InMoment XI
AUGUST 18, 2016
Recently, a large auto OEM uncovered data strongly suggesting that their competitors were outselling them with women. Of course, the first move of any auto OEM is to make changes in their advertising and marketing. But what about the disconnect occuring at the auto retail level…the CX level? That’s a real challenge, because OEMs have.
Alida
AUGUST 16, 2016
Online communities have become a necessity in today’s business world. To appreciate just how dominant they have become, consider these stats: According to Forrester Research’s 2015 Customer Lifecycle Journey report, 81 percent of companies now have community-type support channels—a steep increase from 2012’s 67 percent figure. The 2015 edition of the GreenBook Research Industry Trends report shows that 50 percent of market researchers now use online communities.
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Experience Matters
AUGUST 17, 2016
We study 100’s of companies that use Net Promoter® Score (NPS®) and work with dozens of others that are in different stages of NPS deployment. We also publish one of the most comprehensive annual NPS benchmark studies. This gives us a unique view on how organizations use this popular customer experience metric. Every year or so, after […].
Vonage
AUGUST 15, 2016
A customer’s experience lives long beyond the purchase. Customers experience several touch-points with your company after the sale – from checking information on the website, viewing ads, reading articles, comparing brand experiences with peers, friends or influencers to contacting customer service. So, how well are we managing this 360-degree experience?
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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
AUGUST 15, 2016
The concept of improving customer experience is not a new one, but it is certainly gaining more popularity, as every business is looking for more and more effective ways to improve their operations, which will eventually increase their revenue. In the early days of the Internet era, for a business to follow modern trends, it.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Experience Investigators by 360Connext
AUGUST 18, 2016
What if the future of mobile has nothing to do with the phone in your hand? While “Mobile First” has been the mantra for at least the last few years for most smart companies, it’s really only taking off now. And now it’s almost too late. After attending several sessions, keynotes and panels at the […]. The post Mobile Innovation Is Not About Your Phone!
Customer Bliss
AUGUST 18, 2016
I had the pleasure of being on The Marketing Book Podcast a few weeks back ; a great book review show produced by Douglas Burdett of Artillery Marketing out of Norfolk, Virginia. (be sure to check out his podcast!). In this interview, we mostly walked through Chief Customer Officer 2.0 , although we touch on some of my other books. Here’s the take from the host: Think about it.
InMoment XI
AUGUST 18, 2016
Recently, a large auto OEM uncovered data strongly suggesting that their competitors were outselling them with women. Of course, the first move of any auto OEM is to make changes in their advertising and marketing. But what about the disconnect occuring at the auto retail level…the CX level? That’s a real challenge, because OEMs have. View Article.
GetFeedback
AUGUST 15, 2016
Good data starts with good surveys. These 4 tactics help boost your survey response rates, yielding better customer insights one question at a time.
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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.
Michelli Experience
AUGUST 17, 2016
Ok, I admit the issue of employee versus customer primacy falls into the category of unanswerable debates such as which came first the chicken or the egg. That said, many leaders continue to articulate a mantra that either the customer or the employee “comes first.”. While I personally like to side-step this looping debate by suggesting that “all business is personal,” and that personal connections must be formed with the people we call employees in order for those people to profit and serve o
ijgolding
AUGUST 16, 2016
Since I have been writing, summer holidays have been a regular feature in my posts. As someone who tends to use his own experiences to bring the principles of Customer Experience to life, this is not surprising! The following are my five favourite articles to date: ‘We only want one room!’ Will your summer holiday experiences create the right memories?
InMoment XI
AUGUST 18, 2016
Recently, a large auto OEM uncovered data strongly suggesting that their competitors were outselling them with women. Of course, the first move of any auto OEM is to make changes in their advertising and marketing. But what about the disconnect occuring at the auto retail level…the CX level? That’s a real challenge, because OEMs have.
Kayako
AUGUST 18, 2016
Before you begin searching for the perfect candidates for an open position in customer service, it helps to do some reflection. That is, you need to sit down and clearly define the roles and responsibilities of a job by writing a job description. A good customer service job description—one that will get you qualified matches—accomplishes the following: Describes what the job entails.
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.
NICE inContact
AUGUST 16, 2016
While preparing this blog, I kept thinking about Millennials. Everyone’s talking about them. They’re the driving force behind customer experience transformation because they have been raised with a digital sensibility. My first Millennial had a mobile phone by the age of 12 and a smartphone at 16, and that was a few years ago. My second got her first smartphone even earlier, at 14.
