Experience Investigators by 360Connext
JUNE 6, 2016
Do millennials really approach everything differently than generations before them? Or are the challenges of designing for them simply the same challenges as designing and delivering experiences for any group? Yes, millennials approach the world a little differently. But so does every generation. What should we remember as we design workplaces as we update customer […].
Beyond Philosophy
JUNE 6, 2016
I love Uber and one of the reasons is their seamless approach to payment, that included the tip, which meant I didn’t need to think about it? How much, do I have the right money, do I have any cash? However, cash tipping is now coming to Uber. The hired ride company is backing off of its previous “no tipping” policy, thanks to a proposed class action settlement in which drivers claimed the company have violated labor laws by discouraging tipping.
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Wired and Dangerous
JUNE 6, 2016
Lifetime warranties are a common feature of the product world. They essentially say “we guarantee that the object you bought will work as long as you own it. If the product ever fails, we promise to replace it or repair it to your satisfaction.” Lifetime warranties, as opposed to limited warranties, are designed to be bold statement communicating confidence in a product.
Experience Matters
JUNE 6, 2016
We released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers. Here’s a link to FAQ’s about the Ratings. As a follow-up, we published blog posts that examine the results for each of the 20 industries. You can see links to all […].
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Steve DiGioia
JUNE 6, 2016
This original article was written by Steve DiGioia. Countless studies have shown that the key to a successful employee, one who excels at his/her job, is motivated to perform at his peak and one that will have the best interest of the company at heart, is a properly run and dedicated new employee onboarding and orientation program. During my career I have been personally responsible for the development and facilitation of new employee orientation classes, one-on-one training/coaching sessions an
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Think Customers
JUNE 6, 2016
He's been called the creator of direct marketing and a pioneer in many modern marketing innovations. His storied career includes the creation of the toll-free 800-number, the magazine subscription card, and the loyalty rewards program. Advertising legend Lester Wunderman will receive a lifetime achievement award this week from the Marketing EDGE for his many accomplishments. .
My Customer
JUNE 6, 2016
Why do some customer insight teams have a better internal reputation than others? Did some insight leaders just get lucky, with a great. 30th Sep 2022 Building your insight team's internal reputation. By Paul Laughlin Managing Director.
Bob Hayes
JUNE 6, 2016
Executives use customer surveys to help them improve the customer experience. In this post, I will describe two types of customer surveys, each providing insight to help executives make better, customer-centric decisions. These surveys are relationship surveys and transactional surveys. Relationship Surveys. Relationship surveys give executives the 30,000 ft view of the customer relationship landscape.
Topdown
JUNE 6, 2016
In a recent article for Forbes, “ Data-Driven Customer Experience: The Challenge of Openness ,” Hugo Moreno reports on some of the key takeaways from the Forbes Insights Report “ Data Elevates the Customer Experience: New Ways of Discovering and Applying Customer Insights ,” which was sponsored by SAS and based on a survey of 357 executives of large organizations.
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ForeSee
JUNE 6, 2016
Last year was the first time the growth in sales of smartphones dipped under 10 percent, which on the surface may indicate that mobile usage is beginning to slow. However, The post What Record Mobile Data Usage Means For CX Strategies appeared first on ForeSee.
Bold360
JUNE 6, 2016
Whether by default or by design, every company provides a customer experience. It?s unavoidable because, as sensory beings, we experience our interactions and the interactions we have with businesses are no different. The quality of those experiences when interacting with businesses is determined by a number of factors. Of the more important factors, how and where we interact with businesses greatly influences the type of customer experiences we have.
Avaya
JUNE 6, 2016
Today is an exciting day for Avaya. We are showing the world once again how Avaya is leading the communications experience in the digital world: a vision of a smart, digital world where engagement across devices and software is always secure, always in context, always user defined. As I speak with customers and partners from around the world, one trend prevails: they’re demanding a different experience—one that’s contextual, persistent and proactive.
LiveChat
JUNE 6, 2016
Customer service surveys allow you to take a peek into your customers’ minds. You can learn about their problems , needs and do something about them. It’s your very own customer service magic. But instead of a crystal ball, you need a few, well worded customer service survey questions. Without some form of a survey for your customers, you are forced to guess and make estimates when it comes to your customers’ satisfaction.
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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,
Talkdesk
JUNE 6, 2016
Businesses, like people, go through life stages. At every stage, there are new challenges and opportunities. One of the major turning points in the life of any successful company is scaling. The challenges faced by companies that operate only locally are magnified, multiplied and added to when scaling comes into play. These challenges may include regulatory nuances (state to state or internationally), hiring choices and acquisition of customers in new areas.
ShepHyken
JUNE 6, 2016
Each week I read a number of customer service 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. 4 Ways Innovative Companies are Changing the Face of Customer Service by Laura Norman. (Salesforce) Here are four ways innovative companies are supporting customers differently (and how you can too.).
Smith+co CX
JUNE 6, 2016
Last month saw the announcement that train operators will phase out the 150 year-old tradition of clipping tickets, because inspectors are suffering wrist and repetitive strain injuries. And with new technology allowing many passengers to use their smart device to present their tickets, the decision may not have been a difficult one for train companies.
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