InMoment XI
FEBRUARY 8, 2018
Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. As a customer-centric business, decisions should always be made based on customer benefit. This requires a precise understanding of how customers experience the business at the various interaction touchpoints and of where opportunities for improvement exist.
Experience Matters
FEBRUARY 8, 2018
It’s hard to keep up with everything that Temkin Group published in 2017, so we put together a couple of infographics to highlight some of the key data insights. The initial infographic examined CX efforts and ROI. In this infographic, we examine 12 factoids on CX ratings, people, and leadership. Below the infographic you’ll find links to download the graphic (as well as a poster), along with links to the referenced content.
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InMoment XI
FEBRUARY 8, 2018
Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. As a customer-centric business, decisions should always be made based on customer benefit. This requires a precise understanding of how customers experience the business at the various interaction touchpoints and of where opportunities for improvement exist.
Beyond Philosophy
FEBRUARY 8, 2018
You are irrational. Your friends are. Your manager is. I am, too. Unless you know a Vulcan, everyone you know is irrational. People are irrational by nature. In my latest book, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level my co-author Professor Ryan Hamilton of Emory University and I explore the influence of our emotions on our behavior as customers.
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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.
Customer Bliss
FEBRUARY 8, 2018
We recently learned that a good friend of ours and member of the Customer Experience Professionals Association , Diana Helfinstine , VP of Customer Experience at Essilor , the world’s largest manufacturer of eyeglasses has passed away. In tribute to Diana, who has been a pillar in the CX community, we’re revisiting this podcast episode.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Oracle
FEBRUARY 8, 2018
Smile and dial, focus on interactions, list build, stay organized, always have a reason to call. These timeless sales principles have been preached in countless sales trainings, team meetings, and one-on-one sessions, decade after decade. “Live by these rules, and riches will abound,” they say. Well, that usually does get you by. And if your intention is to cruise to 100% quota attainment by the quarter’s end, perhaps these principles suffice.
Second to None
FEBRUARY 8, 2018
The ability to push your organizational website to the top of related search queries can serve as a huge positive for your online customer acquisition rates. However, it can be challenging to determine what exact keywords your brand should target and what copy you need to include in your ad in order to get the most possible site visitors. Ultimately, organizations that figure out how to put the consumer at the center of their search strategy will position themselves to be leaders in this field.
Oracle
FEBRUARY 8, 2018
? ? ? ?. Episode 18 of Experience This! – a customer experience podcast series – is now available. Listen here. Episode 18 summary: A look at how Disney is using CX analytics, what an incredible dinner can teach you about making a memorable customer experience, and what an 80s classic has to do with building your brand. Get more episodes of Experience This!
Second to None
FEBRUARY 8, 2018
In the past, to have a leading Customer Experience platform in the fast-casual restaurant industry, employees needed to be able to deliver your brand message via great service in every individual interaction. The majority of this responsibility used to fall on the shoulders of frontline employees , or those who have a direct-relationship with the customer, whether that is in the role as a server or at the point of sale.
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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.
Truthlab
FEBRUARY 8, 2018
Reading Time: 3 minutes Be prepared for the common objections below when bringing Customer Journey Mapping (CJM) to your organization for the first time. These projects are often killed before they are started if people don’t understand the value they can bring to each department. However, if you’re prepared, you’ll find it easier to get initial buy-in and move your […].
Provide Support
FEBRUARY 8, 2018
AI Chatbots Vs. Human Powered Live Chat. Predicting what the future of customer service will be like a few years from now there is absolutely no room for doubt that artificial intelligence is going to transform the way businesses interact and engage with customers. In fact, chatbots are already dramatically changing the way customer service is provided in various industries.
Happy or Not
FEBRUARY 8, 2018
In the February 5, 2018 issue of The New Yorker, HappyOrNot’s rise to notoriety and success was profiled by staff writer David Owen. With the print edition of the article titled “The Happiness Button”, a digital version of the story was posted on their website “Customer Satisfaction at The Push of a Button”. The post HappyOrNot® Smileys Attract the Attention of the Iconic New Yorker Magazine appeared first on HappyOrNot.
Magellan Solutions
FEBRUARY 8, 2018
Are you sure about your target market? Are they really the right people to sell your goods and services? Identifying your target market is very important in every type of business. Whether that is a service or a clothing boutique, you don’t want to go through the same trial and error process just to see if the “guestimate” of your market is correct.
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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,
Lithium
FEBRUARY 8, 2018
Netgear’s mission is to be the innovative leader in connecting the world to the internet. A core value of the company is connecting people in a smart and easy way. As such, promoting a peer to peer community is a key objective for their digital technology initiatives. Read their 2017 Lithy entry to learn how they redesigned their global website to highlight community in an effort to better inform customers of where they can find best practices, answers, and product discussions-- not only from th
COPC
FEBRUARY 8, 2018
The 2017 Customer Experience Management Benchmark (CXMB) Series Corporate Edition report is nearly complete and ready for its release on March 12, 2018, at Customer Response Summit Charleston , hosted by Execs In The Know. In addition to the report’s release, COPC Inc. will also be moderating a panel of select industry professionals to discuss the report’s findings, taking place on the morning of March 13.
Peter Lavers
FEBRUARY 8, 2018
Peter Lavers will be co-hosting an IBM Watson Commerce tweetchat with Melissa Gonzalez (award winning retail strategist) on Tuesday 13 February at 6pm UK time / 1pm EST. The subject is how Digital Innovation is required to deliver accelerated growth in B2B commerce. B2B is at in inflection point. Customers are changing the way they engage. In the past, B2B customers disregarded digital channels and expressed that B2B products and services were too complex to sell online and they weren’t in
Solvvy
FEBRUARY 8, 2018
The post The Top Customer Service Benchmarks Of 2018 appeared first on Solvvy.
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.
Centriam Customer Experience Lab
FEBRUARY 8, 2018
To help you build or improve your business cases, Centriam built a single page summary — a map of sorts — which outlines twelve different financial gains resulting from customer experience improvements. These twelve drivers are aggregated into five categories.
Amity
FEBRUARY 8, 2018
Co-founded by Canadian entrepreneur Garrett Camp in 2009, Uber is evolving the way the world moves. Since launching in Canada in December 2015, Uber Eats has revolutionized food delivery by offering hundreds of thousands of Canadians an opportunity to connect with local restaurants in cities like Toronto, Ottawa, Montreal, Edmonton, and Vancouver. For small business owners, Uber Eats has helped expand their reach and grow their businesses while also creating flexible earning opportunities for de
Talkdesk
FEBRUARY 8, 2018
This post was written by Jon Heaps , Vice President of Channels at Talkdesk. . It’s hard not to smile when a sales rep claims their company’s “open APIs” will allow you to set up your contact center in no time, but that can quickly turn into a grimace six months later when you find yourself buried in hidden professional service fees and still without a functional contact center.
ServiceDock
FEBRUARY 8, 2018
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