InMoment XI
JULY 18, 2016
No matter how prepared you think you are, when you have a baby, your world flips upside-down. You’ve done it all: read all the books, received advice from everyone and their mother, reflected on the way you were raised, and talked about expectations with your child-raising partner, if you have one. In my case, once. View Article.
Steve DiGioia
JULY 18, 2016
your apologies only go so far This original article was written by Steve DiGioia. While driving home late one night from work I stopped into a Wendy’s Restaurant for a quick meal. I hand over my credit card for payment; it’s denied. What, how can that be? A few minutes later my wife calls me to say that she just got a call from the credit card company, the bank, saying they want to speak to me about the card.
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InMoment XI
JULY 18, 2016
No matter how prepared you think you are, when you have a baby, your world flips upside-down. You’ve done it all: read all the books, received advice from everyone and their mother, reflected on the way you were raised, and talked about expectations with your child-raising partner, if you have one. In my case, once.
Beyond Philosophy
JULY 18, 2016
Many of you will have seen this video of a little girl whose parents surprised her with a new doll? The doll is special because it has a prosthetic leg – just like its recipient. It’s hard not to get choked up as you watch her burst into tears as she hugs her new friend for the first time. The girl’s parents posted the video on Facebook and it quickly went viral.
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InMoment XI
JULY 18, 2016
No matter how prepared you think you are, when you have a baby, your world flips upside-down. You’ve done it all: read all the books, received advice from everyone and their mother, reflected on the way you were raised, and talked about expectations with your child-raising partner, if you have one. In my case, once.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
natero
JULY 18, 2016
"A successful onboarding paves the way to retention, renewal and even up-sell in the future.". Onboarding is a critical phase of the SaaS customer journey, setting the stage for your post-sales customer experience. It’s when customers form their first impressions of your product and decide whether it gives them value – or not.
ShepHyken
JULY 18, 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. Pokémon Go Shows What Augmented Reality Can Do For Customer Experience by Mark Hillary. (LinkedIn) The really interesting cultural phenomenon around Pokémon Go is that it has very quickly normalised AR.
Think Customers
JULY 18, 2016
You may have seen them over the weekend wandering the streets like zombies and glued to their mobile phones. No, they weren't extras in an episode of "The Walking Dead." They were players in Niantic Labs' new augmented reality game Pokémon GO. Since its launch last week, the GPS-enabled game has become an overnight sensation with at least 15 million downloads as of late last week, making Niantic $14 million in just a few days. .
Forrester
JULY 18, 2016
It's time for one of Forrester's big annual events: The publication of this year's Customer Experience Index report for US brands. The report is based on Forrester's CX Index ™ methodology, which measures how well a brand's customer experience strengthens the loyalty of its customers. We use this methodology to create an annual benchmark of CX quality at large US brands.
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Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!
Alliance by IFS
JULY 18, 2016
Finding ways to drive new revenue is one of the top business challenges facing service organizations today. According to the Technology Services Industry Association (TSIA), 76% of companies are struggling with service revenue growth. While service has become an important profit center for many companies, in some industries it has been treated as an afterthought –- something that’s practically given away to ensure a product sale or a contract.
Tricia Morris
JULY 18, 2016
No matter where you are in the world today, one thing is for sure. Expectations for customer service have grown over the past few years: around convenience, speed, agent knowledge and insights, and by far, around channel availability and digital transformation. This year, Microsoft customer service preferences and expectations survey polled 5,000 consumers across Brazil, Germany, Japan, the United Kingdom and the United States and found some interesting commonalities, as well as distinct differe
Talkdesk
JULY 18, 2016
Whether you are replacing a solution that no longer suits your company’s needs or investing in your first system, choosing the best call center software for your business can be a daunting task. Call center software often forms the foundation of a business’ customer service provision and outbound inside sales. The technology that you select will have a tremendous impact on your company’s bottom line, so it’s important to do your research.
Waypoint Group
JULY 18, 2016
Have you evolved to the subscription economy? Let’s face it: Your CEO didn’t ask Marketing to simply run campaigns. Marketing is tasked with generating more business and campaigns are the foundation to meet that objective. And yet we all understand that times have changed: Customers have more power than ever through word-of-mouth (WoM).
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
Teletech
JULY 18, 2016
A recent blog post (Waking the Sleeping Tiger With a Strategic Approach to Sales) from our colleagues at TeleTech Consulting posited that businesses can stretch their sales and marketing investments and achieve better results by, first and foremost, using insights and analytics to focus their activities on the best, most predictive targets. Of course, in this age of advanced customer connectivity, big data, and real-time decision-making, this is accepted wisdom.
ijgolding
JULY 18, 2016
Before I start this post, I must first make a couple of sincere apologies. As a result of travelling a great deal, I often write about my experiences of doing so. Some of the best and worst experiences I have ever had have been whilst travelling. I acknowledge how lucky I am to go to the places I do and want to apologise to those who tire of reading about my highs and lows around the world.
Amity
JULY 18, 2016
You’ve probably read your fair share of information online about Customer Success. Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. Daniella Degrace, a former Vice President, Customers Success at Radian6 (Salesforce), provides the answers.
customer sure
JULY 18, 2016
If you’re someone who instinctively makes the link between customer satisfaction and business success then this won’t be a surprise. But sometimes a colleague will ask you to justify the Return on Investment (ROI), or maybe you’ve just forgotten quite how many are the business benefits of customer feedback. Either way, if you need a spur to take action and finally get customer feedback working properly for your business then this is for you.
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Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.
Amity
JULY 18, 2016
You’ve probably read your fair share of information online about Customer Success. Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. Daniella Degrace, a former Vice President, Customers Success at Radian6 (Salesforce), provides the answers.
LiveChat
JULY 18, 2016
Expectations for customer support and response times have become sky high. Even when you work at a small company with a tiny team, people are accustomed to fast responses to their questions and complaints. According to data collected by Edison Research , at least 39% of people expect responses on social media within one hour, but “the average response time from businesses is five hours.
Amity
JULY 18, 2016
You’ve probably read your fair share of information online about Customer Success. Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. Daniella Degrace, a former Vice President, Customers Success at Radian6 (Salesforce), provides the answers.
Michel Falcon Experience
JULY 18, 2016
Does the thought of aligning your entire company, improving your customer experience and increasing employee engagement interest you? If so, this post is for you – I want to introduce you to peer cross-training as a way to improve alignment, customer experience and employee engagement in the next 30 days. In this post I will outline what peer cross-training is, explain the benefits and provide you with a step-by-step guide on how to host it for your company.
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
Amity
JULY 18, 2016
You’ve probably read your fair share of information online about Customer Success. Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. Daniella Degrace, a former Vice President, Customers Success at Radian6 (Salesforce), provides the answers.
Amity
JULY 18, 2016
You’ve probably read your fair share of information online about Customer Success. Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. Daniella Degrace, a former Vice President, Customers Success at Radian6 (Salesforce), provides the answers.
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