Experience Investigators by 360Connext
SEPTEMBER 28, 2016
Highly-engaged employees will deliver better experiences to your customers, leading to increased loyalty, more referrals, and more business overall. Yippee! However, employee engagement is emotional and often hinged on the very last experience an employee might have – with his or her manager, with co-workers, with an angry client, or even with you. These simple moments add […].
InMoment XI
SEPTEMBER 28, 2016
Few events in world history compare to the excitement surrounding the discovery of California gold by James Marshall, in January of 1848. The famous discovery set off one of the most important migrations ever known. One of the largest gold chunks discovered at that time was by an indigent miner named Mr. Strain who in 1851 stumbled across a 50-pound nugget.
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Comm100
SEPTEMBER 28, 2016
Is your customer churn rate burning a hole in your retention plan? If so, you’re not alone. When it comes down to it, most companies are losing far too many customers. According to this article by Frederick F. Reichheld in the Harvard Business Review, the average company loses about half its customers in a fiver-year period. Half. Can you imagine how much revenue you lose when 50% of your customers walk out the door?
InMoment XI
SEPTEMBER 28, 2016
Few events in world history compare to the excitement surrounding the discovery of California gold by James Marshall, in January of 1848. The famous discovery set off one of the most important migrations ever known. One of the largest gold chunks discovered at that time was by an indigent miner named Mr. Strain who in 1851 stumbled across a 50-pound nugget.
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Beyond Philosophy
SEPTEMBER 28, 2016
How we feel affects how we behave. Understanding the connection between our feelings and our decisions is an essential foundation for creating customer loyalty and retention. If you aren’t sure this is true, then ask yourself: would I open a Yahoo email account today? Yahoo is in the news all over the world. No longer because of their appointment of an up and coming CEO (that just happened to be female).
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Win the Customer
SEPTEMBER 28, 2016
Customer feedback and consumer reviews are very important aspects of any business activity. Traditionally, small retail businesses that keep a brick-and-mortar presence have been able to gather customer feedback immediately and on the spot. These days, however, large companies have many tools that can help them collect and analyze consumer reviews and feedback.
Amity
SEPTEMBER 28, 2016
Customer Success is a relatively nascent term, having emerged as a more critical role with the shift in focus towards customer engagement and satisfaction by SaaS companies. Given Customer Success is still in early days, there is not necessarily a set of “best practices” for how to compensate your Customer Success team. A lot of the literature available today offers helpful suggestions, but often carries a disclaimer to the effect of “results may vary” While it’s tr
CSM Magazine
SEPTEMBER 28, 2016
In the quest to improve the customer experience and customer loyalty, it is helpful to consider the ‘cultural habits’ of successful service organizations, such as: Disney, Apple, Southwest Airlines, Wegmans, Nordstrom, and Amazon. Their cultural habits are not merely lip service; it’s how they do business. Habit #1: Delivering a great customer experience is a way of doing business – it’s not just a program.
Avaya
SEPTEMBER 28, 2016
The night of her husband’s death, Alison Vroome did everything she knew to be right. She grabbed her phone, called 911 and told the operator her address. Then she repeated her address a second, third and fourth time. The call went to a different North Carolina county; the operator couldn’t understand her address. It was more than 10 minutes into the 911 call before paramedics arrived.
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 Enthusiast
SEPTEMBER 28, 2016
Customer Service Week (Oct. 3-7) is approaching and, since I work in the field, I suppose I should contribute to the conversation. Let me begin by saying that celebrating the customer is a good thing—especially when you consider that, without customers, there wouldn’t be much else to celebrate. The issue that I have with Customer Service Week is that, to me, it places a superficial focus on customers for one week in October that quickly returns to business as usual the following week as the ball
ForeSee
SEPTEMBER 28, 2016
Most brands still view the customer experience as the sum of individual, independent parts: a website, a mobile site, an app, a call center, a store or a branch. This. The post Why omnichannel measurement is the holy grail of customer experience appeared first on ForeSee.
The DiJulius Group
SEPTEMBER 28, 2016
This is one of my favorite new phrases. Think about it. Nearly everything can be copied: the products or services that you sell, your décor, website functionality, menu, and prices. Can you really out-work your competition? Can you out-think them? The one area you can get a distinct competitive advantage is by out-loving the businesses […].
Waypoint Group
SEPTEMBER 28, 2016
Readers of this blog know that you don’t get to root-cause from surveys: Just like a doctor can’t provide a proper cure without a full examination, you’ll learn symptoms from your questionnaires, but there are far too many variables to be able to understand customer expectations, including how and where those expectations are set and managed.
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Michelli Experience
SEPTEMBER 28, 2016
Our friends at Hippo Roller have asked me to mention a campaign to raise funds to purchase 200 Hippo Rollers for Haiti. In case you missed my original blog about the Hippo Roller…you can find it below. By the way, thanks in advance for considering to support this cause…. For me… Invention is the creation of something new. and. Innovation is creating a new solution that addresses a human need.
Eptica
SEPTEMBER 28, 2016
Date: Wednesday, September 28, 2016 Why making it memorable is key to customer experience success. Published on: September 28, 2016. Author: Steve Nattress Consumers are constantly undergoing new experiences, but very few leave a lasting impression, with only those that are truly memorable remaining in our brains. These tend to be experiences that drive strong emotions – either of delight or anger.
Talkdesk
SEPTEMBER 28, 2016
In less than a week, thousands of industry leaders and influencers will convene in beautiful San Francisco for the largest software event in the world: Dreamforce. The event promises to be four days of dynamic content, engaging discussion and amazing networking. This year, Talkdesk is excited to be a part of the action as a Gold Sponsor. We’ve been working hard over the past few months to create the best Dreamforce experience possible, and we can’t wait to show you what we have planned.
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