InMoment XI
JUNE 30, 2016
Following my four years leading the CX practice for, arguably, the best airline in the Americas, JetBlue, the transition to the “provider” side of things since last May has been very interesting. My experience has provided a unique perspective into the various levels of CX maturity in organizations across many different industries. It has also. View Article.
Experience Investigators by 360Connext
JUNE 30, 2016
The following is a Best of 360Connext post Brains are fascinating. The very thing that allows me to write this blog is both an abstract idea to me and a very concrete part of my anatomy. They are simple muscles in one regard and totally complex, almost spiritual, machines in another. The more we learn about […]. The post Changing Customer Behavior: Your Brain Loves a Story appeared first on Customer Experience Consulting.
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InMoment XI
JUNE 30, 2016
Following my four years leading the CX practice for, arguably, the best airline in the Americas, JetBlue, the transition to the “provider” side of things since last May has been very interesting. My experience has provided a unique perspective into the various levels of CX maturity in organizations across many different industries. It has also.
Kayako
JUNE 30, 2016
This is a guest post by Lindsay Willott, founder of Customer Thermometer. I recently read the unputdownable The Hard Thing About Hard Things by Ben Horowitz, famed founder of tech VC Andreessen Horowitz. In one chapter Ben describes how, during his time at Netscape, he became frustrated with his product managers. So he created a document called “Good Product Manager, Bad Product Manager” which crisply laid out the behaviours of good product managers, and juxtaposed those with the behaviours of
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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.
InMoment XI
JUNE 30, 2016
Following my four years leading the CX practice for, arguably, the best airline in the Americas, JetBlue, the transition to the “provider” side of things since last May has been very interesting. My experience has provided a unique perspective into the various levels of CX maturity in organizations across many different industries. It has also.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Customer Bliss
JUNE 30, 2016
I’ve been doing customer experience strategy and customer-facing, customers-as-growth-engines work for north of 30 years now. I’d never claim in reality that you can ‘hack’ the system in 17 seconds. The work is hard and demanding. I named my podcast The Chief Customer Officer Human Duct Tape Show for just that reason: in this work, you’re typically the ‘duct tape’ of your organization.
Comm100
JUNE 30, 2016
Time and time again, we see evidence that great customer service experiences are critical in maintaining customer loyalty and satisfaction. According to research conducted in 2015 by Aspect Cloud Solutions , 76% of respondents see “customer service as a ‘true test’ of how much a company values them.” And customer service training is vital to maintaining excellent customer relations.
NICE inContact
JUNE 30, 2016
Speech Analytics allows customer support organizations to analyze audio of customer interactions for mentions of keywords or phrases, call themes, as well as the sentiment and emotions of callers. In the past, organizations have relied on humans (i.e., agents and employees) to listen and score calls and conduct this type of analysis. The highly manual nature of this process has meant the scope has been limited to small samples of overall call volume.
Calabrio
JUNE 30, 2016
We think about analytics frequently at Calabrio. We think about how to improve the use of data, how best to implement analytics strategies, and how to make that data work in meaningful ways for businesses like yours. It’s not just because we’re data lovers (we are!), it’s because we know analytics is the key to unlocking what’s been so close yet so out of reach for so long—the voice of the customer.
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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.
OpinionLab
JUNE 30, 2016
At Opinionlab, we are proud to employ some of the best technology professionals in the Midwest. Attracting this sort of talent involves supporting the communities that form around the most exciting technologies — technologies that allow us to provide the very best in innovative products for our clients. As an example of this, OpinionLab recently hosted the Clojure Meetup in Chicago.
Influitive
JUNE 30, 2016
Marketers are busy people. That’s why the thought of managing another program or piece of technology every day sounds about as appealing as the next Justice League movie. You’ve got growth targets to hit, right? You don’t have time to delight your customers with something like an advocate community. (Isn’t that someone else’s job anyway?). The post Why Every Company Has Time For Customer Advocacy (And Where To Find It) appeared first on Influitive.
ForeSee
JUNE 30, 2016
A customer buys from you online, the item gets delivered, and (as far as you know) everything went to plan. Yet, that same customer never returns to buy again. Sound. The post The Problem With Dropshipping: CX Consistency appeared first on ForeSee.
Promoter.io
JUNE 30, 2016
This week we posted a story on Inbound.org and was asked a question we hear quite often: “I currently send out NPS surveys to our customer database once every 6 months because I feel like anything more would get annoying. Have you seen that to be the case or are you confident that once a […]. The post The Definitive Guide on When to Survey Your Customers (Introducing Custom Scheduling) appeared first on Promoter.io Blog.
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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,
InteractionMetrics
JUNE 30, 2016
Every company has its own take on customer experience—what are your goals? Perhaps you’re looking to stage the customer experience to strengthen customer loyalty and retention. Or, maybe you need more proactive customer service to increase First Call Resolution (FCR). Sometimes, customer surveys paint a rosy picture, but your sales numbers tell a different story—and you need to know what’s slipping under the radar.
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