Customer Bliss
APRIL 5, 2016
When working with companies on developing customer-focused growth cultures, I often get asked about this idea of a company core values list. It seems that every company has a core values list, but oftentimes the words used are similar — and they can be words that mean many different things to different people. Does a company core values list even matter, then?
ijgolding
APRIL 5, 2016
A few days ago I published an interview I recently conducted with a company called ReachForce. The very first question they asked me was “How did you become so passionate about customer experience management?” It is a question that I do not recall ever being asked before. My response was as follows: In reality, I think I must have been born with a passion for CX!
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Experience Matters
APRIL 5, 2016
Every day, analysts find a myriad of insights that could provide significant value for their organizations. Unfortunately, many (very possibly most) of them are ignored. What’s getting in the way? In a recent webinar for Clarabridge, I discussed five customer analytics mistakes to avoid. One of the mistakes is “Forgetting to be relevant.” Rather than trying to replicate my entertaining banter, […].
Calabrio
APRIL 5, 2016
Many of us rely on GPS navigation while driving to avoid getting lost on our way to a destination. However, a good GPS isn’t static; it will offer up alternate routes depending on things like traffic and road closures. Essentially, it knows that there is never just one way to get somewhere and it adjusts its strategy accordingly. In the same way, customers choose to use different channels to meet specific needs they have (conflict avoidance, convenience, speed/immediacy, etc.), just like GPS sys
Advertisement
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.
Experience Matters
APRIL 5, 2016
Congratulations! Temkin Group announces the winners the 2016 Customer Experience Vendor Excellence Awards: MaritzCX, Medallia, Potentiate, Rant & Rave, and Walker Information. Here are descriptions of the winners from their applications (unedited): MaritzCX: MaritzCX provides software and services that help organizations see, sense and act on the experiences and desires of every customer to increase retention, conversion and lifetime value.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
CX Journey
APRIL 5, 2016
How well do you know and understand your customers' expectations? And why are they important? Merriam-Webster defines an expectation as a belief that something will happen or is likely to happen. But where do those beliefs, those expectations come from? There are a variety of ways that customer expectations are formed: brand promise marketing and advertising stated outright, e.g., we do X previous experience word of mouth or reviews and feedback from other customers from within ourselves, our ow
iPerceptions
APRIL 5, 2016
s we As we head into Spring, brand leaders should take a moment to reflect on some of the fascinating customer experience insights that emerged last month. Here's a glance at some of the most influential customer experience findings from the month of March, and some suggestions for how brands can make the most of the emerging trends.
Think Customers
APRIL 5, 2016
More flights are arriving on time while airlines are losing fewer bags and fewer passengers are getting bumped from flights. Yet customer complaints are at their highest levels since 2001, according to the 2016 Airline Quality Rating report. The report, released on April 4, found that while the percentage of flights that arrived on time in 2015 rose from 76.2 percent in 2014 to 79.9 percent last year, customers were most frustrated with problem flights, including cancellations and delays.
Customer Enthusiast
APRIL 5, 2016
My customer service philosophy is predicated on the truth that exceptional customer service is always voluntary. Employees don’t have to deliver it, and most don’t. But what do employees have to do? They have to execute mandatory, assigned job functions (duties & tasks associate with their job roles). Employees must possess adequate job knowledge and demonstrate sufficient job skills in order to reliably execute a series of assigned transactions.
Advertisement
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.
Eptica
APRIL 5, 2016
Date: Wednesday, April 6, 2016 Where are the UK’s Chief Customer Officers? Published on: April 06, 2016. Author: Pauline Ashenden The combination of growing competition and more demanding consumers means that customer experience is now recognized by businesses everywhere as crucial for success. Analyst reports back this up – research from Forrester found that companies with superior customer experience demonstrate improved revenue growth, while Gartner analysis predicted that by 2016 89% o
Natalie Petouhof
APRIL 5, 2016
Tweet Sports is the new playing field is the world of business. Real Madrid is one of the most storied futbol clubs in history. Over 113 years, the club has won 116 official trophies. FIFA has recognized Real Madrid as the best futbol club of the 20th century. Since then, they’ve won the Champions League 10 times as well as the European Cup. And fans of the Real Madrid futbol club are some of the most passionate and loyal in all of sport.
