Lumoa

DECEMBER 14, 2017

Wow! Have you seen the new update? We are happy to announce the product update that our team has been working on for the last months. The update touches all your favorite features and turns them into even more a productive toolset, so you can dive deeper into your customer feedback analysis and execute accurate actions based on that. Watch the video below if you want to know how to get actionable insights with the help of the new and updated features.

NPS 301

NPS Tips Feedback Trends 301

Comm100

DECEMBER 14, 2017

In this day and age, all companies who want to get an edge over the competition must embrace customer experience continuous improvement as a strategy to ensure their customers receive great customer experiences. Why? Well, the customer experience is a key ingredient to getting new business and maintaining customer loyalty. But delivering excellent customer experiences isn’t something that you can measure one time and not look to improve.

Strategy 226

Strategy Customer Experience How To Effort Score 226

QuestionPro Audience

DECEMBER 14, 2017

After starting the year valued at $1,000, Bitcoin is aiming to end 2017 strong—on December 7th, the price per coin hit a record of $17,000, marking an increase of more than 1,700%. Bitcoin is the largest of the cryptocurrencies, which are virtual coins that are mined—the process through which new bitcoins are created and transactions are recorded and verified—by computers using complex algorithms.

Government 247

Government Conference Banking Consumers 247

ijgolding

DECEMBER 14, 2017

As we approach the end of another calendar year, it is always appropriate for bloggers, writers, thought leaders and professionals in general, to reflect on what has passed, as well as what is to come in the future. As a prolific writer on the subject of Customer Experience, I feel as though every article I publish is a reflection of sorts. However, when we reach the end of the year, it does seem sensible to combine all of my thoughts together to see if they make some kind of sensible conclusion

Customer Experience 164

Customer Experience Customer Experience Professionals Customer Centricity Customers 164

Advertisement

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.

Customers

Beyond Philosophy

DECEMBER 14, 2017

Do you believe it is the Customer Experience you provide that makes customers loyal? If you do, I am sorry to be the one to inform you that you are wrong. I have been a global Customer Experience consultant for fifteen years, since before Customer Experience was even a thing. As a result, I thought I knew everything there was to know about Customer Experiences.

Loyalty 151

Loyalty Sports eBook Consulting 151

Alida

DECEMBER 14, 2017

Aurora Health Care is on a mission to help people live well. This commitment means making it simple for patients to access health care and medical information. . In a recent webinar , Darrell Beneker, director of consumer insights at Aurora Health Care, shared how the company uses ongoing insight to inform customer experience (CX) initiatives that create a seamless end-to-end patient journey.

e-support 100

e-support Sports Healthcare Customer Relationship Management 100

Michelli Experience

DECEMBER 14, 2017

__. Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Follow on Twitter: @josephmichelli. Save Save. The post {Infographic} The Unexpected Gift of Social Media appeared first on Joseph Michelli.

Social Media 100

Social Media Infographics Consulting Customer Experience 100

ClearAction

DECEMBER 14, 2017

7 Secrets of the Best Marketing Operations Teams Lynn Hunsaker. Value creation is the ultimate measure of success in business: value to customers, shareholders, alliances, employees, and the community at-large. In the quest to be best, follow the money, or better yet, be the one that enables value (money, capability, opportunity) to be created. Marketing Operations is a role that can facilitate the whole Marketing organization in value creation.

Marketing 78

Marketing Metrics Measurement Government 78

ReviewTrackers

DECEMBER 14, 2017

Patient engagement is a term that is difficult to define. It’s a term that has expanded across the healthcare industry, and it’s necessary that providers understand what it really means if they are to be successful at a time when consumerism is at the forefront of healthcare. According to the US National Coordinator of Health Information Technology, patient engagement is one of the top resources in healthcare that is underutilized and a potential “blockbuster drug.”.

Engagement 63

Engagement Healthcare Study Resources 63

Advertisement

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.

Communication

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Lynn Hunsaker. Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? All of these terms are components of customer experience management (CEM), which is the broadest and deepest way of viewing customers and their role in the success of any organization (for-profit, non-profit, or government).

Customer Care 66

Customer Care CRM Customer Experience CEM 66

Truthlab

DECEMBER 14, 2017

Reading Time: 3 minutes Yes, Yes, Yes! It’s that time of year to reflect on where we’ve been and get inspired for the year to come. The end of the year is often inundated with numbers, numbers, numbers to assess value gained over the course of a year. So, let’s take a little time to get inspired by […]. The post 5 Interactive Data Visualizations from 2017 to Get You Inspired appeared first on truthlab.

Interaction 54

Interaction Data Course Customer Experience Design 54

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Lynn Hunsaker. Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? All of these terms are components of customer experience management (CEM), which is the broadest and deepest way of viewing customers and their role in the success of any organization (for-profit, non-profit, or government).

Customer Care 59

Customer Care CRM Customer Experience CEM 59

iPerceptions

DECEMBER 14, 2017

This is the fifth blog post in a series that examines key Customer Experience metrics that every Voice of the Customer (VoC) program should measure to better understand the visitors’ digital experience. In this post, we look at a key CX metric that gauges visitors’ likelihood to recommend your brand to friends and colleagues: Net Promoter Score ®.

Net Promoter Score 54

Net Promoter Score Metrics Measurement Brands 54

Advertisement

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.

System

ClearAction

DECEMBER 14, 2017

Customer Centric Internal Branding Lynn Hunsaker. Customer centric internal branding revolves around customer well-being. Internal branding has various meanings, such as becoming employer of choice, communicating the company’s marketing programs to employees, emphasizing core values, engaging employees for high morale and productivity, or aligning internal behaviors with what’s promised to customers.

