Alida

AUGUST 16, 2016

Online communities have become a necessity in today’s business world. To appreciate just how dominant they have become, consider these stats: According to Forrester Research’s 2015 Customer Lifecycle Journey report, 81 percent of companies now have community-type support channels—a steep increase from 2012’s 67 percent figure. The 2015 edition of the GreenBook Research Industry Trends report shows that 50 percent of market researchers now use online communities.

Social Media 0

Social Media Innovation ROI Feedback 0

ijgolding

AUGUST 16, 2016

Since I have been writing, summer holidays have been a regular feature in my posts. As someone who tends to use his own experiences to bring the principles of Customer Experience to life, this is not surprising! The following are my five favourite articles to date: ‘We only want one room!’ Will your summer holiday experiences create the right memories?

Culture 133

Culture Customer Experience Travel Customers 133

NICE inContact

AUGUST 16, 2016

While preparing this blog, I kept thinking about Millennials. Everyone’s talking about them. They’re the driving force behind customer experience transformation because they have been raised with a digital sensibility. My first Millennial had a mobile phone by the age of 12 and a smartphone at 16, and that was a few years ago. My second got her first smartphone even earlier, at 14.

Omni-Channel 121

Omni-Channel Customer Experience Conference Retail 121

Customer Bliss

AUGUST 16, 2016

Episode Overview. Continuing to explore customer experience leadership in many different sectors of business, my podcast today is with Dave Nelson, the Chief Customer Officer at Armstrong Relocation & Companies, a very large family-owned business that provides moving and relocation services as the agency for a national moving company brand. In our conversation, Dave and I discussed how he leads customer experience in a family-owned business, and as an agency to a larger corporate entity.

Customer Experience 107

Customer Experience Chief Customer Officer Leadership Culture 107

Advertisement

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.

Customers

CX Journey

AUGUST 16, 2016

Image courtesy of 12:51_photography Are your company executives lean leaders? Last month, I wrote about the concept of lean management and what that means not only for your company but also for your customers. If company leadership wants to transform the culture of the organization and become a lean company, they've first got to understand what comprises lean leadership.

Company 106

Company Leadership Culture Touchpoint 106

ShepHyken

AUGUST 16, 2016

Ted Rubin Reveals Tips on How to Build Customer Trust and Get a Return on Relationship (RonR). Shep Hyken speaks with brand evangelist, social marketing strategist, and keynote speaker, Ted Rubin about branding, customer service, customer experience and, most important, building trust (with both employees and customers). Ted is one of the most influential CMO’s followed on social media and he provides us with great tips and ideas to help strengthen your “Return on Relationships” (#RonR).

Social Media 0

Social Media Tips Brands Customer Experience 0

ClearAction

AUGUST 16, 2016

Strategic Customer Experience Action on Voice of Customer Lynn Hunsaker. Strategic customer experience results require a strategic approach in the way we collect data and in the way we take action on it. Of all the strategies within a company, what has the potential to be more far-reaching and impactful than how we understand our funders (customers) and how we cater to their propensity to continue funding us?

Voice of Customer 60

Voice of Customer Customer Experience Sports Customer Experience Management 60

ShepHyken

AUGUST 16, 2016

Empathy and Respect. Have you ever had a customer tell you how to do your job? While that hasn’t happened to me, I don’t think I would like it. But, what if the customer was right and the employee was wrong? What if the “suggestions” were valid, if not even the right way to get something done? The other day I was flying home to St. Louis and arrived at the airport very early.

Airlines 73

Airlines How To Training Customer Service Training 73

Beyond Philosophy

AUGUST 16, 2016

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Think back, if you will, to your favorite childhood nursery rhymes and you’ll no doubt recall the lesson learned from the Little Red Hen. She and her brood of chicks planted and cultivated the corn, harvested it, made it into batter and baked it into delicious bread. Suddenly, the other farmyard animals — who had stood around refusing to help while she and the chicks did all the work – also wanted to enjoy some of th

Customer Experience Management 60

Customer Experience Management Customer Experience Management Consulting 60

Advertisement

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.

Communication

Myra Golden

AUGUST 16, 2016

Two years ago my dad needed a quadruple bypass and to have 3 heart valves replaced. The surgery came with risks. There was a 10 – 15% risk of death during or shortly after surgery. My family arranged a meeting with my dad’s surgeon where the entire family could ask questions about the surgery. The surgeon walked into the simple exam room to meet with us.

