InMoment XI
MARCH 7, 2016
Billions of dollars of outcomes rest on driving change in CX programs to benefit businesses, shareholders and, critically, customers. Alicia Boler-Davis, General Motor’s Vice President for Global Quality and Customer Experience recently stated that for the auto company, the value of loyalty is $700 million for every percentage point of improvement in customer retention rates.
Experience Matters
MARCH 7, 2016
In a recent post, I discussed how management practices have become outdated and that there’s a strong need to Modernize Leadership. This change requires eight distinct shifts in how we lead organizations. I just ran into this great video of a speech that Steve Jobs gave in September 1997. It’s really worth watching. Jobs demonstrates a few of the elements that […].
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InMoment XI
MARCH 7, 2016
Billions of dollars of outcomes rest on driving change in CX programs to benefit businesses, shareholders and, critically, customers. Alicia Boler-Davis, General Motor’s Vice President for Global Quality and Customer Experience recently stated that for the auto company, the value of loyalty is $700 million for every percentage point of improvement in customer retention rates.
Experience Investigators by 360Connext
MARCH 7, 2016
Another “for the millennials” headline pops up every day. As millennials become a bigger part of the market, stepping into adulthood and the paychecks that come with it, companies are trying just about anything to attract this demographic. They are considered different. They are different. They are the first generation who grew up with instant and […].
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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.
InMoment XI
MARCH 7, 2016
Billions of dollars of outcomes rest on driving change in CX programs to benefit businesses, shareholders and, critically, customers. Alicia Boler-Davis, General Motor’s Vice President for Global Quality and Customer Experience recently stated that for the auto company, the value of loyalty is $700 million for every percentage point of improvement in customer retention rates.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Bill Quiseng
MARCH 7, 2016
In 2011, An American Express survey found that Americans tell an average of 9 people about good experiences and 16 people about poor experiences. Today, just five years later, people may still tell an average of 9 people about good experiences, but if they have a bad experience, they can now tell the entire world via social media. We have all seen the word “viral” tagged to a personal story about bad customer service more often than a good one.
Beyond Philosophy
MARCH 7, 2016
Do you use humor to get over your message? Some brands are particularly good at it. If it’s done well, a funny tone of voice can make a brand more memorable and attract a big following. A recent blog cites Old Spice as an example of a big brand that uses humor effectively, in its “The Man Your Man Could Smell Like” ad campaign. Embedd this video in blog.
Wired and Dangerous
MARCH 7, 2016
A man lived right by the railroad track. For years, the train roared by his bedroom window at two-o’clock every morning. He grew so accustomed to it that it never disturbed his sleep. One night no train came through. The usual train was taken out of circulation for maintenance and a substitute was unavailable. At precisely 2 AM, the man lunged from a deep sleep and exclaimed, “ What was that?!
Win the Customer
MARCH 7, 2016
Not so long ago, I was a complete rookie to the blogging world. When I started to benchmark hosting sites, I felt lost. You know the feeling when you have to choose between many options but you don’t have all the knowledge and understanding to make a sound decision? Horrible. But I had no choice. I needed to select a hosting site to start my blogging adventure.
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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.
Bob Hayes
MARCH 7, 2016
Over a year ago, I tested the claim that Big Data was the most hyped technology ever. Using Google Trends, I compared the term "Big Data" with "Web 2.0" and "cloud computing". It turned out that the Web 2.0 and cloud computing were more hyped than Big Data (as measured by number of searches on the topics). At the time, however, Big Data was on an upward trajectory.
Middlesex Consulting
MARCH 7, 2016
A recent Google search of the term “Customer Journey Maps” (CJM) turned up 5.3 million results. This indicates that journey mapping is popular and is probably getting more popular every day, So, I decided to share some of the limitations of journey mapping with you so you can make sure you know what’s what when you create one. Maps are fixed but journeys change.
Topdown
MARCH 7, 2016
In a recent report entitled “ The Public Is Still Skeptical of Federal Digital Customer Experience ,” Forrester’s Rick Parrish notes that, since 2011, the White House has been trying to improve the federal digital customer experience. After slowly gaining traction, the effort has finally begun to see some results. “Unfortunately,” Parrish points out, “customers remain apathetic about digital government in both theory and practice.”.
Middlesex Consulting
MARCH 7, 2016
A recent Google search of the term “Customer Journey Maps” (CJM) turned up 5.3 million results. This indicates that journey mapping is popular and is probably getting more popular every day, So, I decided to share some of the limitations of journey mapping with you so you can make sure you know what’s what when you create one. 1. Maps are fixed but journeys change.
