InMoment XI
FEBRUARY 1, 2018
I sat there in my chair chuckling to myself as my 16-year-old daughter sighed, grumbled, and rolled her eyes continually. She had now been on hold for two whole minutes with the company that she had bought her newest shoes from. One minute later, she FINALLY gets to talk to someone. They resolve her issues. View Article.
CloudCherry
FEBRUARY 1, 2018
The modern-day banking customer has evolved over the years. The dawn of the Digital Age has not only made it easier for customers to engage with banking institutions but also given them more choices. Customers are also more aware today. They’re looking for unique and delightful experiences. Experiences that make them want to keep going back to the same company.
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InMoment XI
FEBRUARY 1, 2018
I sat there in my chair chuckling to myself as my 16-year-old daughter sighed, grumbled, and rolled her eyes continually. She had now been on hold for two whole minutes with the company that she had bought her newest shoes from. One minute later, she FINALLY gets to talk to someone. They resolve her issues. View Article.
Heart of the Customer
FEBRUARY 1, 2018
A common concern I see among CX pros is a concern over customers who are making “bad” choices. Customers who aren’t making the best use of the company’s products or services. This problem exists across industries, both B2B and B2C. Some examples include: Business customers who underutilize their purchased software; Patients who don’t follow a […].
Speaker: Jason Cottrell and Brian Walker
Brands used to look for a commerce platform that could do everything. But over time, one vendor was no longer enough to meet a brand’s needs, so they added, and added, and added— and now it's essential that these vendors work well together. That’s composable, and it’s important to get it right. Customers and your board expect you to be in new channels and to adapt quickly to market change.
UJET
FEBRUARY 1, 2018
A solid customer engagement strategy, when done well, increases reputation, customer satisfaction, and loyalty. After years in search of the perfect formula for building and maintaining successful customer relationships, we've uncovered a winning combination.
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 1, 2018
Didn’t it feel like just yesterday that you came back from the holidays? One minute you’re sitting down planning your projects for the year ahead, next thing you know, it’s already February!
Promoter.io
FEBRUARY 1, 2018
I’m a sucker when it comes to clever branding. As a marketer, it really doesn’t get much better than seeing a company that’s willing to take a bit of risk by using humor and creativity to stand out. That may seem like a simple thing that most any company would be willing to do, but […]. The post Who Gives a Crap – A Net Promoter Story appeared first on Promoter.io Blog.
CSM Magazine
FEBRUARY 1, 2018
Bolstra has announced the results of a recent survey, “2018 Customer Success Team Maturity”. The survey includes findings from a sample of customer success teams across industries about their current states. Most notably, of customer success teams surveyed, more than 60 percent of respondents said they wouldn’t know about a critical customer issue until days after it happened, a customer brings it to their attention, or until the customer canceled.
Magellan Solutions
FEBRUARY 1, 2018
What is the best way to attract new clients? In the legal industry — and perhaps in any other industry — offering high quality services for a much cheaper price is a guaranteed method of stimulating market reach. But in a field where competency is crucial, legal firms and other business entities often have difficulty meeting that particular demand due to the skyrocketing rates of legal professionals.
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.
Conifer Research
FEBRUARY 1, 2018
The 5E model is a framework for breaking down the full user experience with a product or service. These models help us move beyond simple engagement moments to understand why and how users enter into an experience and what they carry forward with them at the end.
CXApp
FEBRUARY 1, 2018
The idea of a prosumer, or the prosumer effect has been around for a long time now. To ensure we’re on the same page, we’ll cover the basics real quick. A prosumer is a person or individual that both consumes and produces media, content, or even goods. Think of them as a consumer that has a direct impact on the market, regarding both consumption and development; they are both a producer and a consumer.
Gold Research
FEBRUARY 1, 2018
Customer journey mapping is a new method that is quickly gaining traction in the marketing industry. Journey mapping provides the means for businesses to understand customer behavior.
CXApp
FEBRUARY 1, 2018
The idea of a prosumer, or the prosumer effect has been around for a long time now. To ensure we’re on the same page, we’ll cover the basics real quick. A prosumer is a person or individual that both consumes and produces media, content, or even goods. Think of them as a consumer that has a direct impact on the market, regarding both consumption and development; they are both a producer and a consumer.
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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.
Gold Research
FEBRUARY 1, 2018
Customer Journey Mapping is an innovative approach that leads to understanding customer insights, by “mapping” customer behavior, from brand awareness to initial consideration and purchase, through product usage and repurchase/referral.
CXApp
FEBRUARY 1, 2018
The idea of a prosumer, or the prosumer effect has been around for a long time now. To ensure we’re on the same page, we’ll cover the basics real quick. A prosumer is a person or individual that both consumes and produces media, content, or even goods. Think of them as a consumer that has a direct impact on the market, regarding both consumption and development; they are both a producer and a consumer.
Waypoint Group
FEBRUARY 1, 2018
If your company sells products and services to other businesses (B2B), are you confident that your customer engagement process is utilizing an effective B2B approach? Many companies make the mistake of relying on their own experiences as consumers to implement “survey” programs in their businesses. But B2B is a completely different structure than B2C, and you’re most certainly missing out […].
CSM Magazine
FEBRUARY 1, 2018
Temkin Group has announced that it is accepting nominations for its sixth annual Customer Experience Vendor Excellence (CxVE) Awards. The CxVE Awards recognizes companies—including consultants and technology vendors—that provide products and services that help companies improve the customer experience they deliver. Nominations are accepted from anywhere in the world.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
Oracle
FEBRUARY 1, 2018
? ? ?. Episode 17 of Experience This! – a customer experience podcast series – is now available. Listen here. Episode 17 summary: Why customer experience is an accumulating asset, how going above and beyond translates into word-of-mouth marketing, and why employee empowerment is key. Get more episodes of Experience This! at smartercx.com/experience-this.
Helen Dewdney
FEBRUARY 1, 2018
Transport Focus announced today that their latest National Rail Passenger Survey showed that only a third were happy with their last journey. Anthony Smith, chief executive of Transport Focus, said: “For passengers, it’s all about performance – these value for money scores reflect patchy reliability. In London and the South East, Southern, Thameslink and Southeastern passengers have felt performance pick up.
CX University
FEBRUARY 1, 2018
In today’s economy, there are two things that you must do. You must deliver a customer experience (CX) that is uniquely differentiated AND you must successfully execute a digital transformation. When digital transformation and a CX focus are intertwined, the combination leads to disruption. . A select set of organizations know this to be so important that instead of undertaking the daunting task of trying to convert their legacy organization, they go and launch a brand-new organization.
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