QuestionPro Audience
JANUARY 19, 2017
One common dilemma we often hear from researchers is that they are investing a great deal of time, resources, and effort to develop a high quality survey, but their survey response rates are declining, as is their online data quality—leaving them unsatisfied with the outcomes of their research. After all, the research is meaningless if the survey results are inadequate.
InMoment XI
JANUARY 19, 2017
As a platform Implementation Manager at MaritzCX, I am often engaged in strategic planning discussions where organizations design a clear vision for their customers’ experience. Discussions range from the value of measuring customer transactions vs. overall relationships, creating vs. fixing customer experiences, and how to empower employees to be proactive with their customers.
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Comm100
JANUARY 19, 2017
According to Ruby Newell-Legner’s book, Understanding Customers, “It takes 12 positive experiences to make up for one unresolved negative experience”. As much as we may try and prevent them, negative experiences are a part of life. When our customers are unsatisfied with an interaction with or a purchase from our company, the best thing that we can do is apologize to them.
InMoment XI
JANUARY 19, 2017
As a platform Implementation Manager at MaritzCX, I am often engaged in strategic planning discussions where organizations design a clear vision for their customers’ experience. Discussions range from the value of measuring customer transactions vs. overall relationships, creating vs. fixing customer experiences, and how to empower employees to be proactive with their customers.
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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.
Comm100
JANUARY 19, 2017
According to Ruby Newell-Legner’s book, Understanding Customers, “It takes 12 positive experiences to make up for one unresolved negative experience”. As much as we may try and prevent them, negative experiences are a part of life. When our customers are unsatisfied with an interaction with or a purchase from our company, the best thing that we can do is apologize to them.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
NICE inContact
JANUARY 19, 2017
We’ve managed to top ourselves again by bringing to inContact’s user conference (ICUC) at NICE Interactions 2017 one of the hottest celebrities on the scene – Alec Baldwin! Throughout Alec’s impressive career, he has worked on fascinating projects on stage, on screen and in film. He has numerous awards to his credit, and we can all reflect upon performances of his which have moved and delighted us over the years.
Alida
JANUARY 19, 2017
The competitive activewear market is about to get a lot more crowded. According to Recode , e-commerce giant Amazon is preparing to launch its own activewear private label brands. If the rumor is true, Amazon will challenge industry leaders like Nike, Lululemon and Under Armour in the $44-billion active apparel market. Amazon’s interest in activewear shouldn’t come as a surprise given the massive growth of this space.
Calabrio
JANUARY 19, 2017
This time of year, many of us are working to evaluate and solidify our goals for the coming year. At Calabrio, we know that to achieve those goals, successful companies are constantly analyzing what is and is not resonating with customers and driving those insights back into the business. From creating improved customer experiences to a renewed focus on employees, we see 2017 as the year that brands look for ways to foster both employee and customer engagement.
CX Journey
JANUARY 19, 2017
Image courtesy of vigdor Do you know what it takes to stay ahead of the competition? Is that one of your business goals? I recently did an interview with someone for an article she was writing, and one of the questions was about competition and how to best research the competition. Other questions on the topic revolved around how businesses can stay relevant and how they can set themselves apart in over-saturated industries.
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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.
Joe Rawlinson
JANUARY 19, 2017
Company Culture Trickles Down From the Top. The most successful businesses and brands typically follow the same path when it comes to leadership. If your employees and company culture are a priority to you, your customers and their experiences will be a priority to your employees. Leading by example is critical to the success of your company and is the beginning of what is known as the “waterfall effect.
Promoter.io
JANUARY 19, 2017
I have something to confess to you. It’s embarrassing, and I was struggling about whether to tell you about it. But first, I have a question for you … Why is it that most of your marketing campaigns aren’t as effective as you’d like them to be? Come on now, it’s just you and me […]. The post Why Marketing Campaigns Fail appeared first on Promoter.io Blog.
