InMoment XI
MARCH 14, 2016
In the wake of the shooting spree of Uber driver in Michigan, there have been a whole lot of discussions about how Uber customers go about rating drivers and whether a 4.73 on a 5-point scale is a good score or not. One analyst I listened to said that 4.73 is actually a bad score. View Article.
Steve DiGioia
MARCH 14, 2016
you may have your own stuff to talk about but not during working hours. This original article was written by Steve DiGioia. Life has a funny way of throwing us curve balls. Things never seem to go as planned or as we hoped. It’s understandable that we would become discouraged or upset when this happens and take our problems to work. “I’m going to speak with Sheila when I get to work, she is always good with things like this”, you may say.
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InMoment XI
MARCH 14, 2016
Billions of dollars of outcomes rest on driving change in CX programs to benefit businesses, shareholders and, critically, customers. Alicia Boler-Davis, General Motor’s Vice President for Global Quality and Customer Experience recently stated that for the auto company, the value of loyalty is $700 million for every percentage point of improvement in customer retention.
Help.com
MARCH 14, 2016
A recent study by Gallup shows that only 29% of customers are fully engaged. Think about what that means for your brand. 71% of customers are ready and willing to part ways with your company. Why aren’t they happy? What can you do to mend the relationship? We share a few tips below that can help boost your customer engagement and create a culture of loyal, happy 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.
InMoment XI
MARCH 14, 2016
In the wake of the shooting spree of Uber driver in Michigan, there have been a whole lot of discussions about how Uber customers go about rating drivers and whether a 4.73 on a 5-point scale is a good score or not. One analyst I listened to said that 4.73 is actually a bad score.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
InMoment XI
MARCH 14, 2016
Billions of dollars of outcomes rest on driving change in CX programs to benefit businesses, shareholders and, critically, customers. Alicia Boler-Davis, General Motor’s Vice President for Global Quality and Customer Experience recently stated that for the auto company, the value of loyalty is $700 million for every percentage point of improvement in customer retention.
Wired and Dangerous
MARCH 14, 2016
Customers today have higher expectations than ever. They expect treatment that telegraphs they are valued, special, and unique, not just one of the masses. This customer narcissism has been forged both through the pampering provided by service providers as well as their new-found muscle to get their way in the marketplace. This level of expectations represents a dramatic shift in what is required to insure customer loyalty — the stuff of growth and profits.
InMoment XI
MARCH 14, 2016
In the wake of the shooting spree of Uber driver in Michigan, there have been a whole lot of discussions about how Uber customers go about rating drivers and whether a 4.73 on a 5-point scale is a good score or not. One analyst I listened to said that 4.73 is actually a bad score.
Beyond Philosophy
MARCH 14, 2016
When Starbucks recently announced changes to its rewards program, Twitter users lashed out at the coffee giant. They complained that the new program, which will award points based on the amount of money spent (rather than on the number of visits to Starbucks) will penalize regular customers who buy only small items, like a brewed coffee. Some vowed to defect to Dunkin’ Donuts.
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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.
InMoment XI
MARCH 14, 2016
Billions of dollars of outcomes rest on driving change in CX programs to benefit businesses, shareholders and, critically, customers. Alicia Boler-Davis, General Motor’s Vice President for Global Quality and Customer Experience recently stated that for the auto company, the value of loyalty is $700 million for every percentage point of improvement in customer retention.
Win the Customer
MARCH 14, 2016
The rapid migration from the web and PCs to mobile devices in the last decade surprised everyone. As smartphones rapidly became more advanced, users were soon realizing that their phones could be their primary window to the online world. People can now be in touch and up to date through their phone, receiving news, keeping up with social media and even watching their favorite shows.
Help.com
MARCH 14, 2016
A recent study by Gallup shows that only 29% of customers are fully engaged. Think about what that means for your brand.
PeopleMetrics
MARCH 14, 2016
The other night, I tried to explain to my wife how the turbochargers in my car work. About two minutes in, her eyes were glazed over so much it looked like she had cataracts. Which brings me to my point: Some things can seem complicated. Perhaps unsurprisingly, customer experience comes to mind as an example. Many business elements can affect the overall experience a company provides.
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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,
Bob Hayes
MARCH 14, 2016
Data scientists are highly educated. In our study of data scientists, we found that over half of them, both men and women , hold either a Masters or PhD degree and about a quarter of them hold a 4-year degree. The level of educational attainment is related to proficiency in data science skills (more advanced degrees are associated with greater proficiency), but only for specific types of data scientists.
Up Your Service
MARCH 14, 2016
Ron Kaufman and Linda Spicer-Tan at UP! Your Service. I am into the second week of my new job and today, I brought to work a book that has greatly influenced me over the past 10 years. The book, UP! Your Service , is about how we can all step up in our service for one another. I was excited and thrilled at the same by the definition of service which the author describes as ‘taking action to create value for someone else’.
Middlesex Consulting
MARCH 14, 2016
This article was co-authored with my good friend Randy Byrne , a very experienced Sales and Marketing Executive. Introduction. Does your business suffer from any of these symptoms: sluggish (or no) sales or revenue growth? Products increasingly being commoditized and harder to differentiate from competition? Sales in China no longer the growth engine for your company?
Think Customers
MARCH 14, 2016
Omichannel has been the buzzword in the marketing world for quite some time, as companies have sought myriad ways to connect their channels and data in seamless ways across their enterprises. But following announcements of recent store closures and post-holiday sales data that suggest more consumers chose to shop online than in physical stores, retailers must get serious about their omnichannel initiatives fast.
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.
Tricia Morris
MARCH 14, 2016
A quote from well-known customer service and customer experience advocate Bill Quiseng encourages organizations to “work as hard to keep a customer as you do to find a new one.” And if you’ve ever wondered if customer retention should at least receive equal effort and investment compared to customer acquisition, here are a few statistics that prove winning a customer is good for business, but keeping one is even better: • It is six to seven times more expensive to attract a new customer than it
ForeSee
MARCH 14, 2016
When Life Fitness wanted to step up its online efforts and relaunch its website, the exercise equipment manufacturer turned to ForeSee. Life Fitness knew it needed a partner with a. The post ForeSee Helps Life Fitness Ramp Up Customer Experience Analytics appeared first on ForeSee.
Up Your Service
MARCH 14, 2016
Ron Kaufman and Linda Spicer-Tan at UP! Your Service. I am into the second week of my new job and today, I brought to work a book that has greatly influenced me over the past 10 years. The book, UP! Your Service , is about how we can all step up in our service for one another. I was excited and thrilled at the same by the definition of service which the author describes as ‘taking action to create value for someone else’.
Teletech
MARCH 14, 2016
In his book, 'X: The Experience When Business Meets Design', Brian Solis divides the customer journey into several key MOTs (Moments of Truth). These are the 'ZMOT' (Zero Moment of Truth), the moment we first search for what we want; the 'FMOT' (First Moment of Truth), when we see the brand and gain an impression of it; the 'SMOT (Second Moment of Truth), when we engage with the experience in its entirety and the 'UMOT' (Ultimate Moment of Truth) when we share our experience with others.
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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.
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