InMoment XI
MARCH 28, 2017
There I sat, on a crusty chair that probably hadn’t been wiped down with a Clorox wipe since it was moved into place in the 70’s. The scene was one that we have all been in; a doctor’s office – waiting – and waiting. I sat there in the crowded room, arms folded and wanting to cover. View Article.
BlueOcean
MARCH 28, 2017
Some of our most popular blog posts are the ones that help potential clients navigate their way through the procurement process for contact center services – especially content that looks at what questions to ask potential vendors. The first quarter of the calendar year is typically a busy time in the world of contact center RFPs and site visits, so we’ve updated this previously published piece for those who are in the trenches of procurement right now.
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InMoment XI
MARCH 28, 2017
There I sat, on a crusty chair that probably hadn’t been wiped down with a Clorox wipe since it was moved into place in the 70’s. The scene was one that we have all been in; a doctor’s office – waiting – and waiting. I sat there in the crowded room, arms folded and wanting to cover.
Experience Matters
MARCH 28, 2017
We recently released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. consumers. AOL earned the highest customer experience score in the TV/Internet Service Providers industry, according to the 2017 Temkin Experience Ratings, an annual customer experience ranking of companies based on […].
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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.
Kayako
MARCH 28, 2017
How satisfied your customer is can depend on a lot of things: your product, your customer support team, your marketing and advertising, your branding, their interactions in your store, your website, your in-store staff… the list goes on. Typically, businesses rely on customer satisfaction scores as an indicator of the total happiness of a set of customers – but this is flawed.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ijgolding
MARCH 28, 2017
I am often asked how I can conjure up a topic to write about on a weekly basis. Do I have a plan? Do I keep a long list of pre-defined article subjects? Is there a website to stimulate blog ideas? The answer to these questions is ‘no’! In all honesty, my writing is very much inspired by my own experiences – either as a customer in my own right, or by interacting with the many people I have the good fortunate to interact with in practising my vocation!
Experience Matters
MARCH 28, 2017
Congratulations! Temkin Group announces the winners of its 2017 Customer Experience Vendor Excellence Awards: Clarabridge, Medallia, Qualtrics, Rant & Rave, and Root. Here are excerpts from the winners’ submissions: Clarabridge’s CX Suite helps companies understand and manage the customer experience. Customer feedback is taken in and analyzed, using Clarabridge’s advanced text analytics and sentiment analysis capabilities. […].
Uniphore
MARCH 28, 2017
Customer service trends are today driven by the need to meet consumer expectations. However, the evolution of technological innovation together with the shift in the demographics of consumers has led to quickly changing expectations. The main challenge in customer service strategy today lies in its ability to adapt to these changes and to grow in complexity, especially as it becomes increasingly crucial to the success of a company.
Experience Matters
MARCH 28, 2017
We recently released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. consumers. US Cellular delivers the best customer experience in the wireless industry, according to the 2017 Temkin Experience Ratings, an annual customer experience ranking of companies based on a survey […].
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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.
PeopleMetrics
MARCH 28, 2017
Today, content marketing is critical to your company’s success, and. utilizing social media is currently one of the best marketing strategies out there. Nearly everyone constantly carries a smartphone with them, and almost all of those people use Facebook. Why not utilize that fact to attract customers and build brand loyalty? If you choose to leverage Facebook to post content for your customers, remember to avoid aggressive advertising and sales pitches – content is about making your customers
ShepHyken
MARCH 28, 2017
Anthony Goonetilleke Discusses How Artificial Intelligence is Revolutionizing Customer Service. Do you want to embrace technology and provide your customers a better experience? Shep Hyken interviews Anthony Goonetilleke, the President of the Amdocs Product Business Group. First Up: Shep Hyken’s opening comments focus on how companies are currently incorporating artificial intelligence into their customer experience.
iPerceptions
MARCH 28, 2017
In today’s digital world, with the ubiquitous adoption of technology, customers are in control and they are calling the shots. As a result, the customer experience has become a growing priority. CMOs have responded by turning to Voice of the Customer (VoC) solutions to understand and anticipate their visitors’ intent, needs and experiences. According to the Aberdeen Group, brands employing VoC programs lower customer care costs, improve response times, and improve annual revenue by 10.9 percent
CSM Magazine
MARCH 28, 2017
When it comes to customer service chatbots, today’s online shoppers have trust issues. With fears of “error” responses, or even worse, completely inaccurate answers, customers reluctantly turn to call center agents to handle issues directly with a live representative. Ultimately, this inefficient communication channel results in frustrated customers and wasted money.
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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,
Promoter.io
MARCH 28, 2017
Normally on this blog we dive deep into NPS use cases and subjects such as in-app vs. email surveys, high-level distribution tactics, etc. Today however, we’re going to get back to the basics and dissect the NPS score itself — how it’s calculated, why passives customers are excluded, the meaning behind the score and the value […]. The post How to Calculate (and Understand) Your Net Promoter Score appeared first on Promoter.io Blog.
