Steve DiGioia

SEPTEMBER 10, 2018

can a crooked sign ruin your business? This original article was written by Steve DiGioia. You have a great product, so that’s done. Next comes finding the perfect location to set up shop and after almost a year you’re finished. Now, you’re finally open and business is flowing. All is well – but is it? Sure, you had to get over a few hurdles and you corrected some mistakes but now business is steady.

How To 237

How To Sales Examples Brands 237

Alida

SEPTEMBER 10, 2018

In a recent webinar on customer experience , we had the honor of hosting Annette Franz , founder and CEO of CX Journey Inc, for an in-depth talk about the why and the how of customer journey mapping. According to Franz, customer experience improvements have stalled. In fact, according to Bain’s research, 80% of business executives believe they deliver a superior customer experience—but only 8% of customers agree.

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Customer Journeys Touchpoint Customers Interaction 203

Topdown

SEPTEMBER 10, 2018

It’s amazing how fast a year can fly by, especially as we’ve all been tracking the changes in digital customer experience! As the kids go back to school, I thought I’d take a look at what we’ve seen and learned so far in 2018 and could spot emerging trends.

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Experience Matters

SEPTEMBER 10, 2018

We just published Temkin Group’s annual Tech Vendor NPS & Loyalty Benchmark Study. Here’s the executive summary: For the seventh year in a row, we have calculated the Net Promoter Score® (NPS®) of over 60 technology vendors and analyzed the correlation between NPS and four client loyalty behaviors – likelihood of repurchasing from that technology vendor, likelihood of trying new offerings, likelihood of forgiving the vendor if it makes a mistake, and willingness to act as a refer

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NPS B2B Net Promoter Score Loyalty 149

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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.

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Lumoa

SEPTEMBER 10, 2018

What is real-time customer feedback? Find out why you should collect and analyze customer feedback as it comes in real time.

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SuiteCX

SEPTEMBER 10, 2018

It can be daunting to face the challenge of making the most of customers in transactional databases. This challenge is made worse by that shiny new marketing automation license sitting up in the cloud, peering down like a Grecian god, targeted campaign thunderbolts in hand. Service messages can go to the whole base of course, but blasting the same offer to everyone, because you can, just feels wrong.

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Course Customer Base Interaction Marketing 100

QuestionPro Audience

SEPTEMBER 10, 2018

Bogardus Social Distance Scale: Definition and Example. Bogardus social distance scale is defined as a scale that measures varying degrees of closeness in people towards other members of diverse social, ethnic or racial groups. It measures the degrees of warmth, hostility, indifference or intimacy between these groups. This scale was developed by Emory Bogardus in 1924 and named after him.

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Examples Groups Measurement Survey 70

One Millimeter Mindset

SEPTEMBER 10, 2018

Business growth either leverages profitable leadership communication. Or it showcases collaboration gaps. You have heard the expression: “The right hand does not know what the left hand is doing.” How many of your clients have voiced this sentiment, when attempting to traverse execution of pre-sale promises and their post-sale service delivery and execution?

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Call Center Pros

SEPTEMBER 10, 2018

The success of any business depends on its capacity to understand the desires and necessities of its customers. Today, with big data and artificial intelligence, one might think that technology is the key to reaching the customers. However, while these instruments offer key statistics about the behavior and preferences of the customers, they do not necessarily provide a comprehensive view of their feelings.

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Strategy Study Groups Brands 60

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.

Retail

Feedbackly

SEPTEMBER 10, 2018

If you want to build a customer experience strategy, it needs to be built on strong foundations which are robust enough to evolve and change with your business without needing to be rebuilt from scratch. Your strategic planning, program governance structure, and change management efforts go a long way toward building your success. But you also need a flexible CX software to support your work.

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Software Customer Journeys Company How To 53

ClearAction

SEPTEMBER 10, 2018

How to “Center” Your Business on Customer Experience Excellence Lynn Hunsaker. Uncentered pottery will eventually crack, just as management uncentered on customers will lead to costly cracks in customer experience. A primer on using a clay pottery wheel explains: “The pot is only as true and as strong as the centering. This is a very critical step as it is the foundation of the pot.”[1] “The first thing a potter will tell you is that an uncentered piece is a worthless and ugly one.

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Customer Experience Policies How To ROI 48

Thematic

SEPTEMBER 10, 2018

If you missed our recent webinar with customer experience expert Maurice Fitzgerald and Alyona Medelyan, CEO of Thematic, check out the highlights here. Maurice is former VP of Customer Experience at HP, author of 4 books on customer experience strategy and the Net Promoter Score. Alyona talked to Maurice about how we can achieve a successful customer experience by combining emotions and science, using Behavioural Economics.

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Video Net Promoter Score Customer Experience How To 48

Confirmit

SEPTEMBER 10, 2018

Wouldn’t it be lovely if your business had a crystal ball that would tell you what to do to improve the organization and what the future held? With that information, you could plan the most effective steps to drive revenue or beat out the competition… This on-demand webinar dives into some of the most interesting solutions used in Corporate Research, providing tangible examples and use cases showing how companies have leveraged technology to address some of their biggest business cha

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Technology Examples Marketing Company 51

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Thematic

SEPTEMBER 10, 2018

If you missed our recent webinar with customer experience expert Maurice Fitzgerald, check out the highlights here. Maurice is former VP of Customer Experience at HP, author of 4 books on customer experience strategy and the Net Promoter Score. Alyona Medelyan, CEO of Thematic, talked to Maurice about how we can achieve a successful customer experience by combining emotions and science, using Behavioural Economics.

