QuestionPro Audience
MARCH 9, 2018
Every year, thousands of young Americans flock to destination spots for a week of vacation during spring break. This year, 53% of millennials plan to travel for spring break. In the 90’s and 00’s, this typically meant a booze package in Florida or Mexico, but millennial consumers are veering away from the standard party vacation. We took a look at where they’re headed, and how much they’ll be spending.
Beyond Philosophy
MARCH 9, 2018
On our Intuitive Customer podcast , Professor Ryan Hamilton and I have been talking about the ways that customers are irrational in their decision making, often focusing on things that seem irrelevant. I came across an excellent example of this in a Scientific American article about men and the environment. We men, it seems, aren’t as good at being environmentally friendly as women are.
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Kerry Bodine
MARCH 9, 2018
I’ve been writing a series of posts about how to scale service design, based on my closing remarks at the 2017 Service Design Global Conference in Madrid. The first post of the series focused on technology , and the second on the ubiquity of contexts in which practitioners are now applying service design. In this third post, I’ll talk about the discipline’s need for coaching.
Customer Bliss
MARCH 9, 2018
Over the past 2 years, I’ve had the pleasure of interviewing numerous CCOs and CX leaders for my podcast, The Chief Customer Officer Human Duct Tape Show. I’ve noticed that within this collection of interviews, quite a few of my guests have represented the healthcare industry. This industry is so complex yet so important to our lives. Doctors, nurses, C-Suite leaders, and front-line staffers should always be thinking about how they can improve the patient and caregiver experience.
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.
ServiceDock
MARCH 9, 2018
We recently ran a customer experience (CX) focused AdWords campaign and it amazed us how many people were searching for something like "tactics to improve Net Promoter Score" or "how to increase NPS in a restaurant?”. The questions suggest there might be an issue with the mindset of the people conducting the searches because improving NPS is not the same thing as improving CX.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Second to None
MARCH 9, 2018
Customer expectations within the social media space are changing as the technology platforms become more integrated in society. Specifically, the ability to provide a high level of customer service can help improve the way that online consumers perceive your brand. People have a shorter attention span than ever before, and that is especially true online, so your social media customer service team needs to be able to respond quickly and appropriately to social media interactions.
Beyond Philosophy
MARCH 9, 2018
Diminishing Sensitivity is part of Prospect Theory. This refers to customer sensitivity to further changes based on where they have started. What are the implications for business, customer experience and designing and delivering experience? The post Why Do Customers Expectations Constantly Change? appeared first on.
CSM Magazine
MARCH 9, 2018
If you want to improve the customer service experience provided to your clients, there are multiple things you can do, including understanding your target market and their needs and wants better, providing more comprehensive information, and responding to queries more quickly. However, at the end of the day, the service your customers receive comes down to the team you have, and how happy and engaged they are.
UJET
MARCH 9, 2018
Next week, we'll be at the Gaylord in Kissimmee, FL for Enterprise Connect 2018! Stop by our booth (#2219) to talk with our team and learn how you can provide intuitive voice and chat support experiences to your customers across all their preferred connection points—over the phone, on your website, and right inside your mobile app.
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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.
Grupo Noa
MARCH 9, 2018
In today’s fast-paced environment, customers want excellent services round the clock. For any business firm, it could be both challenging and tough to live up to customer’s expectations without outsourcing its call center service. With robust technology and professional acumen, telecallers are likely to handle customer’s queries better than the company’s employees.
Oracle
MARCH 9, 2018
On International Women’s Day, the Oracle Women’s Leadership (OWL) New York/New Jersey chapter held a #PressforProgress themed event, featuring a networking session and panel discussion with local leaders Jennifer Ezring, Partner, Cahill Gordon & Reindel LLP; Chris Morgan, VP and GM, Moat; Bart Richards, AVP, Engineered Systems, Oracle; and Peggy Duvette, Senior Director, Social Impact, Oracle NetSuite.
Grupo Noa
MARCH 9, 2018
In today’s fast-paced environment, customers want excellent services round the clock. For any business firm, it could be both challenging and tough to live up to customer’s expectations without outsourcing its call center service. With robust technology and professional acumen, telecallers are likely to handle customer’s queries better than the company’s employees.
CSM Magazine
MARCH 9, 2018
There are many things which tend to annoy customers in a retail, or related setting, including rude or unavailable support staff, difficulty accessing stores in person, finding information online, prices which don’t offer value for money, and so on. However, something that can really be a detriment to your business because it frustrates customers is having lots of damaged or broken goods, and continually running out of the most sought-after stock.
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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.
LiveChat
MARCH 9, 2018
Wouldn’t it be great if you could sell on Instagram? As one of the fastest growing communities has rapidly grown to 800 million monthly users , the lucrativeness of using Instagram for eCommerce has increased as well. More and more companies opt for building their businesses on Instagram. Any proof needed? 80% of users follow at least one business on Instagram. 75% of Instagram users take action after visiting a post. 10x times higher engagement on Instagram than Facebook, 54 times higher than P
CSM Magazine
MARCH 9, 2018
For the first time in 14 years, the UK has topped the international Smile rankings. The UK scoried 94%, just ahead of Greece, Puerto Rico and Russia with 93%. The Smile report provides a summary of more than 1 million answers by customers to questions on B2C sales interactions with staff in 50 countries during 2017. The report is compiled by Better Business Worldwide from information supplied by mystery shopping providers around the world on frontline performance.
Verint
MARCH 9, 2018
Providing one-stop financial services to current and former members of the military and the Department of Defense and their families, Navy Federal Credit Union is the world's largest credit union with more than 7.5 million members, $90 billion in assets, and 17,000 employees. The company leveraged Verint Workforce Optimization to help automate staff planning and scheduling—in turn, enjoying savings in the millions of dollars by reducing overtime and excess staffing costs.
CSM Magazine
MARCH 9, 2018
Regardless of the ongoing changes being made to the energy and utilities market in recent years, a key conundrum faced by the industry is that they are still one of the worst sectors when it comes to delivering exceptional customer experiences. Other industries have set the bar high in regards to customers’ expectations when it comes to the service they receive.
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