Customer Bliss
MARCH 29, 2017
Guest Post by Rocky Romanella, author of Tighten the Lug Nuts: The Principles of Balanced Leadership. Your character and reputation are a direct reflection of your values. Rocky Romanella, author of Tighten the Lug Nuts: The Principles of Balanced Leadership. When I was young, I never really thought in terms of honor codes or values. I just knew there were certain things I needed to focus on; to do and to achieve.
Experience Matters
MARCH 29, 2017
We just published a Temkin Group report, Employee Engagement Benchmark Study, 2017. This is the sixth year that we’ve published the benchmark of U.S. employees. The research is based on an online survey on Q3 2016. (Take a look at our Employee Engagement Resource Page). For the sixth year in a row, Temkin Group used the […].
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Storyminers
MARCH 29, 2017
It’s not them , it’s you. Have you used voice search yet? The answer is probably yes if you’ve got an Amazon Echo or a smart phone. Have you used voice search in your business to improve your customer’s experience yet? The answer is probably no, but it shouldn’t be. The technology it takes so support voice search is readily available. So is what you need to add extra functionality and personalization.
Experience Matters
MARCH 29, 2017
We recently released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. consumers. Apple and Sony deliver the best customer experience in the software industry, according to the 2017 Temkin Experience Ratings. See our FAQs about the Temkin Experience Ratings.Filed under: 2017 Temkin Ratings, Customer […].
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
Storyminers
MARCH 29, 2017
It’s not them , it’s you. Have you used voice search yet? The answer is probably yes if you’ve got an Amazon Echo or a smart phone. Have you used voice search in your business to improve your customer’s experience yet? The answer is probably no, but it shouldn’t be. The technology it takes so support voice search is readily available. So is what you need to add extra functionality and personalization.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Experience Investigators by 360Connext
MARCH 29, 2017
I’ll be honest. When we started recording episodes for our Crack the Customer Code podcast, I wasn’t sure if my co-host Adam Toporek and I would have enough to discuss. I mean, how much is there, really, to say about customer experience and customer service? And yet… Week after week, episode after episode…we kept talking! We talked to some super interesting guests who covered everything from what customer service means in non-profits to how artificial intelligence is chan
CX Journey
MARCH 29, 2017
Image courtesy of hundrednorth I originally wrote today's post for Clicktools. It was published on their blog on April 26, 2016. I recently came across some research conducted among customer experience (CX) practitioners that found that their #1 challenge this year is creating a customer-first culture. I'm an "employees more first" advocate; so while I understand their point and this challenge, I'd still like to see more focus placed on employees.
Beyond Philosophy
MARCH 29, 2017
Omnichannel means at its foundation, integration. Therefore, an omnichannel strategy could also be called an integration plan. Furthermore, there are seven essential elements to your omnichannel approach that you can’t afford to forget. Forbes once described the omnichannel experience as the point where “ marketing meets ubiquity ,” an apt description.
Uniphore
MARCH 29, 2017
Getting consumers to utilize digital channels to raise queries is something the healthcare industry has struggled with – but this can easily be rectified. Read More.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
ShepHyken
MARCH 29, 2017
Just last week I attended Social Media Marketing World in San Diego. So, what does a social media marketing conference have to do with customer service? Plenty! It’s been said that customer service is the new marketing. If that is true – and it is – then social media customer service is the updated version of that. And, if you’ve been following my work, you’ve heard me talk or write about how social media is a viable way to deliver amazing customer service.
Michelli Experience
MARCH 29, 2017
The post {Infographic} Back with an Apology: Rare Rewards of Service Professionalism appeared first on Joseph Michelli.
Experience Matters
MARCH 29, 2017
Filed under: Customer experience.
Influitive
MARCH 29, 2017
Quick! What comes to mind when you hear the phrase “online community?” Facebook? LinkedIn? Your company’s support forum? The definition of online community varies depending on who you talk to. Joanne Jacobs, a digital strategist who spoke at a live online session at a past Community Manager Appreciation Day (CMAD), says “Communities are not just.
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Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro
Amity
MARCH 29, 2017
There are many pieces of advice I’ve given to others when posed with questions such as: “How should I start a Client Success team at my business?” or “What should I look for when hiring my first CSM?” Each piece of advice I give is predicated on one of the many unique facets of this new and wonderful business unit we all call ‘Client Success’ What I’d like to focus on in this post is just one of those pieces of advice and, naturally, it is my favou
Heart of the Customer
MARCH 29, 2017
I recently interviewed a specialty health care practitioner on behalf of a health device manufacturer. My client identified him as being less successful in equipping his patients with their device. We walked through the patient experience, from scheduling to the welcome and the examination. He shared his passion for his work, and how great it […].
