Michelli Experience
JUNE 7, 2016
Muhammad Ali was not only a civil rights advocate and exceptionally talented boxer – he was and will be an enduring brand. From an advertising perspective, his equity extended in commercial endorsements of brands like Louis Vuitton, Porsche, Apple, Coke, Gatorade, and Pizza Hut. So what can every business leader learn from the brand experience consistently delivered by Muhammad Ali?
Experience Matters
JUNE 7, 2016
We just published a Temkin Group report, The State of the CX Management, 2016. This is the seventh annual benchmark of CX activities, competencies, and maturity levels. Here’s the executive summary: For the seventh straight year, Temkin Group surveyed large companies to evaluate the state of their Customer Experience (CX) management. This year we found an […].
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ijgolding
JUNE 7, 2016
This article was originally written for my exclusive column on mycustomer.com – a hugely valuable and rich resource of information, expertise and inspiration for CX Professionals. You can find the original article here. Unless you have been living in a cave for the last twenty years, it will not have escaped your notice that the world has been undergoing a technological revolution.
BlueOcean
JUNE 7, 2016
We get it: As a business, managing costs is one of your top priorities. You want to ensure every decision you make is cost-effective and produces sufficient return on investment. That’s why when you’re searching for a new contact center outsourcer, one of your first questions is about pricing. Although we understand the motivation behind that question, we believe that contact center pricing should never be your first concern in your search for a new partner.
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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.
Comm100
JUNE 7, 2016
If you read our last post, How to Prevent Difficult Customers in Retail: Online , you know we believe that when it comes to difficult customers, prevention is key. Your brick and mortar store is just as important as your online presence. According to the ICSC (The International Council of Shopping Centers), 78% of consumers still prefer shopping at a physical store.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Win the Customer
JUNE 7, 2016
From automated purchasing and shipping to simple returns and mobile-friendliness, these are the modern conveniences your online customers expect from your business. Today’s customer expects a lot. Online shoppers expect even more. And their expectations should not be ignored. In the United States alone there are more than 191 million online shoppers.
Beyond Philosophy
JUNE 7, 2016
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. This week, Bob Thompson’s informative, timely blog on strategies companies can use to make customer experience a competitive advantage – and how most neither measure experience nor compete on it – puts me in mind of a line of discussion around customer experience lagniappe.
transcosmos Information Systems
JUNE 7, 2016
There’s no denying that customers are your lifeline—without them, there’s no business. This is why a good and efficient customer service support is a major company asset. Despite its importance, many companies still have problems with it. Below are some of the most common problems businesses face in terms of customer service support, along with suggested solutions.
ShepHyken
JUNE 7, 2016
Michael Bungay Stanier on Coaching for Customer Service. Shep Hyken speaks with coaching and retention expert Michael Bungay Stanier on coaching for customer service. They discuss coaching methods and tips from Michael’s new book, “The Coaching Habit: Say Less, Ask More, & Change the Way You Lead Forever.” Great customer service starts by hiring the right employees.
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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.
Heart of the Customer
JUNE 7, 2016
I visited Antelope Canyon a few weeks ago. It’s a terrific trip, and I highly recommend it. As a part of the trip we visited the Glen Canyon Dam. Upriver of the Hoover Dam, it creates Lake Powell, the second largest man-made lake. The tour guide shared the three priorities for the dam: Water management […]. The post CX Vision lessons from the Glen Canyon Dam (and Isaac Asimov) appeared first on Heart of the Customer.
Think Customers
JUNE 7, 2016
The Internet of Things is generating a mix of both excitement and apprehension around opportunities for transmitting data between connected devices and new services that can be delivered to customers along with fears about the security of the transmitted data. One of the industries where these emerging capabilities are offering tremendous promise is in healthcare, particularly as industry players are identifying ways to equip patients with personal medical devices that can be used to provide phy
ForeSee
JUNE 7, 2016
Today we’re releasing the 51st consecutive ForeSee E-Government Satisfaction Index, a report showing comprehensive reflection of the citizen experience with federal government websites. The report serves as a critical checkpoint. The post Mobile Managers Answer The Call In 51st E-Government Satisfaction Index appeared first on ForeSee.
