Experience Matters

DECEMBER 7, 2016

In the report, The Federated Customer Experience Model, we discuss the direction that mature CX organizations will eventually go in—distributing CX capabilities across the organization. It’s built on three components: CX Centers of Excellence, Enterprise CX Coordination, and Distributed CX Skills and Mindset. Federation is not just a path for customer experience, it’s a common path for successful transformation within […].

Customer Experience 165

Customer Experience Report Customers Customer Centricity 165

Storyminers

DECEMBER 7, 2016

Amazon has formally introduced its new Amazon GO retail concept on the West Coast. Basically, you can shop without lines and without going through checkout. A combination of technologies (they say, the same ones used in self driving cars) are used to notice what you pick up and what you put in your cart or back. As soon as you leave the store, your order is totaled, your Amazon prime account is charged, and you get a receipt on your mobile phone.

Retail 174

Retail Technology Video Tools 174

Experience Matters

DECEMBER 7, 2016

In the report, The Federated Customer Experience Model, we discuss the direction that mature CX organizations will eventually go in—distributing CX capabilities across the organization. It’s built on three components: CX Centers of Excellence, Enterprise CX Coordination, and Distributed CX Skills and Mindset. Federation is not just a path for customer experience, it’s a common path for successful transformation within […].

Customer Experience 156

Customer Experience Report Customers Customer Centricity 156

CX Journey

DECEMBER 7, 2016

Today I'm pleased to share a guest post by John Zilch with Dun & Bradstreet. A few years back, I was working at a mid-sized software company and was part of a project team looking to overhaul our pricing and packaging. The initial stages of the project involved speaking with customers, researching the competition, and performing the math necessary to hone in on the correct pricing.

Company 134

Company Customer Journeys Exercises Customer Centricity 134

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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

Beyond Philosophy

DECEMBER 7, 2016

Your employees have the power to make or break your Customer Experience this holiday season with the customer service they provide. However, when employees aren’t happy, customer service often suffers. It’s clear that keeping a positive work environment is crucial this holiday season—and all year long. Here are three proven ways you can stay off your employee’s Naughty list when it comes to their employee experience.

Poor Customer Service 131

Poor Customer Service Employee Experience Consulting Training 131

ShepHyken

DECEMBER 7, 2016

Most companies have a tagline, a phrase or sentence that describes what they are about. Sometimes that doubles as a brand promise. Along those lines, I want you to come up with a customer service promise. For some companies, their tagline is their customer service promise. For example, Zappos.com ’s tagline is Powered by Service. Three words that exhibit a commitment to the customer.

Customer Service 104

Customer Service Hotels Customer Service Training Culture 104

Clarabridge

DECEMBER 7, 2016

The Sentiments Blog team recently had the opportunity to chat with Chris Rogers, VOC Analytics Project Manager at Constant Contact. Chris shared his experiences with listening to and acting on the Voice of the Customer (VOC) in order to make meaningful change across the company. Here’s what he had to share: Sentiments: Chris, can you give us a quick introduction to Constant Contact please?

Feedback 81

Feedback Survey Case Study Analytics 81

Eptica

DECEMBER 7, 2016

Date: Wednesday, December 7, 2016 The art of dating your customer in Asia Pacific. Published on: December 07, 2016. Author: Vincent Giraud Often when describing the customer relationship, companies talk about beating competitors to win and retain consumers. This is obviously true at a basic level – after all, you will be judged against rivals in terms of factors such as speed of service, helpfulness of staff and price of products.

Brand Values 65

Brand Values Customer relationships Social Media Consumers 65

iPerceptions

DECEMBER 7, 2016

The holiday season is upon us. For marketers, it is one of the most important times of the year. According to the National Retail Federation (NRF), the average U.S. consumer plans to spend about $935 this year. Overall, the NRF predicts retail sales will be 3.6 percent greater than 2015's revenue.

Advertising 65

Advertising Marketing Trends Retail 65

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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

Amity

DECEMBER 7, 2016

SaaS Tattler Issue 98 - How to Deliver Mind-Blowing QBRs. Quarterly or Executive Business Reviews are an essential part of every Customer Success Manager's life. QBRs are your one chance to demonstrate your value to your customer, and it's an amazing opportunity to build trusting and long-lasting relationships. The thing with QBRs is, it's all or nothing.

How To 63

How To Roadmap Tips Feedback 63

Kate Nasser

DECEMBER 7, 2016

JOIN People Skills global Twitter chat (#PeopleSkills) to discuss giving & receiving feedback. A critical skill in life and work. Dec. 11th 10amET/3pmGMT with Kate Nasser, The People Skills Coach™ & global community. The post Giving & Receiving Feedback: JOIN #PeopleSkills Chat Dec. 11 appeared first on KateNasser.com.

