CX Journey

MARCH 4, 2016

Do you know about the biggest problem with VoC today? Why do we listen to customers and other constituencies today? To learn. To understand. We can't transform something we don't understand. We listen. We understand. We transform the experience. So, what's the biggest problem with VoC today? Well, VoC. OK. Not quite. The problem is all of the data that listening generates.

How To 101

How To Metrics Data Customer Experience 101

iPerceptions

MARCH 4, 2016

Now that the second month of 2016 has come to a close, the year's customer-centric trends and developments are beginning to take form. Let's take a closer look at what February had to offer in terms of the customer experience , from technology to strategy and everything in between.

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Customer Centricity Trends Customers Technology 55

Topdown

MARCH 4, 2016

Orlando, Florida, April 5-7. I’ll be a presenter at Xploration® 16 in Orlando, Florida, at 8:30 a.m. on Tuesday, April 5, 2016. Along with co-presenter Gerald Edwards, Director of Document Composition and Content Management at EmblemHealth, I’ll be talking about how to connect customer communications management (CCM) to customer experience (CX). If you’re planning to go to the event, we’d love to see you there!

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Customer Experience Customers Connections Communication 52

Tricia Morris

MARCH 4, 2016

It was a wise man (Ben Franklin specifically) who said, “without continual growth and progress, such words as improvement, achievement, and success have no meaning.”. At Microsoft, and most absolutely with our customer service technology, we take these words to heart as we continue our consistent growth and progress among a steady stream of early 2016 award wins which now includes the 2016 CRM Magazine Service Leader Awards.

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CRM Innovation Technology Customer Service 47

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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

Daniel Group

MARCH 4, 2016

Almost every day we read about another merger or acquisition. For example, Bunzl, a London-based logistics and distribution company, made 22 acquisitions just last year, and AB InBev is moving closer to joining with SAB Miller. Yet, a recent Gallup. Read More. The post Growth: What Is Your Strategy? appeared first on The Daniel Group.

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Strategy Groups Examples Company 45

Conifer Research

MARCH 4, 2016

The Chicago Chapter of TWDI met March 4 at the IBM Chicago Center to cover the topic of ‘Ethnography & Customer’s Journey, Privacy & Security, Big Data Insurance Trends’ Director of Development Mike Harmon wrapped up a morning examining the interplay between big data and the consumer’s journey alongside thought leaders from IBM and GE Capital.

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Insurance Trends Consumers Data 40

COPC

MARCH 4, 2016

COPC Inc. Blog Series: Five Changes to Your Quality Program That Can Dramatically Improve Customer Satisfaction. Is your customer satisfaction (CSAT) not improving despite your best efforts? Does your company suffer a disconnect between your quality scores and your CSAT or issue resolution results? If so, rest assured you are not alone. More often than not, this is a sign that your quality program is not designed correctly and is not focused on the items that most impact your customer’s experi

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Customer Satisfaction Effort Score Call Center Metrics 40

LiveChat

MARCH 4, 2016

If you’re like most entrepreneurs, you’ve invested your heart and soul into your endeavor. Your business is often the catalyst for a larger purpose – an extension of who you are and what you believe in. While there are many facets to growing a business, one of the most critical is brand building. amoCRM’s brand evolution was spurred by a tremendous increase in competition brought by the constantly growing tech world of the Bay Area.

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Marketing How To CRM Case Study 35

Customer Interactions

MARCH 4, 2016

A few weeks ago we talked about how Medium will change the blogging landscape as we know it, well this week we feature not one but two pieces published on Medium.

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Marketing 29

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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

Eptica

MARCH 4, 2016

Date: Friday, March 4, 2016 How good is the experience offered by UK brands? Published on: March 04, 2016. Author: Pauline Ashenden Over the past five years Eptica has regularly evaluated the multichannel customer experience offered by 100 of the UK’s biggest brands , across ten sectors. To do this we’ve posed as prospective customers, testing how easy it is to find information and answers to the routine questions that consumers might ask every day on the web and via email, chat and

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Self Service Brands Social Media Contact Center 49