Experience Matters
JANUARY 22, 2018
For years, Temkin Group has worked with organizations that are looking to become more customer-centric, providing guidance to the executives and teams who are responsible for driving this change. But over the last couple of years, we’ve noticed a shift in our work. It’s no longer just about providing our clients with the skills and knowledge they need to be masterful CX professionals.
ijgolding
JANUARY 22, 2018
In our modern business landscape, especially with the ever-growing presence of social media in our daily lives, providing consistent positive customer experiences has become critical to maintaining a favourable brand reputation. We’ve all seen social media posts from unhappy customers go viral- these posts can have a detrimental effect on your brands reputation and your audiences desire to do business with your company.
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GetFeedback
JANUARY 22, 2018
Are you guilty of over-surveying? You might be driving people away. Survey fatigue is a real problem for companies. Here are 4 simple ways to avoid it.
Michelli Experience
JANUARY 22, 2018
Do you have a “go to” song you sing when you are at a karaoke bar? How about a signature dish you like to prepare the first time a new visitor comes over for dinner? Customer Experience Design Strategies. For me, my “go to” strategies for product development or experience innovation involve components from my “empathic design” toolkit. For fellow empathic designers, you know that there are a lot of tools available which help business owners and leaders “step into the shoes” of their “user” or “c
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Comm100
JANUARY 22, 2018
Running an IT helpdesk isn’t easy. It can be tough to find agents who have the right balance of technical knowledge with great customer service skills, and even tougher to assess whether you’ve truly got that balance right. That’s why effective customer satisfaction survey questions are an integral part of the ticket resolution process. After all, ITSM helpdesks revolve around people just as much as they do technology – so the opinions of your users (whether they’re internal or external) are cri
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Alida
JANUARY 22, 2018
New gadgets always grab attention. But for a brand to be successful in the long run, any cool gadget needs to be backed by an exceptional customer experience. Done right, it creates a cult following. Home fitness startup Pelaton epitomizes how excellent CX drives consumers to buy into a new device. And in this case, it’s not a wearable, it’s a rideable.
Customers That Stick
JANUARY 22, 2018
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ShepHyken
JANUARY 22, 2018
Each week I read a number of customer service and customer experience articles from various 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. 10 Customer Experience Mistakes You Need to Avoid in 2018 by Ronak Meghani. (CustomerThink) Here are 10 basic, however viable courses for business to turn irate, baffled, or disappointed clients into upbeat clients.
Maru/HUB
JANUARY 22, 2018
This week, we are focusing on the new battleground for B2C and B2B – Customer Experience. We are now in an era where customer expectations are rising. No longer is it enough to provide a solid product or competitive price point. In today’s competitive marketplace, an organisation’s brand is built – or broken – on its customer experience. It is widely known in the CX world that by 2020 customer experience will overtake price and product as the key brand differentiator.
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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.
Amity
JANUARY 22, 2018
What Does the GDPR Mean for Your Customer Success Organization? The EU General Data Protection Regulation (GDPR) is said to be the most important change in data privacy regulation ever. The GDPR’s primary goal is to protect and empower all European Union citizens’ data privacy. As we’re rapidly approaching its coming effect in May 2018, companies everywhere are doing their best to comply with the GDPR before it becomes enforceable.
Oracle
JANUARY 22, 2018
Vikki Kolbe, Senior Vice President of Industry Cloud at Oracle, shared with us her 5 pieces of career advice based on her unique and highly successful career in the technology industry. Hear Vikki’s “5 Career Path Principles to Live By” and read the transcript below. Plus, learn more about Vikki’s story in “ Women in Technology: Meet Vikki Kolbe “ Principle #1: Treat everyone with respect.
Wired and Dangerous
JANUARY 22, 2018
“Matt, give me a $10-12 Merlot with an attractive label.” The request came from the customer in front of me at my favorite adult beverage store. The customer smiled at the clever name on the bottle of wine Matt picked for him. It made me recall my early experience with moonshine whiskey. I grew up in a completely dry and very rural part of the South—the nearest liquor store was over thirty miles away.
Totango
JANUARY 22, 2018
Customer Success Summit brings together the best and brightest minds in Customer Success. Our world-class speaker lineup for 2018 Customer Success Summit will share the impressive business results that customer success best practices should deliver. The first wave of speakers has been announced and the experience and CS knowledge they bring to #CSSummit18 is priceless.
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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.
