InMoment XI

JUNE 23, 2017

The strongest companies embrace their culture and the engagement of people who comprise it. Most traditional and effective Voice of the Employee programs focus on learning from employees about several key areas. These include degree of engagement and commitment to the organization’s success; performance climate, leadership effectiveness, work environment, communication, relationships with co-workers and career.

Employee Engagement 200

Employee Engagement Engagement Survey Leadership 200

Vonage

JUNE 23, 2017

What is marketing? A quick Google search on the word marketing reveals this from the American Marketing Association (And, they should know!): Marketing is the activity, set of institutions, and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large. Great definition, but marketing has changed.

Customer Experience 193

Customer Experience Marketing Advertising Customer Service Training 193

InMoment XI

JUNE 23, 2017

The strongest companies embrace their culture and the engagement of people who comprise it. Most traditional and effective Voice of the Employee programs focus on learning from employees about several key areas. These include: degree of engagement and commitment to the organization’s success; performance climate, leadership effectiveness, work environment, communication, relationships with co-workers and career.

Employee Engagement 200

Employee Engagement Engagement Survey Leadership 200

Alida

JUNE 23, 2017

If there were any doubts that the grocery industry was on the verge of a major disruption, Amazon’s acquisition of Whole Foods just put it to rest. The deal, announced last week, is valued at $13.7 billion and received a considerable amount of media attention. With the acquisition, Amazon, one of the most valuable brands in the world, is now officially in the grocery market.

Retail 153

Retail Competitive Advantage Customer Centricity Innovation 153

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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

ShepHyken

JUNE 23, 2017

This week we feature an article by Gemma Baker about the importance of offering help to your website visitors. I like the live chat option becasue I can immediately get in touch with a representative to ask my questions without having to wait. – Shep Hyken. E-commerce sites have taken retail online and with such its audience. Once representatives used to be able to physically approach customers to see if they needed their assistance, now when visitors are on a website many companies are not awar

Engagement 76

Engagement Banking B2C Exceptional Customer Service 76

Vocalabs

JUNE 23, 2017

Desire Paths in Journey Maps. Peter Leppik. Fri, 2017-06-23 14:26. Customer Experience. People often don't behave the way you expect them to. Customer feedback helps you uncover the disconnect between what you think customers do, and what they're really doing. It's tempting, in a journey mapping project, to skip the time-consuming and sometimes expensive process of asking customers what their actual experience was in completing a particular journey.

Customer Journeys 48

Customer Journeys Analytics Feedback System 48

Customer Alignment

JUNE 23, 2017

We’ve all seen the attention-grabbing headlines about Artificial Intelligence (AI). The Telegraph’s headline in April this year asserted ‘ AI is the future of Customer Experience’. Digital transformation of the customer experience has seemingly become the silver bullet. AI in its current form is only part of the solution. AI requires a deeper understanding of customer needs so that it is an enabler rather than the answer for its own sake.

Customer Journeys 40

Customer Journeys Chatbots Healthcare Hotels 40

Verint

JUNE 23, 2017

We’ve been talking about the rise in Smart Cities for, well, it seems like forever. But I suppose, like so many new (particularly technological) advances, broad acceptance always appears later in their life cycle than we might think. And so we find that momentum is just now beginning to build for the availability and widespread adoption of technologies such as “smart” street lamps, pollution and traffic sensors, and just-in-time “empty me” alerts from intelligent, connected trash cans—all taking

Government 38

Government Technology Connections Resources 38

Brad Cleveland Blog

JUNE 23, 2017

In recent years, I have seen a trend to streamline and simplify agent performance standards. In many cases, they had become too complex — weighted averages, percent time in this and that mode, formulas that would take a mathematician to figure … Continue reading → The post Agent Performance Standards: Keep It Simple appeared first on Brad Cleveland.

Trends 26

Trends Call Center Contact Center Culture 26

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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

Provide Support

JUNE 23, 2017

How to Reach out to Your Customers. Modern customers are becoming more and more demanding to brands. We cannot ignore the fact that 84% of millennials don’t trust traditional advertising. Old methods to reach customers no longer work as they had worked before. Old methods to reach customers no longer work as they had worked before. Together with personal selling, advertising, and sales promotion marketers need to offer creative content and run YouTube channel as well as promote their brands on I

Infographics 59

Infographics Advertising Customer Engagement Customers 59

Brad Cleveland Blog

JUNE 23, 2017

In recent years, I have seen a trend to streamline and simplify agent performance standards. In many cases, they had become too complex — weighted averages, percent time in this and that mode, formulas that would take a mathematician to figure out.

Trends 22

Trends Call Center Contact Center Culture 22

LiveChat

JUNE 23, 2017

The SAAS industry has experienced continuous growth over the years and is only going to grow bigger. The public cloud market alone is expected to be worth more than $100 billion in 2017 , according to Statista. But a growth in market or industry size doesn’t necessarily translate to the success of every business in the industry. According to Statistic Brain , tech startups or other startups in the IT sector experience the highest amount of failure.

Sales 38

Sales Self Service Social Media Infographics 38

Brad Cleveland Blog

JUNE 23, 2017

In recent years, I have seen a trend to streamline and simplify agent performance standards. In many cases, they had become too complex — weighted averages, percent time in this and that mode, formulas that would take a mathematician to figure out.

Trends 20

Trends Call Center Contact Center Culture 20

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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