Our latest eBook is your guide to everything you need to know about hiring contact center agents. Agent Recruiting Call Center Agents Contact Center Outsourcing eBook Patty Isnor contact center agent customer service outsourcing recruiting agents MORE
Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. Customers Expect More Delivering omni-channel experiences has been a hot topic in the CX industry for a number of years. MORE
In this eBook we’ll provide an overview of the critical customer experience challenges faced by B to C organizations, along with best practice tips for improvement, and success stories drawn from our customer base. MORE
I’m thrilled to announce the publication of our latest FREE eBook: The 2017 Customer Experience Outlook. I hope you’ll find the ideas in this eBook both useful and inspiring for the year ahead. MORE
We put some quotes from our conversations into our first customer service ebook on the secrets of customer service excellence. Help.com Customer Service Ebook. Thoughts or questions about the ebook? The post The First Help.com Customer Service Ebook appeared first on Help.com Blog. We recently spoke with seven customer service leaders from HubSpot , Bonobos , Cater2.me , Volusion , Gazelle , Alert Logic , and Endurance about customer service. MORE
Download this new eBook today to get expert suggestions on where your attention and budget should be focused in 2016: The post It is 6 Times More Expensive to Win a New Customer than to Retain an Existing One appeared first on Parature. MORE
Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. MORE
I’m thrilled to announce the publication of a FREE eBook: The 2015 Customer Experience Outlook. This eBook is a collection of ideas from customer experience authors, designers, and industry leaders. I contributed an article about Intelligent Experiences: Where CX Meets Tech (page 28). You’ll also find articles from : B. Joseph Pine II & James H. Gilmore, Brandon […]. The post THE 2015 CUSTOMER EXPERIENCE OUTLOOK appeared first on Mike Wittenstein. MORE
That’s why we created this free eBook: 25 Tips for Amplifying Empathy. Download free eBook. The eBook discusses these tips from a wide variety of companies: The bottom line : Pick a few tips to replicate and amplify empathy in your organization. Happy CX Day 2014 ! MORE
Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. Using analysis techniques for CX programs allows data to be transformed into information and knowledge. MORE
So when he recently published an ebook entitled Culture Of Yes: Practices And Principles Of Great Hospitality , I was all over it. And while this ebook is focused on those who are in the hospitality industry, I am sure that customer service professionals in any industry will benefit. MORE
Those are just some of the questions addressed in an eBook I wrote - and GMC Software released - about six weeks ago. If you've seen the eBook, you'll know that I also interviewed five global CCOs to get insights into how they landed their roles, their key challenges and how they overcame them, and advice for current and future CX executives. Image courtesy of GMC Who needs a customer experience executive? What does this person do? MORE
Customer experience (CX) has been a part of business, well, since the beginning of time. It’s only been the last decade that an entire industry has boomed around it. There couldn’t be a more exciting time to be in the CX field. It’s recently come out of its infant stages and not only are we. View Article MORE
5) Replacement or repair is, generally, a first stage that must be gone through before any refund is payable if someone downloads an ebook for example and then insists on refund for any reason. The Consumer Rights Act 2015 comes into force on the 1st October 2015. MORE
I’m thrilled to announce the publication of a FREE eBook: The 2015 Customer Experience Outlook. This eBook is a collection of ideas from customer experience authors, designers, and industry leaders. MORE
In honor of CX Day , Temkin Group is publishing a free eBook: 15 Tips for Engaging Employees. Here’s the executive summary: . It is impossible for an organization to deliver a great customer experience without an engaged workforce. MORE
Today, every data driven organization lives and breathes web analytics, from page views to bounce rates to time on site. However, the reality is that web analytics only tells half the story. It can tell you what happened but it can’t tell you why it happened. Digital Marketing MORE
Sprinklr ebook cover Feeling like you need some guidance with your CX Journey? I''m excited to share details about a new ebook for which I wrote a chapter. Not sure where to turn? The book was compiled by Sprinklr , and it''s aptly titled, The Survival Guide to Customer Experience. MORE
I recently co-authored an eBook with Justin Robbins for ICMI and Five9. ICMI’s Guide to Contact Center Metrics provides organizations with actionable insights to deliver improved efficiency and customer satisfaction by aligning strategic goals with contact center key performance indicators (KPIs). Download your copy here! Call Center Contact Center Customer Service Leadership Research/Statistics benchmarks Brad Cleveland efficiency Five9 ICMI leadership MORE
Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. As marketers and CX professionals, we care a lot about what our customers think. No opinion matters more than theirs. So, we often ask them for it. What did you think about this? MORE
Download the free ebook here. This post comes from chapter 8 of MaritzCX’s new book Customer Experience is Your Business. When I was growing up, a 50-cent, bottomless cup of coffee was the norm. MORE