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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,
Natalie Petouhof
MARCH 7, 2016
Tweet What is the mission of Adobe? To change the world through digital experiences. The pace of change in how consumers engage with content is accelerating. So their mission is more relevant than it has ever been before. Consumers expect to connect with content immediately no matter where they are or what they are doing. In the personal, always-connected mobile world we now live in, the inability to deliver the right experience to the right person at the right time directly impacts engagement
LiveChat
MARCH 7, 2016
If you were put into a huge magnet that can monitor the neural changes happening in your brain and flash the word “no” for less than one second, you’d see a sudden release of dozens of stress–producing hormones. These hormones immediately influence the normal functioning of your brain , impairing logic, reason, language processing and communication.
ForeSee
MARCH 7, 2016
This is the first post in a series about which retail customers are the most and least satisfied, and how we can use that knowledge to improve business outcomes. All. The post Part 1: Portrait of a Happy Customer appeared first on ForeSee.
Natalie Petouhof
MARCH 7, 2016
Tweet Raymond Tomlinson is noted for establishing person-to-person email as we know it. He was the one that allowed people to send emails to users on other computers by choosing the @ symbol. He considered an obscure keyboard character — the @ symbol — to separate usernames from email hosts. Tomlinson came up with the idea while working for Bolt Beranek and Newman, the software company that developed the Internet precursor ARPANET, in 1971.
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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
Magellan Solutions
MARCH 7, 2016
Magellan Solutions participated in FEU’s Alumni Placement Expo (APEx): Annual Job Fair 2016 on March 8, 2016 in Far Eastern University Makati. Companies from various industries, as well as students from different FEU colleges, joined the event. Students came prepared with hard copies of their resume and also their FEU ResumeLink accounts, FEU’s online platform for the resumes of its students – as companies may conduct job interviews, initial screenings, and spot hiring.
Forrester's Customer Insights
MARCH 7, 2016
We have all this valuable data about our customers, but we need to make better use of it. This is the most common theme I hear on inquiry calls, at conferences, and in advisory sessions. At this point, companies are fully aware that their data contains enormous value. In fact, I like to think that data has a potential value much like the concept of potential energy in physics.
ijgolding
MARCH 7, 2016
I am still regularly asked if this ‘Customer Experience thing’ is really a ‘thing’ at all. Despite the growing waves of publicly available evidence that proves the positive effect a customer centric approach to business can have – and specifically the effect it has on financial performance – there will always be the doubters!
AskNicely
MARCH 7, 2016
Are you sending surveys with Survey Monkey? Getting a single-digit response rate? Don’t worry, it’s not your fault. Actually, it’s not Survey Monkey’s fault either. A sub-ten-percent response is pretty typical with conventional web-based surveys. I don’t mean to pick on Survey Monkey but, as the 800-pound gorilla, they’re a serial offender in creating surveys that people ignore.
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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.
Natalie Petouhof
MARCH 7, 2016
Tweet Customers are More Difficult to Serve Than Ever. Is Your Brand Ready ? Avaya, a Contact Center Infrastructure for 15 consecutive years unveiled customer engagement innovations that meet customer expectations where the rules of the game have changed: 90% of people move between different devices [i]. 52% of customers are less likely to engage with a company because of a bad mobile experience [ii]. 89% of companies will compete primarily based on customer experience – up significantly from th
AskNicely
MARCH 7, 2016
Are you sending surveys with Survey Monkey? Getting a single-digit response rate? Don’t worry, it’s not your fault. Actually, it’s not Survey Monkey’s fault either. A sub-ten-percent response is pretty typical with conventional web-based surveys. I don’t mean to pick on Survey Monkey but, as the 800-pound gorilla, they’re a serial offender in creating surveys that people ignore.
CSM Magazine
MARCH 7, 2016
Despite its importance to consumers, email is falling behind social media when it comes to customer service, with UK brands answering just 38% of emailed questions, according to a new study. Twitter (48% success rate) and Facebook (44%) are both more accurate and faster at delivering responses, although a lack of consistency between channels is undermining the overall customer experience.
Think Customers
MARCH 7, 2016
These days the news of retailers closing stores is becoming as common and uncomfortable as a Trump insult, a baffling Kanye Tweet, or a Kardashian photo opp. They seem to happen every time we turn on the TV or open a Web page but there's no way to stop them. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?
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