ijgolding
JANUARY 17, 2017
In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. Whilst the list of seven things is by no means exhaustive, in my experience, together they provide a remarkably solid foundation to embedding the right environment and supporting behaviours to turn talk of customer centricity into reality.
AskNicely
JANUARY 17, 2017
2017 is the Chinese year of the Fire Rooster – heralding lots of changes and challenges. A new President, fallout from Brexit, market uncertainty – and no clear leader of the Rebel Alliance. Uncertainty breeds unhappiness and unhappy customers are more likely to change loyalties, share negative experiences or jump ship. You need to be regularly assessing how your customers feel.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Michelli Experience
JANUARY 17, 2017
Over the years, as a customer experience consultant, I’ve increasingly become a student of “game theory” and of the “gaming industry.” I sense I am not the only one. For example, Thomas J. Watson the founder of IBM is quoted as once saying that “business is a game.”. As you likely know “game theory” is a branch of mathematics that postulates how people interact with one another to get their respective needs met (either in competitive or non-competitive ways).
Customer Bliss
JANUARY 17, 2017
Episode Overview. Jason Bradshaw is the senior leader for customer experience — same role as a CCO, essentially — for the Volkswagen Group Australia. He’s been there since October 2015. Previously he held similar executive customer-facing roles with Target Australia, Fairfax Media, and Singtel Optus. There are a lot of interesting aspects to my discussion with Jason, but one of the bigger ones is his hiring process, which was quite thorough.
Advertisement
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.
AskNicely
JANUARY 17, 2017
2017 is the Chinese year of the Fire Rooster – heralding lots of changes and challenges. A new President, fallout from Brexit, market uncertainty – and no clear leader of the Rebel Alliance. Uncertainty breeds unhappiness and unhappy customers are more likely to change loyalties, share negative experiences or jump ship. You need to be regularly assessing how your customers feel.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Wired and Dangerous
JANUARY 17, 2017
Chairs are a big deal. The big boss sits in the chair at the head of the board table. The best player in each section of an orchestra is called “first chair” and the first chair of the first violin section is the “concertmaster.” We call the leader of a committee the “chair.” Many renowned professors get an endowed chair at a university. One of our most frequent expressions for joining a group is, “grab a chair.
Experience Matters
JANUARY 17, 2017
We just published a Temkin Group data snapshot, Tech Vendors: Product and Relationship Satisfaction of IT Clients, 2017. During Q3 of 2016, we surveyed 800 IT decision-makers from companies with at least $250 million in annual revenues, asking them to rate both the products of and their relationships with 62 different tech vendors. HPE outsourcing, […].
Kerry Bodine
JANUARY 17, 2017
I’m thrilled to announce the publication of our latest FREE eBook: The 2017 Customer Experience Outlook. My friends at Doberman and I recently reached out to our favorite customer experience authors, designers, and industry leaders shares to see what they’ve been thinking about at the beginning of 2017. And largely, it was our need to connect with each other: To build bridges across our organizations.
OpinionLab
JANUARY 17, 2017
[+] Impact, our Corporate Social Responsibility Group, was delighted to organize a Toy Drive in the OpinionLab Chicago office in the run up to the Christmas holidays in support of a local children’s hospital. The Ann & Robert H. Lurie Children’s Hospital of Chicago welcomes gift contributions – particularly at this time of year. [+] Impact encouraged staff to donate items from the hospital’s recommended list and I’m heartened to be able to say they responded extremely generously.
Advertisement
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.
Heart of the Customer
JANUARY 17, 2017
Dawn Mergenthaler has been leading CRM marketing teams for healthcare, retail, and Software-as-a-Service companies for over a decade. She works closely with customer experience (CX) professionals to understand the insights gained that can be leveraged for CRM. She’s well-known for partnering cross-functionally to improve the customer’s communication experience across an organization, ultimately working to improve […].
OpinionLab
JANUARY 17, 2017
[+] Impact, our Corporate Social Responsibility Group, was delighted to organize a Toy Drive in the OpinionLab Chicago office in the run up to the Christmas holidays in support of a local children’s hospital. The Ann & Robert H. Lurie Children’s Hospital of Chicago welcomes gift contributions – particularly at this time of year. [+] Impact encouraged staff to donate items from the hospital’s recommended list and I’m heartened to be able to say they responded extremely generously.
