Experience Matters
AUGUST 29, 2017
Temkin Group has labelled 2017 The Year of Purpose, so we have been examining the topic of purpose across many different angles. One of the areas we are interested in is the impact that a person’s level of purpose and meaning has on how they behave as an employee and customer. It turns out that it has a pretty significant impact in both of these areas.
InMoment XI
AUGUST 29, 2017
In Part 1 of this multi-part blog post, I reviewed what CX professionals face when evaluating CX assessments in the marketplace. While there’s no silver bullet to CX roadmapping and action planning, assessing your needs and prioritizing your opportunities is not an impossible task. At least, it’s not impossible when you have good data, a. View Article.
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Customer Bliss
AUGUST 29, 2017
Episode Overview. Rhonda Basler and I discuss how Hallmark Business Connections is helping companies build bonds with their customers — by extending their own products and services. A very intriguing dimension of a company we all know so well, and you’ll be intrigued to hear how customer experience is a key part of how they help companies grow.
InMoment XI
AUGUST 29, 2017
In Part 1 of this multi-part blog post, I reviewed what CX professionals embarking on CX improvement efforts face when evaluating CX assessments in the marketplace. While there’s no silver bullet to CX roadmapping and action planning, assessing your needs and prioritizing your opportunities is not an impossible task. At least, it’s not impossible when.
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Uniphore
AUGUST 29, 2017
Who wants to be a customer experience manager? A relatively new job title in the customer service space, customer experience manager is more than just a fancy title – it is the glue that holds the customer service center together. Read More.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Michelli Experience
AUGUST 29, 2017
I am convinced that if you want to offer consistently outstanding customer experiences, you will need to align your organization around a fundamental belief. Namely, that “people are intrinsically good.”. Philosophical and Practical. Okay, this blog may seem a bit esoteric and in the purview of philosophers, not business leaders. We all know that philosophers, have debated the nature of humankind from time immemorial.
Genroe
AUGUST 29, 2017
With deference to George Harrison’s classic song lyric… Without a clear and well defined buyer personas, you risk creating customer experiences that frustrate and annoy customers while simultaneously driving up your cost to service them. Frustrated customers complain more and more loudly. Whereas, creating a customer experience that matches your customer personas drives customer satisfaction, […].
mopinion
AUGUST 29, 2017
Internet privacy and more specifically, the use of session recording tools have been a hot debate in recent months. While regulators and industry leaders concern themselves with how marketers will use the recorded sessions collected from these tools, there are also concerns regarding the social and criminal impact of storing personal, privacy-sensitive data without the […].
SurveyGizmo
AUGUST 29, 2017
The following post is part of a series that will help inform readers about the importance of Customer Experience. The series will provide best practices and tactics for turning your customers into loyal advocates of your brand. I came across the term, “data-driven customer science” for the first time when I read it in an article that appears in the American Marketing Association.
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Team HGS
AUGUST 29, 2017
3 Ways to Rethink Customer Service in the Subscription Economy. Posted by Mark Beattie, HGS UK Director, EMEA Business Development. It’s the rise of the subscription economy. What started with newspapers and magazines has now evolved to real-time, contextual, and personalized product ownership experiences. Think Stitch Fix, Blue Apron, and Zipcar. Customers are buying differently these days.
ReviewTrackers
AUGUST 29, 2017
This article was written by Sydney Frazer. As a Program Manager at Glassdoor , Sydney works with hundreds of accounts across universities, libraries, and blogs, helping provide them with content and tools to aid job seekers and employers. Outside of work, Sydney enjoys running, hiking, and searching for the perfect burrito. When you are about to make a big purchase decision — to buy a new laptop, invest in a backpack for your next wilderness excursion, or upgrade your fridge — you probably do yo
Provide Support
AUGUST 29, 2017
Google Analytics and Live Chat Integration – Plan, Measure, Evaluate, Improve. Success of business promotion is based on planning, measurement, evaluation and improvement. To be effective on every of these stages a marketing department should know the objectives of the business and how to apply them into analytical tools. Live chat software often plays a key role in converting a visitor to a consumer.
