InMoment XI
APRIL 28, 2016
Article published in WardsAuto, April 28, 2016 Author: Steve Finlay / WardsAuto There’s little point in dealers striving for high customer-satisfaction scores unless they financially benefit, an auto-retailing insider once noted. “Happy customers alone aren’t strong incentives.” Now, MaritzCX, a customer-experience software and services firm, has done a study gauging moneywise how much customer treatment.
Experience Matters
APRIL 28, 2016
Five years ago, I announced the creation of the Customer Experience Professionals Association in a blog post called… Announcing The CXPA; Customer Experience Professionals Unite! In that post, I listed these objectives that co-founder Jeanne Bliss and I had for the CXPA: There are many customer experience networking groups, but the industry has hit a […].
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InMoment XI
APRIL 28, 2016
Article published in WardsAuto, April 28, 2016 Author: Steve Finlay / WardsAuto There’s little point in dealers striving for high customer-satisfaction scores unless they financially benefit, an auto-retailing insider once noted. “Happy customers alone aren’t strong incentives.” Now, MaritzCX, a customer-experience software and services firm, has done a study gauging moneywise how much customer treatment.
Kayako
APRIL 28, 2016
Is your organization looking for ways to improve customer experience on live chats? Perhaps there are new hires in your company who are having a hard time getting to grips with live chats. Are you looking to improve your customer handling time (CHT) on chat? In this post, I’ll share a structured workflow which you and your team can follow when handling live chats.
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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.
InMoment XI
APRIL 28, 2016
Article published in WardsAuto, April 28, 2016 [link] Author: Steve Finlay / WardsAuto There’s little point in dealers striving for high customer-satisfaction scores unless they financially benefit, an auto-retailing insider once noted. “Happy customers alone aren’t strong incentives.” Now, MaritzCX, a customer-experience software and services firm, has done a study gauging moneywise how much customer.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Comm100
APRIL 28, 2016
“Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.” – Steve Jobs. A few years back, the internet erupted when the people at Gizmodo got their hands on the copy of the Apple’s Genius Training Manual. While the article was rife with criticism towards the iconic company’s training tactics, it’s worth noting that Apple is generally categorized into the upper echelon of excellence in customer service.
Storyminers
APRIL 28, 2016
How much can you learn about the present and the future Customer Experience Design in 7 minutes? Find out by reading an interview I did with Marketforce 20/20, a European Union producer of customer experience conferences. In it, you’ll find practical info to help you with your own customer experience designs and answers to these […]. The post Customer Experience Design in 7 Minutes appeared first on Mike Wittenstein.
CX Journey
APRIL 28, 2016
Image courtesy of moon angel Today I'm pleased to share a guest post by Jay Baer. Haters are the early warning detection system for your business, much like a canary in a coal mine. So keep in mind that haters (canaries) are not the problem. Ignoring them is. The real problem for your business is the people who have a poor experience but are not passionate enough about you and your company to take the time to say something about it.
Win the Customer
APRIL 28, 2016
While customer service problems aren’t always your fault, your ability to respond to a customer’s concern is within your control and is the responsibility of your organization. Being able to take action on the behalf of customers lies at the core of successful customer service experience. Today we explore five most common causes of customer attrition in customer service and how service agents can deal with them to save the customer experience and make things right for their customers
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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.
Think Customers
APRIL 28, 2016
Marketers should pay attention to a particular type of app: mobile messaging apps, advised Forrester Research Data Scientist Nicole Dvorak. Yesterday, at Forrester Research's annual Forum for Marketing Leaders in New York City, Dvorak pointed to behavioral research that suggests mobile messaging apps have become one of the most used applications on consumers' smartphones.
CSM Magazine
APRIL 28, 2016
Learn why your customer service team must have empathy, sympathy, patience, tolerance, understanding, passion and, of course, sincerity. It’s not that hard to notice when you’re dealing with a customer support rep who is less than sincere. They tend to say some of the same things over and over, such as, “I can understand why you would feel that way and we are sorry for your inconvenience.
