ijgolding
SEPTEMBER 26, 2016
I have been in the world of work since 1995. Akin to bringing up children, it is quite amazing how time flies!! When I left University all those years ago, I had little idea where my path of employment was going to take me. Today, as the master of my own destiny (a business owner), I often look back at my years as an employee with a real mixture of emotions.
Steve DiGioia
SEPTEMBER 26, 2016
This original article was written by Steve DiGioia. Customers appreciate your positive attitude. They prefer to buy from those they like and those that have their best interest at heart. Here’s a post adapted from my book that shows it works in the restaurant industry. Assume the sale. This is one of those phrases that is drilled into the head of any good salesperson.
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Beyond Philosophy
SEPTEMBER 26, 2016
We all have habits. Some of them are good, and some, well, aren’t. But for good or ill, habits drive our behavior every day, and even more so when we are customers. In my latest book, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level , Professor Ryan Hamilton of Emory University and I explore habits and their influence on how customers behave.
Customers That Stick
SEPTEMBER 26, 2016
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Wired and Dangerous
SEPTEMBER 26, 2016
Noted small business guru Jim Blasingame talks often on his syndicated radio about the importance of “loving up” your customers in today’s highly competitive marketplace. He encourages his listeners to be certain they train their employees on the appropriate ways to “love up” their customers and to ensure they never miss the opportunity to demonstrate their prowess at “loving up” customers.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ShepHyken
SEPTEMBER 26, 2016
Each week I read a number of customer service articles from various online 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. Contact Center Satisfaction Negatively Impacting the Customer Experience by Andrew Berger. (Telecompetitor) Contact center satisfaction has worsened over the last two years despite investments in new customer engagement channels, according to new market research released by BoldChat.
Kerry Bodine
SEPTEMBER 26, 2016
Join us for a hands-on customer journey mapping workshop in the heart of San Francisco! I’m thrilled to announce our next open enrollment workshop: November 2, 9:00 – 5:00 & networking cocktails. November 3, 9:00 – 4:30. Whether you’re just getting started with customer journey mapping or looking for a methodology refresh, our two-day interactive workshop will help you develop the skills and know-how you need to effectively employ journey mapping within your organization.
natero
SEPTEMBER 26, 2016
"As we shifted away from firefighting mode and transitioned to more closely resemble an Integrated CSM model, the importance of proactively driving value with our key accounts came into focus.". The last eighteen months at DocSend have allowed us to experiment and standardize different proactive customer touchpoints. I’m proud to be able to say that we’ve renewed and expanded nearly all of our strategic accounts.
Avaya
SEPTEMBER 26, 2016
In a recent blog , I mentioned my sister-in-law’s frustration at not being able to use her smart phone for work purposes and how many businesses are struggling with the mindset change required for real digital transformation. That’s not to say that there aren’t valid business concerns about bring-your-own-device (BYOD) and mobility generally.
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ForeSee
SEPTEMBER 26, 2016
The basic definition of a “benchmark” is a standard or point of reference to which something can be compared. The way it relates to customer experience isn’t much different; ForeSee’s. The post Understanding the power of ForeSee benchmarks appeared first on ForeSee.
Amity
SEPTEMBER 26, 2016
Customer Success Managers are accountable for building and nurturing the on-going relationship with clients. This is broadly focused on understanding your client’s key business goals, becoming a trusted advisor, and establishing healthy relationships with decision makers that will drive the direction of your partnership with them. However, in SaaS businesses today there’s often a struggle to define what this accountability means in terms of strategy delivery versus operational delive
Gold Research
SEPTEMBER 26, 2016
With the variety of products and services available to customers, many companies are interested in identifying how their customers find and select them and their products & services. Many try journey mapping and market research, many times with limited success due to the complexity of turning awareness into a purchase. However, some companies are highly successful at this – turning this insight into accelerated purchase journeys, eliminating the “friction” in the shopping process, improving
MyCustomer
SEPTEMBER 26, 2016
Engagement 9 sample customer journey maps to learn from
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Natalie Petouhof
SEPTEMBER 26, 2016
Tweet The only way to build a truly innovative and collaborative culture is to give everyone a voice. In working with Dialed, I just completed some ROI research to understand how quickly, easy and affordable it is today to plug every employee into your business with a very innovative phone system. They way it works is that Dialpad turns all of your devices into your business phone, letting you make high-definition calls over Wi-Fi or your carrier network from anywhere.
Talkdesk
SEPTEMBER 26, 2016
Customer satisfaction surveys, or CSAT surveys, are commonly used in call centers to meaningfully measure how customers feel about the service received post-call center interaction. There are many ways to collect this customer feedback. Selecting the right method can allow your team to increase response rates, helping you better understand the effectiveness of your call center team and improve the service level.
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