InMoment XI
NOVEMBER 29, 2016
I wish I could take a poll right now to get your first reaction to this question and ask you what you perceive “own” to be… This is a very fundamental topic of today’s customer experience measurement world, and it is an interesting debate topic among many CX professionals and researchers. In fact, I have.
ijgolding
NOVEMBER 29, 2016
As a child growing up, no birthday party was complete without a rousing rendition of the Hokey Cokey. Also known as the ‘Hokey Pokey’ in some parts of the world, according to Wikipedia, it originates in a British folk dance, with variants attested as early as 1826. The song and accompanying dance peaked in popularity as a music hall song and novelty dance in the mid-1940s in Britain and Ireland.
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InMoment XI
NOVEMBER 29, 2016
I wish I could take a poll right now to get your first reaction to this question and ask you what you perceive “own” to be… This is a very fundamental topic of today’s customer experience measurement world, and it is an interesting debate topic among many CX professionals and researchers. In fact, I have. View Article.
Customer Bliss
NOVEMBER 29, 2016
Episode Overview. Donna Peeples was the Chief Customer Officer at AIG — obviously a large company. Now she holds the same role at Pypestream , an enterprise mobile messaging platform. Pypestream is a much smaller company than AIG, currently existing in startup mode. But according to Donna, her role — and the steps she progresses through — are/were the same in both contexts.
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
AskNicely
NOVEMBER 29, 2016
This story starts with a whinge – which breaks the first rule of marketing – but people keep asking me we started AskNicely, and frankly, it was because I was steamed up about something… I’ve always flown a lot for work. On my favorite airline, and I’m a patriotic points collector. High status is an addiction – everything runs smoother; no check-in lines, priority for security, a lounge with power points and little sandwiches ….
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
AskNicely
NOVEMBER 29, 2016
This story starts with a whinge – which breaks the first rule of marketing – but people keep asking me why we started AskNicely, and frankly, it was because I was steamed up about something… I’ve always flown a lot for work. On my favorite airline, and I’m a patriotic points collector. High status is an addiction – everything runs smoother; no check-in lines, priority for security, a lounge with power points and little sandwiches ….
SuiteCX
NOVEMBER 29, 2016
Like every aspect of our lives, the world of work is going through massive change and transformation. The one company career model of the past has been replaced with a much more fluid, transitory world where moving from job to job and employer to employer is the norm. At the same time the skills that are in demand have also shifted creating shortage and competition for talent in certain areas, technology in particular, and a surplus in others.
Kate Nasser
NOVEMBER 29, 2016
Discover customer experience greatness not in the depths of complex strategy. Find it in moments of attitude & detail. Insights from Kate Nasser, The People Skills Coach™. The post Discover Customer Experience Moments & Details | #cx appeared first on KateNasser.com.
SuiteCX
NOVEMBER 29, 2016
By Paul Butcher, Agile Marketing Group. Like every aspect of our lives, the world of work is going through massive change and transformation. The one company career model of the past has been replaced with a much more fluid, transitory world where moving from job to job and employer to employer is the norm. At the same time the skills that are in demand have also shifted creating shortage and competition for talent in certain areas, technology in particular, and a surplus in others.
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Myra Golden
NOVEMBER 29, 2016
I was behind a truck recently that had a cool LED lighted border around the license plate. Little red lights danced around and framed the driver’s message. Here’s what this driver had displayed on his flashy license plate border: “If your reading this, than your to close.”. Do you see what I saw? Not one, not two, but four typos! The message should read: “If you’re reading this, then you’re too close.”.
Tricia Morris
NOVEMBER 29, 2016
According to Forrester Research, more than two-thirds of brands now aim to differentiate based on customer experience. Confirming this, the 2016 Dimension Data Global Contact Centre Benchmarking Report which surveyed more than 1000 organizations this year across 81 countries and 14.
Myra Golden
NOVEMBER 29, 2016
I was behind a truck recently that had a cool LCD border around the license plate. Little red lights danced around and framed the driver’s message. Here’s what this driver had displayed on his flashy license plate border: “If your reading this, than your to close.”. Do you see what I saw? Not one, not two, but four typos! The message should read: “If you’re reading this, then you’re too close.”.
iPerceptions
NOVEMBER 29, 2016
With over 12 million subscribers, TELUS is one of Canada’s largest telecommunication companies. To continue to grow its subscriber base, TELUS currently runs several retargeting campaigns, with great success.
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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.
McorpCX
NOVEMBER 29, 2016
I was listening to a Freakonomics podcast recently, titled “In Praise of Incrementalism.” It struck a chord with me on several different levels, not least of which is the fact that as we’ve observed, many customer experience ‘breakthroughs’ are the result of many tiny steps taken over time.
Customer Interactions
NOVEMBER 29, 2016
Google gamification, and you’ll unearth theoretical treatises and complicated case studies in abundance. But gamification doesn’t have to be a challenge – in fact, it can be broken down into 10 basic principles, or game mechanics.
ppt solutions
NOVEMBER 29, 2016
FREMONT, CA, November 29, 2016— PPT Solutions, a premier provider of Client-centric, performance- based Customer Experience and Business Optimization Solutions, was recently named by CIOReview as one of the Top 20 Most Promising Customer Experience Solutions Companies. The annual list of companies is selected by. The post PPT Solutions Named to CIOReview’s 20 Most Promising Customer Experience Management Solution Providers 2016 appeared first on PPT Solutions.
Myra Golden
NOVEMBER 29, 2016
Story highlights: 5 web self-service strategies that will slash your incoming support calls. My Business Phone (Almost) Never Rings. And That Makes Me a Genius. I remember back to my first few years in business when I was tethered to my BlackBerry, constantly returning phone calls and replying to emails. My business phone rang so much that I needed to hire an answering service.
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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,
ForeSee
NOVEMBER 29, 2016
The climate for retailers this holiday season is highly competitive, forcing companies to refine business strategies, hone marketing messaging, and double-down on an incredible customer experience. But there’s another factor. The post Ratings & reviews have a major impact on holiday shopping behavior (report) appeared first on ForeSee.
Natalie Petouhof
NOVEMBER 29, 2016
Tweet For many companies who function predominantly online, face to face interactions with customers and clients seldom happen. Personal relationships are difficult to build when the individuals that your company targets are a demographic statistic rather a specific person with a smile and ambitions. So how can your company connect with individuals and form relationships that last when your business only has one brick and mortar store?
Myra Golden
NOVEMBER 29, 2016
Story highlights: 5 web self-service strategies that will slash your incoming support calls. My Business Phone (Almost) Never Rings. And That Makes Me a Genius. I remember back to my first few years in business when I was tethered to my BlackBerry, constantly returning phone calls and replying to emails. My business phone rang so much that I needed to hire an answering service.
MyCustomer
NOVEMBER 29, 2016
Voice of the Customer 4 signs of a broken survey process & how to fix it.
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.
dscout People Nerds
NOVEMBER 29, 2016
UXPA Boston used dscout to study their conference experience. Here’s how.
Brad Cleveland Blog
NOVEMBER 29, 2016
Several videos I recorded for eCornell are as pertinent today as they were then. Here’s the fourth of five videos. You can view the first video at Delivering Consistent Service, the second at Retaining the Right Customers and the third … Continue reading → The post eCornell Videos: Anticipating Customer Needs appeared first on Brad Cleveland.
dscout People Nerds
NOVEMBER 29, 2016
What UX researchers learned—and shared—about their conference-going experience.
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dscout People Nerds
NOVEMBER 29, 2016
First in a two-part interview with customer experience expert Jeanne Bliss.
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