Experience Matters
AUGUST 18, 2017
In previous research, we described how CX organizations will need to evolve towards a Federated CX Model, which is made up of three components shown below. An important component of this model is the existence of distributed CX skills. To gauge where companies are in this journey, we asked large companies about the degree to which CX skills are distributed across their organizations.
SuiteCX
AUGUST 18, 2017
In order to improve customer engagement, the organization needs to understand the customer needs and work together as a team to support the changes necessary to deliver new solutions. The customer’s expectations have risen to learning what to focus on and how to invest your resources is critical to success. We all tout the importance of customer engagement but 49% of organizations haven’t even started on the journey.
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ShepHyken
AUGUST 18, 2017
This week we feature an article by Martha Brooke who writes about how to execute a customer satisfaction survey that gives you the data you need. Surveys can give you a lot of data that you can use to improve virtually any part of your organization. – Shep Hyken. I know you get asked to take surveys all the time, because I do. Even the shortest business trip results in at least 5 surveys: Delta wants to know about your flight; Hilton wants to know about your stay; Enterprise asks about your car
SuiteCX
AUGUST 18, 2017
In order to improve customer engagement, the organization needs to understand the customer needs and work together as a team to support the changes necessary to deliver new solutions. The customer’s expectations have risen to learning what to focus on and how to invest your resources is critical to success. We all tout the importance of customer engagement but 49% of organizations haven’t even started on the journey.
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.
Alliance by IFS
AUGUST 18, 2017
Selecting the right field service management software , deploying it effectively, and measuring its results can all pose challenges. Service companies face vital decisions in all stages of technology procurement that can have profound results post-implementation. Questions like ‘Should we purchase all our technology solutions from one vendor, or should we select best-of-breed solutions and integrate them?
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Strativity
AUGUST 18, 2017
Making Sense of the “Customer Journey” Technology Landscape. Increasingly, clients come to us confused about what “customer journey” tools do and where they fit. The confusion isn’t surprising. Like customer experience (CX) more broadly, the customer journey concept and term are used by a wide variety of companies to describe a wide variety of solutions.
Verint
AUGUST 18, 2017
One of the leading healthcare service providers in the United States, Humana needed to streamline the work it was doing in its back office several years ago due to significant growth. It was also interested in surfacing trends and hidden insights, as well as creating more transparency about employee performance. This provider leverages Verint Workforce Optimization across its customer service and back-office operations—as well as Verint Speech Analytics within its contact centers—to help create
Touchpoint Dashboard
AUGUST 18, 2017
Making Sense of the “Customer Journey” Technology Landscape Increasingly, clients come to us confused about what “customer journey” tools do and where they fit. The confusion isn’t surprising. Like customer experience (CX) more broadly, the customer journey concept and term are used by a wide variety of companies to describe a wide variety of solutions. […].
Brad Cleveland Blog
AUGUST 18, 2017
Lynda.com has given me the opportunity to record a few courses for their library. It’s been a great experience. One of the most recent courses is on Customer Advocacy – what it is, how it’s done and how to maximize … Continue reading → The post Empowering Employees to Be Customer Advocates appeared first on Brad Cleveland.
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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.
LiveChat
AUGUST 18, 2017
It goes without saying that every small business owner out there is looking for ways to grow their business. It translates to finding more customers, making more sales, and in turn making profits. With the onset of digital commerce, a business is not limited to the customers who walk through the doors of its physical store. So, entrepreneurs can leverage digital marketing along with their offline marketing campaigns to enhance the growth of their business.
Brad Cleveland Blog
AUGUST 18, 2017
Lynda.com has given me the opportunity to record a few courses for their library. It’s been a great experience. One of the most recent courses is on Customer Advocacy – what it is, how it’s done and how to maximize its benefits.
Talkdesk
AUGUST 18, 2017
When AppConnect launched in April, we had a vision to put the needs of our customers first. By eliminating all legacy processes and complicated integrations, Talkdesk developed three requirements for AppConnect solutions: Free trials available for all Talkdesk customers to experiment with new tools. One-click installation that streamlines the process of adding tools to the call center.
Brad Cleveland Blog
AUGUST 18, 2017
Lynda.com has given me the opportunity to record a few courses for their library. It’s been a great experience. One of the most recent courses is on Customer Advocacy – what it is, how it’s done and how to maximize its benefits.
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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.
Alida
AUGUST 18, 2017
Even your most loyal customers will not tolerate mediocre experiences. That’s one one of the key findings in a new CMO Council study , which found that 47 percent of loyal customers will stop doing business with a brand that provides “poor, impersonal or frustrating” experiences. While the study did find that most customers are fairly satisfied with the overall state of experiences they get from brands, many customers indicated that their patience will not last forever.
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