iPerceptions
MAY 20, 2016
The rise of ecommerce has happened fast, and it won't be long before online sales outpace revenue from brick-and-mortar stores. Consumers are becoming more comfortable making purchases online, and the web offers a much wider range of products and services than physical store locations.
Topdown
MAY 20, 2016
In a March 2016 report entitled How to Measure Digital Customer Experience , part of the Digital Customer Experience Improvement Playbook, Forrester analysts Maxie Schmidt-Subramanian and Andrew Hogan explore ways for CX pros to use tracking and analytics to measure and improve digital experience quality.
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LiveChat
MAY 20, 2016
Professional problem-solving is the beating heart of amazing customer service. It’s because none of the customers is calling for a nice chat. They are contacting customer service because they have encountered a problem. They might be disappointed with the product they have purchased. Maybe the product wasn’t delivered yet or maybe it arrived broken.
Avaya
MAY 20, 2016
Following England’s unceremonious booting out from its own Rugby World Cup just a few months ago, the team certainly had a lot to prove in this year’s Six Nations Tournament. And so far—touch wood—they seem to be doing so. November’s defeat to Wales was reversed and they are now in a strong position. Whether you’re following the Six Nations or not, there’s plenty business managers can draw from the renewed England team.
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ForeSee
MAY 20, 2016
“If you build it, they will come.” No, we’re not referring to the baseball diamond Kevin Costner’s character was mysteriously called upon to build in the 1989 classic Field of. The post How rue21 Built A Stellar Customer Experience [Video] appeared first on ForeSee.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Avaya
MAY 20, 2016
On May 4, we announced the Zang Forget Me Not Service for Mother’s Day ( press release , blog )—a free service through which people could schedule a voicemail to be delivered to their mother. Candidly, the idea was born out of a marketing meeting I, a PR manager at Avaya, attended on April 14 when thinking about what we could do to promote the simplicity, utility and virtually endless possibilities of Zang.
Talkdesk
MAY 20, 2016
This blog post is an Opentalk 2016 panel recap. For more Opentalk content, check out Opentalk Full Coverage. Session: The Rise of the Customer-Centric Company. Moderator : Narinder Singh , mlCare. Panelists : Todd Enders , Sr. Director of Product Marketing, Salesforce. Bryce Maddock , CEO, TaskUs. “The customer is always right.”. BRYCE : This mentality has existed for as long as businesses have existed.
Customer Interactions
MAY 20, 2016
Lots of CX Buzz favourites this week, including; Annette Franz in Business2Community.com on the six domains of CX performance; Roy Atkinson [Sparkcentral] with his “Missing Link for Great CX;” Ian J. Golding’s head nodding piece on transparent CX; Pierre DeBois in CMSWire.
Brad Cleveland Blog
MAY 20, 2016
Customer access strategies are like business plans in that some are well documented and others exist only in pieces and in the heads of various managers. Too often, the latter is the case. But there are standout examples of plans … Continue reading → The post Documenting Your Customer Access Strategy appeared first on Brad Cleveland.
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Brad Cleveland Blog
MAY 20, 2016
Customer access strategies are like business plans in that some are well documented and others exist only in pieces and in the heads of various managers. Too often, the latter is the case. But there are standout examples of plans that are effective and up to date.
Brad Cleveland Blog
MAY 20, 2016
Customer access strategies are like business plans in that some are well documented and others exist only in pieces and in the heads of various managers. Too often, the latter is the case. But there are standout examples of plans that are effective and up to date.
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