InMoment XI
JUNE 26, 2017
From time to time customer experience managers will hear the following questions from their internal clients: “Is our response rate too low?”; “What can we do to increase our response rate?” or; “Should we provide an incentive for people to respond?” Like many things in research, these relatively simple questions have somewhat complex answers. When.
Experience Matters
JUNE 26, 2017
We just published a Temkin Group report, Activating Executive Commitment to CX. Here’s the executive summary: Organizations that want to drive sustainable customer experience (CX) improvements need to have senior executives who are committed to propel change throughout the entire journey. Successful transformation efforts require senior executives to set the direction, lead communication efforts, model desired […].
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
InMoment XI
JUNE 26, 2017
From time to time customer experience managers will hear the following questions from their internal clients: “Is our response rate too low?”; “What can we do to increase our response rate?” or; “Should we provide an incentive for people to respond?” Like many things in research, these relatively simple questions have somewhat complex answers. When.
GetFeedback
JUNE 26, 2017
With the Image Upload question type, you can capture visual feedback from customers in any GetFeedback survey. Here are some ideas for putting it to use!
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.
Beyond Philosophy
JUNE 26, 2017
The past week has been headline after headline of the changes in the retail landscape. As usual, Amazon is causing a lot of the fuss or fanfare, depending on where you sit. Retail shopping must rally itself or retail shopping as we know it could be gone forever. In case you missed it, here’s what happened: Amazon Makes Whole Foods Whole Again. Amazon purchased Whole Foods for nearly $14 billion (with a b) this past week.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Peter Lavers
JUNE 26, 2017
When you think of your ideal customer experience, does it include someone telling you, “no,” or “I can’t”? Companies need to train their staff to provide alternative solutions and avoid the easy “no” response in order to create a better customer experience. It can take some effort and imagination, but it is worth it. Problem Solve for a Better Customer Experience.
Middlesex Consulting
JUNE 26, 2017
In Part 1 of this post , I talked about the relationship between customer satisfaction and loyalty and introduced the concept of the zone of indifference. This zone is the broad middle ground between top and bottom boxes on a customer satisfaction survey. In this post, I will discuss the relationship between customer experiences and expectations and talk about the zone of tolerance and it’s complement the zone of intolerance.
Magellan Solutions
JUNE 26, 2017
Many foreign entrepreneurs recognize virtual assistants from the Philippines as essential factors to their business’ success. Hardworking Filipino virtual assistants have proven their ability to perform a multitude of tasks, ranging from the most simple such as data entry to the most complex, such as industry research and analysis. Without these virtual assistants, it seems many of today’s successful entrepreneurs will not be where they are now.
Avaya
JUNE 26, 2017
Innovation: perhaps no other word has been so stressed over the last decade as the pressure mounts for brands to evolve, adapt and grow. It’s easy to understand why. We live in a world where new services and solutions can be created on the fly. Where business ecosystems can be rebuilt practically overnight. Where the scope of possibilities is seemingly endless.
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.
Fox Metrics
JUNE 26, 2017
Creating and maintaining an exceptional blog is often at the bottom of the priority lists for companies and it shouldn’t be. Blogging can be an invaluable tool for your business, and your company’s blog should be a point of emphasis for its social media marketing strategies. Here are three key things an outstanding blog can do for your company: 1) Help separate your brand from competitors – Your blog gives you a fantastic opportunity to write and post content unique to your company and to you
Avaya
JUNE 26, 2017
Budgetary constraints have caused too many government agencies to rely on legacy IT systems that are more than a decade old. Ten years ago, there was no texting, web chat, smartphone apps, social media, and very little e-mail. Today, digital interactions account for over 35% of all interactions and, at the current rate, will overtake voice in two years.
Confirmit
JUNE 26, 2017
For organizations that are looking to leverage the power of telephone interviewing but unable to supply their own staff or resources, Confirmit has an established partnership with The Bernett Group. Leveraging Confirmit’s industry-leading CATI technology, The Bernett Group works alongside research suppliers and consultants to execute VoC and Market Research projects on your behalf.
Smith+co CX
JUNE 26, 2017
So British Airways cabin crew are to go on strike (again) from July 1 st for two weeks just as many of their customers are taking their long-awaited summer holidays. This comes on top of the recent I.T. glitch that saw 75,000 passengers stranded and subsequently cost the airline an estimated £100m in compensation. Anthony Hilton, writing in the Evening Standard, said it was arguably: “the airline’s worst self-inflicted crisis since it was privatized 30 years ago”.
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,
Confirmit
JUNE 26, 2017
2017 marked my third IIEX North America and I think this was the biggest and best one yet! The three day event was held in Atlanta at the Georgia Tech Hotel and Convention Center and was attended by nearly 1,000 people. The speaker line-up was impressive, including a wide variety of new and old speakers introducing the audience to exciting ideas and innovations that are driving the future of research.
Verint
JUNE 26, 2017
Who doesn’t want more insights into the customer experience? Given this has become a primary differentiator for organizations across industries, understanding it is critically important. Journey Analytics is an emerging opportunity for CX professionals to gain valuable insights into the customer experience—in fact, some observed recent examples point to Journey Analytics as the basis for continued investments in the customer experience.
ShepHyken
JUNE 26, 2017
Each week I read a number of customer service and experience articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. All It Takes Is Effort by Seth Godin. (Seth Godin) Customer service used to be a great divide. Well-off companies would heavily invest in taking care of customers, others would do the minimum (or a bit less).
Think Customers
JUNE 26, 2017
To be a customer service associate at Wayfair, the online furniture retailer, candidates must successfully play Escape the Room—an interactive game in which players are locked inside a room and solve puzzles to unlock the door. The purpose is to assess a candidate’s problem-solving abilities, explained Liz Graham, vice president of sales and service at Wayfair.At Forrester’s 2017 CXNYC Forum, Graham outlined the Boston-based retailer’s strategy for maintaining a high level of customer se.
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.
Amity
JUNE 26, 2017
A proactive Customer Success organization is one that doesn’t wait for problems to arise but creates value where and when it is required. Below are the 5 elements of a proactive Customer Success Manager’s toolkit. Prioritize your customers. Organize your work. Categorize your customers. Automate your processes. Inform yourself. Prioritize your customers: If you prioritize by answering to whoever is shouting the loudest, the only kind of work you’ll be able to do is that of a re
Expert insights. Personalized for you.
227 
Let's personalize your content