Experience Matters
NOVEMBER 2, 2016
Let me start by saying that HR execs are missing a big opportunity. In the report Benchmarking HR’s Support of CX and Employee Engagement, we examine what human resources (HR) professionals are doing to support customer experience and employee engagement efforts. How? We surveyed 300 HR professionals from large companies and compared the results to a […].
Storyminers
NOVEMBER 2, 2016
Sometimes, making customer experiences better can also make the world better. Here’s how one leading brand is trying. The subject line of an email this morning said “Discrimination and Belonging: What it Means to You” I thought it was a political headline designed to sway my vote given the headline-grabbing nature of this year’s presidential race.
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Experience Matters
NOVEMBER 2, 2016
Let me start by saying that HR execs are missing a big opportunity. In the report Benchmarking HR’s Support of CX and Employee Engagement, we examine what human resources (HR) professionals are doing to support customer experience and employee engagement efforts. How? We surveyed 300 HR professionals from large companies and compared the results to a […].
Beyond Philosophy
NOVEMBER 2, 2016
Have you ever spent a night at a hotel, on business, and been charged a “resort fee” even though you never had time to take advantage of the pool, the spa or any of the other “amenities?”. I have, and I wasn’t happy about it. Nor was I pleased when I was charged to park in a sprawling suburban parking lot, or when I saw the $5 price tag on the bottled water in my room.
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Storyminers
NOVEMBER 2, 2016
Sometimes, making customer experiences better can also make the world better. Here’s how one leading brand is trying. The subject line of an email this morning said “Discrimination and Belonging: What it Means to You” I thought it was a political headline designed to sway my vote given the headline-grabbing nature of this year’s presidential race.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Horizon CX
NOVEMBER 2, 2016
On the cover of the November 2016 issue of Harvard Business Review. (HBR) in pink uppercase lettering is the headline “ WHAT KEEPS CEOs UP AT. NIGHT. ” Just below that are the. words “Brand building, executive pay, and managing Millennials—for. starters.” My finely attuned CX. radar kicks in here and I notice that the word “customer” is missing. Not. surprisingly though, upon reading the article, I see that executive pay is. among the top concerns of CEOs.
Forrester
NOVEMBER 2, 2016
We're pleased to announce that this year's UK Customer Experience Index report is now live! The report is based on Forrester's Customer Experience Index (CX Index™) methodology, which measures how well a brand's customer experience strengthens the loyalty of its customers. Overall, it's been a good year for UK brands, with the percentage of good and OK scores increasing thanks to a significant drop in poor scores.
Horizon CX
NOVEMBER 2, 2016
On the cover of the November 2016 issue of Harvard Business Review (HBR) in pink uppercase lettering is the headline “ WHAT KEEPS CEOs UP AT NIGHT. ” Just below that are the words “Brand building, executive pay, and managing Millennials—for starters.” My finely attuned CX radar kicks in here and I notice that the word “customer” is missing. Not surprisingly though, upon reading the article, I see that executive pay is among the top concerns of CEOs.
Natalie Petouhof
NOVEMBER 2, 2016
Tweet Constellation Research is launching a new program, and I’m happy to share that Oracle has been listed on the Constellation ShortList ™ for Social / Digital Media Listening / Monitoring/ Engagement Platforms. The program offers buyers of technology a list of offerings to consider in their pursuit of digital transformation. Social, digital media listening, monitoring and engagement platforms are designed to build better brand engagement to drive customer loyalty and advocacy.
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Forrester
NOVEMBER 2, 2016
When it comes to their customers, Indian organizations are an ambitous lot. In a Forrester survey of Indian business and technology decision-makers, 70% of respondents said CX was going to be high or critical priority for their companies. But that is just one part of the story. CX is about what customers perceive, not what companies claim. What do Indian customers think about the experiences they have with companies in India?
Provide Support
NOVEMBER 2, 2016
7 Tips for Maintaining A Positive Attitude in Customer Service. There’s no surprise that customer service is among occupations that commonly involve quite a high number of stressful experiences. This might gradually influence our reactions and behaviors, and invisibly cause the outcomes that are not really in our best interests. Exhaustion, anxiety, lack of motivation, uncertainty and frustration are reported as most common issues resulting in overall burnout and occupational hazard in customer
Eptica
NOVEMBER 2, 2016
Date: Wednesday, November 2, 2016 The 3 dimensions of customer service conversations. Published on: November 02, 2016. Author: Laurence Chami Organizations today receive a growing number of incoming emails and social media messages from consumers. At the same time the range and scope of these interactions is also expanding – essentially consumers today want to be able to have conversations with brands, on their channel of choice , in order to find out information, solve problems and to giv
Kate Nasser
NOVEMBER 2, 2016
JOIN Kate Nasser, The People Skills Coach™ and global community in #PeopleSkills Twitter chat SUN. Nov. 6th 10amEST/3pmGMT to explore integrating and balancing emotional intelligence & IQ. The post Balancing Emotional Intelligence & IQ: JOIN People Skills Chat Nov. 6 appeared first on KateNasser.com.
