Experience Investigators by 360Connext
DECEMBER 1, 2016
Hawaiians have a reputation for delivering stellar customer service. They seem to always maintain a genuinely warm and friendly manner when dealing with their clients, making it virtually impossible to feel dissatisfied even after experiencing some sort of service failure. The secret may be that they have a sunny outlook on life that comes from living […].
InMoment XI
DECEMBER 1, 2016
I’ve been in CX consulting over 20 years and what is interesting is that even with all the technological advances, many organizations struggle to tell a good story with their customer feedback. Part of the challenge is the magnitude of customer feedback available to organizations and drinking from the proverbial CX fire hose. The other. View Article.
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Customer Bliss
DECEMBER 1, 2016
It’s been a busy 2016. Here we are, finally, at the last month of the year. I know most of you have already started 2017 strategy planning (or finished it), but I wanted to put together a bunch of customer experience improvement program assets in one place. You can clip and save this post to review during the holidays and get ready for 2017. It’s a series of competencies I’ve worked on over my career and within the past year.
InMoment XI
DECEMBER 1, 2016
I’ve been in CX consulting over 20 years and what is interesting is that even with all the technological advances, many organizations struggle to tell a good story with their customer feedback. Part of the challenge is the magnitude of customer feedback available to organizations and drinking from the proverbial CX fire hose. The other.
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Alida
DECEMBER 1, 2016
If banks weren’t already feeling the pressure from financial technology (fintech) startups, they should be now: Fintech companies are officially mainstream. A report conducted by the tech company LinkedIn, the advisory firm Capgemini and the non-profit Efma found that half of banking customers around the world now use at least one product or service from a fintech firm.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
QuestionPro Audience
DECEMBER 1, 2016
How Millennials are Travelling. Millennials are constantly expressing their interests on social media channels, and travel is not excluded from the trending topics identified by “hashtag goals.” This desire to travel is not only represented by the stream of photos on their Instagram feeds, but also in their approach to life. This can be seen in the array of benefits that millennials are requesting from their employers that deviate from the normal 401K offerings.
Bold360
DECEMBER 1, 2016
Customer experience (CX) software helps companies gain valuable insight into their audience’s mindset to tailor products, services, and support to customers’ needs and expectations. CX software aids companies in offering more personalized experiences and more accessible customer service through self-service functionality and rich support portals that grow and evolve with the business to adapt readily to customers’ needs, helps to reduce lengthy wait times when customers contact call centers, and
Promoter.io
DECEMBER 1, 2016
“Your chances of building a giant company are much higher when you have a product that spreads by word-of-mouth.” – Sam Altman, Before You Grow Last week, Sam Altman, President of the famed technology startup accelerator Y Combinator, opined on the importance of creating a product (or service) that customers love before spending your efforts […].
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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
Provide Support
DECEMBER 1, 2016
Why to Apply Servant Leadership in Customer Service. The business age we live and work in today is often called the Age of the Customer which means that shifting the focus on the customer now matters more than any other single factor like product innovation and technology racing. No surprise, these days we often hear that customer experience is the new competitive battlefield.
Kate Nasser
DECEMBER 1, 2016
Balancing self-care & care for others is People Skills global Twitter chat topic SUN. Dec, 4th. JOIN Kate Nasser, The People Skills Coach™, co-host Liz King & global community 10amET/3pmGMT. The post JOIN People Skills Chat Dec. 4: Balancing Self-Care & Care for Others appeared first on KateNasser.com.
Avaya
DECEMBER 1, 2016
According to the Wall Street Journal, 2016 Thanksgiving and Black Friday sales have already accounted for more than $3 Billion in “desktop spending”—aka, e-commerce. While many of these purchases are simply one click and a check off of gift lists, the customer probably made several decisions well before the submit-order button was activated. Whereas item and price have been the primary drivers of purchasing decisions, the customer experience is increasingly the new battleground.
COPC
DECEMBER 1, 2016
Learn about the Customer Experience in Travel and Hospitality. COPC Inc. and Execs In The Know have teamed up to produce CXMB Industry Insights, a new line of industry-focused consumer research reports. This survey program is an extension of the Customer Experience Management Benchmark (CXMB) Series. Register Now! Webinar on Tues., Dec. 6, at 12 pm central.
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Avaya
DECEMBER 1, 2016
Today’s business environment is a competitive and dynamic landscape that necessitates innovation in communications and collaboration. Technology solutions are more than mere infrastructure investments, they are business success enablers. This has led to a major transformation in customer buying patterns. Customers have changed how they approach, purchase, and deploy ICT—information and communications technology–and we’ve changed how we sell to customers.
Customer Interactions
DECEMBER 1, 2016
This is probably our last #CMO Perspectives for 2017, and we are delighted to share with you some great pieces that every customer experience and customer service centric CMO should read. Including; Jay Baer on why social customer service is critical; Michael Brenner for Digitlistmag.com on the ‘publish or perish’ attitude to content marketing; Sandra Peterson for Absolutdata on making analytics your secret weapon; 12 things your customers wish you knew about them, an infographic published by My
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