InMoment XI
APRIL 13, 2016
One of my favourite websites – perhaps even my favourite, apart from the CX Café, of course – is Curbside Classic ([link] As its name suggests, it’s primarily about older or significant vehicles (including bikes, buses, and trains) from around the world which people have come across and feel are worthy of comment or have. View Article.
Experience Matters
APRIL 13, 2016
Starbucks launched changes to its loyalty program that is causing some backlash from customers. So I decided to examine our data on the loyalty of US consumers to the coffee shop giant. My take: As you can see below, Starbucks ranks 23rd out of 293 companies in the 2015 Temkin Loyalty Index. Starbuck’s loyalty ranks 5th out of […].
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InMoment XI
APRIL 13, 2016
One of my favourite websites – perhaps even my favourite, apart from the CX Café, of course – is Curbside Classic ([link] As its name suggests, it’s primarily about older or significant vehicles (including bikes, buses, and trains) from around the world which people have come across and feel are worthy of comment or have.
Vonage
APRIL 13, 2016
A seamless customer experience gets delivered when you answer the questions your customer is asking. It’s as simple as that. Getting there, however, takes a lot of work. Let’s focus on the role that customer journey maps play in a seamless customer experience. A journey framework, even in its simplest form, when used with consistency provides a structure to understand the priorities in customers’ lives.
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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 13, 2016
One of my favourite websites – perhaps even my favourite, apart from the CX Café, of course – is Curbside Classic ([link] As its name suggests, it’s primarily about older or significant vehicles (including bikes, buses, and trains) from around the world which people have come across and feel are worthy of comment or have.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Beyond Philosophy
APRIL 13, 2016
Why do organizations put such little value on loyal customers? Why do we not look at the lifetime value of a customer and see the profit they provide? Why do organizations treat existing customers so poorly? Surely the economics shows us all the error of our ways. We all know it costs less to keep a customer than it does to acquire a new customer. According to the author of The Fusion Marketing Bible Lon Safko, few companies even know how much they spend on marketing for new customers—or the pri
Heart of the Customer
APRIL 13, 2016
We were leading the Action Workshop, finishing a journey mapping project with a client. Whereas they had a very strong overall experience, they were struggling to retain Millennials, a key demographic for them (and for many clients). The journey mapping process led to a clear picture of the pain points for this demographic, and pointed […]. The post Using Journey Mapping to Kill 50 Ideas That Suck appeared first on Heart of the Customer.
Beyond Philosophy
APRIL 13, 2016
Why do organizations put such little value on loyal customers? Why do we not look at the lifetime value of a customer and see the profit they provide? Why do organizations treat existing customers so poorly? Surely the economics shows us all the error of our ways. We all know it costs less to keep a customer than it does to acquire a new customer. According to the author of The Fusion Marketing Bible Lon Safko, few companies even know how much they spend on marketing for new customers—or the pri
Topdown
APRIL 13, 2016
This is the fourth in a four-part series exploring in more detail the ideas presented in Four Surprising Pitfalls in the Way of Great Customer Experience. Be sure to read Part 1: Process v. Project , Part 2: Prioritizing Tactics and Part 3: Sharing the Investment if you haven’t already.
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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.
Magellan Solutions
APRIL 13, 2016
Magellan Solutions’ Jeric Rongap, Rollie Luchavez, and Jose Muñoz are competing in Voice War 2016 – a nationwide singing competition for BPO/Call Center employees. Voice War 2016 is BPO Radio’s annual singing competition that aims to appreciate the artists of the BPO community as it forms a venue where top vocal talents are able to express themselves through International and OPM songs.
Think Customers
APRIL 13, 2016
Along with "next guest, please" the phrase consumers most likely hear at a store is, "are you part of our loyalty program?" But while most companies have a loyalty program, many still struggle to pull actionable insights from the mountain of loyalty data they've collected. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
Bold360
APRIL 13, 2016
In today?s technology fueled world, trends shift rather quickly. Technology is advancing at a break-neck pace and what was popular last month may be out of style today. The future is tough to predict and even the experts can be caught by surprise. In most cases, however, it?s possible to see what?s on the horizon and at the end of the day it may prove to be the difference between you and the competition.
Eptica
APRIL 13, 2016
Date: Wednesday, April 13, 2016 The move to meaningful conversations in customer experience. Published on: April 13, 2016. Author: Olivier Njamfa Over the past fifteen years, the importance of customer experience has grown dramatically. It is now increasingly central to the lives of consumers, meaning that companies that satisfy their needs benefit from a competitive edge over their rivals.
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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,
Helen Dewdney
APRIL 13, 2016
Tesco results show “every little helps” but “it could do so much more” says consumer champion. Tesco PLC’s Preliminary Results 2015/16 were announced today and show that Tesco is back in the black. They showed that there was a Group like-for-like sales growth of 1.6% in 4Q, £6.2bn reduction in total indebtedness, including contribution from sale of Homeplus in Korea and that, according to Tesco, “customer, colleague, supplier measures all improved” But are Tes
LiveChat
APRIL 13, 2016
If you’ve read my latest post about lion customer taming, you may think: OK, I’ve seen a post about dealing with customer complaints , but there was nothing about dealing with complaints via social media ! That’s because dealing with negative comments on social media is different than dealing with the “regular” complaints, received by phone, chat or email.
Provide Support
APRIL 13, 2016
How to Build and Maintain Digital Customer Relationships. Improving the overall customer experience is a top business priority for companies and the main driver behind their digital transformation goals for 2016, according to a new Accenture study “ Digital Transformation in the Age of the Customer ”. “Customer experience is now clearly at the heart of digital transformation, and digital is at the center of that customer experience,” said Anatoly Roytman, managing director at Accenture Interacti
Natalie Petouhof
APRIL 13, 2016
Tweet F8 2016 kicked, with a packed house of more than 2,600 people and hundreds of thousands of people watching via Facebook Live. The keynote from Mark Zuckerberg detailed Facebook’s 10-year technology roadmap, and the ways those technologies will help bring people together and give everyone a voice. F8 2016 continues tomorrow, with more details on our 10 year roadmap to connect everyone and to give people new ways to share using artificial intelligence and virtual reality.
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.
Kate Nasser
APRIL 13, 2016
Developing your people smarts can bring you greater success & happiness. JOIN The People Skills Coach™ in #PeopleSkills global Twitter chat to explore how. The post Developing People Smarts: JOIN #PeopleSkills Chat April 17th appeared first on KateNasser.com.
The DiJulius Group
APRIL 13, 2016
Think about the last time you were running through an airport, headed to the gate to catch a plane. You stopped at the store to grab a magazine, snack and water. The cashier said hello, scanned the items you were purchasing, told you the amount you owed, took your payment, put your items in a […].
Verint
APRIL 13, 2016
It was in 2011 that the back office first came to our attention at Saddletree Research as a potentially disruptive force in the global contact center industry. Although the back office was an entirely separate operation from the front office contact center in most enterprises, the similarities between the two entities indicated a need for further investigation.
NICE inContact
APRIL 13, 2016
A mechanic would have a tough time trying to perform even basic maintenance on a vehicle without a good set of tools. It may be possible to change an oil or air filter without tools, but how about changing a flat tire or replacing the alternator? Good luck loosening a single lug nut with your bare hand. The same is true of any industry including contact centers.
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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.
Customer Bliss
APRIL 13, 2016
When things go wrong, are you nimble enough to prove “We want you back” to your customers? Can you spring into action, identify the issue, plan a recovery, and quickly implement it? That’s what your customers expect and deserve. The delivery of products and services, and the creation of them is mostly a human activity. And because we are human, we have good days and bad days.
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