Vonage

JUNE 5, 2018

Observing how the biggest companies in the world provide customer service can help your business reach new heights. They've hired the finest minds in their industries and spent billions testing what works and what doesn't. Here's a closer look at how three Fortune 500 companies approach customer service and the vital lessons you can learn. Netflix. In under 20 years, Netflix has grown from a DVD rental service to one of the biggest creators and distributors of TV and film on the planet with over

Self Service 136

Self Service Company Hotels Entertainment 136

Michelli Experience

JUNE 5, 2018

For an Experience Professional Practicing Otherness in a Selfish World is Essential. One of the core values at our company The Michelli Experience is otherness. Our team knows that otherness is a seldom used word but we like the sound of it and moreover we like the concept behind it. For us, otherness is: the antidote to selfishness. a virtue that is in short supply. the right way to do business. a brand differentiator. a characteristic that is much needed in a polarized world.

Hotels 100

Hotels Customer Centricity Leadership Customer Experience 100

Oracle

JUNE 5, 2018

In today’s digital economy, it’s easier than ever for a customer to spend their money elsewhere if you aren’t meeting their expectations. While brand loyalty remains absolutely vital to customer retention, now, it takes a lot more than just a coupon or two to ensure customers remain committed to your company. Recently, we asked our Twitter community to weigh in on how loyalty has changed in today’s disruptive world.

Loyalty 46

Loyalty Brands Tips B2C 46

Lumoa

JUNE 5, 2018

Every company dreams of having no negative feedback and no unhappy customers, yet many companies fail to identify their detractors and turn them into promoters. Why is that important? First, let’s get back to statistics : At least 30% of consumers stop interacting with a brand they love after the 1st bad experience and around 50% of all the consumers leave the brand for good after several bad experiences.

Feedback 224

Feedback Consumers Customers Customer Experience 224

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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

InMoment XI

JUNE 5, 2018

What Does Winning Look Like? Eastern Bank and Bangor Savings Bank Q&A: Banks’ Partnership Inspires Greater CX Success An interview with Joyce Clark Sarnacki; Executive Vice President & Chief Customer Experience Officer of Bangor Savings Bank and Richard Dorfman, the VP Customer Experience for Eastern Bank. The following is a chapter from the book Unlock the.

Banking 200

Banking Customer Experience Financial Customers 200

InMoment XI

JUNE 5, 2018

What Does Winning Look Like? Eastern Bank and Bangor Savings Bank Q&A: Banks’ Partnership Inspires Greater CX Success An interview with Joyce Clark Sarnacki; Executive Vice President & Chief Customer Experience Officer of Bangor Savings Bank and Richard Dorfman, the VP Customer Experience for Eastern Bank. The following is a chapter from the book Unlock the.

Banking 200

Banking Customer Experience Financial Customers 200

GetFeedback

JUNE 5, 2018

It's time to ditch the lengthy lead forms. With progressive profiling, you can capture meaningful marketing data over time without aggravating your leads.

Data 150

Data Marketing 150

Comm100

JUNE 5, 2018

AI (Artificial Intelligence) is undoubtedly a buzzword that’s been around for a while. From the early days of Science Fiction and Kubrik’s groundbreaking 2001: A Space Odyssey to the more recent chess match between Deep Blue and Kasparov, AI has long captured our imaginations. As technology continues to advance, companies are coming to realize that many benefits can be accrued from employing it.

Contact Center 121

Contact Center Call Center Self Service Chatbots 121

TechSee

JUNE 5, 2018

Show, Don’t tell. George is eagerly looking forward to setting up his new smart home. He unboxed and installed all his newly-purchased connected devices and downloaded the software successfully. Now all that’s left is to configure it all via the website. But… it’s not working. He can‘t find the menu he needs and the icons are simply not where they are meant to be.

