Experience Matters
JUNE 7, 2017
Temkin Group announces the release of the 2017 Temkin Trust Ratings. Based on a study of 10,000 U.S consumers, the ratings benchmarks the level of trust that consumers have with 329 companies across 20 industries. H-E-B and Mercedes-Benz tied for the tops spots, followed closely by USAA (for banking and insurance), and Navy Federal Credit […].
Kerry Bodine
JUNE 7, 2017
For the past two years, I’ve participated as a member of the jury for the Service Design Award , presented by the Service Design Network. In this role, I’ve gotten to review inspiring design work from around the globe. This year, I’m honored to serve as the head of the jury. Here’s a bit more about the award: The Service Design Award recognizes work of an exceptional standard in the field of service design by both students and professionals.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
NICE inContact
JUNE 7, 2017
What brands come to mind when you think of good customer service? Immediately for me, it’s USAA, Amazon and Nordstrom. USAA is always available, offers multiple ways for me to contact them, is always pleasant and gets me to a resolution almost always on the first try. Amazon, again, provides me with multiple ways to contact them, and has a great self-service service site.
Kerry Bodine
JUNE 7, 2017
JetBlue built its brand on being a different kind of airline. At a time when other US-based airlines were cutting leg room, eliminating meals, and charging for bags, JetBlue gave flyers room to stretch, provided free yummy snacks, and resisted financial pressure to nickel and dime its customers with fees. The airline seemed to know it had a good thing going.
Advertisement
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.
Experience Matters
JUNE 7, 2017
Temkin Group announces the release of the 2017 Temkin Trust Ratings. Based on a study of 10,000 U.S consumers, the ratings benchmarks the level of trust that consumers have with 329 companies across 20 industries. H-E-B and Mercedes-Benz tied for the tops spots, followed closely by USAA (for banking and insurance), and Navy Federal Credit […].
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Beyond Philosophy
JUNE 7, 2017
Trust in the four major global institutions, namely government, business, media and non-government organizations, has taken a massive knock in the last several months, to the point where rebuilding trust has not only become a nice-to-have, but an absolute imperative, if these institutions are to survive. This is according to the 2017 Edelman Trust Barometer , a survey which tells a pretty dire tale of the disintegrating trust people feel in established institutions.
ShepHyken
JUNE 7, 2017
Every week, I’m asked, “What is changing in customer service?” The expected answer is that I’ll talk about all the new ways customer service and support is conducted – and I do. There’s self-service solutions that include robust frequently asked questions and video. There’s social media customer service with multiple channels like Facebook and Twitter.
CX Journey
JUNE 7, 2017
Image courtesy of GMC Software Do you need one? A customer experience leader, that is. There's an alphabet soup of letters thrown together to title the customer experience leader role, whether it's CCO, CXO, CCXO, etc. They all lead to the same definition: the C-level executive who champions, or advocates for, the customer and his needs throughout the organization.
ReviewTrackers
JUNE 7, 2017
Customer experience looked very different in the early 1900s than today. At that time, customers were just beginning to experience the option to return items, for example. This type of experience was unique and part of a new type of consumer culture. Today, customers still want an experience that exceeds their expectations, but the experience itself has transformed to become more complicated and complex than ever before.
Advertisement
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.
mopinion
JUNE 7, 2017
The technology industry is an intensely competitive one and as such, the key to survival for businesses in this industry is often constant innovation and meeting the needs of their customers. With this, the online customer journey for tech companies can be quite complex. In addition to focusing on the more traditional parts of the […]. The post What does the online customer journey look like for tech companies?
iPerceptions
JUNE 7, 2017
It has been another eventful month for customer experience innovations and advancements. There is a lot to process from the month of May. So let's dive right into it and look at some of the biggest customer experience stories and trends.
Happy or Not
JUNE 7, 2017
Losing customers is always hard, but it doesn’t have to be the end of the story. While you may think you know why your customer left, it’s likely that you don’t actually know what’s wrong, and unless you really discover their reason for unhappiness may never be certain. Unfortunately, losing customers is all too easy if you don’t understand their needs or listen to their feedback.
Eptica
JUNE 7, 2017
Date: Wednesday, June 7, 2017 How the insurance sector is failing to rise to the digital CX challenge. Published on: June 07, 2017. Author: Pauline Ashenden The insurance sector has experienced dramatic disruption in the wake of the digital revolution, with nearly 80% of customers now preferring to purchase insurance products via digital channels according to research by Bain.
Advertisement
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,
Confirmit
JUNE 7, 2017
Judging the ACE Awards , our program that recognizes Confirmit customers who are really embracing best practices in customer experience, is always an interesting task. While I work closely with many customers, there are always new stories I wasn’t aware of and it’s fascinating to see how, year-on-year, the bar is raised when it comes to what constitutes a great Voice of the Customer program.
Talkdesk
JUNE 7, 2017
In your current sales process, what happens to your phone conversations after the call ends? You input notes, do after-call work, schedule a follow-up call, but the actual conversation is over. You can’t go back and replay important parts to log details or analyze the call for mood changes. What if all of your sales calls were automatically recorded and filed in your CRM so you could go back and relive that conversation any time you wanted?
dscout People Nerds
JUNE 7, 2017
A round up of the personal mantras that People Nerds live and work by.
Verint
JUNE 7, 2017
Many companies around the world use customer conferences to build strong, long-lasting relationships with customers. From registration to closing, every interaction—even the brief ones—between your customers and your employees can make a big difference for conference attendees. We decided to take a close look at our annual Engage customer conference through the lens of our CX program.
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.
Amity
JUNE 7, 2017
Whether we are a small bootstrapped team or a large resource-rich one, we always find ourselves having to do more with less. As a leader, I always find myself thinking, “How can Customer Operations work smarter, not harder?” I am not opposed to hard work, but in the era of technology, artificial intelligence, and tools galore, it would be silly not to take advantage of all that is offered.
Expert insights. Personalized for you.
262 
Let's personalize your content