Alida

OCTOBER 17, 2017

This article is a guest blog post from Ed Bennett, a digital strategy expert and president and CEO of Ed Bennett Consulting. To hear more insight from Ed on patient experience, watch our webinar, Diagnosing disruptions: De-risking decisions in health care’s digital age. . In the age of companies like Amazon, Airbnb and Apple, health care organizations are lagging other industries in customer experience.

Hospitality 247

Hospitality Retail Leadership Culture 247

InMoment XI

OCTOBER 17, 2017

As a retail brand, there are certain elements your company deems important in order to uphold your brand image to your customers. It’s imperative that each frontline employee represents the brand according to the standards set for service delivery. But with so many disparate locations, how can you ensure this is happening? Especially in light. View Article.

Retail 200

Retail Brands Company Customers 200

AskNicely

OCTOBER 17, 2017

Not all software launches are created equal. On one end of the scale are the simple launches. You know, the ones where you pay someone — in some cases a large sum of — cash to get your shiny, new software up and running. On the other end of this invisible scale you have the launches that require serious project and change management, ongoing communication and a commitment to company-wide culture change.

NPS 150

NPS Net Promoter Score How To Metrics 150

Experience Matters

OCTOBER 17, 2017

We just published a Temkin Group report, State of Voice of the Customer Programs, 2017. Here’s the executive summary: For the seventh straight year, Temkin Group has benchmarked the competency and maturity levels of voice of the customer (VoC) programs within large organizations. This year we surveyed close to 200 large companies and asked them to complete Temkin Group’s VoC Competency and Maturity Assessment, which evaluates their capabilities across what we call the “Six Ds:” Detect, Dis

Report 150

Report Groups Survey Customers 150

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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.

Customers

NICE inContact

OCTOBER 17, 2017

Have you ever excitedly anticipated a birthday present, and been slightly disappointed when you got it? Maybe you had something in mind that you were hoping to get, and you thought to yourself, “I wish they’d just asked what I wanted, instead of guessing.” It would have been a better use of their money, and you would have been more satisfied. I’ve experienced this in the contact center, but in the role of the “gifter.

Customer Experience 138

Customer Experience Contact Center Study Loyalty 138

NICE inContact

OCTOBER 17, 2017

Have you ever excitedly anticipated a birthday present, and been slightly disappointed when you got it? Maybe you had something in mind that you were hoping to get, and you thought to yourself, “I wish they’d just asked what I wanted, instead of guessing.” It would have been a better use of their money, and you would have been more satisfied. I’ve experienced this in the contact center, but in the role of the “gifter.

Customer Experience 120

Customer Experience Contact Center Study Loyalty 120

Truthlab

OCTOBER 17, 2017

Reading Time: 3 minutes You’ve developed a great product, tested and refined how it works, and successfully strategized how to get it into the hands of buyers. You’ve conducted all the best practice user research that experts recommend and you’ve refined the UI and IA so that users glide through your website with ease. And your diligence has paid […].

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How To Customer Experience Design Customer Experience Customers 119

InMoment XI

OCTOBER 17, 2017

As a retail brand, there are certain elements your company deems important in order to uphold your brand image to your customers. It’s imperative that each frontline employee represents the brand according to the standards set for service delivery. But with so many disparate locations, how can you ensure this is happening? Especially in light.

Retail 113

Retail Brands Company Customers 113

Alliance by IFS

OCTOBER 17, 2017

If your company sends service technicians into the field, then you need a Mobile Workforce Management solution. It’s mission critical for so many reasons: visibility into field techs, connecting mobile workers to the back office, exchange of real-time data for a better customer experience, and so on. Yet according to the 2016 Frost & Sullivan Mobile Enterprise Applications Survey, 26% of North American companies are either delaying or completely rejecting the implementation of a new Mobile W

Management 80

Management ROI Software Leadership 80

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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

Retail

Andrew Mcfarland

OCTOBER 17, 2017

The concept of fast firing is flawed (or at best, half the story). An article about Uber’s beleaguered former CEO and his firing philosophy struck me as symptomatic of their problems (too fast and loose). His energy and enthusiasm in.

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Customer Bliss

OCTOBER 17, 2017

Comcast Customer Experience – Episode Overview. Charlie Herrin is the Chief Customer Experience Officer at Comcast, based out of Philadelphia. Comcast has become a big name in the CX space in recent years for some of the work they’ve done around customer growth, and I think Charlie ended up being a great guest. I’m going to outline some of the key themes of the discussion — which is very enlightening — and then encourage you to listen to the entire episode when you

Customer Experience 57

Customer Experience Net Promoter Score Customer Journeys Self Service 57

ShepHyken

OCTOBER 17, 2017

James Dodkins on Putting the Employee First, the Customer Second. It is common belief that the customer’s needs should always come first, but what if employees’ needs were put first in order to ensure customer satisfaction? Shep Hyken interviews James Dodkins who shares his ideas on what a company looks like when the employees are made top priority, so that in return they can be best prepared to treat customers as their main focus.

Customer Centricity 51

Customer Centricity Culture Travel Leadership 51

Strativity

OCTOBER 17, 2017

The world’s premier customer experience consultancy, Strativity Group, Inc., rolls out new features within Touchpoint Dashboard to help practitioners amplify the human elements in customer journey maps. . HACKENSACK, NEW JERSEY, October 17, 2017 –Strativity Group, Inc., the world’s leading customer experience consultancy, unveils Customer Types and a revamped user interface within Touchpoint Dashboard.

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Touchpoint Customer Journeys Consulting Groups 40

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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,

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Forcivity Salesforce

OCTOBER 17, 2017

It’s imperative for service firms to consistently deliver “Service Excellence” to create a differentiated Customer Experience (“CX”) that will, in turn, retain customers, obtain positive referrals, attract new customers, and grow profitability. CX is a cumulative result of each and every.

