InMoment XI
FEBRUARY 29, 2016
The great American poet Mike Tyson once said, “Everybody’s got a plan until they get punched in the mouth.” In military parlance, we say, “No plan survives contact with the enemy.” Whether it’s boxing, combat operations or business, it’s imperative to have a plan. It’s equally imperative to have a culture where your followers know. View Article.
Vonage
FEBRUARY 29, 2016
No company wants to fail their customers, but at some point it’s going to happen. You’re going to mess up, or bad luck will mess you up, or a supplier will mess you up in the eyes of your customer. So, no matter how superb your product or service is, eventually you’ll need to find an answer the following question: How should you compensate a customer for a service or product failure?
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InMoment XI
FEBRUARY 29, 2016
To immerse yourself in what good customer experience design looks like, one need to go no further than the Riviera Barber Shop in Redondo Beach, California. I used to view getting a haircut as a mundane task that had to be endured like mowing the lawn or renewing my drivers’ license. That all changed after my first visit. View Article.
NICE inContact
FEBRUARY 29, 2016
As I talk to many new customers about why they are moving to the cloud, I’m seeing several trends that demonstrate how we’re helping companies achieve their goals. Customer experience is rapidly evolving for organizations of any size, a result of the proliferation of digital channels and social media, mobile technology, the need to reduce customer churn and to increase loyalty of consumers.
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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
FEBRUARY 29, 2016
The great American poet Mike Tyson once said, “Everybody’s got a plan until they get punched in the mouth.” In military parlance, we say, “No plan survives contact with the enemy.” Whether it’s boxing, combat operations or business, it’s imperative to have a plan. It’s equally imperative to have a culture where your followers know.
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
FEBRUARY 29, 2016
To immerse yourself in what good customer experience design looks like, one need to go no further than the Riviera Barber Shop in Redondo Beach, California. I used to view getting a haircut as a mundane task that had to be endured like mowing the lawn or renewing my drivers’ license. That all changed after my first visit.
Beyond Philosophy
FEBRUARY 29, 2016
Imagine the power of being able to predict your Customers’ behavior. It would mean that you can design an experience that plays into this behavior and creates an excellent Customer Experience that drives $$$ for you. However, reliably predicting your Customers’ behavior is going to be difficult even under the best of circumstances. Often, organizations stymie themselves by making bad assumptions about what is motivating their Customers preferences and choices.
InMoment XI
FEBRUARY 29, 2016
The great American poet Mike Tyson once said, “Everybody’s got a plan until they get punched in the mouth.” In military parlance, we say, “No plan survives contact with the enemy.” Whether it’s boxing, combat operations or business, it’s imperative to have a plan. It’s equally imperative to have a culture where your followers know.
Wired and Dangerous
FEBRUARY 29, 2016
While working in Nicaragua, we were surprised to see active volcanoes with large craters and smoke seething from their tops. Volcanoes usually offer a warning before “blowing their tops.” Sometimes it is added smoke bellowing into the skyline; sometimes it is a series of minor earthquakes. When the internal pressure builds to a certain point, fire and heat go sky high; volcanic ash and lava spread way beyond the crater.
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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
FEBRUARY 29, 2016
To immerse yourself in what good customer experience design looks like, one need to go no further than the Riviera Barber Shop in Redondo Beach, California. I used to view getting a haircut as a mundane task that had to be endured like mowing the lawn or renewing my drivers’ license. That all changed after my first visit.
Helen Dewdney
FEBRUARY 29, 2016
I was on Radio Gloucestershire the other week regarding a local restaurant suddenly closing and your rights if you have vouchers. I often get asked this so thought a post would be useful. Your rights and what you should do. If the voucher is for any amount over £100 and was paid for by credit card then you have protection from the credit company under Section 75 of the Consumer Credit Act.
Maz Iqbal
FEBRUARY 29, 2016
Does sales effectiveness require process – following a particular process in a particular manner? Perhaps. Does sales effectiveness necessitate using the right technology/tools – say like a CRM system? Perhaps. Does sales effectiveness require a deep insight into the customer’s industry / business? Perhaps. Does sales effectiveness require great negotiating skills.
transcosmos Information Systems
FEBRUARY 29, 2016
Outsourcing technical support is a logical decision because it allows your company to stay focused on primary functions and save on the costs of in-house personnel and equipment. When searching for a reliable technical support provider, you should address common concerns to ensure due diligence. Aside from financial and technical evaluation, there are also other important questions you should be asking your prospective contractor.
