Experience Matters
DECEMBER 11, 2017
In our Q3 2017 tech vendor study, we asked 800 IT decision makers in large North American companies if they would be willing to be references for the vendors that they use. As you can see in the chart below, Apple leads the pack with 48% of its clients saying that they’d act as a reference. At the other end of the spectrum, only 11% of Alcatel-Lucent clients would be willing to be a reference.
Amity
DECEMBER 11, 2017
Customer onboarding is both an art and a science. To succeed, you need to find the right balance between a creative content strategy and a data-driven approach. Rely too much on the right side of your brain, and you may be in danger of providing customers with safe, but stale messaging. Lean too far left, and how will you ever know the true impact of your program?
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Wired and Dangerous
DECEMBER 11, 2017
The dinner party was super important because of the particular guests invited. It was one-fifth entertainment, one-fifth showcase, and at least five-fifths big-deal sales opportunity! The caterer had delivered over-the-top hors-d’oeuvres, the contracted chef had prepared a perfect meal, and the bottles of white wine were perfectly chilled. Then, disaster struck!
ShepHyken
DECEMBER 11, 2017
Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. How to Choose a Gift That Will Wow Your Customers by John Ruhlin. (Business.com) Giving a gift? Waiting for inspiration to hit means you could easily strike out with the recipient.
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.
Peter Lavers
DECEMBER 11, 2017
In our new guest blogger Jason Grills ’ first instalment of this blog , he shared four great customer service training ideas that will refresh your support service and take it to a higher level. Here are the remaining four! #5 True or False Quiz. This activity is one of the best ways of improving the team spirit, especially when it comes to recently formed teams.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Talkdesk
DECEMBER 11, 2017
Inside sales professionals are familiar with this situation: Days after your first inquiry, your prospect finally completes the scheduling process and is nailed down for a demo of your product. You have them on the line and hit play on the demo on your screen, ready to blow their minds with your Jordan Belfort-esque pitch… and nothing happens on their end.
Cyara
DECEMBER 11, 2017
We recently held a launch for our latest product, Velocity , in Sydney. While cruising Sydney Harbour, we introduced Velocity's features and benefits as well as our vision to a group of valued Cyara customers and partners.
ERDM
DECEMBER 11, 2017
Article by Ernan Roman Featured on CMO.com Amanda Manna is a true innovation leader. As head of narrative and partnerships of Lowe’s Innovation Labs , she oversees the team responsible for innovation strategy, an extensive applied neuroscience research program, partnerships, and marketing and communications. In her own words: “I direct the framework we are using to drive disruptive change within Lowe’s.
Talkdesk
DECEMBER 11, 2017
Inside sales professionals are familiar with this situation: Days after your first inquiry, your prospect finally completes the scheduling process and is nailed down for a demo of your product. You have them on the line and hit play on the demo on your screen, ready to blow their minds with your Jordan Belfort-esque pitch… and nothing happens on their end.
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Helen Dewdney
DECEMBER 11, 2017
This is a guest post by Sara Williams, an adviser at Citizens Advice who has her own website Debt Camel where she blogs about everything to do with debt and credit ratings. She also guest posted Everything you need to know about Payday loans The only person so far who has written two guest posts on my blog ‘cos she’s sooo good at her stuff!
Happy or Not
DECEMBER 11, 2017
January 14-16, 2017 | New York City, NY Employing one in four (42 million) Americans, the retail industry is the largest private sector employer, contributing $2.6 trillion to our economy. The National Retail Federation (NRF), the world’s largest retail trade association, is recognized as the industry’s leading organization. Among its members are discount and department stores, […].
Verint
DECEMBER 11, 2017
Just as you are, your customers are bombarded by digital information each day. As the noise increases, it grows increasingly challenging to gain and keep your customers’ attention. In my new blog for Customer Think , I discuss how digital feedback management solutions offer a less intrusive approach. The customer can click an icon or a feedback tab at any time to get a brief form for delivering whatever feedback they may have.
ijgolding
DECEMBER 11, 2017
Earlier this year I was lucky enough to visit Kyoto in Japan for a holiday. Being a customer experience specialist means never quite leaving work behind, even on holiday, and I wanted to find out whether the customer experience in Kyoto would be different to anywhere else. Kyoto is a wonderful place. Although much less densely populated than Tokyo or London, it attracts around 50 million tourists each year.
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Comm100
DECEMBER 11, 2017
According to CX Network’s 2017 Digital Marketing Trends Report , customer experience ranks first as the most exciting opportunity for businesses for the third year in a row. At 22%, it is ahead of content marketing (15%), mobile (13%), personalization (11%) and social marketing (7%). It is no surprise that customer experience ranks highly. Studies have shown that companies that follow through with customer experience strategies achieve increased revenue, higher customer satisfaction rates and fe
Beyond Philosophy
DECEMBER 11, 2017
Are you the kind of person who hums along to “Jingle Bell Rock” in the supermarket? Does it make you want to fill your cart with cookies and egg nog? When you hear “Winter Wonderland” at the mall, do you think of sleigh rides and warm nights by the fire? Do you feel excited to start your holiday shopping? Or are you one of those who wish they’d just play something else – anything else?
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