Experience Matters
JULY 26, 2017
I recently attended the fifth annual World Congress on Positive Psychology (WCPP) in Montreal with Aimee and Karen. It was four amazing four days of inspiration and reflection. I’m already looking forward to the next WCPP in Melbourne in 2019 (it’s a bi-annual event). As I did after the the last congress, I’m sharing my thoughts and observations from the four day event.
Calabrio
JULY 26, 2017
We all know companies who claim their customer service is first-rate and that they put the customer first. However, when you look at their management structure, the customer is left without a seat at the table. Sales and marketing are busy attracting and signing new customers, but who’s nurturing those existing relationships? In other words, who’s putting their money where their mouth is?
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Michelli Experience
JULY 26, 2017
__. Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Follow on Twitter: @josephmichelli. The post {Infographic} High Trust = Happy Employees, Customers, Shareholders, & Leaders appeared first on Joseph Michelli.
Beyond Philosophy
JULY 26, 2017
When you realize that something you buy often has gone up in price, how do you feel? For many of us, my guess is annoyed, which is the type of emotion that isn’t doing the Customer Experience any favors. However, without checking the package (or Googling) do you have any idea how many sheets of tissue are on a toilet roll? Me neither. That is what manufacturers are banking on with their strategy to reduce the amount included in your purchase price.
Advertisement
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.
Think Customers
JULY 26, 2017
Despite industry efforts to make improvements, customer satisfaction with contact center interactions haven’t changed in the past year, leaving lots of room for improvement. According to new research from the CFI Group, the 2017 Contact Center Satisfaction Index, consumer satisfaction with call center interactions scored an overall 68 out of 100, the same as last year.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Eptica
JULY 26, 2017
Date: Wednesday, July 26, 2017 Why customer experience needs to be led from the top. Published on: July 26, 2017. Author: Olivier Njamfa In today’s ultra-competitive world, senior managers understand the importance of customer experience to corporate success. 72% of companies surveyed by Forrester said improving customer experience was their top business priority, while in Gartner research, CEOs listed customers as their second biggest focus , ahead of workforce, and just behind growth.
Joe Rawlinson
JULY 26, 2017
Paying attention to your customers’ buying habits can pay off. Using customer analytics to track buyer behavior can boost your sales, customer satisfaction and customer retention by as much as 25 percent, Quantzig data shows. Studying your customers’ purchasing patterns is so effective because it enables you to tailor your marketing and sales tactics toward the preferences of your target market and even toward the habits of individual customers.
mopinion
JULY 26, 2017
What does your business want to achieve with online feedback? That is the first question you and your digital team will want to ‘chew on’ before initiating any kind of online feedback programme. Identifying goals is a good first step in setting up a powerful feedback strategy as your strategy must revolve around these goals. […]. The post 5 types of online feedback form questions appeared first on Mopinion.
Helen Dewdney
JULY 26, 2017
Although this blog is about consumer rights and how not to get fobbed off, I thought it might be useful to share some good money blogs with you. If you are interested in knowing your rights you may also be interested in finding out about ways to save and make money on a variety of things from holidays to personal finance, food to energy saving and selling stuff!
Advertisement
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.
iPerceptions
JULY 26, 2017
The era of the customer experience (CX) is well and truly here. Every aspect of your company, from your employees to the products and services you offer, are now key cogs in the CX machine. With the right structure and the right processes, this CX machine can become one of your biggest strengths that sets you apart from your competitors.
Amity
JULY 26, 2017
You’ve heard it all before, Customer Success is about retaining customers , which is at least as important as acquiring new ones. Yet, adding new logos to your book of business is always a priority for growth. This is especially true with early stage companies as they grow the little brand recognition and credibility they have. When making the case for Customer Success, make sure you understand what Customer Success can actually bring to the Sales team and how it will power not only rete
Provide Support
JULY 26, 2017
How to listen to your customers. Many companies tend to focus too much on the service or product they provide and forget about listening to their customers. Inevitably, this results in revenue and profit reduction. The main goal of any business is to make money. However, it is easier to reach it when we listen to our customers and understand their needs.
Uniphore
JULY 26, 2017
By automating functions in both the back and front office of the contact center, organizations can reduce errors, improve agents’ efficiencies and deliver enhanced customer service. Read More.
Advertisement
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,
ForeSee
JULY 26, 2017
Today, we’re announced a powerful new update to ForeSee CX Suite that builds on our vision to give companies everything they need to identify and act on the most important CX issues across the entire customer journey. The advancements. The post ForeSee CX Suite updated with powerful new features: Location Leaderboards & Hierarchies, Topics Dashboard, and more appeared first on ForeSee.
Confirmit
JULY 26, 2017
In 2012, RS Components embarked on an enterprise-wide transformation to improve its ability to compete on a global scale, serving over 1 million customers. As part of this program, the company selected Confirmit to provide a platform to gain deeper insights into the customer’s view of their experiences, and to underpin the firm’s strategy to deliver a differentiated and orchestrated customer experience across all customer interaction journeys and channels, both offline and online.
Talkdesk
JULY 26, 2017
Talkdesk is excited to launch the first ever App Dash — a series of webinars in which AppConnect partners showcase their applications. By attending, not only will you learn about how to take advantage of five great app integrations, you can also help your favorite app win their first AppConnect award! As the first enterprise app store, Talkdesk AppConnect unites best-in-breed software to redefine the way your business can integrate with your call center platform.
ForeSee
JULY 26, 2017
Today we’re very happy to announce that ForeSee saw the largest growth in revenue and bookings in the company’s history for the second quarter of 2017. In particular, second-quarter bookings grew by 22%. The post So Suite! Record revenue and bookings for ForeSee in Q2 appeared first on ForeSee.
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.
Confirmit
JULY 26, 2017
In 2012, RS Components embarked on an enterprise-wide transformation to improve its ability to compete on a global scale, serving over 1 million customers. As part of this program, the company selected Confirmit to provide a platform to gain deeper insights into the customer’s view of their experiences, and to underpin the firm’s strategy to deliver a differentiated and orchestrated customer experience across all customer interaction journeys and channels, both offline and online.
Verint
JULY 26, 2017
“ How can I SPEAK to a human being???? “Terrible customer service! I am unable to speak to a rep regarding a billing question.”. “I have been calling for months for you to correct my address. EVERY time it reverts back to the wrong address and my auto pay gets canceled…”. These are real comments left by real customers on digital comment cards on three different websites.
Clarabridge
JULY 26, 2017
Although there is constant demand for new products, only 15% of newly introduced consumer goods will still be around in two years. So, how do consumer goods companies create innovative, new products that appeal to consumer-changing preferences? And how do they stay ahead of competing brands? These are the types of questions that can be answered when consumer data is used properly – data like ratings and reviews, survey feedback, contact center notes and social media.
Confirmit
JULY 26, 2017
Mobile is not an optional survey channel. It is a full-blown catalyst for business transformation. If you want respondents to take your survey – make it mobile and forget about connectivity. It’s so 2010. Smart Market Researchers are increasing response rates by combining online with offline mobile app research using a single survey. Technology is at the center of this “seamless” or single survey experience as it provides a consistent survey look and feel across channels
Advertisement
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.
LiveChat
JULY 26, 2017
Even though it often gets lumped into the same category as all the other social media platforms like Facebook, Twitter, or Instagram, Reddit is rather different. Not just in terms of looks and functionality, but also in terms of its users, which it has plenty of, 234 million to be exact, whose visits amount to over 8 billion page views per month. Those are some staggering numbers, staggering enough to make Reddit the 7th most popular website.
Expert insights. Personalized for you.
209 
Let's personalize your content