Experience Matters

JULY 12, 2016

For the third straight year, USAA took the top spot in the Temkin Web Experience Ratings. Based on a study of 10,000 U.S. consumers, the 2016 Temkin Web Experience Ratings examine 257 companies across 20 industries (see full list of companies (.pdf)). You can see all of the company data on the Temkin Ratings website. Download dataset for $295 (download sample file (.xls)) […].

Study 160

Study Consumers Industry Data 160

ijgolding

JULY 12, 2016

Have you ever wondered why it is still more common than not for us to have to endure experiences as a customer that fail to meet our basic expectations? On an almost daily basis, customers are faced with companies across a multitude of industries who fail to deliver promises; provide service from employees with a less than acceptable attitude; confuse and disappoint by inflexible rules and procedures… I could go on.

Customer Journeys 144

Customer Journeys Customer Experience Customer Centricity Meeting 144

Customer Bliss

JULY 12, 2016

Episode Overview. Welcome to Episode 13 of my podcast. (It’s lucky, don’t worry.) In this episode, I’m talking with Dave Mingle, the General Director of Global Customer Experience Execution and Planning for General Motors. In our conversation, Dave and I discuss the multi-year path that GM has been on. First, they needed to evaluate and establish the need for embedding customer experience.

Customer Experience 0

Customer Experience Customer Journeys Retail Automotive 0

Kayako

JULY 12, 2016

One week ago, we launched the new Kayako. And what a week it was – from overwhelming site traffic on Day 1 to being featured on Product Hunt on Day 2, it’s been a rollercoaster for our entire team. Needless to say, we are really grateful for the positive response, and thrilled to see how many customers both new and existing identify with Kayako’s mission.

Self Service 0

Self Service Competitive Advantage Policies Knowledge Base 0

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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.

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NICE inContact

JULY 12, 2016

A comprehensive Workforce Optimization (WFO) solution is no longer a luxury. It is a necessity that gives the contact center the flexibility, agility, and power required to optimize agent performance while responding to customer needs quickly and effectively. The key to unlocking this power is the insight provided by data analytics. There are three primary points to cover when selling the value of data insights to the C-suite: Outline the functionality and benefits of using analytics.

Data 120

Data Contact Center First Call Resolution Return on Investment 120

ShepHyken

JULY 12, 2016

Tricia Morris On What’s Changing In Customer Service. Shep Hyken speaks with customer service thought leader, author, Sr. Product Manager at Microsoft, and one of the top customer service influencers of 2016, Tricia Morris, about global customer service. Tricia shares stats and facts from Microsoft’s State of Global Customer Service Report and how customer service is changing globally.

Customer Expectations 67

Customer Expectations Customer Service Report Brands 67

Beyond Philosophy

JULY 12, 2016

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. The Service-Profit Chain, an enterprise performance and financial results concept introduced by Gary Loveman, James Heskett, W. Earl Sasser, and Leonard Schlesinger in 1994 in Harvard Business Review, and in a 1997 book by the last three authors, can essentially be explained as follows: It is a theory of business management which links employee satisfaction to customer loyalty and profitability.

Employee Engagement 65

Employee Engagement Connections Engagement Loyalty 65

iPerceptions

JULY 12, 2016

Today, marketing success is developing winning customer-centric experiences. That’s why Voice of the Customer (VoC) data has grown from a nice to have to the backbone of measuring and managing the customer experience.

Data 60

Data Marketing Customer Centricity Measurement 60

Heart of the Customer

JULY 12, 2016

As the summer goes on and the Fourth of July approaches, I’ve found myself thinking once again about the principles that our nation was founded upon. I am reminded that the signing of a document, even one as revered as the Declaration of Independence, was such a decisive point in our history – actually in […]. The post We Hold These Truths: Implementing CX Governance appeared first on Heart of the Customer.

Government 60

Government Customers Culture 60

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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

Think Customers

JULY 12, 2016

There's a goldmine of valuable data in the cross-channel interactions customers conduct. 1to1 Media's Tom Hoffman recently met up with Jason Rose, Gigya Senior Vice President, Marketing, to discuss key trends in customer identity management and how information shared by customers in their omnichannel interactions can be used to deliver more personalized customer experiences.

