InMoment XI
JANUARY 5, 2017
I love reading research about the future of auto retail. Last year’s research from Deloitte entitled, “The Future of Auto Retailing,” spoke to the need for retailers to move from a “product based” mindset to a more customer-centric value model. But most everyone’s thinking is still limited to the confines of the traditional showroom sales model.
Customer Bliss
JANUARY 5, 2017
Over the holidays, I read two interesting articles about customer experience. The first one, from Forbes , is called “Five Bold Expert Predictions For 2017.” (I am not among these experts, no.) The second article is from Harvard Business Review and called “The Most Common Reasons Customer Experience Programs Fail.” These are admittedly just two articles — there are dozens, if not hundreds, of articles published every day about CX — but if you find the int
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InMoment XI
JANUARY 5, 2017
I love reading research about the future of auto retail. Last year’s research from Deloitte entitled, “The Future of Auto Retailing,” spoke to the need for retailers to move from a “product based” mindset to a more customer-centric value model. But most everyone’s thinking is still limited to the confines of the traditional showroom sales model.
Experience Investigators by 360Connext
JANUARY 5, 2017
Working day after day on the same set of projects and goals can make us a little complacent about what customers really need from us. Too often, we convince ourselves that what happens within our walls doesn’t have a direct impact on the experiences we deliver. Customer experience is huge and all-encompassing, so many think of improving it […].
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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.
Vonage
JANUARY 5, 2017
Less than 15 years ago, online shopping had yet to take off and your target consumers were happy to research and buy products at bricks and mortar stores. In the age of social media, smartphones and self-service, things are very different. Today’s customers are screen-addicted, hyper-connected and harder to please than ever. To help you keep up with their sky-high expectations moving forward, here are five ways your company can improve its service offering for the customer of tomorrow. #1 Connec
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
transcosmos Information Systems
JANUARY 5, 2017
Statistics on e-commerce business for 2017 and beyond remain strong. Just look at these figures : These numbers are telling you that ecommerce is shaping up to be one of the most competitive industries around. This is quite favorable, if not surprising, given the landscape of retail business. In digital commerce, customers are like taking a leap of faith, doing business with people whom they only see online.
Tricia Morris
JANUARY 5, 2017
In a new Aligning the Organization for Its Digital Focus report from MIT Sloan Management Review and Deloitte University Press, nearly half (44%) of the more than 3,700 business executives, managers and analysts surveyed currently believe their organization is adequately preparing for digital.
Bold360
JANUARY 5, 2017
… or be swept back by the tide as the competition races forward. Now that 2017 has come, we have to take stock of how we fared in the crazed holiday season. While sales may have reached peak performance, cx often takes a hit, most drastically for e-commerce and travel businesses. As well as you may have planned, surviving this period in which interest soars and your employees and resources are taxed and tested takes a toll and points out where your weak spots still are, and how you have to impro
Influitive
JANUARY 5, 2017
B2B marketers can be pretty vain. All they usually do is talk about how great their products or services are… instead of letting their customers say it for them. With that in mind, we decided to create a fun video marketing campaign to get people talking—or shall I say, “singing”—about vain marketers. Everyone knows Carly.
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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
JANUARY 5, 2017
One of the things I’m working on this year is giving you tools to help you coach your employees and hold them accountable, so that they are positioned to deliver the best possible customer experience. The way YOU do that is, you go into discussions with your employees with a plan, and with confidence. I’m going to give you a 3-step method for how to talk to your employees about a problem, be that problem attitude, attendance, the way they interact with customers, anything.
Eptica
JANUARY 5, 2017
Date: Thursday, January 5, 2017 Consistency must be the customer service buzzword in insurance. Published on: January 05, 2017. Author: Chris Eideh Providing consistent accurate information when responding to queries is one of the key elements of good customer service. This is particularly important within regulated sectors such as insurance where - to avoid risk and ensure compliance - you need to be able to demonstrate that you provided customers with the same, approved information however the
Myra Golden
JANUARY 5, 2017
One of the things I’m working on this year is giving you tools to help you coach your employees and hold them accountable, so that they are positioned to deliver the best possible customer experience. The way YOU do that is, you go into discussions with your employees with a plan, and with confidence. I’m going to give you a 3-step method for how to talk to your employees about a problem, be that problem attitude, attendance, the way they interact with customers, anything.
Talkdesk
JANUARY 5, 2017
New and more advanced technology is dramatically changing the way customers and companies interact. Processes that used to be laborious and manual are now becoming automated, which can be cheaper for a company and faster for the customer. However, there’s a serious risk of causing more confusion or even injecting additional friction into the customer’s experience.
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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,
Topdown
JANUARY 5, 2017
So what can we in the business of customer experience (CX) management expect in the coming year?
Stella Connect
JANUARY 5, 2017
It’s finally here: the end of the 2016 holiday season. For the most part, life has returned to normal on the front lines, in operations, and at brand headquarters. And the new year offers a fresh start. There’s no better time to think about where you’d like to take the customer experience in 2017, and what it will take to get there. If you’re serious about making meaningful changes that fuel growth, start by committing to these five new year’s resolutions. #1: Tear Down the Silos.
ForeSee
JANUARY 5, 2017
A version of this article was originally published on LinkedIn. The way consumers shopped during the holidays in 2016 didn’t change drastically from the previous year. In 2015, 75% of. The post Recent Walmart TV commercial shows just how far customer expectations have evolved appeared first on ForeSee.
dscout People Nerds
JANUARY 5, 2017
People Nerds on how they resolve to venture outside of their safe zones.
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.
Verint
JANUARY 5, 2017
Are your managers drowning in too much information? It’s quite likely they are. Operational areas are typically under pressure to achieve better results, but it can be challenging for managers to know where to make changes or focus their efforts. Rather than not having enough information, this uncertainty can spur some managers to overcompensate by spending excessive amounts of time designing, generating and reviewing numerous reports.
Brad Cleveland Blog
JANUARY 5, 2017
This discussion of communication continues with four more principles common to successful contact centers. You can read the first part of this discussion here. Develop Formal and Informal Channels of Communication. Effective leaders cultivate both formal and informal channels of … Continue reading → The post Cultivating Effective Communication, Part 2 appeared first on Brad Cleveland.
Kayako
JANUARY 5, 2017
“In the old world, you devoted 30% of your time to building a great service and 70% of your time to shouting about it. In the new world, that inverts.” – Jeff Bezos CEO of Amazon. Customers expect top-notch service, with no patience or loyalty for companies that don’t provide it. They can easily search for a better alternative to your product or service.
Brad Cleveland Blog
JANUARY 5, 2017
This discussion of communication continues with four more principles common to successful contact centers. You can read the first part of this discussion here. Develop Formal and Informal Channels of Communication. Effective leaders cultivate both formal and informal channels of communication. But the mission and values being communicated remain consistent.
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Toonimo
JANUARY 5, 2017
Businesses can differentiate themselves from one another by way of the customer experience. Several exciting innovations took place in 2016, as businesses realize the inherent benefits of delivering an exceptional customer experience. This is evident in the improved profitability that companies are generating with satisfied customers. As technology drives innovation, we can expect customers to see major changes in the way that big brands interact with them.
Brad Cleveland Blog
JANUARY 5, 2017
This discussion of communication continues with four more principles common to successful contact centers. You can read the first part of this discussion here. Develop Formal and Informal Channels of Communication. Effective leaders cultivate both formal and informal channels of communication. But the mission and values being communicated remain consistent.
Michelli Experience
JANUARY 5, 2017
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