Magellan Solutions
JANUARY 17, 2017
Every business has its own share of challenges and opportunities for growth. SMEs, just like any other business, needs to be very strategic with the use of their resources. But unlike other businesses, SMEs face a set of challenges that are unique to their kind. With the help of business strategies and growth tactics like outsourcing, SMEs have a way to operate their enterprises better.
Myra Golden
JANUARY 17, 2017
The goal was to motivate customer service employees to deliver a better customer experience by monitoring calls and giving feedback on calls. The manager carefully crafted a monitoring form, which would be used to measure everything from listening skills to friendliness, to empathy. Each dimension on the score sheet was rated on a 5-point scale after supervisors listened to a random sample of calls between employees and customers.
Advertisement
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,
Clarabridge
JANUARY 17, 2017
By Jeannie Walters, CEO and Founder of 360Connext. Understanding customers is a tricky thing and will continue to be. You know why? Customers, prospects and all of us share a uniquely tricky trait – we’re human! Humans are sort of funny. We say one thing and do another. We find ways to answer questions to make ourselves sound like the people we WANT to be, but not necessarily the way we are.
Myra Golden
JANUARY 17, 2017
The goal was to motivate customer service employees to deliver a better customer experience by monitoring calls and giving feedback on calls. The manager carefully crafted a monitoring form, which would be used to measure everything from listening skills to friendliness, to empathy. Each dimension on the score sheet was rated on a 5-point scale after supervisors listened to a random sample of calls between employees and customers.
LiveChat
JANUARY 17, 2017
If you’re an entrepreneur you probably care about social media strategy. And if you do some creative stuff you care even more about creating a following. Social media has been traditionally known for it’s “soft selling.” Your social content promotes your business, converts readers, and generates profit. If your work is somehow related to social media you probably know exactly what I’m referring to.
CSM Practice
JANUARY 17, 2017
In the technology industry, Customer Success Management is a growing practice, alongside the increase in popularity of SaaS (software-as-a-service) as a software licensing and delivery model. As a result, the traditional customer-vendor relationship, which now mostly applies to on-premise solutions, has changed dramatically. In many ways, Customer Success has become synonymous to SaaS.
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.
Confirmit
JANUARY 17, 2017
With Confirmit Survey Designer, you can create surveys leveraging a huge range of features to increase response rates, including dozens of innovative question types, multimedia clips, and a powerful array of feedback methods, all designed to engage your audiences and capture the insights you need. Leveraging this powerful, yet easy-to-use working environment, you have the ability to author a survey once, then deploy it across multiple channels – including email, web, CAPI, telephone, mobil
Verint
JANUARY 17, 2017
Are you interested in presenting during a breakout session at Engage 2017, the Verint Systems Global Customer Conference? This year’s conference will be held in Orlando on May 22 - 25, and Verint is seeking customers and partners who would like to share their experiences, expertise, opinions, and best practices with other conference attendees.
Feedback
JANUARY 17, 2017
What does the Voice of the Customer really mean? Voice of the Customer is a business and technology term used to describe a process that is designed to capture customer’s expectations, preferences, experiences, and feedback. Often applied as a market research technique by companies looking to achieve a better and more complete understanding of the customer, VoC can also help your business successfully measure and understand the experiences that you deliver to customers.
ShepHyken
JANUARY 17, 2017
Chad Keck Discusses How to Design a Customer Survey Your Customers Will Actually Complete. Some companies follow up a transaction by sending you a lengthy survey that may take five or ten minutes or even longer to complete. In other words, after you have given the company money, it rewards you with a “homework assignment.” There has to be a better way!
Advertisement
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.
Talkdesk
JANUARY 17, 2017
To welcome the new year, we’re excited to announce a brand new Talkdesk product line: Callbar. We’ve been working on this release for months and we’re thrilled to make it available for agents everywhere today. Read on for more details about Callbar. What is Callbar? Callbar is the fastest, most reliable way to handle Talkdesk phone calls. It’s a web application that allows users to make and receive phone calls from anywhere on the desktop.
Expert insights. Personalized for you.
198 
Let's personalize your content