Customer Experience 56

Customer Experience Management Omni-Channel Trends 56

Topdown

JULY 12, 2016

Earlier this year, the Canadian content management company OpenText announced that it had agreed to acquire much of HP’s customer experience (CX) and content management software assets. Then, late last month, OpenText announced it had agreed to acquire HP’s customer communications management assets (CCM), including HP Exstream. We'd like to share our thoughts on what these acquisitions mean for CX and CCM.

Communication 55

Communication Software Management Customer Experience 55

Maz Iqbal

JULY 12, 2016

Customer gurus and technology companies push the need for the company to listen to the voice of the customer. Many companies, especially large companies, buy what they are selling. Indeed, it makes sense: listen to the voice of the customer through some manner of surveying customers seems complimentary to conducting regular market research. HR gurus … Continue reading "Beyond Listening to The Voice of The Customer / Employee".

Survey 54

Survey Customers Technology Marketing 54

Bob Hayes

JULY 12, 2016

We live in a Big Data world where everything is being quantified. In fact, data already touches many aspects of your lives. IBM just released a free e-book illustrating why everybody needs to be excited about data. This e-book talks about how data can: Power your business. Impact your personal and professional life. Make an difference to others. Help you dominate your fantasy sports league.

Data 50

Data Sports Analytics Groups 50

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Maz Iqbal

JULY 12, 2016

Customer gurus and technology companies push the need for the company to listen to the voice of the customer. Many companies, especially large companies, buy what they are selling. Indeed, it makes sense: listen to the voice of the customer through some manner of surveying customers seems complimentary to conducting regular market research. HR gurus … Continue reading "Beyond Listening to The Voice of The Customer / Employee".

Survey 52

Survey Customers Technology Marketing 52

Natalie Petouhof

JULY 12, 2016

Tweet Obviously no one plans on implementing a project that will fail. However, statistics show that over the past 20 years a very large percentage of technology projects do fail to result in the business outcomes that they were expected to meet. The real issue is that leading change (implementing new technology, whether it be CX, transitioning to the cloud, IoT, etc…) is different than the role of leading in general.

Technology 50

Technology Customer Experience Return on Investment Leadership 50

Provide Support

JULY 12, 2016

8 ways to win more loyal customers with a personal touch. Winning loyal customers does not necessarily take huge marketing budgets. When it comes to customer loyalty, it’s small gestures that get appreciated the most and remembered. Adding a simple personal touch to every interaction you have with your customers has a big impact on how they perceive your brand.

Loyalty 44

Loyalty Sales Customers Interaction 44

Avaya

JULY 12, 2016

Last month, Laurent Philonenko wrote about some of the exciting work being done with the Avaya Breeze™ Platform, noting that many of our 2016 DevConnect Excellence Award winners were making the creation of Avaya Snap-ins a center point of their strategies. There is perhaps no better proof point for this than the efforts of Engelbart Software GmbH , our 2016 DevConnect Partner of the Year.

Software 43

Software Examples Training Feedback 43

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

Talkdesk

JULY 12, 2016

Happy to have you at the CXW, Talkdesk’s weekly round up of customer experience insights. This week, we’re taking a deep dive into customer service bots. What are they? What purpose do they serve? Are they the future? Here’s what we found: Bots, Explained. Kurt Wagner || Recode. This post is a primer on bots – what they are, what they do, what their business model is.

Customer Service 40

Customer Service Chatbots Airlines CRM 40

Kate Nasser

JULY 12, 2016

Replace these defensive reactions to negative feedback in business, w/ trust building accountability. 20+ examples from The People Skills Coach™. | Leadership, Teamwork, Employee Engagement, Customer Service. The post Prevent 20+ Defensive Reactions That Kill Business Relationships appeared first on KateNasser.com.

Employee Engagement 40

Employee Engagement Leadership Feedback Examples 40

Customer Interactions

JULY 12, 2016

Customer service organizations have always been in a continuous struggle to respond to the ever-changing landscape of customer expectations.

Contact Center 29

Contact Center Customer Expectations Customer Service Customers 29

Think Customers

JULY 12, 2016

You've heard of "Christmas in July," but what about Black Friday in July? Yesterday, for the second year in a row, Amazon held its Amazon Prime Day, its mid-year Black Friday type of event. The single day of deals started last year when the company celebrated its 20th anniversary. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Retail 48

Retail Sales Customers Company 48

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Michelli Experience

JULY 12, 2016

Infographics 109

Infographics Customer Experience Customers Consulting 109