InMoment XI

DECEMBER 27, 2016

Scores, the very mechanism intended to rally employees around improving customer experience, often lead to employees taking their eyes off the ball. Some company cultures become so obsessed with turning arbitrarily labeled “Detractors” and “Passive” customers into “Promoters,” that they seem to forget that a great customer experience is the desired outcome.

Culture 249

Culture Customer Experience Company Customers 249

Experience Matters

DECEMBER 27, 2016

Voice of the Customer (VoC) programs are a central part of most customer experience efforts. Here’s some interesting data snippets from the recent report, State of VoC Programs, 2016. For additional info, check out our VoC resource page. You can download (and print) this infographic in different forms: Infographic: infographic in pdf, infographic in png Poster (12″ x […].

Infographics 286

Infographics Resources Report Customers 286

InMoment XI

DECEMBER 27, 2016

Scores, the very mechanism intended to rally employees around improving customer experience, often lead to employees taking their eyes off the ball. Some company cultures become so obsessed with turning arbitrarily labeled “Detractors” and “Passive” customers into “Promoters,” that they seem to forget that a great customer experience is the desired outcome.

Culture 200

Culture Customer Experience Company Customers 200

Experience Matters

DECEMBER 27, 2016

Voice of the Customer (VoC) programs are a central part of most customer experience efforts. Here’s some interesting data snippets from the recent report, State of VoC Programs, 2016. You can download (and print) this infographic in different forms: Infographic: infographic in pdf, infographic in png Poster (12″ x 24″): poster in pdf, poster in png Filed under: […].

Infographics 286

Infographics Report Customers Customer Experience 286

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Michelli Experience

DECEMBER 27, 2016

I am proud to say that Horst Shultze, the founder of the modern-day Ritz-Carlton Hotel Company, has been a mentor. One day, I was asking Horst about a client of mine that was struggling to engage customers. As I presented the challenge to Horst, I explained the efforts the company’s leaders had exerted to, “improve the quality of their customer experience so that most customers had less pain during interactions”.

Customer Experience 223

Customer Experience Hotels Leadership Customers 223

Win the Customer

DECEMBER 27, 2016

Social Media has become not just a prominent platform for marketing and advertising but also an accessible tool for forming and improving customer relationships. Becoming a major part of online activity, customers are jumping on the web and demanding communication with brands, with an expectation of quick and suitable responses. In fact, JD Power conducted a survey and found that 67 percent of respondents admitted to having contacted a company for support via social media.

Social Media 100

Social Media Self Service Tips Advertising 100

ShepHyken

DECEMBER 27, 2016

Bill Aston Shares the Roles (and Challenges). of Using Technology to Provide Amazing Customer Service. Have you thought about how you and your organization can use technology to enhance the customer service experience? Shep Hyken speaks with Bill Aston about how the pace of change is increasing in the customer care environment. They discuss how companies must now rely on technology to deliver a satisfactory customer experience due to increased demands placed on them.

Exercises 86

Exercises Video Insurance Technology 86

transcosmos Information Systems

DECEMBER 27, 2016

Cutting-edge technologies will continue to dominate in 2017. This means more efficiency and faster turnaround time for technology-based tasks. But as with all things new, there are also underlying implications that are bound to be felt in some areas. Without further ado, here are the top IT trends for 2017 that are likely to impact in varied ways those in the business and tech sectors: The Rise of the Bots.

Trends 0

Trends e-support Healthcare Technology 0

Andrew Mcfarland

DECEMBER 27, 2016

Revitalize how you think about and act on improving the customer experience at your business in 2017 by reviewing the 10 Most Popular Customer Experience posts of 2016. A series I started in 2013. This year was interesting because some.

Customer Experience 80

Customer Experience Customers 80

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Communication

LiveChat

DECEMBER 27, 2016

Relationship marketing is about forming long–term relationships and focusing on customer loyalty. It stands in contrast to the more traditional transactional marketing approach, which focuses on increasing the number of individual sales. In the transactional model, a customer may be convinced to select your brand one time, but without a strong relationship marketing strategy, the customer may not come back in the future.

Marketing 51

Marketing Social Media Loyalty Programs Customer Centricity 51