InMoment XI
MARCH 22, 2017
A few months ago at a sales training I was giving, I talked about our offering of “Brand Defector Research” and its use cases in the market. A team member raised his hand: “But we do not talk to Brand folks usually”. I looked at my slide, I looked at the words I was using, View Article.
Experience Matters
MARCH 22, 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. Regions and Citizens deliver the best customer experience in the banking industry, according to the 2017 Temkin Experience Ratings. Regions took the top spot out of the 15 banks […].
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InMoment XI
MARCH 22, 2017
A few months ago at a sales training I was giving, I talked about our offering of “Brand Defector Research” and its use cases in the market. A team member raised his hand: “But we do not talk to Brand folks usually”.
AskNicely
MARCH 22, 2017
You have finally got a pitch meeting with investors. They stare over the table at you, and ask “So, how do we know you can keep the revenue coming in?”. You are prepared with all your figures for the last four quarters, your costs, revenue breakdowns, market sizes. In the second after they ask, you realise. It’s all retrospective. It says what you did, it doesn’t (and can’t) give any guarantees about the future.
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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.
Experience Matters
MARCH 22, 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. Discover delivers the best customer experience in the credit card industry, according to the 2017 Temkin Experience Ratings. Discover took the top spot out of the 11 credit card […].
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Beyond Philosophy
MARCH 22, 2017
To be honest, I’m not lovin’ McDonald’s food! However, I’m lovin’ their plans to overhaul their Customer Experience to regain the 500 million lost customer visits. McDonald’s plan to upgrade to the “Experience of the Future “ has much to teach us all about how to adapt to the changing expectations of today’s discerning (and demanding) customers. McDonald’s rolls out the new experience to 2,500 U.S. locations by fourth quarter 2017.
SuiteCX
MARCH 22, 2017
Brands are all touting customer experience but most are failing. Brands think they understand customer experience because they have Customer Data, and even Big Data. They use analytics and some technology to drive their next best actions. But lots of data without real insight isn’t going to be helpful. Companies are drowning in data and really don’t know what is important and what isn’t.
CX Journey
MARCH 22, 2017
Image courtesy of lambert03 Is your work environment toxic? You wake up every morning and drag yourself into the office. You know there's a reason you drag and don't skip. The thought of being in your office makes your stomach turn, and you wake up every morning checking your temperature to determine if today might be a sick day rather than a work day.
Michelli Experience
MARCH 22, 2017
The post {Infographic} McMobile – Will McDonald’s Mobile Strategy Kill the Drive-thru? appeared first on Joseph Michelli.
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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.
Amity
MARCH 22, 2017
Who doesn't love a good TED Talk? Customer Success isn't just about Customer Success, it's about skills, learning, growth, people, and much more. Here are some TED Talks that might not appear to be directly related with the stuff you do on a day-to-day basis, but that will inspire you and help you get even better at Customer Success. Learning Empathy as a Skill.
ShepHyken
MARCH 22, 2017
Congratulations to Squaremouth , who just won a Gold Stevie Award for Customer Service Department of the Year – for the fourth time! (For those that don’t know, the Stevie is an international business award that recognizes top performing organizations in several categories including customer service.) Squaremouth is an online travel insurance company that compares travel insurance products from every major provider in the United States.
Heart of the Customer
MARCH 22, 2017
Bottom lines are important, and a good measure of how business is doing. But there’s something that might come before the bottom line, and might make more of an impact on the strength of your business: customer service. We all know what negative customer service experiences—or poor customer journeys, as they are known—especially with the […]. The post Customer Journey Maps: How to Guide Your Leads to Customers appeared first on Heart of the Customer.
Forrester
MARCH 22, 2017
We've been busy finalizing the agenda and speakers for the forthcoming CX Forum in Sydney on May 9 th. That's only 8 weeks away! Our focus this year is on exploring the current and emerging best practices for the design and delivery of exceptional customer experiences in digital channels. Or to put it more simply, we're going way beyond the why and what to dig deeper into how.
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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,
Confirmit
MARCH 22, 2017
At one time the phrase “qualitative research” would conjure up images of a group of people huddled round a table with a team of researchers and clients scribbling down notes behind a mirror. But not anymore! With business-to-business (B2B) research buyers wanting more than ever from research, it’s imperative that we keep innovating.
iPerceptions
MARCH 22, 2017
Yesterday marked the opening of the Adobe Summit, the largest digital marketing conference in the world. This year, over 12,000 attendees have made their way to Las Vegas to discuss the latest industry trends and learn valuable skills how to create flawless experiences.