ShepHyken
AUGUST 29, 2017
Utilize thought leadership in your consulting business with these 6 strategies.
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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.
CXApp
AUGUST 29, 2017
When it comes down to the grit and grime of business and marketing - there’s only so much you can control. What and how your existing and prospective customers perceive you is a delicate 50/50 balance. Yes you can perform your due diligence and publish ads, provide 24/7 support, create great marketing material etc., those are competitive differentiators you can control.
ForeSee
AUGUST 29, 2017
We live in an era of divided opinions, much of which was amplified in the last presidential election. You need only glance at news headlines on any given day for confirmation. And for many citizens, myself included, this means a great deal of uncertainty with our government. While stability may seem hard to come by, nothing further could be true when it comes to citizen satisfaction with E-Government according to our latest research.
Talkdesk
AUGUST 29, 2017
This piece was originally written by Bony Simi, president at JetBlue Technology Ventures, for Opentalk magazine. You don’t often hear anything positive when the words customer service and airlines are in the same sentence. You might not even put humanity and air travel in the same sentence. But 16 years ago we at JetBlue were determined to try something new.
ShepHyken
AUGUST 29, 2017
Nick Francis Shares How to Create a Customer-Centric Company. How would you like to increase customer loyalty? Shep Hyken interviews Nick Francis, CEO of Help Scout and thought leader in the customer service support world. First Up: Shep Hyken’s opening comments focus on introducing Nick Francis and his company Help Scout, and the recent fireside chat they had at a recent customer service and support conference.
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Grade.us
AUGUST 29, 2017
Have you ever had a negative review? A negative review from a satisfied customer , one who told you they were satisfied? It’s a frustrating experience. Sometimes their review isn’t negative, it’s just meh. There’s a hidden trigger to negative reviews. This trigger, if mismanaged, dramatically increases your odds of receiving a negative review.
Verint
AUGUST 29, 2017
Delivering superior customer experiences is a top challenge facing many organizations today. Maybe the top. The abundance of communication channels includes phone, web, mobile apps, chat and social channels—which add varying complexities to meeting these CX challenges and truly understanding customer sentiment. More traditional tools such as surveys and feedback mechanisms only go so far in the digital world.
OpinionLab
AUGUST 29, 2017
Omnichannel CX and how to optimize across channels is a huge challenge in today’s increasingly digital world. And with little wonder. A google of “omnichannel CX stats” and “omnichannel stats” quickly reveals that: 98% of Americans switch devices in the same day ( Google ). businesses that adopt omnichannel CX strategies achieve 91% better year-over-year retention rates ( Aspect Software ). 87% of customers think brands need to put more effort into providing seamless omnichannel CX ( Zendesk ).
Helen Dewdney
AUGUST 29, 2017
Today, 29/08/17 despite pressure from consumer groups, the Financial Conduct Authority confirmed that it will introduce a deadline for making new payment protection insurance (PPI) complaints. It is quite ridiculous that this deadline should be introduced, the only benefit is for the financial institutions! Although the FCA has told them to contact customers regarding PPI, many have failed to do so and the onus is on the consumer to contact the company.
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.
COPC
AUGUST 29, 2017
Everyone knows providing a customer with a great experience increases the chances of repeat business, improved brand opinion and, hopefully, brand loyalty and advocacy. But what is the impact when a brand provides a great experience for the people we cherish most? In this edition of CX Stories, we hear from three COPC Inc. employees who experienced exceptional customer care not for themselves, but for their children.
Clarabridge
AUGUST 29, 2017
Ok, did that drastic title scare you into reading this blog post? Good, I wanted to grab your attention. But, before you think things are too bleak, let’s level set. Maybe ‘failing’ was a strong word but here is the truth: Your CEM Program is only as good as how far you distribute the VOC data. So, admit it, are you a data hoarder? Do you create report after report, visual after visual and never share it beyond your customer experience management (CEM) team?
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