Experience Matters
DECEMBER 12, 2016
Did you know that customers who feel adoring after an experience are more than 11 times as likely to buy more from a company than customers who feel angry? And customers who feel appreciative are more than 5 times as likely to trust a company than those who feel agitated? That’s because how customers feel […].
NICE inContact
DECEMBER 12, 2016
We all want our agents to provide “great” service. When I think about “great” service, I envision a customer interaction that required little customer effort, that was resolved on the first contact, by the first agent, and in which the agent served as a positive ambassador for the brand. But, does hiring great contact center agents equate to great service?
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Experience Matters
DECEMBER 12, 2016
Did you know that customers who feel adoring after an experience are more than 11 times as likely to buy more from a company than customers who feel angry? And customers who feel appreciative are more than 5 times as likely to trust a company than those who feel agitated? That’s because how customers feel […].
Steve DiGioia
DECEMBER 12, 2016
This original article was written by Steve DiGioia. The dreaded job interview, everyone hates them. But here’s the key to having a great interview – you must show how, based on your past proven experience, you (over anyone else) can bring value to the company. Here’s some information your next boss will want to know: Is this someone we want to work with for years to come?
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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.
Beyond Philosophy
DECEMBER 12, 2016
There are three critical elements every online holiday shopper expects this year. If you don’t meet them, they likely won’t buy with you, not now in the holiday season, or in the new year either. Chances are if you are shopping for the holidays, you are buying at least in part online. Per USA Today , this year’s Cyber Monday booked $3.45 billion in sales, representing 12% growth for Cyber Monday sales in 2015.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ShepHyken
DECEMBER 12, 2016
Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Is Your Digital Marketing Strategy Ready for an AI Intervention? by Tara Thomas. (Boomtrain) Artificial Intelligence, machine learning, and big data analytics have been around for a while in the B2B world.
Amity
DECEMBER 12, 2016
Picture this: Company X is trying to promote a software to other businesses via social media by sharing organic articles aimed at educating their audience about their product. Now imagine the same content being shared by one of your Facebook friends, who happens to be working for that company. Which message are you more likely to acknowledge or click?
Heart of the Customer
DECEMBER 12, 2016
Bob Thomas is the chief experience officer for the YMCA of the Greater Twin Cities, a leading nonprofit dedicated to strengthening communities through youth development, healthy living, and social responsibility. He is responsible for engaging community members to help them meet their personal goals while ensuring a great Y experience through integrated marketing, membership sales, […].
Middlesex Consulting
DECEMBER 12, 2016
In the B2B world, capital equipment aftermarket service is unique. The quality of the service recovery not only impacts the revenue the service business produces; it impacts the long-term outlook for product sales. This dual influence causes both the CFO and Head of Sales to demand different outcomes from the service business. The CFO wants her service revenue NOW.
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LiveChat
DECEMBER 12, 2016
When I was working in customer service, my greatest problem were emotions. When I was having a bad day (you know, one of those days with high percentage of grumpy, upset or rude customers), I wasn’t able to cope with anger and frustration. My biggest dream was to have the ability to turn off my emotions for a couple of hours. Because I felt that negative emotions were too difficult for me to handle, I was dreaming about becoming a robot.
Middlesex Consulting
DECEMBER 12, 2016
In the B2B world, capital equipment aftermarket service is unique. The quality of the service not only impacts the revenue the service business produces; it impacts the long-term outlook for product sales. This dual influence causes both the CFO and Head of Sales to demand different outcomes from the service business. The CFO wants her service revenue NOW.
InteractionMetrics
DECEMBER 12, 2016
Today I’m pleased to share a guest post by Ian Golding. Ian drives home the critical point that customer experience metrics are essential to transforming experiences. It’s always great to share ideas about how improve customer service from like-minded thinkers. When it comes to the profession that Customer Experience has now become, one of the […].
Customer Interactions
DECEMBER 12, 2016
An agile, nimble mindset is essential to long-term success beyond the tech sector. Regardless of industry, stagnant and sluggish methods lead to failure. In an agile organization, however, changes to industry, technology and consumer demand don’t cause a catastrophic breakdown of operations. Management and employees can grow and shape as needed. Before you incorporate it into your operations though, learn about the true principles behind the methodology – and how they can be customized for the l
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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,
InteractionMetrics
DECEMBER 12, 2016
Today I’m pleased to share a guest post by Ian Golding. Ian drives home the critical point that customer experience metrics are essential to transforming experiences. It’s always great to share ideas about how improve customer service from like-minded thinkers. When it comes to the profession that Customer Experience has now become, one of the […].
Brad Cleveland Blog
DECEMBER 12, 2016
Erica Strother Marois recently put together a video for ICMI following ICMI’s Contact Center Expo and Conference. In the video, some of the conference speakers answer the question “How do you define great customer service?” The answers provide some food for … Continue reading → The post How Do You Define Great Customer Service?
InteractionMetrics
DECEMBER 12, 2016
Today I’m pleased to share a guest post by Ian Golding. Ian drives home the critical point that customer experience metrics are essential to transforming experiences. It’s always great to share ideas about how improve customer service from like-minded thinkers. When it comes to the profession that Customer Experience has now become, one of the […].
Brad Cleveland Blog
DECEMBER 12, 2016
Erica Strother Marois recently put together a video for ICMI following ICMI’s Contact Center Expo and Conference. In the video, some of the conference speakers answer the question “How do you define great customer service?” The answers provide some food for thought as you consider how great customer service is defined in your organization.
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.
InteractionMetrics
DECEMBER 12, 2016
Today I’m pleased to share a guest post by Ian Golding. Ian drives home the critical point that customer experience metrics are essential to transforming experiences. It’s always great to share ideas about how improve customer service from like-minded thinkers. When it comes to the profession that Customer Experience has now become, one of the […].
Brad Cleveland Blog
DECEMBER 12, 2016
Erica Strother Marois recently put together a video for ICMI following ICMI’s Contact Center Expo and Conference. In the video, some of the conference speakers answer the question “How do you define great customer service?” The answers provide some food for thought as you consider how great customer service is defined in your organization.
InteractionMetrics
DECEMBER 12, 2016
Today I’m pleased to share a guest post by Ian Golding. Ian drives home the critical point that customer experience metrics are essential to transforming experiences. It’s always great to share ideas about how improve customer service from like-minded thinkers.
Smith+co CX
DECEMBER 12, 2016
“You are crazy! You can’t let employees edit operating process manuals and edit the intranet!”. This was the response from parent company executives, a few years back, when I was involved in setting up a new contact centre. I was part of a small team of managers with a real challenge on our hands. We were asking our new starters to do a role that wasn’t just new to our company, but was also in an area that the staff didn’t have exact experience in.
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