Maru/HUB

JUNE 4, 2018

We are emotional buyers. Our emotions determine what we buy and who we buy from. That’s why organisations must understand our emotions to deliver the personal experiences we desire. To help decide what emotions organisations should strive for to strike up long term customer relationships, we explored the Hierarchy of Emotional Value – a framework designed after two years of research by Beyond Philosophy to assign a value to customer feelings based on research from over 50,000 people from 100 ind

Net Promoter Score 49

Net Promoter Score Engagement Groups Financial 49

Smith+co CX

JUNE 4, 2018

Brands who over-promise and underwhelm are dead before they’ve got going. The customer experience has to be approached with as much pragmatism as ambition, and it needs grown up heads to ensure it is both sustainable and deliverable. One of the biggest mistakes I see is when organisations assume that they should differentiate on every part of their marketing mix.

Airlines 28

Airlines Innovation Leadership Brands 28

Experience Matters

JUNE 4, 2018

To understand how the quality of a customer’s experience – whether it was good or bad – affects their behavior, we asked 10,000 U.S. consumers about their recent interactions with more than 300 companies across 20 industries. We then compared results with similar studies we’ve conducted over the previous seven years. Download report for $195 Here are some highlights: About 18% of the customers who interacted with TV & Internet service providers reported having a bad experience – a considerab

Report 185

Report Study Industry Interaction 185

Beyond Philosophy

JUNE 4, 2018

Each of us has a time when we decide and a time when we act. Once we act, we pass the point of no return on our decision. In other words, once we take action on a decision, we are less likely to change our decision—even when we run into challenges. It’s all a matter of mindset. The Rubicon model is a psychological principle that distinguishes our decision-making method or deliberative mindset from our execution course or implementation mindset.

How To 144

How To Wireless Training Customers 144

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

Wired and Dangerous

JUNE 4, 2018

There is a great deal of conversation currently on the customer journey. We read and hear a great deal about friction-less, fast and easy journeys for the customer. There is absolutely no doubt if you look at current research that these are very important elements to consider in designing the customer journey. However, there are other elements that are even more important.

Touchpoint 102

Touchpoint Customer Journeys Social Media Retail 102

Retently

JUNE 4, 2018

“It’s not the score that matters; it’s what you do with it to make promoters that really counts.”. Fred Reichheld, Bain & Company. The quote pretty much sums up the whole purpose of adopting Net Promoter Score ® – using the captured insights to close the feedback loop. Customer feedback loop depicts the process of continuous enhancement based on the customers’ insights about the business they interact with.

Feedback 60

Feedback Net Promoter Score NPS Effort Score 60

ReviewTrackers

JUNE 4, 2018

The extent to which guests are satisfied affects the success of your business. So just how important is guest satisfaction? And how can businesses measure guest satisfaction to understand how guests feel about their experiences? “Customer Experience will overtake price and product as the key brand differentiator by the year 2020,” according to Walker. $75 billion is lost because of poor customer service, according to NewVoiceMedia.

Measurement 62

Measurement How To Poor Customer Service Hospitality 62

Oracle

JUNE 4, 2018

@chrisjsnook shares 4 tips for career success and looks at the house from @SHO_Billions. Take a look >> [link] #SmarterCX pic.twitter.com/RWTALYCix6. — SmarterCX (@SmarterCX) June 4, 2018. It doesn’t seem possible that 20 years ago this May I was walking for my undergraduate diploma. I remember calling my father in a panic a few days before graduation, realizing I didn’t know what a mortgage was or which day I was supposed to file my taxes.

Financial 46

Financial Exercises Tips Course 46

Strativity

JUNE 4, 2018

Leading Customer Experience and Design firm Strativity Group unveils the Cultural Experience & Performance (CEP) Index for a combined measure of brand strategy, employee experience, operations, customer experience, and culture. NEW JERSEY, June 4, 2018 — Organizations are now able to assess the health of their culture through the new Cultural Experience & Performance (CEP) Index introduced by leading employee experience and cultural design firm Strativity Group.

Culture 40

Culture Groups Employee Experience Leadership 40

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

Lithium

JUNE 4, 2018

Lithium Certified Developers deliver the highest-possible level of expertise, providing appropriate code and following best practices on Lithium’s platforms. This certification will cover Lithium’s architecture ensuring that developers know which layer of the stack to utilize to achieve their customization goals, including visible elements such as Freemarker and stage/prod environments.

Course 40

Course Training Software Customers 40

Engine Insights

JUNE 4, 2018

“ We are drowning in data… and starved for wisdom. ” Arianna Huffington. There has never been a better time to be in the customer experience business. We know from our own research that 93% of customer experience (CX) leaders report sizeable year-over-year financial growth, as a result of organizing their business with the customer at the heart of their decisions.

Measurement 40

Measurement Connections Effort Score Social Media 40

Lithium

JUNE 4, 2018

Lithium Certified Developers deliver the highest-possible level of expertise, providing appropriate code and following best practices on Lithium’s platforms. This certification will cover Lithium’s architecture ensuring that developers know which layer of the stack to utilize to achieve their customization goals, including visible elements such as Freemarker and stage/prod environments.