Waypoint Group
APRIL 5, 2016
The post Why Advocate Marketing and Customer Success Should be Besties appeared first on Waypoint Group.
Natalie Petouhof
APRIL 5, 2016
Tweet. Underwriters Lab is transitioning from a legacy to a digital company. Source: Microsoft. You may not recognize the name “Underwriters Laboratory,” but “UL” is a mark you’ve seen everywhere. In fact it’s on 22 billion products, systems and materials from drywall to fire extinguishers to lamps to mattresses.
Advertisement
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,
Verint
APRIL 5, 2016
Are you looking to implement self-service for your customers, or are you assessing the quality of your current self-service solution? Would you like to hear some tips on achieving self-service success? Self-service is a tremendous tool for organizations, offering a way to save money while improving the customer experience. When executed properly, it can reduce service costs, decrease calls, and improve customer satisfaction.
Natalie Petouhof
APRIL 5, 2016
Tweet Despite spending nearly one-fifth of GDP on healthcare, the U.S. struggles to meet its goal of creating high-quality care for all. With financial pressures on care providers increasing, the current system is simply not sustainable. Imagine Care, a cloud-based solution built on Cortana analytics and Microsoft Dynamics, is helping healthcare providers ensure patients get better care.
Brad Cleveland Blog
APRIL 5, 2016
Here’s an idea: If you’re a consumer-facing service operation and want to stand out from the crowd, be there for your customers on weekends. That’s when many are checking accounts, kicking around options for the renovation, paying utility bills, and … Continue reading → The post Staffing for Weekends appeared first on Brad Cleveland.
Natalie Petouhof
APRIL 5, 2016
Tweet AccuWeather is delivering access to vital, up-to-the minute information around the world. Source: Microsoft. AccuWeather gets up to 10 billion data requests from over 200 hundred countries in 100 different languages, every day. The Microsoft Cloud gives AccuWeather the power to instantly deliver information and businesses to people when they need it most.
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
Brad Cleveland Blog
APRIL 5, 2016
Here’s an idea: If you’re a consumer-facing service operation and want to stand out from the crowd, be there for your customers on weekends. That’s when many are checking accounts, kicking around options for the renovation, paying utility bills, and booking that trip to see Aunt Mae.
Provide Support
APRIL 5, 2016
Great customer service quotes from business leaders is one of the best ways to motivate and inspire your team. They demonstrate not only rich experience but also show how important is to move forward and find a better way to do your job. In addition to being a great source of inspiration these quotes help to keep your company’s customer focused culture alive.
Brad Cleveland Blog
APRIL 5, 2016
Here’s an idea: If you’re a consumer-facing service operation and want to stand out from the crowd, be there for your customers on weekends. That’s when many are checking accounts, kicking around options for the renovation, paying utility bills, and booking that trip to see Aunt Mae.
NICE inContact
APRIL 5, 2016
Outbound dialing technologies have undergone a recent revolution to accelerate sales, boost agent productivity, and increase customer satisfaction – and cloud contact center solutions are leading the way. If you’re looking to improve your results, here are three best practices to consider implementing for outbound dialing: #1: Utilize No Pause, Predictive Dialing: You might assume that simply making more calls is the answer for increasing sales.
Advertisement
Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.
LiveChat
APRIL 5, 2016
In one of my previous jobs, I had a supervisor who treated every complaint as a personal disaster. Every time we were approached by an aggressive customer, he was immediately pushing the panic button, turning our call center into a pit of hell. I can admit that handling customer complaints might look as difficult as taming a lion, but what if complaints aren’t all that bad for your business?
Expert insights. Personalized for you.
178 
Let's personalize your content