Experience Matters
NOVEMBER 9, 2016
I’m sure you’re not surprised to hear that mobile customer experience is on the rise, but this infographic provides some more insights on what that shift looks like. It pulls from a variety of Temkin Group research, including: Data Snapshot: Channel Preferences Benchmark, 2016, Five C’s of Mobile VoC Disruption, Data Snapshot: Media Use Benchmark, 2016, and The State […].
CX Journey
NOVEMBER 9, 2016
CX Journey™ turns 5! This week marks five years since I started blogging at CX Journey. It's been an amazing journey so far! I started the blog as a way to share what I've learned over the last 25+ years, and I can honestly say that, through this process over, I've learned so much more. I've made some new friends, worked with some new clients, and have just had a great time!
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Experience Matters
NOVEMBER 9, 2016
I’m sure you’re not surprised to hear that mobile customer experience is on the rise, but this infographic provides some more insights on what that shift looks like. It pulls from a variety of Temkin Group research, including: Data Snapshot: Channel Preferences Benchmark, 2016, Five C’s of Mobile VoC Disruption, Data Snapshot: Media Use Benchmark, 2016, and The State […].
Beyond Philosophy
NOVEMBER 9, 2016
Many companies are attempting to improve their Customer Experience focus on some of the right things and then ignore the others. Why? They don’t know what to do next. So while the vast majority of companies today know that putting the Customer at the heart of everything they do is important, when it’s time to do it, they are flummoxed. Here is a step-by-step guide to help you implement your new and improved Customer Experience.
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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.
Win the Customer
NOVEMBER 9, 2016
Great customer support has one goal; to make it easy for customers to get their problem solved painlessly and quickly. Out of all of the customer service methods available, email, phone or chat, live chat is by far the simplest, fastest and least obtrusive. It’s no surprise that almost one third of all consumers are now expecting live chat to be available on any business website.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Promoter.io
NOVEMBER 9, 2016
Timing is a critical factor to consider when measuring NPS. If you send your survey too soon, the feedback you receive may only reflect your customers’ limited perspective at the time. If you send your survey too late (or too infrequently), you may miss your opportunity to address a customer’s concern before they churn. This […]. The post How Chime Grew Customer Love Through Timely NPS Tracking appeared first on Promoter.io Blog.
Bold360
NOVEMBER 9, 2016
They are the second greatest gift any ecommerce merchant will receive in the holiday season, after the cold, hard holiday cash that can make or break an ecommerce retailer’s entire year, of course. But, surprisingly, in the rush of business that consumes them from Thanksgiving through the New Year, a lot of retailers overlook the valuable ecommerce metrics that flow in along with the cash.
Forrester
NOVEMBER 9, 2016
… in the making. Do you want to know. How future-proof is our VoC program? Are we doing enough to gain deep customer understanding? Are we maximizing our use of journey mapping and should we be doing journey analytics? Take our benchmarking survey to get the answers and benchmark your and your company's efforts! As a thank you for your contribution, you'll receive an exclusive report on the data - highlighting the state of CX research, journey mapping and VoC programs at some of today
Eptica
NOVEMBER 9, 2016
Date: Wednesday, November 9, 2016 Connecting with your customers across APAC. Published on: November 09, 2016. Author: Vincent Giraud Traditionally brands have segmented their customer bases by demographic factors such as age, and used this information to drive specific customer experiences for each group. However, this only goes so far, as age isn’t always a good guide to customer needs.
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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.
OpinionLab
NOVEMBER 9, 2016
Omnichannel fulfillment strategies, such as “Buy online, pick up in store” (BOPUS for short) or click-and-collect, can provide a win-win for both you and your customers. You will be able to take full advantage of cross-selling, promotions, and existing inventories – all while saving substantially on costs. For their part, your customers get what they want quicker than standard shipping and more conveniently than when they purchase off the shelf.
Clarabridge
NOVEMBER 9, 2016
Customer journey mapping is a hot topic, but many organizations don’t get full value out of their maps. To truly unlock the potential of a customer journey map, you need to understand the role of journey analytics. A journey map is just a tool. It’s a picture of the steps of the customer journey. For example, a bank might create a map showing the steps to set up a new account.
