Michelli Experience

AUGUST 31, 2016

Have you been watching Domino’s global strategy over the recent number of years? If not, I think the pizza giant it worthy of study. Unbeknownst to many, Domino’s is an amazingly forward looking company. While other brands like Polaroid or Blockbuster have run into a bit of a complacency trap (thinking that what brought them success would also assure them sustainability), Domino’s restlessly agitates their industry by rethinking their product and their delivery platform.

Technology 189

Technology Travel Innovation Study 189

Omnicus

AUGUST 31, 2016

A 2015 study by the Ponemon Institute found that 47% of data breaches are caused by malicious or criminal attacks. In addition to making you sit up straight, that fact should it clear that you need to prioritize your contact center security. You have established your CRM and picked a cloud-based solution. Now, you need to focus on contact center security.

Contact Center 140

Contact Center CRM Study Data 140

Storyminers

AUGUST 31, 2016

Note: This article comes from the perspective of the author’s work in the science and the art of customer experience. Its implications may be more broadly received. At the beginning of their customer experience enhancement journeys, many organizations go after so-called low-hanging-fruit projects. These are the ones that minimize the need for change while increasing economic outcomes at the same time.

Innovation 154

Innovation Analytics Tools Measurement 154

Beyond Philosophy

AUGUST 31, 2016

Many companies are attempting to improve their Customer Experience focus on some of the right things and then ignore the others. Why? They don’t know what to do next. So while the vast majority of companies today know that putting the Customer at the heart of everything they do is important, when it’s time to do it, they are flummoxed. Here is a step-by-step guide to help you implement your new and improved Customer Experience.

How To 111

How To Measurement Training Consulting 111

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.

Customers

Storyminers

AUGUST 31, 2016

Note: This article comes from the perspective of the author’s work in the science and the art of customer experience. Its implications may be more broadly received. At the beginning of their customer experience enhancement journeys, many organizations go after so-called low-hanging-fruit projects. These are the ones that minimize the need for change while increasing economic outcomes at the same time.

Innovation 140

Innovation Analytics Tools Measurement 140

iPerceptions

AUGUST 31, 2016

Great news! A purchaser has been shopping around on your website for a couple of weeks. Not only that, but they have also visited your competitors’ website, asked their friends for advice and read product reviews, and they have finally decided to make their purchase on your website.

How To 79

How To Customers Marketing 79

Myra Golden

AUGUST 31, 2016

1. Apologize. Making an apology to customers after things go wrong is positively related to satisfaction with the recovery. When a service employee apologizes to a customer, she conveys politeness, courtesy, concern, effort, and empathy. Take a look at this outright apology from JetBlue Airlines after a major service mishap. (See the first sentence of JetBlue’s response).

How To 60

How To Airlines Customer Confidence Video 60

Topdown

AUGUST 31, 2016

In the world of customer communications management (CCM), vendors and even analysts have been using the word “interactive” with increasing frequency and expanding applicability. In the immortal words of Inigo Montoya in The Princess Bride, “You keep using that word. I do not think it means what you think it means.” Please, allow me to clarify.

Interaction 54

Interaction Communication Management Customers 54

Myra Golden

AUGUST 31, 2016

One of the things I do in my practice is write the templates for complaint response letters for some of world’s most renowned brands. My work usually starts by me throwing out all robotic and boring letters that are in use. Then, I custom create response letters that reflect the brand’s voice. Once I get the brand voice down, my complaint response letters follow 5 steps.

Airlines 56

Airlines Examples Customer Confidence Video 56

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.

Communication

Influitive

AUGUST 31, 2016

We’ve long talked about how advocate marketing programs drive tangible revenue—and we’re not the only ones. Analysts at Forrester and Gartner have outlined how advocate marketing strategies can spark B2B growth by increasing leads, brand awareness, and customer retention. However, fear of failure still prevents many brands from investing in customer advocacy—especially if more traditional.

Report 56

Report Marketing B2B Customer Retention 56

Avaya

AUGUST 31, 2016

The 2016 Rio Olympics may be over, but the excitement is still palpable. As I watched the performances from some of today’s most gifted athletes, I couldn’t help but think about this blog series on business innovation and the need to push further. Think about it: U.S. swimmer Katie Ledecky is a three-time Olympic gold medalist, yet she succeeded in smashing even her own world record in the 400m freestyle competition.

Innovation 47

Innovation Sports Hospitality Healthcare 47

Natalie Petouhof

AUGUST 31, 2016

Tweet Social Media has truly been a game changer in how businesses connect with their customers. What used to be a cumbersome and expensive activity has been made very easy, but at the same time it has also become a constant battle for customer attention. Social media has also helped the customers. It is much easier for them to connect with businesses.

