InMoment XI
FEBRUARY 22, 2018
A few months ago, I flew to Europe. I had booked the flight only two weeks early, and thus paid top dollar for my ticket. Upon returning home, I noticed that I hadn’t received any of the outstanding reward miles in my account. I didn’t think much of it, concluding that they were likely still. View Article.
QuestionPro Audience
FEBRUARY 22, 2018
Conducting research studies are one thing, but conducting a survey that actually generates insightful data is another. A well-written survey can provide the client with invaluable customer insights. While survey methodology may seem intimidating to those who are unfamiliar with market research, it doesn’t have to be. QuestionPro Audience has compiled a list of 5 best practices to ensure you collect the best data from your research study.
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InMoment XI
FEBRUARY 22, 2018
A few months ago, I flew to Europe. I had booked the flight only two weeks early, and thus paid top dollar for my ticket. Upon returning home, I noticed that I hadn’t received any of the outstanding reward miles in my account. I didn’t think much of it, concluding that they were likely still. View Article.
Centriam Customer Experience Lab
FEBRUARY 22, 2018
Improving customer experience increases customer lifetime value. In fact, it dramatically increases it, as research indicates that satisfied customers spend more than twice as much as unsatisfied customers. But how does one begin constructing a business case applying this fact?
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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.
CloudCherry
FEBRUARY 22, 2018
Go to a non-business department in any university and ask what they think of the idea that they are actually selling a product/service and should treat their students like a business treats their customers. In all likelihood, you’ll get a lot of horrified looks. The students will nod in agreement, but the faculty — especially those who are passionate about academia – will give you haughty glares and might just evict you from the premises.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Beyond Philosophy
FEBRUARY 22, 2018
I’m a great fan of Apple, and not just because I use their products. For years, Apple has distinguished itself as a company that knows how to build an emotional connection with its customers. Because of that connection, Apple claims legions of loyal fans. But with its recent missteps in its handling of iPhone battery issues, one has to wonder: has Apple lost touch with its customer base?
Horizon CX
FEBRUARY 22, 2018
You often hear of the positive power of a smile. A recent business trip brought this to light to me, as well as the negative power that is portrayed when it is missing. My colleague and I were on our way to see a client and we decided to stop and get a coffee. The first coffee shop we came upon is a nationally well-known one, and especially here in New England—and even especially more in Quincy, MA.
Influitive
FEBRUARY 22, 2018
Today’s customers don’t trust ads. Instead, they turn to their inner circle of peers when they need recommendations on new products or services. Nielsen’s “Consumer Trust in Advertising” study shows that, ‘recommendations from people I know’ remains the most trusted form of brand discovery, and ‘consumer opinions posted online’ comes in at third most trusted.
ProProfs Chat
FEBRUARY 22, 2018
Good customer service is all about bringing customers back. And about sending them away happy – happy enough to pass helpful feedback about your business along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers. As Damon Richards states: “ Your customer doesn’t care how much you know until they know how much you care ”.
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.
UJET
FEBRUARY 22, 2018
Once thought of as a cost center, service and support are now front and center as two factors that can either make or break relationships with customers—and don’t just take our word for it. Here are 30 stats that emphasize why investing in great service isn’t just the right thing to do for your customers, but also your business.
Second to None
FEBRUARY 22, 2018
Organizations that have managed to open up branches across the country are constantly trying to measure, understand and improve the performance of each individual location to ensure they match brand standards. One effective way to understand the performance of individual branches under your brand umbrella is to implement competitive benchmarking programs , because it can capture contextual information about branch performance.
Influitive
FEBRUARY 22, 2018
Taking an advocate community global can be daunting for many organizations. Building and implementing a strategy to connect almost 2,000 advocates speaking multiple languages spanning more than 40 countries has been challenging to say the least. Through this process, the number one lesson I’ve learned is to utilize best-in-class tools to connect and enable your.
West Monroe
FEBRUARY 22, 2018
nCino implementations have the potential to touch nearly all aspects of a bank’s operational workflows, data management system, and customer journey. Implementations of any new technology can be fraught with delays. After completing dozens of implementations with our partner nCino, we’ve learned a lot about how to help banks ensure successful implementations.
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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,
Magellan Solutions
FEBRUARY 22, 2018
Most people who have never been in a call center or has never worked in a call center would not know that there are many types of call center services. Some people probably know inbound and outbound. However, not only those two exists. There are still many types and categories under those two. For starters, inbound call center is where agents answer calls from customers and potential customers.
Informedy
FEBRUARY 22, 2018
Your customer clicked ‘buy,’ and you sent a branded thank-you email immediately after the transaction was complete (with a few additional product recommendations). Post-purchase engagement complete? Check. Time to move on to the next sale.
BlueVenn
FEBRUARY 22, 2018
Today we exist in two worlds – the offline world and the online world. The two are fusing by the day. Both worlds capture traces about our lives: how we spend our money, where we live and where we go. It records what we drive, where we work and our family status. Add to this our daily step count, the web pages we browse, our mobile behavior, our social media engagements and so on.
