader of a B2B company, you want to see your growth indicators going off the charts. You’re always looking for a way to do more, better, with less. The question is, “How?” Especially for B2B firms, the answer is both surprising and potentially disappointing: It’s all about how well you collect and act upon feedback – from the right people – within your […].
Talkdesk
JULY 28, 2016
Voicemail is an essential call center feature for a variety of reasons. Providing callers with the option to leave a voicemail can reduce call queues, ease call volume stress for agents and direct callers to a solution after the maximum wait time or queue size has been reached. For these reasons, voicemail is a standard feature in most call center software solutions.
Myra Golden
JULY 28, 2016
We created our customer experience eLearning portal to fully prepare frontline employees to deliver friendly, empathic and personable interactions over the phone, email and chat. Delivered in short engaging modules that you pick and choose from, this is a great professional development platform to set new hires up for success and it’s a great skill primer for employees needing a warmer and friendlier touch in interactions.
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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,
CSM Magazine
JULY 28, 2016
Technology sometimes gets a bad reputation, especially in the business world. “My email inbox is too full!” complain many employees, with some companies believing it’s so damaging for efficiency and morale that internal emails are totally banned. But, is technology the monster it’s made out to be, or does it actually have a positive impact on business communication?
Peter Lavers
JULY 28, 2016
This series of blogs is based on the early results of research undertaken by Peter Lavers on customer centricity. Participants are asked to tell us what, if anything, they are pulling their hair out over when it comes to customer centricity. There are 10 statements to agree or disagree with that could relate to the issues faced. Respondents are asked how well each statement describes their business, and the 3rd most agreed with statement is : “My company has too much of a “numbers focus” on prod
Forrester's Customer Insights
JULY 28, 2016
In Forrester's new report, The Insights-Driven Business , my colleague's Ted Schadler, Brian Hopkins and I have identified a predator: the insights-driven business. These businesses are vigorously applying insights to decisions and customer engagements at every opportunity. Their leaders really have a fundamental and emotional understanding of the value of insights to driving their business today - and for developing its future.
Brad Cleveland Blog
JULY 28, 2016
First-contact resolution (FCR) is a popular performance measure in customer contact centers. And that’s a good thing: Unresolved contacts are a common source of customer dissatisfaction, and the organization tends to incur many additional expenses (repeat contacts, rework, etc.) when … Continue reading → The post Perspective on First-Contact Resolution appeared first on Brad Cleveland.
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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?
Qualtrics
JULY 28, 2016
Finding out what your customers are feeling is pivotal for knowing what decisions to make. Maya Angelou said, “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”. This holds true in business. JetBlue has used conjoint analysis and maxdiff to understand how their customers are feeling and has used that information to build a world-class customer experience program.
Brad Cleveland Blog
JULY 28, 2016
First-contact resolution (FCR) is a popular performance measure in customer contact centers. And that’s a good thing: Unresolved contacts are a common source of customer dissatisfaction, and the organization tends to incur many additional expenses (repeat contacts, rework, etc.) when issues are not fully resolved. However, despite clear benefits, FCR must be implemented carefully.
Customer Interactions
JULY 28, 2016
Robert Zoch, Marketing, NICE Co-authored by Yogev Krife.
Brad Cleveland Blog
JULY 28, 2016
First-contact resolution (FCR) is a popular performance measure in customer contact centers. And that’s a good thing: Unresolved contacts are a common source of customer dissatisfaction, and the organization tends to incur many additional expenses (repeat contacts, rework, etc.) when issues are not fully resolved. However, despite clear benefits, FCR must be implemented carefully.
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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.
CSM Magazine
JULY 28, 2016
The boundaries between digital and physical are now increasingly blurring, especially in B2C with its intense pace and volume of customer interactions that spill over multiple channels. As a large portion of these B2C interactions happen in the absence of a sales representative as such, customers’ independent experience with brands becomes everything.
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