Experience Matters
AUGUST 22, 2016
In case you missed it, we labeled 2016 as The Year of Emotion in our annual listing of CX trends. To help organizations better understand customer emotions, we created the Intensify Emotion Movement. Why did we put so much of a focus on emotion? Because it drives loyalty. We tapped into our recent consumer benchmark study to […].
Steve DiGioia
AUGUST 22, 2016
…You deserve nothing less from your customers This original article was written by Steve DiGioia. I never wanted others to think I was a jerk. Being an average kid, I spent my share of time in the company of other jerks. I hated how they acted and many of the things they said. I was NOT going to be like them! Then my 20’s came and it was full steam ahead into the dating years.
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Experience Investigators by 360Connext
AUGUST 22, 2016
There’s a joke about being at the top at any small business. The title of founder or president, in its deceptively simple way, covers a multitude of jobs. You can’t just run the business by doing the work, you have to run the business by stepping in as chief technology officer, chief financial officer, chief marketing officer, […].
Vonage
AUGUST 22, 2016
The Olympic Games are a global celebration of challenge, performance and achievement. Around the world, viewers thrill to see who takes home the Bronze, Silver and Gold. I enjoy looking deeper, silently granting “Personal Diamond Awards” to anyone who goes faster, higher or longer and achieves a “personal best.”. What would the Olympics be like if we officially included the Personal Diamond Awards?
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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.
Beyond Philosophy
AUGUST 22, 2016
If you follow retail trends, you know that department stores are in trouble. As shoppers have headed online and to discount stores, traditional mall department stores are struggling to define their niche and halt falling profits. Many are now focused on creating a better in-store experience in hopes of motivating customers to shop in person. One of the most interesting customer experience initiatives is coming from Macy’s, which also announced last week that it is closing 100 of its stores.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Wired and Dangerous
AUGUST 22, 2016
Customers are changing rapidly and keeping up with customer expectations in a world where nobody wants to complete another survey can be very challenging! Research shows 93% of Americans say organizations fail to exceed their customer service expectations and 60% of customers have higher expectations for customer service now than they did just one year ago.
Amity
AUGUST 22, 2016
Competitive Advantage isn’t Sustainable. Power has shifted from vendors to customers. Using everyday digital technology, customers have ready access to information, people, and resources. These empowered customers have higher expectations and lower loyalty than just a few years ago. The competitive advantages businesses have developed to serve customers in the past are neither competitive nor advantageous today.
ShepHyken
AUGUST 22, 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. 45 Ways to Improve Your Customer Churn Rate by Dev Tandon. (TheKiniGroup) Here are 45 different ways for your team to reduce churn, at every step of the customer management process.
Helen Dewdney
AUGUST 22, 2016
So much to complain about in the energy sectors?! Listed below are links to various helpful posts about any issue you may be having with your supplier, your rights, how to get it sorted and gain redress. All you need to know when your phone/energy bill is wrong how to complain about a wrong bill. How To Take Charge of Your Energy Bills – advice and tips about switching.
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Avaya
AUGUST 22, 2016
If you’ve read Part 1 of this series , you hopefully now have a solid understanding of how businesses must keep up with today’s pace of innovation in order to thrive. If we’re going to talk about innovation at the enterprise level, then we must talk about what’s happening within IT. Network infrastructure is the backbone of every organization. For some companies, that backbone needs serious strengthening due to advances in communication and collaboration.
Customer Interactions
AUGUST 22, 2016
We are in an age of computing evolution. IDC has talked for many years about the ongoing shift in the ICT industry, where we see a new platform that enables organizations to adopt new innovations and create continued growth. IDC calls this the 3rd Platform.
Waypoint Group
AUGUST 22, 2016
Utilization ≠ Adoption Welcome to the second installment of this series about accelerating growth in B2B. I started this series by illustrating how retention is the cornerstone of growth and how improved expansion from a deeper footprint in accounts can accelerate that growth. Today I’m focusing on “accelerating growth method” #2: Improved retention from a ‘business results’ orientation with your […].
dscout People Nerds
AUGUST 22, 2016
Research captures 486 retail tech moments and the meaning of “now”.
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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,
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