Customer Experience 40

Customer Experience Customers 40

InboxAI

OCTOBER 17, 2017

Komiko can help your account management renewal. Working with our customers, we analyzed 7,432 renewal opportunities across a variety of different businesses and the results are remarkably consistent. Ninety days prior to renewal, customers can be divided into five categories based on their likelihood to renew: likely to renew, above average, average, below average, and churn risk.

Management 40

Management Metrics Groups Insurance 40

Strativity

OCTOBER 17, 2017

Brands are playing an increasing role in our escalating culture wars, with the NFL only the latest to. find itself on the frontlines. Don’t be fooled, your brand could be next—and no path forward is easy. Beverage companies must. weigh child obesity with a person’s right to choose what to drink. Google was slammed both for. under-representing female engineers and for limiting free speech when it fired the author of well publicized, anti-female rant.

Culture 40

Culture Brands Social Media Government 40

Customer Alignment

OCTOBER 17, 2017

The UK is a pet-loving nation. We treat our animals like members of the family and we do like to protect our own. We, as a family, are no different. As any dog owner will know, ownership doesn’t come cheap. We, personally, are in the 25% who pay for pet insurance. This is a personal choice and despite being one of the more expensive premiums we pay, we are a risk averse family; as a return for this expense, we expect the best care and service.

Insurance 40

Insurance Policies Customer Journeys Customers 40

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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?

Customer Experience

Strativity

OCTOBER 17, 2017

Brands are playing an increasing role in our escalating culture wars, with the NFL only the latest to. find itself on the frontlines. Don’t be fooled, your brand could be next—and no path forward is easy. Beverage companies must. weigh child obesity with a person’s right to choose what to drink. Google was slammed both for. under-representing female engineers and for limiting free speech when it fired the author of well publicized, anti-female rant.

Culture 40

Culture Brands Social Media Government 40

Clarabridge

OCTOBER 17, 2017

Clarabridge released a report, Customer Experience in the Clouds , last month that looked at the airline industry through the lens of passenger expectations. One of the more surprising findings was that almost three quarters of travellers don’t bother complaining to airlines when things go wrong. With Ryanair and Monarch back in the news, the study received a fair amount of media attention and I had the opportunity to speak for Clarabridge on BBC World News where Aaron Heslehurst, presente

Airlines 40

Airlines Feedback Study Hospitality 40

Talkdesk

OCTOBER 17, 2017

In the contact center industry, Talkdesk is one of the newest players. Legacy solutions have been established for decades and Talkdesk’s best chance was to build faster than competitors. So that’s what we did. And we haven’t stopped. When Talkdesk was founded, it was the first 100% web-based contact center software, which was a startling achievement at the time.

Contact Center 40

Contact Center Innovation Contact Center Software Roadmap 40

Grade.us

OCTOBER 17, 2017

That’s right, we’re going to be discussing keywords. There are probably a few of you reading this who just rolled your eyes and said “Keywords? What is this, 2008?” It’s true that keywords may not be the sexiest marketing tactic to discuss lately. Everyone’s focus seems to be on social media and how to optimize that. But when you’ve got access to an effective marketing tool, you make the most of it.

Hotels 45

Hotels How To Social Media Consumers 45

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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.

Training

Verint

OCTOBER 17, 2017

I don’t think I’ll surprise anyone by saying that, as an industry, we sometimes tend to get a bit ahead of ourselves. Vendors try to offer products to a market that’s not ready for them, and buyers may postpone purchases of solutions today in favor of waiting for technologies and products that are nowhere near ready for delivery. And we’re not alone.

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Contact Center Banking Industry Financial 36

Helen Dewdney

OCTOBER 17, 2017

The back ground. Many of us love the Xmas Advent Calendar, especially those with children who get a chocolate each day (where did those advent calendars go that just had the picture??) But some families, many of whom are sleeping in bed and breakfast (that’s a just a term by the way, there is no breakfast), and/or where the breadwinner has simply lost their job or fallen sick and most have fallen foul of the failure known as the benefits system and the chaos that Iain Duncan Smith started

Banking 68

Banking Social Media Tips System 68

Comm100

OCTOBER 17, 2017

Introduction. In 2013, Amy’s Baking Company became famous overnight after premiering on a particularly dramatic episode of Gordon Ramsay’s “ Kitchen Nightmares ” – a reality TV series that followed Ramsay’s attempts to help struggling food establishments improve their business. Once a failing restaurant, Amy’s Baking Company now had a flock of new customers rushing to their location in Scottsdale, Arizona, eager to check out the only establishment that the renowned chef had ever walk

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Social Media Customer Service Customer Care Feedback 123

ijgolding

OCTOBER 17, 2017

This is the not the first article I have written about the subject of Customer Effort. In 2014, I wrote a story that still makes me break out in a cold sweat today. On that occasion, Vauxhall provided the case study to bring Customer Experience ‘theory’ to life. You can read the story here…. In 2017, it gives me absolutely no pleasure to have to bring the subject to life once more, with an example that may be a surprise to many – especially in the UK.

Hotels 395

Hotels Travel How To Customers 395

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Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.

Customers

Michelli Experience

OCTOBER 17, 2017

Recently an interviewer asked me a frustrating question, “Why are we constantly watching leaders on television who are boastful and self-serving?”. My answer, “B ecause the leaders we see on television in the United States are predominantly politicians. Those politicians, be they Republican or Democrat, often place their political careers above the broader issues of the country.

Interaction 203

Interaction Technology Leadership Consulting 203