Experience Matters

MAY 31, 2016

We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers. Edward Jones and Fidelity Investments deliver the best customer experience in the investment industry, according to the 2016 Temkin Experience Ratings, an annual customer experience ranking of companies […].

Customer Experience 173

Customer Experience Survey Industry Consumers 173

Customer Bliss

MAY 31, 2016

Quick Episode Overview. I talk with Curtis Kopf in this episode. Curtis was deeply embedded with customer experience at Alaska Airlines before moving to Premara Blue Cross. We discuss the value of building bridges, listening tours, asking the right questions, using analytics wisely, and how conversations drive customer experience. . About Curtis . Curtis is a visionary leader and digital innovator who has built industry-leading customer experiences at Alaska Airlines, Microsoft and Amazon.com.

Airlines 132

Airlines Customer Experience Insurance Innovation 132

Experience Matters

MAY 31, 2016

We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers. USAA and Discover deliver the best customer experience in the credit card industry, according to the 2016 Temkin Experience Ratings, an annual customer experience ranking of companies based […].

Customer Experience 120

Customer Experience Industry Survey Consumers 120

Comm100

MAY 31, 2016

“Thank your customer for complaining and mean it. Most will never bother to complain. They’ll just walk away.” – Marilyn Suttle, success coach and customer service expert. Handling difficult customers can be emotionally and financially draining, but as Marilyn Suttle points out, a difficult customer is still a customer. This is someone who hasn’t walked away from your company or service, and so their loyalty is still salvageable.

Retail 105

Retail Self Service How To Policies 105

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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.

Customers

Experience Matters

MAY 31, 2016

We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers. Credit unions, USAA, and Regions deliver the best customer experience in the banking industry, according to the 2016 Temkin Experience Ratings, an annual customer experience ranking of companies […].

Banking 120

Banking Customer Experience Survey Industry 120

Customers That Stick

MAY 31, 2016

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Customer Service Training 94

Customer Service Training Training Customer Service Customers 94

CX Journey

MAY 31, 2016

Image courtesy of GawdZilla Are you customers emotional about your brand? your products? or are they emotionally unavailable? Emotion is the big buzzword in customer experience right now; it's all the rage. Here's what some customer experience folks are saying about it. Temkin Group proclaimed 2016 The Year of Emotion. They reported that, out of three factors that impact customer loyalty and drive the customer experience, emotion has the most significant impact.

Connections 91

Connections Customers Brands Customer Experience 91

Wired and Dangerous

MAY 31, 2016

We recently travelled through Europe on vacation with our family. We met our oldest son in Copenhagen for the weekend. He introduced us to a fabulous restaurant called Relae. Copenhagen is known for its great food and Relae proved to be no exception. What struck me the most about Relae was not the fabulous food; it was the incredible over the top experience delivered by an amazingly well coordinated high performance team.

Travel 76

Travel Loyalty Connections Training 76

ShepHyken

MAY 31, 2016

Vala Afshar on the Future of Marketing: It’s Customer Service. Shep Hyken talks with Vala Afshar about how customer service is the future of marketing. Vala is the chief digital evangelist for Salesforce and author of “The Pursuit of Social Business Excellence.” He was named the most influential social media contributor on twitter for CMOs, CIOs, and CFOs.

Social Media 79

Social Media Customer Satisfaction Technology Customer Service 79

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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.

Communication

Magellan Solutions

MAY 31, 2016

At some point in their business cycle, every company has had to deal with the question of whether to outsource or not. It’s general knowledge that outsourcing brings down costs, that your best bet for help desk support is either India or the Philippines, and that a lot of known companies outsource but prefer to remain silent about it. . Just when you thought you knew everything about inbound call centers, here are 6 insane (but true) things about them: Some clients act as “mystery shoppers”.

Call Center 66

Call Center Company Industry Customers 66

Think Customers

MAY 31, 2016

Earlier this month, I had the privilege of moderating an attendee discussion at Walker Information's B-to-B Customer Experience Summit in Denver on best practices and challenges around communicating customer experience initiatives across the enterprise. Constant communication to senior executives and employees is vital for ensuring that customer experience initiatives are visible, that they don't get lost amongst other corporate programs, and to safeguard that customer centricity is ingrained in

Customer Experience 53

Customer Experience Customer Centricity Culture Communication 53

Tricia Morris

MAY 31, 2016

While there were more than 100, perhaps more than 1000, top takeaways from the recent 2016 CRM Evolution conference chaired by Paul Greenberg (as well as the Customer Service Experience and SpeechTEK conferences running concurrently), here are 16 terrific takeaways from the event shared by key speakers and analysts including Esteban Kolsky of ThinkJar, Kate Leggett and Ian Jacobs of Forrester Research, Ray Wang of Constellation Research and more: 1.