Blog Canada Content Content Marketing Frank Reactions Podcast Internet Marketing Marketing Research Sales Shows Strategies Amazon blog book Brenda Collins business business strategy e-book e-marketing e-sales e-strategy ebook emarketing internet marketing interview make money online marketing online marketing online sales publishing sales sell on Amazon selling small business web sales MORE
Download the free ebook here. This post comes from chapter 16 of MaritzCX’s new book Customer Experience is Your Business. MORE
(Note: The following is part of a new eBook from ICMI on contact center metrics, which will be released in October. Check back for announcements on availability.) Executives of a business-to-business company that provides HR and payroll services met to discuss service strategy. MORE
Editor’s note: This is a chapter from the ebook Unlocking the Value of CX. You can download the entire ebook here. In today’s day and age, where companies and consumers impact the messaging of products and services (P&S), creating emotional connections is taking on more prominence. Studies indicate that positive emotions may have more of an impact. View Article MORE
Today, customers are in control. With the rapid adoption of technology, customers now know more about your products, services and reputation than you do, and their expectations are higher than ever. Customer Experience MORE
In our most recent eBook and How to Become a Customer Retention Champion infographic, we walked through best practices for retaining your customers and stopping churn. MORE
In this eBook we’ll provide an overview of the critical customer experience challenges faced by B to C organizations, along with best practice tips for improvement, and success stories drawn from our customer base. MORE
That’s why we’ve accumulated our most read posts and consolidated them into our Contact Center Buyer’s Guide, an eBook that will assist you in your quest for the right contact center outsourcer. The post [eBook] The 2016 Contact Center Buyer’s Guide appeared first on. MORE
In our eBook, The Definitive Guide to Monetized Net Promoter®, and our most recent infographic, we outlined the four steps to mastering the Monetized Net Promoter methodology. MORE
Ebooks. What’s great about ebooks is that they can be a collection of previous blog posts so they are extremely easy to publish. Here’s an example of how this would look, from the table of contents for a Kayako ebook: The Ultimate Guide to Communicating Product Feedback. MORE
As part of our CX Day celebration, we’re giving away this free eBook: 25 Tips For Tapping Into Customer Emotions. Here’s the executive summary: Emotions play an essential role in how people form judgments and make decisions. Consequently, a customer’s emotional response to an experience with a company has a significant impact on their loyalty to […]. MORE
Note: The following guest blog post from CX expert Jeanne Bliss first appeared as a preface in The Enterprise Guide to Customer Experience , an ebook authored by Tyler Douglas, chief sales and marketing officer at Vision Critical. MORE
eBooks] Measuring and Acting on Customer Feedback with Monetized Net Promoter We’re thrilled to have released not one, but two eBooks […]. The post CustomerGauge Monthly: Monetized Net Promoter® eBooks, NPS® Benchmarks, and More appeared first on CustomerGauge. MORE
That’s why we’ve created this TCO ebook. Download our TCO ebook. Providing the best customer experience possible is at the top of every company’s priority list. Brands know that customers want personalized, proactive service that validates their purchase decision. MORE
Financial Services Research & CX Data banks ebooks Retail bankingThe retail banking industry is racked with challenges as consumers become more digitally demanding and less loyal. There’s also an influx in competition from financial-tech services, which has further disrupted. MORE
I recently finished writing an eBook for GMC Software titled Rise of the Customer Experience Executive: How CX Earned a Spot in the C-Suite. In the eBook, I go more in-depth on whether every company needs a CXO and answer other questions, including: What are the CXO's critical success factors? MORE
This is my forward to Guy Nirpaz’ s new eBook on customer success, Farm Don’t Hunt , available today on Amazon. The disciplines of marketing and sales have traditionally owned a controlling stake in building customer relationships. MORE
Sign up for updates below and you’ll get our free ebook to help you get started!). Receive exclusive content, updates, and our FREE Mission Statement ebook. To receive exclusive content, updates, and our FREE Mission Statement ebook, please enter your email address. MORE
Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. Forward Our understanding that there is a connection between employee satisfaction and customer satisfaction goes back at least to the Service Profit Chain Model. MORE
eBook Related Topics MaritzCX
MAY 9, 2017
Customer experience (CX) has been a part of business, well, since the beginning of time. It’s only been the last decade that an entire industry has boomed around it. There couldn’t be a more exciting time to be in the CX field. It’s recently come out of its infant stages and not only are we. View Article
Brad Cleveland
NOVEMBER 3, 2015
I recently co-authored an eBook with Justin Robbins for ICMI and Five9. ICMI’s Guide to Contact Center Metrics provides organizations with actionable insights to deliver improved efficiency and customer satisfaction by aligning strategic goals with contact center key performance indicators (KPIs). Download your copy here! Call Center Contact Center Customer Service Leadership Research/Statistics benchmarks Brad Cleveland efficiency Five9 ICMI leadership
Kerry Bodine
MARCH 21, 2016
This is my forward to Guy Nirpaz’ s new eBook on customer success, Farm Don’t Hunt , available today on Amazon. The disciplines of marketing and sales have traditionally owned a controlling stake in building customer relationships.