Feedback 57

Feedback Interaction Communication Leadership 57

Magellan Solutions

DECEMBER 7, 2016

New to outsourcing? Still wondering if it’s the next step for your business? Here are 7 reasons why outsourcing a call center can work for your business. 1. It increases efficiencies within your business. Philippine call centers have decades of experience under its belt, which means its workforce can foresee and respond to every imaginable situation when it comes to business answering services and other call center services.

Call Center 50

Call Center Customer Service Representative Training Customer Satisfaction 50

LiveChat

DECEMBER 7, 2016

A good customer service team works like a well-oiled machine. Every piece of it has its unique place, all elements work together seamlessly and form a perfect mechanism. No matter what happens, it’s reliable, scalable and productive. But what if your support people are not as productive as you’d like them to be? What if you struggle to help them and you don’t know what to start with?

Metrics 45

Metrics Customer Service e-support Tips 45

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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,

Tips

McorpCX

DECEMBER 7, 2016

With Thanksgiving turkey a distant memory - replaced by omnipresent holiday Muzak , elves and the tinsel-laden decorations in nearly every retail storefront – the holiday season is officially in full swing. Competition has always been fierce for the holiday consumer dollar, but the success of Amazon and other digital-first retailers in the 2015 holiday season means that companies are competing more than ever for consumer attention, and cash.

Customer Experience 45

Customer Experience Retail Consumers Customers 45

The DiJulius Group

DECEMBER 7, 2016

57,000% Sales Growth in Three Years Ever snacked on a Quest Bar? I love Quest Bars. Now I love them even more after learning about entrepreneur Tom Bilyeu, and how this incredible visionary grew his company Quest Nutrition 57,000% in just three years and his team of employees from six to over 1,400. Bilyeu’s company […].

Sales 43

Sales Company Customer Service Training Conference 43

Currency Alliance

DECEMBER 7, 2016

Several years ago, the idea of customer engagement was much simpler. Merchants could interact with customers in-store or could send them marketing materials via post and email. Now it’s difficult to say for sure whether there’s even such a thing as a traditional touchpoint anymore. Because ‘everywhere’ is a potential touchpoint.

Customer Engagement 40

Customer Engagement Engagement Social Media Loyalty 40

Stella Connect

DECEMBER 7, 2016

During the 2013 holiday season, shoppers across the U.S. placed online orders believing their packages would arrive before Christmas. Many of these sales depended on retailers’ guarantees. Then, Mother Nature intervened. Huge snowstorms battered the Midwest and the South. Retailers and carriers were overwhelmed, and many customers waited until after Christmas for their last-minute orders.

Brands 40

Brands How To Retail Advertising 40

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.

Retail

Confirmit

DECEMBER 7, 2016

“More insight.” “Less time.” “Give me answers now.” Demands from Market Research clients become tougher every year. 2016 has been no different and there’s no sign that 2017 will be easier. To accommodate this, Market Researchers need to build agile research programs which automate as much of the process as possible.

User Experience 40

User Experience Innovation Meeting Software 40

Clarabridge

DECEMBER 7, 2016

The Sentiments Blog team recently had the opportunity to chat with Chris Rogers, VOC Analytics Project Manager at Constant Contact. Chris shared his experiences with listening to and acting on the Voice of the Customer (VOC) in order to make meaningful change across the company. Here’s what he had to share: Sentiments: Chris, can you give us a quick introduction to Constant Contact please?

Feedback 40

Feedback Survey Case Study Analytics 40

Natalie Petouhof

DECEMBER 7, 2016

Tweet The idea of Amazon Go is to weave into the shopping experience the capabilities of deep learning algorithms, Artificial Intelligence (AI), Machine Learning (ML) and sensor vision. A practical application of AI and ML is Amazon Go via advanced shopping experiences. The ability to walk into a store, grab what you want and walk out, never having to wait in-line: no checkout lanes, no registers.

Technology 40

Technology Retail Customer Experience Customers 40

dscout People Nerds

DECEMBER 7, 2016

A Research Advisor shares her take on dscout careers and culture.

Culture 40

Culture 40

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Training

Qualtrics

DECEMBER 7, 2016

Instantaneous reactions are becoming the norm. Think tweets, likes, and the ever-expanding emoji screen. Certainly, customers expect us to reply as quickly as they can type on their smartphones. If they are sharing their thoughts on social media or in an email to you, these customers want an answer immediately. Sometimes sooner. You no longer have the luxury of surveying customers once a year for their opinions.

Feedback 26

Feedback Survey Social Media Call Center 26

dscout People Nerds

DECEMBER 7, 2016

The Moment economy, and how we live now.

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Feedback

DECEMBER 7, 2016

My Friday Night Adventure. My wife and were recently shopping for a new television. Our old TV had started to emit an annoying buzz and would occasionally shut off on its own accord. She said she was tired of adjusting the volume to match the high-pitch squeal. At least that was the aggravated response she gave me when I asked why we were purchasing a new TV.

Customer Experience Management 100

Customer Experience Management Software Customer Experience Management 100