InMoment XI
MARCH 30, 2016
How many times have you seen the quote “Culture eats strategy for lunch” (or breakfast, as the original Peter Drucker quote reads)? I’ve seen it everywhere for years. On more presentations that I care to remember, on more blog posts that I care to admit I’ve read. It seems to be the rally cry to.
Customer Bliss
MARCH 30, 2016
In order to understand how customer-focused companies design processes for listening to customers, we need to start by thinking about the three types of listening: Unaided or volunteer listening. Aided listening. Experiential listening. You can learn about the different types of listening in virtually any of my books , but here’s a breakdown for those just coming into these concepts: Unaided or volunteer listening: This refers to companies who optimize feedback customers give as they inte
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InMoment XI
MARCH 30, 2016
How many times have you seen the quote “Culture eats strategy for lunch” (or breakfast, as the original Peter Drucker quote reads)? I’ve seen it everywhere for years. On more presentations that I care to remember, on more blog posts that I care to admit I’ve read. It seems to be the rally cry to. View Article.
Experience Matters
MARCH 30, 2016
We just published a Temkin Group report, What Happens After a Good or Bad Experience, 2016. This is our annual analysis of which companies deliver the most and least bad experiences, how consumers respond after those experience (in terms of sharing those experiences and changing their purchase behaviors), and the effect of service recovery (see last […].
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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 30, 2016
How many times have you seen the quote “Culture eats strategy for lunch” (or breakfast, as the original Peter Drucker quote reads)? I’ve seen it everywhere for years. On more presentations that I care to remember, on more blog posts that I care to admit I’ve read. It seems to be the rally cry to.
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
MARCH 30, 2016
Astronaut Eugene Cernan once said, “If you begin to think you’re something you’re not, you’re looking in the wrong mirror.”. In my opinion, many industries have been looking in the wrong mirror for a long time! Soberingly, those businesses are being forced to see themselves anew – in a reflection of the perceptions of their consumers. Let’s take the mattress sales industry as an example….
Experience Investigators by 360Connext
MARCH 30, 2016
Co-creation sessions, customer journey workshops and customer-focused innovation summits can sound so sexy and intriguing. We envision a group working cohesively, rolling up their collective sleeves to create an improved customer-centric culture and earn long-term loyalty from customers. Customer experience is the most fun when we find those important a-ha moments.
OpinionLab
MARCH 30, 2016
In a previous blog, we talked about some of the biggest reasons why website redesigns fail. At the crux of the main issues identified was a failure to listen effectively to customers at each stage of the process. Here are five reasons why a customer-centric digital strategy is critical to ensuring your website delivers what you want it to deliver. Reason 1: Users become part of the process.
Esteban Kolsky
MARCH 30, 2016
Some time ago I wrote a post that was called “ Why PaaS Is The New Black ” and it was referring to the growing expected adoption for platforms in the enterprise. That was 2010 – six years ago – and it was referring to work I had been doing since the mid 1980s around distributed work, computing platforms, and later PaaS. The statements in there have not changed, but the urgency with which organizations must embrace a PaaS strategy as part of their cloud computing archite
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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.
transcosmos Information Systems
MARCH 30, 2016
IT support and service desks require tools just like any other business function. IT support tools can assist the help desk with a multitude of tasks including managing remote connections, incident logging, report building, feedback management and pretty much everything else you can think of. Providing technical support to users who might not have any knowledge about IT can be an extremely frustrating task.
Bold360
MARCH 30, 2016
Shopping is an integral part of our lives. Whether shopping for clothes, for food, or even shopping while on vacation, we do it on a daily basis. As a creature of habit, I usually frequent the places I know, where it feels like they also know me. Whether it?s the design of the interior, the employees who know my name, or even the store?s stated official policies, there?
Customer Enthusiast
MARCH 30, 2016
My 12-year-old son, Cooper, has played competitive basketball since he was 6-year-old. In those six years, he’s played point guard on eight different teams playing year-round. He’s attended at least a dozen different basketball camps, has worked with a private shooting coach on-and-off for the past three years, and has participated in countless hours of practice, scrimmages, and games.
Topdown
MARCH 30, 2016
Customer experience (CX) is the new battlefield that enterprises must fight on to remain competitive. However, organizations continue to underestimate the challenge setting up a CX management strategy, plan and infrastructure represents.
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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,
Think Customers
MARCH 30, 2016
The mantra to "surprise and delight" customers has become ingrained in business thinking, but could this strategy hurt businesses in the long run? Have businesses done too good a job at training customers to always expect more? There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
MyCustomer
MARCH 30, 2016
Engagement. How to improve CX by simplifying your language.
LiveChat
MARCH 30, 2016
People write about great customer service all the time. Awesome support here, excellent customer service there. Don’t you think it’s pretty boring ? I mean, I understand that a while ago it was trendy to raise customer service to a higher level, but it’s 2016, nearly every company has a fantastic customer service. Is it something that we should be aspiring to?
The DiJulius Group
MARCH 30, 2016
Background: the White Collar Sweatshop of our time In recent years, more and more sources have referred to call centers as the “white collar sweat shop” of our time. The first time I heard this reference, it immediately hit home for me. All the stressful time I had spent either as a CSR, supervisor, manager or […].
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.
Customer Interactions
MARCH 30, 2016
“Social Customer Care, Isn’t it Time?” Was the theme of a recent NICE guest blog post by Donna Fluss, President at DMG Consulting LLC. Apparently so! If the content featured in this week’s CMO Perspectives blog is anything to go by. Find out what Ashley Zeckman [Toprankblog.
Calabrio
MARCH 30, 2016
Most executives know that collecting data is central to making operations efficient. However, the typical data collection systems don’t allow companies to extract the full value from that data. Companies have to stop thinking that collecting and storing data is enough. Whether structured or unstructured, the purpose of data is to extract insights to support more accurate decision making.
Heart of the Customer
MARCH 30, 2016
Guest post by Tom McGoldrick Much has been made about the unexplained mystery of how Trump has managed to become the Republican front runner. In this discussion, one thing that rarely gets mentioned is that Trump is a master brand builder. For decades, Trump has been building his personal brand to represent power, success and confidence. […].
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