QuestionPro Audience

JANUARY 19, 2018

After months of waiting, and proposals from 238 cities, Amazon has announced their short list of potential cities for its second headquarters (HQ2). The company had a few prerequisites: a metropolitan area with a population of greater than one million and the ability to attract and keep strong technical talent. The list of finalists surprised many, as it included locations that aren’t thought to be technology havens, such as Columbus and Indianapolis, and rejected applications from Detroit, Phoe

Study 230

Study Innovation System Meeting 230

Customer Bliss

JANUARY 19, 2018

My mission throughout my career has been to highlight companies that choose to grow by honoring the lives of customers and employees. It’s been the basis behind my book, “ I Love You More Than My Dog, ” in which I highlight companies that base their culture on decision making that shows their humanity, and in turn, drives extreme customer loyalty in both the good times and the bad.

Retail 135

Retail Connections Culture Study 135

Michelli Experience

JANUARY 19, 2018

Guest post by Zorian Rotenberg: As more and more hard evidence surfaces indicating the impact of employee engagement on company performance, it’s clear that organizations actively addressing this concern will outperform their competitors. Many forward-thinking enterprises are employing ongoing performance management tactics like Objectives and Key Results (OKRs) and continuous feedback loops to help teams a sense of purpose in their roles.

Employee Engagement 127

Employee Engagement Engagement Effort Score Measurement 127

PeopleMetrics

JANUARY 19, 2018

The master rule to customer-centricity is this: solve your customers’ problems. Every change, every action, every improvement your company makes should have the end goal of solving a customer problem. So how does this apply to the healthcare and pharmaceutical industries? In The Beginning. Healthcare and pharmaceutical companies of yesterday served what seemed to be a fairly straightforward purpose: provide their customers (physicians) with access to and information surrounding newer and better

Customer Centricity 93

Customer Centricity Customer Experience Healthcare Multi-Channel 93

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Data

Influitive

JANUARY 19, 2018

In the past 15 years, customer reference usage in marketing and sales has evolved from simply inserting testimonials in ads to a dedicated discipline that drives revenue. Now, many more savvy marketers are looking at the bigger picture: they’re turning to customer advocacy as their “secret sauce” for making a bigger impact on their company’s.

Tips 88

Tips Sales Marketing Customers 88

Beyond Philosophy

JANUARY 19, 2018

Colin Shaw and Professor Ryan Hamilton discuss how customers make intuitive and rational decisions. We learn that sometimes these can be in conflict with each other. It is important that you understand which system your customers are using. Brought to you by BeyondPhilosophy.com. IC5. The post How Do Customers Make Decisions Anyway? appeared first on.

System 60

System Customers 60

ReviewTrackers

JANUARY 19, 2018

For businesses of all kinds and sizes, local search engine optimization (SEO) is one of the most effective ways to drive traffic and purchase. A strong local search presence can help your company attract customers without spending tens of thousands of dollars in traditional advertising. In fact, according to research: 92 percent of users choose a business that appears on page 1 of local search results.

Tips 50

Tips Advertising Consumers Groups 50

Sampson Lee

JANUARY 19, 2018

Blue Ocean is about using value innovation to reach new and untapped market. It sounds exciting, especially in today’s highly competitive environment and many companies are trying to pursue their Blue Ocean. However, not many are successful in creating Blue Ocean. Even for those who successful create their own Blue Oceans, they soon turn red. […].

Brands 53

Brands Strategy Innovation Marketing 53

Maru/HUB

JANUARY 19, 2018

This is Maru/Syngro’s New Year resolution – once a week we bring in our trainers, wrap up warm and head out for a walk during lunchtime. We want to make we keep moving through the day, clear our minds and socialise with our colleagues. This weeks walk was particularly fresh in the recent snow we’ve had. Given the amount of time spent at work, it makes sense to think about the opportunities for increasing physical activity in and around the workplace.

Engagement 53

Engagement Study Customer Experience Customers 53

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Customers

CSM Magazine

JANUARY 19, 2018

Could social media be realizing its true calling as the ultimate customer service channel? According to recent studies by J.D. Power, overall satisfaction is highest when customers ask questions or make requests of their wireless carriers via social media. “Personalized feedback, rapid-fire response time and interaction with live humans are some of the primary factors driving the highest levels of customer satisfaction with wireless carrier customer service and, increasingly, customers appear to

Wireless 49

Wireless Social Media Customer Service Telecommunications 49

Stella Connect

JANUARY 19, 2018

Consistently great front-line performance is the goal of every call center training program. Day in and day out, managers and QA reviewers scramble to make sure agents are performing at their peak. In many cases, call center training is delivered with the same frequency across the board, or it’s weighted toward agents who need the most help. For many exasperated team leaders, it’s all pain and no gain: lots of activity, at great cost, without the business results to show for it.

Call Center 41

Call Center Training How To Average Handle Time 41

Oracle

JANUARY 19, 2018

? ? ?. Episode 15 of Experience This! – a new customer experience podcast series – is now available. Listen here. Episode 15 summary: Successful customer relationship management means not being afraid to publicly admit your mistakes. Plus, hear how Netflix brought fun to its required communications, and how you can harness the power of positive feedback.

Customer Relationship Management 40

Customer Relationship Management Customer relationships Customer Experience Management 40

ServiceDock

JANUARY 19, 2018

Source: ServiceDock dashboard.

Groups 75

Groups Retail Customer Experience Customers 75

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Communication

Verint

JANUARY 19, 2018

Have you or someone within your organization used software from Verint to optimize customer engagement? Has this person helped increase customer satisfaction, build customer loyalty, drive revenue, improve operational efficiencies, and/or heighten employee morale? If so, then be sure to enter for the 2018 Engage Global Customer Awards! The Engage Global Customer Awards recognize individuals and their respective companies for outstanding accomplishments over the past year in the following categor

Self Service 35

Self Service Engagement Conference Customer Satisfaction 35