Tricia Morris
MARCH 29, 2017
Expectations for customer engagement continue to grow at an exponential rate. According to Microsoft’s 2016 State of Global Customer Service Report which surveyed 5,000 customers across Brazil, Germany, Japan, the United Kingdom and the United States, 72% of customers already.
natero
MARCH 29, 2017
Customer Success (CS) is enjoying a lot of attention, particularly in Software-as-a-Service (SaaS) where CS is a critical enabler of renewal subscriptions. Customer Support, by comparison, is perceived as a reactive (and less attractive) break-fix department. While organizationally, Support may be a separate team, it can also play a key role in customers' success, and for organizations willing to lower the silo walls there are significant opportunities for improved Customer Success.
Speaker: David Nisbet, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Myra Golden
MARCH 29, 2017
What if the biggest problem with your customer experience was the way your employees spoke with customers? Are your employees ever perceived as indifferent, cold or uncaring? If you called up your own company, mystery shopping as a customer, would you cringe just a little bit at what you heard? If your customer interactions are less than ideal, how would you change them?
ReviewTrackers
MARCH 29, 2017
In healthcare, online review sites and social media have quickly emerged as one of the most heavily used platforms giving voice to patient feedback. Often, they also provide accurate online predictions of consumers’ patient experience at hospitals, with research studies having found that patient ratings on widely used, publicly available healthcare review sites significantly correlate with mortality and readmission rates through the industry-standard patient system.
Magellan Solutions
MARCH 29, 2017
Today’s startup companies operate in a very exciting time. They have almost endless possibilities, with many technological tools working at instant speed, at their disposal. Even society’s perspectives on ways of doing business evolved. Half a century ago, the thought of an entrepreneur working with someone halfway across the globe may sound ludicrous and impossible.
Confirmit
MARCH 29, 2017
There’s lots of talk these days about the changing landscape of Market Research – from evolving technologies to disruption of traditional processes to new entrants – even Google now on the scene! With this advance of technology, sometimes research best practice gets compromised. Most clients are looking for new ways to get insights with less cost and greater speed.
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A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.
Forcivity Salesforce
MARCH 29, 2017
This is the fourth in our series of reviews of ServiceMax vs Salesforce Field Service Lightning and Service Cloud, the two leading service management software solutions built 100% natively on the Salesforce.com platform. We are comparing ServiceMax and Salesforce products in major functional areas. ServiceMax and Salesforce both have.
Confirmit
MARCH 29, 2017
As technology advances, the line between the physical and digital consumer experience is blurring across all industries. For example, more people are shopping online than ever before. Even inside brick-and-mortar stores, 82% of shoppers consult their smartphone regarding purchases they're about to make. And, it’s not just in retail. Digital banking capabilities have moved an increasing number of transactions from local branches to desktop or hand-held devices.
Natalie Petouhof
MARCH 29, 2017
Tweet Choosing to move your business exclusively to the cloud isn’t just a matter of being in good company, as a majority of organizations start making the shift. Working in the cloud, though, will also become the norm for your clients, who are accustomed to doing everything from holding meetings to managing projects with cloud-based tools. Now, moving to the cloud doesn’t have to be complicated.
Confirmit
MARCH 29, 2017
Transformational Change, a worthy goal indeed! But seriously, is it achievable? How do we as Customer Experience (CX) practitioners, help our organizations understand that a CX program CAN support transformational change, seriously! So, what does it mean and how do you deliver on this promise, using feedback from customers, employees, and others as the catalyst for change?
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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.
The DiJulius Group
MARCH 29, 2017
In Denial Bain & Company, a business-consulting firm, asked leaders of 362 companies if they felt their companies delivered superior customer service. 80 percent believe that the service they provided was indeed superior. What these companies didn’t know was at the same time, Bain & Co. was surveying over 3,000 customers, asking them if they […].
Verint
MARCH 29, 2017
Chief Customer Office Melbourne. April 4-5; Melbourne, Australia. Verint’s Martyn Riddle, marketing director, Asia Pacific region, will present “The Contact Centre: Your Secret Weapon in Delivering Exemplary Customer Experiences” at 10:25 a.m. AEDT on April 4. Riddle will discuss how equipping your contact center employees with the right solutions will help enable them to provide the best customer experiences possible to maintain customer loyalty.
Michelli Experience
MARCH 29, 2017
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