ijgolding

NOVEMBER 22, 2017

I am very lucky to live in a beautiful city in the North West of England. Yes… I am not actually there as often as I would like, but when I am, I do not take for granted that my children are being raised in a lovely environment. Founded as a Roman Fort in 79 AD, Chester is one of the best preserved walled cities in Great Britain. With museums, a theatre, a Roman amphitheatre, a river, a canal and mediaeval building a plenty, Chester is a not just a great place to live, but a fantastic city to vi

Travel 379

Travel Customers Social Media Banking 379

InMoment XI

NOVEMBER 22, 2017

Every year, MaritzCX hosts the premier customer experience event, CXFusion, in Las Vegas. This event provides workshops, certifications and top-of-the-line thought leaderships from the most influential people in the field. You can expect to increase your CX prowess and learn new strategies and insights from some of the world’s most dynamic experts and customer-centric brands.

Customer Centricity 200

Customer Centricity Leadership Strategy Brands 200

Kayako

NOVEMBER 22, 2017

There is a little irony that those of us in the customer service space have been observing since customer support first went online: Customers have become more impatient. Initially, customers wanted to be able to resolve their issues over email. Then they began to expect a response within 24 hours. Now, 39% of modern consumers expect a reply within four hours. 55% of Twitter and Facebook users expect to hear back even faster.

Self Service 221

Self Service Guidelines Social Media Knowledge Base 221

InMoment XI

NOVEMBER 22, 2017

Every year, MaritzCX hosts the premier customer experience event, CXFusion, in Las Vegas. This event provides workshops, certifications and top-of-the-line thought leaderships from the most influential people in the field. You can expect to increase your CX prowess and learn new strategies and insights from some of the world’s most dynamic experts and customer-centric brands.

Customer Centricity 0

Customer Centricity Leadership Strategy Brands 0

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Kerry Bodine

NOVEMBER 22, 2017

We’ve been getting multiple requests over the past few weeks about our 2018 journey mapping workshop schedule. So without further ado… We hope you’ll join us in one of these fun locations next year for our signature two-day workshop! February 27 & 28 in San Francisco. May 16 & 17 in Chicago. September 12 & 13 in Boston. Whether you’re just getting started with customer journey mapping or looking for a methodology refresh, our two-day interactive workshop will help you develop the ski

Customer Journeys 120

Customer Journeys Exercises Tips Course 120

Kerry Bodine

NOVEMBER 22, 2017

Several weeks ago, I had the honor of delivering the closing remarks at this year’s Service Design Global Conference in Madrid. The video of presentation will be posted online sometime in the next few months, but I didn’t want to wait that long to share my thoughts. The theme of the conference this year was “Service Design at Scale”—and over the course of the three days in Madrid, I was inspired by the conference presentations, projects from the Service Design Award winners, and many energizing

Technology 120

Technology Conference How To Trends 120

CX Journey

NOVEMBER 22, 2017

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud CX; it appeared on their blog on May 23, 2017. In this very social world, customers have a lot of options when it comes to getting support from companies about the products and services they buy: there's phone, email, FAQs, knowledge bases, forums, chat, social media, and much more.

Self Service 0

Self Service Social Media Knowledge Base Call Center 0

Beyond Philosophy

NOVEMBER 22, 2017

Organizations love to talk about building relationships with customers. The trouble is, most of the time it feels like they’re just paying lip service to the idea. Was Wells Fargo “building relationships” when it opened all those unauthorized accounts? What about the car dealership that forces you to haggle over price to the point where you don’t even want a new car anymore?

Customer relationships 135

Customer relationships Airlines Consulting Customers 135

Maru/HUB

NOVEMBER 22, 2017

Customer loyalty and advocacy have experienced a shift in gear as of late for Uber in the UK alone. This latest news of a huge hack in the US that exposed personal data of over 57 million customers and drivers is set to see many turn their backs on the ride-service provider and further damage their faltering reputation. Not only did Uber hide the massive global breach of data in October 2016 and fail to inform those affected, but they’ve also confirmed they paid the hackers to hush them.

Customer Experience 91

Customer Experience Fashion Culture Banking 91

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Communication

Beyond Philosophy

NOVEMBER 22, 2017

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. For some time, it has been understood that, when purchasing a product or service, consumers are essentially ‘hiring’ a supplier to get a job done. The same can be said of employees. They can hire desired employers, and if things don’t turn out as expected, employees can ‘fire’ their employer, sometimes quietly, sometimes noisily, departing.

e-support 89

e-support Banking Culture Consulting 89

ShepHyken

NOVEMBER 22, 2017

There is a place I get my car worked on. They do a great job. The repair center’s employees are friendly and knowledgeable. The car always comes back cleaner than when it goes in for service. This is the way business should be done. The head of the service department mentioned I would be getting a survey emailed to me and asked if I would take a few minutes to complete it.