Bold360
MARCH 28, 2017
There are a lot of champagne corks popping in India this week, as Vodafone and Idea finally sign on the dotted line for their merger. The deal will make the new company the largest telecom firm in the country, with a market share of 40%. With long term goals in mind to bring 4G to residents throughout the country, CEO of Vodafone Group PLC Vittorio Colao comments that the merger has “the potential to transform [the] daily life of every Indian.”.
Avaya
MARCH 28, 2017
I recently attended Jeff Pulver’s 2017 MoNage conference to get the latest views on chatbot usage and expectations for serving customers. Jeff Pulver created the Voice over the Net Conference when voice over the internet was in its infancy. As a co-founder of Vonage and other companies, his vision helped drive the industry we all take for granted. He’s brought his vision to the world of chat with his 140-Character conferences and most recently the MoNage conference.
CSM Magazine
MARCH 28, 2017
As operational complexity takes its toll on the service industry, it’s important we keep our focus on the customer. Ron Kaufman offers 8 ideas to achieve customer satisfaction by keeping it simple. 8 Simple Ideas to Improve Customer Satisfaction. 1. Ask them! Whether in print, in person or over the phone, nothing is better than asking customers exactly what they want and how they want it.
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.
West Monroe
MARCH 28, 2017
In December Amazon made my holiday shopping as effortless as it’s ever been. In a not-so-subtle attempt to get its Alexa Voice Service technology on a smooth surface in every home around the globe, the world’s leading online retailer slashed the price of its second-generation Echo Dot to $39.99, and moved nine times more units than it had in the previous holiday season.
Magellan Solutions
MARCH 28, 2017
Your customer service is only as good as the caliber of the agents who provide it. As front liners, customer service employees serve as the human element of your company. Being in direct contact with clientele puts them in the position to not just offer solutions, but to empathize with customers and make them feel that the business sees them as individuals, not sales figures.
LiveChat
MARCH 28, 2017
We usually put a lot of time and effort into creating great sales pitches to seduce new customers and sending sophisticated emails full of jokes to keep their attention and increase their loyalty. Then we contact them through email marketing, which we know is the best way to stay in touch with your customers. Sometimes, we forget about one important thing – the moment when a customer has enough of your emails and looks for an unsubscribe option.
ForeSee
MARCH 28, 2017
We know that one of the biggest success factors in business getting the customer experience right. On a personal level though, one big predictor of success is “grit,” according to. The post Before Summit, watch keynote speaker Angela Duckworth’s TED Talk (video) appeared first on ForeSee.
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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.
CSM Magazine
MARCH 28, 2017
Maybe you are the owner of a small business who wants to find out what your customers are thinking. Maybe you work for a business, and your boss has assigned you to get some customer feedback. Here’s a warning: it is very easy to do bad focus groups—groups that do not end up obtaining worthwhile information from the participants, or worse yet, obtain incorrect information.
dscout People Nerds
MARCH 28, 2017
Adler discusses the art of being in service of people and cultivating human potential.
CSM Magazine
MARCH 28, 2017
Want to improve customer satisfaction? Here you will learn how to improve improve customer satisfaction in just 8 simple steps. 1. Ask them! Whether in print, in person or over the phone, nothing is better than asking customers exactly what they want and how they want it. (Ask them what they don’t want, too!) Use feedback sheets, mail-back forms, comment cards, telephone scripts and more. 2.
Brad Cleveland Blog
MARCH 28, 2017
ICMI recently put together the e-book Expert Insights on 8 of your Biggest Contact Center Challenges, featuring the ICMI Top 50 Thought Leaders. You’ll find thoughtful guidance on topics ranging from employee engagement to VOC data to defining quality. It’s … Continue reading → The post Expert Insight from ICMI Thought Leaders appeared first on Brad Cleveland.
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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?
CSM Magazine
MARCH 28, 2017
Want to improve customer satisfaction? Here you will learn how to improve improve customer satisfaction in just 8 simple ways. 1. Ask them! Whether in print, in person or over the phone, nothing is better than asking customers exactly what they want and how they want it. (Ask them what they don’t want, too!) Use feedback sheets, mail-back forms, comment cards, telephone scripts and more. 2.
Brad Cleveland Blog
MARCH 28, 2017
ICMI recently put together the e-book Expert Insights on 8 of your Biggest Contact Center Challenges, featuring the ICMI Top 50 Thought Leaders. You’ll find thoughtful guidance on topics ranging from employee engagement to VOC data to defining quality. It’s definitely worth the read. Enjoy!
Informizely
MARCH 28, 2017
So you want to to improve your website’s conversion rate. Or gauge how people feel about your MVP. Or put out feelers to see what they think about your website. Or incentivize them to make a sale. Or learn what you could and should be doing to improve the user experience. Consider the survey your new best friend. They’re easy as pie to use (pie graphs included!
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