Currency Alliance
JULY 24, 2018
Getting a passenger from A to B. Giving them somewhere to sleep. It seems so simple. But with so much riding on travel for your customer – the cost of bookings, the early-morning starts, the importance or the fun of their trip – it’s a sector primed like no other to stoke their rage when things go wrong. This was exemplified beautifully by Canadian folk musician Dave Carroll.
Heart of the Customer
JULY 25, 2018
Customers will never love a company until the employees love it first. – Simon Simek This quote reflects one of the biggest disconnects in customer experience – focusing only on the customer experience. It makes sense. Heck, that’s our name! Why wouldn’t we? But focusing only on the customer without regard to the employee experience […].
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Retently
JULY 25, 2018
Companies that provide poor customer service can lose up to $75 billion – all because their clients don’t get the satisfaction and experience they want, which is usually because no company department is assigned to manage this business aspect. Don’t worry, though – while customer experience management (CEM) can seem complex and tough to understand, we’ve got you covered with valuable insights from the experts themselves.
TechSee
JULY 24, 2018
Developing a customer centric culture in a large enterprise goes beyond addressing a customer by name in an automated email, or segmenting by interest; it is a holistic approach designed to focus on the consumer’s authentic needs. This approach enables the enterprise to engage him in a personal way, ensuring that his needs are met at every stage of the customer journey.
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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
JULY 24, 2018
Celebrate Good Times, Come on! It feels good to celebrate. It means that something was accomplished, or that there’s something worthy of being recognized. Whether it be a birthday, an anniversary, or new promotion, communicating achievements makes people feel important. But what about the world of CX? Is it possible that celebrations can produce measurable.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
CloudCherry
JULY 25, 2018
What better way is there to learn about delivering an amazing customer experience than examining how the best in the business do it? The MIT Technology Review: Getting To Iconic report is based on surveys conducted with over 550 business executives at global firms—including retail, IT, logistics, healthcare, IT, and more— in over 30 countries between May and July 2017.
Experience Matters
JULY 25, 2018
We’re always looking for ways to share interesting data and concepts, so we regularly publish parts of our content in infographics. In case you’ve missed any of them, here’s a collage of the infographics that we’ve already published this year. Here are the individual infographics: Six Laws of Customer Experience Mastering Customer Experience Metrics Building A Strong Voice of The Customer Program Online Training For a Customer-Centric Organization Humanize Customer Experi
AskNicely
JULY 26, 2018
Customer experience is one of the hottest trends in 2018 and NPS (Net Promoter Score) is a great way to measure CX. By now you’re either on the bandwagon or you’re lagging behind your competition. But if all you’re doing is sending out yearly surveys to your customer list, you’re missing out. Here are four ways to get more out of your NPS survey: 1.
QuestionPro Audience
JULY 27, 2018
Hear that? That’s the sound of moms across the country rejoicing and children crying. And that means it’s almost time for kiddos to head back to school after summer vacation. But heading back to school isn’t as easy as waving goodbye as the kids board the school bus. Supplies, clothing, electronics…there is a lot of money that will be spent before September.
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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.
GetFeedback
JULY 25, 2018
Looking at customer experience (CX) and churn in the SaaS environment from a high level, there’s one theme that stands out from the mix: The fact that we live in what’s called a “switching economy.”. The term, coined by economists, describes a current trend impacting switching brands because of dissatisfaction with their experience. It can be a major driver of customer churn—and it’s already creating an incredible economic deficit in the US.
Customer Bliss
JULY 24, 2018
It’s no secret – caring is a fundamental human need that triggers positive feelings. And a recent study reveals that patterns in human brain activity associated with empathy and caring are also associated with value and reward. Caring was found to inspire helpful behaviors, which seems logical — and foundational. The “Golden Rule” idea actually underscores our entire human experience.
Experience Matters
JULY 23, 2018
We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2018. Here’s the executive summary of this annual review of employee engagement activities, competencies, and maturity levels for large companies: To understand how companies are engaging their employees, we surveyed 178 large companies and compared their responses with similar studies we’ve conducted in previous years.
