Experience Matters

MARCH 15, 2016

We just published a Temkin Group data snapshot, Media Use Benchmark, 2016. This is our annual analysis of how much time consumers spend using different media channels (see last year’s data snapshot). Here’s the data snapshot description: In January 2016, we surveyed 10,000 U.S. consumers about their media usage patterns and compared the results to similar data we […].

Data 152

Data Groups Analysis Consumers 152

Kristina Evey

MARCH 15, 2016

Customer expectations can make or break their perception of the customer experience they’ve had when working with us. The way to ensure success is to MANAGE their expectations. Let them know what to expect, when, and how it will happen every step along the way. This podcast delivers strategies to keep everyone on the same page and promote successful outcomes.

Customer Expectations 139

Customer Expectations Customer Experience Management Loyalty 139

CX Journey

MARCH 15, 2016

What are the Four Moments of Truth? And do they fit into experience design? Last year, I wrote about moments of truth , defining them as: that make or break moment in the customer journey, that moment when, if all goes well, the customer will continue the journey and complete the task or interaction; he will do (or continue to do) business with you.

Customer Journeys 94

Customer Journeys Customer Experience Design Advertising Customer Experience Professionals 94

Beyond Philosophy

MARCH 15, 2016

There are so many things that impact our customers and their experience. When you’re starting to sort this out (and even after you think you know) often times it’s hard to know what variables to focus on. What aspect of the experience deserves the most attention? What are the emotions that are most important to evoke? It can be very confusing and overwhelming.

Customer Experience 92

Customer Experience Customer Journeys Customers Customer Care 92

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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.

Customers

Think Customers

MARCH 15, 2016

Last week at Enterprise Connect , one of the most talked-about topics was video, especially as it can be used by customer care agents to communicate with customers. Depending on how companies go about deploying video communication technologies, some of the challenges that have impeded adoption is the high amount of bandwidth consumed by video as well as cost constraints.

Contact Center 59

Contact Center Video Customer Care Communication 59

LiveChat

MARCH 15, 2016

Recently, I’ve read an interesting customer service story. It was a story of an American Express customer who made a decimal mistake while making a payment and paid thousands of dollar instead of hundreds. He called AmEx to inform them about the mistake. He was assured that the problem won’t affect his account and all charges will be refunded. A few days later the customer has received a call from his wife with information that all their debit cards are suspended.

Policies 44

Policies Customer Service Customer Experience Customer Service Representative 44

Avaya

MARCH 15, 2016

One of the most common stumbling blocks I encounter when working with customers is around their Avaya records. These records show Avaya Support not only which Avaya products the customer’s purchased and the level of support the customer is entitled to, they’re also critical for enabling remote connectivity and alarm monitoring. If you haven’t already read my blogs on the value of Avaya remote connectivity (42% faster time to resolution) and the value of EXPERT Systems alarm monitoring (73% more

Connections 41

Connections Video Training Software 41

Natalie Petouhof

MARCH 15, 2016

Tweet As part of the product keynote sessions Jive is unveiled the next generation of interactive intranet and customer communities. In addition, Jive unveiled how the WorkHub and new Jive Identity Service will unite all aspects of a person’s business ecosystem – from colleagues across a company to individual teams, to external stakeholders such as customers and partners – all in one, seamless collaboration experience.

Healthcare 40

Healthcare ROI Employee Engagement Social Media 40

Verint

MARCH 15, 2016

When was the last time you actually walked into your bank or even spoke to a bank representative? For many of us, these activities are now rare occurrences. When was the last time you had a travel agent book a trip for you? It has probably been quite a while, since many people now prefer to research and book the individual trip components themselves.

Self Service 30

Self Service Banking Travel Customer Experience 30

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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.

Communication

Myra Golden

MARCH 15, 2016

Customer Experience 40

Customer Experience Customers 40

Michelli Experience

MARCH 15, 2016

Infographics 109

Infographics Employee Engagement Consulting Customer Experience Design 109