InMoment XI
JULY 31, 2018
You often hear of the positive power of a smile. A recent business trip brought this to light to me, as well as the negative power that is portrayed when it is missing. My colleague and I were on our way to see a client and we decided to stop and get a coffee. The first. View Article.
Experience Matters
JULY 31, 2018
One of the most important – but often forgotten – elements of customer experience is that it’s all about human beings. Customers are human beings, employees are human beings, and executives are human beings. This video identifies six key characteristics to keep in mind whenever you’re dealing with all types of people. This video is a great introduction to a discussion with your team.
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QuestionPro Audience
JULY 31, 2018
It’s that time again—when we scour the internet for the most interesting, colorful, well-designed infographics of the month, and this month’s group is no exception. From AI in healthcare, to investment tips for 20-year-olds, we cover it all. 1 — THE ART & SCIENCE OF DELEGATION IN A SMALL BUSINESS. Every small business owner should take a look at this infographic. 20% of small business fail in the first year, but this infographic tells you how to grow your company, and avoid burno
Kerry Bodine
JULY 31, 2018
This morning I delivered a webinar called The Business Case for Service Design , part of Rosenfeld Media’s day-long virtual conference on The Business Case for Design. (Even though the live event has ended you can still sign up for the conference and watch the recordings.). I started out by sharing a Venn diagram with my thoughts on the relationship between User Experience, Customer Experience, and Service Design.
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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.
Michelli Experience
JULY 31, 2018
P or B? Unique Value, Elasticity, and Branded Customer Experience. Long before the iPod, iPad, and iPhone, there was an “I” brand from my youth that had a strong and unique brand image. With its narrow restaurant layout, high pitched distinctively blue roof, and tables adorned with multiple types of syrup. It was none other than IHOP, the International House of Pancakes.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Alliance by IFS
JULY 31, 2018
The old saying is that necessity is the mother of invention, but that was founded in the industrial revolution. In this post from Astea’s Managing Director – Asia Pacific Steve Scott, see how innovation creates demand in today’s information revolution—and how your company can use technology to be proactive about growing your business and exceeding customer expectations of service.
PeopleMetrics
JULY 31, 2018
The following is an excerpt from Listen Or Die by Sean McDade, PhD. The true “voice” of your customer is the unique words they share with you each time you ask them “Why” or “Please tell me more about that” in your survey. There is gold in each comment that customers share with you. The question is this: how do you best mine for that gold? Enter text analytics.
ShepHyken
JULY 31, 2018
Leveraging Customer Data In Real Time. Focusing on Business Intelligence and Customer Experience. Shep Hyken sits down with Scott Walker, the CEO of ethosIQ ,and discuss three levels of customer optimization, finding the correct customer service metrics to focus on, and why companies should give back to their communities. ? ?. Top Takeaways: Customers don’t mind staying on the phone longer if it means getting their problem solved on the first interaction.
Alliance by IFS
JULY 31, 2018
The old saying is that necessity is the mother of invention, but that was founded in the industrial revolution… In this post from Astea’s Managing Director – Asia Pacific Steve Scott, see how innovation creates demand in today’s information revolution—and how your company can use technology to be proactive about growing your business and exceeding customer expectations of service.
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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.
ShepHyken
JULY 31, 2018
Leveraging Customer Data In Real Time. Focusing on Business Intelligence and Customer Experience. Shep Hyken sits down with Scott Walker, the CEO of ethosIQ ,and discuss three levels of customer optimization, finding the correct customer service metrics to focus on, and why companies should give back to their communities. ? ?. Top Takeaways: Customers don’t mind staying on the phone longer if it means getting their problem solved on the first interaction.
Heart of the Customer
JULY 31, 2018
This is a guest post written by one of our very own Lead Consultants, Jean Fasching. A friend of mine who’s new to NPS research recently shared that she was frustrated with the response rate (less than 1% of those asked) from a B2B, NPS (Net Promotor Score) question recently added to her company’s website. […]. The post NPS Pop-Ups—Low-Cost, Yet Low-Quality appeared first on Heart of the Customer.
CX University
JULY 31, 2018
There is an incredible amount of data corroborating the deep relatedness between customer satisfaction and employee satisfaction. Some of this work focuses specifically on customer-facing employees proving, as reported in Journal of Applied Psychology, that this relationship is indeed reciprocal. Increasing employee satisfaction leads to happier customers, and creating happier customers increases job satisfaction in customer-facing employees (Zablah, Carlson, Donavan, Maxham, and Brown, 2016).
Second to None
JULY 31, 2018
The following article is a guest submission written by Sam Makad. Sam is an experienced writer and marketing consultant. His expertise lies in marketing and advertising. He helps small & medium enterprises to grow their business and overall ROI. . If you are interested in submitting a guest article to the Second To None blog, please send over your ideas to danielb@secondtonone.com. .
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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,
ReviewTrackers
JULY 31, 2018
Customer feedback is one of your company’s greatest sources of information and learning. Using information from customer feedback, you can gain valuable insights essential to improving your brand, products, services, and overall customer experience. Often, companies that are able to efficiently listen to customer feedback also have a more complete understanding of their customers and can more easily measure customer satisfaction and loyalty.
