Omnicus
NOVEMBER 16, 2016
Data analysis in customer service is a topic that we have lightly touched upon. Here, we will go into more detail. We will explore different types of data analysis, and show you how it adds yet another vital tool to your larger CRM. With proper analytics platforms and usage, you provide another boost to your efficiency. Further, you increase the likelihood of delivering a positive customer experience.
Beyond Philosophy
NOVEMBER 16, 2016
Toblerone fans got a nasty surprise when they bought their favorite treat recently. The chocolate bar got a makeover, losing volume and a noticeable gap between the triangles. Customers noticed the change, but not in a good way. Toblerone, a chocolate bar known for its triangular shape and unique packaging, reduced the size of their 170-gram (Almost 6 oz.) candy bar to 150 (5.291).
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ShepHyken
NOVEMBER 16, 2016
What is marketing? A quick Google search on the word marketing reveals this from the American Marketing Association (And, they should know!): Marketing is the activity, set of institutions, and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large. Great definition, but marketing has changed.
Wired and Dangerous
NOVEMBER 16, 2016
Recent research shows that 86% of customers say loyalty is primarily driven by likability and 83% of customers say TRUST. We all live our lives on promises. From the time a child can grasp the concept of “cross my heart and hope to die,” there is a forever realization that anxiety can be only reduced through proof of trust while waiting for a promise to be kept.
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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.
Bold360
NOVEMBER 16, 2016
Facebook made big news around six months ago with the release of their chat-bot feature and their agreement to let companies and brands build their own within the platform. Living inside their Messenger platform, M (Facebook Messenger’s virtual assistant) was billed as the next generation of how people connect and interact with the internet. Over 18,000 companies have created their own branded chat bots with the help of Facebook’s platform in the last six months and according to esti
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Amity
NOVEMBER 16, 2016
In my previous article, I covered how to hire your first Customer Success Manager. Now that you have “the one”, how do you get them up and running? Onboarding the first person into a new department can be challenging (almost as challenging as finding them). As someone who has successfully onboarded many individuals into new roles and departments, I am going to share a few tactical actions that really helped along the way.
Avaya
NOVEMBER 16, 2016
With projected market revenue of $1.7 trillion by 2020, the Internet of Things (IoT) stands to forever change the world as we know it. In part 1 of this series , I demystified the IoT and explored how leaders can create a vertical-driven strategy that produces positive and proactive business outcomes. Your strategy won’t get you far, however, if it doesn’t explicitly address the unique security threats that are inherent to this level of connectivity.
Tricia Morris
NOVEMBER 16, 2016
Breakthroughs in and the exponential pace of disruptive innovation are fundamentally changing the way we do business. Brands and organizations are looking to digital transformation as the key to innovation, growth, and the discovery and creation of new business opportunities.
Avaya
NOVEMBER 16, 2016
I have recently been in several meetings where I have been asked to provide advice on network and security designs. Many of the conversations revolved around the obvious fear of what is possible … but what truly surprised me was how many times I had to remind people not to participate in the drama of false security—otherwise known as Security Theater.
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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.
Topdown
NOVEMBER 16, 2016
Previously, I mentioned Gartner’s report, Three Steps to Enrich the Customer Experience with Contextualized Communications , in which analysts Karen M. Shegda, Mick MacComascaigh and Pete Basiliere make the case for deploying customer communications management (CCM) and web content management (WCM) solutions synergistically to deepen customers’ engagement and loyalty.
Eptica
NOVEMBER 16, 2016
Date: Wednesday, November 16, 2016 How does customer experience affect sales growth? Published on: November 16, 2016. Author: Neil Cox Customer experience has been front of mind for marketing and customer service professionals for a number of years, but does it really have a big impact on the bottom line? It seems obvious that if customers have a good experience when dealing with your company it increases the chance they’ll return in the future.
LiveChat
NOVEMBER 16, 2016
In the last two articles from this series, we’ve discussed pretty big companies. We’ve already talked about Apple, Netflix and Uber. We’ve touched on Verizon, Comcast and Amazon. But can we go even bigger than that? Today, I’d like to give it a try and discuss Facebook and Google customer service. Both Facebook and Google have huge number of customers/users.
ForeSee
NOVEMBER 16, 2016
The deadline to submit a proposal to speak at 2017 Connect: The ForeSee Summit is less than a week away! We want you to share your insights and experiences with. The post Share your VOC expertise & elevate your personal brand: Last call for Summit speaker proposals appeared first on ForeSee.
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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,
The DiJulius Group
NOVEMBER 16, 2016
The DiJulius Group Welcomes Katie Mares, CXC Due to our rapid growth in Customer Experience consulting, The DiJulius Group (TDG) has added another Customer Experience Consultant, Katie Mares. A former Customer Experience Executive of multiple TDG clients, Katie has been working with the X-Commandments methodology since 2011. She is also an instructor in the CXE Academy. […].
COPC
NOVEMBER 16, 2016
Industry-Specific Research Part of Larger CXMB Series. TRAVEL CUSTOMERS HAVE THEIR SAY IN THESE KEY AREAS: CUSTOMER CARE EXPERIENCE, PURCHASE EXPERIENCE AND CUSTOMER LOYALTY. Full Travel & Hospitality Report Now Available! COPC Inc., in partnership with Execs In The Know, has recently published the first volume of CXMB Industry Insights , a new consumer research series that brings the lens of consumer research into focus, one industry at a time.
Customer Interactions
NOVEMBER 16, 2016
In the contact center, technology has been a key enabler of employee empowerment. Agents and managers alike are benefitting from the ever-growing capacity to customize schedules, develop new on-the-job skills, and view personal performance indicators.
dscout People Nerds
NOVEMBER 16, 2016
Mobile research technology takes down the qual-quant dichotomy.
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.
Michelli Experience
NOVEMBER 16, 2016
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