ijgolding

AUGUST 12, 2018

Over time, several words have been used to describe the organisational focus on customers. They include: Customer Experience. Customer Focus. Customer Centricity. Customer Service. Customer Success. Customer Outcomes. Customer Relationship Management. Customer Management. I am sure you can add more to the list! The fact that there are so many variants, at least demonstrates that the world of business does, deep down, recognise that customers are connected to the reason their organisation exists

Customer Journeys 185

Customer Journeys Customers Airlines Social Media 185

Omnicus

AUGUST 12, 2018

Lessons Learned Through Laughter Sometimes in the world of customer experience, we all just need to have a good laugh. Some situations can be frustrating, some downright ridiculous, and sometimes it goes so well it is actually surprising. Humor is a great way to ease tension, and there are plenty of cartoonists out there who capture the ups and downs of customer service perfectly.

Customer Experience 140

Customer Experience Customers Customer Service 140

natero

AUGUST 12, 2018

Relationships are at the core of all customer interactions, and it’s impossible to have a productive one if the communication is one-sided. In our personal lives, we have the luxury of writing people off who don't reciprocate our efforts to form a bond. In business, this is rarely the case. As a result, Customer Success Managers (CSMs) often struggle to come up with ways to bring unresponsive customers back into the fold.

Engagement 81

Engagement How To Customer Success Customers 81

Omnicus

AUGUST 12, 2018

Lessons Learned Through Laughter Sometimes in the world of customer experience, we all just need to have a good laugh. Some situations can be frustrating, some downright ridiculous, and sometimes it goes so well it is actually surprising. Humor is a great way to ease tension, and there are plenty of cartoonists out there who capture the ups and downs of customer service perfectly.

Customer Experience 140

Customer Experience Customers Customer Service 140

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Answer Dash

AUGUST 12, 2018

When you put content on your website, the whole point - or at least the hope - is that people are actually reading it and finding it relevant, useful, and interesting. Because that’s the kind of content that increases traffic, drives conversion, and encourages long-term growth and success. Unfortunately, this is traditionally much easier said than done, since audience perception is difficult to gauge and, by extension, difficult to act upon.

Trends 73

Trends Knowledge Base Feedback Tools 73

Forrester's Customer Insights

AUGUST 12, 2018

Our new “The Forrester Wave™: Full-Stack Public Cloud Development Platforms In China, Q3 2018” report is now live! This Wave evaluation uncovered a market in which Alibaba Cloud, Microsoft, Amazon Web Services, Tencent Cloud, and Huawei lead the pack. Baidu Cloud, JD Cloud, Kingsoft Cloud, and QingCloud offer strong alternatives. UCloud, Ping An Technology, and […].

Marketing 24

Marketing Report Technology 24

Experience Matters

AUGUST 12, 2018

Temkin Group has been using the Temkin Well-Being Index (TWBi) since 2012 to track the overall quality of life for U.S. consumers. The TWBi is based on a survey of 10,000 U.S. consumers in January. The overall index is an average of three measurements representing the percentage of adults (18 and older) who agree with these statements: I am typically happy I am healthy I am financially secure In our Q1 2018 survey, we also asked questions about consumers’ political views.

Financial 136

Financial Survey Consumers Groups 136