InMoment XI
MARCH 7, 2017
What a great time of year to buy a car – its incentive season! Usually here in Michigan we only have 2 seasons, winter and construction. Both bad for traffic. However, car companies offer a variety of incentive seasons throughout the year. There is always a sale and If you need a little push to. View Article.
Experience Matters
MARCH 7, 2017
We published the 2017 Temkin Experience Ratings, the seventh annual release of this comprehensive customer experience benchmark. Here’s the executive summary: 2017 is the seventh straight year that we’ve published the Temkin Experience Ratings, a cross-industry, open standard benchmark of customer experience. To generate these Ratings, we asked 10,000 U.S. consumers to rate their recent interactions with […].
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InMoment XI
MARCH 7, 2017
What a great time of year to buy a car – its incentive season! Usually here in Michigan we only have 2 seasons, winter and construction. Both bad for traffic. However, car companies offer a variety of incentive seasons throughout the year. There is always a sale and If you need a little push to.
Heart of the Customer
MARCH 7, 2017
One unforeseen result from our journey mapping best practices survey was that a surprising number of practitioners – almost one-third – do not use segments or personas in their journey maps. If you don’t use personas in your maps, then you probably don’t design around specific types of customers. And that’s a real risk. Because […]. The post An experience designed for everybody helps nobody appeared first on Heart of the Customer.
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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.
Genroe
MARCH 7, 2017
by M. Dia Customer surveys not completed are like bird songs never heard or paintings never seen: so much effort but if no-one responds it’s all for nothing. Improving the number of survey responses is critical because: You have better coverage of what your customers think You have less non-response bias. Customers that complete feedback […].
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Magellan Solutions
MARCH 7, 2017
As a business owner, it’s easy to think that you can do it all, from hiring and balancing the books to providing call center services and marketing the product. Not only does this lead to burnout, it’s also counter-productive. It can compromise service quality and stall business growth. With customer expectations at an all time high, you can’t afford to give slipshod customer support.
LiveChat
MARCH 7, 2017
Working in customer service can be exceptionally gratifying (we all love that sense of completion when you’ve actually managed to help someone). But if not managed right – it can get extremely draining. Working with people of different profiles, backgrounds and requirements requires a lot of patience, understanding and self-control. Those aspects are what’s making customer service a really demanding field to excel in.
Influitive
MARCH 7, 2017
Account-based marketing (ABM) is one of the hottest marketing trends of 2017. According to SiriusDecisions, 58% of B2B companies planned to invest in ABM technology or services last year. However, many companies only use traditional tactics, like retargeted ads and email nurtures, to engage ideal prospects. But these techniques won’t help you build authentic relationships.
ClientSuccess
MARCH 7, 2017
Creating a Customer Success Staffing Model: A Conversation With Francoise Tourniaire. “Customer Success” as a phrase is a relatively modern concept, according to Francoise Tourniaire , Founder, FT Works. She explained that many who have been in the field for a long time smile when they hear the phrase “Customer Success” because the concept has existed for decades, under other names.
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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.
Talkdesk
MARCH 7, 2017
Part of the job of maintaining a top-of-the-line customer experience for Talkdesk is staying current on research and trends in the industry. To that end, some of my team members and I have been reading The Effortless Experience and taking notes about the best ways to optimize our product to fit the needs of our customers and our customers’ customers.
Clarivate
MARCH 7, 2017
Executive Overview. At some point during the implementation of your Customer Experience (CX) strategy and plan, you will be asked to show a Return on Investment (ROI). Usually most CX programs begin with a “belief” that improving the customers’ experience will have operational and financial benefits to a company and that improving the customer experience just makes good business sense.
