QuestionPro Audience

AUGUST 15, 2017

Data is the lifeblood of today’s digital businesses, and protecting it from theft, misuse, and abuse is the No. 1 responsibility of every data security professional. Hackers stealing customer data can erase millions in profits within weeks, stolen intellectual property can erase competitive advantage overnight, and unexpected privacy abuses can bring unwanted scrutiny and fines from regulators while inflicting reputational damage that can last months, even years.

Government 286

Government Data Competitive Advantage Resources 286

InMoment XI

AUGUST 17, 2017

Creating better executive alignment can skyrocket CX program ROI Is your company still struggling with getting executive buy-in for customer experience initiatives? If so, you’re not alone. Today, the customer experience (CX) has become the competitive battleground and differentiator for all businesses. By delivering a consistent, memorable experience, companies can create a competitive advantage that.

Competitive Advantage 227

Competitive Advantage ROI Customer Experience Company 227

Customer Bliss

AUGUST 15, 2017

Episode Overview. Annette Höher-Bäuerle went from being internal legal counsel at the Thomas Cook Group to leading all of Customer Experience globally. Her skills and long tenure with the company led her to use agile design thinking to prove and implement changes in the customer experience — to gain traction and drive real sustainable improvement.

Travel 204

Travel Industry Hotels Customer Journeys 204

Experience Matters

AUGUST 14, 2017

Temkin Group published the 2017 Temkin Online Ratings. Based on a study of 10,000 U.S consumers, the ratings benchmarks the online experience delivered by 282 companies across 20 industries. USAA took the top two spots for its banking and insurance businesses, and its credit card business tied for 4th. Advantage Rent-A-Car took third place and Amazon.com tied for 4th.

Insurance 189

Insurance Banking Online Experience Study 189

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Data

BlueOcean

AUGUST 15, 2017

The procurement process for seeking an outsourced contact center is naturally focused on the tangible functionalities, capacities, competencies and capabilities of a potential vendor. A buyer is looking for a partner who can deliver cost savings, improved profitability, and lower risk, not to mention exceptional customer service. These factors are essential, of course, but they do not represent the whole story.

Contact Center 0

Contact Center Customer Service Call Center Training 0

Customer Bliss

AUGUST 17, 2017

I don’t want to discuss my next book too much, as we’re currently doing some planning and development work around it, but — as you would probably guess — the theme is customer experience. We’re going to spend a lot of time in the next book discussing the pros and cons of specific experiences, both good and bad. You may see a company one day go through a total customer experience/PR flame-out (United Airlines is a recent example, or Volkswagen) and wonder to yourse

Airlines 191

Airlines Culture Innovation Interaction 191

Experience Matters

AUGUST 18, 2017

In previous research, we described how CX organizations will need to evolve towards a Federated CX Model, which is made up of three components shown below. An important component of this model is the existence of distributed CX skills. To gauge where companies are in this journey, we asked large companies about the degree to which CX skills are distributed across their organizations.

Analytics 185

Analytics Feedback Data Company 185

Uniphore

AUGUST 15, 2017

5 Technological Trends in the Call Center. What are the new technologies being deployed in the contact centers? Several key trends are currently dominating the landscape, and have already started to infiltrate the industry even well before this year. Read More.

Call Center 138

Call Center Trends Contact Center Technology 138

InMoment XI

AUGUST 15, 2017

In today’s world, receiving customer experience feedback surveys seems part of almost every transaction. From opening a bank account, taking out an insurance policy, to going on holiday and even buying groceries in the supermarket. There is no doubt that companies are seeing the value in collecting customer data. However, what is less certain is. View Article.

Measurement 200

Measurement Insurance Banking Policies 200

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Customers

ijgolding

AUGUST 13, 2017

Email marketing is the digital equivalent of direct-mail marketing and in spite of social media’s recent rise in the marketing and communications department , it continues to produce results. However, surveys have shown that certain businesses enjoy significantly higher click through and conversion rates with their emails than others. Obviously, they do things in a different way than their competitors, but what exactly is it that they do differently?

Communication 123

Communication How To B2B Customer Centricity 123

Experience Matters

AUGUST 16, 2017

We recently introduced the CX Institute, which provides online training that creates a customer-centric mindset in employees across an organization. The CX Institute currently offers two eLearning modules, which can be deployed across a company or purchased individually: Customer Experience Foundations and Creating A Customer-Centric Culture. We just created these teaser videos to provide a sense of what’s in each course… eLearning Module: Customer Experience Foundations This interac

Customer Centricity 136

Customer Centricity Course Video Culture 136

CX Journey

AUGUST 16, 2017

Image courtesy of Got Credit ROI is still our favorite "three-letter word." Nothing wrong with that! It's been a year or more since I've written about the ROI of customer experience. Always good to revisit this topic because it is such a hot one for customer experience professionals. Executives want to see hard numbers about any investments they make.

Customer Experience 142

Customer Experience ROI Comparison Airlines 142

InMoment XI

AUGUST 15, 2017

In today’s world, receiving customer experience feedback surveys seems part of almost every transaction. From opening a bank account, taking out an insurance policy, to going on holiday and even buying groceries in the supermarket. There is no doubt that companies are seeing the value in collecting customer data. However, what is less certain is.

Measurement 200

Measurement Insurance Banking Policies 200

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Communication

Beyond Philosophy

AUGUST 16, 2017

How committed are you to your present employer? Are you wild about what you do or simply content in your position? Do you hate your job or are you ambivalent? It’s an important set of questions to consider. How you feel about where you work has a lot of influence on the job you are doing there. This concept becomes even more crucial when you become a manager and assess your team—especially as it pertains to how they work with or on behalf of customers.

