Experience Matters

JANUARY 3, 2017

Dear Readers: Every year, Temkin Group highlights one theme that we think will be particularly important for companies in the coming year. In 2016 we focused on Emotion, in 2015 we focused on Employees, and in 2014 we focused on Empathy. And now, in 2017, we are focusing on … Purpose. Why “purpose,” you might ask? At Temkin Group, […].

Groups 223

Groups Company Customer Experience Customers 223

Customer Bliss

JANUARY 3, 2017

Today is the first day of office work in 2017 for many people. (While I know some of you worked on 1/2, it was technically a federal holiday.) You’ll arrive at your desk/office/cubicle/etc. rife with possibilities. It’s a long way from now until the end of 2017, and so much potential is in front of you. What are you going to do with it?

Leadership 183

Leadership Culture Strategy Software 183

Experience Matters

JANUARY 3, 2017

Dear Readers: Every year, Temkin Group highlights one theme that we think will be particularly important for companies in the coming year. In 2016 we focused on Emotion, in 2015 we focused on Employees, and in 2014 we focused on Empathy. And now, in 2017, we are focusing on … Purpose. Why “purpose,” you might ask? At Temkin Group, […].

Groups 214

Groups Company Customer Experience Customers 214

QuestionPro Audience

JANUARY 3, 2017

One of the busiest travel times of the year has just passed. Millions of families across the country traveled during the holidays to be reunited with their loved ones. With more than 100 million Americans having traveled this holiday season, many of you are still recovering. In order to best accommodate travelers, airlines offer several additional services where travelers can upgrade their seats, access airline exclusive lounges, and purchase in-flight food and entertainment.

Airlines 150

Airlines Loyalty Brands Industry 150

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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.

Customers

Vonage

JANUARY 3, 2017

Social media: a platform that allows consumers to say anything they like about a brand – and broadcast that message to the world. When you think about it, it’s not surprising that many businesses consider social media to be one of the dangerous communication channels. If you get it wrong, the negative PR will spread like wildfire. However, it’s not all bad.

Social Media 136

Social Media Customer Service How To Poor Customer Service 136

ShepHyken

JANUARY 3, 2017

Thomas A. Stewart and Patricia O’Connell on. How to Deliver an Exceptional Customer Experience. – By Design. Is your business equipped to deliver exceptional customer experiences? Shep Hyken speaks with Thomas A. Stewart and Patricia O’Connell, authors of the new book “Woo, Wow and Win: Service Design, Strategy and the Art of Customer Delight,” who assert that a customer’s experience should be designed just as thoughtfully as your product was designed.

Customer Journeys 86

Customer Journeys Insurance Consulting Study 86

Beyond Philosophy

JANUARY 3, 2017

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. First, a little dictionary diving is required. The word ‘chronos’ may be familiar to some. In ancient Greek, it means “time” or “order”, like chronology or sequence. Kairos is probably less well-known. It means, essentially, doing something at the right instance, in other words a moment of truth or when something of significance happens.

Self Service 76

Self Service Travel Loyalty Customer Service Representative 76

Topdown

JANUARY 3, 2017

With the explosion of marketing technologies (martech) in recent years and more and more of the responsibility for customer experience (CX) management falling under the marketing umbrella, marketing leaders find themselves increasingly involved in the technology purchasing process. Some CMOs are working more closely with CTOs and CIOs. Others are morphing into CMTOs (chief marketing technology officers) because tech has become such a central piece of modern enterprise marketing.

Software 59

Software Technology Marketing Customer Experience 59

ForeSee

JANUARY 3, 2017

If I was a retailer that hadn’t bothered to develop a mature CX strategy, the news about Amazon’s new checkout-less grocery store would be alarming. However, those that have been. The post Why CX still rules in a world with Amazon’s checkout-less retail stores appeared first on ForeSee.

Retail 63

Retail Strategy Measurement Customer Experience 63

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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.

Communication

Provide Support

JANUARY 3, 2017

5 Considerations When Building Multichannel Customer Support. The number of channels and choices for customer support are growing and businesses who enable customers to reach them on the channel of their choice experience high levels of customer satisfaction. Of course, the more traditional methods of email and phone calls are channels that many consumers still prefer.

Self Service 50

Self Service Social Media Course Customer Satisfaction 50

MyCustomer

JANUARY 3, 2017

Engagement Why customer-centricity should NOT be a goal.

Customer Centricity 48

Customer Centricity Customers Engagement 48

dscout People Nerds

JANUARY 3, 2017

A People Nerds interview with Kelly Goto.

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49

Avaya

JANUARY 3, 2017

When it comes to customer service, it seems that change is the only constant. I know you’ve heard it all before; how single channel service evolved into multi-channel service evolved into omni-channel service. You’ve heard countless times about the importance of keeping up with this accelerating pace of change to consistently deliver amazing customer experiences.

Multi-Channel 52

Multi-Channel Omni-Channel Travel Customer Journeys 52

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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,

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