Steve DiGioia
AUGUST 29, 2016
Never take your existing employees for granted This original article was written by Steve DiGioia. The schoolyard created natural leaders. They were the ones that chose the teams. They were the first ones at bat, their friends sided with their opinions and they led the way with their rebellious streak. You can spot them a mile away. In business it’s not always that easy to find a leader.
Customers That Stick
AUGUST 29, 2016
We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Beyond Philosophy
AUGUST 29, 2016
By now, it’s clear to many of you that your Customer Experience is an excellent competitive differentiator for your organization. However, if you only consider the aspects of your experience that appeal to people at a logical level only, you are not taking full advantage of what we know about customers and what influences them. All people have different influences that come to bear on what they buy and from whom.
Wired and Dangerous
AUGUST 29, 2016
We are seeing a lot of threshold alarms these days. Highway freeways tell us “minimum speed 40 mph.” It is a way of keeping horse drawn buggies off the road. Minimum orders signal that only volume purchases are allowed. Even Disney has threshold alarms that say a child must be “this tall” to get on a particular attraction. As her two older sisters zipped past the “this tall” sign, it promoted my youngest granddaughter to say, “Tell them that scary things don’t scare me!”.
Advertisement
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.
Amity
AUGUST 29, 2016
Before we go any further, it is probably a good idea to point out that the Terminator from the title is not the nasty, melty, out-to-get-you T-1000, but the friendlier T-800 who discovered love for squishy humans and who is actually looking for ways to help them. All the while sporting that awkward smile. In case this pop culture-heavy introductory paragraph means nothing to you, no worries.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
CSM Magazine
AUGUST 29, 2016
Raising your blood pressure is not generally viewed as a good thing – but there is one area I know you will be happy to see it go up a bit on a regular basis. It all depends on which side of the 20/5 rule you are sitting on. The 20/5 Rule is simple to understand and everyone instinctively knows it to be true. It focuses on what people talk about – what they tell others about you.
Think Customers
AUGUST 29, 2016
Rising consumer expectations and declining customer experiences are a frustrating combination for businesses. . There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
CSM Magazine
AUGUST 29, 2016
It happens all of the time. A customer makes some kind of special request. It’s not that it is all that special. It’s just not the norm. And, the first response from the employee is, “We can’t do that.”. My wife knows that I love pesto sauce. There is a restaurant in our area that has a delicious meal with pesto. However, their pesto is a creamy pesto sauce.
Myra Golden
AUGUST 29, 2016
If you work in customer service, effective complaint handling is crucial. One poorly handled problem or complaint can send a customer running for the competition. Consider the following: A customer who goes to the effort to complain, but remains dissatisfied is usually 50% less loyal than someone who did not bother to complain. Research by TARP has found that if a complaint handling system is poor, it will further alienate the customer , resulting in lower repurchase rates.
Advertisement
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.
CSM Magazine
AUGUST 29, 2016
Are you rewarding your team only for speedy transactions, or are they also being rewarded for building relationships? Learn how the little things you say or don’t say can either help you keep or lose a customer. Two Weeks Early. My father worked two jobs most of his life to support my four siblings and me. So he was very proud when he was able to buy a small house for us in St.
Myra Golden
AUGUST 29, 2016
If you work in customer service, effective complaint handling is crucial. One poorly handled problem or complaint can send a customer running for the competition. Consider the following: A customer who goes to the effort to complain, but remains dissatisfied is usually 50% less loyal than someone who did not bother to complain. Research by TARP has found that if a complaint handling system is poor, it will further alienate the customer , resulting in lower repurchase rates.
Avaya
AUGUST 29, 2016
It’s undeniable: the cloud has revolutionized the enterprise with a more cost-effective and flexible solution that’s proven to drive more positive business outcomes. In fact, cloud services for IT infrastructure and applications is set to peak at $230 billion by 2019. So, what is driving this continued market growth? How exactly are cloud services and applications transforming business?
Talkdesk
AUGUST 29, 2016
Management guru Peter Drucker says efficiency is doing things right; effectiveness is doing the right things. Ultimately, both efficiency and effectiveness matter, especially when running a call center. When you analyze call centers, you’ll find there are several things to consider as you build your call center – all of which have great impact on overall efficiency and effectiveness.
Advertisement
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,
dscout People Nerds
AUGUST 29, 2016
A People Nerds interview with Susan Kresnicka.
transcosmos Information Systems
AUGUST 29, 2016
Customers are the lifeline of every business. Therefore, it is vital that you provide not just high-quality products and services, but also excellent customer service and support. Paul Greenberg , the president of The 56 Group and the author of CRM at the Speed of Light, sums it up in a simple sentence, “If a customer likes you and continues to like you, they will do business with you.
LiveChat
AUGUST 29, 2016
Content marketing is like a well-cooked lobster. It’s fancy and fashionable so everyone would like to get a piece of it. But when it comes to cooking the darn thing, only few know how to do it properly. Insolent words, you might say, but I have reasons to think that marketers don’t know how to make a good use of content. And I’m not talking about blogs written only for SEO or click-bait articles like “Become a Millionaire Thanks to This Crazy Method!
transcosmos Information Systems
AUGUST 29, 2016
Customers are the lifeline of every business. Therefore, it is vital that you provide not just high-quality products and services, but also excellent customer service and support. Paul Greenberg , the president of The 56 Group and the author of CRM at the Speed of Light, sums it up in a simple sentence, “If a customer likes you and continues to like you, they will do business with you.
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.
ShepHyken
AUGUST 29, 2016
Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 5 Smart Contact Center Strategies Designed to Improve the Customer Experience by Pam Bednarczyk. (ShoreTel) Rising customer expectations and changing delivery preferences are forcing many companies to revisit their contact center processes.
Experience Matters
AUGUST 29, 2016
Don’t worry, we’re not turning into pollsters. However, we did find that Hillary Clinton has a 19-point lead over Donald Trump… In Temkin Group’s latest consumer benchmark study of 10,000 U.S. consumers that was just fielded in August, we asked consumers about their plans for the upcoming presidential election. Clinton and Trump supporters are identified as the […].
Expert insights. Personalized for you.
170 
Let's personalize your content