InMoment XI

MARCH 25, 2016

In their book, The Future of Competition: Co-creating Unique Value with Customers, authors C. K. Prahalad and Venkat Ramaswamy suggest that “Informed, networked, empowered, and active consumers are increasingly co-creating value with the firm. The interaction between the firm and the consumer is becoming the locus of value creation and value extraction.

Customer Journeys 200

Customer Journeys Consumers Customers Interaction 200

Experience Matters

MARCH 25, 2016

In a recent report, we evaluated mobile eGift card buying experiences using Temkin Group’s SLICE-B experience review methodology. As part of the process, we also received a number of eGift cards. So we took a look at the experience through the eyes of the eGift card recipients. Rather than do an entire experience review, we decided […].

Groups 139

Groups Report Customer Connectedness Customer Experience 139

InMoment XI

MARCH 25, 2016

In their book, The Future of Competition: Co-creating Unique Value with Customers, authors C. K. Prahalad and Venkat Ramaswamy suggest that “Informed, networked, empowered, and active consumers are increasingly co-creating value with the firm. The interaction between the firm and the consumer is becoming the locus of value creation and value extraction.

Customer Journeys 200

Customer Journeys Consumers Customers Interaction 200

Michelli Experience

MARCH 25, 2016

Living in the information age where there’s YouTube, from which hours are consumed for entertainment, as well as different social media platforms like Facebook and Twitter—everything has evolved to accommodate a more visual and tech-savvy generation. Companies, together with their tech support divisions should consider incorporating videos in their operation, as it has become a channel where people absorb tons of complex information nowadays.

Video 109

Video Entertainment Customer Service Social Media 109

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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

InMoment XI

MARCH 25, 2016

In their book, The Future of Competition: Co-creating Unique Value with Customers, authors C. K. Prahalad and Venkat Ramaswamy suggest that “Informed, networked, empowered, and active consumers are increasingly co-creating value with the firm. The interaction between the firm and the consumer is becoming the locus of value creation and value extraction.

Customer Journeys 200

Customer Journeys Consumers Customers Interaction 200

Myra Golden

MARCH 25, 2016

I loved speaking at the 2016 DFW Airport Women’s Initiative Network (WIN) Conference. We had more than 600 beautiful, talented and driven women in attendance. I truly enjoyed working with the executives at DFW Airport to design this special keynote to focus on taking the customer experience to the next level. After my keynote, the ladies blessed me with hugs, invitations to be in selfies, conversations, smiles and promises to stay in touch.

Conference 57

Conference Customer Experience Company Customers 57

Topdown

MARCH 25, 2016

We’ve mentioned that organizations still need to have more than one digital experience platform and/or adopt additional solutions to address weaknesses and gaps in their existing platforms. Many companies are opting to tack on SaaS solutions to fill their DX gaps. This can be a great approach, with a couple of caveats.

Company 52

Company Customer Experience Customers 52

COPC

MARCH 25, 2016

This is the second post in a special blog series called, “Five Changes to Your Quality Program That Can Dramatically Improve Customer Satisfaction.”. With each post in the series, we will examine one of five fundamental changes we recommend you make to your quality program. These are proven approaches to ensure your quality program is truly customer focused.

Metrics 40

Metrics Effort Score Customer Satisfaction Customer Care 40

LiveChat

MARCH 25, 2016

In this Quotes Series I will discuss one of our favourite topics – word of mouth. Each quote is preceded by a question that I thought will make reading easier for you. Why is word of mouth important? 92% of respondents reported that a positive recommendation from a friend is the biggest influence on whether they buy a product. Paul M. Rand, Zócalo Group President and CEO.

Advertising 37

Advertising Marketing Groups Customer Experience 37

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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

Customer Interactions

MARCH 25, 2016

“Interactive Voice Response (IVR) ranks with taxation as one of the most disliked features ever created.” (Gartner) Enough has been said and written about IVR as a necessary evil in today’s contact center. The reality though can be quite different because wherever there is a problem, there is also an opportunity.

Contact Center 28

Contact Center Interaction Customers 28

dscout People Nerds

MARCH 25, 2016

A dscout People Nerds interview with Dan Makoski.

40

40

Customer Interactions

MARCH 25, 2016

In CX Buzz this week we have the most amazing infographic to share with you from JustUno [blog.justuno.com], with 65 E-commerce facts and figures about consumer psychology. We had a hard time deciding which bit to snip and use for our preview. We also loved the interview from UserTesting.com with 19 industry experts giving their definition of CX.

Infographics 29

Infographics Customer Experience Consumers Industry 29