Customer Bliss
AUGUST 31, 2017
About 500 Southwest Airlines customers were stranded at Houston’s Hobby Airport last Sunday morning once the Hurricane Harvey flooding began and the FAA shut down Hobby. What did Southwest do? Something great from a CX perspective. Step 1: They got permission from the FAA to find a way to fly out the 500 or so passengers and work with the FAA on the security and legal nature of it.
QuestionPro Audience
AUGUST 31, 2017
It’s no secret that happy, loyal customers are your business’s most valuable asset; a loyal customer is worth up to 7x more than a new one! For that reason, consumer-facing companies find it essential to have some type of customer loyalty program. From the ubiquitous and tech-savvy Starbucks App to the paper punch card at the cafe down the street, there’s a solution available for every type of business at every price point.
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InMoment XI
AUGUST 31, 2017
For the last couple of decades that I have been around corporate enterprises, there have been too many CEO fads to count. Think about it: MRP, MRP2, ERP, Employee Engagement, Performance Management, Enterprise systems, Distributed systems, CRM, CEM and CX, OPX, Six Sigma, layered with black, green, yellow belt versions, then LEAN Project Management, and CPIM, View Article.
QuestionPro Audience
AUGUST 31, 2017
Our Engineering and Product teams had a great quarter in preparation for QuestionPro’s second official Engineer Appreciation Day. Huge congratulations and recognition goes to Ronak Shah, Sr. Java Developer, who was awarded for his relentless dedication and knack for problem-solving on August 22nd, 2017 in QuestionPro’s office in Pune, India. Our team of 40+ engineers gathered to celebrate their collective hard work and accomplishments throughout the second quarter.
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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.
InMoment XI
AUGUST 31, 2017
For the last couple of decades that I have been around corporate enterprises, there have been too many CEO fads to count.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
iPerceptions
AUGUST 31, 2017
Nowadays, it’s hard to find two topics that are as widely discussed in the business world as User Experience (UX) and Customer Experience (CX). Everyone knows that they want to do these things better than anyone else out there, and willing to sink a lot of resources into optimizing them.
Promoter.io
AUGUST 31, 2017
According to the data gathered by Siftery, a tool that tracks and suggests software used by businesses, companies today use an average of 37 different tools or software platforms to run their day-to-day operations. Whoa! That is an amazing fact to consider, especially when compared to how few tools businesses used just a handful of […]. The post The 45 Tools We Use to Run Promoter.io appeared first on Promoter.io Blog.
ProProfs Chat
AUGUST 31, 2017
Everyone running a business wonders at some point if what they are doing is enough for the clients and how satisfied (or dissatisfied) they might be. In our every day more competitive and automated world, something will remain and always make the difference: the human interaction of a customer service. And we all know that a satisfied customer is key for the success and sustainability of a business.
Magellan Solutions
AUGUST 31, 2017
Conducting a market validation is one of the tools commonly used by the most successful business owners. This allows them to make better-informed decisions regarding their product, positioning, target market and pricing, to name a few before they fully invest their resources on launching it. A market validation serves as the strategic business owner’s weapon against huge financial losses and wasted time that is incurred when they launch a product their target market doesn’t even need
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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.
Bold360
AUGUST 31, 2017
Chatbots are becoming the cornerstone for many customer engagement strategies. The reason being is that chatbots are efficient, becoming more effective by the day, and help take some of the strain off the customer service team. It’s the effective part I’d like to dig into. Chatbots have been around for some time, but their ability to truly enhance the customer experience has been called into question in the past.
Talkdesk
AUGUST 31, 2017
When it comes to being PCI or HIPAA compliant, Talkdesk customers have a couple of different options, but the best one is to set up custom storage using an owned AWS S3 bucket. This process will maximize the control a customer has over the call data and minimize the risk of a PCI compliance failure. Talkdesk’s Knowledge Base has a detailed article discussing the steps in this process, but we’ll discuss the basics here.
Strativity
AUGUST 31, 2017
“Effective immediately, we are placing the customer experience strategy on pause,” was the simple and unexpected message from the CEO’s office. We were already on the road rolling out an approved strategy, and the early signs demonstrated that employees were embracing the new strategy and excited about it. They saw it as a new license to go to work with a sense of purpose and the power to make an impact on people, their customers.
ForeSee
AUGUST 31, 2017
TransPennine Express is a train operating and transportation company with services between the major cities north of England and Scotland. We recently sat down with TransPennine Innovation Manager Colin Kelly to discuss how his organization. The post VOC Leaders: TransPennine explains why it pays to measure customer satisfaction (video) appeared first on ForeSee.
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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,
Clarabridge
AUGUST 31, 2017
By: Colin Dean, UK Account Director, Clarabridge. Customers are at the heart of any business and the financial services sector is no different. There are however, specific compliance and regulatory rules that must be applied, requiring a balancing act between satisfying the evolving demands of customers and at the same time, adhering to rules and cost pressures.
Verint
AUGUST 31, 2017
Engage APAC Customer and Partner Conference 2017. September 6-7; Melbourne, Australia. Verint will gather attendees from all over the Asia Pacific region and around the world for this event to highlight customer success, solution innovation, customer experience (CX) insights and best practices for maximizing customer and employee engagement. APAC Engage 2017 spans the CX journey from start to finish, featuring expert insights from industry leaders and strategies for enhancing the CX through peop
CXApp
AUGUST 31, 2017
The key component of a successful community in today's fast-paced world is to make the message fit the optimal distribution tool. We know that today's consumers, workers, and doers are mobile-first and expect on-demand experiences, so creating relevant communities with a mobile-first mindset will increase participation.
SurveyGizmo
AUGUST 31, 2017
If we were to claim our unconditional love for a metric, it would most certainly be the almighty Net Promoter Score. Not only do we share our own NPS on a weekly basis at our company meetings, but we find avenues (such as here in our blog) to write further about it. . Yet, we know that just us talking about how useful this metric is can seem rather one-sided.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
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