InMoment XI
NOVEMBER 28, 2017
What is Digital Transformation? Where do your organization’s digital efforts stand? Are you doing all you can to differentiate yourself from your competitors? Are you truly positioned to innovate within your industry? Digital Transformation has become one of the technology industry’s most popular and frequently discussed topics. And like the significant industry trends that came before.
Experience Matters
NOVEMBER 28, 2017
Last week I visited Amazon Books in Dedham, MA, one of the online giant’s 13 physical retail locations. I was intrigued to see what Amazon.com would do with a physical bookstore. I didn’t know what to expect, but my initial thoughts jumped to the scene from 40 Year Old Virgin where Jonah Hill tries to buy something at an “eBay store.” The experience was great from the beginning.
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InMoment XI
NOVEMBER 28, 2017
What is Digital Transformation? Where do your organization’s digital efforts stand? Are you doing all you can to differentiate yourself from your competitors? Are you truly positioned to innovate within your industry? Digital Transformation has become one of the technology industry’s most popular and frequently discussed topics. And like the significant industry trends that came before.
Omnicus
NOVEMBER 28, 2017
What is a chatbot? A chatbot is a service that automates your interactions with your audience and customers. By using rules or even artificial intelligence to some degree, it lets you interact with your customers in a highly efficient manner. The chatbot service is available in applications like Facebook Messenger, SMS, Slack, Skype, etc. Why should you use a chatbot?
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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.
Customer Bliss
NOVEMBER 28, 2017
Overview. How do you transform the culture and operations of your company to benefit the lives of your customers? In this episode, I chat with Sami Nuwar , the vice president of customer experience transformation at American Bath Group , about how his newly established role at ABG allowed him to create processes and operations that switched the company focus from being product-driven to being customer-driven.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Michelli Experience
NOVEMBER 28, 2017
There is a fine line between disinterest and inquisition! You know what I am talking about – some brands are solely focused on themselves and not on their customers. Leaders at those companies drive a business freight train down the track at their customers with seemingly no interest in what customers think or feel about the oncoming train. On the other hand, some businesses seemingly “overask” for customers’ input.
Alida
NOVEMBER 28, 2017
Innovative companies are getting huge results from their insight communities in less than one year. So, what’s their secret? According to Laura-Lynn Freck, senior manager for shopper and category insights at Red Bull, getting customers and stakeholders excited is table stakes, but that’s not all. At the 2017 Customer Intelligence Summit , Red Bull and two other innovative brands outlined how they made the most of their insight communities in their early days by scoring massive wins that benefitt
ReviewTrackers
NOVEMBER 28, 2017
Online reviews are a major factor in shaping consumers’ decision-making process. They serve as a research tool to help consumers make decisions about their lives, like where to eat, which bank to trust, where to get healthcare services, or where to stay on their next vacation. There are a number of review sites that today’s consumers find most trustworthy.
Andrew Mcfarland
NOVEMBER 28, 2017
The Temkin Group recently released a report about the different emotional responses customers have (by age group) after receiving technical support for their computer. This report is important because it: (1) addresses the difference between intentional and accidental experiences, (2).
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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.
Beyond Philosophy
NOVEMBER 28, 2017
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Until about a decade ago, most CX and value delivery metrics were built around tangible and quality-related elements of value – price, consistency, speed, completeness, accuracy, durability, and the like. However, it was understood that value is not just rational. Perception consists of the rational and the emotional, and even those elements which are tangible and functional have emotional underpinnings.
Heart of the Customer
NOVEMBER 28, 2017
Join me for a live webinar that I get to be a part of on December 13th at 11am PST/2pm EST. I will be speaking with Nicole Geosits, Manager of Customer Happiness at Acuity Scheduling, and Kaan Ersun, SVP of Marketing at Solvvy, for a Solvvy webinar sharing how you and your company can win more business […]. The post CX Live Webinar appeared first on Heart of the Customer.
Amity
NOVEMBER 28, 2017
One of the biggest challenges of quantifying the benefits of customer success is that many organizations fall short on how to prolong the customer success continuum. The customer maturity phase will happen and you won’t realize how much of your business needs to change and adapt to this new phase. Below are some red signals that should immediately alert you and tips to help you gain early insight into being proactive in avoiding the impact of growth pitfalls. 1.
ShepHyken
NOVEMBER 28, 2017
The Seven Deadly Sins of Customer Experience. Shep Hyken Interviews Jeff Nicholson, Customer Engagement Thought Leader. Jeff Nicholson enlightens listeners to what he refers to as T he S even D eadly S ins of the C ustomer E xperience J ourney. He shares the importance of understanding what customers need, meeting those needs, and the best methods of delivering it to them. .
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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,
ForeSee
NOVEMBER 28, 2017
Hermes is a leading parcel courier in the United Kingdom and is committed to always being the first choice among U.K. consumers. Doing so requires a deep focus on improving. The post VOC Leaders: How Hermes delivers success by measuring the entire customer journey appeared first on ForeSee.
