Lumoa
FEBRUARY 13, 2018
There's a company X that collects customer feedback. Company X prefers the Net Promoter Score® ( what is NPS? ), yet it could be any other metric. They ask the very familiar NPS question: " How likely is it that you would recommend [brand] to a friend or colleague? (on a scale from 0 to 10) " after each customer purchase or interaction. But guess what?
InMoment XI
FEBRUARY 13, 2018
Stop me if you’ve heard this one before… “There once was a man named Doug, Whose pants were far too snug. Before ‘twas too late, He had to shed some weight, So his wife, he could properly hug.” Ah…the joys of returning to work after the holidays. Like so many years before, I readied myself. View Article.
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CloudCherry
FEBRUARY 13, 2018
“ When dealing with people, remember you are not dealing with creatures of logic, but creatures of emotion ” – Dale Carnegie. Emotion plays a critical role in our daily lives. Be it in shaping our relationships or day-to-day brand choices, we look for a connect at some level. And companies that tap into this emotion and get it right are usually the ones customers flock to.
InMoment XI
FEBRUARY 13, 2018
Stop me if you’ve heard this one before… “There once was a man named Doug, Whose pants were far too snug. Before ‘twas too late, He had to shed some weight, So his wife, he could properly hug.” Ah…the joys of returning to work after the holidays. Like so many years before, I readied myself. View Article.
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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.
AskNicely
FEBRUARY 13, 2018
We don’t like to do it too often, but once in a while, we need to take a step back and acknowledge our wins. And none of these victories — large or small — are even remotely possible without our thousands of wonderful customers that inspire us to make gathering and acting on real-time feedback easy, intuitive and responsive. We are in the real-time NPS-powered customer feedback business after all.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ijgolding
FEBRUARY 13, 2018
The words customer-centric and silos do not sit happily in the same sentence. Silos harm culture and damage customer experiences. And they hold businesses back. In the last month alone, 1000s of words have been published on this very subject by the likes of LinkedIn, HBR and Forbes. But whilst all this earnest commentary is being read, liked and shared, over in the jobs section of LinkedIn we’re busy resourcing up the silos.
Customer Bliss
FEBRUARY 13, 2018
“Brands need to do things that build trust and reliance, just like you would in interpersonal relationships,” says Josh Ives , the VP of Customer Experience Management and Strategy at Samsung Electronics America. Josh has always been interested in the relationship between marketing and services. Josh’s passion for understanding what brands mean to people steered him into a career where he was able to impact how customer service and customer experience affects the relationship w
NICE inContact
FEBRUARY 13, 2018
“Hello Lauren, thank you for contacting customer service, what can I help you with today?” Doesn’t that start your customer experience off right? In order to customize your communication, companies use agent screen pops to aid in the journey. Agents use screen pops in many different ways and across all channels. During an interaction, a screen pops up to the agent with relevant customer information, like their name, the selection they made in the IVR, their CRM profile, and maybe even some agent
Customer Guru
FEBRUARY 13, 2018
At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations WOW their customers and create raving fans for themselves.
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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
FEBRUARY 13, 2018
Modern-day CEOs are taking a more hands-on approach and becoming the frontrunner of their companies when it comes to providing excellent customer service. They’re channeling their customer persona when developing customer-friendly policies within their organization or establishing an up-close and personal relationship with customers. As a result, people trust and love their company and the values they represent.
Second to None
FEBRUARY 13, 2018
For many brands, the majority of their income is based around the ability to sell their product within another organization’s brick-and-mortar store. This is an extremely competitive field, because the third-party brands that stock these products are not going to do your brand any favors in terms of the shelving, displays and sales of your product, because they simply want ship out as many different products as possible.
ShepHyken
FEBRUARY 13, 2018
Backing Your Upset Customer Off the Ledge. Shep Hyken Interviews Skip Cohen on How to Handle Angry Customers . How well do you deal with angry and complaining customers? . . ?. Shep Hyken talks with Skip Cohen about the best ways to solve problems and deal with unhappy customers. Top Takeaways: When you empathize with an unhappy customer, this immediately lets them know that you are there to help and they feel valued.
natero
FEBRUARY 13, 2018
"Ignorance is bliss.". Or so they say. BUT, if you are responsible for the health and well being of your customers, ignorance is simply inexcusable. As a Customer Success Manager, it’s your job to have your finger on the pulse of your customer’s needs, wants, and desires. You MUST know the ins-and-outs of their business as it relates to your products and services.