Experience Matters
OCTOBER 7, 2014
That’s why we created this free eBook: 25 Tips for Amplifying Empathy. Download free eBook. The eBook discusses these tips from a wide variety of companies: The bottom line : Pick a few tips to replicate and amplify empathy in your organization. Happy CX Day 2014 !
CustomerGauge
AUGUST 30, 2017
eBooks] Measuring and Acting on Customer Feedback with Monetized Net Promoter We’re thrilled to have released not one, but two eBooks […]. The post CustomerGauge Monthly: Monetized Net Promoter® eBooks, NPS® Benchmarks, and More appeared first on CustomerGauge.
Bill Quiseng
AUGUST 10, 2015
So when he recently published an ebook entitled Culture Of Yes: Practices And Principles Of Great Hospitality , I was all over it. And while this ebook is focused on those who are in the hospitality industry, I am sure that customer service professionals in any industry will benefit.
iPerceptions
OCTOBER 20, 2015
Today, every data driven organization lives and breathes web analytics, from page views to bounce rates to time on site. However, the reality is that web analytics only tells half the story. It can tell you what happened but it can’t tell you why it happened. Digital Marketing
Experience Matters
OCTOBER 5, 2016
As part of our CX Day celebration, we’re giving away this free eBook: 25 Tips For Tapping Into Customer Emotions. Here’s the executive summary: Emotions play an essential role in how people form judgments and make decisions. Consequently, a customer’s emotional response to an experience with a company has a significant impact on their loyalty to […].
MaritzCX
MAY 11, 2017
Editor’s note: This is a chapter from the ebook Unlocking the Value of CX. You can download the entire ebook here. In today’s day and age, where companies and consumers impact the messaging of products and services (P&S), creating emotional connections is taking on more prominence. Studies indicate that positive emotions may have more of an impact. View Article
Tricia Morris
MARCH 14, 2016
Download this new eBook today to get expert suggestions on where your attention and budget should be focused in 2016: The post It is 6 Times More Expensive to Win a New Customer than to Retain an Existing One appeared first on Parature.
MaritzCX
AUGUST 22, 2017
Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. Customers Expect More Delivering omni-channel experiences has been a hot topic in the CX industry for a number of years.
MaritzCX
AUGUST 10, 2017
Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. Forward Our understanding that there is a connection between employee satisfaction and customer satisfaction goes back at least to the Service Profit Chain Model.
MaritzCX
MAY 25, 2017
Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. Using analysis techniques for CX programs allows data to be transformed into information and knowledge.
MaritzCX
JULY 27, 2017
Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here.
Help.com
FEBRUARY 1, 2015
We put some quotes from our conversations into our first customer service ebook on the secrets of customer service excellence. Help.com Customer Service Ebook. Thoughts or questions about the ebook? The post The First Help.com Customer Service Ebook appeared first on Help.com Blog. We recently spoke with seven customer service leaders from HubSpot , Bonobos , Cater2.me , Volusion , Gazelle , Alert Logic , and Endurance about customer service.
ForeSee
MAY 9, 2017
Financial Services Research & CX Data banks ebooks Retail bankingThe retail banking industry is racked with challenges as consumers become more digitally demanding and less loyal. There’s also an influx in competition from financial-tech services, which has further disrupted.
MaritzCX
JUNE 8, 2017
Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. As marketers and CX professionals, we care a lot about what our customers think. No opinion matters more than theirs. So, we often ask them for it. What did you think about this?
Storyminers
JANUARY 22, 2015
I’m thrilled to announce the publication of a FREE eBook: The 2015 Customer Experience Outlook. This eBook is a collection of ideas from customer experience authors, designers, and industry leaders.
Confirmit
JULY 7, 2017
In this eBook we’ll provide an overview of the critical customer experience challenges faced by B to C organizations, along with best practice tips for improvement, and success stories drawn from our customer base.
Confirmit
JULY 7, 2017
In this eBook we’ll provide an overview of the critical customer experience challenges faced by B to C organizations, along with best practice tips for improvement, and success stories drawn from our customer base.