Influitive
MARCH 22, 2017
It’s one thing to know why an advocate community will help you achieve your alumni relations goals and all the ways your alumni advocates can create value at your school. Actually building an engaging advocate community that discovers, nurtures, and mobilizes alumni ambassadors is another matter entirely. These five steps will help you turn your.
Eptica
MARCH 22, 2017
Date: Friday, March 24, 2017 4 more artificial intelligence concepts you need to know to deliver improved CX. Published on: March 24, 2017. Author: Pascal Gauvrit So far in this three part series covering artificial intelligence (AI) in customer experience I’ve explained the difference between bots and chatbots and some of the key concepts that you need to know about.
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.
Helen Dewdney
MARCH 22, 2017
Plusnet has become the latest telecom provider to be fined by the regulator Ofcom. The broadband and phone provider, owned by BT, has been fined £880,000 for billing former customers. It is the third provider in less than 6 months to be fined by Ofcom. In October 2016 Vodafone was fined £4.6m for breaches of consumer protection laws and in January 2017 EE was fined approximately £2.7m for incorrect billing.
Eptica
MARCH 22, 2017
Date: Wednesday, March 22, 2017 4 artificial intelligence concepts you need to know if you work in customer experience. Published on: March 22, 2017. Author: Pascal Gauvrit Following last week’s blog introducing artificial intelligence (AI) and explaining the difference between bots and chatbots , in my next two posts I want to explore the types of AI and how they can be applied in customer experience.
Talkdesk
MARCH 22, 2017
Think about the most recent customer service call you were on. Do you remember the last question the agent asked you? The one right before they asked you to stay on the line for a quick survey. If it was something along the lines of “Have I fully resolved your issue today?” there might be a problem. The authors of The Effortless Experience have definitively labeled that the worst question a customer service representative can ask.
West Monroe
MARCH 22, 2017
Recently, I co-authored a white paper on six pillars required for successful business transformation to agile ( click here to download the paper ). In my mind, product management is where the rubber meets the road with being or becoming agile. It is where organizations attempt to balance customer needs, corporate strategy and technical delivery at a rapid pace.
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The DiJulius Group
MARCH 22, 2017
A few weeks ago the CEO of Uber, Travis Kalanick, apologized for cultural failings at his company after a former employee alleged she was harassed and discriminated against while working there. Is it too late for the company that revolutionized public transportation? Kalanick apologized for a lack of diversity in the company’s workforce and for […].
Forrester's Customer Insights
MARCH 22, 2017
Got data? But more to the point, got the RIGHT data, and now? Low-friction and fast access to data are top priorities for data/analytics and marketing professionals in 2017. Here's the picture of priorities: It's a high or critical priority for 70% of marketing pros to increase their use of data and analytics for marketing measurement and customer insights - their fourth highest priority.
Brad Cleveland Blog
MARCH 22, 2017
Are you looking for a way to incorporate long-term improvement into your team meetings? Take a few minutes during your next team meeting to watch a brief video on customer service and then discuss it as a group. Too often … Continue reading → The post Videos to Spark Discussion appeared first on Brad Cleveland.
Verint
MARCH 22, 2017
It only takes a quick look around your surroundings to see that the world has changed. Every head is buried in a phone—and apps and bots are used to do everything from hiring a car to dimming the lights. Millennials, now the largest population segment, have grown up in this modern world and expect these technological conveniences in every aspect of their lives.
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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?
Brad Cleveland Blog
MARCH 22, 2017
Are you looking for a way to incorporate long-term improvement into your team meetings? Take a few minutes during your next team meeting to watch a brief video on customer service and then discuss it as a group. Too often team meetings focus on urgent problems at the expense of future growth and development.
ijgolding
MARCH 22, 2017
The customer has always been at the heart of every business, be it a street vendor selling hot dogs or a multi-national firm selling a wide range of products. All business have taken necessary measures, so that customers become loyal, provide repeat business, and advocate their products & brand – thereby increasing the customer base. Business mantras like “ The Customer Is Always Right ”, “ der Kunde ist König or The Customer is King ”, and “O kyakusama wa kamisama desu or Customer is
Brad Cleveland Blog
MARCH 22, 2017
Are you looking for a way to incorporate long-term improvement into your team meetings? Take a few minutes during your next team meeting to watch a brief video on customer service and then discuss it as a group. Too often team meetings focus on urgent problems at the expense of future growth and development.
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