Kerry Bodine

OCTOBER 20, 2016

This journey map for the Exploratorium , a science museum in San Francisco, is one of my favorites. That’s because the folks at the former design agency Adaptive Path (which was acquired by Capital One back in 2014) did a great job of highlighting two key things: 1) The entirety of the customer experience. It would be easy for Exploratorium management to focus exclusively on the museum experience—everything that happens within their physical walls, represented by the square box in the middle of

Customer Journeys 255

Customer Journeys Strategy Transportation Conference 255

InMoment XI

OCTOBER 20, 2016

MaritzCX and Forrester are partnering to make the Forrester Customer Experience Index (CX Index) pre-built survey templates across 17 industries accessible within the MaritzCX Platform. This partnership and integration is made in the name of arming businesses with easy access to the CX Index and giving them as much insight as they can possibly get.

Survey 0

Survey Industry Customer Experience Customers 0

Kayako

OCTOBER 20, 2016

There are hundreds of articles out there telling you how to write a better help center article. They’ll give you a lot of really great advice on writing clearly and succinctly. They’ll tell you how to keep your audience in mind, and how to keep them engaged. They’ll talk about article organization, tone, and format. What they won’t tell you, though, is that good writing is only half the battle.

Self Service 177

Self Service Guidelines Knowledge Base System 177

InMoment XI

OCTOBER 20, 2016

MaritzCX and Forrester are partnering to make the Forrester Customer Experience Index (CX Index) pre-built survey templates across 17 industries accessible within the MaritzCX Platform. This partnership and integration is made in the name of arming businesses with easy access to the CX Index and giving them as much insight as they can possibly get. View Article.

Survey 200

Survey Industry Customer Experience Customers 200

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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.

Customers

Customer Bliss

OCTOBER 20, 2016

Double talk. It can feel like it’s everywhere sometimes. Let me be a little bit blunt to open this post, although I think many of you may have experienced this at least once. In short? Customer culture is talked about by many leaders, but ultimately misunderstood by most organizations. Let’s do a quick example. We know many companies have “core values,” for example — and while often some of the top people try to live by them, oftentimes they feel like a list of word

Strategy 132

Strategy Leadership Culture Company 132

Kerry Bodine

OCTOBER 20, 2016

This journey map for the Exploratorium , a science museum in San Francisco, is one of my favorites. That’s because the folks at the former design agency Adaptive Path (which was acquired by Capital One back in 2014) did a great job of highlighting two key things: 1) The entirety of the customer experience. It would be easy for Exploratorium management to focus exclusively on the museum experience—everything that happens within their physical walls, represented by the square box in the middle of

Customer Journeys 120

Customer Journeys Strategy Transportation Conference 120

Heart of the Customer

OCTOBER 20, 2016

Customer empathy is absolutely critical to a company-focused culture. Without empathy, employees focus on their own problems, rather than your customers’. They build overly-complex products based on what they want to buy, rather than starting with customer needs. And they certainly don’t understand the emotional context of your customers. Both Forrester and the Temkin Group […].

Culture 116

Culture Groups Customers Company 116

Bold360

OCTOBER 20, 2016

Whether you noticed that checkered flag waving or not, you’re part of a race. Attracting customers, keeping their attention, and providing the right product or service for their needs are all markers on the race track of a successful business. But if you think there’s a victory lap and a raised trophy in the near future, you’re falling into a common trap.

Self Service 85

Self Service e-support Multi-Channel Poor Customer Service 85

Customer Enthusiast

OCTOBER 20, 2016

I recently received a review copy of The American Retail Value Proposition: Crafting Unique Experiences At Compelling Prices by Kyle B. Murray. Among other things, the author presents the RFM (recency, frequency, monetary spend) model for determining customer value. Mr. Murray writes: “(O)ne of the best ways to predict future behavior is to look at past behavior.

Loyalty Programs 68

Loyalty Programs Retail Customers Loyalty 68

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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.

Communication

Avaya

OCTOBER 20, 2016

Marilyn Shuck serves as a Director on the IAUG Board, president of the Puget Sound Avaya Users Group, and as a UC Engineer at the University of Washington. The combination of the Avaya Technology Forum (ATF) and the International Avaya Users Group (IAUG) flagship event, Avaya ENGAGE, is generating a lot of buzz. As IAUG members, it’s exciting for us because we’ll be there as Avaya is announcing new products and have better access to Avaya.

