Alida
OCTOBER 18, 2016
Generation Z, the cohort born between 1996 and 2010, is ready for the spotlight. Finally escaping the shadows of the generations before them, many Gen Zers are now entering the workforce. As a result, their spending power, currently valued at $44 billion , is growing every day. Also known as Gen Z, iGeneration (iGen) or Net Gen, this cohort is massive and influential.
InMoment XI
OCTOBER 18, 2016
Regardless of where you work or how long you have been with a company, most of us have experienced a situation where we discover that some process or approach to doing business has “always been done that way.” How organizations handle the customer experience, following up with customer concerns, and fixing customer problems often fall.
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NICE inContact
OCTOBER 18, 2016
If you’re in Customer Service, you’ve heard of “omnichannel”. In fact, you’re probably sick of the term. This concept is easy to understand and the technology isn’t the real challenge. The challenge is the human interface, both the consumer wanting (or not wanting) omnichannel integration , and the agent actually incorporating all channels in the right way.
InMoment XI
OCTOBER 18, 2016
Regardless of where you work or how long you have been with a company, most of us have experienced a situation where we discover that some process or approach to doing business has “always been done that way.” How organizations handle the customer experience, following up with customer concerns, and fixing customer problems often fall. View Article.
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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.
Kristina Evey
OCTOBER 18, 2016
Make Customer Service a Habit. Daily actions of Customer Service are what makes a difference in the minds of the people we work with. Both internally and externally, we serve to fulfill a need or obligation. Now, be honest… how often is the way we work with people simply a combination of “habit activities” we’ve designed in order to get us through the workday?
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ShepHyken
OCTOBER 18, 2016
Christopher Elliott Talks about How to Get a Better Customer Experience. Shep Hyken speaks with consumer advocate, author, and journalist Christopher Elliott about how to get what you deserve as a customer. They discuss the secrets to getting better customer service, how to reach the CEO of a company when you have a problem, the misconceptions of “loyalty” programs and more.
Maz Iqbal
OCTOBER 18, 2016
Now and then a question comes along that provokes my thinking. Here’s a question that I came across recently expressed in different ways: What does putting the customer at the centre of the business look like? What does it mean to put the customer at the centre of the business? What are the implications (for … Continue reading "Putting The Customer At The Centre of Your Business".
Magellan Solutions
OCTOBER 18, 2016
Most businesses spend the majority of their resources on getting new customers that they tend to ignore their most prized asset: their existing customer base or network. “It is cheaper to retain than acquire a customer,” says 70% of respondents from Econsultancy/Responsys Cross-Channel Marketing Report 2013. In the same report, 49% of the respondents recognized that they achieved better ROI by investing in relationship over acquisition marketing.
Maz Iqbal
OCTOBER 18, 2016
Now and then a question comes along that provokes my thinking. Here’s a question that I came across recently expressed in different ways: What does putting the customer at the centre of the business look like? What does it mean to put the customer at the centre of the business? What are the implications (for … Continue reading "Putting The Customer At The Centre of Your Business".
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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.
Clarabridge
OCTOBER 18, 2016
Every company’s customer experience team is going to have different goals. Most of them, however, have this one thing in common: they want to keep their customers around as long as possible. Can your customer experience management program possibly retain customers for life? Get your employees on board. For any customer experience program to succeed, everybody must be pulling in the same direction.
Myra Golden
OCTOBER 18, 2016
Story highlights. Making customers jump through hoops to get problems resolved ruins the customer experience. So I bought a pair of Christian Louboutin shoes – the red bottom stilettos. I put them on and oh, did they look good! My calf muscles just popped in these shoes. Without even realizing it, I walked with a little “switch” in my hips. I could totally see myself taking the keynote stage in these shoes with the lipstick-red sole, wearing one of my little black dresses.
COPC
OCTOBER 18, 2016
This article was originally published in the October issue of APAC CIO Outlook. . For many businesses, setting up a call centre is a big decision. While many know what they want to achieve: higher sales, more product awareness, the offer of a new service, feedback on a new product etc., many are unsure of how to measure the success of their campaign.
Myra Golden
OCTOBER 18, 2016
Story highlights. Making customers jump through hoops to get problems resolved ruins the customer experience. So I bought a pair of Christian Louboutin shoes – the red bottom stilettos. I put them on and oh, did they look good! My calf muscles just popped in these shoes. Without even realizing it, I walked with a little “switch” in my hips. I could totally see myself taking the keynote stage in these shoes with the lipstick-red sole, wearing one of my little black dresses.
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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,
Talkdesk
OCTOBER 18, 2016
Frequently, customer service teams are comprised of entry-level, junior team members who are not included in strategic business conversations. Too often, key stakeholders from marketing, product and business development make important business decisions yet fail to keep the customer service team updated. Siloing your customer service team, however, is a dangerous mistake for your business.
Brad Cleveland Blog
OCTOBER 18, 2016
One of the most important leadership priorities in today’s economy is to ensure that your customer contact center delivers maximum strategic value to your organization. That, in turn, is what will get you the support you need from colleagues across … Continue reading → The post Boosting the Strategic Value of Customer Interaction appeared first on Brad Cleveland.
Provide Support
OCTOBER 18, 2016
5 Tips to Train Your Customer Service Reps for More Confidence. Exceptional customer service starts with confidence. It is one of the most important components of delivering great service to your customers and developing quality employees. After all, customers want to know that the employee they are dealing with knows what one is doing and they get served in a professional manner.
Brad Cleveland Blog
OCTOBER 18, 2016
One of the most important leadership priorities in today’s economy is to ensure that your customer contact center delivers maximum strategic value to your organization. That, in turn, is what will get you the support you need from colleagues across the organization. It’s what will secure adequate funding, and will facilitate the means to attract the talents required.
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.
Brad Cleveland Blog
OCTOBER 18, 2016
One of the most important leadership priorities in today’s economy is to ensure that your customer contact center delivers maximum strategic value to your organization. That, in turn, is what will get you the support you need from colleagues across the organization. It’s what will secure adequate funding, and will facilitate the means to attract the talents required.
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