Vonage
APRIL 12, 2016
Imagine taking a train from San Diego to Santa Barbara, California. Beautiful, right? You can probably picture the amazing views of the ocean and the charming beach towns you pass along the way. That’s how I describe it. I took that trip recently when I traveled to Santa Barbara to film my latest training videos at Lynda.com. It was peaceful and relaxing.
Experience Matters
APRIL 12, 2016
We just published the 2016 Temkin Trust Ratings, the sixth year of the ratings. It uses feedback from 10,000 U.S. consumers to rate the level of trust that consumers have with 294 organizations across 20 industries (see.pdf with full list). You can see all of the company data on the Temkin Ratings website. Download dataset for $295 (see sample file) For the second straight year, USAA […].
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Customer Bliss
APRIL 12, 2016
It was my pleasure to appear on the MarketingSmarts podcast episode that debuted last Wednesday. You can listen to it here: MarketingSmarts-ep226-Jeanne-Bliss. I was interviewed by the great Kerry O’Shea Gorgone. We talked about several key topics, including: The rise of the chief customer officer. Why every company should strive to implement customer-centric leadership.
SuiteCX
APRIL 12, 2016
The more we interact with clients the more we have come to realize that Customer Experience (CX) is fundamentally about business transformation. Understanding customers and responding to market dynamics accordingly requires an agile approach, but must companies are flummoxed as to where to focus their resources first. Here are some suggestions for CX as business transformation in the short, medium and long term.
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CX Journey
APRIL 12, 2016
Image courtesy of TechGenStaffer I originally wrote today's post for Intradiem. It was published on their blog on November 18, 2015. Are you considering all of your channels when you think about the omnichannel experience? A couple months ago, I wrote about improving the omnichannel experience to reduce customer effort. In my closing statement, I mentioned that I'd write about a channel that you may not think about when you’re making the transition and the transformation from multichannel to omn
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Amity
APRIL 12, 2016
SaaS Tattler Issue 81 - Sales or Customer Success? It's an uphill battle for a CSM when the customer-facing teams are misaligned. It's a concept that Ed Powers commonly refers to as Organizational Silo-ism. Which is the friction between departments, specifically within growing companies. To help break down silos, w e've decided to dedicate this issue of the SaaS Tattler to aligning the key customer-facing teams within your organization.
Think Customers
APRIL 12, 2016
I was reading a blog post the other day from Travers Clarke-Walker, CMO at Fiserv - International Group, that got my attention. Clarke-Walker mentioned that Tandem Bank founder Ricky Knox is inviting consumers to become "co-founders" in this U.K. 'challenger' bank and receive a share in the bank and early access to new products in exchange for sharing their feedback on the customer experience.
iPerceptions
APRIL 12, 2016
This year's Adobe Summit conference was a huge success, enlightening and inspiring people from every corner of the marketing universe. While it's difficult to summarize the wide range of material discussed at the conference, there is one takeaway that should resonate: "We're no longer in the business of selling products; we're in the business of selling experiences.".
ClearAction
APRIL 12, 2016
Saluting 25 Silo-Bridging CMOs Gary Katz. Silos — span them, bust them, mix them or ventilate them. Just don't ignore them. Marketing silos exist as a wide variety of chasms between organizations, systems, data, channels, metrics, assumptions, and handoffs. We actually need silos to some extent, as discussed in my recent article, 10 Silos Marketing Ops Can Bridge, to allow specialization, empowerment and accountability.
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ForeSee
APRIL 12, 2016
In 1877, the Bell Telephone Company made telephones commercially available for the first time. About 64 years later, telephones had achieved a 40% adoption rate in the US. When the. The post How Improving Mobile Banking Experience Can Translate to the Rest of the Business appeared first on ForeSee.
Natalie Petouhof
APRIL 12, 2016
Tweet What’s The News? Salesforce announced Salesforce for Messenger Platform which will empower companies to create entirely new sales, service, marketing and app experiences for customers on Messenger. Salesforce for Messenger will enable companies to leverage existing business processes to make customer journeys even more relevant and personalized than ever before.
InteractionMetrics
APRIL 12, 2016
The point of a customer survey is to learn what you don’t know, and gain insight into what’s driving customer satisfaction and dissatisfaction. And while billions of customer surveys are issued each year—typically including open-ended comment fields—most survey programs lack research protocols for listening to and understanding what customers are actually saying in those comments.
LiveChat
APRIL 12, 2016
An angry customer is a business nightmare, right? Wrong. An angry customer is a business opportunity. If you handle your complaints process right, you can transform an angry customer into a brand advocate and a high-value return customer. Marketing professors Michael McCullough and Sundar Bharadwaj talk about something they call the service recovery paradox, which they define as: The result of a very positive service recovery, causing a level of customer satisfaction and/or customer loyalty even
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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
APRIL 12, 2016
The past few years have seen significant advances in sales strategies and practices. TOPO Sales Summit 2016 examined many of the facets of a successful sales strategy. The Sales Development Track expanded on how high-growth companies can drive pipeline and revenue. In this blog post, we will review insights from TOPO Sales Development Practice Leader Kristina McMillan’s session on “The Sales Development Framework.”.
Verint
APRIL 12, 2016
As mentioned in part one of this series , I recently asked two industry executives what they believed it really means to go “above and beyond” when engaging customers and what role they believe “consistency” plays in the customer engagement process. We discussed going above and beyond previously, so let’s now explore what the two executives thought about customer engagement and consistency: What does consistency in customer engagement mean to you?
Talkdesk
APRIL 12, 2016
TOPO Sales Summit 2016 was a whirlwind of information, insights and debate. With two days of content, four tracks and 30+ sessions and workshops, TOPO Sales Summit 2016 really packed a punch. The Talkdesk team spent both days at the conference soaking in tips and tricks from speakers and attendees alike. As a form of summary, we’ve compiled some of the most memorable quotes from TOPO Sales Summit 2016.
Forrester's Customer Insights
APRIL 12, 2016
The number of tools, technologies, and techniques for measuring digital customer experience has exploded, but many firms continue to build out their growing capabilities in separate silos, such as campaign measurement, web analytics, mobile, social listening, voice of customer, online testing. My colleague James McCormick and I have just published a report that lays out the full range of metrics of a mature digital intelligence measurement framework (see figure below).
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
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Brad Cleveland Blog
APRIL 12, 2016
Successful contact center leaders design an organizational structure that facilitates collaboration among and across job roles and business units. They tap into the principles of good organizational design and revisit their structure often. They continually work on identifying positions they … Continue reading → The post The Best Managed Contact Centers: #10 – They Build an Effective Organization appeared first on Brad Cleveland.
Michelli Experience
APRIL 12, 2016
Brad Cleveland Blog
APRIL 12, 2016
Successful contact center leaders design an organizational structure that facilitates collaboration among and across job roles and business units. They tap into the principles of good organizational design and revisit their structure often. They continually work on identifying positions they need and defining the responsibilities that go along with each.
Brad Cleveland Blog
APRIL 12, 2016
Successful contact center leaders design an organizational structure that facilitates collaboration among and across job roles and business units. They tap into the principles of good organizational design and revisit their structure often. They continually work on identifying positions they need and defining the responsibilities that go along with each.
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