Maz Iqbal
NOVEMBER 28, 2017
Customer Obsession Is Fashionable I hear more and more Middles & Tops mention the importance/need for customer obsession. It’s often used as an exhortation to the Bottoms – those on the front line. Something interesting happens when I ask the speaker what s/he means by, is pointing at, when s/he speaks of customer obsession. Silence … Continue reading "On Customer Obsession".
Bold360
NOVEMBER 28, 2017
On Black Friday alone, shoppers spent about $5 billion online, and these numbers skyrocketed on Cyber Monday, with consumers spending about $6.6 billion online. The holidays are in full swing, meaning crazy deals and even crazier shopper expectations — and retailers must ensure their websites are equipped with the right technologies and resources to handle the chaos now and throughout the holiday season.
Provide Support
NOVEMBER 28, 2017
B2B Customer Experience – How to get it Right? As per an Accenture report , – only 23% of B2B companies achieve impressive returns on their customer experience investments. In addition to that, only 20% generate low or no return, indicating that an alarming 57% are not exactly benefitting from the CX strategies. This brings us to a very pertinent question- Does CX really matter in a B2B segment?
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.
Confirmit
NOVEMBER 28, 2017
This report, based on a survey of over 250 Customer Experience professionals, identifies what the most successful companies are doing, what we can learn from them, and what you need to do to deliver similar results. We focus on four key themes, and provide insight into what will drive the future of Customer Experience in the years to come. This report, based on a survey of over 250 Customer Experience professionals, identifies what the most successful companies are doing, what we can learn from
Elevio
NOVEMBER 28, 2017
It's probably fair to say your users don't know your product like you do. and they probably never will, but at least give them the chance. They'll never understand fully why you chose to add one feature, and not another. They'll never appreciate the effort you put in for that extra 1%. They'll never grasp your product so well that they see all the left field things they could do with it.
Confirmit
NOVEMBER 28, 2017
This Forrester Research report outlines the role that CX professionals can play in developing exceptional employee experiences in the context of their in-flight CX programs and how to raise it as a priority. Organizations are increasingly aware of the need to improve the employee experience (EX) as a means of creating an exceptional customer experience (CX).
CXApp
NOVEMBER 28, 2017
Social media marketing is here to stay because it happens to be one of the best and most lucrative ways to attract customers loyal or new. Find that hard to believe? Let’s look at the facts.
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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.
Confirmit
NOVEMBER 28, 2017
This report, based on a survey of over 250 Customer Experience professionals, identifies what the most successful companies are doing, what we can learn from them, and what you need to do to deliver similar results. We focus on four key themes, and provide insight into what will drive the future of Customer Experience in the years to come. This report, based on a survey of over 250 Customer Experience professionals, identifies what the most successful companies are doing, what we can learn from
CXApp
NOVEMBER 28, 2017
Social media marketing is here to stay because it happens to be one of the best and most lucrative ways to attract customers loyal or new. Find that hard to believe? Let’s look at the facts. Social marketing has a higher lead-to-close rate than outbound marketing, at 100% more. Plus, 84% of B2B marketers use social networks to do their bidding. If that doesn’t convince you, consider that adults from ages 18 to 34 are 95% more likely to follow a brand via social media.
Confirmit
NOVEMBER 28, 2017
Virgin Money is a financial services company which offers a range of products to customers across the UK. Their company-wide Voice of the Customer program covers all products, channels and key stages of the customer lifecycle at a number of touchpoints, including website, store visits, contact center and post-purchase. The program has delivered timely and tangible improvements that have helped Virgin Money to increase revenue, drive culture change and achieve record levels of customer satisfacti
Brad Cleveland Blog
NOVEMBER 28, 2017
Looking to generate substantive conversation at your next team meeting? Try one of these worksheets on customer expectations, metrics and customer access strategy. It can be helpful to take a step back from the day-to-day, urgent issues to think about the bigger picture.
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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?
Quadient
NOVEMBER 28, 2017
I remember being part of many debates back in the early 2000s regarding the value of CRM solutions - and whether organizations really needed them in the technology stack. Fast forward to 2017 and you 'd be hard pressed to find an enterprise that has not incorporated CRM as a foundational system in their business. As we saw during last week's blog, salesforce.com has experienced a decade of exponential growth that highlights the continued reliance on CRM as a core technology for businesses toda
Waypoint Group
NOVEMBER 28, 2017
I recently had lunch with my friend and colleague Roderick Jefferson. Roderick is a nationally recognized educational and motivational speaker and is also an acknowledged thought leader in the sales enablement space. When Roderick shared his tag line “Hope is Not a Strategy,” something clicked for me. Talking with Roderick validated trends I’m seeing with customer onboarding and enablement.
CSM Magazine
NOVEMBER 28, 2017
Paddy Coleman at QStory takes a closer look at how intraday automation is the next step-up in contact centre performance. Whether it’s called real-time or intraday management, real-time is back on the contact centre agenda with a vengeance. The need to be as proactive as possible is huge driver in contact centres. However, with unexpected changes in call volumes and high levels of absenteeism, the engine room of many organisations’ sales and customer service operations, are notorious
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