Customer Bliss
MAY 19, 2016
It’s been a busy week (aren’t they all?) because of CX Week , where I had the pleasure of speaking with Mark Ramsey of Audi about their customer experience transformation. I did want to create a quick blog post about customer experience competencies, however. I write about this often because it’s the cornerstone of the work we all do.
CX Journey
MAY 19, 2016
Photo from www.lucnix.be. 2007-09-08 Today I'm pleased to share a guest post by Paul Laughlin. When I talk with research leaders across the UK (and Europe), I consistently hear some common woes. The problem for research leaders today Many feel under-utilised and almost all suggest they appear to have less influence than they had in the past. With regard to the cause of this "demotion," many cite the rise of executive interest in Big Data and Analytics.
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OpinionLab
MAY 19, 2016
The customer journey map is an essential tool for organizations needing to address the persistent cross-channel CX challenges that hinder a unique and frictionless user experience. Without a customer journey map, you’re unlikely to be able to provide a consistently positive experience at each interaction point. Today’s customers expect every stage along their journey – from initial research to selection to purchase to advocacy – to be seamless across all channels and devices.
Promoter.io
MAY 19, 2016
Imagine you’re sitting down at a restaurant, just finishing up a fantastic meal, which was surprisingly topped by the fast and attentive service given by your waiter, when the Manager walks up and greets you at your table. You exchange some pleasantries and she politely asks about your experience. Excited to share, you begin to […]. The post The Big Mistake Companies Make Repeatedly With Their Customers appeared first on Promoter.io Blog.
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Think Customers
MAY 19, 2016
The U.S. has long been experiencing an employee engagement crisis. That's changing, according to Gallup. Gallup's tracking in March showed an upturn, indicating that companies may be breaking through engagement barriers that have caused stagnant numbers in recent years. March's numbers showed that the percentage of U.S. workers whom Gallup considers "engaged" in their jobs averaged 34.1 percent in March, the highest level since Gallup began tracking U.S. workplace engagement daily in January 201
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Talkdesk
MAY 19, 2016
Well, it’s official. Opentalk 2016 was a great success! Hundreds of customer-centric business leaders gathered together to discuss the future of the customer experience. There were many impactful moments at the summit and a whole lot was said both on and offstage about what the future holds. We thought the best way to sum things up was to review some of the most powerful quotes from our speakers and panelists.
The DiJulius Group
MAY 19, 2016
Win a ticket to the 2016 Secret Service Summit! We want to hear the best things you took from last year’s Secret Service Summit, how you implemented those into your business, and the results. Please submit a 90 second video sharing and showing what impacted you and how you used it in your business. The […].
dscout People Nerds
MAY 19, 2016
A guide to eating your own dog food with product research—and surviving it.
Kayako
MAY 19, 2016
Everyone loves self-service content. It’s a fabulous way to build trust with your customers and to help them find answers to their questions in a timely manner. What happens, though, if the answer they get is for a part of your product that you changed six months prior? Will that help or harm your customer relationship? Will it answer their question?
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dscout People Nerds
MAY 19, 2016
How to nail your first-time user experience—from launching to scaling.
Influitive
MAY 19, 2016
Those who work in finance are detail-oriented, consummate professionals. They can seem like outsiders, working a monotonous—often thankless—job, but the work that finance professionals do is critical to any business. Engaging with finance professionals is challenging when you consider that they can fall into one of two distinct personas, based on their position: Mid-level professionals tend to be more introverted, yet self-confident, preferring quiet recognition versus being in the spotlight.
dscout People Nerds
MAY 19, 2016
Strategies to recruit mobile research participants.
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