InMoment XI
APRIL 1, 2016
Multi-Mode – this term used to bring up images of many different workflows that generally required a lot of work to aggregate and analyze…but not anymore! Today’s technologies free businesses to collect feedback from their customers in whatever way the customer wants to engage. It’s time to re-think Multi-Mode. One of the most common Multi-Mode.
Vonage
APRIL 1, 2016
Here’s a simple formula that encompasses what it takes to a successful customer experience: systems and smiles. I offer this in gentle contrast to the customer service philosopher Carl Sewell, who years ago proposed that it’s ‘‘systems, not smiles’’ that matter in pleasing customers. Sewell explained his point as follows: If the food in a restaurant is lousy, no matter how much the staff smiles and apologizes for it, you’ll likely not eat there again.
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InMoment XI
APRIL 1, 2016
Multi-Mode – this term used to bring up images of many different workflows that generally required a lot of work to aggregate and analyze…but not anymore! Today’s technologies free businesses to collect feedback from their customers in whatever way the customer wants to engage. It’s time to re-think Multi-Mode. One of the most common Multi-Mode.
Experience Matters
APRIL 1, 2016
Here are some of insights from the report, State of CX Metrics, 2015. You can download (and print) this infographic in different forms: Infographic: infographic in pdf, infographic in png Poster (18″ x 24″): poster in pdf, poster in png Filed under: Customer Connectedness, Customer experience, CX measurement, Infographic.
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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.
InMoment XI
APRIL 1, 2016
Multi-Mode – this term used to bring up images of many different workflows that generally required a lot of work to aggregate and analyze…but not anymore! Today’s technologies free businesses to collect feedback from their customers in whatever way the customer wants to engage. It’s time to re-think Multi-Mode. One of the most common Multi-Mode.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Michelli Experience
APRIL 1, 2016
There’s one real truth that we all have to accept in order to place ourselves on the right path to success. We ARE our habits. . Our lives are comprised of the sum total of the things we do on a daily basis , not the things we do sometimes. Once we’ve accepted the fact that our lives are comprised of the daily actions we take, the next step you have to take in order to move from where you are right now to where you want to be, is to determine the daily actions that will take you from here to th
Maz Iqbal
APRIL 1, 2016
The Story: How I Ended Up Moving On From My Favourite Cafe I walked in to my favourite cafe and greeted the fellow behind the counter by his first name. He was so happy to see me that he smiled a huge smile, welcomed me, and came around the counter to shake hands with me. … Continue reading "CX and the Art of Getting & Keeping Customers".
Tricia Morris
APRIL 1, 2016
Customers’ expectations for brands and organizations delivering the right answer at the right time, whether through assisted or self-service, continue to grow. In Microsoft’s Global State of Customer Service Report, 90% of consumers surveyed now expect a company website to include a self-service application. In the most recent American Express Customer Service Barometer , 99% of consumers say that getting a satisfactory answer or being connected to someone knowledgeable are important prerequisi
iPerceptions
APRIL 1, 2016
Last week, I had the pleasure of attending NGCX, The Next Gen Customer Experience Conference. NGCX brought together over 300 industry executives to discuss customer experience design, culture and innovation in an intimate and interactive environment. The organizers were true to their promise that you will not just be sitting at a table listening to people talk at you for three days.
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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.
Strativity
APRIL 1, 2016
The clash between human resistance to change and the scope and speed of change today is inevitable and calls for a new review of the way organizations approach change. It was one of the most violent workshops I have ever conducted. “I know people like you” was one of the accusations I heard from one of the participants during the dialogue.
dscout People Nerds
APRIL 1, 2016
Examining research trends in an industry full of change.
Strativity
APRIL 1, 2016
The clash between human resistance to change and the scope and speed of change today is inevitable and calls for a new review of the way organizations approach change. . It was one of the most violent workshops I have ever conducted. “I know people like you” was one of the accusations I heard from one of the participants during the dialogue.
Customer Interactions
APRIL 1, 2016
When the Captain Is Upset, He Speaks for the Team. How Are You Ensuring They Keep Playing for You?
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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,
LiveChat
APRIL 1, 2016
There’s no single right way to approach a customer. All kinds of customers will visit your website. Each of them unique and requiring a different approach. You can tell that a support team knows their stuff by looking at the way they approach different customers. If they work from a single script no matter who comes to talk to them, well, they need to do some homework.
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