Beyond Philosophy
MAY 12, 2016
Emotions affect our behavior, more than many of us like to admit. With so much riding on our behavior in a consumer economy, understanding these emotions and how they influence consumer behavior is a key to increasing customer loyalty and retention in our highly competitive market. One emotion customers feel that no one can afford to ignore in their Customer Experience is worry.
CX Journey
MAY 12, 2016
Do you know the difference between empathy and sympathy? And when to use one over the other? Have you been using the terms - and the feelings - correctly? There's definitely a difference between the two, and I'll provide examples to call out when to use one over the other. Or even when to use them together, which is often the case, but not always. I'll start with some definitions, as I often do.
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transcosmos Information Systems
MAY 12, 2016
Due to limited resources, availability, and lack of applicants that meet particular qualifications, service desks managers and leaders alike have difficulties finding the right members to add to their team. Developing and improving the IT Service Desk team requires not only technical skills but people skills as well that will make the organization competent and confident in providing necessary IT support and solutions to its users.
PeopleMetrics
MAY 12, 2016
Maybe it’s an attentional bias on my part, but I've noticed a trend of insulting restaurant workers in the news. I’m talking about this type of report from The Washington Post , in which servers leave grammatically inept insults like “im a plad a ” on receipts. Suffice it to say, insult-laden receipts aren’t among our customer experience best practices.
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Heart of the Customer
MAY 12, 2016
Guest post by Mark Johnson Since the arrival of the digital age, there have been some major changes between the way banks and their customers interact. The advent of new technology and innovations in the financial industry has brought about an increasingly competitive landscape, with customers these days expecting to be rewarded for their loyalty. […].
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Influitive
MAY 12, 2016
Today’s empowered customers expect the interactions they have with your sales and marketing teams to be highly personalized and relevant—which can make striking up valuable conversations with prospects challenging. That’s one reason why account-based marketing has become a popular strategy in recent years. Although not a new approach, ABM has been given a shot in the arm with the rise of marketing automation—and marketers are taking note.
Think Customers
MAY 12, 2016
There's no ignoring the digital tidal wave of data that's upon us. Every day, consumers create more and more digital breadcrumbs for marketers to sift through, parse, and act on. The data universe will only continue to expand, with digital producing 40,000 exabytes by 2020, according to IDC.
Strativity
MAY 12, 2016
Customer experience does not need another dashboard and more customer voice. What it needs are leaders with the courage to act on customer feedback to create a real difference in the marketplace. During the past two years, it seems that the customer experience industry has been taken over by technology. It seems as though we are bound to repeat the CRM industry mistake of putting the cart before the horse and rushing to implement technology without the strategic and operational context for succe
Kate Nasser
MAY 12, 2016
Decision & indecision can create discord between people at work & in life. JOIN The People Skills Coach™ & community for #PeopleSkills global Twitter chat May 15, 10amEDT/2pmGMT to share your views and learn new perspectives. The post Decision & Indecision: JOIN #PeopleSkills Chat May 15th appeared first on KateNasser.com.
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Strativity
MAY 12, 2016
During the past two years, it seems that the customer experience industry has been taken over by technology. It seems as though we are bound to repeat the CRM industry mistake of putting the cart before the horse and rushing to implement technology without the strategic and operational context for success. At its height, CRM showed 50 percent failure rate.
Customer Interactions
MAY 12, 2016
We’ve Got Excellent Grease When customers tell their stories, it would seem they’re more inclined to share the troubling ones than the happy ones. Perhaps quality service is simply expected, and only the aberrations are newsworthy.
Forrester's Customer Insights
MAY 12, 2016
As a customer insights / analytics / digital measurement pro, do you experience any of these challenges? And what can you do right now to make progress with them? Read more Categories: #big data. Analytics. communications. digital.
Brad Cleveland Blog
MAY 12, 2016
The post Leaders Need to Spend Time on the Frontline appeared first on Brad Cleveland.
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Kayako
MAY 12, 2016
It might surprise you to know that there are two regular podcasts dedicated to nothing but customer support. With one of those having 100+ episodes, how much more could there possibly be to say about customer support? A lot, it turns out. Much like the early days of B2B “inbound” marketing, customer support didn’t really exist ten years ago. It isn’t taught in schools, and nobody’s mother encouraged them to pursue it as a career.
Talkdesk
MAY 12, 2016
In less than a week, Opentalk 2016 will be upon us! It promises expansive content from innovators in the field of customer experience and an immersive attendee experience. Talkdesk’s summit on customer communication is not to be missed! In the days leading up to the big event, some of our attendees may find themselves kicking around the City by the Bay for the first time.
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.
Customer Bliss
MAY 12, 2016
When I was first thinking about working on a post about KPIs and experience reliability, some of my digital marketing and SEO friends recommended I call it “research-backed KPIs for customer satisfaction.” I actually didn’t want ‘customer satisfaction’ in the title or concept. Why? Because often with organizations, ‘customer satisfaction’ is about survey scores and not about operational performance.
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