Experience Matters
OCTOBER 11, 2016
We published a Temkin Group report, Net Promoter Score Benchmark Study, 2016. This is the fifth year of this study that includes Net Promoter® Scores (NPS®) on 315 companies across 20 industries based on a study of 10,000 U.S. consumers. Here’s the executive summary: As many large companies use Net Promoter® Score (NPS) to evaluate their customer loyalty, Temkin Group […].
InMoment XI
OCTOBER 11, 2016
From time to time, clients ask why their internal customer experience (CX) tracking programs appear to yield different results than independent third-party syndicated studies. In the automotive customer experience industry, the independent studies most clients ask about are the JD Power Sales Satisfaction Index (SSI) and Customer Service Index (CSI) studies, and the MaritzCX New.
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Customer Bliss
OCTOBER 11, 2016
Episode Overview. Mark Weinstein is the Senior Vice President of Customer Engagement, Loyalty and Partnerships for Hilton Worldwide. Like many customer experience executives, he searched for a career path that matched his skills and passion for helping customers comprehensively across the business. Mark’s been with Hilton since 2010 — prior to that he was with MarketBridge and PwC — and one of the most interesting aspects of this episode is walking through his career path and
InMoment XI
OCTOBER 11, 2016
From time to time, clients ask why their internal customer experience (CX) tracking programs appear to yield different results than independent third-party syndicated studies. In the automotive customer experience industry, the independent studies most clients ask about are the JD Power Sales Satisfaction Index (SSI) and Customer Service Index (CSI) studies, and the MaritzCX New.
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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.
GetFeedback
OCTOBER 11, 2016
The Net Promoter Score (NPS) is a simple metric that can spark serious growth. Here's how and why it's become a trusted measure of customer loyalty.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ShepHyken
OCTOBER 11, 2016
Donna Peeples on How Brands Can Embrace Change. and Improve Customer Service. Shep Hyken speaks with Donna Peeples, a customer experience expert and Chief Customer Officer of Pypestream, a technology company offering secure mobile messaging, about how embracing change can enhance customer service and improve customer loyalty. Before Pypestream, Donna was Chief Customer Officer at AIG Property and Casualty, where she was responsible for leading communication, management, service delivery strategi
Feedback
OCTOBER 11, 2016
Understanding enterprise feedback management is essential in today’s economy. If your need is to increase company profits and retain customers, and you already have provided a quality product, then managing your customers concerns with a overall system is where you are obligated to focus next. Today, Enterprise Feedback Management systems are used by diligent businesses in many different sectors such as travel, retail, health industries, financial services (such as brokerage and bank insti
Avaya
OCTOBER 11, 2016
There’s no shortage of industry research that indicates massive continued growth for the unified communications (UC) market. Last year, for example, Gartner projected the global UC market to increase from $40.9 billion in 2014 to $42.4 billion by 2019 as a result of growing demand for cloud-based services and digital transformation. Some research firms expect the market to top $96 billion as soon as 2023.
Magellan Solutions
OCTOBER 11, 2016
For over a decade now, call center outsourcing has become a go-to process for every business because of its benefits. So how do call center outsourcing help a business in making profits? 1. Call center outsourcing saves a business from the hassle, big cost, time, and effort of investing on in-house call center technology and equipment, staff training, staff benefits, office supplies, and more.
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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.
Kate Nasser
OCTOBER 11, 2016
JOIN People Skills global Twitter chat -- online rally to end bullying! Host: Kate Nasser, The People Skills Coach™. Use hashtag #PeopleSkills Oct. 16, 2016 at 10amET/2pmGMT. The post People Skills Chat to End Bullying: JOIN Oct. 16th 10amET | #PeopleSkills appeared first on KateNasser.com.
Myra Golden
OCTOBER 11, 2016
Story highlights. Making it hard, rudeness and fighting with customers ruins the customer experience. I’m standing at the front desk of a nice hotel in Baltimore. The front desk clerk is having a problem with my reservation. I wondered if it was because I had literally just booked the reservation 45 minutes prior, just as I got into my rental car at the airport.
