InMoment XI
AUGUST 23, 2018
You’ll never see a dealership Google image that isn’t like the one above—a smiling couple, seemingly happy with their experience of buying a vehicle. But are car buyers really that happy with the sales experience they receive, or happy to have it behind them? Are they still smiling with the dealership experience after the initial. View Article.
iCiDIGITAL
AUGUST 23, 2018
You may remember the BASF commercials back in the 80’s and 90’s that always included the tagline “ We don’t make the products you buy, we make the products you buy better. ” That line always stood out to me and I recently realized why. That line reiterates a core reason why companies partner with us and trust us to develop their customer experiences.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
One Millimeter Mindset
AUGUST 23, 2018
Do you have a customer retention scorecard? You know what I am talking about. Any of the plethora of scoring systems which measure customer satisfaction and loyalty. Chances are, your organization already has a scorecard or two. And your own performance is measured and compared with the ratings customers provide on a quarterly basis. Do you know which factors these scorecards measure?
Vocalabs
AUGUST 23, 2018
Recreating That Airport Experience. Peter Leppik. Thu, 2018-08-23 11:32. Customer Experience. This past weekend I went to the movies on a date night with my wife. We went to the AMC megaplex to see Crazy Rich Asians. Normally we go to a smaller (and cheaper) theater that's a lot closer to home, but we had been given some AMC passes so we made the drive.
Advertisement
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.
GetFeedback
AUGUST 23, 2018
Positive or negative, when a customer shares feedback with you, it’s a learning opportunity. You get the chance to see your business through their eyes, and that brief glimpse can change the course of the relationship completely. The direction it takes all depends on how you handle the situation. We put together this quick list of best practices for responding to customer feedback, so you’re always prepared to make the most of it—whether it’s glowing, scatching, or just so-so. 1.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
GetFeedback
AUGUST 23, 2018
Read up on the best practices for responding to customer feedback, so you’re always prepared to act on input—good, bad, or somewhere in between.
Experience Investigators by 360Connext
AUGUST 23, 2018
We toss the word empathy around these days, especially in customer experience circles. And while most of us agree it’s vital to have and show empathy with customers, many rarely go beyond that in really capturing the touchpoints to understand emotions. The best customer-centric organizations leverage customer empathy to create a more positive journey for all customers.
Customer Bliss
AUGUST 23, 2018
At a time when more and more people are taking public transportation, customer experience for commuters has a big impact on their daily lives. How do you create great service for such a complex system? In today’s conversation with Anand Sampat , the head of customer experience for c2c , a public London commuter train that services 40,000 daily commuters, we discuss how he manages the customer experience for a service that so many people rely on.
Experience Investigators by 360Connext
AUGUST 23, 2018
We toss the word empathy around these days, especially in customer experience circles. And while most of us agree it’s vital to have and show empathy with customers, many rarely go beyond that in really capturing the touchpoints to understand emotions. The best customer-centric organizations leverage customer empathy to create a more positive journey for all customers.
Advertisement
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.
Comm100
AUGUST 23, 2018
It’s 2018, and customer expectations are changing faster than ever. Consumer patience is dwindling; we want better, more accessible products, and everything that we do seems to revolve around convenience. Companies that couldn’t deliver are now either history or relics that remind us of another time – think the last Blockbuster. While some businesses have struggled to withstand the shifting tides, others have reacted in a timely enough fashion to keep up (at least minimally) with changing custom
Beyond Philosophy
AUGUST 23, 2018
Non-conscious influence has a significant effect on your customer’s behavior. Non-conscious influences are stimuli of which a customer is not aware. What’s more, these non-conscious influences exist in your Customer Experience even if you haven’t been deliberate about your design of them. In our latest podcast , we defined some terms that describe the information that influences behavior, including: Subliminal: Something you sense but that your conscious mind did not register, meaning it is pi
ReviewTrackers
AUGUST 23, 2018
Social media marketing for insurance is experiencing major growth. According to a report by consultancy firm ITDS, 100 percent of 20 major global insurers are active on Facebook. 100 percent are also active on LinkedIn and YouTube. 95 percent are active on Twitter and 75 percent are using Instagram. But there are challenges. While insurance providers recognize that social media marketing is essential to future growth, many struggle to keep up with the pace and drive real results from their effor
SaleMove
AUGUST 23, 2018
Selling digital transformation within an organization can be twice as difficult as getting buy-in for any other kind of wholesale revolution. Because while the prospect of change is naturally daunting to most of us, technological progress in particular is a “ black box” experience , and thus especially anxiety inducing. Compounding this double-barrel challenge is the fact that internal evangelizers often overlook some basic principles of effective persuasion.
Advertisement
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,
Second to None
AUGUST 23, 2018
The following article is a guest submission written by Leila Dorari. Leila is a freelance writer based out of Sydney, Australia with a passion for marketing and SMB improvement. If you are interested in submitting a guest article to the Second To None blog, please send over your ideas to danielb@secondtonone.com. . Successfully implementing your desired brand image is incredibly important.
