Experience Investigators by 360Connext

JANUARY 8, 2018

Customer experience repair and improvement can be completely overwhelming! There are so many areas to tackle. Those surveys don’t develop and send themselves. Then you simply must understand the journey by undertaking a robust customer journey mapping process. And of course, don’t forget to educate the executives and employees throughout your organization!

Customer Journeys 273

Customer Journeys Airlines Social Media Banking 273

QuestionPro Audience

JANUARY 8, 2018

As an industry leader in market research, people look to us for thought-provoking content. We love sharing insightful data with our readers, so we curated a list of our top 10 favorite projects from the month of December. Enjoy! 1 – Comparing the World’s Money & Markets. By: The Money Project. Imagine the amount of detail that went into an infographic that took two years to make.

Infographics 230

Infographics Retail Video Report 230

Steve DiGioia

JANUARY 8, 2018

This original article was written by Steve DiGioia. Do you reach out on social media to the businesses you purchase from? If not, why not? Your Facebook or Twitter account provides an opportunity to let them know how happy you are with their product – or not! So, how do you tell if your favorite brand monitors social media? Many of you have read an earlier post of mine where I told the story of when Zappos, very unexpectedly, sent me a tweet in response to a conversation I had with a friend in a

Social Media 173

Social Media Brands How To Customer Service 173

Experience Matters

JANUARY 8, 2018

We just published a Temkin Group report, Lessons in CX Excellence, 2018. The report provides insights from six winners in the Temkin Group’s 2017 CX Excellence Awards. The report, which has more than 70 pages of content, includes an appendix with the finalists’ nomination forms. This report has rich insights about both B2B and B2C customer experience.

Report 145

Report B2C B2B Groups 145

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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.

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Customers That Stick

JANUARY 8, 2018

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Customer Experience 137

Customer Experience Customers Customer Service 137

Wired and Dangerous

JANUARY 8, 2018

Eye candy. It is such a really cool label. It should be a phrase that has a terrific reputation. After all, who doesn’t like candy? And, “a sight for sore eyes” is a positive and encouraging statement. Most of us see too much plain vanilla and drab stuff. But, eye candy as it relates to customer service has a shady reputation. It typically means attractive but superficial.

Wait Times 93

Wait Times Customer Service Loyalty Customer Experience 93

Amity

JANUARY 8, 2018

New Year’s, a time to symbolically start over. A time to right the wrongs of the past years, start fresh, and resolve to do better with whatever perceived shortcomings we have. But with most New Year’s resolutions, the excitement wears off around January 5th. At the first sight of cake or a mimosa, our resolutions easily become a distant memory.

Customer Success 100

Customer Success ROI Customers Study 100

ShepHyken

JANUARY 8, 2018

Each week I read a number of customer service and customer experience articles from various 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. Industry Experts Offer Up 2018 Predictions on Retail Customer Experience by Judy Mottl. (Retail Customer Experience) As the new year arrives, it’s a great time to look ahead at what’s to come from those in the trenches.

Customer Service 0

Customer Service Contact Center Retail Competitive Advantage 0

Esteban Kolsky

JANUARY 8, 2018

Clickbait! let’s talk about cryptocurrencies … Just kidding. I have a very good friend, someone would even say my BFAM or best friend, with whom I usually have this conversation: Him: How are you doing? Me: Well, these are the many things I want to complain about…(list of small things that annoy me and bother me). Him: Well, all that is because you are Jewish – how are things otherwise?

Strategy 68

Strategy Meeting Government Consumers 68

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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

Helen Dewdney

JANUARY 8, 2018

iPhone maker caught slowing older devices – how to get redress. Apple caught slowing older iPhones. Apple has been caught slowing down older iPhones. Whilst customers might suspect that this was done to encourage them to upgrade their devices, the company said in a statement, quoted on the BBC website, that it “wanted to prolong the life” of those devices.

Consumers 69

Consumers Tips Sales Customer Experience 69

Myra Golden

JANUARY 8, 2018

This is you. Confident and Prepared. So, my 14-year son old got contact lenses for the first time last week. He’s struggling to get the contacts in. Every morning Warren comes downstairs to my bathroom so I can help him with his technique. More than once he’s said, “I freakin’ hate contacts!” He even asked me to hold his upper eyelid up and steady for him.

Contact Center 63

Contact Center Feedback Meeting Video 63

ERDM

JANUARY 8, 2018

Article by Ernan Roman Featured on CMO.com Jeff Rosenfeld is the vice president of customer insight and analytics for The Neiman Marcus Group, where he is responsible for leveraging analytics to drive revenue. His team focuses on personalization, web analytics, media-mix attribution, product and customer insight, and business intelligence. While not at work, Rosenfeld serves as a board member for charity and academic institutions, is an instructor for the SMU CAPE Digital Analytics and Insights

Loyalty 40

Loyalty Analytics Loyalty Programs Travel 40

Myra Golden

JANUARY 8, 2018

Here’s what our current customers tell us are the three most fantastic things about our customer service eLearning. We show our three best features in this short video. 1. Custom website and branding. When your employees log in to their training, it feels like they are taking the training within your company because we give you a unique URL and upload your logo. 2.

Customer Service Training 45

Customer Service Training Training Customer Service Video 45

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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

Confirmit

JANUARY 8, 2018

As 2018 whirrs into life, we continue to be bombarded by stories of robots. They’re going to make everything wonderful! They’re going to make everything terrible! Everything is changing! They want my job! Every headline and prediction seems sure that – for better or worse – the robots are coming. It’s true in the world of Customer Experience too.

Chatbots 40

Chatbots Analytics Data Training 40

ReviewTrackers

JANUARY 8, 2018

This article was written by Victoria Greene, a branding consultant and freelance writer. On her blog, VictoriaEcommerce, she shares tips on ecommerce and how writers can develop their craft. She is passionate about using her experience to help brands grow their business the right way. Investing in reviews means investing in the customer experience. In the largely depersonalized and competitive landscape of ecommerce, great reviews can make all the difference.

Ecommerce 33

Ecommerce Social Media Tips Brands 33

Verint

JANUARY 8, 2018

Verint’s Ryan Hollenbeck, senior vice president, global marketing, recently spoke with Saddletree Research’s Paul Stockford for Contact Center Pipeline about the major trends in customer engagement for 2018. More than ever, the customer engagement center has become a focal point for automation and shared intelligence. Advanced automation capabilities are helping leading brands modernize critical and historically high-touch areas of their businesses.

Trends 33

Trends Engagement Contact Center Customer Engagement 33

West Monroe

JANUARY 8, 2018

As I sat in my dermatologist’s office for the third time in a month, I couldn’t help but think about my dissatisfaction at being there. Was it the long wait time? The boring, sterile waiting room? Or was it the unfriendly staff who clearly couldn’t care less about me? There had to be some research that explained my frustration, especially as I realized I needed to search for a new doctor’s office.

Insurance 40

Insurance Wait Times Study Software 40

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