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Myra Golden
NOVEMBER 2, 2016
One of the skills we practice in my onsite customer service workshops is Empathy. Here are some of the exact phrases that I share in my training sessions for use in our role-plays – and in real life with customers. We have the 7 Phrases for Conveying Empathy in this 1-minute video that you can easily share with your employees! For help in how to talk to customers, especially when it comes to conveying empathy, check out: Customer Service eLearning – 10 courses to improve the way your emp
Avaya
NOVEMBER 2, 2016
Since joining Avaya 14 months ago, I’ve been working closely with our channel partners and distributors to ensure we’re in lockstep when it comes to our strategy for mutual profitability and growth. Together we agree that in order to succeed, we must provide our customers with flexible, integrated solutions and services that help them address the business needs in today’s digital marketplace.
Myra Golden
NOVEMBER 2, 2016
Convey Empathy to Customers. One of the skills we practice in my onsite customer service workshops is Empathy. Here are some of the exact phrases I share in my training sessions for use in our role-plays – and in real life with customers: Now you can get even more tips for the very best telephone customer experience. Sign up for my free on-demand webinar and learn 4 ways to establish rapport with callers , discover Disney’s “ 3 o-clock Parade ” strategy and see what Gumby can teach yo
Magellan Solutions
NOVEMBER 2, 2016
As a small to medium-sized business owner, you might have already considered outsourcing inbound call center solutions at some point. As your customer base grows, your company will have to be in a position to handle more incoming calls. This means having enough trained agents, as well as having the right infrastructure. If you’re still on the fence about outsourcing inbound call center solutions, here are eight reasons to reconsider.
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
NOVEMBER 2, 2016
The Real Problem With Customer ServiceThe real problem with customer service is the mindset most leaders have of what it takes to deliver good customer service: “Hiring good people with common sense and soft skills.” That is totally wrong! It is so much more than that. The first part is the term “common sense” which […].
Strativity
NOVEMBER 2, 2016
2016 New Jersey Corporate Culture Awards. The post 2016 New Jersey Corporate Culture Awards appeared first on Strativity.
dscout People Nerds
NOVEMBER 2, 2016
With 1 researcher, 2 projects, 50 users, and 500 data points—here’s what we learned about app user experience.
Brad Cleveland Blog
NOVEMBER 2, 2016
If you haven’t listened before, you might want to check out my podcast series “Customer Strategy and Management.” It includes short, to-the-point podcasts on topics such as building profitable customer relationships, customer access strategies, contact center value, and customer service through social media. Check out the entire series here.
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CX Journey
NOVEMBER 2, 2016
Image courtesy of cheryl1906 For today’s post, it was my pleasure to collaborate with Ben Motteram to compile some ideas you may not have considered with regards to ways you can measure how well you're delivering your customer experience - without hiring a consultant to do the work with or for you. For over 20 years, Ben has been developing customer acquisition and retention strategies for a variety of industries; he is currently a customer experience consultant in Australia.
Brad Cleveland Blog
NOVEMBER 2, 2016
If you haven’t listened before, you might want to check out my podcast series “Customer Strategy and Management.” It includes short, to-the-point podcasts on topics such as building profitable customer relationships, customer access strategies, contact center value, and customer service … Continue reading → The post Customer Strategy and Management Podcasts appeared first on Brad Cleveland.
Avaya
NOVEMBER 2, 2016
I recently attended the 2016 North America IoT Tech Expo in Santa Clara, California. This event highlights how the most innovative advancements in technology are affecting the Internet of Things (IoT). Visitors can listen to case studies and tracks covering the IoT ecosystem including: smart cities, connected living, wearables, developing and IoT technologies, connected industry, connected services, and data and security.
Brad Cleveland Blog
NOVEMBER 2, 2016
If you haven’t listened before, you might want to check out my podcast series “Customer Strategy and Management.” It includes short, to-the-point podcasts on topics such as building profitable customer relationships, customer access strategies, contact center value, and customer service through social media. Check out the entire series here.
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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?
Helen Dewdney
NOVEMBER 2, 2016
by Helen Dewdney, The Complaining Cow consumer blogger and author of How to Complain: The Essential Consumer Guide to Getting Refunds, Redress and Results! and Marcus Williamson consumer champion and editor of ceoemail.com. The idea of going to an Ombudsman has been part of the British consumer system for many years. If an electricity or gas supplier gives problems, then going to court or taking the matter to Ombudsman is seen as a last resort to try to resolve things.
Michelli Experience
NOVEMBER 2, 2016
Forrester's Customer Insights
NOVEMBER 2, 2016
The first U.S. presidential debate was the most watched in history, with 84 million people tuning in. Sure, many of us wanted to educate ourselves before practicing our solemn duty as democratic citizens in November. However, many of us also didn't want to miss out on what (hopefully) promised to be a once in a lifetime political event. We were motivated by FOMO.
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