InMoment XI
FEBRUARY 28, 2014
We’ve all heard the phrase “What you don’t know can’t hurt you,” and we’ve probably just as often refuted its assertion. There are plenty of reasons why the unknown can hurt us. The following example effectively demonstrates this. I was recently on a call with a company that was looking at their Net Promoter Scores.
GetFeedback
FEBRUARY 14, 2014
I conducted an informal survey today, asking 22 residents of my hometown, Charlotte, North Carolina, what they liked best about our city.
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Win the Customer
FEBRUARY 10, 2014
'Millions of words are used each day in customer service communication; three little ones have great power to destroy your customer service experience and should be avoided at all cost. Studies have shown that vocabulary is a good predictor of success. Those who a greater mastery of language and the ability to communicate have greater […].
Comm100
FEBRUARY 19, 2014
When one thinks of providing a great customer experience, it’s easy to visualize some of the more common aspects of customer service – employees with customer friendly attitudes, giving the customer their money’s worth and promptly resolving any concerns or issues. These are all important; however, with the customer experience playing field being leveled by new technology and the almighty Internet, it’s important to focus on another key aspect – Accessibility.
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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.
PeopleMetrics
FEBRUARY 5, 2014
'I''ve Got Customer Experience Data. What Now? So you are getting ready to update the C-Suite on your customer experience metrics. You’ve collected lots of customer experience data, you have a bunch of insights, perhaps you have a deck of beautiful slides, filled with graphs and tables and statistically significant differences. But your biggest challenge is in being able to influence this team of execs to take action on what you tell them.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
InMoment XI
FEBRUARY 28, 2014
We’ve all heard the phrase “What you don’t know can’t hurt you,” and we’ve probably just as often refuted its assertion. There are plenty of reasons why the unknown can hurt us. The following example effectively demonstrates this. I was recently on a call with a company that was looking at their Net Promoter Scores.
GetFeedback
FEBRUARY 5, 2014
GetFeedback for Salesforce delivers an integrated offering that allows you to create branded, mobile-ready customers surveys.
Win the Customer
FEBRUARY 22, 2014
'Customers wait 1 minute on hold before getting the run around from customer service, it''s not wonder they are always willing to switch to a competitor.
Touchpoint Dashboard
FEBRUARY 10, 2014
'“Most failures in industry are not that people can’t solve problems; it’s that they’re not always great at identifying the right problems to solve.” - John Kembel, Stanford d.School When John Kembel, founding member of the prestigious Stanford d. School, spoke those words at the recent Boulder Innovation Executive Forum, you could almost hear the […].
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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.
Doug Leather
FEBRUARY 24, 2014
'I’ve long been a supporter of ‘Blue Ocean Strategy’ thinking. I’m also a firm believer that the greatest opportunities for business today lie with business model innovation – i.e. finding new ways to create, deliver and capture value. This enables the creation of uncontested market space – ripe for growth. Blue Ocean Strategy. Blue Ocean strategy, created by Professors W.
Amity
FEBRUARY 18, 2014
Geoffrey Moore recently published a new edition of his classic high-tech marketing book, Crossing the Chasm , updated to be relevant for today’s markets. While the core model is unchanged, Moore makes it clear that ‘Crossing the Chasm’ is strictly a B2B model. To address newly relevant B2C markets, Moore adds a new model as an appendix. The Four Gears Model for Digital Consumer Adoption.
InMoment XI
FEBRUARY 28, 2014
We’ve all heard the phrase “What you don’t know can’t hurt you,” and we’ve probably just as often refuted its assertion. There are plenty of reasons why the unknown can hurt us. The following example effectively demonstrates this. I was recently on a call with a company that was looking at their Net Promoter Scores.
ForeSee
FEBRUARY 28, 2014
'The ForeSee E-Government Satisfaction Index (Q4 2013) Now Available Download the Report This quarter’s aggregate score for e-government websites (74.6 on the Index’s 100-point scale) is down slightly from last. The post ForeSee Releases New E-Government Satisfaction Index and Mobile Federal Government Benchmark appeared first on ForeSee.
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.
Win the Customer
FEBRUARY 19, 2014
'Internal customer service, or servicing those who service your customers is vital to any business progressing, properly functioning, and continuing to establish a patter of exceptional customer experiences. As companies focus intently on improving the level of customer service they offer to clients, the quality of internal interactions within the business can become overlooked.