Customer Centricity 59

Customer Centricity Brands Customer Satisfaction Advertising 59

Alliance by IFS

DECEMBER 14, 2017

As a recognized leader in field service management software , Astea was proud to sponsor “The Future of Field Service 2018 ” special edition of Field Technologies Magazine. One of the edition’s most informative articles named the 3 biggest transformative opportunities for field service organizations in 2018: Shifting from Reactive to Predictive Service.

Analytics 50

Analytics Software Technology Meeting 50

Totango

DECEMBER 14, 2017

Your customers are your most important asset and their data is critical for your business. We’re launching today Totango Shield. Totango Shield provides comprehensive protection for all of your sensitive information and allows you to automatically comply with internal security policies and external regulations, including the new GDPR going into effect May 2018.

Policies 49

Policies Data Customers 49

Stella Connect

DECEMBER 14, 2017

The Richmond Telephone Company has faithfully served the residents of a small Massachusetts mining town since 1903. This tiny telecommunications provider has managed to stay alive and profitable for over 114 years with outstanding customer service. The Boston Globe calls the Richmond Telephone Company the “industry antidote” to robotic customer service.

Customer Service 40

Customer Service Customer Experience Strategy Effort Score 40

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.

Retail

Totango

DECEMBER 14, 2017

Your customers are your most important asset and their data is critical for your business. We’re launching Totango Shield today. Totango Shield provides comprehensive protection for all of your sensitive information in DNA-CX and allows you to automatically comply with internal security policies and external regulations, including the new GDPR going into effect May 2018.

Policies 48

Policies Data Customers 48

Strativity

DECEMBER 14, 2017

In this case study of Illawarra Retirement Trust (IRT), the seniors’ living development, Strativity Australia explores the impact committing to a customer experience strategy has on developing a more customer centric culture. Spanning from the NSW South Coast to Sydney, IRT’s intrinsic motivation is the wellbeing and welfare of its customers. With over 8000 customers in 32 communities in their care, IRT sought to navigate an unprecedented structural change in the aged care sector to produce long

Case Study 40

Case Study Study Industry Customer Experience 40

ForeSee

DECEMBER 14, 2017

UGI Inc. is a natural gas and electric utility company that serves more than 670,000 customers in Pennsylvania and other coverage areas. The company’s mission is to be the preeminent. The post VOC Leaders: How UGI uses CX to drive success in energy & utilities appeared first on ForeSee.

Company 40

Company Contact Center Customers 40

Promoter.io

DECEMBER 14, 2017

As we approach the end of 2017 (too quickly I might add), I’m finding myself looking back at the year and admiring the progress we made at Promoter over the past 12 months. In addition to expanding our team, moving into a new office and adding 100’s of amazing new clients, we also put out […]. The post Our 10 Best Performing Blog Posts From 2017 appeared first on Promoter.io Blog.

40

40

Advertisement

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

ROI

Quadient

DECEMBER 14, 2017

More than one insurer now has an Amazon Alexa skill. While I doubt that many customers want to say “Alexa, file a claim”, I do think that insurers can take important lessons from what Amazon has done with their voice assistant. I recently set up an Echo Dot in my living room. My small children learned almost instantly that they could make it play Christmas music.

Insurance 40

Insurance Customers 40

CSM Magazine

DECEMBER 14, 2017

One of the most senior positions in an organization, the Customer Service Director has the overall responsibility for the customer service function. The director of Customer Service often reports to the CEO or Managing Director and may be a member of the board. Qualifications. The job usually requires a bachelor’s degree or equivalent as well as relevant senior management experience.

Customer Service 40

Customer Service Policies Customer Care Metrics 40

Helen Dewdney

DECEMBER 14, 2017

Problems on the trains this Christmas and your rights. Is your train running this Christmas or have you been duped? It looks like thousands of Christmas holiday train travellers have been misled into buying more expensive tickets than they would have done normally. Transport Focus discovered around 15,000 errors in the Rail Delivery Group timetable database.

Travel 33

Travel Training Transportation Airlines 33

CSM Magazine

DECEMBER 14, 2017

Allianz Global Assistance USA has been named a winner in the sixth annual Customer Experience Excellence Awards. The annual awards program, managed by Temkin Group, recognizes companies that are being innovative in their efforts to become more customer-centric. Allianz Global Assistance was recognized for its innovative program to map and review its customers’ journey with an eye toward improving processes that impact customers.

Customer Experience 40

Customer Experience Social Media Voice of Customer Groups 40

Advertisement

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?

Customer Experience

dscout People Nerds

DECEMBER 14, 2017

People Nerds share four strategies for getting results with human insight.

Strategy 45

Strategy 45

CSM Magazine

DECEMBER 14, 2017

Eleven organizations have been shortlisted to win the 2018 Customer Contact Innovation Awards. The winners will be announced at the Gala dinner on April 24th at the close of the annual Customer Strategy & Planning conference organized by The Forum. The Award Finalists for 2018 offer great examples of transforming customer experience in contact centre operations, as well as in the wider organization – from using speech analytics to drive continuous improvement to Employee engagement bringing

Innovation 40

Innovation Conference Case Study Culture 40

Brad Cleveland Blog

DECEMBER 14, 2017

Real-time management compliments contact center planning. In any center that handles contacts initiated by customers, our forecasts and plans can be off the mark. We need to be able to respond. Learn about three steps to developing an effective real-time … Continue reading → The post Managing a Contact Center in Real-Time appeared first on Brad Cleveland.

Contact Center 26

Contact Center Management Call Center Customers 26