Experience Matters
JULY 5, 2017
Trust is a critical component of a strong relationship with customers. That’s why Temkin Group has been measuring trust for several years in the U.S. This year we’re publishing the 2017 Temkin Trust Ratings, UK, which evaluates 157 companies across 16 industries based on a survey of 5,000 UK consumers in January 2017 (see full list […].
Vonage
JULY 5, 2017
In a commodity world, customer loyalty is harder to achieve. Customers want you to stand out and earn their trust. Here is a list of strategies to create a customer centric organization. Get to know the customer. Listen and show you have listened. Deepen the relationship with your knowledge of them and their buying habits. Be the editor for the customer.
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CX Journey
JULY 5, 2017
Image courtesy of Pixabay Customer focus. at what cost? Are you kidding me? I recently attended a webinar about how to develop a customer-centric culture. One of the questions during the Q&A at the end of the webinar was something along the lines of, "Doesn't more customer focus means less focus on products, etc.?" I happened to have just taken a sip of my coffee, and I think it came out of my nose.
Alida
JULY 5, 2017
In a dynamic and sometimes struggling retail environment where online giant Amazon buys grocery chain Whole Foods , consumer packaged goods (CPG) companies must build brand awareness and harness the insight of shoppers if they are to win the battle for shelf space. It takes more than just financial investment to stay relevant amidst all the turmoil.
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ShepHyken
JULY 5, 2017
I will always remember my first marketing class in college when we learned about the 4 P’s – Product, Price, Place, and Promotion. Well, now there is a fifth P. Before I go any further, as a customer service and experience expert, I believe that service and experience are all about marketing. The first P is about Product. It is assumed that the product is going to do whatever it is supposed to do.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
iPerceptions
JULY 5, 2017
We’re halfway through 2017 already, and there continues to be a steady flow of great and interesting articles and studies that dive deep into the customer experience. Let’s look at some of the biggest stories and trends about the customer experience that came out this month.
Happy or Not
JULY 5, 2017
By Stephanie Levy | HappyOrNot 4 MIN READ Part 3 of a 4 Part Series: The Journey to CX Greatness What does customer satisfaction mean? What makes a customer feel satisfied? Can customer satisfaction be easily achieved? Elements that make up customer satisfaction can vary from business to business and customer to customer, but at the core […].
Eptica
JULY 5, 2017
Date: Wednesday, July 5, 2017 Driving digital transformation within insurance. Published on: July 05, 2017. Author: Pauline Ashenden As in many industries, the insurance sector is experiencing radical changes due to digital transformation. Nearly 80% of consumers want to use digital channels such as the web, email, social media and chat to interact with insurers.
LiveChat
JULY 5, 2017
We waited for this moment for quite some time. The excitement was so big that we even made bets on when it would happen. And I’m not talking about reaching 100,000 unique visits per month on our blog – although that caused a lot of stir as well. I’m talking about a day when our dashboard showed us that LiveChat reached 20k customers ! Woohoo! What do you do when you hear such amazing news?
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Confirmit
JULY 5, 2017
This year was my third year as an ACE Awards judge, and having enjoyed the category for Insight through an MR Agency last year, I grabbed that one again. This is the award for Market Research businesses who are running Voice of the Customer programs for their clients. It’s a growing area for many forward-thinking research businesses who are able to use their technological and methodological skills to ensure companies are able to drive business change from customer feedback.
Talkdesk
JULY 5, 2017
Last week, Talkdesk invited the team from Front to co-host a webinar about managing high volumes of customer support. Together, Talkdesk and Front presented five specific tactics that support teams can utilize to increase support efficiency while maintaining a level of personalization that keeps customers engaged. In this post, we’d like to share more details about the first of these five tactics.
ClientSuccess
JULY 5, 2017
As any SaaS professional knows, even the best laid plans sometimes hit roadblocks. For customer success leaders, these roadblocks or pitfalls can be the tipping point between customer satisfaction and customer churn. 5 Common Success Post-Sales Pitfalls. In order to make sure your CSMs are prepared, take a look at these common post-sales pitfalls, strategies for success, and best practices at every point of the post-sales customer lifecycle to ensure critical issues don’t slip through the cracks
WorkOutLoud
JULY 5, 2017
We believe there are 5 components to help your customers coming back for more products and support creating longterm business relationships. Maximize the effective use of your products – Ask questions through polls that show in the feed within the community real-time and create surveys that can also help better understand if your product is being effective.
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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,
COPC
JULY 5, 2017
COPC Inc. introduces a new blog series called Ask the Experts. This will be a quarterly series where we ask COPC Inc. experts questions about specific areas for improving operational performance in call centers, customer experience operations, vendor management organizations and procurement. In this edition of Ask the Experts , we turn to Judi Brenstein, vice president and COPC Inc.’s resident expert on recruiting, hiring, training and coaching for call centers and CX operations.
CXApp
JULY 5, 2017
The time has come to throw a strategic, mini launch party… and have some fun! In Chapter I , we discussed the importance of crafting your internal communications for generating awareness around your mobile app program initiatives.
ForeSee
JULY 5, 2017
As the largest digital automotive marketplace in the U.K., Auto Trader relies on keeping potential customers actively engaged and highly satisfied when visiting its digital channels – making a good customer experience a necessity. The. The post How Auto Trader boosted NPS scores 42% with ForeSee CX measurement appeared first on ForeSee.
Peter Lavers
JULY 5, 2017
Peter Lavers blog on “Two Common Mistakes Companies Make” has been published in CXM. The world is going omni-channel*, and understanding / managing your customers’ cross-channel journeys and usage of ever-proliferating media are at the heart of Customer Experience theory. Find out what those 2 things are here. Tweet to Peter Lavers @PeterLavers.
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.
Grade.us
JULY 5, 2017
Customers can be tough. Some, once they’ve paid for your product, become demanding and difficult. These customers pick at your support staff, slowly wearing them down. When this happens, conflict is inevitable. Your support staff is your first line of defense. They experience abuse on a regular basis. Customers approach from a neutral place of need and occasionally a negative place of unhappiness and dissatisfaction.
Verint
JULY 5, 2017
In the first blog in this series , we discussed how organizations can help optimize the impact and scalability of their corporate Lean and Six Sigma teams. In this blog we’ll be addressing how these teams can prioritize processes for re-engineering or automation. In a recorded webinar, Creating Competitive Advantage through Process-Led Transformation , Accenture Managing Director Mark George shared a startling statistic.
Upwave
JULY 5, 2017
You read them in your daily life. You react to them to define your strategies. You use them to make your business case to customers in almost every marketing and sales effort. And, you may not even know that Survata was powering them.
Beyond Philosophy
JULY 5, 2017
I was shopping for a graduation card the other day, and all of them seemed to say something like this: “Dream big and reach for the stars, your goals are within reach and you are on your way to an amazing future.”. If I was just getting out of school I would find this rather terrifying. I think I’d much prefer a hearty “Congratulations – well done!” instead of a bunch of vaguely inspirational words reminding me how far I had yet to go.
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Upwave
JULY 5, 2017
You read them in your daily life. You react to them to define your strategies. You use them to make your business case to customers in almost every marketing and sales effort. And, you may not even know that Survata was powering them. Statistics powered by surveys are shaping and mapping business for every single market – whether it’s consumer or B2B.
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