Customer Enthusiast
FEBRUARY 22, 2018
During a recent Q&A session, I was asked this question: “How do you motivate employees to go above and beyond who are complacent and content to simply go through the motions at work, do the bare minimum, and collect a paycheck?”. First of all, I don’t believe it’s possible to motivate people. People motivate themselves. But you can inspire them.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
Oracle
FEBRUARY 22, 2018
Adapted insights from a CXOTalk episode with Michael Krigsman and Dr. Michael Chui. Artificial intelligence (AI) has become part of the daily vocabulary of a customer experience professional. But exactly what is artificial intelligence? Michael Krigsman, Industry Analyst, CXOTalk recently interviewed Dr. Michael Chui, Partner, McKinsey & Company on the topic of “ AI Research ” for the popular CXOTalk show.
Strativity
FEBRUARY 22, 2018
Employee experience is not a matter of slogans and empty pats on the back. It is about nurturing a culture and an environment that will stir employees’ passion for the business, unleash the best in them, and inspire them to exceed goals and expectations. But in order to do so, employers must first eliminate obstacles and build trust with their employees.
Lithium
FEBRUARY 22, 2018
Holidays present unique opportunities for brands to engage with customers on social media. We took a look at four randomly selected Lithium customers to see what they did for Valentine’s Day. We gotta hand it to them, they’re creative!! 1.) Take a survey and get your customers dreaming. 2.) Compile a special video and share the love! 3.) Create and offer a unique guide that involves using your brand’s product to celebrate the holiday. 4.
Strativity
FEBRUARY 22, 2018
www.chiefexecutive.net. A recent Harvard Business Review article, “The Leader’s Guide to Corporate Culture,” January 2018, outlines a framework to assess corporate culture themes and types. The authors did a wonderful job in isolating distinct possible cultures such as “Results-oriented” and “Caring-focused.”. The proposed integrated culture framework, which combines the response to change (stability vs. flexibility) with people interaction (independence vs. interdependence), seemed to make lo
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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.
Lithium
FEBRUARY 22, 2018
Holidays present unique opportunities for brands to engage with customers on social media. We took a look at four randomly selected Lithium customers to see what they did for Valentine’s Day. We gotta hand it to them, they’re creative!! 1.) Take a survey and get your customers dreaming. 2.) Compile a special video and share the love! 3.) Create and offer a unique guide that involves using your brand’s product to celebrate the holiday. 4.
Talkdesk
FEBRUARY 22, 2018
One of the big conclusions from Deloitte’s 2017 global contact center survey was that contact centers would see a shift in their primary function. To quote the survey: “Only three percent of companies responding consider revenue growth to be the primary driver for their contact center. Instead, close to 90% name improving customer experience as a strategic focus.”.
Quadient
FEBRUARY 22, 2018
I’ve been known to tackle the odd home improvement project around my place. If you’re the same then you’re probably familiar with the old adage “measure twice, cut once”. . For those of you who are handyman-challenged this power tool proverb simply means that before firing up the circular saw and cutting that piece of wood, double-check your measurements for accuracy otherwise you could make a wrong cut and waste material, money and time.
Peter Lavers
FEBRUARY 22, 2018
Influencer Marketing is becoming increasingly recognised as an important component in the marketing mix*, particularly with the rise of digitally-enabled customer empowerment and consequential loss of “brand message control” by marketers. The (simplified) theory goes that if your company’s marketing and direct messaging is less trusted than independent voices (bloggers, vloggers, celebrities, experts, etc.), then recruit some of those voices to either impartially or overtly endorse your own mess
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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?
Brad Cleveland Blog
FEBRUARY 22, 2018
Consider these numbers: Word of mouth drives 20–50% of all purchase decisions. (McKinsey) Advocate customers spend 2 times more than regular customers, and because they stay longer, have a customer lifetime value 5 times greater than regular customers. (Bain & Company) Advocate customers are powerful. They … Continue reading → The post Cultivating Customer Advocates appeared first on Brad Cleveland.
NICE inContact
FEBRUARY 22, 2018
Submit your entries by March 1, 2018! With the 2018 NICE inContact CX Excellence Awards program, we’re excited to once again recognize customers like you who drive exceptionally creative, innovative customer experiences with NICE or NICE inContact products and services. We’ll be shining the spotlight on outstanding performance at Interactions 2018 with awards in five categories: Best Cloud Implementation.
Brad Cleveland Blog
FEBRUARY 22, 2018
Consider these numbers: Word of mouth drives 20–50% of all purchase decisions. (McKinsey) Advocate customers spend 2 times more than regular customers, and because they stay longer, have a customer lifetime value 5 times greater than regular customers. (Bain & Company) Advocate customers are powerful. They benefit your organization in direct ways (e.g., greater lifetime value) and indirect ways (e.g., word of mouth).
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