Experience Matters
JUNE 2, 2016
We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers. Toyota and Mercedes-Benz deliver the best customer experience amongst auto dealers, according to the 2016 Temkin Experience Ratings, an annual ranking of companies based on a survey of […].
Customer Bliss
JUNE 2, 2016
This will be a shorter post as it’s been a crazy week. (Aren’t they all?) First things first: I hope you’ve been checking out my podcast. We’re up through seven episodes with a few others coming the next few Tuesdays. So far, I’ve interviewed CCO leaders at St. Jude (Martin Hand), Liberty Mutual (Margie Dillon), Northern Trust (Scott Dille), the Smithsonian (Samir Bitar), Audi (Mark Ramsay), the Columbus (OH) Metro Library system (Alison Circle), and Premara Blue C
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Experience Matters
JUNE 2, 2016
We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers. National Rent A Car, Enterprise Rent-A-Car, and Alamo Rent A Car deliver the best customer experience in the rental car industry, according to the 2016 Temkin Experience Ratings, […].
Beyond Philosophy
JUNE 2, 2016
We all want to be happy. But how do you consistently make your customers happy? Experts from companies like Disney and SoulCycle offered good advice on this subject during a panel discussion on designing happiness at SXSW. As customer experience consultants, we know that happiness is one of the key emotions that drives short term purchases and longer term brand loyalty.
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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.
OpinionLab
JUNE 2, 2016
We’ve talked a lot on the CX LabNotes blog recently about how to improve your website to ensure it helps you achieve your goals, specifically why complete redesigns often fail and the value of factoring what your customers think into any decision. It used to be that companies would be on a constant cycle of designing a new website, waiting for it to date and then starting the process again.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Influitive
JUNE 2, 2016
Here’s a simple fact: the human brain is wired for reciprocity—the need to give back after we receive. Take this example: a collaborative study done by researchers from four universities documented how bringing candy to a table after a meal influenced the value of tips that servers received. The results were astounding. If servers gave a piece of candy with the bill, they got 3% higher tips.
Middlesex Consulting
JUNE 2, 2016
The other day I was speaking about customer value creation at a customer experience conference. Most of the attendees were from the services industry. At one point, an audience member (and conference organizer) asked me “what’s the difference between customer value creation and good old solutions?” I answered “not much at all.
Think Customers
JUNE 2, 2016
Omnichannel has become more than a buzzword; it's the customer experience goal of many companies. But organizational silos, lack of technology integration, and falling short in digital engagement often prevent organizations from achieving their well-intentioned plans. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
COPC
JUNE 2, 2016
The Customer Experience: Where Brand Promise and Operations Intersect. Recently I had the privilege of leading a discussion with executives from leading brands at the recent Customer Experience Exchange Retail event in Miami, FL. This esteemed group and I discussed how it is no longer enough to compete on product or price alone. Your customer’s experience is the only true differentiator that drives loyalty and turns your customer into an advocate for your brand.
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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.
Myra Golden
JUNE 2, 2016
Myra Golden Customer Service Training Highlight. Verbal Aikido: A non-agressive, highly effective strategy for handling difficult customers. Thanks to the Internet and social media, customers are more savvy now than ever before. Although this sounds like a good thing, the net result is an increase in stress for frontline customer service professionals.
CSM Magazine
JUNE 2, 2016
In today’s digitally connected world it’s critical that you don’t sit on the sidelines and observe—you must actively engage with your customers. Elena Lockett at FM Outsource, digs deeper into the hidden side of social media. So you’re available on Twitter, Facebook, LinkedIn and even Google+ – you’ve put your brand out there on social media, and even that makes you better than the vast majority.
Myra Golden
JUNE 2, 2016
Three Unique Professional Development Events for Customer Service Professionals. Created and Facilitated by Myra Golden. How to Handle Difficult Customers Using Verbal Aikido. 5 Aikido Principles for Creating Calm, Defusing Anger and Moving to Closure with Difficult Customers. August 10, 2016 1:00pm ET – 2:00pm ET. Creating calm with difficult customers is not a matter of using aggressive tactics.
