InMoment XI
JULY 17, 2017
According to Gartner’s research, nearly nine out of ten executives expect customer experience to be a key differentiator with today’s demanding customers. Yet a critical link — engaged employees — is often overlooked. A recent Temkin Group study revealed that CX leaders have 50% more engaged employees than laggards. Your front-line staff are the face.
Alida
JULY 17, 2017
On July 13 2017, over two hundred Vision Critical customers, insights, marketing and CX professionals gathered in Sydney for the Asia Pacific Customer Intelligence Summit, Vision Critical’s 7th annual customer summit. Throughout the day, one clear theme emerged: shared value. Creating shared value is essential for developing an authentic brand and truly connecting with customers.
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InMoment XI
JULY 17, 2017
According to Gartner’s research, nearly nine out of ten executives expect customer experience to be a key differentiator with today’s demanding customers. Yet a critical link — engaged employees — is often overlooked. A recent Temkin Group study revealed that CX leaders have 50% more engaged employees than laggards. Your front-line staff are the face.
Experience Matters
JULY 17, 2017
In this post, I examine the 2017 Temkin Effort Ratings for the U.S. and UK, which is one of the components of the overall Temkin Experience Ratings, the openly available standard for CX metrics. In January 2017, we surveyed 10,000 Read More.
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.
Beyond Philosophy
JULY 17, 2017
In our customer experience consultancy, we spend a lot of time educating people about the components of a great customer experience. Some companies get it and they’re creating an emotional connection that brings them loyal fans. But many others look to technology. If customers just had a gadget that could do more or electronic kiosks they could play with in the store, or a virtual reality app – well, then the customer experience would be great.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Wired and Dangerous
JULY 17, 2017
jameschipper / 123RF Stock Photo " alt="Does Your Customer Journey include Happy Processes? post image" />. What is a service process? A service process can be defined from two perspectives. From the inside looking out, it is a collection of procedures and practices that govern a complete operation. Bottom line, it is the means that organizations use to deliver service to customers as they journey across your organization.
Peter Lavers
JULY 17, 2017
This blog coincides with the 10 th anniversary of the first signs of the Credit Crunch, which has impacted and continues to affect all our lives. Readers in their mid-thirties and under may not have experienced anything in their professional lives that hasn’t had an ‘austerity’ cloud hanging over it, and I’m sure that a lot will be written in the coming days, weeks, and months to mark the sad occasion.
CSM Magazine
JULY 17, 2017
At the heart of every business is a great customer service team, always striving to deliver an exceptional service to their clients with the goal of turning a first-time customer experience into repeat business. Richard Branson truly is the face of customer service. He believes that if you keep your employees happy, they will, in turn, take care of your customers.
Up Your Service
JULY 17, 2017
Service education leads to creative thinking and practical action. This action produces new and greater service value. What happens in effective service education? 1. A new understanding of service value. Service education shifts a person’s point of view and enables her. to truly see the world from the customer’s perspective. This is. achieved by applying fundamental service principles to observe. and appreciate the customer’s experience from an outside-in perspective.
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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.
Genroe
JULY 17, 2017
After spending 15 minutes on the phone to my bank the nice lady asks me if I would hold on after she hangs up to take a short survey. Sure what’s one more survey to someone who lives them 24/7! After a couple of prompted button pushes to enter scores I get the chance to provide […]. The post Post Call IVR Surveys: Even More Popular But Not That Useful appeared first on Genroe.
Up Your Service
JULY 17, 2017
This blog post assumes that YOU, as a leader, understand the importance of building a service culture and your role in making it happen. If you are not sure, I strongly suggest you read this and this first. Businesses and communities for years have developed countless theories and ‘best practices’ to either Get Employees Who Care (Service Recruitment – Building Block #3) or to Get Employees To Care (Rewards and Recognition – Building Block #5).