Survey 90

Survey How To Customer Service Training NPS 90

Totango

NOVEMBER 22, 2017

Get ready for two days of great content, speakers, networking and fun! So much is happening in the world of Customer Success. We’re going to bring the best and the brightest from the field to share latest trends in strategy and innovation so you and your organization can make the BIGGEST IMPACT possible in customer adoption, retention and overall customer engagement.

Customer Success 84

Customer Success Conference Customer Centricity Customer Engagement 84

Eptica

NOVEMBER 22, 2017

Date: Wednesday, November 22, 2017 The 5 rules of Retail Christmas Customer Experience. Published on: November 22, 2017. Author: Pauline Ashenden As we approach Christmas, the festive shopping season is moving into top gear. Big retail adverts are hitting the screen, with UK companies spending an estimated £6 billion to reach shoppers as they fight to differentiate themselves from competitors.

Retail 73

Retail Customer Experience Self Service Ecommerce 73

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Tips

Strativity

NOVEMBER 22, 2017

www.chiefexecutive.net. In business, there are two things you can’t have enough of. The first one is obvious and known to all: revenues. Ask any business owner or salesperson, and they will share with you this harsh truth. It seems like an endless pursuit of an ever-increasing revenue target with very few breaks in between. Just as they meet their target, a new, higher one is set.

Employee Engagement 73

Employee Engagement Study Groups Engagement 73

Influitive

NOVEMBER 22, 2017

Want to know a secret? Every marketer has an untapped power: the power of their customer advocates. Customer advocates can be unleashed to help your business grow through positive word of mouth, referrals, testimonials, and much more. However, you need to know how to properly incentivize them to wield that power for you. And who.

Marketing 58

Marketing How To NPS Resources 58

Totango

NOVEMBER 22, 2017

Get ready for two days of great content, speakers, networking and fun! So much is happening in the world of Customer Success. We’re going to bring the best and the brightest from the field to share latest trends in strategy and innovation so you and your organization can make the BIGGEST IMPACT possible in customer adoption, retention and overall customer engagement.

Customer Success 48

Customer Success Conference Customer Centricity Customer Engagement 48

iPerceptions

NOVEMBER 22, 2017

The holiday season is already upon us! You know what that means - great food, more time with the in-laws, and getting your game-face on as you hunt for gifts for that special someone.

Marketing 48

Marketing 48

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

inSided

NOVEMBER 22, 2017

Online self-service results in faster answers. Here’s how self-service tools get customers the answers they need while reducing time-to-resolution.

Self Service 56

Self Service Tools Customers 56

Currency Alliance

NOVEMBER 22, 2017

Sometimes friends ask me if I remember how we used to shop several years ago, as things seem to be changing so quickly at the moment. The truth is I try not to remember. I wouldn’t say I was a happy customer back then. Things are so much easier now than they used to be , that I wonder what took brands so long to actually start caring about their customers.

Case Study 45

Case Study Study Airlines Hotels 45

Peter Lavers

NOVEMBER 22, 2017

I’m delighted to include another guest blog from our friend and associate Paul Laughlin. Have you noticed how many companies these days are seeking to implement Data Science? In the light of this my thoughts have turned to getting the most out of your Data Science team. As I’ve worked with more clients and talked to other leaders at Data Science events , it has struck me how many fall into common pitfalls.

Data 40

Data Analytics Fashion Leadership 40

Maru/HUB

NOVEMBER 22, 2017

Customer loyalty and advocacy have experienced a shift in gear as of late for Uber in the UK alone. This latest news of a huge hack in the US that exposed personal data of over 57 million customers and drivers is set to see many turn their backs on the ride-service provider and further damage their faltering reputation. Not only did Uber hide the massive global breach of data in October 2016 and fail to inform those affected, but they’ve also confirmed they paid the hackers to hush them.

Customer Experience 40

Customer Experience Fashion Culture Banking 40

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Training

LiveChat

NOVEMBER 22, 2017

Let’s start with a simple question: is your current inbound marketing strategy making you any money? Let’s face it, you’re not investing your time and money for nothing. You’ve heard that 75 percent of inbound marketing channels cost less than outbound marketing channels, so you’re expecting results sooner than later. But what if those results won’t come?

Strategy 44

Strategy Marketing Social Media eBook 44