QuestionPro Audience
JULY 26, 2018
Creativity is indispensable to branding and any marketing strategy in general. It was Albert Einstein who famously said, “Imagination is more important than knowledge.”. The problem is when creative departments overlook “knowledge” in their initiatives. In reality, data-driven creativity bolsters customer activation, whether it’s a radio ad or an email campaign.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
GetFeedback
JULY 25, 2018
By delivering one consistent support experience across support channels, companies can differentiate and succeed. Learn why omnichannel support is the way.
ijgolding
JULY 24, 2018
Machine learning has in?ltrated our daily lives in a myriad of ways. Often, these machine learning predictions happen in the background and we rarely notice them. But what about at your place of employment? Has machine learning made you better at your job? Has it helped you better understand your customers? Has a newly installed algorithm allowed you to deliver a better product or service?
C3Centricity
JULY 26, 2018
Every winter, the media is full of stories of record snowfalls somewhere in the world, whether in the US, Europe or in the Far East. Despite all the sophisticated technologies at our disposition, we just never seem to be prepared. So what are the success factors of readiness? Remember winter storm Juno in the USA in 2015? It dropped a couple of feet of snow on the Eastern coastline of North America.
Kristina Evey
JULY 24, 2018
Shownotes… Unless we understand empathy, it’s expression will always seem as “a mask” and not genuine. Lifeless, automated, and robotic responses kill the Customer Experience. Empathy drives connection in relationships. Empathy is the art of understanding and acknowledging a customer’s feelings and needs before trying to find a solution that meets them.
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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?
GetFeedback
JULY 23, 2018
Here’s a look at how progressive profiling can help businesses personalize their marketing and better connect with their buyers.
ijgolding
JULY 24, 2018
‘Culture by design’, a white paper by Pelorus Jack and prominent academics from Cranfield School of Management , explores how to connect organisations with their customers to create a consistent, world-class customer experience that leads to sustained commercial success. They draw on years of proven operational expertise and the know-how of The Walt Disney Company, whose transferable methodology, established over 60 years ago, forms the heart of its global success.
IntouchInsight
JULY 23, 2018
Learn about how one of our top customers is always improving customer experience at their locations with mystery shopping and customer satisfaction surveys.
Kristina Evey
JULY 23, 2018
Episode 010 – The Last Impression of CX Counts More Than You Realize – Shownotes… You never get a second chance to make a first impression. The last impression needs as much focus as every other point in the customer journey. The last impression of their last interaction stays with them until the next time they contact you or someone from your company works with them.
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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,
GetFeedback
JULY 23, 2018
Learn how to engage your prospects and improve your customer experience through an omni-channel customer journey map.
Steve DiGioia
JULY 23, 2018
…talk about a poor customer experience! This original article was written by Steve DiGioia. The Wall Street Journal, in business since July 8, 1889, when their first issue was published, is the leader in a long line of online newspapers that have added a new word to our vocabulary; “paywall”. A paywall is a “method of restricting access to online content via a paid subscription as a way to increase revenue after years of decline in paid print readership and advertising revenue”, as cited by Wiki
Beyond Philosophy
JULY 26, 2018
Have you been to the Congo? If not, can you describe the weather? How about the vegetation? Now tell me why you thought that? Did you see a movie or read a book about the Congo? Did you travel to a nearby country and guess that the Congo was probably a similar experience? Did you or someone you know someone who went to the Congo? Now, to be clear, there isn’t a wrong answer here.
Customer Bliss
JULY 26, 2018
We know how difficult it can be to unite silos within your own organization; now imagine you had to unite silos across 17 different state agencies! That’s right, when your customers are the employees within a group of government agency partners, you’ve got a lot of work cut out for you. Today, we’ll hear from William Chumley , the Chief Customer Officer for the Governor’s Office of Information Technology for the state of Colorado.
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Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.
Michelli Experience
JULY 24, 2018
Leadership skills learned from a great leader. At a time in history when political leaders often polarize, I’ve been blessed to work with community and business leaders who unite, empower, and transform. A couple of weeks ago I made a point to have dinner with one of those leaders. His name is Johnny Yokoyama. It was a momentous week for Johnny with multiple causes for celebration!
CX Journey
JULY 25, 2018
Annette Franz, founder and CEO of CX Journey Inc., a boutique customer experience strategy consulting firm, has been accepted into the Forbes Coaches Council, an invitation-only community for leading business and career coaches. Annette joins other Forbes Coaches Council members, who are hand-selected, to become part of a curated network of successful peers and get access to a variety of exclusive benefits and resources, including the opportunity to submit thought leadership articles and short t
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