Customer Interactions
JUNE 2, 2016
A Clear, Comprehensive Approach to Customer Journeys Delivers Your CX Program to Glory
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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,
Myra Golden
JUNE 2, 2016
Three Unique Professional Development Events for Customer Service Professionals. Created and Facilitated by Myra Golden. How to Handle Difficult Customers Using Verbal Aikido. 5 Aikido Principles for Creating Calm, Defusing Anger and Moving to Closure with Difficult Customers. August 10, 2016 1:00pm ET – 2:00pm ET. Creating calm with difficult customers is not a matter of using aggressive tactics.
Brad Cleveland Blog
JUNE 2, 2016
It was great to be included in an article Telus International put together on retaining millennial customers. The article focuses on the financial services industry, but the principles apply to many other industries. Lindsey Groepper of BlastMedia and John Rampton … Continue reading → The post Four Keys to Retaining Millennial Customers appeared first on Brad Cleveland.
Myra Golden
JUNE 2, 2016
Myra Golden Customer Service Training Highlight. Verbal Aikido: A non-agressive, highly effective strategy for handling difficult customers. Thanks to the Internet and social media, customers are more savvy now than ever before. Although this sounds like a good thing, the net result is an increase in stress for frontline customer service professionals.
Brad Cleveland Blog
JUNE 2, 2016
It was great to be included in an article Telus International put together on retaining millennial customers. The article focuses on the financial services industry, but the principles apply to many other industries. Lindsey Groepper of BlastMedia and John Rampton of Due were also interviewed for the article. You can read it here.
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.
Vonage
JUNE 2, 2016
I purchased a video-conferencing unit to connect my office visually with clients all over the world. To use the equipment I need a high-speed telephone line. “No problem,” I thought, “I’ll just call the telephone company.” I was expecting decent customer service quality. The telephone company referred me to the ISDN Department for high-speed access.
Brad Cleveland Blog
JUNE 2, 2016
It was great to be included in an article Telus International put together on retaining millennial customers. The article focuses on the financial services industry, but the principles apply to many other industries. Lindsey Groepper of BlastMedia and John Rampton of Due were also interviewed for the article. You can read it here.
Kayako
JUNE 2, 2016
Did you know that customer support managers who work alone earn more than those who manage a team of agents? And did you know it takes an extra $10k per year for a customer support professional to go from being satisfied with their job to very satisfied? In the Customer Support State of the Profession Report 2016 , we surveyed 116 individuals, with respondents ranging from support agents to VPs of Customer Support and CEOs.
Natalie Petouhof
JUNE 2, 2016
Tweet What drives business models? Do you know if your business model is linear or exponential? What would determine if the business model was exponential or linear? One good example of linear vs exponential business models is given in my new report: The Digital Disruption Blindspot. In this report, I compare Kodak, whose business model was in the chemical and paper business to digital picture taking (digital devices and derivative businesses related to digital devices – like Instagram.).
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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.
Talkdesk
JUNE 2, 2016
This blog post is an Opentalk 2016 panel recap. For more Opentalk content, check out Opentalk Full Coverage. Moderator: Blaire Fernandez , Director of Customer Success, Talkdesk. Panelists: Nick Mehta , CEO, Gainsight. Tien Tzuo , CEO & Founder, Zuora. Modern customer success. TIEN : In today’s economy, everything you need to do has to eventually lead back to the customer.
Avaya
JUNE 2, 2016
Avaya is honored to be recognized as a leader in Gartner’s Magic Quadrant for Contact Center Infrastructure worldwide. Avaya has been the only vendor having the distinction of being named a Leader for 16 consecutive years. Each year the research organization creates a market view of key players for business users, reflecting business goals, needs, and priorities.
Michelli Experience
JUNE 2, 2016
Avaya
JUNE 2, 2016
Avaya is honored to be recognized as a leader in Gartner’s Magic Quadrant for Contact Center Infrastructure worldwide. Avaya has been the only vendor having the distinction of being named a Leader for 16 consecutive years. Each year the research organization creates a market view of key players for business users, reflecting business goals, needs, and priorities.
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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?
Provide Support
JUNE 2, 2016
In today’s digital, fast-paced world customer expectations and the rules of customer engagement are rapidly changing. What used to be acceptable and satisfactory in customer service a while ago is no longer enough. Being able to recognize and adjust to these new dynamics is absolutely vital in acquiring and retaining customers. While failure to address the changing consumer needs can put your business at risk.
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