InMoment XI
APRIL 10, 2018
I have a love / hate relationship with my To-Do list. The love part comes from that shot of dopamine it must trigger when I get to actually check something off. Is there a better feeling? Sometimes, even if I have completed a task before I get to create my list for the day, I. View Article.
GetFeedback
APRIL 10, 2018
When you're a CSM juggling dozens of new accounts, tuning into customers' needs is challenging enough. Start measuring customer health without the headache.
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InMoment XI
APRIL 10, 2018
I have a love / hate relationship with my To-Do list. The love part comes from that shot of dopamine it must trigger when I get to actually check something off. Is there a better feeling? Sometimes, even if I have completed a task before I get to create my list for the day, I. View Article.
AskNicely
APRIL 10, 2018
When it comes to delivering amazing customer experiences, timing is everything. We now live in the age of the always-on customers. In other words, business grows hinges on your ability to deliver amazing experiences. And improving on those experiences requires a constant stream of feedback to your team. What if you could funnel customer feedback to the right people so they can take the right action in real time?
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
GetFeedback
APRIL 10, 2018
When you're a CSM juggling dozens of new accounts, tuning into customers' needs is challenging enough. Start measuring customer health without the headache.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
TechSee
APRIL 10, 2018
As businesses increasingly realize that leveraging the power of technology creates a clear competitive advantage, the future of the BPO industry has become dependent on its willingness to adopt new growth and BPO technology trends that will serve as a value multiplier for their offerings. BPO Technology trends: Blessing or Curse? Many BPOs that have built the core of their businesses on the provision of human labor or Full Time Equivalents (FTEs) are wary of automation and its outcome.
Experience Matters
APRIL 10, 2018
We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings. Congratulations to MetroPCS for earning the top customer experience score in the wireless industry.
Michelli Experience
APRIL 10, 2018
Waiting for Your Email: For the Good of Humanity, Please Reply. What happened to service standards and communication etiquette? At the risk of sounding like my father (as he extolled the virtues of the good old days), I am mystified by the rapid deterioration of responsive communication and service urgency. I suspect I’ve been blessed (and cursed) to have started my professional career working for companies and leaders who established clear, written communication expectations and insisted on rea
Experience Matters
APRIL 10, 2018
We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings. Congratulations to Dish Network for earning the top customer experience rating across TV & Internet service providers.
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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.
Customer Guru
APRIL 10, 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.
ShepHyken
APRIL 10, 2018
Use Moments of Magic to Transform Customers Into Superfans. How can you get happy customers to become your greatest marketing tool? Shep Hyken sits down with Lars Kristensen, founder of NiceJob , to discuss the importance of customer reviews and making them effective marketing tools. ? ? ? ?. . Top Takeaways: Lars explains how marketing is often based a company’s budget, not the kind of work or product they delivered.
Heart of the Customer
APRIL 10, 2018
We posted part 1 last week. Here’s part two of Jim’s interview with Intouch Insight: —– In part-one of our interview, Jim – founder of Heart of the Customer and Certified Customer Experience Professional (CCXP) – provides many great insights for customer experience (CX) professionals looking to build a standout CX program across their organization.
Strativity
APRIL 10, 2018
Creating a Patient-Centric Culture. By Steven Walden, Strativity Group. Sue Kong, Director at NHS Elect had the pleasure to interview Steven Walden, UK Managing Director of Strativity Group, LLC. Steven has a career in customer experience, most recently serving as Director of Customer Experience at ttec Digital. He was Director of Customer Experience at Ericsson and spent 8 years as Head of Consulting and Research at Beyond Philosophy.
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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.
Truthlab
APRIL 10, 2018
Reading Time: 4 minutes Here’s some advice on picking your trajectory in the high-tech startup scene if you didn’t go to MIT, Harvard, or Stanford. (Read: Startup vs MBA) This article is mainly for folks who want to get out of one career path and into the tech startup scene and are ambitious, aggressive, or competitive enough to want […]. The post Sneaking into High Tech SaaS Leadership: A Strategic Path to Earn Your Golden Ticket appeared first on truthlab.
CX Advantage Walker
APRIL 10, 2018
I hate to be the bearer of bad news, but as Steve Walker says in our bonus 10 Traits Recap podcast episode, “it would take a pretty special brand of unicorn.” At the recent Qualtrics X4 event, we took a group of about 40 B2B CX professionals through a self-evaluation exercise. And guess what? Not. Continue reading. The post Why you’ll never be <del>a unicorn</del> great at all 10 CX traits appeared first on CX Advantage.
