InMoment XI
JANUARY 11, 2016
First of all, thank you. Between LinkedIn, Twitter, the CX Café and Customer Think, my latest blog post “Will Customer Experience Survive?” has been seen by almost a thousand people. There’s been a lot of engagement too. Some in reference to 6 sigma and a lot around CX – all about achieving tangible results that.
Experience Investigators by 360Connext
JANUARY 14, 2016
It seems to be human nature to focus on the unnecessary but more attractive/compelling/interesting/entertaining distractions instead of the stalwart/steady/reliable but boring items in our everyday lives. How many moments do we give to social media, Buzzfeed, Candy Crush, etc? We do this in spite of having real deadlines, goals, and responsibilities.
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Experience Matters
JANUARY 15, 2016
People always ask about the connection between customer experience and business results. Well, here’s some visual evidence of the linkage. In this infographic, we share data from the Temkin Group research report, ROI of Customer Experience 2015. You can download (and print) this infographic in different forms: Infographic : infographic in pdf , infographic in png.
BlueOcean
JANUARY 11, 2016
So you made it through the contact center RFP process and your selection team made their final choice. Is the headache over? Can you finally hand over the metaphorical keys and let your new contact center outsourcer take the wheel? That would be nice, wouldn’t it? But we’ll be the first to admit that unfortunately it doesn’t work like that. At least, not if you want to maintain outstanding customer service performance.
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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
JANUARY 13, 2016
Savvy brands with strong e-commerce strategies, like REI, Toro, and Lowe’s, understand that delivering a better customer experience (CX) results in greater profitability. If you’re gearing up to take your business to the next level, you’ll need to enhance your CX from the ground up. Improvements to your website, customer service, and order fulfillment can turn casual browsers into loyal customers.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Experience Matters
JANUARY 13, 2016
We just published a Temkin Group data snapshot, Tech Vendors: Product and Relationship Satisfaction of IT Clients, 2016 , During Q3, 2015, 800 IT professionals from companies with at least $250 million in annual revenues rated both the products of and their relationships with 62 tech vendors. The research examines satisfaction with eight areas: product/service features, product/service quality, product/service flexibility, product/service ease of use, technical support, support of the account te
Steve DiGioia
JANUARY 14, 2016
that's one of the worst things an employee can say to me. This original article was written by Steve DiGioia. Something happened the other day that reminded me of a time when I was still new in this business. Yes, I didn’t have the 25+ years of experience as I do now but I still had enough under my belt to know what was going on and how to evaluate a department and its staff.
InMoment XI
JANUARY 14, 2016
Almost everyday there is news of another data breach costing businesses millions in revenue. Included in these breaches are large numbers of accounts and records containing sensitive information. Information Security is now a vital component of any successful business strategy. We had the opportunity to talk to Trenton Bond, the director of information security at.
Customer Bliss
JANUARY 14, 2016
With a customer listening path in place, your leaders and the organization will become personally involved in understanding the lives of your customers. Your customer listening method will provide a constantly refreshing source of information organized by journey stage. Leaders will be able to understand customers’ lives with a connection to customer behavior and growth, as well as to the data.
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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.
Experience Matters
JANUARY 11, 2016
Temkin Group did a lot of research in 2015. In case you missed some of it, I’ve listed last year’s reports below. You can always find all of our research here. Our 2015 research highlighted leading-edge best practices, uncovered key trends, provided valuable assessment tools, and shared benchmark data. I’m proud of what we accomplished last year!
Who's Your Gladys?
JANUARY 11, 2016
Customers have four expectations that determine whether they’ll be highly satisfied doing business with your company, according to Gallup Research. First, they expect ACCURACY – Does your staff meet the commitments they make to customers? Is the product (or service) as promised? Does the billing match. The post Which Customer Expectations Matter Most?
InMoment XI
JANUARY 14, 2016
Almost everyday there is news of another data breach costing businesses millions in revenue. Included in these breaches are large numbers of accounts and records containing sensitive information. Information Security is now a vital component of any successful business strategy. We had the opportunity to talk to Trenton Bond, the director of information security at.
Customer Bliss
JANUARY 14, 2016
With a customer listening path in place, your leaders and the organization will become personally involved in understanding the lives of your customers. Your customer listening method will provide a constantly refreshing source of information organized by journey stage. Leaders will be able to understand customers’ lives with a connection to customer behavior and growth, as well as to the data.
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.
ijgolding
JANUARY 12, 2016
Have you ever been in the situation where you received ‘a bill’, already feeling slightly sick at the thought of having to pay good money for an experience that failed to meet your expectations? It is unlikely that you have never faced the scenario where you paid for a product or service in the early stages of an experience, only to feel ‘short changed’ or ‘extremely disappointed’ by the time you decided to end the very same experience!