Up Your Service
JANUARY 22, 2018
The most common question we hear when launching service excellence training programs inside large organizations is: “Do leaders really need to attend these workshops?”. This raises a different and more important question for senior leaders: Do you seek to achieve service improvement in specific departments of the organization? Or are you seeking to build a culture of service to boost service throughout the organization, upgrading customer experience, improving employee experience, and driving th
Totango
JANUARY 22, 2018
Customer Success Summit brings together the best and brightest minds in Customer Success. Our world-class speaker lineup for 2018 Customer Success Summit will share the impressive business results that customer success best practices should deliver. The first wave of speakers has been announced and the experience and CS knowledge they bring to #CSSummit18 is priceless.
Oracle
JANUARY 22, 2018
SmarterCX.com is proud to highlight women in technology who are driving innovation, creating the next generation of customer experience, and inspiring future leaders. We’re kicking off the SmarterCX Women in Tech series with an interview with Vikki Kolbe, Senior Vice President of Industry Cloud at Oracle. In the interview, Vikki spoke with us about her indirect path to a successful career in technology, beginning as an English major who dreamed of becoming both a prosecutor and a dancer.
Talkdesk
JANUARY 22, 2018
Making a digital transformation requires adding new channels to a company’s contact center strategy and enabling an agent to handle communications through all the channels. This approach brings an emphasis on using CRM data in every interaction across a wider channel map. Increased demand for accessibility of customer information requires deep integration with a CRM system like Salesforce.
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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,
Natalie Petouhof
JANUARY 22, 2018
Tweet The World Economic Forum is best known for its Annual Meeting in Davos-Klosters. What is it about? The 48th World Economic Forum Annual Meeting aims to rededicate leaders from all walks of life to developing a shared narrative to improve the state of the world. It is Jan 23-26th, 2018. In the words of Klaus Schwab, who is the Founder and Executive Chairman of the World Economic Forum, it is about how each revolution in time has built on the previous revolution: The First Industrial Rev
Talkdesk
JANUARY 22, 2018
Making a digital transformation requires adding new channels to a company’s contact center strategy and enabling an agent to handle communications through all the channels. This approach brings an emphasis on using CRM data in every interaction across a wider channel map. Increased demand for accessibility of customer information requires deep integration with a CRM system like Salesforce.
CSM Magazine
JANUARY 22, 2018
Building stronger customer experiences and unifying their digital and traditional channels will be a top priority for bankers in 2018, according to Computer Services, Inc.’s annual Banking Priorities Executive Report. Nearly half of the respondents (48 percent) plan to increase spending on customer experience initiatives in 2018, with the same percentage indicating that reaching new customers through omnichannel banking is their greatest opportunity for the year.
Natalie Petouhof
JANUARY 22, 2018
Tweet I was working at a company and asked to do several things. First was to recruit 100 engineers. That may not seem like a lot, but for every 100 people we interviewed we had 1 person accept. So it took interviewing 1000 people to obtain 100 engineers. Part of that was because we were looking for a specific type of engineer – digital signal processing engineers.
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.
Solvvy
JANUARY 22, 2018
The post AI is the New CX Frontier but it comes with a Unique Set of Challenges appeared first on Solvvy.
Strativity
JANUARY 22, 2018
The post Are You Creating Experiences Worth Sharing? appeared first on Strativity.
Verint
JANUARY 22, 2018
Every day the world generates 2.5 quintillion bytes of data. This number is so big as to be meaningless, like the distance from Earth to the nearest star or the size of the national debt. Businesses are overwhelmed, and many are ill-equipped to extract meaningful and actionable information from all this data. That’s why information about customers, employees and other constituents is especially important for developing business opportunities, effectively engaging and empowering customers and emp
Helen Dewdney
JANUARY 22, 2018
I often hear from people how they think an ombudsman hasn’t been fair or impartial in their case. Most frequently I hear the criticism that the ombudsman always sees in favour of the trader because the trader pays for membership. What people don’t realise is that’s the only way an ombudsman can be funded! But more importantly what people don’t realise is that they pay for yearly membership but also pay per case when the customer pays nothing.
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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.
CloudCherry
JANUARY 22, 2018
Customers today expect brands to be one step ahead of them. That implies that they are looking for experiences that are accompanied by the ‘ wow ’ factor. To deliver on these expectations, however, the pre-requisite is that organizations need to be proactive. More than having the ability to understand what customers need today, brands have to predict what customers want tomorrow.
CSM Magazine
JANUARY 22, 2018
Gas utility business customer satisfaction scores have reached their highest levels ever, as measured in the J.D. Power 2017 Gas Utility Business Customer Satisfaction Study, SM. With an overall satisfaction score of 792 (on a 1,000-point scale), gas utility business customers are now the most satisfied among all utility customers surveyed by J.D. Power. “Gas utilities have put huge efforts into customer safety preparedness during the past few years, and those efforts are starting to pay o
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