Stella Connect
MARCH 7, 2017
No matter what your customer experience looks like, the journey with your brand should be easy and engaging. It’s exactly what your customers want, expect, and deserve. Including—or especially—those customers who decide they’ve made the wrong purchase. A brand shows its true colors when dealing with dissatisfied customers. From the customer’s point of view, there’s no gray area when it comes to returns: either you’re clearly invested in making your customers happy, or you’ve laid the burden enti
Confirmit
MARCH 7, 2017
End users of research are more demanding than ever. They need insights to drive business decisions now. Sooner than now, if possible. The Market Research industry has been focused on meeting this ever-growing demand for years, but new opportunities to automate repetitive activities are emerging that will revolutionize the market. By using technology that allows researchers to shorten timelines and bring faster turnarounds to clients, MR agencies can focus on high-value processes that differentia
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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,
Genroe
MARCH 7, 2017
by M. Dia Customer surveys not completed are like bird songs never heard or paintings never seen: so much effort but if no-one responds it’s all for nothing. Improving the number of survey responses is critical because: You have better coverage of what your customers think You have less non-response bias. Customers that complete feedback […].
Clarabridge
MARCH 7, 2017
Earlier this year, I found myself in a long queue of unhappy travelers. My 1am flight from Bahrain to Heathrow had been cancelled shortly before departure. I had a long night in the transfer lounge with my many travel companions, as a very limited number of customer service agents tried to find places for a truckload (or more accurately a planeload) of passengers.
Customer Enthusiast
MARCH 7, 2017
A couple of weeks ago, I was asked to provide feedback on an article that detailed a number of customer service scenarios and suggested scripts being used by live chat contact center representatives. PART ONE: There were several examples that I liked: Scenario 1) What to do when a customer reaches you in error (mistook your company for, say, an art gallery): Suggested script: “Sorry, [their name], it sounds like you may have reached us in error.
Peter Lavers
MARCH 7, 2017
Peter Lavers’ blog on the “Are you talking omni-channel customer experience but in fact you’re still organized multi-channel?” has been published on IBM #ThinkMarketing. Read it here. Tweet to @PeterLavers. The post “Omni-channel or Multi-channel?” blog published on #ThinkMarketing appeared first on Think CX.
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.
Forrester's Customer Insights
MARCH 7, 2017
The explosive growth of the data economy is being fueled by the rise of insights services. Companies have been selling and sharing data for years. Axciom and Experian made their name by providing access to rich troves of consumer data. Thompson Reuters, Dun and Bradstreet and Bloomberg distributed financial and corporate data. Data brokers of various kinds connected buyers and sellers across a rich data market landscape.
Brad Cleveland Blog
MARCH 7, 2017
Need a reason to refine your mobile strategy? Here are some statistics that remind us of how ubiquitous mobile devices have become. There are now 8 billion active mobile subscriptions – more than the population of the planet. (Cisco) Mobile … Continue reading → The post The Magnitude of Mobile appeared first on Brad Cleveland.
Michelli Experience
MARCH 7, 2017
In 1909 Harry Gordon Selfridge, the founder of Selfridge’s department store, is credited with saying, “The customer is always right”. Through the years, a number of my colleagues and I have emphasized that the customer is not always right but they are always the customer. I’ve come to believe that in order to be truly successful deploying a customer-experience strategy, you fundamentally have to believe: In general, customers are honest and fair.
Brad Cleveland Blog
MARCH 7, 2017
Need a reason to refine your mobile strategy? Here are some statistics that remind us of how ubiquitous mobile devices have become. There are now 8 billion active mobile subscriptions – more than the population of the planet. (Cisco) Mobile data traffic has grown 4,000 fold in the past ten years.
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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.
Customer Bliss
MARCH 7, 2017
Episode Overview. I’ve known Jim for many years and regularly cross paths with him, like many in our space. I truly believe those doing customer experience and customer-driven growth work are a community, and Jim and I represent that in this podcast. We share fearlessly with each other. Across a wide variety of customer-facing roles, Jim has now come to head up customer experience for the 38 million member organization AARP.
Brad Cleveland Blog
MARCH 7, 2017
Need a reason to refine your mobile strategy? Here are some statistics that remind us of how ubiquitous mobile devices have become. There are now 8 billion active mobile subscriptions – more than the population of the planet. (Cisco) Mobile data traffic has grown 4,000 fold in the past ten years.
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