InMoment XI
AUGUST 18, 2016
Recently, a large auto OEM uncovered data strongly suggesting that their competitors were outselling them with women. Of course, the first move of any auto OEM is to make changes in their advertising and marketing. But what about the disconnect occuring at the auto retail level…the CX level? That’s a real challenge, because OEMs have.
Experience Investigators by 360Connext
AUGUST 18, 2016
What if the future of mobile has nothing to do with the phone in your hand? While “Mobile First” has been the mantra for at least the last few years for most smart companies, it’s really only taking off now. And now it’s almost too late. After attending several sessions, keynotes and panels at the […]. The post Mobile Innovation Is Not About Your Phone!
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InMoment XI
AUGUST 18, 2016
Recently, a large auto OEM uncovered data strongly suggesting that their competitors were outselling them with women. Of course, the first move of any auto OEM is to make changes in their advertising and marketing. But what about the disconnect occuring at the auto retail level…the CX level? That’s a real challenge, because OEMs have. View Article.
Customer Bliss
AUGUST 18, 2016
I had the pleasure of being on The Marketing Book Podcast a few weeks back ; a great book review show produced by Douglas Burdett of Artillery Marketing out of Norfolk, Virginia. (be sure to check out his podcast!). In this interview, we mostly walked through Chief Customer Officer 2.0 , although we touch on some of my other books. Here’s the take from the host: Think about it.
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
InMoment XI
AUGUST 18, 2016
Recently, a large auto OEM uncovered data strongly suggesting that their competitors were outselling them with women. Of course, the first move of any auto OEM is to make changes in their advertising and marketing. But what about the disconnect occuring at the auto retail level…the CX level? That’s a real challenge, because OEMs have.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
CX Journey
AUGUST 18, 2016
Image courtesy of Unsplash Today I'm pleased to share a guest post by Stamos Kanellakis. In the late 20th century, marketers began to make products and services available through digital channels. Today, product portfolios have morphed into feature-rich apps. Customer expectations, swayed by the latest digital innovations, have put stress on traditional models and have prompted companies to transform their businesses to deliver better customer experiences.
Customers That Stick
AUGUST 18, 2016
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iPerceptions
AUGUST 18, 2016
Today, personalization is all around us, from when we turn on our TV to watch Netflix, to when we visit the Amazon site to buy that perfect present for someone. We are seeing content and ads that are specifically tailored to us. But how effective is all this personalization? Is it worth the effort? And how can retailers actually get a return on their personalization efforts?
Alliance by IFS
AUGUST 18, 2016
Your field technicians have a tremendous impact on your customers and maintaining your organization’s relationships with them. Delivering value through service resolution can improve customer satisfaction and increase revenue through more repeat business and sales of new service contracts. Because service technicians are the “face” of your company and interact regularly with your customers (often more than any other employees), you should equip them with tools to complete their work efficiently
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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.
CSM Magazine
AUGUST 18, 2016
If you’ve ever had the pleasure of dining at a Michelin-starred restaurant, then you will know that customer service is a major part of the experience. From anticipating the customer’s needs, making sure everyone feels welcome and appreciated and exceeding expectations, how you make the customer feel is a priority up there with the preparation and taste of the food.
ForeSee
AUGUST 18, 2016
When is being obsessed with customers the same as being obsessed with customer data? For Barclays, the London-based multinational banking and financial services company, the answer is all the time, The post How Barclays’ obsession with happy customers started with data appeared first on ForeSee.
Provide Support
AUGUST 18, 2016
Should Everyone Do Customer Service. No one is so high up in the organization that they are above waiting on customers — Jack Mitchell, “Hug Your Customers” There’s a great deal of talk today about the importance of customer service as a key competitive differentiator. More and more businesses are coming to the point of view that customer service is not a department within an organization, but rather an attitude, a philosophy and the mission of the entire company.
Strativity
AUGUST 18, 2016
Before organizations rush to apply the latest innovation to their customer experience strategies, they should ask themselves this simple question: “Why do you love your customers?” . You cannot design an amazing customer experience with all the bells and whistles without a solid foundation. If you do not love your customers—let alone respect them—even your best design will disappoint and fall flat.
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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.
COPC
AUGUST 18, 2016
Summary of Consumer Research Now Available. New Questions, New Trends in the Customer Experience. The Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series brings a host of new content in 2016. The full report, scheduled to be released in mid-September, includes many new questions, new sections and a number of emerging trends.
InteractionMetrics
AUGUST 18, 2016
It was the typical noon-time rush at my local Starbucks—certainly not my favorite time to stop, but I was hungry and needed a snack. I ordered a drink and a bagel, and moved out of line to wait. My drink came out quickly, but five minutes later there was still no bagel. I caught the […].
CSM Magazine
AUGUST 18, 2016
Customer service should be the foundation of your business; after all, you won’t have a business for long if your customers aren’t satisfied. The goal of any business leader is to develop good customer service, and the best way to do that is to have a qualified and capable customer service team. The question, then, is how to attract and retain the best workers possible for that customer service team, and the answer might not be what you expect: benefits.
Customer Interactions
AUGUST 18, 2016
Focusing on five key steps of coaching will give managers and supervisors a solid foundation from which to inspire and engage employees to perform better across all KPIs.
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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,
CSM Magazine
AUGUST 18, 2016
Incentives are a classic trick in economics, but they are also a deep well of study that never seems to run dry. Economists understand the best way to get someone to do something is to reward them for it, but economists continue to argue about the type of reward, the quantity of the reward, the timing of the reward, and more. As a result, economists (and everyone else) aren’t quite sure how to take full advantage of incentives to achieve the most effective response.
NICE inContact
AUGUST 18, 2016
The marketing compliance waters for companies that sell via telephone have always been known to be choppy. But one fitness chain found itself in a bit of a storm when it started leaving pre-recorded voicemails to customers without permission. Last week, a New Jersey federal judge threw out a lawsuit against the chain when he ruled a single, unsolicited automated dialing system that leaves a prerecorded voicemail is not harmful.
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