BlueOcean
AUGUST 15, 2016
A GPS unit that provides a general sense of direction based on landmarks (“turn left at the train station, head South after the statue of the town mascot”) could feasibly get you from point A to point B. But if you want to cut the confusion, speed up your journey and create an overall less stressful experience for both you and your passengers, you want a smarter GPS unit.
InMoment XI
AUGUST 15, 2016
The concept of improving customer experience is not a new one, but it is certainly gaining more popularity, as every business is looking for more and more effective ways to improve their operations, which will eventually increase their revenue. In the early days of the Internet era, for a business to follow modern trends, it. View Article.
Steve DiGioia
AUGUST 15, 2016
But have no fear, you can learn it too! This original article was written by Steve DiGioia. Ever have a customer come into your business and later ask you about where they can find something at a neighboring business? Do you say “ I don’t know, I’m not from around here? ” Not exactly anticipatory service, huh? Here’s the scenario: While waiting in line at a major department store, I overheard the woman in front of me mention that it was her wedding anniversary next week.
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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
AUGUST 16, 2016
Episode Overview. Continuing to explore customer experience leadership in many different sectors of business, my podcast today is with Dave Nelson, the Chief Customer Officer at Armstrong Relocation & Companies, a very large family-owned business that provides moving and relocation services as the agency for a national moving company brand. In our conversation, Dave and I discussed how he leads customer experience in a family-owned business, and as an agency to a larger corporate entity.
CX Journey
AUGUST 16, 2016
Image courtesy of 12:51_photography Are your company executives lean leaders? Last month, I wrote about the concept of lean management and what that means not only for your company but also for your customers. If company leadership wants to transform the culture of the organization and become a lean company, they've first got to understand what comprises lean leadership.
InMoment XI
AUGUST 15, 2016
The concept of improving customer experience is not a new one, but it is certainly gaining more popularity, as every business is looking for more and more effective ways to improve their operations, which will eventually increase their revenue. In the early days of the Internet era, for a business to follow modern trends, it.
Michel Falcon Experience
AUGUST 17, 2016
Whether you went to business management school, or learned how to manage employees in a non-traditional way, you know this: positive reinforcement works! Doing so will, more often than not, increase employee engagement. The Workplace Research Foundation says that highly engaged employees are 38% more likely to have above-average productivity. Employee engagement software company, 15five, recently published a blog post covering some very interesting employee engagement trends for 2016.
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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,
Customers That Stick
AUGUST 15, 2016
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CX Journey
AUGUST 18, 2016
Image courtesy of Unsplash Today I'm pleased to share a guest post by Stamos Kanellakis. In the late 20th century, marketers began to make products and services available through digital channels. Today, product portfolios have morphed into feature-rich apps. Customer expectations, swayed by the latest digital innovations, have put stress on traditional models and have prompted companies to transform their businesses to deliver better customer experiences.
Beyond Philosophy
AUGUST 15, 2016
Who in marketing doesn’t like a promotion? Promotions produce profit. They are designed to give customers an improved experience, even if it is only “while supplies last.” They get customer’s attention. They keep your brand in their mind and influence their buying decisions. Summer is a popular time for seasonal promotions. But what makes a successful seasonal promotion and how can you incorporate your Customer Experience goals into them?
ShepHyken
AUGUST 16, 2016
Ted Rubin Reveals Tips on How to Build Customer Trust and Get a Return on Relationship (RonR). Shep Hyken speaks with brand evangelist, social marketing strategist, and keynote speaker, Ted Rubin about branding, customer service, customer experience and, most important, building trust (with both employees and customers). Ted is one of the most influential CMO’s followed on social media and he provides us with great tips and ideas to help strengthen your “Return on Relationships” (#RonR).
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.
Customers That Stick
AUGUST 18, 2016
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.
Experience Matters
AUGUST 16, 2016
Filed under: Customer experience.
Beyond Philosophy
AUGUST 17, 2016
I was intrigued by Arianna Huffington’s announcement last week that she is leaving the Huffington Post to concentrate on her new health and wellness startup. Her new company, Thrive Global, is a corporate and consumer platform aimed at reducing stress, exhaustion and burnout and putting an end to the idea that burnout is a necessary price of success.
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