Natalie Petouhof

JULY 26, 2016

Here’s the results of the Walmart study on page load times and conversion rates: Businesses can keep arguing that customer experience doesn’t matter, it’s a touchy-feely construct or get it directly affects the bottom-line and start by designing and measuring customer experience performance management. [i] i] [link]. [i]

Handbook 40

Handbook Customer Experience Resources Customers 40

Storyminers

JULY 6, 2020

Thompson is also co-author of The Blueprint to CRM Success and author of the groundbreaking report “Customer Experience Management: A Winning Business Strategy for a Flat World.”. Jeremy has more than 19 years of experience as a customer service professional leading high performing teams in the contact center. Leslie O’Flahavan.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Thompson is also co-author of The Blueprint to CRM Success and author of the groundbreaking report “Customer Experience Management: A Winning Business Strategy for a Flat World.”. Jeremy has more than 19 years of experience as a customer service professional leading high performing teams in the contact center. Leslie O’Flahavan.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Comm100

NOVEMBER 14, 2017

While you probably thought that your days of studying and cramming for tests was over once you’d left college and university, to compete and stay current in today’s global economies, keeping your customer service professional development up to date is an absolute necessity. Author of The Service Culture Handbook.

Resources 109

Resources Customer Service Customer Service Training Course 109

SurveySensum

JULY 14, 2020

She is also a recognized Training Provider for the CCXP Exam, Author of 6 benchmarking studies and 3 handbooks, Professor at UC Santa Cruz Silicon Valley Extension, and serves on the CXPA Board of Directors. She is a trusted industry voice for guidance on emerging contact center channels and technologies.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Kayako

JANUARY 5, 2017

According to an American Express study , “Americans will spend 9% more with companies that provide excellent service.” In the customer service trends handbook published by Microsoft , “90% of consumers say they expect consistency and continuity from a brand across channels.”. Yet, the research findings show 56.6%

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95