Beyond Philosophy

JULY 19, 2018

We all have a Status Quo Bias when it comes to decision making. Also called Status Quo Inertia, the Status Quo Bias is our preference to keep things the same or maintaining a previous decision. Your customers have one, too, and you can use it to get them to do what you want in your Customer Experience. In the 80s, two professors, William Samuelson and Richard Zeckhauser wrote an article for the Journal of Risk and Uncertainty called, “ Status Quo Bias in Decision Making.

Policies 199

Policies Customer Centricity Government Video 199

InMoment XI

JULY 19, 2018

This is an article written by MaritzCX in which the nature of survey questions are examined and connections to business results are illustrated. The placement of certain key survey questions – particularly the overall satisfaction question in a customer satisfaction questionnaire – has been extensively debated among academics, suppliers, and clients.

Survey 200

Survey Customer Satisfaction Connections Customers 200

Quadient

JULY 19, 2018

Digital business transformation is a must if financial institutions want to keep pace with customer experience expectations. According to Peter Wannemacher, Principal Analyst at Forrester, many financial institutions are moving towards an omni-channel, digital experience but, unfortunately, they are not keeping pace with shifting customer behaviours and expectations.

Omni-Channel 40

Omni-Channel Financial Customer Experience Customers 40

UJET

JULY 19, 2018

It's Friday. You're queuing up emails for next week's big product announcement when all of a sudden your email service stops working.

Customers 297

Customers Customer Experience 297

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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

GetFeedback

JULY 19, 2018

Customer feedback makes Salesforce even more powerful. When survey results live on the customer record, you not only gain visibility into your customer experience, but you can use those insights to drive action across your business. Today, we’ll share a few simple tips on improving visibility and driving action with Salesforce survey data. 1. Create a Salesforce survey dashboard.

Tips 240

Tips Survey Data Net Promoter Score 240

GetFeedback

JULY 19, 2018

Customer feedback makes your CRM even more powerful. Here are a few simple tips on improving visibility and driving action with Salesforce survey data.

Tips 170

Tips Survey Data CRM 170

Oracle

JULY 19, 2018

Marketers are constantly asking themselves the same question: What makes our customers tick? They ask this question because every brand wants to deliver more of what people want and less of what they don’t. It’s a question that has become harder to answer in today’s digital world. Consumers now have more choice than ever before, and their expectations can appear to change on a daily basis.

Entertainment 74

Entertainment Sports Ecommerce Comparison 74

SurveyGizmo

JULY 19, 2018

Many companies understand the value of customer experience but lack the analytics needed to strategically scale. While 75 percent of organizations believe themselves to be customer-centric, only 30 percent of consumers agree, according to Capgemini. In today’s digital landscape, it’s statistics like these and many others correlate long-term success and revenue growth with a company’s overall customer experience (CX).

CRM 65

CRM Technology Data Net Promoter Score 65

Prophet

JULY 19, 2018

As we move into summer, we continue to see many interesting shifts in the world of brand. Some of the things we reported on earlier this year – AI, relevance and storytelling – are still top of mind, but moving forward, I see the following trends shaping the next several months: 1. Brand and Experience […]. The post 4 Brand & Customer Experience Trends for the End of 2018 appeared first on Brand and Marketing Consultancy | Prophet.

Trends 64

Trends Brands Customer Experience Consulting 64

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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

One Millimeter Mindset

JULY 19, 2018

Achieving professional performance consistency is both a target for some professionals as well as a never-ending quest, for others. Why is that? Do you recognize yourself in any of these three professional performance scenarios? Do you target professional comfort or discomfort when you create output and outcomes, on behalf of clients? Is your workforce a mixed-bag of professionally inconsistent performers?

Innovation 55

Innovation Customer Retention Engagement Industry 55

ReviewTrackers

JULY 19, 2018

Businesses that rank highly in local search engine results are more likely to attract visitors, drive conversions, and increase sales. In fact, according to research: 92 percent of search users and consumers choose a business that appears on the first page of local search results. And approximately 53 percent visit a business within 48 hours of performing a local search.

Social Media 50

Social Media Consumers Tips Sales 50

Playvox

JULY 19, 2018

With call center turnover rates at 25%-35%, it can be a challenge maintaining quality customer service. The success of your organization depends on your staff, and if you are experiencing high turnover rates, you need to ask yourself why and how can you reduce call center turnover. Not to mention, high call center turnover rates are heavy on the wallet.

Call Center 50

Call Center Training Customer Service Customers 50

Ann Michaels and Associates

JULY 19, 2018

The use of automation in customer service (think chat bots and automated email responses) is becoming more common these days due to its ability to increase efficiency and reduce the burden on human workers. However, in certain circumstances, human intellect, emotional intelligence, and empathy are needed to resolve a problem. As technology becomes more capable and lines are blurred between humans and machines, customer-centric companies will need to determine the most appropriate circumstances i

Chatbots 40

Chatbots Self Service Consumers Customer Service 40

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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

Helen Dewdney

JULY 19, 2018

School holiday time is upon us again. For many people this will mean taking a flight abroad to a favourite destination. But it is now more likely than ever that you will encounter problems with your flight. The International Air Transport Association (IATA) has recently revealed that delays so far this year have already more than doubled, compared to 2017.

Airlines 31

Airlines Travel Transportation Hotels 31

Forrester's Customer Insights

JULY 19, 2018

We’ve officially retired our ‘Content Marketing Playbook’ We’re still doing research on content and content strategy, but – as we said about two years ago – the utility of talking about ‘content marketing’ just isn’t there anymore.

Marketing 22

Marketing Strategy Customers 22

Customer Bliss

JULY 19, 2018

“You can’t change Rome in a day. You need a plan and you need to take baby steps,” said Sue Martin Homes , Global VP of Customer Service at Newegg , the leading tech-focused e-retailer in North America. In today’s lively chat with Sue, we talk about her customer service experience and leadership that paved the way for her success in transforming the CX culture at Newegg, a multi-billion dollar company that has been customer-focused since its inception.

Customer Focused 129

Customer Focused Multi-Channel How To e-support 129

Forrester's Customer Insights

JULY 19, 2018

People are pragmatic, and they predictably think they’re rational — which is great. It’s been reported pretty extensively that the Russian government interfered in the last US presidential election. It’s not a stretch to say that most Trump voters would acknowledge Russian interference as a fact. It’s also unlikely any of them would acknowledge that Russian […].

Government 33

Government Report Customers 33

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