InMoment XI
JANUARY 31, 2017
Our family of five recently moved in with my parents while building a new home. This is an unlikely situation for several reasons: From the start, I was not an advocate of building a home. We have never built a home before. The lot we purchased was owned by the builder, so we didn’t have.
Michelli Experience
JANUARY 31, 2017
I’m convinced that the new customer experience leadership challenge will be … (drum roll please) … integrating human and technology based service. I refer to this opportunity as the human/tech challenge. That challenge involves leveraging technology for efficiency while integrating it with the warmth of human service delivery. In my opinion, your future success will hinge, in part, on how well you provide technology-aided, human powered experiences that seamlessly deliver when and ho
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InMoment XI
JANUARY 31, 2017
Our family of five recently moved in with my parents while building a new home. This is an unlikely situation for several reasons: From the start, I was not an advocate of building a home. We have never built a home before. The lot we purchased was owned by the builder, so we didn’t have. View Article.
Customer Bliss
JANUARY 31, 2017
A question I get sometimes: “Of course we want to value customers, but is doing so definitely tied to revenue?” The answer is unequivocally yes. I’ve been talking about this for years, as have many of my colleagues, professional acquaintances, and friends. If you boost customer experience, you boost revenue. Yes, yes, and yes. But it’s still a question out there to many people.
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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
JANUARY 31, 2017
We just published a Temkin Group report, Engaging A Tethered Workforce. Here’s the executive summary: Companies across a number of industries create and deliver customer experiences (CX) through a combination of traditional employees and other workers who they do not directly control – such as contractors or employees of channel partners or outsourcing partners.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Experience Matters
JANUARY 31, 2017
We just published a Temkin Group report, Engaging A Tethered Workforce. Here’s the executive summary: Companies across a number of industries create and deliver customer experiences (CX) through a combination of traditional employees and other workers who they do not directly control – such as contractors or employees of channel partners or outsourcing partners.
Uniphore
JANUARY 31, 2017
Developed and first introduced in 2003 by Fred Reicheld, Bain and Company and Satmetrix, Net Promoter Score® (NPS 1 ) has become somewhat of the definitive metric for gauging customer satisfaction and loyalty. Consistently in use by over 66% of Fortune 1000 companies and tens of thousands of customer-centric organizations worldwide, NPS has certainly had a profound influence on global marketing, business strategies, tactics and techniques.
NICE inContact
JANUARY 31, 2017
Zebra-brand printers are used by more than 90 percent of Fortune 500 companies, which means Zebra Customer Support has an important role in delivering amazing customer experiences. Zebra Technology manufactures and sells computer printing technologies for a variety of sectors, all over the world. They service over 52 different countries and 17 different languages.
CX Journey
JANUARY 31, 2017
How well does your decision-making process work for you? Are you able to go from decision to solution to action with ease? This is the second part of my two-part series on Peter Drucker's five phases of decision-making, which he outlines in his book, The Practice of Management. If you missed the first part , which covers the first three phases, be sure to visit that post to read about them.
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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.
Wired and Dangerous
JANUARY 31, 2017
What would he see or think if you brought in Dr. Indiana Jones to help you better understand your customers? Or, better still, if Margaret Mead or Ruth Benedict was your customer anthropology coach? At the core, anthropology is the study of humanity. Social or cultural anthropologists seek to understand how a culture, tribe, family or clan link together through language, myths, mores, beliefs, rituals and symbols.
ShepHyken
JANUARY 31, 2017
Scott McKain Talks About How to Stand Out in a Hypercompetitive Marketplace. Show business is a multi-billion dollar (and thriving) industry. What can we learn from show business that we can apply to our own business? Shep Hyken speaks with Scott McKain who states that all of us, no matter what our business is, are in show business. And here’s why. The purpose of entertainment is to create the desired emotional response from the audience.
Heart of the Customer
JANUARY 31, 2017
Journey maps are extremely valuable tools. They provide key insights into the thoughts and feelings of customers during their interactions with your company, and they point the way toward cost-effective solutions to problem areas. But like any tool, they won’t do you much good if you take them home and stash them in a […]. The post Case Study: Journey Mapping Unleashes the Power of People appeared first on Heart of the Customer.
CustomerGauge
JANUARY 31, 2017
For many SaaS companies, demos are the first chance to put their “best face forward” when it comes to interacting with customers. At CustomerGauge, we’re all about discovering the paint points in the customer journey. For us, the journey doesn’t just happen after the customer signs the contract. In order to improve, we want to dig […]. The post Why You Should Conduct “Post-Demo Surveys” appeared first on CustomerGauge.
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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,
Magellan Solutions
JANUARY 31, 2017
After months of strategic planning and execution, your start-up is finally ready and open for business. All your hard work paid off, but you know this is just the beginning. Now comes the exciting part: growing your start-up, and making sure it doesn’t fall under the grim 8 out of 10 mortality statistic. Growing your start-up to the point where it becomes a self-sufficient enterprise doesn’t have to be a far-fetched dream.
Clarabridge
JANUARY 31, 2017
By Jeannie Walters, CEO and Founder of 360Connext. In any customer journey mapping initiative, there’s likely to be some debate over how to define the different phases a customer goes through in their journey. You might never find a customer journey map missing the buying phase, but there is one critical area missing far too often—when you are losing customers.
Peter Lavers
JANUARY 31, 2017
My fellow IBM #THINKmarketing Futurist, Steve Dennis, and I recently participated in a cross-sector forum in South Africa on the subject of “Winning in a digital-first, omni-channel world”. Here are the top challenges that participants agreed businesses are facing in 2017 when it comes to this subject: People don’t “go online” any more – they’re always online.
ForeSee
JANUARY 31, 2017
Utilizing A/B testing, the practice of comparing two versions of a webpage or app against each other to see which performs best, is a very effective way for a business. The post Optimizing customer satisfaction by rethinking A/B testing appeared first on ForeSee.
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.
Clarabridge
JANUARY 31, 2017
By Jeannie Walters, CEO and Founder of 360Connext. In any customer journey mapping initiative, there’s likely to be some debate over how to define the different phases a customer goes through in their journey. You might never find a customer journey map missing the buying phase, but there is one critical area missing far too often—when you are losing customers.
Verint
JANUARY 31, 2017
Voice of the Customer and Customer Experience initiatives are strategic imperatives today, helping organizations measure and enhance experiences, satisfaction and loyalty. Organizations that elevate and improve these areas can potentially realize powerful benefits including improved customer loyalty, reduced customer churn and deep insights into customer behavior.
LiveChat
JANUARY 31, 2017
Sit back, relax and go to your happy place. What does it look like? There’s a good chance that the place that makes you happy the most is filled with sunshine and bright colors. It’s probably clutter-free, and just the thought of it makes you feel instantly at ease. Now, think about the typical call center or live chat station. Do you notice any differences?
Michel Falcon Experience
JANUARY 31, 2017
I’ve been advising companies on customer experience, employee engagement and company culture for six years helping entrepreneurs learn the systems I leverage to build stronger and profitable relationships with customers and employees. It has been very rewarding for both my clients and I. However, I knew it was time to begin doing it for myself more frequently.
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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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