Consulting 140

Consulting Employee Engagement Engagement Communication 140

SuiteCX

AUGUST 18, 2017

In order to improve customer engagement, the organization needs to understand the customer needs and work together as a team to support the changes necessary to deliver new solutions. The customer’s expectations have risen to learning what to focus on and how to invest your resources is critical to success. We all tout the importance of customer engagement but 49% of organizations haven’t even started on the journey.

Culture 113

Culture Customer Engagement Engagement Innovation 113

Michelli Experience

AUGUST 17, 2017

__. Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Follow on Twitter: @josephmichelli. The post {Infographic} Guilt or Greatness? appeared first on Joseph Michelli.

Infographics 113

Infographics Consulting Customer Experience Company 113

Who's Your Gladys?

AUGUST 16, 2017

People who work in Customer Operations know of the “Alphabet Soup” of customer service performance metrics. In one expert's opinion, there's really only one that counts. The post KPI Alphabet Soup: The Most Important Customer Service Performance Metric appeared first on Who's Your Gladys?

Metrics 100

Metrics Customer Service Customers Call Center 100

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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 Experience

Beyond Philosophy

AUGUST 14, 2017

Years ago, I endured a long layover at the Detroit airport. It was cramped, noisy, outdated and humid. I vowed never to fly through Detroit if I could possibly avoid it. However, I passed through the Motor City’s airport more recently and what a difference a new terminal can make. The gleaming space is light and airy, with a bright red tram whisking passengers from one end to the other like something out of a sci-fi movie.

Airlines 0

Airlines Travel Consulting Retail 0

SuiteCX

AUGUST 18, 2017

In order to improve customer engagement, the organization needs to understand the customer needs and work together as a team to support the changes necessary to deliver new solutions. The customer’s expectations have risen to learning what to focus on and how to invest your resources is critical to success. We all tout the importance of customer engagement but 49% of organizations haven’t even started on the journey.

Culture 100

Culture Customer Engagement Engagement Innovation 100

Michelli Experience

AUGUST 15, 2017

When I was a kid, one of my mother’s favorite “mom-isms” was… tell me who you run around with and I will tell you what you are. Like many of my mom’s seemingly esoteric pearls of wisdom, that phrase was probably lost on me in my youth. Today, however, I understand the power of associations – not only in the context of one’s personal brand but for corporate brand health as well.

Social Media 113

Social Media Consulting Brands Customers 113

Customers That Stick

AUGUST 14, 2017

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

Customer Service 107

Customer Service Customers Customer Service Training Training 107

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

Heart of the Customer

AUGUST 16, 2017

There’s something that always bugged me about how people present their customer scores – whether satisfaction, NPS, Customer Effort, or anything else. There are really two primary approaches to this reporting: Give an average (4.65 out of 5, for example) Give the % of top box (5 out of 5, 9 or 10 out of […]. The post Customers + Bad Math = Worse Strategy appeared first on Heart of the Customer.

Strategy 87

Strategy Effort Score NPS Customers 87

Promoter.io

AUGUST 17, 2017

If you have not yet had the pleasure of ordering and receiving custom printed stickers from Sticker Mule, you’re absolutely missing out. I say “pleasure”, because there is no better way to describe the complete start-to-finish customer experience that the folks over at Sticker Mule have created. It doesn’t feel like a purchase, it feels […]. The post How Sticker Mule Became a World Class Company appeared first on Promoter.io Blog.

Company 95

Company Case Study Customer Experience Study 95

Wired and Dangerous

AUGUST 14, 2017

We laugh at the inevitable outcome. The Road Runner is the epitome of confidence—power at warp speed. He doesn’t just escape; escape implies the threat of capture, and the Road Runner never seems seriously concerned. He emerges…victorious, again. The cartoon metaphor contains powerful lessons relevant for enterprises seeking marketplace victories.

Resources 79

Resources Customer Expectations Customers Customer Experience 79

Customers That Stick

AUGUST 16, 2017

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

Customer Service 0

Customer Service Customers Video 0

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Tips

Amity

AUGUST 14, 2017

If you are a Customer Success Manager, you already know that ensuring the success of your clients is one of your key objectives. There are many ways one can go about achieving that success. You reach out to your client frequently, discuss current issues, and follow up on their concerns, you even invest the time to train your client. However, there comes a time when all of this is not enough and your customer doesn’t collaborate with you enough in order to achieve their desired outcomes.

Customer Success 85

Customer Success Effort Score Tools Customers 85

ShepHyken

AUGUST 16, 2017

I’ll never forget having dinner with my close friends, Kim Tucci and the late John Ferrara, more than 30 years ago, at a fancy restaurant in Phoenix, Arizona. John’s twelve-year-old son, Ben, was also with us. The server came over to tell us about the specials and take our order. One of the specials was a seafood dish. Kim asked, “Is the fish fresh?”.

Training 83

Training Customer Service Training How To Loyalty 83

Influitive

AUGUST 15, 2017

Hi! I’m Victoria LaPlante, Influitive’s new Senior Customer Advocacy Marketing Manager. If you’re an Influitive VIP member, you’ve already met me in our AdvocateHub. I look forward to getting to know you and helping you reach your advocacy program goals. Today, I’d like to share how I discovered the power of advocacy when I led.

Brands 86

Brands Marketing Management ROI 86