GetFeedback

JULY 25, 2017

Customer feedback plays a huge role in customer experience management. We put together a shortlist of CX metrics every company can benefit from tracking.

Metrics 195

Metrics Customer Experience Management Feedback Customers 195

ijgolding

JULY 25, 2017

Over the last 22 years, I have worked in and with businesses of all shapes and sizes, across multiple industries, all around the world. I secured my very first full-time job in the financial services industry in 1995. Among others, I was interviewed by the company chairman and the managing director. At the time, as a naïve young man entering the workplace for the first time, I had no comprehension as to how significant it was to be interviewed by the two most senior people in the business.

Customer Centricity 170

Customer Centricity Leadership Connections Banking 170

GetFeedback

JULY 25, 2017

Customer feedback plays a huge role in customer experience management. We put together a shortlist of CX metrics every company can benefit from tracking.

Metrics 150

Metrics Customer Experience Management Feedback Customers 150

Customer Bliss

JULY 25, 2017

Episode Overview. Geeta Wilson is the VP, Consumer Experience – Enterprise Transformation at Humana, where she’s been since late 2013. In this episode, we primarily discuss how and when to know an organization is ready for customer-driven change. One interesting point (that I loved) which comes up here is how you absolutely need to honor the past as you shape the future, in any organization.

Omni-Channel 0

Omni-Channel Healthcare Loyalty Programs Metrics 0

Speaker: Loreal Lynch, 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.

Data

Michelli Experience

JULY 25, 2017

You might say I am on a “trust” kick. In last week’s blog , I highlighted a US decline in social trust (a precipitous drop of 46% points from 1964 to 2016). I also opined on the critical role of trust in strengthening the social contract between businesses and customers. Finally, I asserted that trust begets trust. As such, I suggested business leaders should take the first step by trusting customers out of respect and gratitude for them.

Consulting 113

Consulting Touchpoint Leadership Employee Engagement 113

CX Journey

JULY 25, 2017

Image courtesy of Pixabay Is your company a CX Loser or a CX Winner? If you answered "CX Loser," I know it's tough to stand up and admit that. It's a difficult thing to acknowledge, especially when many simply don't think they are CX Losers. But they are! And it's important to understand what makes one a CX Winner versus a CX Loser, which is why I tackled this topic in a recent webinar with CallidusCloud|CX.

Customer Experience Professionals 97

Customer Experience Professionals Culture Leadership Customer Experience 97

Influitive

JULY 25, 2017

In 2016, Cristina Melluzzi, Head of Customer Advocacy EMEAR at Cisco, was facing something lots of B2B companies can relate to: having an internal fire drill every time Cisco needed customers for references, speaking opportunities, analyst interviews, and case studies. Cisco had a traditional reference program with around 100 European customers that sales and marketing.

Case Study 83

Case Study B2B Brands Study 83

ShepHyken

JULY 25, 2017

Chase Clemons Discusses How to Create Customer Happiness. How can we move from just satisfying our customers, to making them truly happy, which results in loyalty? Shep Hyken interviews Chase Clemons, a highly-experienced customer service professional at Basecamp, who tells us how to go above and beyond for your customers. First Up: Shep Hyken’s opening comments focus on how, when your customer calls you, they need to know three things: That you know them.

How To 78

How To Customers Loyalty Customer Experience 78

West Monroe

JULY 25, 2017

For over 16 years, the look and feel of Salesforce has remained fairly consistent. In 2015, Salesforce began promoting its new platform – Salesforce Lightning. Although long time users may have grown accustom to the classic user interface, Salesforce has developed a modern UI that brings new features, increased productivity, faster deployments, and a seamless transition across desktop and mobile environments.

Sales 60

Sales Training Report Resources 60

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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.

Customers

Myra Golden

JULY 25, 2017

If your customer is raising his voice, cutting you off, or is clearly upset, he is stuck in the right side of the brain. To help this customer calm down, you’re going to have to move him to the left side of the brain. No other approach you take will defuse anger if you don’t first move over to the left brain. Psychologists talk about what they call the communication chain.

Customer Service Training 56

Customer Service Training Communication Training Video 56

ShepHyken

JULY 25, 2017

Chase Clemons Discusses How to Create Customer Happiness. How can we move from just satisfying our customers, to making them truly happy, which results in loyalty? Shep Hyken interviews Chase Clemons, a highly-experienced customer service professional at Basecamp, who tells us how to go above and beyond for your customers. First Up: Shep Hyken’s opening comments focus on how, when your customer calls you, they need to know three things: That you know them.

Loyalty 52

Loyalty Customer Experience Software Customer Service 52

Clicktools

JULY 25, 2017

by CallidusCloud CX Guest Blogger, Daniel Newman. ~~~. Everyone in my company knows I drink Dunkin’ Donuts coffee every morning. I love the taste. I love the loyalty program. I love that I can place my order by mobile and have it hot and ready right when I walk in the door. There is literally no way I would stop somewhere else for caffeine on my way into work.

Loyalty 53

Loyalty Feedback Chatbots Customer Journeys 53

Confirmit

JULY 25, 2017

I’m lucky enough to spend much of my time talking to Confirmit’s Customer Experience experts and our customers about some of the most important best practices and approaches to running a Voice of the Customer program. It means I know what businesses can achieve through these initiatives and the capabilities of the technologies that support them.

