GetFeedback

AUGUST 2, 2017

Companies often struggle to personalize their customer interactions and messaging. We'll look at how two types of experience surveys help boost engagement.

Survey 150

Survey Connections Customer Experience Brands 150

Who's Your Gladys?

AUGUST 2, 2017

You’ve undoubtedly heard of the Internet of Things (IoT). So what is it? According to Forbes, IoT is described as everyday objects that can be connected to the Internet and be recognized by other devices and contribute info to a database. The Internet of Things. The post How is the Internet of Things Affecting Customer Service? appeared first on Who's Your Gladys?

Customer Service 154

Customer Service Connections Customers 154

ShepHyken

AUGUST 2, 2017

There is an old joke in the dental world that a patient asked his dentist, “Which teeth should I floss?” The dentist answered, “Only the ones you want to keep.” Customer Service is the same. All customers are good customers. Okay, maybe not all. Every business has customers – or should I call them former customers – that companies choose not to do business with.

Sports 155

Sports Customer Service Training Customers Connections 155

Michelli Experience

AUGUST 2, 2017

__. Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Follow on Twitter: @josephmichelli. The post {Infographic} Recovering Business Trust appeared first on Joseph Michelli.

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Infographics Consulting Customer Experience Company 113

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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.

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Beyond Philosophy

AUGUST 2, 2017

If your employees are satisfied with their jobs, you might be in trouble. I realize that sounds wrong. It seems as if employee satisfaction would be one key performance indicators for your organization. But in today’s competitive job market and customer experience landscape, employee satisfaction just isn’t enough. What you need to hold on to your team and have them deliver on the brand promise you made to your customers are engaged employees.

Leadership 121

Leadership Employee Experience Consulting Employee Engagement 121

Happy or Not

AUGUST 2, 2017

We’ve all been there at some point in our lives – working in a job that drained your motivation and was a complete struggle just to get through the day. The cause may have been the work environment, the tools (or lack thereof) to do your job, poor training, or no recognition by your manager. Whatever the reasons, you were unhappy, disengaged, and knew that you needed to leave.

Training 71

Training Customers Tools Management 71

Waypoint Group

AUGUST 2, 2017

Cool quote from Blynn Buckley at Cloudera, a dear client and incredible program manager: “I always think of non-responders like the part of an iceberg you can’t see — there can be dangerous unknowns lurking that put renewals and account health at risk.” The analogy needs little explanation: our research continues to find that silent accounts (those accounts that are […].

NPS 56

NPS B2B Feedback Engagement 56

Avaya

AUGUST 2, 2017

We’ve all heard the saying: “If a tree falls in a forest and no one is around to hear it, does it make a sound?” Well, we’d like to put a new-age spin on this: “If an organization implements a digital transformation plan without a strategic plan, does it have an impact?”. The answer: No. Here’s why this is so concerning: nearly 80% of businesses identified digital transformation as their top strategic priority last year, yet only a fraction have implemented an enterprise-wide digital strat

Roadmap 63

Roadmap eBook Exercises Strategy 63

Amity

AUGUST 2, 2017

As the field of customer success grows and develops, more and more management jobs and executive roles are opening up. It is absolutely critical that customer success managers who want to move into these positions start developing strong management skills. Being a terrific CSM isn't enough to make you a great leader. Next week, Amity and The Success League are partnering for a free webinar on building your customer success management career.

Customer Success 59

Customer Success Financial Analytics Customers 59

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

ShepHyken

AUGUST 2, 2017

There is an old joke in the dental world that a patient asked his dentist, “Which teeth should I floss?” The dentist answered, “Only the ones you want to keep.” Customer Service is the same. All customers are good customers. Okay, maybe not all. Every business has customers – or should I call them former customers – that companies choose not to do business with.

Sports 51

Sports Customer Service Training Customers Connections 51

ReviewTrackers

AUGUST 2, 2017

When TD Bank first launched its new person-to-person payment service in its mobile app, the first shortcut button in the app was set as “Send Money.” Customers didn’t like this. TD Bank found that out with the help of customer feedback through social media and other channels. So the bank listened to its customers and reordered the buttons on the app and put the “Accounts” button first.

