Michel Falcon Experience

SEPTEMBER 3, 2019

We’ve all done it. We hired someone who spoils our company culture. They spoil team alignment, alienate others and are typically only cordial to your company’s best clients. I’ve mistakenly hired these people before. But today I have guidelines that greatly increases the likelihood that I won’t hire them again. I’ll be sharing these lessons with you in this blog post and you’ll learn: How to create better job descriptions to repel these people from even applying to your company.

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Company How To Culture Hospitality 131

ClientSuccess

SEPTEMBER 3, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful.

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eBook Consulting Exercises Touchpoint 52

inmoment

SEPTEMBER 3, 2019

Over the past decade it’s become clear that customer experience (CX) and employee experience (EX) are tightly intertwined. No wonder an IBM Smarter Workforce Institute report found companies in the top quartile for employee experience see triple the return on assets (ROA) of those in the bottom quartile: Energetic, engaged workers simply serve customers better, whether they’re fielding questions in a call center or writing computer code.

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Employee Experience Measurement Customer Experience Net Promoter Score 40

Strikedeck

SEPTEMBER 3, 2019

Paul provides valuable insights into merging Customer Experience and Customer Success.

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Customer Success Customer Experience Brands Customers 63

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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

TechSee

SEPTEMBER 3, 2019

As customer service leaders envision the contact center of the future, a key question is whether agents will need to come in to work at all. After all, the costs of operating a physical contact center are immense, and the challenges of training , motivating and retaining staff remain major pain points for all B2C organizations. As more companies embrace the possibilities offered by cloud-based infrastructure, the pros of employing a distributed workforce are now beginning to outweigh the cons.

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Contact Center Self Service Contact Center Software B2C 84

Comm100

SEPTEMBER 3, 2019

This is Part two of a two-part series on HIPAA compliance for digital customer engagement. Click here for part one, which covers HIPAA fundamentals and the role of the software vendor. HIPAA compliance is far from simple, and any vendor that says otherwise is likely not offering the degree of security and/or shared responsibility that you need to engage safely in digital patient communication.

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Software Engagement Policies How To 100

ShepHyken

SEPTEMBER 3, 2019

Customer Centricity in Business. Building a Customer-Centric Company with Long-Lasting Value. Shep Hyken interviews Peter Fader and Sarah Toms. They discuss their new book, The Customer Centricity Playbook , and the “ Customer Centricity Manifesto ,” which teaches individuals and organizations how to build a customer-centric culture. The Interview with Peter Fader & Sarah Toms: A key term is CLV, which stands for “customer lifetime value.

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Customer Centricity Loyalty Programs Loyalty Metrics 93

NetBase

SEPTEMBER 3, 2019

There are five steps that CX strategies should take to ensure a successful marketing campaign launch. And we’re going to show you what each looks like and how to do it. Step #1. Revisit What Worked/Didn’t for Last Campaign Launch. Consider the following scenarios and see if any speak to your current situation: Your last campaign was wildly successful, though you’re not really sure why.

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Marketing Social Media ROI Effort Score 65

Helen Dewdney

SEPTEMBER 3, 2019

Exceeding customer expectations. Going that bit further when things go wrong. Not so long ago, I had a problem with my Tesco grocery collection which created a lot of inconvenience and caused me to complain to the local store. Being a best-selling author and consumer journalist I know how to complain and do so for others and myself on a regular basis.

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Customer Expectations Hotels How To Case Study 63

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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

Centercode

SEPTEMBER 3, 2019

Being a product manager means getting asked a lot of questions. Being a great product manager? That means asking a lot of questions in return. The desire to know more about your product, your business, and your customers is a unifying trait within the product management field.

Management 52

Management Customers 52

Andrew Mcfarland

SEPTEMBER 3, 2019

A recent article by Shep Hyken about how unethical marketing damages brand reputation struck a chord. It’s true, of course, but I’m concerned a much more deleterious effect is lurking within companies right now – misalignment. Let me explain. Unethical.

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Brands Marketing Course Company 48

Happy or Not

SEPTEMBER 3, 2019

We are happy to join the inter airport Europe 2019 trade show, the world’s leading airport exhibition […] The post inter airport Europe 2019 | 8.-11. October in Munich, Germany appeared first on HappyOrNot.

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Hero Digital

SEPTEMBER 3, 2019

Back in 2014, Hero Digital started as a four-person team united around the vision of an experience-driven future. We thought that agencies, holding companies, and big system integrators were stale, and that the world needed something different – a purpose built experience company that could not just inspire the CMO, but help turn their vision into reality.

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Banking Touchpoint Metrics Brands 42

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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

Forrester's Customer Insights

SEPTEMBER 3, 2019

Last week, an Oklahoma court ordered Johnson & Johnson to pay $571 million for involvement in “false, misleading, and dangerous marketing campaigns” that contributed to the opioid addiction crisis in the state. This case is interesting for a couple of reasons: 1) It’s the first ruling in the US to hold a drug manufacturer accountable […].

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Marketing Management Customers 51

COPC

SEPTEMBER 3, 2019

“… the technology revolution (e.g., the cloud and AI) has made everything possible and brought the opportunity for a. re-establishment of industry standards.”. — Ding Yi (Allen), Director of Customer Service. COPC Inc. recently sat down with Ding Yi (Allen), Director of Customer Service, who oversees the development of artificial intelligence (AI) in customer service at Ant Financial.