Retail 49

Retail Data Survey System 49

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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.

Communication

LiveChat

JULY 25, 2017

Imagine yourself on a sandy beach, laying on the comfy sunbed, staring at the sea. You’re reading a relaxing book and sipping Coconut Water. You’re far away from your office and your laptop. All that’s on your mind is contemplation: “Should I get another drink now, or maybe I should go sunbathing first?” You love that kind of problems, don’t you?

Hotels 52

Hotels Social Media Communication Customers 52

Talkdesk

JULY 25, 2017

When it comes to customer expectations, the only constant is change. With new technology and the continued blurring of the business and consumer sectors, customers are always molding their opinion of what companies should offer them in terms of customer experience. It’s no secret that the best way to meet those expectations is to have a call center solution that reflects your customer base and is flexible enough to meet their ever-evolving demands, no matter what they are.

Call Center 41

Call Center Customer Expectations Call Center Solutions Meeting 41

Confirmit

JULY 25, 2017

Top-performing businesses pay close attention to how their customers feel about their experiences with a product, brand or business. Solutions including Voice of the Customer (VoC) programs can help deliver those crucial insights. In this panel of experts on this Roundtable webinar, learn how listening to the Voice of the Customer can increase profits and productivity across your entire organization.

Customer Insights 40

Customer Insights Strategy Customers Feedback 40

Talkdesk

JULY 25, 2017

When it comes to customer expectations, the only constant is change. With new technology and the continued blurring of the business and consumer sectors, customers are always molding their opinion of what companies should offer them in terms of customer experience. It’s no secret that the best way to meet those expectations is to have a call center solution that reflects your customer base and is flexible enough to meet their ever-evolving demands, no matter what they are.

Call Center 40

Call Center Customer Expectations Call Center Solutions Meeting 40

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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,

Tips

CSM Magazine

JULY 25, 2017

Thousands of call centre, customer contact and telemarketing professionals will flock to London’s ExCeL in March to get a glimpse at the future of the industries. Taking place on the 21st and 22nd, Call & Contact Centre Expo is an informative and captivating exhibition and conference designed to showcase the latest and most effective developments within the customer engagement world.

Conference 40

Conference Innovation Software Industry 40

Grade.us

JULY 25, 2017

B2B companies are in trouble. New customers can’t tell you and your competition apart. It’s a component the vast majority of B2B companies struggle with. Then, to magnify the problem, the vast majority of B2B companies have little to no reviews. If you’re a B2B company, that’s devastating, here’s why. You’re an expert, your customers are not.

B2B 39

B2B Strategy Case Study Study 39

Brad Cleveland Blog

JULY 25, 2017

To many, optimization is synonymous with driving costs out of the business — moving contacts to lower-cost channels (self- service, etc.), reducing human contact with the customer, and driving down handling times. “This is all wrong,” says consultant Mary Murcott … Continue reading → The post Focus on What Really Matters appeared first on Brad Cleveland.

Self Service 26

Self Service Consulting Call Center Contact Center 26

QuestionPro Audience

JULY 25, 2017

If you thought the answer was that they are both the same you couldn’t further from the truth. Though the two are different, they are often used interchangeably. It may sound like a semantic dispute, but hopefully the difference will be clearer by the end of this blog post. Remember in grade school math learning that a square is a rectangle but a rectangle isn’t a square?

Survey 277

Survey Social Media Analysis Trends 277

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

Brad Cleveland Blog

JULY 25, 2017

To many, optimization is synonymous with driving costs out of the business — moving contacts to lower-cost channels (self- service, etc.), reducing human contact with the customer, and driving down handling times. “This is all wrong,” says consultant Mary Murcott in her book, Driving Peak Sales Performance in Call Centers.

Self Service 22

Self Service Call Center Consulting Sales 22

Clicktools

JULY 25, 2017

By CallidusCloud Guest Blogger, Annette Franz, CCXP. ~~~. In my recent webinar with CallidusCloud|CX , I talked about nine behaviors of CX Losers. (There are more than nine, without a doubt!) If you haven’t had a chance to check it out yet , please do. I’ve been told that there’s a lot to be learned from it. One of the CX Loser behaviors I talked about was failing to break down organizational silos.

Customer Journeys 40

Customer Journeys Government Culture Fashion 40

Brad Cleveland Blog

JULY 25, 2017

To many, optimization is synonymous with driving costs out of the business — moving contacts to lower-cost channels (self- service, etc.), reducing human contact with the customer, and driving down handling times. “This is all wrong,” says consultant Mary Murcott in her book, Driving Peak Sales Performance in Call Centers.

Self Service 20

Self Service Call Center Consulting Sales 20

transcosmos Information Systems

JULY 25, 2017

In an increasingly perilous web environment, server-level security is an imperative. Your server and IT infrastructure are vulnerable to numerous threats on the web, and thus, comprehensive security is a must. Neglecting security may come with detrimental consequences. It’s a costly risk that can hurt your brand and its stakeholders. As most business transactions are now done electronically, prioritizing server security ensures that your data and your customers’ information are protected.

Infographics 72

Infographics Software System Data 72

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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.

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