InMoment XI
APRIL 20, 2016
Our experiences as customers can be moving and memorable. Think about the last time you received above-and-beyond service. You might remember an employee who was personally engaged in problem-solving with you, truly invested in helping you reach a solution. Or maybe it was an exceptionally simple return process created via corporate policy and enabled by.
Experience Investigators by 360Connext
APRIL 20, 2016
It’s become cliché to say it, but everyone does own the customer experience. If the custodian sweeping up doesn’t believe his role plays a part, then it’s easy to pull the thread and suddenly nobody thinks they own the experience overall. I ask this question a lot when I speak to groups. Who owns the […]. The post What Happens When Everyone Owns the Customer Experience?
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InMoment XI
APRIL 20, 2016
An ancient Scottish proverb says “you can’t make a sheep fatter by weighing it”. Good CX leaders know that measuring customer experience is only one part of effecting change within the business. And just implementing a customer feedback measurement program is not enough. In a recent survey MaritzCX has conducted among key CX decision.
Customer Bliss
APRIL 20, 2016
Deloitte recently did a study of 7,000+ companies in 130+ countries called Deloitte Human Capital Trends 2016. You can see the full report and its findings at that link, but one of the more interesting parts is represented in this graph: As Josh Bersin summarizes here on Forbes , the biggest trend in Deloitte’s research is an increasing focus on teams — as opposed to just leaders — for future business growth.
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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.
InMoment XI
APRIL 20, 2016
Our experiences as customers can be moving and memorable. Think about the last time you received above-and-beyond service. You might remember an employee who was personally engaged in problem-solving with you, truly invested in helping you reach a solution. Or maybe it was an exceptionally simple return process created via corporate policy and enabled by.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
InMoment XI
APRIL 20, 2016
An ancient Scottish proverb says “you can’t make a sheep fatter by weighing it”. Good CX leaders know that measuring customer experience is only one part of effecting change within the business. And just implementing a customer feedback measurement program is not enough. In a recent survey MaritzCX has conducted among key CX decision. View Article.
Michelli Experience
APRIL 20, 2016
More than a decade ago marketing professors Kevin Keller and Alice Tybout advanced two concepts that not only changed the way people market their businesses but also SHOULD have changed the way we think about delivering customer experiences. They are POPS and PODS. POPS stands for “Points of Parity ” and PODS is an acronym for “Points of Distinction” In simplest terms, Points of Parity (POPS) are qualities that you share with competitive brands deemed to be excellent.
InMoment XI
APRIL 20, 2016
Our experiences as customers can be moving and memorable. Think about the last time you received above-and-beyond service. You might remember an employee who was personally engaged in problem-solving with you, truly invested in helping you reach a solution. Or maybe it was an exceptionally simple return process created via corporate policy and enabled by.
Magellan Solutions
APRIL 20, 2016
If you’re an owner of a startup or a small/medium-sized business (SMB), chances are, you’ve already heard from your fellow businessmen or read from published articles that call center outsourcing is a tested and proven way of acquiring cost-savings on certain business processes. Outsourcing non-core tasks like customer service to offshore providers brings efficiency to companies as its employees can start focusing on core tasks rather than juggling many tedious tasks in the middle of their core
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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.
InMoment XI
APRIL 20, 2016
An ancient Scottish proverb says “you can’t make a sheep fatter by weighing it”. Good CX leaders know that measuring customer experience is only one part of effecting change within the business. And just implementing a customer feedback measurement program is not enough. In a recent survey MaritzCX has conducted among key CX decision.
Bold360
APRIL 20, 2016
On April 12th of this year, Facebook announced that they are launching their Messenger platform which allows developers to build chat bots for their Messenger application. Chatbot platforms are not necessarily a new concept, but Facebook?s announcement may be the siren call that ushers in the era of customer service chat bots.
Think Customers
APRIL 20, 2016
Hospitality and travel companies could learn a lot from Iceland in terms of creating a frictionless guest experience. I recently visited Iceland's capital, Reykjavik, for a four-day vacation. Although it was a short trip, it gave me a glimpse into a well-oiled tourism engine that companies should aspire to. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
Bold360
APRIL 20, 2016
With the whole world going mobile, and omni channel retail solutions being all the rage, it?s important for businesses to cater to every aspect of a customer?s mobile experience. From adopting mobile marketing strategies to optimizing your website for mobile use to streamlining mobile customer service, there are a lot of ways to offer customer support and enhance customer service through mobile solutions.
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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,
Andrew Mcfarland
APRIL 20, 2016
I am normally a BIG fan of the Harvard Business Review but their premature calls for subscription renewals have earned them a spot on my “pet peeves” list. The timeline looks like this: Nov 2015 – Pay for 12 issue subscription.
Provide Support
APRIL 20, 2016
How to Build a World-Class Customer Service Team. Coming together is a beginning. Keeping together is progress. Working together is success — Henry Ford. What are the most important factors contributing to customer service team success? Are there any secret ingredients, tips or strategies world’s leading customer service teams run on? What are the traits top high-performing customer service teams have in common?
LiveChat
APRIL 20, 2016
Churn rate is one of the defining metrics for any subscription-based business. Keeping an eye on your churn is the easiest way to check if your customers are happy with what they are getting. Even though it’s not the only tool that will help you monitor your business, it’s one of the more reliable ones. As soon as something goes wrong, your churn will reflect that.
Talkdesk
APRIL 20, 2016
Automated workflows have become a mainstay in business software. Companies from all industries use them in a variety of ways, for a variety of purposes. They have been lauded as almost silver bullets for improving efficiency. So what’s behind all the hype? In this post, we’ll explore automated workflows, with a particular emphasis on their application to modern call centers.
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.
The DiJulius Group
APRIL 20, 2016
Delight the Customer or LOSE YOUR JOB In a memo to all his employees, the CEO of Restoration Hardware, Gary Friedman, told his employees, “We need a MASSIVE CHANGE IN OUR CULTURE AND ATTITUDE RIGHT NOW.” Order-cancellation rates at RH Modern have climbed to 17 percent, up from around five percent. “YOU WILL NEVER GET IN […].
dscout People Nerds
APRIL 20, 2016
Sharing tips about how to improve your mobile research design.
Verint
APRIL 20, 2016
Knowledge Management (KM) is a core business competency: a way of thinking, acting and learning focused on knowledge creation, maturation and re-use. As such, the development and evolution of KM requires a combination of individual development, cultural change and organizational practices. The deployment of a knowledge base, while often the catalyst and focus for renewed focus on KM, is only a framework to enable a new set of practices.
Beyond Philosophy
APRIL 20, 2016
In this series, professionals describe what numbers govern their happiness. Write your own #MyMetric post here. Some businesses look at the bottom line with customers. Companies that are and will be most successful going forward will optimize something besides margins and profits: The Net Emotional Value. What is the NEV? The Net Emotional Value (NEV) refers to the single number that represents the emotional value you provide to your customers.
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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.
Beyond Philosophy
APRIL 20, 2016
In this series, professionals describe what numbers govern their happiness. Write your own #MyMetric post here. Some businesses look at the bottom line with customers. Companies that are and will be most successful going forward will optimize something besides margins and profits: The Net Emotional Value. What is the NEV? The Net Emotional Value (NEV) refers to the single number that represents the emotional value you provide to your customers.
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