Course 40

Course Training Software Customers 40

Confirmit

JUNE 4, 2018

The why, what and how of running a VoC program. Companies have talked about the Voiceof the Customer for years, and VoC has become engrained in many an organization's lexicon. So why do we need a VoC guide? Surely the arguments have been made and won, best practices put into place and budget allocated to ensure everything runs smoothly. But, as we all know, that’s not the case.

Touchpoint 40

Touchpoint Customer Experience Professionals Customers Metrics 40

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

Lithium

JUNE 4, 2018

Lithium Certified Developers deliver the highest-possible level of expertise, providing appropriate code and following best practices on Lithium’s platforms. This certification will cover Lithium’s architecture ensuring that developers know which layer of the stack to utilize to achieve their customization goals, including visible elements such as Freemarker and stage/prod environments.

Course 40

Course Training Software Customers 40

Confirmit

JUNE 4, 2018

You work hard to glean meaningful insights from the feedback you collect from your company’s Voice of the Customer (VoC) program. Unfortunately, organizational data silos can make it impossible for you to get the kind of holistic, real-time insights you need to improve the customer experience, anticipate customer behavior, drive organizational improvement, and maximize innovation and profitability.

eBook 40

eBook B2B ROI Advertising 40

Forrester's Customer Insights

JUNE 4, 2018

The Forrester Tech Tide™: Risk And Compliance Management, Q2 2018 We recently published our Tech Tide™ report outlining 14 key risk and compliance technologies to track in 2018. One of the challenging parts of this research is setting the right scope. We found risk and compliance technology everywhere, covering every industry, region, and niche use case. […].

Technology 33

Technology Report Industry Management 33

Lumoa

JUNE 4, 2018

Finnish SaaS company Lumoa , which provides AI-powered customer experience analytics software for medium and large sized companies across the Nordics, has announced €650 000 in funding. The investment was led by Icebreaker.vc, along with serial entrepreneur Ali Omar and Business Finland. Lumoa, headquartered in Helsinki, Finland, offers a simple and intuitive service for analyzing large amounts of customer feedback.

Analytics 303

Analytics Net Promoter Score Customer Experience Marketing 303

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

Forrester's Customer Insights

JUNE 4, 2018

When Piloting Colocation, Measure Impact To Location, Customers, And Operations It’s been interesting to see creative real estate colocation ideas such as the recently announced pilot for ALDI in 10 Kohl’s stores. As Kevin Mansell, former CEO of Kohl’s, explained, “We believe the opportunity to leverage our real estate through this effort has benefits.”[1] But […].

Measurement 27

Measurement Customers Retail Data 27

Avaya

JUNE 4, 2018

Sometimes it pays to look around you, to take stock of what has changed and what is changing. Today, businesses the world over are transforming, using the power of proven technologies to move forward into a new digital age. Welcome to the Fourth Industrial Revolution, where the line between physical and virtual has been forever blurred. Industrial revolutions are notorious for their winners and losers, those who ride the wave of change and those who miss the boat.

Connections 41

Connections Government Video Study 41

Peter Lavers

JUNE 4, 2018

Join Peter Lavers on June 7th for a webinar interview with the CEOs of Iperceramica and VAR Group to find out how they’ve bucked the retail trend through digital transformation. Hear how the VAR Group has helped Italian ceramic tile retailer Iperceramica deliver a personalised omni-channel experience at scale that allows this dynamic, growing business to internationalise their proposition by providing a high-speed multilingual, multi-currency and multi-user platform that both tracks and un

Omni-Channel 40

Omni-Channel Retail Multi-Channel Groups 40

Confirmit

JUNE 4, 2018

Choosing the right metrics can be a big challenge. Many questions arise and some people get stuck trying to define details like: Should the metric question be at the beginning or the end of the survey? What measurement scale should I use? Unfortunately, these questions can be so overwhelming that some Voice of the Customer (VoC) programs suffer from analysis paralysis and then simply wither and die.

Metrics 45

Metrics Net Promoter Score Effort Score Infographics 45

Advertisement

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

Amity

JUNE 4, 2018

As we build SaaS businesses, we focus heavily on making a worthwhile product, developing the market, and securing early adopters through sales development. It's no wonder that these primary goals eat up a lot of energy and resources. But as you transition from new customer acquisition phase to revenue (MRR) protection and revenue growth, priorities also need to shift.

Infographics 87

Infographics Resources Sales Marketing 87

QuestionPro Audience

JUNE 4, 2018

The recent soft landing of Solo: A Star Wars Story makes one wonder about the supremacy of the Disney marketing machine. Is there a Star Wars fatigue setting in? Did the studio release the movie too soon after another Star Wars movie? Is there too much competition with Avengers: Infinity War and Deadpool 2 still in the theaters? It’s still too soon to give Solo a dead verdict (considering the hype) and too soon for a marketing autopsy.

Marketing 220

Marketing Social Media Case Study Advertising 220