ForeSee
OCTOBER 11, 2016
I recently wrote a blog post about the critical role ratings and reviews play in increasing trust, improving visibility, and boosting SEO and SEM during the critical holiday season. I. The post How Ratings & Reviews boost holiday season visibility appeared first on ForeSee.
Myra Golden
OCTOBER 11, 2016
Story highlights. Making it hard, rudeness and fighting with customers ruins the customer experience. I’m standing at the front desk of a nice hotel in Baltimore. The front desk clerk is having a problem with my reservation. I wondered if it was because I had literally just booked the reservation 45 minutes prior, just as I got into my rental car at the airport.
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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,
Natalie Petouhof
OCTOBER 11, 2016
Tweet Customer Experience (CX): IOT Platforms are the platforms that make IoT come to life. The Constellation ShortList presents vendors in different categories of the market relevant to early adopters. In addition, products included in this document meet the threshold criteria for this category as determined by Constellation Research. This Constellation ShortList of vendors for a market category is compiled through conversations with early adopter clients, independent analysis, and brie
Myra Golden
OCTOBER 11, 2016
My Fitbit bejeweled with Sterling Silver and Sleeping Beauty Turquoise. I wear a Fitbit to track my steps. My daily step goal is 12,000 steps and most days I exceed that. Last Friday during a full day workshop in Austin, I got 8,000 steps just during the training. No kidding! I talk with my hands and I move constantly, so the high step count doesn’t surprise me.
Forrester's Customer Insights
OCTOBER 11, 2016
That question seems to come up often. I know I'm sitting on valuable data but I'm not sure just how valuable. When it comes to using the data internally to improve operational efficiency or service delivery, the resulting cost savings demonstrates the value. Or when using the data to identify new customer opportunities, either upsell to existing customers or identifying potential new customers, the resulting revenue generated demonstrates the value.
Myra Golden
OCTOBER 11, 2016
My Fitbit bejeweled with Sterling Silver and Sleeping Beauty Turquoise. I wear a Fitbit to track my steps. My daily step goal is 12,000 steps and most days I exceed that. Last Friday during a full day workshop in Austin, I got 8,000 steps just during the training. No kidding! I talk with my hands and I move constantly, so the high step count doesn’t surprise me.
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.
Talkdesk
OCTOBER 11, 2016
October has been a whirlwind month for everyone here at Talkdesk. We met hundreds of great people at Dreamforce 2016, spoke in the opening keynote at ICMI Contact Center Demo & Conference and gave out a lot of great swag. In between all of that, we made sure that we could unveil some highly-requested Talkdesk for Salesforce features for you at the end of the month.
LiveChat
OCTOBER 11, 2016
The winter is coming. Temperatures go down; the fall changes tree colors from green to yellow and red. We take out of the closed warm sweaters and scarfs; the first snow has already fallen. As we spend more time in our homes, we start to think about the upcoming holidays. We start to look for the Christmas presents, hoping to find some nice deals. It shouldn’t be hard as there are plenty of fish in the ocean; lots of online stores we can choose from!
Talkdesk
OCTOBER 11, 2016
Dreamforce 2016 was a whirlwind adventure jam packed with great conversations, captivating speaking sessions and a few amazing giveaways. In between all of that, we announced three major Talkdesk for Salesforce features that will change the way businesses everywhere provide customer service: Native SMS Functionality. In addition to making/receiving calls, agents can now access comprehensive SMS capabilities from within Salesforce.
Avaya
OCTOBER 11, 2016
Imagine interacting with a company—any company—via your preferred method whenever you want, whether making a phone call, using online chat, sending an SMS, or messaging via Facebook. And, you end up having exactly the experience you were expecting. No not another bad experience. Rather an exceptionally pleasant and good experience, that surprisingly takes less time than you originally anticipated.
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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.
Michelli Experience
OCTOBER 11, 2016
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