Helen Dewdney
SEPTEMBER 25, 2015
5) Replacement or repair is, generally, a first stage that must be gone through before any refund is payable if someone downloads an ebook for example and then insists on refund for any reason. The Consumer Rights Act 2015 comes into force on the 1st October 2015.
MaritzCX
JUNE 24, 2015
Download the free ebook here. This post comes from chapter 8 of MaritzCX’s new book Customer Experience is Your Business. When I was growing up, a 50-cent, bottomless cup of coffee was the norm.
CX Journey
MARCH 26, 2015
Sprinklr ebook cover Feeling like you need some guidance with your CX Journey? I''m excited to share details about a new ebook for which I wrote a chapter. Not sure where to turn? The book was compiled by Sprinklr , and it''s aptly titled, The Survival Guide to Customer Experience.
Kerry Bodine
JANUARY 17, 2017
I’m thrilled to announce the publication of our latest FREE eBook: The 2017 Customer Experience Outlook. I hope you’ll find the ideas in this eBook both useful and inspiring for the year ahead.
Tema Frank
JUNE 6, 2014
Blog Canada Content Content Marketing Frank Reactions Podcast Internet Marketing Marketing Research Sales Shows Strategies Amazon blog book Brenda Collins business business strategy e-book e-marketing e-sales e-strategy ebook emarketing internet marketing interview make money online marketing online marketing online sales publishing sales sell on Amazon selling small business web sales
Calabrio
JUNE 27, 2017
That’s why we’ve created this TCO ebook. Download our TCO ebook. Providing the best customer experience possible is at the top of every company’s priority list. Brands know that customers want personalized, proactive service that validates their purchase decision.
CX Journey
JUNE 7, 2017
I recently finished writing an eBook for GMC Software titled Rise of the Customer Experience Executive: How CX Earned a Spot in the C-Suite. In the eBook, I go more in-depth on whether every company needs a CXO and answer other questions, including: What are the CXO's critical success factors?
CX Journey
JULY 18, 2017
Those are just some of the questions addressed in an eBook I wrote - and GMC Software released - about six weeks ago. If you've seen the eBook, you'll know that I also interviewed five global CCOs to get insights into how they landed their roles, their key challenges and how they overcame them, and advice for current and future CX executives. Image courtesy of GMC Who needs a customer experience executive? What does this person do?
CustomerGauge
MARCH 6, 2017
In our most recent eBook and How to Become a Customer Retention Champion infographic, we walked through best practices for retaining your customers and stopping churn.
Kayako
OCTOBER 6, 2015
Ebooks. What’s great about ebooks is that they can be a collection of previous blog posts so they are extremely easy to publish. Here’s an example of how this would look, from the table of contents for a Kayako ebook: The Ultimate Guide to Communicating Product Feedback.
iPerceptions
APRIL 7, 2016
Today, customers are in control. With the rapid adoption of technology, customers now know more about your products, services and reputation than you do, and their expectations are higher than ever. Customer Experience
MaritzCX
JULY 2, 2015
Download the free ebook here. This post comes from chapter 16 of MaritzCX’s new book Customer Experience is Your Business.
360Connext
DECEMBER 17, 2014
Sign up for updates below and you’ll get our free ebook to help you get started!). Receive exclusive content, updates, and our FREE Mission Statement ebook. To receive exclusive content, updates, and our FREE Mission Statement ebook, please enter your email address.
Vision Critical
MAY 10, 2016
Note: The following guest blog post from CX expert Jeanne Bliss first appeared as a preface in The Enterprise Guide to Customer Experience , an ebook authored by Tyler Douglas, chief sales and marketing officer at Vision Critical.
CustomerGauge
JULY 18, 2017
In our eBook, The Definitive Guide to Monetized Net Promoter®, and our most recent infographic, we outlined the four steps to mastering the Monetized Net Promoter methodology.
Brad Cleveland
SEPTEMBER 22, 2015
(Note: The following is part of a new eBook from ICMI on contact center metrics, which will be released in October. Check back for announcements on availability.) Executives of a business-to-business company that provides HR and payroll services met to discuss service strategy.
Storyminers
JANUARY 22, 2015
I’m thrilled to announce the publication of a FREE eBook: The 2015 Customer Experience Outlook. This eBook is a collection of ideas from customer experience authors, designers, and industry leaders. I contributed an article about Intelligent Experiences: Where CX Meets Tech (page 28). You’ll also find articles from : B. Joseph Pine II & James H. Gilmore, Brandon […]. The post THE 2015 CUSTOMER EXPERIENCE OUTLOOK appeared first on Mike Wittenstein.
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