Experience Matters
FEBRUARY 14, 2017
In a previous post, I described how today’s management techniques reflect outdated assumptions of technology-enabled practices, human behavior, and the meaning of success. That’s why organizations must shift to what I’m calling Modernize Leadership. I’m writing individual posts for each of the eight key changes required to modernize leadership.
Michelli Experience
FEBRUARY 14, 2017
For a period in human history, all we had were spoken words. Later we learned to communicate through written symbols and today it seems the most preferred communication medium is words shared through video. Great customer experience brands are not only “visual storytellers” but they are supporting their customers as those brand loyalists visually communicate about their brand journey.
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Customer Bliss
FEBRUARY 14, 2017
I’m always talking to people in customer experience roles about the importance of executive buy-in. Other executives should feel connected to the work you’re doing, and ultimately that should move towards one-company leadership. Now everyone is ideally on the same page, and making decisions that benefit a customer-driven growth engine. Not every company gets there, but in recent years you’ve seen more and more companies trying to align silos and collaborate better.
Who's Your Gladys?
FEBRUARY 14, 2017
Today we’re featuring a post by our dear friend Chip R. Bell. Enjoy! —– I appreciate the political incorrectness of using such an uncouth word like “stupid.” I could use irritating, frustrating, exasperating and even nauseous. But that would not reflect the typical customer’s sentiment when they. The post Are Your Service Processes Stupid?
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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.
Forrester
FEBRUARY 14, 2017
Happy Valentine's Day! You know the feeling of being in love: You want to stay with your significant other forever, love them more each day, and tell everyone how great they are. Your customers know it, too! Many companies have begun tracking how their customers feel as part of their CX measurement program. In the CX Index™ , we too track how customers felt during their most recent interaction with a brand.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
iPerceptions
FEBRUARY 14, 2017
Today, consumers are more informed, more demanding and have higher expectations than ever before. As a result, many companies are being held to a higher standard with consumers not putting up with a poor experience. This new paradigm has forced even the most entrenched companies to start focusing on the customer and providing an exceptional experience.
Myra Golden
FEBRUARY 14, 2017
In this week’s professional development event, my De-escalation webinar , I’m going to open with a video clip from Jack Nicholson’s Five Easy Pieces. I’m showing the famous “Chicken Sandwich Diner” scene from the movie. The clip shows Jack Nicholson’s character trying to customize a sandwich from the menu. I chose this scene because, as a vegan, I am ALWAYS customizing menu items in restaurants – the clip really resonated with me.
Magellan Solutions
FEBRUARY 14, 2017
To say that outsourcing has taken the global business world by storm is an understatement. Many entrepreneurs and companies of all shapes and sizes have decided to delegate some of their business functions to third-party experts. While there is a growing list of companies outsourcing their tasks, there is also a growing list of services that are being outsourced.
Tricia Morris
FEBRUARY 14, 2017
Digital transformation, as defined by Constellation Research, is “the methodology in which organizations transform and create new business models and culture with digital technologies.” And these new business models, says Constellation Founder and Principal Analyst Ray Wang, are creating a winner.
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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.
Up Your Service
FEBRUARY 14, 2017
In this interview, CEM Global speaks to Jeff Eilertsen, VP Client Success and Global Service Education at UP! Your Service, to talk about how companies can build an optimized service that increases efficiency. Discover his answers below. What are the main ways companies can differentiate their offering based on the quality of their service culture? This is a fundamental question that we challenge all clients to consider as they embark on building a “service culture” versus simply training custom
CSM Magazine
FEBRUARY 14, 2017
Many organizations struggle to find ways in which they can build customer loyalty and reduce customer churn. In this article, Bob Lucas offers some proven ways to create loyal customers. Companies are spending large amounts of money and time creating costly reward programs, sending out expensive marketing materials, and investing in expensive customer relationship management systems.
Clarabridge
FEBRUARY 14, 2017
It’s not that your customers lie to you, exactly. But sometimes the feedback you get from your customers doesn’t tell you the whole story. For example, a customer might complain that one of your employees is slow. But you know that the employee was doing her best—your computer system was down. Root cause analysis means looking at all your data to find out what is really causing the problems that your customers are experiencing.