Magellan Solutions
JUNE 7, 2016
Outsourcing is known to cut costs and expand profit margins, but some businesses are still hesitant to make the leap. Misconceptions about service quality, pricing, and managerial control abound. If you still have reservations about outsourced inbound call services, here’s why they aren’t as bad as you think. Outsourcing brings down costs. Really. Some companies don’t believe the “reduced costs” hype, thinking that outsourcing doesn’t really bring down costs.
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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,
natero
JUNE 7, 2016
The word is out: Customer Success is crucial to SaaS, and a lot is being written about the subject every day. In fact, it's getting increasingly difficult to sift through the deluge of new content to find useful (and actionable) advice. Luckily, there are a handful of organizations you can turn to for consistently great insights.
Amity
JUNE 7, 2016
SaaS Tattler Issue 85: Identifying the Red Flags in Customer Success. Churn. There are over a million words in the English dictionary, and yet it’s every SaaS professional’s least favorite one. Sometimes it can be unexpected, but it’s easy to overlook some of the customer’s warning signs when you’re more focused on the big picture … until suddenly, you’re completely blindsided while the customer has already taken an exit.
Provide Support
JUNE 7, 2016
Somewhere along the line, the customer service industry envisioned that it would be a great idea to start scripting everything. On the surface, it seems as though a script allows little room for error. Everyone is representing the company’s stance through crafted statements, and that should leave little room for error. The only problem is that without room for error, there’s also no room for growth.
Kate Nasser
JUNE 7, 2016
The very best customer service reps exhibit these outstanding people skills. Checklist from Kate Nasser, The People Skills Coach™. The post 19 Outstanding People Skills of Best Customer Service Reps appeared first on KateNasser.com.
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.
Avaya
JUNE 7, 2016
Platform innovation allows companies to disrupt the status quo for their business, their industry. Amazon, Zappos, Google, Uber are just a few of the success stories that embrace platform innovation and launched massive disruptions. I add to that list Avaya. Why? Like these companies, we too identified a problem and created a platform that solves it.
Talkdesk
JUNE 7, 2016
Welcome back to the roundup, readers! We’ve taken a few weeks off of the Customer Experience Weekly because we’ve been completely overwhelmed preparing for Opentalk 2016! Opentalk is a celebration of all things customer experience. This year was our inaugural event and it was a doozy. Our amazing speakers covered a wide range of topics related to customer communication and experience.
Brad Cleveland Blog
JUNE 7, 2016
Erica Strother Marios with ICMI recently put together a slide show on ten key customer expectations (as described in Call Center Management on Fast Forward). Take a minute to go through the slides at your next team meeting and discuss … Continue reading → The post 10 Customer Expectations You Can’t Afford to Ignore appeared first on Brad Cleveland.
CX Journey
JUNE 7, 2016
How are your journey mapping efforts coming along? You are mapping, aren't you? (If not, I can give you a few reasons to get started now. Well, after you finish reading this post, of course.) And you're following all of the key principles of mapping while you're doing it, right? Your maps tell the customer story accurately? And they're actionable? Good.
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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 7, 2016
Erica Strother Marios with ICMI recently put together a slide show on ten key customer expectations (as described in Call Center Management on Fast Forward). Take a minute to go through the slides at your next team meeting and discuss what your customers expect and how well you are meeting those expectations.
Brad Cleveland Blog
JUNE 7, 2016
Erica Strother Marios with ICMI recently put together a slide show on ten key customer expectations (as described in Call Center Management on Fast Forward). Take a minute to go through the slides at your next team meeting and discuss what your customers expect and how well you are meeting those expectations.
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