Banking 50

Banking Feedback Social Media Financial 50

Eptica

AUGUST 2, 2017

Date: Wednesday, August 9, 2017 How to build a business case for a CX technology project. Published on: August 09, 2017. Author: Neil Titcomb Getting the technology right is an important aspect of delivering on your customer experience (CX) goals. But any investment in new technology will be competing against multiple other disciplines for budget and management time.

Technology 48

Technology ROI How To Measurement 48

Talkdesk

AUGUST 2, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Here’s more information on one of the videos available in this library. Separating the Number From the Noise. Opentalk Session Host / Moderator: Ernest Wong, Group Product Manager of Data & Analytics, Talkdesk.

B2B 40

B2B Video B2C Analytics 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,

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CSM Magazine

AUGUST 2, 2017

Leaders understand that to achieve goals, it’s important to have everyone working in unison. If they all have different goals, the only result you’ll get is chaos. Here are four reasons why teamwork makes the dream work. The Sum is Greater Than the Parts. If the team has a common objective, everyone should be working to achieve it. In a supportive team environment, everyone makes contributions based on their unique skills.

Exercises 40

Exercises Leadership Course Measurement 40

Talkdesk

AUGUST 2, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Here’s more information on one of the videos available in this library. Separating the Number From the Noise. Opentalk Session Host / Moderator: Ernest Wong, Group Product Manager of Data & Analytics, Talkdesk.

B2B 40

B2B Video B2C Analytics 40

ijgolding

AUGUST 2, 2017

In 1859 Charles Dickens wrote A Tale of Two Cities, where citizens rise up in revolution. As a teenager studying for A-levels, I spent many hours tearing my hair out trying to decipher it! This is not a tale of two cities, but rather of two cafes, and a quiet revolution where small businesses cannot escape customer scrutiny on social media. The cafes in question are located in a pretty village about 30-mins drive from here.

Social Media 36

Social Media Feedback Consulting Meeting 36

Experience Matters

AUGUST 2, 2017

Human beings are naturally empathetic, yet that tendency can get crushed when they go to work. Watch and read below… Did you know that human beings are genetically wired for empathy? Our brains have something called mirror neurons that allow us to virtually feel what someone else is feeling. If you see your friend bump her head, then you are likely to react almost as if it had happened to you.

Video 38

Video Customers Groups Customer Experience 38

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

Retail

Eptica

AUGUST 2, 2017

Date: Wednesday, August 2, 2017 Transforming customer experience in local authorities. Published on: August 02, 2017. Author: Neil Cox The public sector faces three key challenges, particularly when it comes to customer experience. Firstly, in an age of austerity there is growing pressure on resources, meaning it need to continually become more efficient.

Self Service 55

Self Service Customer Experience Government Social Media 55

Customer Enthusiast

AUGUST 2, 2017

In May I read the 2017 Qualtrics Hotel Pain Index Study , made some notes, and had every intention of writing a June blog post in response to the study. In my defense, that was about the time that summer break began for our four children. So, without further ado…. The three areas of the study that stood out to me are: 57% of guests said that unfriendly employees were most likely to cause them to have a negative experience at a hotel. 82% of guests question the value for price paid , thinking the

Hotels 40

Hotels Guest Experience Exceptional Customer Service Study 40

Eptica

AUGUST 2, 2017

Date: Wednesday, August 16, 2017 Five ways retailers can improve CX ahead of Peak. Published on: August 16, 2017. Author: Anne-Merete Jensen Planning ahead is central to retail success, which is why during the summer months many retailers are already preparing for the Peak festive shopping season , the busiest part of the retail calendar. Given the importance of customer experience to sales success at this crucial time of year, optimizing CX is high on the list of priorities.

Retail 56

Retail Self Service Knowledge Base Chatbots 56

Totango

AUGUST 2, 2017

Part II of this video series of interviews with Totango customers features two companies who maximized their investment in Totango to solve for specific, but not uncommon, business use cases. See how Totango has proven itself to be a cut above. Nate Richardson, Business Operations Director and Analytics Manager, xMatters. Nate sits at the intersection of multiple teams at xMatters who all have different use cases for customer data, including the customer success, sales, marketing, support, and p

Customer Experience 48

Customer Experience Video Customer Success Analytics 48

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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.

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