Rant And Rave
AUGUST 23, 2018
Here’s a little story about customer expectations. I recently moved to an old house in a rural area. As you can imagine, my broadband options were pretty limited. Like most people (72%, according to a study by Wunderman ), I usually need a brand to impress me before I commit, but my lack of choice meant I couldn’t wait to be wooed.
inmoment
AUGUST 23, 2018
If you follow the InMoment blog, you know that we believe loyalty is the end all be all of customer experience efforts. If customers are loyal to your brand, it means they spend money with you, interact with you, and give you feedback—even better, they do so consistently. This means plenty of benefits for your organization, but it also requires quite a bit of consistency on your part.
Playvox
AUGUST 23, 2018
We have all been there. Dealing with the employee who can spot a loophole in an HR process a mile away, who is an expert at building a negative work environment, who can deflect attention from their lack of engagement onto the minor faults of others or the employee who genuinely thinks the universe owes them a living for very little input.
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.
Oracle
AUGUST 23, 2018
Thanks to the growth of services like Amazon Prime, modern shoppers expect their purchases to show up in one or two days — or less. A recent study shows that 47% of online shoppers say they’d pay more for same-day delivery. Retailers are rising to this challenge by taking advantage of new trends in shipping. Here are 4 shipping trends that are speeding up the shopping experience.
Influitive
AUGUST 23, 2018
Advocamp is right around the corner, and we have an incredible lineup of speakers this year. In this blog, we’ll introduce you to a few of them. But first, you may have noticed that Advocamp looks a little different in 2018. On October 3, 2018, Advocamp Field Day will make its debut. We’re bringing the.
West Monroe
AUGUST 23, 2018
Too often, businesses make important decisions from an inside/out perspective; only thinking about what is important to the business but forgetting about the needs of their customers. How can organizations design something if they do not know who they are designing it for? Whether it is an in-store experience, a new technology, or a process for communicating with customers, businesses need to know the “who” and “why” before focusing on the “how” or “what.”.
Helen Dewdney
AUGUST 23, 2018
Summer of 2018 sees Ryanair, CAA and AviationADR in a flying shame of failures. Ryanair failures. The Summer of 2018, like the Summer before, has seen Ryanair failing passengers trying to get to weddings, funerals, business meetings and, of course, holidays. This year, it seems that Ryanair is even trying to beat last year’s number of cancellations.
Advertisement
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.
Forrester's Customer Insights
AUGUST 23, 2018
Chipotle, Starbucks, Uber, Wells Fargo. the list of companies that have found themselves pounded by controversy is long — in fact, 50% of the Fortune 100 have had to deal with a crisis in the past three years. Check out this short overview of the new report Emily Collins and I coauthored. […].
Helen Dewdney
AUGUST 23, 2018
Summer of 2018 sees Ryanair, CAA and AviationADR failures. Ryanair failures. The Summer of 2018, like the Summer before, has seen Ryanair failing passengers trying to get to weddings, funerals, business meetings and, of course, holidays. This year, it seems that Ryanair is even trying to beat last year’s number of cancellations. In 2015 the Civil Aviation Authority (CAA) launched enforcement action against Ryanair.
Forrester's Customer Insights
AUGUST 23, 2018
In the past few months, my colleague James McQuivey has written several blogs about the exciting times we live in. In these posts he focuses on how technology is fundamentally changing the way we interact with the world around us and how that change is grounded in evolution. His research shows that our uniquely evolved […].
Grade.us
AUGUST 23, 2018
Like most businesses, lawyers need to have a presence on a host of directories. Google and Avvo lead the pack in terms of giving lawyers the visibility they need. There are also other somewhat less accessible directories. To get the most mileage out of your presence on any directory you need to pay special attention to your profile. An incomplete or poorly-designed listing can hurt you more than it helps you!
Advertisement
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?
Forrester's Customer Insights
AUGUST 23, 2018
Over the past few weeks I’ve had the rare opportunity to meet with board members and discuss their views on cyber security. Many of the questions I posed were sourced from my LinkedIn community, where 25+ people suggested 50+ unique questions (eek!). Even in our short time together, I was left with a much deeper understanding […].
Avaya
AUGUST 23, 2018
At Avaya, we have always prided ourselves in leadership of Unified Communications and Contact Center technologies. That leadership is not an accident—it comes through our laser-guided focus. By cultivating a talent pool that specialises in user and customer experiences and by developing an open-platform approach that embraces technology and channel partners (our Avaya Alliances programme), we have baked engagement, empowerment and optimisation into our DNA.
Experience Matters
AUGUST 23, 2018
This video explains The Six Laws of Customer Experience. By understanding these fundamental truths about how people and organizations behave, companies can make smarter decisions about what they do, and how they do it. You can download the free eBook and see our infographic. Video Script: Just like the laws that govern physics, there are a set of fundamental truths that explain how organizations treat their customers.
Expert insights. Personalized for you.
182 
Let's personalize your content