Experience Matters
JUNE 14, 2017
Hopefully you’ve read our FREE report, The Four CX Core Competencies. It outlines the blueprint to building a customer-centric organization. We’ve created this infographic to showcase the competencies: Purposeful Leadership: Operate consistently with a clear set of values. Compelling Brand Values: Deliver on your brand promises to customers.
ijgolding
JUNE 14, 2017
The Shop Direct Board of Directors with the stiletto shoe at the launch of ‘Feet in the Street’ in 2010. Over the last few months, I have been exploring in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric. Each article has taken me on a personal journey, delving into my own experiences of putting into practice (with varying degrees of success), the things I continue to share with, teach and guide, practitioners and clients alike, all ar
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AskNicely
JUNE 14, 2017
Step 4 – We’re sending out some surveys and starting to get some data back – data you can use straight away. Running some early analysis will identify quick wins and obvious problems. Get aggressive – Start analysis early. One of the advantages of using a specialized tool like AskNicely is that the software collates results and calculates the Net Promoter Score value automatically, so you don’t have to wait until you have a ton of results to start monitoring progress.
NICE inContact
JUNE 14, 2017
How often do you actually ask customers how they feel about the service they receive, what their expectations are, or how they would prefer to contact your business? If you’re like most customer service organizations, probably not as much or as often as you’d like. How do you know if you’re meeting their expectations for Omnichannel service? I’ve got some good news for you, we can help you gain some insight into how consumers are feeling about customer service interactions. inContact condu
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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.
Experience Matters
JUNE 14, 2017
The Eysenck Personality Inventory (EPI) measures two pervasive, independent dimensions of personality, Extraversion-Introversion and Neuroticism-Stability, which account for most of the variance in the personality domain. Each form contains 57 “Yes-No” items with no repetition of items. The inclusion of a falsification scale provides for the detection of response distortion.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
CX Journey
JUNE 14, 2017
Image courtesy of Pixabay What can I do to advance my career in - or to get started in - the customer experience profession? I'm asked about this on a regular - quite frankly, almost weekly - basis. That's exciting because I love when people see this as a great career progression or a field to they want to get into. The more people we can have on the customer's team, the better.
Kerry Bodine
JUNE 14, 2017
Workshopping is hungry work. Our workshop participants are often on their feet, illustrating the details of a recent experience or prototyping an ideal customer journey. While a platter of cookies might suffice for a sedate focus group, it just won’t cut the mustard for a full-day workshop. Food and beverage details might feel deep in the weeds when it comes to workshop planning, but these catering tips will help keep everyone in your workshop engaged and ward off the dreaded afternoon slump: Pa
Uniphore
JUNE 14, 2017
How mature is your contact center? With customers demanding service via an increasingly wide range of channels, in order to service them effectively, you need to know how digitally mature your center is, if you hope to achieve the ultimate goal of transforming into an interactive engagement center. Read More.
Michelli Experience
JUNE 14, 2017
The post {Infographic} Customer Experience Speaker, Consultant, Author, or … A Robot appeared first on Joseph Michelli.
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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.
iPerceptions
JUNE 14, 2017
In the age where your customers have continuously-increasing buying power, Customer Experience (CX) is emerging as the key differentiator.
ShepHyken
JUNE 14, 2017
We must always be honest with our customers. Even if it is something the customer doesn’t want to hear. Many of you will be able to relate to this. My wife holds up two pairs of shoes and asks me, “Which pair of shoes do you like better?” I know I’m in trouble. Is she really interested in my opinion? Or is it a trick question? In her mind she already knows the answer.
transcosmos Information Systems
JUNE 14, 2017
Efficiency is at the heart of any successful business. IT Outsourcing provides businesses the leverage to focus on their core competencies instead of worrying about their IT infrastructure or data management, for instance. Through this, productivity is achieved while lowering overhead costs. There are many advantages to IT outsourcing apart from increased productivity and efficiency and cost control.
West Monroe
JUNE 14, 2017
West Monroe is proud to present a new podcast, “This Is CX” , a discussion about all-things “customer experience” hosted by me and Paul Hagen. Our podcast reviews the best practices of building a disciplined customer experience program in a way that creates real business value. Each episode typically includes a discussion on a key CX topic, while also highlighting tools that CX practitioners can use, and how CX helps address key challenges our clients are facing.
