Alida

SEPTEMBER 30, 2016

Every company today wants to be customer centric. From emerging upstarts to established conglomerates, brands of all sizes now recognize that getting closer to customers is key to long-term business success. In our customer-led world, the various types of online communities have become an indispensable tool to harness customer feedback and insight. In the last decade, online communities have taken the business world by storm.

ROI 203

ROI e-support Sports Study 203

Michelli Experience

SEPTEMBER 30, 2016

Recently, I’ve been suggesting that “perceptions” are a key economic driver. In the course of my work as an experience designer and consultant, I have been defining customer experience strategy as a disciplined approach to brand differentiation achieved by elevating the perception of those you serve based on their interactions with you. Obviously, in today’s world, interactions are both physical and virtual and they involve our products, our people, and our technology.

Net Promoter Score 182

Net Promoter Score Effort Score NPS Financial 182

ShepHyken

SEPTEMBER 30, 2016

This week on our Friends on Friday guest blog post my colleague from Down Under, Warwick Merry, writes about an experience he had that demonstrates why a business must have the systems and processes in place to take care of new and existing customers. If you cannot take care of the customer, it doesn’t pay to advertise! – Shep Hyken . So many businesses are hemorrhaging money and they don’t even know it.

Advertising 94

Advertising System Entertainment Sports 94

Topdown

SEPTEMBER 30, 2016

What do you think of when you hear the term “ customer communications management ”? Most people think of letters, statements, privacy notices, and other documents and correspondence that traditionally have been produced in large batches and mailed to customers en masse. Many people now include digital versions of those communications in their understanding of CCM, too.

Communication 68

Communication Management Customer Journeys Customers 68

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Avaya

SEPTEMBER 30, 2016

Next week is IP Expo, one of the UK’s main business technology events. One of the key themes of the show is Artificial Intelligence, something that shouldn’t really be a surprise considering the technology is fast becoming a reality in the enterprise, with chatbots, predictive intelligence and robot PAs. In fact, according to a new research commissioned by the organisers of IP Expo, 37% of respondents believe that AI will be a main technology focus for businesses in 2017.

Self Service 64

Self Service Chatbots Social Media Analysis 64

Customer Interactions

SEPTEMBER 30, 2016

In this week’s CMO Perspectives Vala Afshar for Huffingtonpost looks at Brian Solis’s 2016 State of Digital Transformation; Steve Olenski for Forbes tells us what a CMO can learn from millennial entrepreneurs; Kimberly A. Whitler succinctly explains the different skill sets of a customer-centric marketer; Clickz shares with us some important customer services updates to Twitter; Jeff Rajeck for eConsultancy.com lists 5 things marketers can do to improve CX; And finally, our tweet of the week is

Marketing 50

Marketing Customer Centricity Customer Service Customers 50

Helen Dewdney

SEPTEMBER 30, 2016

Press Release. The 1 st October 2016 is the International Day of Older Persons. Older persons can be vulnerable to a number of things including elder abuse, ageism, and exploitation. We hear often of the stories of carers abusing older people and employers not treating older people equally. But frequently older persons are more vulnerable to being fobbed off by big companies when it comes to consumer rights such as being mis-sold or not gaining redress when they are entitled.

Consumers 47

Consumers Financial Training Customers 47

MyCustomer

SEPTEMBER 30, 2016

Engagement 7 customer journey mapping mistakes to avoid.

Customer Journeys 65

Customer Journeys Customers Engagement 65

Brad Cleveland Blog

SEPTEMBER 30, 2016

How do you make the most of changing customer expectations and ensure that they are being built into your plans and direction? The following are some important rules of the road: First, ensure that your management team thoroughly understands the … Continue reading → The post Make the Most of Changing Customer Expectations appeared first on Brad Cleveland.

Customer Expectations 26

Customer Expectations Customers Management Call Center 26

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

MyCustomer

SEPTEMBER 30, 2016

Engagement 7 customer journey mapping mistakes to avoid.

Customer Journeys 40

Customer Journeys Customers Engagement 40

Brad Cleveland Blog

SEPTEMBER 30, 2016

How do you make the most of changing customer expectations and ensure that they are being built into your plans and direction? The following are some important rules of the road: First, ensure that your management team thoroughly understands the 10 basic customer expectations. Post them prominently. And make a habit of considering them when making decisions.

Customer Expectations 21

Customer Expectations Customers Management Call Center 21

Brad Cleveland Blog

SEPTEMBER 30, 2016

How do you make the most of changing customer expectations and ensure that they are being built into your plans and direction? The following are some important rules of the road: First, ensure that your management team thoroughly understands the 10 basic customer expectations. Post them prominently. And make a habit of considering them when making decisions.

Customer Expectations 20

Customer Expectations Customers Management Call Center 20