ijgolding
DECEMBER 5, 2016
As anyone with young children will attest, the well-known TV character ‘Bob the Builder’ is best known for coining the phrase ‘can we fix it?’, followed by the cry of ‘yes we can!!’ True to these words, Bob and his trusty sidekicks, Scoop, Roley and Dizzy (among others), do indeed fix things. So what (I hear you think to yourselves) has a child’s cartoon got to do with the subject of Customer Experience?
Steve DiGioia
DECEMBER 5, 2016
This original article was written by Steve DiGioia. Businesses across the land champion their great service and the positive experience given to their throngs of loyal customers. They tout the benefits of their product and how they tend to the specific needs, wants and desires of their customers. But as time passes many forget their original stated intent and lean more toward reducing payroll, lowering operational/product costs and finally to increasing profit as their primary goal.
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Experience Matters
DECEMBER 5, 2016
We published a Temkin Group report, Capturing Insights from Online Customer Communities. Here’s the executive summary: Companies across a range of industries use online customer communities to augment their customer support, marketing, and product innovation efforts. However, when used thoughtfully, these online communities can provide value far beyond their original purpose.
Wired and Dangerous
DECEMBER 5, 2016
Today’s wired and dangerous customer is looking for organizations that are continuously pushing to improve the customer journey and take their customers’ experience to new heights. Delivering a customer experience that satisfies the customer is not nearly enough to create loyalty and growth. Customers are on the lookout for companies who utilize innovation to find new ways to consistently wow their customers.
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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.
Experience Matters
DECEMBER 5, 2016
We published a Temkin Group report, Capturing Insights from Online Customer Communities. Here’s the executive summary: Companies across a range of industries use online customer communities to augment their customer support, marketing, and product innovation efforts. However, when used thoughtfully, these online communities can provide value far beyond their original purpose.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ShepHyken
DECEMBER 5, 2016
Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Beyond the Wow Factor: Why Customer Experience Management Is Not About Exceeding Expectations by Paul Greenberg & Thomas Wieberneit.
SuiteCX
DECEMBER 5, 2016
“The capacity to learn is a gift; the ability to learn is a skill; the willingness to learn is a choice.” Wise words by Brian Herbert. At SuiteCX we believe in ongoing and continuous learning to better ourselves and our partners as we strive together and exercise our cognitive muscles. This year we have made continuous learning a key priority and important part of our product development roadmap, coaching tools, and support services.
CustomerGauge
DECEMBER 5, 2016
Do you run? I’m a pretty slow runner, but I love a 10k event—I really put my heart into it. If you are like me, you pace yourself carefully, so you try to run with the optimum amount of energy, and finish with a nice turn of speed. Now, picture yourself about to cross that […]. The post Why Some CEOs Need 5 Quarters, Not 4, to Meet Sales Goals appeared first on CustomerGauge.
Beyond Philosophy
DECEMBER 5, 2016
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. All of the changes in customer decision-making dynamics, and influences on corporate and brand perception over the past decade or two, have brought business-to-business and business-to-consumer marketplaces to a new frontier. There is an increasingly critical connection between brand promise, corporate trustability and reputation, the customer experience as created by people and processes, and downstream customer beh
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Amity
DECEMBER 5, 2016
For those just getting a Customer Success platform or reporting system up and running, deciding what metrics to track can be confusing. There are so many data points in Customer Success, but which are the ones that really give you insight into the health of your customer, and which ones should you prioritize right away? Total Usage/Users and Days Since Last Login: Understanding the amount of users using the platform and the frequency at which they are using it will give you insights into how muc
Avaya
DECEMBER 5, 2016
All too often, we find that IT executives who are facing budget cuts buy unauthorized support services for their Avaya solutions. Doing so puts IT departments and their mission-critical networks at considerable risk. We’re raising awareness about the true value of having legitimate Avaya support services for your communications. We want to help IT managers learn that selecting the right support provider and service levels matters.
LiveChat
DECEMBER 5, 2016
Enterprise customer service is largely about how many people you can help before the costs become prohibitive. To do it well, you need to forget a bit about the quality of contact and about customers’ contact preferences. You pick what gives you the most answering power. No real-time customer service method will allow you to offer reliable enterprise customer service to all your customers.
MyCustomer
DECEMBER 5, 2016
Loyalty. How DHL built its CX programme & what we can learn.
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Customer Interactions
DECEMBER 5, 2016
Empowering employees demonstrates trust, which in turn increases agents’ perceptions of their own competence. Employees who are feel confident and informed about the organization and their own capabilities optimize their performance. With 50 to 150 agents or more, the contact center environment is not a natural breeding ground for employee empowerment: Scripts, workstations and schedules can be highly restricting.
Verint
DECEMBER 5, 2016
In another life, as “Bob the Movie Man,” I am a prolific film reviewer—so, I often frame business problems in terms of famous movies. For those old enough to remember “Back to the Future,” Marty McFly jumped into Doc Brown’s souped-up DeLorean and traveled back in time. What would happen if Marty got into the DeLorean today and went back to 1985? What would Marty have found in terms of local government citizen service?
transcosmos Information Systems
DECEMBER 5, 2016
For most retailers across industries, the holiday season promises increased sales revenue. Some retailers start their holiday promotions as early as October to capture the early birds. However, many people still end up buying last-minute gifts. Today’s consumers know they have more choices, especially during the holidays. To improve your chances of raking in top sales figures this holiday season, here are more stats and facts you need to know to improve your Christmas season promotions.
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