Trends 116

Trends Self Service Chatbots Technology 116

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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

Esteban Kolsky

JUNE 5, 2018

I wrote before this: AI will never match human intelligence because it lacks the three I’s: Intuition. Imagination. Innovation. These things can be programmed, of course – everything can, but even if programmed are not going to “continue to grow on their own” as human’s do. The lack of any of the three, or the three, is what distinguishes humans from machines today (among many, many, many other things) and somewhat the final frontier in AI becoming a more powerful e

Innovation 117

Innovation Transportation Course Data 117

ShepHyken

JUNE 5, 2018

Learn the Rules of Being Crisis Ready. Are you ready for a customer service or brand crisis? Shep Hyken discusses handling and preparing for a customer service or brand crisis with Melissa Agnes , the author of Crisis Ready: Building an Invincible Brand in an Uncertain World. ? ? ? >?. Top Takeaways: Melissa explains that ever since she was a kid in Montreal, she’s had the ability to spot and mitigate potential risk.

Social Media 79

Social Media Brands Retail Video 79

Esteban Kolsky

JUNE 5, 2018

Earlier today, at SAPPHIRE (their annual show for and with customers), SAP released C4/HANA, their final attempt at getting the CRM story right. In short, if they would’ve used this storyline back in the mid-2000s, SAP would’ve likely become a key player and potentially even the leader after the acquisition of Siebel + PeopleSoft. Today?

CRM 83

CRM Ecommerce Technology Data 83

Answer Dash

JUNE 5, 2018

Dennis Snow, well-known customer service guru, showcases in his new video on the problems that occur when an organization abdicates responsibility for managing the customer's experience. Let's get to know the importance of managing customer experiences of your business in this video by Mr. Snow. This vlog is created by Dennis Snow : Following a rewarding 20-year career with Walt Disney World, Dennis Snow is now the CEO of Snow & Associates.

Self Service 78

Self Service Customer Experience Management Video 78

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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

Esteban Kolsky

JUNE 5, 2018

I wrote before this: AI will never match human intelligence because it lacks the three I’s: Intuition. Imagination. Innovation. These things can be programmed, of course – everything can, but even if programmed are not going to “continue to grow on their own” as human’s do. The lack of any of the three, or the three, is what distinguishes humans from machines today (among many, many, many other things) and somewhat the final frontier in AI becoming a more powerful e

Innovation 60

Innovation Transportation Course Data 60

Second to None

JUNE 5, 2018

The following article is a guest post submitted by Junaid Ali Qureshi. He is a digital marketing specialist who has helped several businesses gain traffic, outperform competition and generate profitable leads. His current ventures include Progostech , Magentodelvopers.online.eLablez, Star Leads.ae, Progos Tech and eCig. . If you are interested in submitting a guest post to the Second To None blog, please reach out to danielb@secondtonone.com with your idea.

B2B 63

B2B Strategy Customer Journeys Voice of Customer 63

Esteban Kolsky

JUNE 5, 2018

Earlier today, at SAPPHIRE (their annual show for and with customers), SAP released C4/HANA, their final attempt at getting the CRM story right. In short, if they would’ve used this storyline back in the mid-2000s, SAP would’ve likely become a key player and potentially even the leader after the acquisition of Siebel + PeopleSoft. Today?

CRM 60

CRM Ecommerce Technology Data 60

Truthlab

JUNE 5, 2018

Reading Time: 3 minutes Mobile first design should start like an episode of A&E’s TV show Hoarders finishes with some asking the basic questions around need vs. want. Taking a de-cluttering philosophy and applying it to the web. But instead of picking up each pair of socks in your bureau and asking yourself, “Do I love this? Will this […].

Customer Experience Design 54

Customer Experience Design Customer Experience Customers 54

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

inSided

JUNE 5, 2018

You have probably received an absolute ton of GDPR related emails coming from other vendors, and that’s a good thing. Your data should be a priority, and we would like to tell you more about the steps we have taken at inSided to ensure that every individual’s data is safe, and all rights concerning their control over that data are correctly upheld.

Data 53

Data 53

Andrew Mcfarland

JUNE 5, 2018

For nearly three (3) decades there has been a notion, the service recovery paradox (SRP), that companies recovering from a poor experience earn stronger customer loyalty than companies who deliver an excellent experience in the first place. But is the.