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Video Net Promoter Score Customer Experience How To 48

Market Strategies International

SEPTEMBER 10, 2018

Editor’s Note: Matt Benard is the Compliance and Information Security Manager at Market Strategies. He works with compliance teams behind the scenes to maintain regulatory compliance and keep your information safe.

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Marketing Data Strategy Management 48

Feedbackly

SEPTEMBER 10, 2018

If you want to build a customer experience strategy, it needs to be built on strong foundations which are robust enough to evolve and. The post How To Choose The Right CX Software For Your Company appeared first on Feedbackly.

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Software Company How To Feedback 40

Market Strategies International

SEPTEMBER 10, 2018

Editor’s Note: If you’re attending the 2018 Corporate Researchers Conference, please join Gwen Ishmael and Paul Ponsford of Delta Faucet Company for “#TomBradyFail—An Innovation Lesson from the New England Patriots” on Wednesday, October 10.

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Innovation Consumers Conference Company 43

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Insights

Keste

SEPTEMBER 10, 2018

CPQ may stand for “Configure Price Quote” but it encompasses so much more. This powerful software touches every aspect of a business – the what, how, where, and why – making any CPQ project a high-value transformation process full of both opportunities and pitfalls.

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Tips Software 40

Talkdesk

SEPTEMBER 10, 2018

A notable food delivery service moved more than 500 agents to Talkdesk Enterprise Contact Center Platform – replacing RingCentral and beating rival competitor, Serenova, with 99.99% uptime and cloud flexibility. This customer needed a reliable and stable contact center solution with the flexibility to accommodate their growing operations throughout North America.

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Contact Center Omni-Channel Customer Experience Company 40

Confirmit

SEPTEMBER 10, 2018

I’ve reported back a little last week about the recent HCI Employee Engagement conference in Denver. It was an outstanding event, and I felt compelled to highlight the great insights I heard during a passionate panel presentation entitled “Driven by Purpose: Tools, Tips, and Tricks on Employee Engagement from the Public Sector” Moderated by Vince Vu from the Performance and Strategy function at King County, an interesting point arose early in the session.

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Up Your Service

SEPTEMBER 10, 2018

?. Join me at the Service Council 2018 Smarter Services Symposium in Chicago on September 17, 18, 19, 2018. This Symposium is a gathering of the world’s leading customer service, customer experience, and customer loyalty professionals. The event is packed with insightful keynote speeches, deep-dive breakout workshops, wide ranging panel discussions.

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Hospitality Healthcare Insurance Loyalty 40

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Forrester's Customer Insights

SEPTEMBER 10, 2018

Influencer marketing is often characterized as a trendy tactic for B2C marketers to tap into the far-reaching audiences of the Insta-famous. As a result, the practice regularly receives negative coverage for short-term-oriented, poorly executed B2C campaigns where consumer brands pay vapid lifestyle influencers outrageous sums in exchange for questionable ROI.

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Marketing B2C B2B ROI 48

DemandJump

SEPTEMBER 10, 2018

Last week we touched on. The terrible performance of today's display ads. The low standard that digital marketers now accept as the norm.

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Marketing Advertising 45

Forrester's Customer Insights

SEPTEMBER 10, 2018

What’s the first thing that comes to mind when you think about marketing planning? An annual rite of corporate governance? A forced march of endless meetings and spreadsheets? Guessing what your customers will want and where they will want it in 18 months? Existential dread? The exact opposite of why you became a marketer in […].

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Marketing Government Meeting B2C 27

ShepHyken

SEPTEMBER 10, 2018

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Five Musts For Delivering ‘Legendary’ Customer Care On Social Channels by Andrew Kokes. (Forbes) In today’s disruptive business economy, in order to create distinctiveness for a brand online, it is imperative to have social customer care that is more than

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Customer Service Social Media Poor Customer Service Customer Care 13

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

Loyalty

Forrester's Customer Insights

SEPTEMBER 10, 2018

In Episode 154 of CX Cast (subscribe!), we were excited to have our colleague, Principal Analyst Emily Collins join us to talk about loyalty programs, and their influence on customer experience. Here are 5 things I learned during our conversation: Airlines started it. Loyalty programs started 30 plus years ago in the airline industry, as a reaction to deregulation.

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Loyalty Programs Loyalty Airlines Industry 22

Lumoa

SEPTEMBER 10, 2018

How often should you collect customer feedback? This question is raised more and more often, especially now, in the “era of customer feedback”. In practice, many corporations survey all their customer base 1-4 times a year, bring the results to top management and then forget about it for the next 3-12 months till the next survey. They do this for many reasons, which are often very valid: they don’t want to trouble their customers too often, they need an annual customer metric to follow and utili

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Wired and Dangerous

SEPTEMBER 10, 2018

For today’s customer CONSISTENCY, RELIABILITY and MAKING A STRONG EMOTIONAL CONNECTION brings value and is the key to building LOYALTY which drives ADVOCACY and GROWTH! Understanding the customer’s journey from their point of view through their entire experience with our organization is absolutely critical to success in today’s very competitive environment.

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