Thu.Aug 17, 2017

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Realizing the Value of Executive Alignment Around CX

InMoment XI

Creating better executive alignment can skyrocket CX program ROI Is your company still struggling with getting executive buy-in for customer experience initiatives? If so, you’re not alone. Today, the customer experience (CX) has become the competitive battleground and differentiator for all businesses. By delivering a consistent, memorable experience, companies can create a competitive advantage that.

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Humanity is the crux of organizations, but…

Customer Bliss

I don’t want to discuss my next book too much, as we’re currently doing some planning and development work around it, but — as you would probably guess — the theme is customer experience. We’re going to spend a lot of time in the next book discussing the pros and cons of specific experiences, both good and bad. You may see a company one day go through a total customer experience/PR flame-out (United Airlines is a recent example, or Volkswagen) and wonder to yourse

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Realizing the Value of Executive Alignment Around CX

InMoment XI

Creating better executive alignment can skyrocket CX program ROI Is your company still struggling with getting executive buy-in for customer experience initiatives? If so, you’re not alone. Today, the customer experience (CX) has become the competitive battleground and differentiator for all businesses. By delivering a consistent, memorable experience, companies can create a competitive advantage that.

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{Infographic} Guilt or Greatness?

Michelli Experience

__. 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} Guilt or Greatness? appeared first on Joseph Michelli.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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How Sticker Mule Became a World Class Company

Promoter.io

If you have not yet had the pleasure of ordering and receiving custom printed stickers from Sticker Mule, you’re absolutely missing out. I say “pleasure”, because there is no better way to describe the complete start-to-finish customer experience that the folks over at Sticker Mule have created. It doesn’t feel like a purchase, it feels […]. The post How Sticker Mule Became a World Class Company appeared first on Promoter.io Blog.

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5 Ways Omni-Channel Engagement Improves Customer Experience

transcosmos Information Systems

The business landscape is ever-evolving with the newest innovations and technologies that influence consumer needs and demands. If fifteen years ago, placing a newspaper ad would dramatically increase your store’s foot traffic, it’s not the same today. Gone are the days when offering a telephone customer care service would suffice, as omni-channel has shifted the business paradigm.

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How to Prepare for a Customer Success Interview

Amity

Congrats! You applied for a Customer Success position and are now preparing for your first interview. Whether this is your first time interviewing for Customer Success, or you're an old pro, there are a few things that you should do to prep yourself for success. Ultimately, what you are trying to solve for in an interview is whether there is a mutual fit for you and for the company.

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How To Turn Prospects Into Buyers With B2C Lead Generation

Magellan Solutions

Today’s marketing managers and sales professionals are facing higher demands and greater expectations from their employers and clients more than ever. Gone are the days when it was deemed enough for telemarketers to just hit their targets of cold calls per hour. Whereas before, the quality of your leads more or less dictated the success of your marketing activities, today, the more important aspect has taken center stage – the quality of your leads.

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How to Prepare for a Customer Success Interview

Amity

Congrats! You applied for a Customer Success position and are now preparing for your first interview. Whether this is your first time interviewing for Customer Success, or you're an old pro, there are a few things that you should do to prep yourself for success. Ultimately, what you are trying to solve for in an interview is whether there is a mutual fit for you and for the company.

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

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?

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Design to Encourage Collaboration, Patient-Focused Care

ReviewTrackers

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: University of Minnesota Health Clinics and Surgery Center experienced a 14 percent increase in new-patient growth due to innovative design, which lends itself well to efficiency. Subscribe to receive these stories and more every week in your inbox.

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Chicago Speakers Announced for the Designing Your Intelligent Contact Center Event

Talkdesk

The 2017 Talkdesk event, Designing Your Intelligent Contact Center, kicks off in Chicago next week! We’ve been finalizing details about the speakers and sessions and now that everything is ready, we’re thrilled to share more information. Here are details about the speakers for the Talkdesk’s Designing Your Intelligent Contact Center event in Chicago: Shep Hyken – Chief Amazement Officer, Shepard Presentations.

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Debunking NLP: Translation

Clarabridge

By: Ellen Falci, Product Manager, NLP/Enrichment, Clarabridge. This blog post is part 2 of our Debunking Natural Language Processing (NLP) series. Throughout this series, Ellen will highlight several features that help Clarabridge users go beyond simple topic analysis. This series will show you how new types of analysis aren’t so farfetched after all!

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Chicago Speakers Announced for the Designing Your Intelligent Contact Center Event

Talkdesk

The 2017 Talkdesk event, Designing Your Intelligent Contact Center, kicks off in Chicago next week! We’ve been finalizing details about the speakers and sessions and now that everything is ready, we’re thrilled to share more information. Here are details about the speakers for the Talkdesk’s Designing Your Intelligent Contact Center event in Chicago: Shep Hyken – Chief Amazement Officer, Shepard Presentations.

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The State of Customer Onboarding 2024

Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.

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Field Report: The power of fandom

dscout People Nerds

An in-depth look at a recent study with Cultural Anthropologist Susan Kresnicka.

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Facing the Future of Contact Center Employee Engagement

Verint

At the end of 2016, I conducted 20 interviews with customer service professionals who were members of the National Association of Call Centers (NACC). The NACC is a 503(c)(6) not-for-profit membership organization based at Middle Tennessee State University. I work under contract as research director for the NACC ( www.nationalcallcenters.org ), which gives me a pretty good reach into the end-user community.

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The Data Digest: Understand Emotion To Drive Technology Engagement

Forrester's Customer Insights

Thanks to the rise of empowered consumers, products and experiences that once seemed improbable, such as (literally) instant delivery, are now integral to our lives. But this era of innovation has also seen its fair share of flops: From Pokémon Go to Google Glass, technologies that looked like promising disrupters stalled quickly or generated more […].

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Crowdsourcing your QA – how to tap into direct, indirect and inferred VoC to deliver an optimal website redesign

OpinionLab

After leading a dozen or so major website redesigns, I am familiar with the euphoric thrill of publishing and propagating a new website. It’s the realization of months of iterative discovery, creation and testing. Many times, however, the celebration is short-lived as the reality of unanticipated technical issues and unexpected site visitor behavior comes into focus.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.