CRM 50

CRM Customer Experience Self Service Conference 50

CX Workout - Ideas Blog

MAY 31, 2016

One thing we hear over and over again is the power of customer feedback captured in video. When a customer speaks about their experience in their own words – you can’t beat it. It really brings to life what your customer sounds like, looks like and conveys the emotion in a powerful way. Yes, customer written feedback is helpful, but video tells the story in a way that really grabs your audience.

Customer Journeys 40

Customer Journeys Video Touchpoint Groups 40

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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,

Tips

Kate Nasser

MAY 31, 2016

Finding balance in life relationships is our people skills global Twitter chat topic. JOIN The People Skills Coach™ June 5th 10amEDT/2pmGMT to explore and share your experience. Hashtag: #PeopleSkills. The post JOIN #PeopleSkills Chat June 5: Balance in Life Relationships appeared first on KateNasser.com.

Interaction 40

Interaction Communication 40

MyCustomer

MAY 31, 2016

Voice of the Customer. Do your focus groups avoid the hard questions?

Groups 52

Groups Customer Focused Customers 52

Customer Interactions

MAY 31, 2016

It’s no secret that modern businesses run on tight budgets, and funding for training and staff development can be scarce. When companies demand constant justification for every development dollar spent, managers struggle with the decision of where to direct their resources. Which employees will gain the most from added support and coaching, and how can you identify them?

Resources 28

Resources Training Management Company 28

Brad Cleveland Blog

MAY 31, 2016

The Edge of Service® Newsletter, Issue 17: The Stunning Stats Behind Employee Engagement I believe there are three categories of statistics any leader needs to know about employee engagement: First, employee engagement is strongly tied to customer experience. If you’re … Continue reading → The post The Edge of Service® Newsletter, Issue 17: The Stunning Stats Behind Employee Engagement appeared first on Brad Cleveland.

Employee Engagement 26

Employee Engagement Engagement Customer Experience Contact Center 26

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.

Retail

LiveChat

MAY 31, 2016

Building the perfect customer service team is a challenge. While interviewing potential hires, there is a lot to cover, ranging from technical knowledge to soft skills. Moreover, the recruitment process does not end after the final handshake – it is the beginning of a journey. Join me for a little case study with LiveChat’s CCO Piotr Bednarek and learn how to assemble the perfect team of live chat agents!

How To 36

How To eBook Customer Service Representative Customer Service 36

Brad Cleveland Blog

MAY 31, 2016

The Edge of Service™ Newsletter, Issue 17: The Stunning Stats Behind Employee Engagement I believe there are three categories of statistics any leader needs to know about employee engagement: First, employee engagement is strongly tied to customer experience.

Employee Engagement 20

Employee Engagement Engagement Groups Customer Experience 20

CSM Magazine

MAY 31, 2016

Magnus Geverts at Teleopti takes a look at providing a cohesive experience across different channels supported by flexible workforce management (WFM). A recent study found the average person checks his or her smartphone a staggering 85 times a day! And just look around in shops and cafés, on buses and trains – even while walking in the street – almost everyone is glued to a personal electronic device.

Omni-Channel 40

Omni-Channel Multi-Channel e-support Social Media 40

Brad Cleveland Blog

MAY 31, 2016

The Edge of Service® Newsletter, Issue 17: The Stunning Stats Behind Employee Engagement I believe there are three categories of statistics any leader needs to know about employee engagement: First, employee engagement is strongly tied to customer experience.

Employee Engagement 20

Employee Engagement Engagement Groups Customer Experience 20

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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.

Training

Talkdesk

MAY 31, 2016

Our inaugural summit, Opentalk 2016, explored the of the future of customer experience. We went above and beyond to make this event interesting and valuable to all of the customer-centric business leaders in attendance. From our outstanding speaker list to our product announcements to our over-the-top attendee experience , we feel confident that we succeeded.

Customer Centricity 40

Customer Centricity Effort Score Case Study Innovation 40

InteractionMetrics

MAY 31, 2016

Last week I spoke at the Society for Service Executives Symposium in Chicago. As always, when the primary topic is customer satisfaction, there was a lot of talk about NPS (Net Promoter Score). As I have often said, it’s a tired customer survey question —and that’s just one of its shortcomings. Another issue, as Lori Bocklund of Strategic Contact recently wrote about, is that it’s a metric based on a single question—and as she summarized the problem, you need “ One Number, NOT One Question.”.

Touchpoint 40

Touchpoint NPS Net Promoter Score Survey 40