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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,
CSM Magazine
FEBRUARY 29, 2016
Sam Walton famously stated, “There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.”. Yet, one thing needs to be added to Walton’s assessment in terms of modern businesses. Not only can the customer spend their money elsewhere, but they can also destroy your business’ reputation before they do so.
ForeSee
FEBRUARY 29, 2016
The 10th Annual ForeSee Summit is fast-approaching, taking place May 3-5, 2016 in beautiful Palm Desert, CA. Customer experience leaders from hundreds of the world’s leading companies will gather at the JW Marriott. The post ForeSee to Reveal Game-Changing New Product Roadmap at 10th Annual ForeSee Summit appeared first on ForeSee.
Natalie Petouhof
FEBRUARY 29, 2016
Tweet What Does Gender Have to Do With Coding? When a group of computer science students decided to study the way that gender bias plays out in software development communities, they assumed that coders would be prejudiced against code written by women. After all, women make up a very small percentage of software developers – 11.2% according to one 2013 survey – and the presence of sexism in all corners of the overwhelmingly male tech industry has been well documented.
Customer Interactions
FEBRUARY 29, 2016
Being the older of 2 brothers, I feel as though my 3-year younger brother got off lightly when we were growing up – I am sure he feels differently, but as I am penning this article, my bias wins!
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.
Touchpoint Dashboard
FEBRUARY 29, 2016
“I just don’t understand. You seem like a rational person and yet support Peyton Manning as the best quarterback to ever play in the NFL. Don’t you see that Tom Brady is better?! He’s won four Super Bowls and Peyton only has two!” said the young football player. “I’ve rooted for Peyton Manning since before […].
Verint
FEBRUARY 29, 2016
Can you spare five minutes of your time? I have an opportunity for you to make your voice heard. The not-for-profit National Association of Call Centers (NACC) is gathering the data needed for continued contact center research in 2016. Although Saddletree Research is my primary business, I have worked under contract as research director for the NACC since 2008.
Upwave
FEBRUARY 29, 2016
Which Netflix shows are the most watched? Per their latest letter to investors , Netflix doesn’t plan to tell us. “We don’t release title‐level ratings as our business model is not dependent on advertising or affiliate fees.”. Which is a shame for us, but logical for Netflix. If the TV networks had a clear picture of viewership, they would be more effective at negotiating licensing deals.
AskNicely
FEBRUARY 29, 2016
How can the CEO of a major organization change the company culture in just five minutes a day? A few years ago, I found that I was asking myself the same question. I decided that, although I might not be able to change everything that was wrong with my company in five minutes, I could make things better for one person. I committed myself to personally responding to one customer each day.
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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.
Bob Hayes
FEBRUARY 29, 2016
We live in a Big Data world where everything is being quantified. As a result, businesses are trying to make sense of their ever-expanding, diverse, streaming data sources to drive their business forward. If your competitors have access to the same type of data (CRM, ERP, weather, etc.) that you do, how can you keep ahead of them? One way is to get better insights from your data.
AskNicely
FEBRUARY 29, 2016
How can the CEO of a major organization change the company culture in just five minutes a day? A few years ago, I found that I was asking myself the same question. I decided that, although I might not be able to change everything that was wrong with my company in five minutes, I could make things better for one person. I committed myself to personally responding to one customer each day.
CSM Magazine
FEBRUARY 29, 2016
Over the past decade there has been a virtual revolution in business communications, with the nationwide roll-out of high-speed broadband encouraging companies to embrace emerging technologies, such as VoIP telephony (Voice over Internet Protocol). VoIP systems are versatile, flexible, and offer comprehensive functionality, with feature-rich handsets that have become key to improving customer service management.
LiveChat
FEBRUARY 29, 2016
Welcome to the fifth episode of The Alchemy of Ads! I’m quite sure you have already seen Best Super Bowl 50 commercials I’ve posted after a Big Game, so today we will focus on something else. Grab a cup of tea, sit comfortably in your chair and enjoy! Perfect storytelling: Dear Brother. If you ever wondered how an innovative, emotional and artistic commercial looks like, here it is: “Dear Brother”.
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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?
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