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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,
Team HGS
JUNE 14, 2017
2017 Trend 3: The Beginning of Channel Guidance. Posted by Parikshit (PK) Kalra , Senior Vice President of Solutions and Capabilities. Earlier this year, HGS released a whitepaper on this year’s top 10 trends in customer service. Over the next few months, we’ll dedicate a blog to each of these CX game changers. Here we dissect CX Trend No. 3, The Beginning of Channel Guidance, highlighting strategies designed to reduce the burden on the customer for an improved and frictionless CX to ultimatel
Vocalabs
JUNE 14, 2017
Listening to Customers. Peter Leppik. Wed, 2017-06-14 14:01. Agile Customer Feedback. Every company likes to say that it listens to customers. But when was the last time you literally listened to a customer? I've learned over the years that listening to customers--through audio recordings of interviews or direct conversation with customers--is one of the most powerful tools for developing customer insights and empathy.
emcien
JUNE 14, 2017
It’s important to measure the return of analytics. Otherwise it’s technology for technology’s sake, a strategy that won’t survive this competitive era. But how much value is analytics actually delivering to the enterprise? Unfortunately, many organizations using analytics today can’t claim big value gains. One of the main reasons is that it can be very hard to turn the analytics people are using today –the popular visualization software, the complex models, the descriptive and predictive t
Happy or Not
JUNE 14, 2017
HappyOrNot has announced it’s 2017 Air Transportation Benchmark Study detailing airport passenger satisfaction trends and key improvements airport authorities are making - especially in the peak summer travel season. The post Summer Months, July and August, Ranked Lowest in Passenger Satisfaction According to HappyOrNot Airport Study appeared first on HappyOrNot.
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.
Fox Metrics
JUNE 14, 2017
Why You Should Use Social Proof Notifications to Help Improve Conversion Rates. A great experience is usually what makes customers return, instead of going with a competitor. This is why utilizing social proof is so successful. Social Proof is a “psychological phenomenon where people assume the actions of others reflect the correct behavior for a given situation”.
Verint
JUNE 14, 2017
Have you noticed the number of Help Wanted signs showing up at stores, offices and factories? And the openings are not just for retail and restaurant workers. There are plenty of opportunities for professional managerial workers. Nationally, the unemployment rate in the United States is about 4.7%—not much higher than the accepted benchmark of 3% for full employment.
Brad Cleveland Blog
JUNE 14, 2017
Accurate workload forecasting is critical to contact center success. Recruiting, hiring, staffing and scheduling—virtually everything that goes into optimizing resources depends on having a good estimate of the work that will come your way. Recently, I was reminded of an … Continue reading → The post 10 Causes of Inaccurate Forecasts (and How to Avoid Them) appeared first on Brad Cleveland.
dscout People Nerds
JUNE 14, 2017
A People Nerds interview with Paula Zuccotti.
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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
JUNE 14, 2017
Accurate workload forecasting is critical to contact center success. Recruiting, hiring, staffing and scheduling—virtually everything that goes into optimizing resources depends on having a good estimate of the work that will come your way. Recently, I was reminded of an article I wrote that was published on icmi.com “10 Causes of Inaccurate Forecasts (and How to Avoid Them)”.
CustomerGauge
JUNE 14, 2017
Gone are the days of standardized “one-fits-all” survey questions. If you want accurate, plentiful feedback, you need to ensure your surveys are short, sweet, to the point and frequent. However, you also want ensure you are getting ample and helpful information for follow-up action or business decisions, something a standard single NPS® question may not […].
Brad Cleveland Blog
JUNE 14, 2017
Accurate workload forecasting is critical to contact center success. Recruiting, hiring, staffing and scheduling—virtually everything that goes into optimizing resources depends on having a good estimate of the work that will come your way. Recently, I was reminded of an article I wrote that was published on icmi.com “10 Causes of Inaccurate Forecasts (and How to Avoid Them)”.
Eptica
JUNE 14, 2017
Date: Wednesday, June 14, 2017 Why it is time to take a new look at social customer service. Published on: June 14, 2017. Author: Neil Titcomb Using social media for customer service has been around since channels such as Facebook and Twitter first sprang to prominence. The combination of being easy to use and very public forums mean that consumers quickly understood the power it gave them to interact with brands, with the aim of getting fast, accurate responses to queries and having their probl
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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?
Confirmit
JUNE 14, 2017
Mobile is not an optional survey channel. It is a full-blown catalyst for business transformation. If you want respondents to take your survey – make it mobile and forget about connectivity. It’s so 2010. Smart Market Researchers are increasing response rates by combining online with offline mobile app research using a single survey. Technology is at the center of this “seamless” or single survey experience by providing a consistent survey look and feel across channels as
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