Social Media 45

Social Media Sales Financial Connections 45

Think Customers

AUGUST 31, 2016

The foundation of any customer journey is a strong website. A brand’s website serves as the digital home for all online and digital channels and is the key to converting anonymous Internet users into engaged fans and customers. At 1to1 Media we realized that our digital home needed some renovations to keep pace with our audience’s changing digital consumption habits.

Customer Journeys 45

Customer Journeys Engagement Customers 45

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,

Tips

Genroe

AUGUST 31, 2016

For me every Monday is like a fresh beginning. I start out full of energy with a big list of things that need to be done. But when rolling over my to-do list there are items that just never seem to get completed because, well, I’ve simply gotten caught up in the day to day. Small […].

Feedback 40

Feedback Survey Customers 40

Natalie Petouhof

AUGUST 31, 2016

Tweet Genesys (www.genesys.com), a customer experience, omnichannel and contact center solution and Interactive Intelligence Group Inc. (www.inin.com), a customer engagement and global leader of cloud and on-premise solutions for communications and collaboration, are entering into a definitive agreement. In this agreement Genesys will acquire Interactive Intelligence in a transaction valued at approximately $1.4 billion.

Interaction 40

Interaction Company Contact Center Innovation 40

CSM Magazine

AUGUST 31, 2016

My bet is that the leaders you most admire are the ones who left you better off than they found you by creating opportunities that helped you grow. Open door leaders help you grow, by: * By being open to you, valuing your input and perspective. * By being open with you, telling you the truth even if the truth is difficult to hear. * By helping you be receptive to new possibilities and experiences and new ways of perceiving and thinking.

Leadership 40

Leadership Banking Consulting Study 40

The DiJulius Group

AUGUST 31, 2016

Clicks and Mortar The past five years appeared to be the beginning of the end for brick- and-mortar retailers. Sales were shifting to e-commerce and physical stores were closing at an epic rate. However, something that most didn’t see coming, the retail pendulum is shifting again. It is called “clicks and mortar”, which combines in-store […].

Retail 40

Retail Sales Customer Experience Management Customer Service 40

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.

Retail

Kate Nasser

AUGUST 31, 2016

What makes interactions labor intensive? How can you make them easier? JOIN #PeopleSkills Twitter chat Sept 4th 10amET to explore people skills labor of love. The post People Skills Labor of Love: JOIN #PeopleSkills Chat Sept. 4th appeared first on KateNasser.com.

Interaction 40

Interaction 40

Customer Interactions

AUGUST 31, 2016

What’s the best sales incentive structure to use? What is it that makes sales incentive projects successful, beyond calculating compensation numbers and ensuring payment accuracy? It’s a difficult question to answer. Mark Roberg, HubSpot Chief Revenue Officer (“The Right Way to Use Compensation”), correctly mentions that “the ideal plan is contextual — tailored to both the type of business and the [company’s] stage of growth.

Sales 42

Sales 42

Customer Bliss

AUGUST 31, 2016

Guest Post by Robert C. Johnson: Robert is co-founder and CEO of TeamSupport.com , a cloud-based, B2B software application built to help customer-facing support teams serve clients better through stronger collaboration, superior teamwork, and faster issue resolution. Over the years, the B2B (business-to-business) industry hasn’t exactly taken to adopting the latest customer engagement technology as quickly as its B2C (business to consumer) counterparts.

Omni-Channel 268

Omni-Channel B2B Customer Engagement Engagement 268

CSM Magazine

AUGUST 31, 2016

Companies that truly want to grow need to focus on improving their relationships with customers and providing an experience that will get customers talking. We all know the difference between good and bad service, but in order to compete, you have to move beyond this and focus on the overall experience you create for your customers. Successful companies must shift their focus from providing satisfactory customer service to creating a memorable customer experience that builds loyalty.

Customer Experience 80

Customer Experience Customer Service How To Customers 80

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.

Training

Amity

AUGUST 31, 2016

If you’ve been lucky enough to work in the wonderful world of Customer Success for more than a few weeks, you’ll already be familiar with the concept of a QBR. A ‘Quarterly Business Review’, (sometimes known as an Executive Business Review because there’s no rule that says it has to happen quarterly) is basically a formal meeting with a customer in which you review how things are going, try to address any open issues and formulate a forward plan, complete with actio

Meeting 65

Meeting Customer Success Strategy Consulting 65

Eptica

AUGUST 31, 2016

Date: Wednesday, August 31, 2016 Are you joining the dots when it comes to customer service? Published on: August 31, 2016. Author: Pauline Ashenden Today’s consumers want the freedom and flexibility to make contact using whichever channel they choose – and get a fast, helpful response to their query. They also want to be able to seamlessly move channels during the course of a conversation, without having to repeat themselves.

Customer Service 48

Customer Service Multi-Channel Social Media Knowledge Base 48