Customer Interactions
FEBRUARY 21, 2014
'Few sports fans want to consider security risks as they embrace the excitement of the Olympic Games. Looking back two years ago, many of the security concerns in the weeks before London 2012 were eventually mitigated by the British Army and helped pave the way for perhaps the most successful Games in recent years. In Sochi too, there were some real security worries threatening to overshadow the Games before the first athlete took to the piste.
Smith+co CX
FEBRUARY 6, 2014
'This is the conclusion of Forsee in its latest Customer Experience Index, where Amazon hit top spot for best mobile retail experience - a testimony to the online giant’s brilliance in making it quicker, cheaper and simpler for the consumer to buy almost anything. And through its mobile app, it not only enables, but encourages its customers to compare prices of various products while walking in different stores - before, of course, buying from Amazon.
Amity
FEBRUARY 18, 2014
In Part 1 we expanded Geoffrey Moore’s Four Gears model to this emerging B2B model ( SaaS 2.0 ) In this post we will examine how to operationalize the four gears. Over the past few years the B2B business model has evolved from a ‘Land and Maintain’ model to a ‘Land and Expand’ model. Four Gears Model for B2B SaaS. Of the Four Gears in the new B2B model (Land, Convert, Expand, and Enlist) all but the Land gear are relatively recent additions to the model.
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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?
InMoment XI
FEBRUARY 26, 2014
Earlier this week, I shared the story of British clothing designer, Boden, and why I appreciate the personality that defines their catalogue, website and brand. This personality extends beyond marketing into their customer experience research through the use of clever, quirky and straightforward survey invitations signed personally by the founder. Customers today are looking to.
ForeSee
FEBRUARY 17, 2014
'by Kecia Brady, Marketing Representative, ForeSee In addition to being Presidents Day in the United States, it’s also Random Acts of Kindness Day. I like this quote from our first. The post How Nonprofits Can Increase Online Donations and Other Random Acts of Kindness appeared first on ForeSee.
Win the Customer
FEBRUARY 10, 2014
'Is there a relationship between the size of a company and its ability to deliver quality customer service? What does it mean for business success?
Customer Interactions
FEBRUARY 6, 2014
'Why are some Physical Security Information Management (PSIM) deployments the envy of others around them, while others are underutilized, even neglected? For starters, you need to start with a clear vision. To put it simply, your enterprise risk management strategy should drive what you integrate through PSIM, not the other way around. Once you define your vision, you want to avoid scope creep and stay on track.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Upwave
FEBRUARY 18, 2014
Online marketers have a plethora of web tools at their disposal. We at Upwave are happy to see online marketing surveys becoming a more popular one, since they can inform a wide variety of business decisions. Marketers have used our consumer survey service in many clever ways, so we wanted to share some highlights: Defining your demographic. When developing a product or service, it’s essential to determine your target customer.
Amity
FEBRUARY 13, 2014
It’s that time of year again – when hearts are aflutter, your local florist has a banner day and somewhere a marriage proposal is likely going to take place. However, this Valentine’s Day, along with showing your affection for a loved one, share some of that love with your customers. As the most important asset to your business, customers tend to share a lot of love with your company every time you engage with them.
InMoment XI
FEBRUARY 26, 2014
Earlier this week, I shared the story of British clothing designer, Boden, and why I appreciate the personality that defines their catalogue, website and brand. This personality extends beyond marketing into their customer experience research through the use of clever, quirky and straightforward survey invitations signed personally by the founder. Customers today are looking to.
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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.
Win the Customer
FEBRUARY 3, 2014
'Everyone uses customer service. Although it''s easy to be upset with the bad customer service, getting good customer service isn''t as easy as you think.
Customer Interactions
FEBRUARY 28, 2014
'While collaboration before, during and after incidents is as old as time, what is new is a wave of technologies that make it far easier to communicate and manage tasks, people and other resources in both public and private sectors. This marks a significant shift from individual organizations running siloed systems to a community of organizations sharing vital information that affects security, safety and operations.
Upwave
FEBRUARY 21, 2014
Why book a hotel room when someone’s apartment is left empty? Why catch a cab when you have a “friend with a car”? Such is the logic behind Airbnb, Uber, Lyft, and other collaborative consumption services that have exploded in popularity. The services are typically more convenient and less expensive than traditional alternatives, but also tote loftier implications, like bringing together members of a community and facilitating a sharing economy.
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