Experience Matters

NOVEMBER 23, 2016

Tomorrow I will join millions of Americans in celebrating Thanksgiving. Many of us will spend the day with our families devouring turkey, stuffing, and other savory dishes while watching football games. It’s also a great time to actually give thanks. I have a lot to appreciate; a wonderful family, a great group of friends, a thriving business, an amazing […].

Groups 260

Groups Customer Experience Customers 260

Experience Investigators by 360Connext

NOVEMBER 23, 2016

Asking customers for feedback is generally easy, but asking questions that spark action is not. And every customer’s journey is different, so why ask every customer the same old questions? Neat piles of similar responses look pretty in reports, but there’s only so much action you can take from there. When you tailor your questions for […].

Feedback 204

Feedback Consulting Report Customers 204

Experience Matters

NOVEMBER 23, 2016

Tomorrow I will join millions of Americans in celebrating Thanksgiving. Many of us will spend the day with our families devouring turkey, stuffing, and other savory dishes while watching football games. It’s also a great time to actually give thanks. I have a lot to appreciate; a wonderful family, a great group of friends, a thriving business, an amazing […].

Groups 213

Groups Customer Experience Customers 213

CX Journey

NOVEMBER 23, 2016

Image courtesy of _D.s.G._ How do you thank your customers? On this Thanksgiving week here in the United States, it's a great time to pause and give thanks for all of the good things in our lives. It's also a great reminder to say "thank you" to your customers, as well, now and throughout the year. Without customers , you wouldn't be in business. Saying "thank you" is an essential part not only of your relationship with your customers but also of the overall customer experience.

Employee Engagement 147

Employee Engagement Customer Experience Engagement Company 147

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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

Comm100

NOVEMBER 23, 2016

We all know customer loyalty is the driving engine for a flourishing business. But what is customer loyalty, actually? Customer loyalty is having customers who are committed your company and your products , not just a price point that a competitor can easily emulate. But customer loyalty goes two ways, and first you have to prove your loyalty before expecting to receive any in return.

Loyalty Programs 132

Loyalty Programs Loyalty Rewards Programs Airlines 132

Beyond Philosophy

NOVEMBER 23, 2016

How much time did you spend on your mobile today? Are you reading this article on it right now? When you misplace it or forget it at home, be honest: Do you feel naked without your phone? Smartphone users love their phones. I know I do (my answers are 2.5 hours; no, but if it weren’t mine I would be; and yes.) Over two billion people use them two hours a day.

Trends 131

Trends Customer Centricity Customer Experience User Experience 131

ShepHyken

NOVEMBER 23, 2016

It’s always nice to show customers a little appreciation. You can call the customer, send an email or text or go with the old fashioned handwritten thank you note. You can also send a greeting card, which leads to the topic of this article. And, this is especially appropriate as the holidays are rapidly sneaking up on us. Just about two weeks ago one of our subscribers emailed me a question asking how I felt about sending a holiday card around Christmas with a gift in the form of a discount coup

Fashion 96

Fashion Customer Service Training Loyalty Marketing 96

iPerceptions

NOVEMBER 23, 2016

Marketers have been discussing the implications of mobile devices since Apple released the first iPhone. Almost 10 years in, only recently have many of the big players such as Google, Facebook and Microsoft gone "mobile-first” and invested heavily in mobile technology. Recently, there have been a number of big announcements and new figures that show we are now at the tipping point of being a ‘mobile first’ world.

Trends 66

Trends Tips Technology Marketing 66

Avaya

NOVEMBER 23, 2016

In today’s mobile-led world, there is no doubt that messaging apps are becoming the preferred means to communicate with friends, family, and even work colleagues. So the announcement that WhatsApp Video is here has been met with mass excitement. But while the ability to have WhatsApp video conversations with family and friends is a huge benefit—there really is nothing like seeing your loved ones live—it’s not so clear what effect this is going to have on the business community.

Omni-Channel 65

Omni-Channel Video Social Media Chatbots 65

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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

Eptica

NOVEMBER 23, 2016

Date: Wednesday, November 23, 2016 Why you need to take a customer-centric view of digital transformation. Published on: November 23, 2016. Author: Pauline Ashenden Whatever sector they are in businesses are embracing digital transformation , implementing new technologies and ways of working in a bid to differentiate against increasing competition and to get ahead of rivals.

Customer Centricity 64

Customer Centricity Touchpoint Customer Experience Management Innovation 64

Amity

NOVEMBER 23, 2016

SaaS Tattler Issue 97 - How, Why, and When Should You Say "Thank You" To Your Customer? One of the many roles and responsibilities of Customer Success is to build trusting relationships with customers. A simple step can help you get started: showing gratitude. Yes, this week is Thanksgiving, yet, Amity lives in Canada, so we’re not even celebrating this weekend.

Customer Journeys 60

Customer Journeys Banking Customer Success Customers 60

LiveChat

NOVEMBER 23, 2016

Nowadays, every business owner claims, customers’ needs are most important in business. Their mission is to make a difference; to make people’s lives better. How true this statement is? If we take a closer look at any company’s KPIs, it will be clear what’s most important for this company. The top KPIs are conversion rate, ROI, revenue growth rate or customer profitability score.

Customer Centricity 52

Customer Centricity Culture Effort Score Poor Customer Service 52

Topdown

NOVEMBER 23, 2016

Continuing with the theme that customer experience (CX) is everyone’s job , there was an article by Cait Vlastakis Smith ( @caitvsmith ) in CMSWire recently called “ Successful Digital Experience Strategy Takes Cross-Disciplinary Collaboration.” Smith tackles the topic from a mindset point of view rather than a departmental perspective like the Forbes article by Denise Lee Yohn we covered earlier.

Strategy 48

Strategy Customer Experience Customers 48

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Tips

MyCustomer

NOVEMBER 23, 2016

Engagement. How to smash your channel silos & save your CX.

How To 63

How To Customer Experience Engagement Customers 63

Magellan Solutions

NOVEMBER 23, 2016

Customer support has a big impact on your bottom line – around 66 percent of U.S. customers are willing to pay more for good service, while a staggering 60 percent will abort a purchase or transaction if they receive poor service. The latter translates to losses of about $83 billion in lost sales for American retailers. The high cost of poor customer service doesn’t stop there.

e-support 40

e-support Self Service Social Media Poor Customer Service 40

Michelli Experience

NOVEMBER 23, 2016

Infographics 176

Infographics Employee Engagement Customer Engagement Loyalty 176

Provide Support

NOVEMBER 23, 2016

Spend a lot of time talking to customers face to face. You’d be amazed how many companies don’t listen to their customers. ~ Ross Perot. To build a successful business, whatever it is, you need to have a clear understanding of who your customers are. So how sure are you that you truly know your customers and what they really expect from your business and customer service?

Infographics 62

Infographics Consumers Customer Service Customers 62

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