Topdown
APRIL 28, 2016
As we define it in our Customer Experience and Customer Communications Management Glossary , business logic is software programming that sets real-world business rules to determine how data or information can be created, displayed, stored, changed and shared; in customer communications management (CCM), it can also be the mechanism by which an end user controls document generation, from retrieval of customer-specific information and replacement of variables to the inclusion or exclusion of conte
CSM Magazine
APRIL 28, 2016
In these days of fierce competition, it’s crucial to do everything that you can to protect your customer base. Errol Allen explains how. The ability to retain customers is based on how well your internal operations run. While it’s important to smile and be nice to customers, it’s a good idea to make sure that your internal systems are able to consistently perform at optimum levels.
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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,
Daniel Group
APRIL 28, 2016
If you found yourself scratching your head about the title of this post, you aren’t alone. We often hear so much about how to respond effectively to our mistakes and failures but rarely do we hear about what we should. Read More. The post How to Respond Effectively to Success appeared first on The Daniel Group.
Talkdesk
APRIL 28, 2016
This guest post is written by Talkdesk Product Manager Ernest Wong. We are having a renaissance moment in the realm of customer service. More than ever, businesses have become focused on forging strong, meaningful relationships with their customers. We have powerful brands like Nordstrom, American Express and Zappos proving to the world that customer service can actually be a source of sustainable competitive advantage, not just another expense on the balance sheet.
CSM Magazine
APRIL 28, 2016
Agilisys has released the findings of its first UK Contact Centre Quality Monitoring Survey, a study into how organisations approach quality monitoring and the tools and technologies they use to measure customer experience. The survey, which was distributed to over 3000 individuals from private and public sector organisations, has uncovered some interesting findings about the effectiveness of many quality monitoring programmes.
MyCustomer
APRIL 28, 2016
Voice of the Customer. Are we over-engineering customer experiences?
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.
CSM Magazine
APRIL 28, 2016
Most people perform better when they are heading toward a goal. But it is important to understand that the goals must motivate. If your goals leave you feeling inadequate, stressed out, or over-worked, then you will lack the motivation to complete them. Goals that motivate have specific characteristics: Clarity. Clear goals are specific, measurable, actionable, realistic, and time-bound (SMART).
Customer Interactions
APRIL 28, 2016
The best thing in this week’s CMO Perspectives is our TWEET OF THE WEEK from Vala Afshar @ValaAfshar with his list of the people with the most retweets or mentions by CMOs in Q1 2016, you are at least going to want to make sure that you are following all these people. We also feature the great Dion Hincliffe [dionhincliffe.
Customer Bliss
APRIL 28, 2016
Negativity in the workplace is brutal. I’m not even talking about the normal culprits like gossip or ineffective managers confusing ‘accountability’ and ‘scaring their employees.’ That’s a part of it — that’s certainly negativity in the workplace — but it goes beyond that to overall employee engagement, which is somewhere under 20% globally and has been for much of the past three years per Gallup.
Storyminers
APRIL 28, 2016
How much can you learn about the present and the future Customer Experience Design in 7 minutes? Find out by reading an interview I did with Marketforce 20/20 , a European Union producer of customer experience conferences. In it, you’ll find practical info to help you with your own customer experience designs and answers to these questions: What are the key trends in CX for 2016?
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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.
Amity
APRIL 28, 2016
Progress happens quickly at Amity. We are constantly enhancing our tool and finding new ways to better serve our users. We would like to introduce you to a few new exciting changes we’ve made over the past few months. 1. New Features. Lifecycle Management - You now have even more options for managing the entire Customer Lifecycle - see the big picture with our “Monday morning meeting app” Why Should You Care?
CSM Magazine
APRIL 28, 2016
Are you following the trend of conducting customer surveys? You might want to think again. Do you really think customers want to fill out a customer satisfaction survey? How many times have you rifled through a survey just to get the freebie that comes with it? Well, guess what? Most people are probably doing the same thing and all the information they thought was so important is now invalid.
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