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Financial Self Service System Customer Satisfaction 40

Centercode

SEPTEMBER 3, 2019

Being a product manager means getting asked a lot of questions. Being a great product manager? That means asking a lot of questions in return. The desire to know more about your product, your business, and your customers is a unifying trait within the product management field. But surviving in today’s fast-paced tech landscape demands more than curiosity.

Management 40

Management eBook Roadmap Feedback 40

Forrester's Customer Insights

SEPTEMBER 3, 2019

The US National Counterintelligence and Security Center has deemed September to be National Insider Threat Awareness Month to increase awareness about insider threats. 2019 is the first year that we’ll be acknowledging insider threat during the month of September. Insider threat, particularly threats posed by malicious insiders, certainly deserves our attention.

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Survey 46

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

Grade.us

SEPTEMBER 3, 2019

Does perfection exist? It does in the mind of the wedding couples you're serving. Their wedding reviews will reflect this expectation. If you're a wedding industry professional - a planner, caterer, photographer, etc. your clients expect perfection. You're dealing with a layered set of expectations here. Clients want you to get things right, the first time.

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Industry Competitive Advantage Feedback Management 36

Forrester's Customer Insights

SEPTEMBER 3, 2019

Google and Facebook have dominated the digital advertising landscape for much of this decade. But in the past year, a new entrant has emerged to disrupt the digital ad duopoly: Amazon. Amazon’s revenue from advertising has skyrocketed because endemic advertisers (brands that sell products and buy ads on Amazon) have grown their Amazon ad budgets […].

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Advertising Brands Customers 45

Qualtrics

SEPTEMBER 3, 2019

We’ve all heard about companies wowing customers with extraordinary acts. However, according to bestselling author, Matt Dixon, that’s not where we should be focusing our efforts. Matt argues that what’s important is mitigating customer disloyalty. Here’s how… Watch the full webinar – 4 Essentials of Effortless CX. WATCH NOW. Bestselling author of the Effortless Experience , Matt Dixon, spent 10 years studying more than 100,000 customers around the world to find what really creates c

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Loyalty Customers Interaction Customer Service 36

Forrester's Customer Insights

SEPTEMBER 3, 2019

If you’re like many companies that we talk to, then you’re creating more images and videos because you know that’s the kind of content that engages your customers and prospects. But with more content comes more disorganization; valuable content is lost in disorganized folder systems, it’s not tagged correctly, or it lives across multiple, disconnected […].

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Video System Engagement Company 42

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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.

Training

Brandwatch CX

SEPTEMBER 3, 2019

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Data 40

Forrester's Customer Insights

SEPTEMBER 3, 2019

“I been laid off from work My rent is due My kids all need Brand new shoes So I went to the bank To see what they could do They said son – looks like bad luck Got-a hold on you. Money’s too tight to mention.” If you were around in the Eighties, you might […].

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Financial Banking Brands Strategy 38

UJET

SEPTEMBER 3, 2019

UJET leverages enterprise-grade compliance and security standards to secure its customers' data. As part of our continuing effort to comply with GDPR and other data privacy and protection regulations, UJET has finalized its certification to both the EU-US Privacy Shield and the Swiss-US Privacy Shield.

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Data Customers 15

ChurnZero

SEPTEMBER 3, 2019

ChurnZero Named 2019 SaaS Awards Winner: Best SaaS Product for Customer Services/CRM. Global Software Awards Program Announces Final Winners. . ChurnZero is a winner in the 2019 SaaS Awards Program in the category, Best SaaS Product for Customer Services/CRM. The Software-as-a-Service Awards celebrate excellence in cloud-based software solutions, accepting entries from across the world, including the US, Canada, Australasia, UK and EMEA.

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CRM Hospitality Innovation Software 8

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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

Customer Experience

Experience Investigators by 360Connext

SEPTEMBER 3, 2019

ALL Leaders Experience Leadership Bias… There is a natural conflict of interest between companies and customers. It’s natural for any organization to have goals that don’t align perfectly with the goals of their customers. And there can certainly be natural conflicts of interest within the organization as well — between leaders and employees, between departments, between offices.

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Leadership Net Promoter Score Customer Journeys NPS 110

UJET

SEPTEMBER 3, 2019

Instacart removes the time and inconvenience of grocery shopping and gives it back to customers. As an on-demand service, it also offers the opportunity for people to supplement their incomes by picking groceries from a wide selection of stores and delivering them to customers’ doors. Instacart services over 4,000 cities across all 50 U.S. states. It is also available in over 70% of the households in Canada.

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Case Study Customer Relationship Management Study Innovation 56

Chattermill

SEPTEMBER 3, 2019

The Billion Dollar Subscription Service: How Dollar Shave Club Built a Best in Class Customer Experience. by Maddy Trusewich on 4 Sep 2019. Subscription Services. Customer Experience. The way customers purchase products has changed. But with slim margins and high churn rates, subscription-based business models mean the customer experience is more important than ever. man shaves.

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Customer Experience Fashion Feedback Customer Journeys 40