Magellan Solutions
JULY 17, 2017
Every day, more and more business owners are turning to outsourcing as a way to increase their focus on their core competencies, efficiency, and productivity. One of the many services that give business owners these benefits is a phone answering service with the help of a virtual assistant. Outsourcing your phone answering service to a virtual assistant from the Philippines offers many attractive benefits, such as lower operational costs, more scalability, and higher ROI.
Think Customers
JULY 17, 2017
This article appeared originally in Customer Strategist. Consumers exist in a marketplace that has evolved into a digital landscape of effortless online orders and virtual storefronts. Often lost in the evolution are the physical and sensory elements of the shopping experience. Customers reach out to brands knowing what they want and expecting nothing apart from the exact product.
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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.
Quadient
JULY 17, 2017
Five CXOs share their biggest challenges and how they overcame them. p.deluca. Mon, 07/17/2017 - 23:00. As the CXO or customer experience executive in your organization, you are essentially the “change agent”. Ultimately your job is to drive change within the company i.e. culture change, customer experience change, and more. Regardless if you’re new to the role and the organization or simply new to the role, you’re going to encounter challenges along the way.
Stella Connect
JULY 17, 2017
Three years ago, Lane Bryant’s contact center was something it “hid somewhere in a financial spreadsheet.” Like so many other brands’ customer service operations, it was simply a cost of doing business. Fielding contacts (some 850,000 per year) left agents weary. Churn was predictably high: in a typical training class, only half stuck around long enough to make it to the contact center floor.
Customer Alignment
JULY 17, 2017
This week we experienced a frustrating and painful customer experience with a hire car company in Spain. It’s a small, lesser known company owned by one of the big, well known players. We booked it online because it had the car we wanted, when we wanted it, for a reasonable price and available to collect at the airport terminal on arrival (so no waiting to be transported to a rental hub when you just want to quickly get to your final destination).
Customer Enthusiast
JULY 17, 2017
Last Friday, Alfred Angelo bridal retail stores filed for chapter 7 bankruptcy protection and abruptly closed its retail stores leaving throngs of brides in the lurch – most of whom had either paid in full or left a deposit. While there was internal communication to its stores (to shutter), there was no information provided to concerned customers via the company website or social media channels and calls to corporate headquarters by media outlets were not immediately returned.
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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,
ShepHyken
JULY 17, 2017
Each week I read a number of customer service and experience articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. How Enterprise Chatbots Platforms Will Change Customer Service by Murray Newlands. (Business2Community) The key to good customer care is making your customer’s experience with your brand seamless, easy, and great.
Verint
JULY 17, 2017
In part one of this blog series we asked if now is the time for departments and agencies, who may have been pursuing their own intelligent service projects, to come back together to achieve the 1 + 1 = 3 effect of collective action? After all, street lamps that report themselves when they fail are becoming more widespread—reducing the cost and time needed to keep streets well-lit and producing corresponding benefits for traffic and public safety.
ReviewTrackers
JULY 17, 2017
These days, it’s hard to imagine how we ever got along without smartphones. Calculators, road maps, databases, photo albums, and even credit cards can all live in a single space the size of our hand. And since we can access all of those things — and more — with a few swift taps, it’s no wonder that every aspect of the customer experience has merged onto the heavily traveled mobile highway.
OpinionLab
JULY 17, 2017
You’ve scored big with C-level buy-in and you’re starting to engage the frontlines. Here are three strategies for ensuring middle managers are CX advocates, too. Some frontline employees are CX naturals. They have an intrinsic understanding of what it means to be customer-centric in the work they do. Far more common are the employees who need support from their supervisors and managers when it comes to putting their daily tasks in the context of enterprise-wide CX strategies.
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
JULY 17, 2017
Recently, Confirmit and Women in Research (Wire) joined forces to help Market Researchers take advantage of innovations in data visualization, reporting, and storytelling to positively impact the bottom line at our New York City Marker Research Lunch and Learn. I was the event’s first speaker, discussing a topic about which we Product Marketing people are very passionate – storytelling.
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