Groups 67

Groups Conference Travel Engagement 67

ForeSee

OCTOBER 20, 2016

The holiday shopping season is upon us, and for retailers this is one of the biggest times of the year — with up to 30 percent of annual sales accounted. The post Winter shopping best practices: What retailers should know about the holidays appeared first on ForeSee.

Retail 59

Retail Sales Customer Journeys Data 59

Helen Dewdney

OCTOBER 20, 2016

Press release. Today (20th October) is Conflict Resolution Day. Created in 2005 by the Association for Conflict Resolution 1. It is now an annual celebration aimed at increasing awareness of the various peaceful, non-violent methods of dispute resolution (ADR) available to traders and consumers. Helen Dewdney, The Complaining Cow blogger and author of How to Complain: The Essential Guide to Getting Refunds, Redress and Results!

Retail 58

Retail Consumers Report Financial 58

Promoter.io

OCTOBER 20, 2016

If you’ve read, “The Anatomy of a Passive Customer” or my most recent post describing what’s a “good” Net Promoter Score, you’ll know that I don’t hide the fact that I’m a fanboy of Southwest Airlines. I will go out of my way to endorse and recommend them to anyone that asks (or doesn’t ask), just […].

Infographics 56

Infographics Net Promoter Score Airlines Customers 56

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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,

Tips

LiveChat

OCTOBER 20, 2016

Content converts. Good content converts better. Content creation is key in moving your customer from interest to taking a desired action. When you are successful in getting a potential lead to your landing page, it is the content on that page that will eventually determine whether the lead will convert. As much as 96% of visitors on your site are not there to buy.

Strategy 49

Strategy Social Media Survey Groups 49

Avaya

OCTOBER 20, 2016

Welcome to the fourth in my series of videos addressing some of the more advanced Avaya Breeze ™ techniques. In Part One I showed you how to catch and process errors inside a Breeze Snap-in. In Part Two I addressed Breeze Connectors. In Part Three I added multimodal communications and parallel gateways. Here in Part four, I show you how to add JavaScript functions to Breeze expressions and data processing.

Engagement 48

Engagement Video Communication System 48

Talkdesk

OCTOBER 20, 2016

In today’s competitive professional marketplace, company culture is often the dividing line between keeping rock star employees or losing them to competitors. Some roles are particularly important to foster a positive company culture, and customer service agents in your call center are one of these critical roles. Your call center is the front line of your business and often the only people who will interact with paying customers.

Call Center 40

Call Center Culture First Call Resolution Groups 40

Qualtrics

OCTOBER 20, 2016

You already offer a great service at a great price, but that may not be enough to keep your customers coming back for more, or motivate them to tell friends and family about your business. If you want to reap the full value of a customer, give them a memorable customer experience—one that goes beyond a simple exchange of value. Why Customer Experiences Are So Important.

Customer Experience 40

Customer Experience Customers Examples Consulting 40

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.

Retail

Daniel Group

OCTOBER 20, 2016

Believe it or not, your non-customer facing employees, from Sales, Support to Finance, to Legal, are the foundation on which great customer experiences are built. Yet, too often, organizations don’t realize this, or they forget the importance of the support team. Read More. The post Unsung Heroes of the Customer Experience: Your Back Office appeared first on The Daniel Group.

Customer Experience 40

Customer Experience Sales Groups Customers 40

Brad Cleveland Blog

OCTOBER 20, 2016

Over the past decade, ICMI has studied, codified and periodically published a summary of the most important principles behind building strong, profitable customer relationships. Lately, I’ve been asked, are these principles less important? Have evolving customer expectations, social communities, new … Continue reading → The post The 12 Principles for Building Profitable Customer Relationships appeared first on Brad Cleveland.

Customer relationships 26

Customer relationships Study Customer Expectations Customers 26

Michelli Experience

OCTOBER 20, 2016

Infographics 176

Infographics Customer Engagement Loyalty Engagement 176

Brad Cleveland Blog

OCTOBER 20, 2016

Over the past decade, ICMI has studied, codified and periodically published a summary of the most important principles behind building strong, profitable customer relationships. Lately, I’ve been asked, are these principles less important? Have evolving customer expectations, social communities, new channels and other developments changed the fundamentals?

Customer relationships 20

Customer relationships Study Customer Expectations Customers 20

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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.

Training

Brad Cleveland Blog

OCTOBER 20, 2016

Over the past decade, ICMI has studied, codified and periodically published a summary of the most important principles behind building strong, profitable customer relationships. Lately, I’ve been asked, are these principles less important? Have evolving customer expectations, social communities, new channels and other developments changed the fundamentals?

Customer relationships 20

Customer relationships Study Customer Expectations Customers 20