Experience Matters

OCTOBER 2, 2018

To support this theme, over the past year we have conducted research and developed content – such as this eBook – specifically aimed at helping fellow CX professionals improve the world around us. In this eBook, Humanizing Customer Experience, you will learn about: The Six Key Traits Of Human Beings that are important to understand how people think, feel, and act. The post eBook: Humanizing Customer Experience appeared first on Customer Experience Matters®.

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eBook Customer Experience Groups Strategy 191

BlueOcean

OCTOBER 9, 2018

Grab your copy of our eBook to explore the following: Myth #1: Outsourcing Is About Cutting Costs, Not Adding Value. eBook] appeared first on.

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eBook Contact Center Culture Connections 153

Experience Matters

OCTOBER 6, 2015

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.

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eBook Tips Engagement Groups 282

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 !

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eBook

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 […].

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eBook Tips Loyalty Customer Connectedness 216

Experience Matters

OCTOBER 3, 2017

As part of our CX Day celebration, which this year is focussed on Elevating Purpose, we’re giving away this free eBook: 25 Tips For Becoming A More Purposeful Leader. This eBook contains these 25 easily adoptable tips from across the Five P’s of Purposeful Leadership. Best Practices CCXP1 Customer-Centric Culture eBook Executive leadership Purposeful Leadership

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BlueOcean

JUNE 29, 2016

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.

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eBook Contact Center Call Center How To 156

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.

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eBook Customer Success Customer Experience Airlines 170

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.

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eBook Metrics Customer Service How To 100

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

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eBook Data Marketing 107

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. General

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eBook Leadership Industry Customer Experience 200

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

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eBook Leadership Industry Customer Experience 200

Heart of the Customer

MARCH 1, 2018

I am very excited to announce that an eBook co-authored by Jim Tincher as well as fellow CX experts Kaan Ersun and Nicole Geosits is now available for download! The post FREE eBook: The Three E’s of a Game-Changing Customer Experience appeared first on Heart of the Customer. Whether you’re new to CX or are well-versed in the subject matter, I urge you to have a look. You can download it for free HERE. In […].

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eBook Customer Experience Customers 65

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.

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eBook B2C Consumers Return on Investment 52

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.

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eBook B2C Consumers Return on Investment 52

Confirmit

JUNE 4, 2018

In the Confirmit for B2B ebook, we’ll explore some of the ways Confirmit B2B Customers are maximizing their CX program ROI and provide best practice tips to show you how to leverage CX to drive business growth

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eBook B2B ROI Customer Experience 52

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.

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eBook Hospitality Hotels Culture 92

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

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eBook Technology Customer Experience Customers 62

BlueOcean

JUNE 13, 2017

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

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Contact Center eBook Brands Call Center 197

iPerceptions

APRIL 26, 2018

Voice of the Customer (VoC) provides you the ability to understand and anticipate your customers’ needs, wants, perceptions and preferences so you can better meet their ever-growing expectations. In the age of the Customer Experience (CX) , these insights are paramount to designing an online and offline experience that is superior to what your competitors are offering. Voice of the Customer

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eBook Customer Experience Meeting Customers 48

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

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eBook Contact Center Customer Satisfaction Metrics 24

Tema Frank

JUNE 6, 2014

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Marketing eBook Sales How To 151

BlueOcean

OCTOBER 31, 2017

Our latest eBook provides a look behind the scenes in HR and Workforce Management. Trusting an outsourced contact center with your brand takes more than a well-crafted RFP.

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Contact Center Management eBook Customer Experience 54

Customer Interactions

JULY 7, 2015

Customer service has come a long way since the 20th century, but maybe not long enough. Gone are the days of politely written letters from disappointed customers which only demanded polite replies and maybe a freebie thrown in to “keep the customer satisfied”. In the age of omni-channel customer experience, the torrent of customer demands can seem endless and the task of managing and effectively responding to customer needs looks almost impossible

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eBook Management Customer Service Customer Experience 28

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.

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Consumers eBook Advertising Retail 82

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.

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Customer Experience eBook Chief Customer Officer Consumers 74

SurveyGizmo

AUGUST 29, 2017

Customer Experience Uncategorized customer experience CX ebookThe following post is part of a series that will help inform readers about the importance of Customer Experience. The series will provide best practices and tactics for turning your customers into loyal advocates of your brand. I came across the term, “data-driven customer science” for the first time when I read it in an article that appears in the American Marketing Association.

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eBook Data Social Media Brands 54

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.

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Banking Retail Consumers Industry 52

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

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eBook Study Connections Consumers 200

MaritzCX

MARCH 8, 2018

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. Last summer my husband and I took our three girls to Walt Disney World. We visited along with approximately 48 million other people last year.

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eBook 260

MaritzCX

MARCH 8, 2018

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. Last summer my husband and I took our three girls to Walt Disney World. We visited along with approximately 48 million other people last year.

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eBook 260

MaritzCX

MARCH 6, 2018

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here.

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Communication Report Data eBook 260

MaritzCX

MARCH 6, 2018

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here.

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Communication Report Data eBook 260

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.

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eBook Customer Experience Customers 479

MaritzCX

FEBRUARY 8, 2018

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. As a customer-centric business, decisions should always be made based on customer benefit.

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Touchpoint Software Management eBook 260

MaritzCX

FEBRUARY 8, 2018

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. As a customer-centric business, decisions should always be made based on customer benefit.

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Touchpoint Software Management eBook 260

MaritzCX

JANUARY 16, 2018

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here.

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Healthcare eBook Loyalty Technology 260

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.

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eBook Analysis Data 312

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.

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eBook Customer Expectations Industry Customer Experience 283

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. General

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eBook Study Connections Consumers 200

MaritzCX

JUNE 1, 2018

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. Most organizations strive to ingrain in their employees a set of organizational values–behaviors and attitudes–that are the guiding principles for all employee actions.

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Tools eBook Brands Financial 260

MaritzCX

SEPTEMBER 29, 2017

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. Customer experience is the next competitive battle ground… because while features, functions, and materials are easy to replicate, experiences are not.

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