Vonage
MAY 24, 2016
New research from NewVoiceMedia offers a compelling view of the consequences of poor customer service in the U.S. The results reveal that an estimated $62 billion is lost by U.S. businesses each year following bad customer experiences. With revenue being transferred between companies at such an alarming rate, the study highlights the considerable impact that customers have on a business’s success.
Who's Your Gladys?
MAY 24, 2016
Enjoy this article. Then click here to check out our NEW customer service book: Taming Gladys! The Busy Leader’s Guide to Creating Fierce Customer Loyalty. It takes energy to start each day strong. No matter how good your customer service was yesterday, each morning you begin. The post 5 Morning Rituals to Prep for Customer Service Success appeared first on Who's Your Gladys?
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Experience Matters
MAY 24, 2016
We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers. Chick-fil-A and Subway deliver the best customer experience in the fast food industry, according to the 2016 Temkin Experience Ratings, an annual ranking of companies based on a […].
Experience Investigators by 360Connext
MAY 24, 2016
Customers can’t always tell us what they want, even when we ask them to leave feedback. So is there another way to learn what they will want next, before they take their business elsewhere? Customer data, feedback and market research can still help guide your next innovation. You just need to see the experience though a different lens, and be willing to […].
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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.
Vonage
MAY 24, 2016
New research from NewVoiceMedia offers a compelling view of the consequences of poor customer service in the UK. The results reveal that an estimated £11 billion is lost by UK businesses each year following a bad customer experience. With revenue being transferred between companies at such an alarming rate, the study highlights the considerable impact that customers have on a business’s success.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
NICE inContact
MAY 24, 2016
V oice of the Customer is a hot topic at companies looking to become more customer-centric or improve their customer experience. For many, this term has become synonymous with customer feedback surveys, but that’s not exactly true. Voice of the Customer is a multi-faceted process to learn more about your customers. What do they want? What do they need?
Experience Matters
MAY 24, 2016
We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers. Publix and H-E-B deliver the best customer experience in the supermarket industry, according to the 2016 Temkin Experience Ratings, an annual ranking of companies based on a survey […].
CX Journey
MAY 24, 2016
Image courtesy of _Dadita_ Do your customer experience improvement efforts suffer from the Streetlight Effect? Have you heard the story about the drunk who is asked why he's looking for his lost wallet under the streetlight, rather than where he thinks he dropped it? It goes something like this, according to Wikipedia : A policeman sees a drunk man searching for something under a streetlight and asks what the drunk has lost.
Beyond Philosophy
MAY 24, 2016
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. My friends at Keller Fay Group (Ed Keller and Brad Fay) have conducted research which once again demonstrates that everyday people, i.e. consumers, customers, suppliers and employees, can have a significant on the product and service vendor decisions individuals make in the marketplace.
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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.
Win the Customer
MAY 24, 2016
Whether you’re an Italian restaurant, a vendor of smartphones, an organic grocery store, or a women’s fashion outlet, something about your brand needs to gain the long-term favour of its consumer base in order to be successful. Sure, it’s important to provide a service where customers ultimately find what they’re looking for. But they will – whether it’s from your brand or not.
ShepHyken
MAY 24, 2016
Donn Sorensen Shares Leadership Principles That. Drive a Customer-Focused Culture. Shep Hyken discusses how to create and maintain a customer-focused culture with Donn Sorensen, speaker, philanthropist, and Regional President of Mercy, a large healthcare organization based in St. Louis, MO. Donn shares his leadership principles and how they help to drive customer service and experience.
Amity
MAY 24, 2016
We hear you -- working in Customer Success is no small task. There is always plenty (and then some) to account for: Various customers to build relationships with -- resulting in various concerns to be addressed -- resulting in various solutions to offer (as each customer is unique and should be treated as such). With that being said, serving as a leader in Customer Success means double the management: You are helping not only your customers but your own team as well.
Bold360
MAY 24, 2016
Get inspired by the power of strong customer service. These stories are over the top, however it's just as important to deliver the "always there" service from any channel, any touch point and any screen that consistently supports your customers and answers their questions.
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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,
Think Customers
MAY 24, 2016
As the leader of the company, the CEO often sees himself or herself as the person who is ultimately responsible for the customer experience. While some past studies have revealed a disconnect between the quality of the customer experiences the CEO believes a company delivers to its customers and what customers' actual perceptions are, a recent survey of CEOs finds that many chief executives view customer experience as the most effective opportunity for obtaining a competitive advantage.
ClearAction
MAY 24, 2016
Understanding Business-to-Business Customers’ Purchase Decisions. What is it like to be a customer when both you and your suppliers are manufacturers? More than meets the eye. And a large percentage of the world’s gross domestic product comes from these customers. You’ll find them in industries such as these: aviation, chemicals, defense, computer hardware, construction, energy, industrial automation, machinery, medical devices, and packaging, just to name a few.
COPC
MAY 24, 2016
This is the fifth and final post in a special blog series called, “Five Changes to Your Quality Program That Can Dramatically Improve Customer Satisfaction.”. With each post in the series, we examined one of five fundamental changes we recommend you make to your quality program. These are proven approaches to ensure your quality program is truly customer focused.
ForeSee
MAY 24, 2016
Getting your entire organization to both understand and believe that the customer experience is paramount is certainly an important first step. However, once you’ve accomplished that, it’s then time to. The post How To Improve Citizen Experience Through Scientific Measurement appeared first on ForeSee.
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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?
Natalie Petouhof
MAY 24, 2016
Tweet Digital business is increasing the potential monetary value of data, but most companies aren’t leveraging this valuable resource. Smart devices, mobile technology and social media are increasing the volume and variety of customer data available at an accelerated rate, turning data brokering into a multibillion dollar business while simultaneously making data more affordable than ever.
Brad Cleveland Blog
MAY 24, 2016
The post Connecting Hiring, Training and Coaching appeared first on Brad Cleveland.
Customer Bliss
MAY 24, 2016
Episode Overview. Episode 6 of The Human Duct Tape Show Podcast is with Alison Circle, who is the Chief Customer Experience Officer in another unexpected industry: the library System. The work that Alison and the leadership team at Columbus (OH) Metropolitan Library has in fact been heralded around the world in their innovative approaches in this industry many might think is moving toward retirement.
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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.
Avaya
MAY 24, 2016
Depending upon what you read, who you follow, the Business Intelligence and Analytics (BI&A) market is valued anywhere from $16.9 billion in 2016 , to $41.5 billion through 2018 , and expected to exceed $60 billion by 2025. It’s a huge, growing, global market fueled by ongoing innovation and seemingly endless opportunity. But why now? Why is the market potential so huge?
Talkdesk
MAY 24, 2016
This blog post is an Opentalk 2016 panel recap. For more Opentalk content, check out Opentalk Full Coverage. Speaker : Emmanuelle Skala, VP Sales, Influitive. “Communication has been lost”. Drake said it best when he said, “You used to call me on my cell phone.” It feels as if, with all the emojis and gifs, we’ve lost the art of just talking on the phone and having a conversation.
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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.
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