InMoment XI
MARCH 12, 2014
I recently spoke with a senior compliance officer at a top tier bank who raised concerns over how best to proactively monitor, measure and report insights on the sales process across his branch network in light of recent audit findings. Bankers face hefty fines to ensure their customers understand terms, conditions, fees and sometimes complicated. View Article.
Win the Customer
MARCH 10, 2014
'With the growing number of channels by which customers can now contact businesses, call centers must adapt their strategy and structure to leave room for coordination, collaboration, and enhance the customer experience.
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Service Untitled
MARCH 10, 2014
'With happy customers comes repeat business, referrals, and of course loyalty; all adding to a customer oriented culture that ultimately places an organization as being more popular and valuable. The customer-centric legend, Zappos, an e-retailer with a unique approach to selling shoes and a variety of other merchandise, focuses its culture on pleasing the customer at a personal service level.
Doug Leather
MARCH 11, 2014
'What company doesn’t want to be customer-centric? It’s highly unlikely that any executive wakes up in the morning and makes a statement along the lines of – “Customer-Centricity is not important to us and we shouldn’t consider it!”. That said, to move beyond the lip-service that is so evident around this topic/set of capabilities requires both courage and a commitment to a transformational journey.
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.
InMoment XI
MARCH 12, 2014
I recently spoke with a senior compliance officer at a top tier bank who raised concerns over how best to proactively monitor, measure and report insights on the sales process across his branch network in light of recent audit findings. Bankers face hefty fines to ensure their customers understand terms, conditions, fees and sometimes complicated.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Service Untitled
MARCH 14, 2014
'Facebook gives organizations the opportunity to “WOW” customers with their human and approachable touch so important to building business, loyalty, and the development of a company’s brand. With over one billion active users, why not use Mark Zuckerberg’s brilliant social platform to help to build an audience, engage them in interesting conversation about one’s product or service, and then have the opportunity to convert visitors into more customers?
Touchpoint Dashboard
MARCH 11, 2014
'Today, customer experience is at the forefront of company strategy across industries worldwide. Customer journey mapping is universally seen as an ideal starting point to understand your business from your customer’s perspective, collect voice of the customer and other evidence, and put it all in one place.
InMoment XI
MARCH 12, 2014
I recently spoke with a senior compliance officer at a top tier bank who raised concerns over how best to proactively monitor, measure and report insights on the sales process across his branch network in light of recent audit findings. Bankers face hefty fines to ensure their customers understand terms, conditions, fees and sometimes complicated.
Win the Customer
MARCH 11, 2014
'One of the most valuable assets a company owns is its employees, and ensuring their happiness can be one of the most challenging aspects facing any business.
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Smith+co CX
MARCH 10, 2014
'THE INTERNET OF THINGS enabling your fridge to talk to your kettle to talk to your spouse MOBILE EXPERIENCE which allows consumers to do everything on the move and may well help to solve the obesity crisis if only people can develop skinny fingers PREDICTIVE ANALYSIS means brands know what customers are going to do before they know it themselves (scary!
Amity
MARCH 13, 2014
Software development aims to be a process, like building a bridge. First lay the foundation, then raise the supports, etc. Unlike building a bridge, however, there are no fixed goals by which to judge the product complete. Similarly, there are few fixed reusable components from which to build a new software bridge; we don’t have steel I-beams or specific recipes for concrete.
Customer Interactions
MARCH 13, 2014
'Transit passengers have simple expectations. They want to arrive at their destinations on time and safely. But given everything that can go wrong, delivering consistently high levels of service can be complicated. Service can be impacted by everything from signal failures and adverse weather conditions to mechanical failures, collisions, derailments, and even acts of terrorism.
Win the Customer
MARCH 13, 2014
'With software companies providing innovative solutions to enable smarter decision-making and more efficient resource allocation, a truly lean enterprise is within reach that leaves more time and resources to take care of customers.
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Amity
MARCH 12, 2014
In a sobering post this week, Jason Lemkin asked if 5X is the new 2X? According to Lemkin, 500% growth is what it takes to be considered a hot SaaS startup today. If you want the best investors, the best talent and the best partners, you need to put some very impressive numbers on the board every quarter. Oh, and you have to achieve these targets while segmenting and driving down the Cost of Customer Acquisition (CAC) at the same time.
PeopleMetrics
MARCH 11, 2014
'So, last week I woke up to $867.35 missing from my bank account. $138.63 spent at a gas station in Spain. I don’t own a car. And I’m not in Spain. $73.65 on cigarettes in Texas. I don’t smoke either, and I’m definitely not in Texas. I fished my phone out of my purse and frantically called Simple’s customer service line while racing towards the morning bus.
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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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