Alida

AUGUST 8, 2016

The following is an excerpt from Winning the Research Revolution , an e-book exploring how technological changes pose both a threat and an opportunity for the world of research. Get your copy of the e-book and catch Ray Poynter’s presentations at the 2016 Customer Intelligence Summit to learn more. In my upcoming presentations at the 2016 Customer Intelligence Summit in Chicago and London , I’ll be sharing actionable tactics on how to thrive as a modern market researcher.

Marketing 149

Marketing Customer Centricity Innovation Social Media 149

Beyond Philosophy

AUGUST 8, 2016

Right now, people from all over the world are leaving their schedules, their responsibilities, and their diets at home and getting away for much-needed rest. If they show up at your registration desk/exit row/car counter/hostess stand, how are you going to be deliberate about creating a great moment in their Customer Experience? Or will you be too busy to anticipate their needs?

Hotels 90

Hotels Entertainment Consulting Airlines 90

Wired and Dangerous

AUGUST 8, 2016

Customers have changed! 60% of customers have higher expectations for customer service now than they did just one year ago. Made smarter by the internet, they are empowered and emboldened to accept nothing short of value. It has made them Fickle —quicker to leave if unhappy. Forty four percent of customers stop doing business immediately after a less than satisfactory experience and another 15% exit as soon as their contract is up!

Travel 81

Travel Customer Service Customer Experience Customers 81

Customers That Stick

AUGUST 8, 2016

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Customer Service Training 78

Customer Service Training Training Customer Service Customers 78

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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

transcosmos Information Systems

AUGUST 8, 2016

Regardless of size and industry, businesses should make IT infrastructure management one of its top priorities, especially in today’s highly digitized world. In a survey by Fuse Technology Group , small business continues to increase their future investments in terms of IT infrastructure, specifically in business management software (50 percent), data analytics (43 percent), mobile devices (37 percent), social media (36 percent), and cloud computing (34 percent).

Social Media 69

Social Media Insurance Survey Sales 69

Amity

AUGUST 8, 2016

I have participated in several discussions around how to manage your Customer Success organization and the value it brings to your customer base and company. And a question I hear quite often is – is there opportunity to also drive incremental service revenue from your Customer Success staff? Traditional Professional Services offerings such as training and consulting services will likely always be offered on a cost basis, as these services are key to a successful new customer deployment, a

Customer Success 61

Customer Success ROI Training Software 61

ForeSee

AUGUST 8, 2016

Paul Voss is Director of CRM for U.S.-based Rack Room Shoes. He recently sat down with us to discuss how ForeSee’s technology is helping his company understand their Voice of. The post VoC Leaders: How Rack Room Shoes Gets In-Step With Customers appeared first on ForeSee.

CRM 58

CRM Technology Customers Company 58

Think Customers

AUGUST 8, 2016

The opening Olympic ceremonies in Rio de Janeiro got off to a disappointing start. According to Nielsen, the broadcast was down 35 percent from the 2012 London Opening ceremonies. The opening ceremonies this year drew 25.5 million viewers. However, a closer look at the overall viewership across devices and screens reveals what might wrap up as digital media's gold metal moment.

Customer Engagement 50

Customer Engagement Loyalty Engagement Strategy 50

transcosmos Information Systems

AUGUST 8, 2016

Regardless of size and industry, businesses should make IT infrastructure management one of its top priorities, especially in today’s highly digitized world. In a survey by Fuse Technology Group , small business continues to increase their future investments in terms of IT infrastructure, specifically in business management software (50 percent), data analytics (43 percent), mobile devices (37 percent), social media (36 percent), and cloud computing (34 percent).

Social Media 48

Social Media Insurance Survey Sales 48

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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

AUGUST 8, 2016

Technology advances are changing our world dramatically … at lightning speed. Today, we live in a world of endless possibilities, one where connections are made in a second and access to all the content we could ever imagine is at our fingertips, 24/7. In a new Avaya video, I have the privilege of explaining the Smart Digital World and what we’re doing to embrace and shape our digital future.

Sports 46

Sports Technology Industry Video 46

Talkdesk

AUGUST 8, 2016

Every good business leader knows that poor customer service is to be avoided. It is in the best interest of every company to treat their customers well. After all, it’s the customers who ultimately have power in the relationship. Customer loyalty, customer satisfaction and customer retention are the underpinnings of success. Many companies think about customer service from the business perspective.

Poor Customer Service 41

Poor Customer Service Customer Service eBook Social Media 41

Kate Nasser

AUGUST 8, 2016

Customer Service Outburst: What brings customer service reps to lose it w/ customers? A park ranger story about Lake Nockamixon. From The People Skills Coach™. The post Customer Service Outburst: 5 Needs That Ruin Customer Experience appeared first on KateNasser.com.

Customer Service 40

Customer Service Customer Experience Customers Customer Care 40

Think Customers

AUGUST 8, 2016

Earlier this year while attending Walker Information's B-to-B Customer Experience Summit in Denver, I met an attendee from a financial services company whose role includes evaluating the customer experiences of the company to be acquired. The purpose of these assessments, he explained to me, is to gauge whether the customers in question represent a good cultural fit for his company and to determine how satisfied the acquiree's customers are and whether there's a lot of work that w

Financial 40

Financial Culture Customers Customer Experience 40

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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

Customer Enthusiast

AUGUST 8, 2016

For years I have been an enthusiastic reader of business books. During my career as a hotel training director in New York City, on occasion I’d uncover a book that I wanted to share with a broader audience at the hotel. The simple solution was to just order everyone a book. But then there’s the challenge of having everyone read the book, discuss its contents, and apply its lessons in their real world of work.

Hotels 40

Hotels Exceptional Customer Service Training Retail 40

LiveChat

AUGUST 8, 2016

Looking to bigger brands for advice and know-how is a pretty good idea when you’re trying to improve your customer service. The tech giants sunk millions of dollars to find out what works best and what doesn’t work at all. You can make the smart move and use the methods they tested out and perfected over hundreds of hours. This is the first post in a new series where I will showcase different big businesses and the way they handle customer service.

Customer Service 32

Customer Service Knowledge Base Self Service Social Media 32

MyCustomer

AUGUST 8, 2016

Engagement. Why leadership accountability is killing your CX.

Leadership 45

Leadership Customer Experience Engagement Customers 45

Steve DiGioia

AUGUST 8, 2016

let’s look at the facts This original article was written by Steve DiGioia. I know this may cost me my “ man card ” but there is no way a man can compete with a woman when it comes to providing great customer service, period! We’ve all read books about how to provide great customer service. They always seem to focus on the specific skills needed to be successful.

Customer Service 163

Customer Service Customer Journeys Customers Policies 163

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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

Customer Experience

ShepHyken

AUGUST 8, 2016

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Five Questions Customer Experience Professionals Are Asking Today by Michael Hinshaw. (McorpCX) Everyone is talking about customer experience.

Net Promoter Score 69

Net Promoter Score Infographics Customer Service Loyalty Programs 69

Andrew Mcfarland

AUGUST 8, 2016

Under normal circumstances, I believe that customer experiences impact a brand more than a brand can possibly influence experience. However, the reverse seems to be true as the Trump brand drives customers away. Typically, brands like VW and Chipotle suffer.

Brands 52

Brands Customer Experience Customers 52