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
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
Download the free ebook here. This post comes from chapter 16 of MaritzCX’s new book Customer Experience is Your Business. MORE
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 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
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
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. 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
In this eBook, we’ll provide an overview of the problems many companies face and show you how Confirmit’s Voice of the Customer programs are the solution to your business needs. Customers are the heart and soul of every organization. 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
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
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
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
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
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 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
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. 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
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. 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
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. 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
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 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
Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. MORE
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 […]. MORE
Learn 28 strategies for improving your company’s customer experience today by reading my free ebook. Ready to start learning right away? Download it for free by clicking here.Disclaimer: Just a heads up. This is a 2,500 word article with statistics, best practices, and tangible learning. 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
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
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
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 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.
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.
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.
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 […].
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.
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 […].
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.
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 !
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
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
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
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
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
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
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
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.
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.
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
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.
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.
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
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.
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
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.
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.
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.
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
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
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.
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
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.
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
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.
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.
Michel Falcon Experience
JULY 17, 2015
Learn 28 strategies for improving your company’s customer experience today by reading my free ebook. Ready to start learning right away? Download it for free by clicking here.Disclaimer: Just a heads up. This is a 2,500 word article with statistics, best practices, and tangible learning.
Confirmit
MAY 15, 2018
In this eBook, we’ll provide an overview of the problems many companies face and show you how Confirmit’s Voice of the Customer programs are the solution to your business needs. Customers are the heart and soul of every organization.
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.
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.
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?
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.
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