Customer Service Representative 48

Customer Service Representative Customer Service Tips Video 48

Think Customers

AUGUST 16, 2016

According to recent research released by Russell Reynolds Associates, turnover rates among Chief Marketing Officers (CMOs) are at their highest levels since the executive search firm began tracking marketing officer appointments four years ago. The good news for many CMOs is that 61 percent of CMOs left their companies in the second half of 2015 for new opportunities, with 75 percent of the departees remaining in the same industry.

Analytics 48

Analytics Marketing Tools Industry 48

Forrester

AUGUST 16, 2016

Some of you may have seen my earlier blog post on why you should attend CX Marketing Singapore 2016 ! Our annual Forrester Singapore event returns in less than two weeks, and I'm excited to hear from our own Forrester experts as well as esteemed industry speakers on how customer experience is and will continue to be the key differentiator for organizations to succeed in the age of the customer.

Marketing 43

Marketing Travel Industry Customer Experience 43

Up Your Service

AUGUST 16, 2016

A successful service culture requires your people to collaborate with each other internally and exercise the partnership skills to create greater value for external clients. How do you find and hire such people? This is a critical question. New Staff Recruitment is a key Building Block of a strong and sustainable service culture. In a previous blog post we provide a guide to interviewing and then hiring staff with a positive service mindset.

Culture 43

Culture Exercises Strategy Examples 43

Advertisement

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,

Tips

Avaya

AUGUST 16, 2016

Welcome to “An Introduction to Avaya Breeze Web Services,” part five in a series of videos that explore writing Avaya Breeze™ applications—or Snap-ins. In this video, I show you how to integrate a Breeze Snap-in with a cloud service. The ability to add RESTful Web Services into Breeze applications allows developers to partner with functionality well beyond that of simple telephony.

Engagement 41

Engagement Video System Connections 41

Talkdesk

AUGUST 16, 2016

Every job has its ups and downs, and call center agents are no exception. In fact, Russell Huebsch reports in the Houston Chronicle that, “Across the entire industry, call centers replace 26 percent of their front-line agents annually… Actual turnover rates vary by sector within the industry and the classification of an employee may affect his expected attrition rate.

Call Center 41

Call Center Tips Software Tools 41

Avaya

AUGUST 16, 2016

Watch as Jean “JT” Turgeon discusses the path Avaya is taking into the Smart Digital World and how the company enables digital transformation. In his previous video , Turgeon introduced Avaya’s smart vertical solutions and now returns for a deeper dive. He also elaborates on the importance of the secure and automated end-to-end network infrastructure that Avaya provides, assuring viewers that there are “no other competitors that can do what Avaya can do today.”.

Video 41

Video Connections Company Healthcare 41

Up Your Service

AUGUST 16, 2016

A successful service culture requires your people to collaborate with each other internally and exercise the partnership skills to create greater value for external clients. How do you find and hire such people? This is a critical question. New Staff Recruitment is a key Building Block of a strong and sustainable service culture. In a previous blog post we provide a guide to interviewing and then hiring staff with a positive service mindset.

Culture 40

Culture Exercises Strategy Examples 40

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

Customer Interactions

AUGUST 16, 2016

Who’s who and what’s what when it comes to being a CMO in the industry. This week in CMO Perspectives we share with you a piece from Jim Yu via Searchengineland.com on SEO and the CMO; Kimberly A. Whitler interviewing the great Margaret Molloy on the increasing influence of B2B marketers; Onalytica’s Joe fields compiled list of 100 top influencers and brands; Daniel Matthews writing for Jeffbullas.com on 5 ways to rock experiential marketing; Mikes Sands [Marketingland.

Marketing 39

Marketing B2B Customer Centricity Trends 39

LiveChat

AUGUST 16, 2016

SEO, also known as Search Engine Optimization, is a nightmare of many entrepreneurs and marketers. All of them want to hit first pages of Google rankings with their pages and all they see SEO as a malicious obstacle that stands between them and better Google ranks. But what if we look at SEO the different way? Not as an obstacle to our website success but as a tool helping a user find what they are looking for?

Effort Score 44

Effort Score Fashion Strategy Guidelines 44

Michelli Experience

AUGUST 16, 2016

Infographics 109

Infographics Customers Employee Engagement Consulting 109