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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,
Bold360
FEBRUARY 13, 2018
When we launched Bold360 last year, we knew it was just the beginning of something great. We challenged the status quo and helped companies deliver the types of customer experiences that result in long-term loyalty and success. But we also knew we weren’t done there. With the acquisition of Nanorep, we brought in A.I. technology that could only be described as groundbreaking.
PeopleMetrics
FEBRUARY 13, 2018
At PeopleMetrics, we often talk about creating an easy, or “frictionless” experience. The reason is that a great customer experience is usually about solving a problem with as little customer effort as possible. On a recent fight on American Airlines, however, I experienced the opposite of an easy experience - it indeed had quite a bit of friction and effort.
Truthlab
FEBRUARY 13, 2018
Reading Time: 4 minutes On this Valentine’s Day when so many are professing their love, why not give your B2B product a little love as well? It’s easy to get caught-up in the mundane day-to-day design problems that need solving, but imagine how bringing a little excitement into your designs might change the relationship you and your customers have […].
Avaya
FEBRUARY 13, 2018
I’ve been through quite a few technology trends in my career, and to say Artificial Intelligence (AI) is one of the hottest may be an understatement. If you have customers that are 55 and under you need a customer experience plan to address digital channel preferences and AI in contact centers now, before it’s too late. Avaya recently announced Avaya Ava ™, our cloud AI solution that supports your customers who use social media, chat and messaging channels to engage with you.
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.
CX University
FEBRUARY 13, 2018
As soon as an organization wants to embrace a change initiative like customer experience, it runs smack-dab into tradition, and the problem of actually executing the very changes it wants to execute. This is one of the largest reasons why change initiatives fail 70% of the time (Mckinsey, Changing Change Management). So even before we talk about customer centricity, or about the change your customers and employees want, we need to discuss moose hunts.
Cyara
FEBRUARY 13, 2018
Tomorrow is Valentine’s Day, a day that symbolizes love. And just as flowers and chocolate are the language of love for couples, the language of love between you and your customer is your CX. What does your CX say about you? Do your customers find you CX-y? If you’re like most organizations, you don’t know. You know CX is a priority. You know you’ve invested in redesigning or upgrading your CX.
Rant And Rave
FEBRUARY 13, 2018
Implementing a successful Voice of the Customer program isn't easy, it requires a considerable amount of thought, planning, and once executed, monitoring and improving the programme is essential.
LiveChat
FEBRUARY 13, 2018
In recent times, there has been a noticeable shift from the conventional mobile app development to AI chatbots. Bot creation is considered to take a center stage by the year 2021 and these changes will start picking up in 2018 henceforth. Artificial intelligence is not meant for just a few big companies. The companies involved in mobile app development are now helping both small and medium–sized organizations to excel by embracing these new technologies supported by Artificial Intelligence.
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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.
Solvvy
FEBRUARY 13, 2018
The post The Customer Experience Maturity Model : How to Assess and Prioritize CX Progress appeared first on Solvvy.
Team HGS
FEBRUARY 13, 2018
What Does Good Customer Service Look Like? At our February 7 webinar, Andrew Kokes, HGS Global Head of Marketing, and Henry Bruckstein, Founder, CANAM Research jointly presented the results of our first-ever “State of Customer Experience” Survey of nearly 100 customer experience executives, vice presidents, and directors. The webinar theme revolved around the art and science of improving how today’s customers interact with businesses.
Beyond the Arc
FEBRUARY 13, 2018
Most people have heard horror stories about companies that treated their customers poorly. And a lot of those stories have grumpy employees as a common thread. Grumpy employees create bitter experiences, so keeping employees happy creates better customer experiences. This often requires culture change. Employee satisfaction is often overlooked as a part of the customer experience.
Talkdesk
FEBRUARY 13, 2018
This post was written by Jói Sigurdsson, Founder and CEO of CrankWheel, a screen sharing solution available on AppConnect. In Deloitte’s 2017 Global Contact Center Survey , contact center executives said one of the big changes that will transform the customer experience in the next few years is the aim of making interactions “effortless.”. Consumers prefer solutions that are quick, convenient and on their terms.
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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?
Grade.us
FEBRUARY 13, 2018
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Strativity
FEBRUARY 13, 2018
The post Are You Creating Passion? appeared first on Strativity.
Grade.us
FEBRUARY 13, 2018
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