InMoment XI
JANUARY 2, 2018
The winter holiday season is such a great time to be with family and friends. It’s a time when we think about others and give gifts to the people we love. Everyone’s mind is on making the holiday experience perfect. As such, customers and companies alike are extra sensitive to their customer experience (CX). I’d. View Article.
BlueOcean
JANUARY 2, 2018
It was the most wonderful time of the year and although some staff members are ready to get back into action straight away for the new year, some staff members need a little nudge. Returning to work from this state of relaxation causes stress for all but for 27% of us, according to a survey by MetLife UK – it’s catching up with the backlog that builds up during our absence that’s one of the main culprits.
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InMoment XI
JANUARY 2, 2018
The winter holiday season is such a great time to be with family and friends. It’s a time when we think about others and give gifts to the people we love. Everyone’s mind is on making the holiday experience perfect. As such, customers and companies alike are extra sensitive to their customer experience (CX). I’d.
Storyminers
JANUARY 2, 2018
In graduate school, I learned that Cash Cows are sacred. If a dairy farmer has a cow that gives milk each day, it has a valuable asset because every day they can count on more milk. In 1966, Boston Consulting Group borrowed the term from farming to introduce part of its new portfolio matrix. “ Cash Cows ” means products that make more money than they cost to maintain market share.
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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.
TechSee
JANUARY 2, 2018
Customer satisfaction and experience are important for every industry, and insurance is no exception. According to the OECD Global Insurance Statistics , more than US $2.29 trillion in claims were paid by insurance companies in 2016 alone. Already a fiercely competitive industry, new players are continuously entering the market. One of those companies, Lemonade , is offering innovative business models focusing on a fast and efficient approval process and transforming what consumers (especially
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
JANUARY 2, 2018
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. This past July 23rd, Southwest Airlines passenger Stacy Hurt called the airline’s customer service desk at the Pittsburgh International Airport. Her luggage, containing medication for helping with the side effects of the colon cancer chemo therapy, had failed to arrive on a flight from Nashville.
Think Customers
JANUARY 2, 2018
As we say hello to 2018, certain business practices and trends are sure to follow us into the New Year. For instance, personalized experiences, meeting customer expectations, and protecting customer data continue to be important aspects of the customer experience. At the same time, a new year calls for a fresh start. And with that in mind, I have a list of ways businesses could begin transforming the ways they treat customers and their data.
ShepHyken
JANUARY 2, 2018
The Most Important Business Strategy: Create Trust. Shep Hyken Interviews David Horsager, Author of The Trust Edge. Do your customers trust you? . ? ? ? <span data-mce-type=”bookmark” style=”display: inline-block; width: 0px; overflow: hidden; line-height: 0;” class=”mce_SELRES_start”>?</span> Shep Hyken sits down with David Horsager, discussing the importance of trust and how gaining it from your customers is the most significan
Andrew Mcfarland
JANUARY 2, 2018
How are you going to improve your business this year? For starters, realize that improving the customer experience is a high-impact way to transform your business. Read on to jump-start your business in 2018 by reviewing the 10 Most Popular Customer.
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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.
ServiceDock
JANUARY 2, 2018
All businesses need customer feedback, but unlike the online world, bricks and mortar businesses very often won't have a customer’s email address or mobile number to ask for it. Customers walk in the door and eat, buy something or avail of your services and then leave. As a business owner, you can ask them in person if they enjoyed the meal, had a good checkout experience or were satisfied with the haircut.
ShepHyken
JANUARY 2, 2018
One of the more fascinating aspects of human systems, and one of the most significant differences with the wider field of complexity is that of identity. Humans beings rarely have single agency. Not only that our identities can flex and change instantly and in context. Identity switches also change the way we perceive the world, they create cognitive activation patterns that filter what we see.
Maru/HUB
JANUARY 2, 2018
With around 80 locations across the US, Canada and Europe, Equinox has become the benchmark for high quality gym and fitness clubs around the globe. Central to the companies philosophy is creating bespoke experiences with their customers, providing ample face-to-face time with highly trained expert professionals. Hiring success for this kind of human-centric business is therefore of critical importance.