C3Centricity
JANUARY 15, 2016
Happy New Year to all C³Centricity Readers! First some exciting news for you. We are updating the Members area of our website, with a whole new look and feel. There will also be more content with a great new series of webinars to watch, and new templates, presentations, case studies and videos for you to review and [.]. The post Best Marketing Quotes of 2015 & their Implications for Your Business appeared first on C3Centricity.
InMoment XI
JANUARY 14, 2016
Almost everyday there is news of another data breach costing businesses millions in revenue. Included in these breaches are large numbers of accounts and records containing sensitive information. Information Security is now a vital component of any successful business strategy. We had the opportunity to talk to Trenton Bond, the director of information security at.
Kerry Bodine
JANUARY 13, 2016
I’m often asked about customer experience conferences: What’s out there? Where am I speaking ? Which conferences would I recommend? I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals.
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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?
Customer Bliss
JANUARY 12, 2016
A customer listening path unites leaders and the organization in understanding experiences that impact customer growth or loss. When you focus on listening to your customer by using your “one-company” listening path method ( CX competency 3 ), you are able to utilize feedback and tell the story of how your customers experience your business.
Steve DiGioia
JANUARY 11, 2016
are your employees your Facebook friends, or foes? This original article was written by Steve DiGioia. Have you ever thought how much damage one employee can do to your business? Should they be banned from posting on Facebook? If you don’t believe so read on, you may change your mind. I have always prided myself with having a department staffed with positive and engaged employees even though the hospitality industry is one full of many challenges.
InMoment XI
JANUARY 14, 2016
Almost everyday there is news of another data breach costing businesses millions in revenue. Included in these breaches are large numbers of accounts and records containing sensitive information. Information Security is now a vital component of any successful business strategy. We had the opportunity to talk to Trenton Bond, the director of information security at.
Vonage
JANUARY 13, 2016
It’s the original queue message: “your call is important to us, please continue to hold and we will answer your call as soon as possible” It tells you that you are a valued customer and the contact centre you are calling is trying to get round to your call. Or does it? “Your call is important to us” has now become a cliché of all modern contact centres, with customers and Internet memes now agreeing that you shouldn’t just talk the talk, but walk the walk.
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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,
Michelli Experience
JANUARY 12, 2016
It’s an occupational hazard of keynoting, consulting, and writing about customer service that my friends and family feel compelled to share all of their customer service nightmare stories. I’m really not complaining. I merely mention this as a set-up to a story shared with me by my son. Before I get too far into my son’s story I have to offer a spoiler alert.
Kayako
JANUARY 14, 2016
Did you know that team size and tenure don’t make a difference in how much a customer support manager will be paid for their work? And, did you know that it takes an extra $10k per year for customer support professionals to go from satisfied to very satisfied? We immersed ourselves into the support community to find out some of the biggest burning pains and challenges of support workers in the industry.
InMoment XI
JANUARY 13, 2016
Savvy brands with strong e-commerce strategies, like REI, Toro, and Lowe’s, understand that delivering a better customer experience (CX) results in greater profitability. If you’re gearing up to take your business to the next level, you’ll need to enhance your CX from the ground up. Improvements to your website, customer service, and order fulfillment can turn casual browsers into loyal customers.
Customer Bliss
JANUARY 12, 2016
A customer listening path unites leaders and the organization in understanding experiences that impact customer growth or loss. When you focus on listening to your customer by using your “one-company” listening path method ( CX competency 3 ), you are able to utilize feedback and tell the story of how your customers experience your business.
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.
CX Journey
JANUARY 15, 2016
Image courtesy of Leo Reynolds A lot of elements comprise the employee experience. Many, ironically, start with the letter E. Last year, I wrote about some of the employee lingo that gets bandied about, often interchangeably - and, sadly, incorrectly so. For whatever reason, as I started writing today's post, I was reminded of that post. Regardless, the lingo I'm writing about today is more specific to what makes up the employee experience.
Comm100
JANUARY 14, 2016
If there is one thing that’s certain, it’s that modern consumers are much more tech-savvy than those from past generations. As technology continues to open new avenues for innovation and business transformation, so too will the shopping and buying habits of consumers. Consequently, as newer technologies enable more ease in performing business transactions, consumers will have higher expectations when it comes to customer service and sales support.
InMoment XI
JANUARY 13, 2016
Savvy brands with strong e-commerce strategies, like REI, Toro, and Lowe’s, understand that delivering a better customer experience (CX) results in greater profitability. If you’re gearing up to take your business to the next level, you’ll need to enhance your CX from the ground up. Improvements to your website, customer service, and order fulfillment can turn casual browsers into loyal customers.
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