ijgolding

MARCH 31, 2017

If you have been a follower of my writing for some time, you will know that I am no stranger to air travel! Having flown over 300 times in the last two years alone, I am well versed in the differences between airlines. In fact, one of my most read posts is a review I conducted in 2014, comparing the airlines Emirates and Etihad. So when my friend and fellow CCXP (Certified Customer Experience Professional), Mike Bartlett sent me his own story comparing Delta and Virgin, I felt that others needed

Comparison 149

Comparison Customer Experience Airlines Travel 149

Experience Matters

MARCH 31, 2017

We recently released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. consumers. Publix and H-E-B deliver the best customer experience in the supermarket industry, according to the 2017 Temkin Experience Ratings, an annual customer experience ranking of companies based on a […].

Customer Experience 143

Customer Experience Survey Industry Consumers 143

CustomerGauge

MARCH 31, 2017

In the past, many companies have employed a “heritage Net Promoter” model. This model provides steps for measuring customer feedback and acting to quickly close the loop. These two methods were previously introduced as part of the Net Promoter Operating Model in the 2008 book Answering the Ultimate Question. In our recent white paper, Next-Generation […].

NPS 78

NPS Measurement Feedback Company 78

Experience Matters

MARCH 31, 2017

We recently released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. consumers. Georgia Power delivers the best customer experience in the utilities industry, according to the 2017 Temkin Experience Ratings, an annual customer experience ranking of companies based on a survey […].

Customer Experience 120

Customer Experience Consumers Survey Industry 120

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Alliance by IFS

MARCH 31, 2017

Competitive pressure and customer demands are forcing field service organizations to step up their game when it comes to the use of mobile technology and data analysis. While most service companies are using mobility to improve efficiency and productivity in the name of meeting service level agreement (SLA) requirements and cutting costs, the next phase of service evolution will require better use and sharing of customer, machine and service data — and that will require the use of knowledg

Management 66

Management Employee Engagement Tools Report 66

CustomerGauge

MARCH 31, 2017

New techniques to get Millenials responding to NPS questions “I would never give a 10 on a survey” says Mingus Donovan, who describes himself as the “Dream Alchemist” of the Boston-based startup, Beacon Hill Knife Sharpening Co-operative. “I don’t care how pimp or fire the service is, there’s no way I’d say I would recommend […]. The post Getting Feedback from the Meh-Generation appeared first on CustomerGauge.

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Feedback NPS Survey 60

Amity

MARCH 31, 2017

I recently published a book on the role that customer feedback should play when it comes to managing a SaaS product. The concepts in the book are especially relevant for Customer Success Managers. With a few simple tweaks to your process, you can help grow your company, reduce churn, and facilitate upsell. Sounds good, right?! 1. Two Ears, One Mouth.

Feedback 58

Feedback Roadmap Strategy Customers 58

Topdown

MARCH 31, 2017

Blake Morgan ( @BlakeMichelleM ), writing for Forbes, explains the need for scalable personalization capabilities in customer communications in “ This Is Why Your Customer Experience Feels Impersonal and Mechanical.” She notes that, though it’s easier and more cost-effective to provide the same customer experience to everyone, customers today demand tailored, on-demand products and experiences.

Communication 48

Communication Customers Customer Experience Brands 48

COPC

MARCH 31, 2017

Featured Event: May 22-25, 2017. CX17, Indianapolis, IN. Kathleen Jezierski, chief operating officer, COPC Inc., will be speaking at CX17, a Genesys-sponsored event that includes four days keynotes, breakouts sessions, networking events, and opportunities to talk with product experts, peers and thought leaders in the customer experience industry.

Customer Journeys 40

Customer Journeys Customer Experience Management Consumers Industry 40

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Communication

ShepHyken

MARCH 31, 2017

This week on our Friends on Friday guest blog post my colleague, Jeff Toister, explains why creating a customer service mantra is essential. When it comes to your customer service promise and vision, every member of your organization must be in alignment. – Shep Hyken. A customer service mantra is a powerful part of any service culture. It’s a statement that describes the type of service everyone in your organization should strive to provide.

Handbook 78

Handbook How To Culture Loyalty Programs 78

LiveChat

MARCH 31, 2017

Sales world can be completely overwhelming, especially if you’re making first steps in your sales career. Being a salesperson can surely be rewarding (especially when it comes to finances), but it also includes high accountability and responsibility for delivering on your numbers and goals. It means a lot of pressure and stress , especially if you don’t feel like you’ve mastered all sales skills.

Tips 45

Tips How To Sales Travel 45

CSM Magazine

MARCH 31, 2017

Successful online marketers already effectively use A/B testing to constantly improve the rate that visitors to a website undertake a desired action, whether that’s making a purchase, signing up for a subscription, signing up for an email newsletter or simply creating an account with a login and password. Now, that same trusted, rigorous scientific methodology can help companies make more money from the customers they already have.

System 40

System Advertising CRM Customers 40

Eptica

MARCH 31, 2017

Date: Friday, March 31, 2017 5 key findings on the state of UK retail customer experience. Published on: March 31, 2017. Author: Pauline Ashenden Digital transformation has radically disrupted the retail sector. Barriers to entry have dropped, competition has increased, and customer expectations continue to rise. The experience that retailers offer across digital channels is now crucial to winning and retaining customers.

Retail 48

Retail Customer Experience Social Media Self Service 48

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Tips

ForeSee

MARCH 31, 2017

The Canadian Real Estate Association (CREA) is one of Canada’s largest single-industry trade groups, with over 100,000 members including real estate brokers, agents, and salespeople. We sat down with CREA. The post VOC Leaders: How CREA leverages CX data to refine & improve customer journeys appeared first on ForeSee.

Customer Journeys 40

Customer Journeys Data Groups Industry 40