InMoment XI
MARCH 28, 2016
Scott Humes, the Client Service Manager at Wells Fargo, manages five client services groups across the nation. In his role as Client Services Manager, Wells Fargo seeks to be innovative and push the envelope of traditional service by reviewing their customer’s portfolio, touch points, and offering suggestions to help them reduce their effort in completing.
Experience Matters
MARCH 28, 2016
In the 2016 Temkin Experience Ratings (TxR), we found that the average ratings for all 20 industries declined between 2015 and 2016 (see graphic). Here are some observations: Across the 20 industries, TxR dropped by an average of 5.2 points between 2015 and 2016. Three industries dropped by less than 4 points (banks, software, and wireless carriers), while […].
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InMoment XI
MARCH 28, 2016
Scott Humes, the Client Service Manager at Wells Fargo, manages five client services groups across the nation. In his role as Client Services Manager, Wells Fargo seeks to be innovative and push the envelope of traditional service by reviewing their customer’s portfolio, touch points, and offering suggestions to help them reduce their effort in completing.
Help.com
MARCH 28, 2016
Slack. Ever heard of it? It’s hard to imagine anyone discovering the platform for the first time. CEO Stewart Butterfield took to Twitter last week to announce the app’s major growth. His tweet indicates that 460,000 of the 2.3 million daily active users are people who have just started using slack in the past two months. It’s one of the most popular apps out there right now, and it’s just getting started.
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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
MARCH 28, 2016
Scott Humes, the Client Service Manager at Wells Fargo, manages five client services groups across the nation. In his role as Client Services Manager, Wells Fargo seeks to be innovative and push the envelope of traditional service by reviewing their customer’s portfolio, touch points, and offering suggestions to help them reduce their effort in completing.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Bill Quiseng
MARCH 28, 2016
This week’s blog post is contributed by a very special guest, actually more like a guest star, Nancy Friedman , better known as “The Telephone Doctor.” The author of the recently published book, Customer Service (finally) Defined – Ideas, Tips, techniques & Skills You Can Use Now and Forever , and eight other books, Nancy is simply one of the best keynote speakers on customer service.
Uniphore
MARCH 28, 2016
In December, I had 100+ interactions with 2 different airlines as I tried to track 5 pieces of family luggage that had gone missing during an international trip. As I told my story, over and over again, oh how I wished that the airlines and agents involved had a sense of my customer journey and were able to pick up from the last call and not start all over.
Beyond Philosophy
MARCH 28, 2016
There is a hidden experience every Customer has with you. If you haven’t uncovered what it is, then you are probably making a huge mistake with your Customer Experience. Chances are, you are making more than one. Don’t feel bad. When it comes to having a great Customer Experience, all organizations have made mistakes. It’s normal for this to happen.
Michel Falcon Experience
MARCH 28, 2016
Are you interested in keynote speaking, growing your business or learning methods to getting hired for large scale events and conferences?Maybe you’re a conference planner and you want to get a behind-the-scenes glimpse into how keynote speakers prepare for such events?If you answered yes to one of these scenarios –… Read More». The post How a Keynote Speaker Prepares for an Event appeared first on Michel Falcon Customer and Employee Experience Expert.
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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.
Help.com
MARCH 28, 2016
Slack. Ever heard of it?
Michel Falcon Experience
MARCH 28, 2016
Are you interested in keynote speaking, growing your business or learning methods to getting hired for large scale events and conferences? Maybe you’re a conference planner and you want to get a behind-the-scenes glimpse into how keynote speakers prepare for such events? If you answered yes to one of these scenarios – then this post is for you.
Think Customers
MARCH 28, 2016
Last Monday, Twitter celebrated its 10th birthday. Since CEO and Founder Jack Dorsey sent the first Tweet on March 21, 2006 announcing that he's setting up his 'Twittr,' more than 1.3 billion of us joined the platform to express ourselves in 140 characters or less. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
Tricia Morris
MARCH 28, 2016
Today’s retail customer is always shopping around – in store, online, on the phone. And in a 24/7 global marketplace where it’s becoming increasingly difficult for retailers to differentiate on price and product availability, more and more it’s becoming customer.
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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,
Avaya
MARCH 28, 2016
A brief snapshot of the current state of technology in 2016: 3.5 billion people are online and collectively their traffic is measured in zettabytes. 3.4 billion new devices are expected to be sold—joining what Gartner estimates will be 6.4 billion Internet-connected “things” in use this year, and 20.8 billion in use by 2020. It’s a similar, albeit smaller-scale, story of technology growth inside the enterprise, where cloud applications, mobile solutions, smaller IT teams and “sweated” assets are
Kate Nasser
MARCH 28, 2016
Dealing with disappointment in relationships is key part of people skills success. JOIN The People Skills Coach™ in Twitter chat April 3 10amEDT/3pmGMT to explore, share, learn. The post Dealing With Disappointment: JOIN #PeopleSkills Chat April 3rd appeared first on KateNasser.com.
Verint
MARCH 28, 2016
Over the weekend I read a Fortune online story by journalist @KatherineLewis that suggests customer service associates in contact centers should stop providing “scripted empathy.”. She states that industry experts agree that providing associates with scripts or “canned” responses to customer service defects can be misguided—and even somewhat disingenuous.
Tricia Morris
MARCH 28, 2016
Today’s retail customer is always shopping around – in store, online, on the phone. And in a 24/7 global marketplace where it’s becoming increasingly difficult for retailers to differentiate on price and product availability, more and more it’s becoming customer service and the customer experience that means the difference between buy, buy, buy and bye, bye, bye.
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.
Wired and Dangerous
MARCH 28, 2016
On January 28, 1986, the world watched in horror as the Space Shuttle Challenger broke apart 73 seconds into its flight, leading to the deaths of all of its seven crew members. Part of the massive media coverage was due to the fact that Christa McAuliffe was one of the seven — the first female teacher in space. What followed was an exhaustive effort to determine the cause of the disaster.
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