Customer Enthusiast
JULY 31, 2018
On occasion, managers ask me how to motivate employees who seem to be disengaged and simply going through the motions at work. The way I approach this is by being intentional about connecting employees’ daily job responsibilities to an enduring organizational purpose. This is not easy. It requires the organization to do the yeoman work of identifying values and detecting its purpose.
ReviewTrackers
JULY 31, 2018
Customer feedback is one of your company’s greatest sources of information and learning. Using information from customer feedback, you can gain valuable insights essential to improving your brand, products, services, and overall customer experience. Often, companies that are able to efficiently listen to customer feedback also have a more complete understanding of their customers and can more easily measure customer satisfaction and loyalty.
Ann Michaels and Associates
JULY 31, 2018
When a customer walks into a retail store, the salesperson has two choices: simply ring up a purchase, or truly help the customer get what he or she really needs. The latter includes learning about the customer and making customized suggestions, while the former lacks any personalization whatsoever. There is typically an opportunity to upsell and when done for the right reasons, customers will be willing to spend more than they initially intended.
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.
Solvvy
JULY 31, 2018
After co-founders, Mehdi Samadi and Justin Betteridge, graduated with PhDs in artificial intelligence at Carnegie Mellon University, they made the move to sunny California to apply their research and start Solvvy. They knew they were onto something big when they won $15,000 in investments during their school venture competition in 2014. They joined forces with our CEO, Mahesh Ram, to formally launch the company and the rest is history.
Bizagi
JULY 31, 2018
61% of healthcare organizations are worried about malware infiltrations according to Information Age , and for good reason. Data security in healthcare is a major issue: the sector suffered more than half of all cyber-attacks last year according to a report by security firm Cylance. In part one of this blog series on healthcare , we discussed the importance of incorporating technology into healthcare services through an Enterprise Health Cloud (EHC) in order to meet growing customer needs and fi
Genroe
JULY 31, 2018
Subscribers, Leads, MQLs, SQLs, Prospects, Opportunities, Customers: these terms get thrown around in B2B sales and marketing departments the world over but it’s almost like we’re speaking different languages. Of course, the basic premise is that each term relates to how far through the sales process a non-customer is and what lead nurturing still needs […].
CXApp
JULY 31, 2018
It doesn’t matter what market you serve, customers from all walks of life demand a responsive, seamless digital experience and they want it as soon as possible — like right now soon. Bridge that with the more physical side of business — brick and mortar especially — and we’re seeing similar demands for in-person or on-location, digital experiences too.
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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.
Help Scout
JULY 31, 2018
Let’s just speak the truth about writing to customers: It’s difficult. Customers can be rude. Their writing can be unclear. And if your team has to be great at responding to customers in both email and chat, that’s even more difficult. While the two channels do require some of the same writing skills — using correct grammar, writing in a friendly tone — a great email writer and a great chat writer are as different as an Olympic sprinter and a World Cup goalie.
CXApp
JULY 31, 2018
It doesn’t matter what market you serve, customers from all walks of life demand a responsive, seamless digital experience and they want it as soon as possible — like right now soon. Bridge that with the more physical side of business — brick and mortar especially — and we’re seeing similar demands for in-person or on-location, digital experiences too.
Confirmit
JULY 31, 2018
One of the great things we do at Confirmit is to recognize our customers who are doing amazing things with our solutions. The Confirmit ACE Awards have been running for 13 years, and we’ve recently launched the AIR Awards which showcase great Market Research execution. Working with customers on these programs is absolutely one of the highlights of the year.
Genroe
JULY 31, 2018
Subscribers, Leads, MQLs, SQLs, Prospects, Opportunities, Customers: these terms get thrown around in B2B sales and marketing departments the world over but it’s almost like we’re speaking different languages. Of course, the basic premise is that each term relates to how far through the sales process a non-customer is and what lead nurturing still needs […].
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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?
CXApp
JULY 31, 2018
It doesn’t matter what market you serve, customers from all walks of life demand a responsive, seamless digital experience and they want it as soon as possible — like right now soon. Bridge that with the more physical side of business — brick and mortar especially — and we’re seeing similar demands for in-person or on-location, digital experiences too.
Quadient
JULY 31, 2018
For a word that was only coined in 1937, “spam” has had an interesting journey – from canned food, via Monty Python sketch, to one of the major consumer irritations of the digital age. Businesses are feeling the stress of spam too – and not just because they’re also on the receiving end. Organisations that exist purely to spam consumers with irrelevant messages help give all customer communications a bad name – and make consumers more wary of relevant, useful information from scrupulous organisa
Ecrion
JULY 31, 2018
Ecrion Software, a leader in the development and implementation of smart, modern customer communications management software, is pleased to announce a new partnership agreement with TriPartum , a CCM solutions provider based in the United Kingdom. TriPartum joins a growing list of solutions providers that have partnered with Ecrion, that now covers more than 30 countries globally.
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