Bold360
JANUARY 19, 2017
Customer service has never been more important. Businesses are beginning to understand that customer experience is the difference between social media shares and bad publicity, between creating brand ambassadors or handing over the profits to your competition. Simply put, between conversion and churn. We’ve compiled a list of the top 20 thought leaders in customer experience, all of whom have their finger on the pulse of customer service, and are must-follows for keeping your CX current, success
Middlesex Consulting
JANUARY 19, 2017
A few weeks ago, I wrote a post about the results of my asking our Field Service engineers “What happens if the products never fail?” Yesterday I read about a new wristwatch that promises no service for 50 years. The manufacturer is so confident in their claim that they back it up with a 50-year guarantee. Here is the picture from the article: They eliminated the need for lubricants which require occasional replenishment by using very low friction advanced materials.
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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,
Magellan Solutions
JANUARY 19, 2017
There is an ongoing evolution of how people view call centers. Initially, many thought of call centers as just an extension of a company’s administration office, and nothing more than an answering service provider. But as the call center and business process outsourcing industry became more competitive to meet the ever-changing demands of businesses, that perception has shifted as well.
Eptica
JANUARY 19, 2017
Date: Thursday, January 19, 2017 Capturing emotion for a better APAC customer experience. Published on: January 19, 2017. Author: Vincent Giraud The original aim of customer service was relatively transactional – a consumer made a query, an answer was provided by the company, the customer was satisfied and the interaction was completed. However, in today’s competitive markets this is no longer enough to win and retain customer loyalty.
Helen Dewdney
JANUARY 19, 2017
Press release . Today, Ofcom, the telecommunications regulator, fined EE around £2,700,000 for overcharging its customers. The Ofcom investigation concluded that EE made fundamental billing mistakes. It cannot investigate individual complaints. However, you can inform them of problems and if a significant number of people do this regarding the issue then it can investigate and take action.
Think Customers
JANUARY 19, 2017
The sense that retailers are under more pressure than ever was a major theme at the National Retail Federation’s annual Big Show in New York this week. Several large retail brands kicked off 2017 with announcements that they were laying off employees or closing altogether. Squeezed by online competitors and evolving customer tastes, Macy’s, Sears, The Limited, and American Apparel have said they will be closing some or all of their stores.
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.
Talkdesk
JANUARY 19, 2017
Technology changes fast. The tech tools that we use to be productive today make the tools from five or ten years ago nearly unrecognizable. Moving time in the other direction, it can be extremely difficult to predict which tools will be available in the future. The only safe prediction is that the pace of this improvement will continue to increase. These advances increase what customer experience teams can do, but that also comes with a rising level of customers expectations.
Provide Support
JANUARY 19, 2017
7 Tips for More Effective Communication with Customers And Coworkers. Strong communication skills have always been critical for career success. In customer service, an ability to communicate clearly and effectively with customers is more than just a nice skill that is desired to have. In fact, it’s an essential that ultimately defines the whole team productivity and customer satisfaction.
COPC
JANUARY 19, 2017
Is an Omnichannel Environment Truly Attainable? COPC Inc. Recommends that Issue Resolution Should Instead be a Company’s Primary Focus. “Customers expect to receive service on the channel of their choice, whether it’s phone, email, text, chat, web, mobile, or social media, and want to be able to start an interaction in one channel and then seamlessly transition to another,” according to a recent article in CRM magazine by Senior Editor Leonard Klie.
Circular Edge
JANUARY 19, 2017
I had a great year hosting our webinar series & wanted to share the best of our Circular Edge educational sessions with you, the JD Edwards community. May your 2017 be enriched by continued learning & growth! Page Composer - Empower Users to quickly & easily create their own dynamic personalized layouts. JDE E1 9.2 - Preparing for the Technical side of the Upgrade.
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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.
Qualtrics
JANUARY 19, 2017
Customer experience management is only for the determined: 70% of all customer experience transformations fail, according to research by McKinsey and Co. And of those failures, 72% can be attributed to employee resistance and unsupportive leadership behaviors. Ron Ritter and Will Enger from McKinsey & Company outline three steps to align front-line behaviors with the overall customer experience vision, increasing the chance for your program to succeed.
Kayako
JANUARY 19, 2017
Aching over why your metrics aren’t meeting your performance benchmarks is tough for any support team. It can make you feel like you’re not doing your job properly. Or worse, that you’re leaving your customers hanging around waiting to receive help. Each support channel demands different expectations from your support team. For live chat to really hold up it’s name, the agent must be present.
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