Fri.Mar 03, 2017

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Why a Static Journey Map Isn’t the Answer

InMoment XI

Many companies want to create a journey map, and for varying reasons. Companies want to truly understand all the (proactive or reactive) steps that occur when a customer engages with their company. There are internal benefits that come from internal groups working across departments to really talk about customer facing journeys and create a draft.

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{Guest Infographic} Portrait of a Mobile Consumer

Michelli Experience

Infographic originally published to VoucherCloud.com & design by Maureen Sanford.

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Why a Static Journey Map Isn’t the Answer

InMoment XI

Many companies want to create a journey map, and for varying reasons. Companies want to truly understand all the (proactive or reactive) steps that occur when a customer engages with their company. There are internal benefits that come from internal groups working across departments to really talk about customer facing journeys and create a draft. View Article.

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How Sujan Patel Writes Six Top-Ranking Blogs Every Week

Influitive

As a content marketer, everything you do revolves around producing the best content as quickly as possible. However, in a world where competition for views is high, how can you strike a balance between quality and quantity? Sujan Patel, author, blogger, public speaker and co-founder of multiple startups including Mailshake and Narrow, has an answer.

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From Data to Decisions: Maximizing Retail Potential with AI

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.

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Guest Blog: 4 Strategies For Encouraging Internal Collaboration

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Jeff Dahms, explains the importance of encouraging internal collaboration within your organization. These are great strategies to help take care of your internal customers. – Shep Hyken. Cross-departmental collaboration is a reflection of a healthy internal culture. When employees feel comfortable working together, communicate effectively, and understand each other’s roles and functions within the system, your customer feels

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6 Building Blocks of Long-Lasting Customer Relationships

Amity

​As a CSM, a key focus of your day to day activities will be to maintain constant communication with your clients. Throughout their customer journey, there’ll be a number of touchpoints and you’ll most likely be dealing with different stakeholders throughout the way. Frequent support and communication will be key, and the basis for building healthy relationships with stakeholders.

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Customer-Centric Roundup: February 2017

iPerceptions

The first two months of 2017 seemed to have just flown by, with spring already being just around the corner.

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3 Reasons Why Customer Health is Like a Gallon of Milk

ClientSuccess

For those just joining my blog series CSM from the Trenches , welcome. Here I discuss trends, best practices, and advice for frontline customer success managers (CSMs). Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Let’s move forward with this week’s blog post!

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How much Grit do you have? Take this quiz ahead of 2017 ForeSee Summit

ForeSee

The level of “Grit” a person has could be as important, if not more, than having talent and luck when it comes to achieving success. So says 2017 ForeSee Summit. The post How much Grit do you have? Take this quiz ahead of 2017 ForeSee Summit appeared first on ForeSee.

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

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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4 Powerful Ways to keep Your Team Motivated

CSM Magazine

Bill Hogg looks at some key motivational methods that you can use with your team right away. Inspiring leaders recognize that money is not the main reason people come to work. Sure, it’s the primary motivator for why we work—but once the concept of comparable pay for comparable work has been addressed, it fails to inspire passion in the workplace. Truly understanding the real reasons why most people turn up for work day after day, year after year, is the top priority for leaders wanting to get t

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Only The Brave Need Peek Beyond The Veil Of Digital Disruption

Forrester's Customer Insights

The discussions at eCommerce MoneyAfrica Confex last week definitely sharpen my African perspective on digital commerce. While behind in some ways the continent is miles ahead in others. I was specifically impressed with some of informal discussions on the rise of peer-to-peer commerce and engagement. Its potential impact on collapsing the value chain between supplier and consumer made me sit-up and listen as the resultant disruption -should p2p deliver even an iota of its promise- is staggering

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G2 Crowd Awards Talkdesk’s Contact Center as High Performer

Talkdesk

One week after Talkdesk topped GetApp’s list of Call Center Leaders , another third-party analyst has released an industry report with Talkdesk leading the way. Data from G2 Crowd ’s most recent industry overview named Talkdesk a High Performer in the contact center industry based on reviews from real users. Talkdesk’s reviews are great, receiving four- or five-star ratings in 95% of reviews.