Experience Matters
JUNE 12, 2017
Every organization makes some mistakes, so an important area of loyalty is the willingness of customers to forgive them. That’s why Temkin Group has been measuring forgiveness for several years in the U.S. This year we’re publishing the 2017 Temkin Forgiveness Ratings, UK, which evaluates 157 companies across 16 industries based on a survey of 5,000 […].
Steve DiGioia
JUNE 12, 2017
This original article was written by Steve DiGioia. While walking into my local Bed Bath & Beyond store last week I was preoccupied with the thoughts of an upcoming major event; my daughter going away to college. A milestone, a traumatic event, a “relief”…. We had just completed all the college applications, financial aid packages, decisions on which school to choose, and dorm type.
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Beyond Philosophy
JUNE 12, 2017
When we’re in the UK, I complain about the chilly, dreary weather. And when we’re at our home in Florida, my wife Lorraine complains about the dreadful heat. Our complaining is all in good fun – we actually enjoy both locales. But as this article explains, complaining can become a nasty habit that makes our lives seem worse than they really are. Complaining can also affect your business.
Experience Matters
JUNE 12, 2017
Every organization makes some mistakes, so an important area of loyalty is the willingness of customers to forgive them. That’s why Temkin Group has been measuring forgiveness for several years in the U.S. This year we’re publishing the 2017 Temkin Forgiveness Ratings, UK, which evaluates 157 companies across 16 industries based on a survey of 5,000 […].
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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.
Wired and Dangerous
JUNE 12, 2017
What would he see or think if you brought in Dr. Indiana Jones to help you better understand your customers? Or, better still, if Margaret Mead or Ruth Benedict was your customer anthropology coach? At the core, anthropology is the study of humanity. Social or cultural anthropologists seek to understand how a culture, tribe, family or clan link together through language, myths, mores, beliefs, rituals, and symbols.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Customer Alignment
JUNE 12, 2017
According to KPMG Nunwood research, customers in the US are 15 times more likely to have a great customer experience than a UK customer. I was on holiday in the US last week and having read the results of the KPMG Nunwood research, I was looking forward to assessing (and enjoying) the research’s accuracy. Over the week, I kept an eye out for examples of great experience whether empathy and attitude of members of service staff, resolution of any problems that we had, management of our expectation
Confirmit
JUNE 12, 2017
How the Compass CX Maturity Instrument was Validated and What the Research Revealed About CX Program Successes, Strengths and Weaknesses. Confirmit helps clients evaluate their own program strengths and weaknesses through its proprietary Compass Model that includes a comprehensive inventory of success factors. The model is implemented using the Compass CX Assessment, a checklist that serves as a basis for evaluation.
Talkdesk
JUNE 12, 2017
Opentalk 2017 was a groundbreaking event for the Talkdesk team. We welcomed more than 1000 customer heroes from all over the world to San Francisco to participate in a two-day conversation about how we can all be more heroic to our customers. The summit was a huge success and the feedback we’ve gotten from attendees was overwhelmingly positive. In fact, we’ve gotten so many requests for videos of our sessions that we created a page to host all the recordings of the Opentalk 2017 sessions.
Confirmit
JUNE 12, 2017
The stakes in delivering a high quality experience at the moment of customer engagement are especially high since insurers usually only engage policyholders at the time of sale, renewal, or when a claim is filed. At the same time, insurers have been doubling their compliance efforts in an age of increased regulatory demands. Ensuring customer expectations are met while adhering to legal guidelines challenges insurers to continuously retool and retrain the contact center workforce on both technic
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.
Peter Lavers
JUNE 12, 2017
Part two of the “Accelerate Your Marketing, Branding and Career Success” podcast is now available to listen to. Nat Schooler of Next Level Podcasts, interviewed Peter Lavers for his series of podcasts as a result of the IBM Amplify Conference earlier this year. Listen to Part Two . Listen to Part One. The post Peter Lavers Featured on “Next Level” Branding Podcast – Part 2 appeared first on Think CX.
Confirmit
JUNE 12, 2017
The stakes in delivering a high quality experience at the moment of customer engagement are especially high since insurers usually only engage policyholders at the time of sale, renewal, or when a claim is filed. At the same time, insurers have been doubling their compliance efforts in an age of increased regulatory demands. Ensuring customer expectations are met while adhering to legal guidelines challenges insurers to continuously retool and retrain the contact center workforce on both technic
Helen Dewdney
JUNE 12, 2017
It would appear that many airlines like to make it difficult for passengers to claim for compensation and redress for delayed or cancelled flights. Then there are the companies which say they can do the work for you but take a hefty commission. Well have the below for nothing (See the rest of the post for details of what you need to fill in and other related information).
Confirmit
JUNE 12, 2017
How the Compass CX Maturity Instrument was Validated and What the Research Revealed About CX Program Successes, Strengths and Weaknesses. Confirmit helps clients evaluate their own program strengths and weaknesses through its proprietary Compass Model that includes a comprehensive inventory of success factors. The model is implemented using the Compass CX Assessment, a checklist that serves as a basis for evaluation.
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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.
CSM Magazine
JUNE 12, 2017
No matter what industry you’re in, companies are always looking for ways to reduce operating costs and improve the bottom line. Executives often hone-in on the call center as a prime place to begin cutting costs, but are challenged with how to do so, without negatively impacting the customer experience. Rather than reducing staff or altering workloads, call centers should first look for a much more straight-forward approach to decrease operational expenses, such as reducing average handling time
Amity
JUNE 12, 2017
Customer Health Score (CHS) measures the health of the customer-vendor relationship and aims to predict its direction: will it churn, renew, or expand? CHS is only useful if it is defined within an effective segmentation of customers. While most strong Customer Success (CS) organizations segment their customers based on dimensions such as size, stage and geography, a glaring missing dimension is the maturity of the customer, which we call the Customer Maturity Index (CMI).
ClientSuccess
JUNE 12, 2017
What are the Definitions of Customer Success Terms? – Part II. You asked and we listened! After the positive response to our “Customer Success Dictionary of Reference: Part I” post , we wanted to provide further opportunities for education and growth. In this post, we’ll dig even deeper into some common customer success terminology and phrases that many teams utilize every day.
West Monroe
JUNE 12, 2017
In 1964 the Federal Reserve Bank published a paper predicting the demise of the check and it took over 40 years for that to become reality. With myriad payment options available to consumers, is the demise of cash not far behind? I just passed the 100 th day of carrying no cash with me. As a frequent traveler and road warrior I wanted to see what it was like to survive relying entirely on the few cards that I carry, along with my iPhone with Apple Pay.
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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?
ShepHyken
JUNE 12, 2017
Each week I read a number of customer service and experience articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 27 Experts Discuss Key Customer Support Metrics That Drive Growth by Robbie Richards. (Jitbit) We reached out to 27 professionals leading support teams of all sizes at companies like Zapier, and asked them the following question: Can you list 2-3 customer support metric
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