Kate Nasser
NOVEMBER 9, 2016
Updrafts and downdrafts in life affect our interactions w/ others. JOIN The People Skills Coach™ and global community in #PeopleSkills Twitter chat Nov. 13th 10amEST to explore this topic. The post Updrafts & Downdrafts! JOIN People Skills Chat Nov. 13 | #PeopleSkills appeared first on KateNasser.com.
MyCustomer
NOVEMBER 9, 2016
Engagement. How to tackle the operational silos that damage CX.
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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,
The DiJulius Group
NOVEMBER 9, 2016
Companies Can No Longer Punish Customers for Writing Negative ReviewsA couple in Plano, TX hired a local pet sitting company to look after their dogs and fish while they were on vacation. The customers weren’t terribly thrilled about the quality of service they received and shared their feedback publicly on Yelp in Oct. 2015. The […].
Customer Interactions
NOVEMBER 9, 2016
Small is Beautiful: Small and mid-sized contact centers (those with 50-200 agents) benefit from unique advantages over their larger counterparts. Smaller centers are able to more easily empower agents and satisfy customers through coaching, strong relationships, a holistic view and the human touch.
Blueshift
NOVEMBER 9, 2016
In this 2-part series, we address core common issues that marketers face in the eLearning/Massively Open Online Course (MOOC) market. Below is Part 1 of the series where we cover the issues with 1st-time enrollees and then repeat enrollment (taking more courses) at a high level. In Part 2 we will dive deeper into these, as well as […].
Clarabridge
NOVEMBER 9, 2016
Customer journey mapping is a hot topic, but many organizations don’t get full value out of their maps. To truly unlock the potential of a customer journey map, you need to understand the role of journey analytics. A journey map is just a tool. It’s a picture of the steps of the customer journey. For example, a bank might create a map showing the steps to set up a new account.
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.
Blueshift
NOVEMBER 9, 2016
In this 2-part series, we address core common issues that marketers face in the eLearning/Massively Open Online Course (MOOC) market. Below is Part 1 of the series where we cover the issues with 1st-time enrollees and then repeat enrollment (taking more courses) at a high level. In Part 2 we will dive deeper into these, as well as […].
Brad Cleveland Blog
NOVEMBER 9, 2016
Several videos I recorded for eCornell are as pertinent today as they were then. Here’s the second of five videos. You can view the first video at Delivering Consistent Service. The post eCornell Videos: Retaining the “Right” Customers appeared first on Brad Cleveland.
Amity
NOVEMBER 9, 2016
There is a lot happening in the world of Customer Success, everything changes fast, and it can be difficult to see the bigger picture and to locate yourself on the map. We love statistics, numbers, all the fun stuff. So we looked everywhere and aggregated the most striking Customer Success numbers to help you understand what's really happening. About the profession: 62% of Customer Success professionals report having less than 3 years of experience in Customer Success, and 9% reported having
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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.
Avaya
NOVEMBER 9, 2016
For IT managers in one of the United States’ major railroads—an industry that has grown to $68 billion in annual revenue —keeping up with the latest technology poses the greatest challenge. The Need for Fast Troubleshooting in Far-Flung Locations. Our Railroad Company, remaining anonymous here, employs thousands, including its IT team, across 115 offices, some of which are in very remote areas.
ShepHyken
NOVEMBER 9, 2016
Are you guilty of disrespecting your customers? That’s a rhetorical question, and I’m sure the answer is no. At least I hope the answer is no. Our friends at Provide Support sent over an awesome infographic about different reasons customers don’t like the companies they do business with. I don’t think you’ll disagree with any of the reasons, and you’ll probably hope that your company is not guilty of what I call Crimes Against the Customer.
Michelli Experience
NOVEMBER 9, 2016
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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?
Engine Insights
NOVEMBER 9, 2016
Off-the-shelf products are so last week. The days of being restricted to exactly what is available in-store are over. E-commerce opened a world of opportunity that provided consumers with greater variety, the ability to shop on their schedules and terms and the potential for greater price comparison. This change to how we shop has pushed the envelope with our demands as shoppers and hence created the movement for products and services that are tailored to our exact demands.
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