Loyalty 48

Loyalty Customer Experience Company Customers 48

ERDM

JUNE 5, 2018

Article by Ernan Roman Featured on TheDMA.org “We are people and want to be treated as individuals, with individual needs, regardless of whether we are in an office or at home!”. This statement reflects powerful findings from BtoB and BtoC research conducted by our firm, ERDM , which indicate all-time highs in frustration with poor CX and personalization.

Touchpoint 49

Touchpoint Retail Engagement Tips 49

West Monroe

JUNE 5, 2018

I just returned home after spending the last seven months working with The World Literacy Foundation , a small organization in Australia dedicated to bringing quality education to off-the-grid communities. When I’m not volunteering abroad, I am a 3 rd -year consultant focused on implementing CRM solutions for my firm’s clients in the States. My company, West Monroe Partners, sponsors a select few employees every year to take an extended amount of time off to volunteer with an organization of the

Resources 49

Resources Technology Conference Course 49

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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

Think Customers

JUNE 5, 2018

Customer service is evolving, and while brands begin to implement the latest tools in automation and AI, genuine human values never go out of style. Zendesk’s latest event “The Future of Customer Experience” dove into the impact and need for authentic interactions as people and technology become interchangeably connected. Just last year a survey by Stackla found that an 86 percent of customers believe that authenticity is a key factor in deciding what brand gets their business.

Conference 45

Conference Survey Connections Brands 45

Forrester's Customer Insights

JUNE 5, 2018

Nearly all firms want to do more with data science. However, executives and data scientists alike are frustrated by the difficulty of turning new initiatives into business impact at scale. Outside of well-established use cases – such as risk scoring or optimizing search results – data scientists regularly complain that their solutions can take months […].

Data 51

Data Analytics 51

PK

JUNE 5, 2018

Last week Lenati wrapped up our time in Florida at Loyalty Expo 2018. It was great to connect with clients and industry leaders, here’s a few highlights: On Tuesday Vans and Lenati took the stage to present on Van’s new program, Vans Family. Sharing how Vans’ deep understanding of its own culture and history provided a platform to launch their loyalty program, which has resulted in incredible market demand since launch.

Loyalty Programs 40

Loyalty Programs CRM Loyalty Conference 40

CXApp

JUNE 5, 2018

Wow. We’re sure you realize it, but we’re already halfway through the year. It seems like only yesterday we were looking ahead at 2018, trying to discern where things were headed. Today, we’ve witnessed nearly six months worth of market trends, or more specifically how things are shaping up for the year ahead.

Trends 40

Trends Strategy Marketing Data 40

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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?

Customer Experience

CSM Magazine

JUNE 5, 2018

It’s never fun having to lay off workers, particularly those who are loyal and have been with the company for a long time. However, there are things you can do to handle the situation more effectively, and to ensure you don’t end up with laid-off employees who are badmouthing the company to everyone they speak to. Read on for some tips to follow the next time you have to regretfully say goodbye to part of your workforce.

How To 40

How To Social Media Communication Tips 40

Forrester's Customer Insights

JUNE 5, 2018

CX professionals often fall victim to the top-down HiPPO approach to prioritization; HiPPO being an acronym for the “Highest Paid Person’s Opinion” – where priorities are set by the CEO or other senior management based on gut and experience rather than actual underlying data. Case in point, Hilton hotels digital team often received “suggestions” from […].

Hotels 29

Hotels Management Data Customer Experience Management 29

CSM Magazine

JUNE 5, 2018

As millennials rise towards the movement of social responsibility, 70% of them claim to spend more on brands that support charitable causes. When it comes to brand purpose and social responsibility, evidence shows that “giving back” will also build profitable success. In fact, aiding in sponsorship is predicted to reach $2.14 billion by 2019, making it a vital key to boosting reputation sales, and the overall morale for your business, employees, and the local neighborhood.

Customer Engagement 40

Customer Engagement Engagement Sports Culture 40