Influitive
JANUARY 2, 2018
Before starting Bonehook eight years ago, I worked for seven agencies in five states and freelanced for a dozen more. You might say, I’ve had ample opportunity to work with both a s and all stars. Anyone who’s been in the game long enough has had to find more than one creative way to work around […]. The post A s Are Friction; Creative Companies Need Cleaner Fuel appeared first on Adpulp.
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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,
Provide Support
JANUARY 2, 2018
How Good Content Lets Your Customers Know You Care. Whether you are a start-up company, regional SME or global corporation, chances are how you and your staff provide great service to your own customers is a process that has been carefully honed and refined. The customer care you provide should after all be your biggest USP as a brand, especially as super savvy consumers expect more from the companies they spend their hard earned cash with.
Talkdesk
JANUARY 2, 2018
This post was originally written by Brian Tobal, CEO of Hickory, for Talkdesk’s Opentalk Magazine. For decades, customer service training has looked a lot like a typical classroom. Information is conveyed to a new employee. They spend time absorbing and reciting that information in preparation for a quiz that will test their knowledge. When that quiz comes, the employee (hopefully) knows enough to pass and leaves the lesson behind for good.
West Monroe
JANUARY 2, 2018
Having good customer service is not good enough in today’s service industry. As technology rapidly evolves, so do clients’ expectations for a premium customer experience—and their expectations are being set by B2C businesses. If a company refuses to acknowledge and invest in a better customer experience, then its clients will migrate to competitors—perhaps even if the competitors’ products or services are inferior.
Customer Enthusiast
JANUARY 2, 2018
Ed and Gayle Novak. Last week, our family dined for the last time at The Broker, a Denver restaurant founded 46 years ago by my father-in-law, Ed Novak. Dozens of family members joined us from across the country to honor Ed and the legacy of his restaurant. Several toasts and tributes were offered to Ed during dinner, none as moving as this one: Several years ago, The Broker participated in a local radio promotion.
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.
Talkdesk
JANUARY 2, 2018
This post was originally written by Brian Tobal, CEO of Hickory, for Talkdesk’s Opentalk Magazine. For decades, customer service training has looked a lot like a typical classroom. Information is conveyed to a new employee. They spend time absorbing and reciting that information in preparation for a quiz that will test their knowledge. When that quiz comes, the employee (hopefully) knows enough to pass and leaves the lesson behind for good.
Waypoint Group
JANUARY 2, 2018
I am often asked, “What’s a good response rate for my B2B NPS/Customer survey?” Since we know that response rates can be a potent indicator of renewal and expansion, improving from the “typical” ~15% in B2B environments often leads to accelerated rates of corporate growth. A well-oiled program will see participation (i.e. response) upwards of 80%+ at the contact-level, and […].
Myra Golden
JANUARY 2, 2018
Note: This is a rare post that is not about customer service. Scroll on down if my book list doesn’t interest you. My ego won’t be bruised. . I read voraciously, on planes, in between conference calls, while onions saute and in the spring and summer, on my patio. I read hardbacks, love nestling up with my Kindle, and I also listen to a lot of Audible books.
Grade.us
JANUARY 2, 2018
[cs_element_section _id=”1″][cs_element_row _id=”2″][cs_element_column _id=”3″][cs_element_text _id=”4″][cs_element_headline _id=”5″][cs_element_text _id=”6″] 97 percent of consumers read online reviews for local businesses 87 percent of consumers won’t even consider businesses with low ratings 49 percent of consumers need at least a four star rating before they choose to use a business 73 percent of consumers form an
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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.
Brad Cleveland Blog
JANUARY 2, 2018
[Important comments on the controversial “Music Modernization Act of 2017” which is essentially Take Two of the failed Section 115 Reform Act of 2006. The bill was evidently under negotiation behind closed doors for months but was made public a few days before Christmas. This confirms the long standing rumor that Big Tech is getting control over the mythical and debunked “global rights database.” Independent songwriters were evidently essentially excluded from the proc
Brad Cleveland Blog
JANUARY 2, 2018
From the video series "Thrive in the New Era of Customer Relationships"
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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
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