Second to None
APRIL 10, 2018
Like other research programs, the success of a mystery shopping initiative hinges on your brand’s ability to specifically target the information you hope to uncover. Without a specifically prescribed target outcome, it will be challenging to determine whether or not the program performed up to expectations. Finding a vendor that is able to work with you to determine what a program should look like for your unique brand identity can be extremely valuable to the overall Customer Experience y
Alliance by IFS
APRIL 10, 2018
Your field service organization has many critical questions to ask when evaluating new service management software solutions. One of the most critical questions is, ‘What kind of ROI can we expect?’. Take Astea’s interactive ROI Calculator quiz to get a personalized presentation detailing your estimated Productivity Gains, Cost Savings and Revenue Improvement.
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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,
LiveChat
APRIL 10, 2018
As an online store owner, you do everything you can to make sure that your business is running smoothly. You make sure the best photos of your products are taken. You craft the best product descriptions. And you make your site load times quick and navigation easy. Despite reaching your target sales figures for the month, you know that you could still do better.
CX Ahead
APRIL 10, 2018
To truly thrive, banks need to provide value beyond handling money, delivering a transformational customer experience. Joe Pine and James Gilmore pioneered customer experience with The Experience Economy. In this book, they share four stages to economy value: commodities, products, services and experiences. Banks are on the verge of the highest level of economic value: staging […].
Strativity
APRIL 10, 2018
Creating a Patient-Centric Culture. By Steven Walden, Strativity Group. Sue Kong, Director at NHS Elect had the pleasure to interview Steven Walden, UK Managing Director of Strativity Group, LLC. Steven has a career in customer experience, most recently serving as Director of Customer Experience at ttec Digital. He was Director of Customer Experience at Ericsson and spent 8 years as Head of Consulting and Research at Beyond Philosophy.
Oracle
APRIL 10, 2018
The SmarterCX.com team and I are excited to kick off our Facebook Live interview series from Modern Customer Experience 2018! We’ll be broadcasting live on Tuesday, April 10th, Wednesday, April 11th, and Thursday, April 12th from the McCormick Center in Chicago, where we’re speaking with keynote speakers, leaders from top brands, CX influencers, and more.
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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?
Maru/HUB
APRIL 10, 2018
What fundamental principles should your customer experience programme live by? We’ve got the most important 6 in this short visual presentation. Watch our 6 CX principles webinar on demand. The post The 6 principles every CX programme should live by appeared first on Maru/Syngro.
Oracle
APRIL 10, 2018
On Monday, I started my journey from New York City to Chicago for Oracle Modern Customer Experience 2018. Interestingly enough, throughout my travels, I encountered a number of customer experiences that I felt went above and beyond. My CX with American Airlines. Several hours prior to my flight, I received a text from American Airlines that my gate number had been changed.
Forrester's Customer Insights
APRIL 10, 2018
Brands know that video resonates with their buyers, but if you’re new to producing video, the format can be daunting. There’s a great opportunity for B2B marketers to use video to help distill and showcase their company’s big ideas. In our report A Blueprint For Successful B2B Video Marketing we outline 3 steps that marketers […].
Verint
APRIL 10, 2018
Engage18: On The Inside. Don’t have cowboy or cowgirl roots? That’s okay. You can still find ways to tap into your inner cowboy while attending the Verint Global Customer Conference in the Big D, May 14-17. Here are five ideas to try on for size. High-step it on over to the Cowtown Coliseum and stroll down the street the Coliseum lives on. It’s a street that’s filled with retail shops selling unique cowboy attire, including hats, boots and all the other cowboy fixings.
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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.
Forrester's Customer Insights
APRIL 10, 2018
The CIOs of SAP customers need to pay close attention to the vendor’s announcement earlier today with details on how it intends to modernize its software licensing model. Please don’t think that “software licensing” is an esoteric topic that you can delegate to someone a level or two down in your organization. It isn’t. There […].
Grade.us
APRIL 10, 2018
If you need to reach decision makers, you’ll need to know how to get a meeting first. If you’re an experienced seller, you know how tough this is. Decision makers instruct gatekeepers to screen salespeople out. Busy executives do everything they can to avoid them. Culturally, they're viewed as a manipulative nuisance, the kind of distraction customers steer clear of.
Forrester's Customer Insights
APRIL 10, 2018
As a B2C marketer, do you know how you should spend your technology budget? Where should you invest and from which technologies should you divest? These questions can keep marketers up at night as they think about ways to provide contextually relevant experiences to their consumers. However, nearly two dozen Forrester colleagues and I just […].
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