Vonage

JULY 15, 2016

I was recently preparing for an overseas trip and needed information about international calling plans for my mobile phone. I asked my assistant to call my carrier and inquire about the best plan for my needs. Sounds simple, right? Just call and get the information then sign up for the best plan. But it wasn’t that easy. . Without going into all the details, my assistant called, but what she was told didn’t seem to make sense.

Customer Service 146

Customer Service Self Service Customer Service Representative Customers 146

OpinionLab

JULY 15, 2016

I recently attended Forrester’s CXNYC conference. Forrester’s events are a great bellwether for the state of CX. Their analysts have long been active in the CX space and conferences like CXNYC are full of CX stories from the trenches. The overarching headline from the conference was that “growth without CX is not sustainable”. Here are a couple of supporting themes I observed to this main takeaway: CX simplicity is vital but hard to achieve.

Handbook 73

Handbook Conference Customer Centricity Culture 73

ShepHyken

JULY 15, 2016

This week on our Friends on Friday guest blog post my colleague, Tom Hoffman shares a personal story that translates into a great lesson for the customer experience. We must always be looking for new and different ways to improve upon the customer experience. – Shep Hyken. My daughter Caroline’s class recently had their 8th grade formal. Leading up to the dance, her friends informed her that a certain boy was planning to invite her.

Customer Journeys 68

Customer Journeys Customer Experience e-support Case Study 68

Win the Customer

JULY 15, 2016

The saying “the customer is always right” has been around for so long that we seldom give it much thought. The real question, however, is whether or not it’s true. If you have a business, it’s crucial to satisfy your customers. It’s hard to deny that you must make your customers’ needs a priority. Let’s look at four facts that prove this assertion.

Study 71

Study Customers Sales Trends 71

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Amity

JULY 15, 2016

“I want your job” Who has been in a leadership position and not heard that at least once from a candidate in response to asking about their career objectives? I was no different when I was younger but I was probably not as brash. I knew early on in my career that I wanted to run my own Customer Success team and had a mission of creating the best customer experience possible.

Customer Success 61

Customer Success Leadership Sales Tips 61

Topdown

JULY 15, 2016

Customer communications management (CCM) has traditionally had an operational focus. The primary goal for many, many years was to contain the costs related to document output, printing, and mailing. This is a clear example of inside-out thinking; the customer was an afterthought to operational efficiencies. Today, companies obsessed with continuously improving their customer experience (CX) are taking an outside-in approach.

Communication 58

Communication Customers Examples Customer Experience 58

Amity

JULY 15, 2016

“I want your job” Who has been in a leadership position and not heard that at least once from a candidate in response to asking about their career objectives? I was no different when I was younger but I was probably not as brash. I knew early on in my career that I wanted to run my own Customer Success team and had a mission of creating the best customer experience possible.

Customer Success 48

Customer Success Leadership Sales Tips 48

Daniel Group

JULY 15, 2016

Over the past month or so, Laura, my wife, and I have been traveling throughout the Midwest visiting clients and prospects. The visits have been great, and it is always helpful to get out of the office and learn about. Read More. The post Brand Promises for Better Service Experiences appeared first on The Daniel Group.

Brands 46

Brands Travel Groups Customers 46

Amity

JULY 15, 2016

“I want your job” Who has been in a leadership position and not heard that at least once from a candidate in response to asking about their career objectives? I was no different when I was younger but I was probably not as brash. I knew early on in my career that I wanted to run my own Customer Success team and had a mission of creating the best customer experience possible.

Customer Success 48

Customer Success Leadership Sales Tips 48

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Communication

Customer Interactions

JULY 15, 2016

Interesting stuff in this week’s CMO Perspectives with a look at new insights from a study conducted by Forrester Research that claims that 2/3 of CMOs are now taking complete ownership of the CX. We featured two pieces about this new report, one from B2BMarketing.net and another by Laurie Sullivan at Mediapost.

Marketing 29

Marketing Study Report 29

Amity

JULY 15, 2016

“I want your job” Who has been in a leadership position and not heard that at least once from a candidate in response to asking about their career objectives? I was no different when I was younger but I was probably not as brash. I knew early on in my career that I wanted to run my own Customer Success team and had a mission of creating the best customer experience possible.

Customer Success 48

Customer Success Leadership Sales Tips 48

ijgolding

JULY 15, 2016

I have written and spoken many times over the last few months about the current state of customer feedback mechanisms. Whilst a number of new, innovative ways of capturing customer feedback do exist, the majority of organisations around the world continue to seek customer opinion through traditional survey techniques. It is indisputable that listening to the perceptions of your customer is vital for any aspiring customer centric company – yet are companies really set up to actually listen?

Connections 175

Connections Feedback Airlines Survey 175

Amity

JULY 15, 2016

“I want your job” Who has been in a leadership position and not heard that at least once from a candidate in response to asking about their career objectives? I was no different when I was younger but I was probably not as brash. I knew early on in my career that I wanted to run my own Customer Success team and had a mission of creating the best customer experience possible.

Customer Success 48

Customer Success Leadership Sales Tips 48

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Eptica

JULY 15, 2016

Date: Friday, July 15, 2016 How to embrace change and become a customer-adaptive enterprise. Published on: July 15, 2016. Author: Laurence Chami Change is the watchword for business today. Disruption is happening in virtually all industry sectors as new entrants shake up markets and introduce innovative business models, supported by technologies that can radically streamline operations, slash costs or create new ways of meeting customer needs.

Omni-Channel 52

Omni-Channel Multi-Channel How To Contact Center 52

LiveChat

JULY 15, 2016

The Web loves customer service stories which can be found across social media, but did you know that some of them would never see the daylight without social media monitoring tools? Check out this little gem from Tesco Mobile: Social media genius. Want to know how they even found Mr Joe Lee’s tweet? They are smart enough to use social listening. To be fair, Tesco Mobile did more than one thing right here: not only did they use social media monitoring to discover a conversation about them without

Social Media 43

Social Media How To Call Center Tips 43

Avaya

JULY 15, 2016

Our interactions are increasingly digital. The world is becoming more mobile, more social, and in a word, smarter. With buzz phrases like actionable analytics, internet of things, advanced machine learning, and information of everything—it is our responsibility to increasingly integrate cutting-edge technology and smart solutions for a smart digital world into our everyday interactions.

Sports 41

Sports Data Entertainment Social Media 41

CSM Magazine

JULY 15, 2016

The internet is no more a mere source of information or a gateway to social media networks. Its role has become much more complex. Now it can be perceived as a crowdfunding hub and a cradle for international projects and business. Hence, players willing to deepen their footprint in the marketplace go online. The healthcare sector does not lag behind, and many organizations and institutions like hospitals have already launched their websites.

Healthcare 63

Healthcare Hospitality Social Media Customers 63

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