InMoment XI
JUNE 1, 2016
How common is it for people to start the New Year out with a good intention of doing something better for themselves, their family, or their business? According to some references, over 60% of people start the year off by setting a New Year’s resolution, and the most common goal is related to improving health. View Article.
Experience Matters
JUNE 1, 2016
We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers. Southwest Airlines, Alaska Airlines, and JetBlue Airlines deliver the best customer experience in the airline industry, according to the 2016 Temkin Experience Ratings, an annual customer experience ranking […].
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InMoment XI
JUNE 1, 2016
How common is it for people to start the New Year out with a good intention of doing something better for themselves, their family, or their business? According to some references, over 60% of people start the year off by setting a New Year’s resolution, and the most common goal is related to improving health.
Experience Matters
JUNE 1, 2016
We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers. Residence Inn, Holiday Inn Express, and Hilton deliver the best customer experience in the hotel industry, according to the 2016 Temkin Experience Ratings, an annual customer experience ranking […].
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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
JUNE 1, 2016
How common is it for people to start the New Year out with a good intention of doing something better for themselves, their family, or their business? According to some references, over 60% of people start the year off by setting a New Year’s resolution, and the most common goal is related to improving health.
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
JUNE 1, 2016
According to a recent comprehensive international study conducted by Accenture , 52% of customers reported that poor customer service caused them to switch from one brand to another in the past year. In the U.S. alone that “switching” behavior means poor service costs brands over 1.6 trillion dollars. Given those numbers from Accenture and prior research from Bain and Co. showing that it costs 6 to 7 times more to acquire than retain customers , common sense predicts more business leaders would
Uniphore
JUNE 1, 2016
The Robots are coming for our jobs! There’s been a lot of recent alarmist press about robots and automation that feeds into the dystopian point of view so prevalent in popular culture these days. Rather than zombies and killer viruses we’re looking at the era of smart machines, drones, autonomous cars, and even self-service kiosks at McDonald’s now dispensing all you can eat fries in some markets – now that’s something to worry about!
Joe Rawlinson
JUNE 1, 2016
As Internet speeds increase and technology becomes more sophisticated, customer expectations of companies’ online performances have also risen. In 2015, 47 percent of U.S. corporate executives said their customers’ service expectations were higher than three years ago, while 35 percent said they were much higher. Nearly two-thirds of these companies said it was somewhat or very difficult to please customers, while 77 percent agreed the Internet and consumer apps were raising the bar
Win the Customer
JUNE 1, 2016
Today, brands can use social media to strengthen brand awareness, create customer loyalty, and build lasting relationships with customers. Customer loyalty is becoming more and more elusive, especially in our contemporary world. Before online transactions and exchanges became the norm, retailers were able to foster physical, and, at times, emotional interactions and connections with consumers.
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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.
ShepHyken
JUNE 1, 2016
What does your company or brand stand for? When you advertise or market your company and your products, what is the image that you’re trying to create? What is your brand promise ? I Googled the definition of the term brand promise and here is what came up first: A brand promise is the statement that you make to customers that identifies what they should expect for all interactions with your people, products, services and company.
iPerceptions
JUNE 1, 2016
Retailers today are tasked with creating the most engaging, exciting and personalized experiences possible for their customers. This not only goes for brick-and-mortar locations, but for the overall, omni-channel experience ranging across platforms and devices. As retailers face these new challenges, they’re shifting priorities and implementing technologies to help them better understand their customers and meet growing demands.
transcosmos Information Systems
JUNE 1, 2016
Most entrepreneurs feel that it’s important to have full control of their businesses, from the smallest tasks to the largest projects. This is understandable, given that as an entrepreneur, you did build the business from scratch. A strong sense of ownership drives you to keep a close eye on all your business’ dealings, or else, things may go amiss if you don’t.
Bold360
JUNE 1, 2016
Today, we?re in what many experts have dubbed the ?Age of the Customer,? an era in which customer centricity is the key to success. Today?s consumers are savvy and they have been conditioned to expect, not only immediate gratification, but also exceptional customer support ? both throughout the buying process and after the purchase.
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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,
Heart of the Customer
JUNE 1, 2016
Heart of the Customer: Along with your other diagrams, journey and experience maps are often used to drive culture change. What are your tips for using these to engage leadership and change culture? Jim Kalbach: This first thing to keep in mind is that a diagram won’t provide any answers outright. It doesn’t magically bring change […]. The post Interview with Jim Kalbach appeared first on Heart of the Customer.
Think Customers
JUNE 1, 2016
E-commerce continues to be a highly competitive space as tech companies race to help retailers attract shoppers. The latest example is Salesforce's announcement on Wednesday that it has agreed to acquire Demandware, a digital commerce company, for $2.8 billion. The acquisition, which is Salesforce's largest to date, spearheads a new product line for the company called the Commerce Cloud.
Eptica
JUNE 1, 2016
Date: Wednesday, June 1, 2016 What is holding back chat in customer service? Published on: June 01, 2016. Author: Neil Cox Amongst consumers, chat is fast becoming a mainstream channel for customer service. Thanks to the rise of messaging applications, people have grown used to having text based, real-time conversations, meaning they feel increasingly familiar with chat in a customer service scenario.
Tricia Morris
JUNE 1, 2016
While there were more than 100, perhaps more than 1000, top takeaways from the recent 2016 CRM Evolution conference chaired by Paul Greenberg (as well as the Customer Service Experience and SpeechTEK conferences running concurrently), here are 16 terrific takeaways from the event.
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.
The DiJulius Group
JUNE 1, 2016
I have heard some great feedback since my article titled, “Turning your Call Center into a Relationship Center” was published at the end of March. Many people have shared with me that they have implemented some of the tools discussed and have seen success in a very short time. Others shared that they have identified […].
Avaya
JUNE 1, 2016
As tensions continue to increase in cloud-related discussions at the executive level, so has the importance of effective communication. Much of the debate on cloud investments revolves around one topic: OpEx. It’s understandable why many financial experts seek to avoid OpEx, but the value of investing in cloud services lies beyond this range. An effective method to bridge this gap is to build a strategic plan, so that you are prepared to let the facts speak for themselves.
LiveChat
JUNE 1, 2016
Many business owners see live chat as yet another tool, just like email or phone, that can be used to contact customers. They either don’t see much benefit in it or they are not aware of its full potential. What is live chat for a modern online business then? Live chat is one of the more flexible tools you can use on your website. It helps you support customers in need of help.
Natalie Petouhof
JUNE 1, 2016
Tweet Salesforce’s $2.8 billion acquisition of Demandware will serve as the company’s Commerce Cloud. Demandware and Salesforce have a series of joint customers. This acquisition will enable more e-commerce for Salesforce along with Salesforce’s customer relationship management tools. CEO’a are realizing the value of platforms vs. point solutions and the trend is going towards the vendors creating more holistic platforms that offer a continuous marketing, sales, service p
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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.
Talkdesk
JUNE 1, 2016
This blog post is an Opentalk 2016 panel recap. For more Opentalk content, check out Opentalk Full Coverage. Moderator : Gadi Shamia , Chief Operating Officer, Talkdesk. Panelists : John Mayhall , N. America Sales Solutions, LinkedIn. Josh Stein , Partner, DFJ. Jason Lemkin , Founder, SaaStr. Are we in a down market? JOSH : There are some worrying macro things going on.
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