Customer Enthusiast
FEBRUARY 14, 2017
The following is a guest post by Chip Bell. Chip’s latest book, Kaleidoscope , uses stories, anecdotes, and quotes to inspire and instruct. If you’ve gotten to know Chip through one of his previous books or by attending one of his seminars, then you’re familiar with his extensive repertoire of illustrations that teach—like those contained in this post.
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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,
West Monroe
FEBRUARY 14, 2017
Google Chrome extensions provide powerful enhancements embedded directly into your Google Chrome browser. These extensions can be installed to your browser for free and with a click of a button. If you are a Salesforce Admin the following Chrome extensions are my must-have picks for quick navigation and enhanced functionality across the platform, which will allow you to spend less time navigating the Salesforce Setup menu and more time enhancing Salesforce for your end users.
Blueshift
FEBRUARY 14, 2017
Read Part 1 and Part 3 of our series “Lifecycle Stages for the Growth Marketer” Customer lifecycle is a term used to describe the progress of a customer as they go through consideration, engagement, purchasing, and maintaining loyalty to a product or service. It starts from the first time you get a user’s attention to your […].
Stella Connect
FEBRUARY 14, 2017
The world of retail is a study in contrasts. ABC Co. is a boutique luxury brand. It rolls out the red carpet for its customers, personally guiding each and every one through the shopping experience. Customers leave happy, knowing they’re paying for the experience as much as they are for the merchandise. XYZ Co. is a discount brand. Employees keep to themselves as they go about their daily tasks.
Blueshift
FEBRUARY 14, 2017
Read Part 1 and Part 3 of our series “Lifecycle Stages for the Growth Marketer” Customer lifecycle is a term used to describe the progress of a customer as they go through consideration, engagement, purchasing, and maintaining loyalty to a product or service. It starts from the first time you get a user’s attention to your […].
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
FEBRUARY 14, 2017
It’s not that your customers lie to you, exactly. But sometimes the feedback you get from your customers doesn’t tell you the whole story. For example, a customer might complain that one of your employees is slow. But you know that the employee was doing her best—your computer system was down. Root cause analysis means looking at all your data to find out what is really causing the problems that your customers are experiencing.
ForeSee
FEBRUARY 14, 2017
It’s crucial that decisions about changes to federal websites be directed by data, not by politics. For the last 16 years, the principle of data-driven digital experiences has been the. The post New report: E-Gov should be driven by data, not politics appeared first on ForeSee.
Clarabridge
FEBRUARY 14, 2017
It’s not that your customers lie to you, exactly. But sometimes the feedback you get from your customers doesn’t tell you the whole story. For example, a customer might complain that one of your employees is slow. But you know that the employee was doing her best—your computer system was down. Root cause analysis means looking at all your data to find out what is really causing the problems that your customers are experiencing.
CSM Magazine
FEBRUARY 14, 2017
Many organizations struggle to find ways in which they can build customer loyalty and reduce customer churn. In this article, Bob Lucas offers three ways to create loyal customers. Companies are spending large amounts of money and time creating costly reward programs, sending out expensive marketing materials, and investing in expensive customer relationship management systems.
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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.
MyCustomer
FEBRUARY 14, 2017
Engagement. CEM maturity model pt 2: Customer-centric culture.
dscout People Nerds
FEBRUARY 14, 2017
dscout’s VP of Product gets meta on research and product design.
MyCustomer
FEBRUARY 14, 2017
Engagement. CEM maturity model pt 2: Customer-centric culture.
Verint
FEBRUARY 14, 2017
As a global laboratory supply and distribution company, VWR needed a platform to capture, collect and analyze customer feedback. To better capture the voice of the customer, the company selected Verint Enterprise Feedback Management (EFM) —through which the company has been able to identify areas of improvement, assess training needs, and hold agents responsible to a standard of customer care.
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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
FEBRUARY 14, 2017
The post How Long Will Your Customers Wait for Service? appeared first on Brad Cleveland.
Kayako
FEBRUARY 14, 2017
This is a guest post from our friends at Typeform. Paul Campillo will show you the value of choosing NPS as your next customer feedback questionairre. Every company wants loyal customers. Sure, sales are great, but nothing beats sales from repeat customers. That’s the goal of every business. Not a gazillion “maybe” fans, but diehard fans who’ll gladly pay, over and over again.
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