Experience Matters

NOVEMBER 9, 2017

In a recent post, Temkin Group analyzed 10 emotions that consumers feel after completing a number of different interactions. We decided to dig deeper into one of those interactions, getting tech support for a computer. We analyzed the emotional responses across different ages of consumers after that interaction and found that: All ages of consumers are most likely to feel relieved The next most frequent emotions are happy and frustrated As you can see in the chart below: 18- to 24-year-olds: Whi

Groups 240

Groups Consumers Interaction Customer Experience 240

Customer Bliss

NOVEMBER 9, 2017

As I look back at an article I previously wrote – What will CX Look Like in 2017 , I’m excited to see some of the progress that has been made in the industry. There’s a continuing focus on brands improving customer experience to lead customer-driven growth. They realize that this is an investment that will be incredibly helpful if they want to be competitive.

Trends 204

Trends Customer Experience Customer Insights Customers 204

Happy or Not

NOVEMBER 9, 2017

Criticism or negative feedback isn’t the nicest thing to deal with in a business, right? Of course not, but the good thing about it, is that it can be turned into opportunities to improve your business processes and make your customers happier! Let’s discuss. The post How Negative Customer Feedback is Good for Your Business (No, Really!) appeared first on HappyOrNot.

Feedback 149

Feedback Course Customers 149

Michelli Experience

NOVEMBER 9, 2017

__. Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Follow on Twitter: @josephmichelli. The post {Infographic} Gratitude is a Customer Experience Differentiator appeared first on Joseph Michelli.

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Infographics Customer Experience Consulting Customers 113

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ReviewTrackers

NOVEMBER 9, 2017

Online marketing is the keystone of any business in the digital age. The era of older marketing tools and channels, such as print, TV, radio, and other offline media, is mostly over. Today, an overwhelming number of consumers turn to resources on the Internet to find and choose great local businesses. One of the most effective strategies for building your business presence online is by claiming, building, and managing your business listing on online business directories, local listings, and onli

Social Media 80

Social Media Resources Consumers Feedback 80

Elevio

NOVEMBER 9, 2017

Have you ever been to a site and seen a popup with something along the lines of: “Hi there! Need some help with our pricing? We’re here to help!”. So you write back “Hi, I’m interested in your silver plan, but I have some questions”, only to get back an immediate response of “We typically respond in 1 business day”. C’mon. How is this different from the old school phone system we’ve grown to hate “Press 1 for sales, press 2 for billing. please hold, your call is important to us”.

System 81

System Sales Industry Strategy 81

Heart of the Customer

NOVEMBER 9, 2017

At Heart of the Customer, our team is reading Influence, the classic book by Robert Cialdini. While it’s an older book, it has a ton to offer to anybody looking to build action, including in the area of customer experience (CX). This week we’re up to Chapter 3, Commitment. Cialdini uses a ton of examples, […]. The post Use Commitment Science to Drive CX Change appeared first on Heart of the Customer.

Examples 68

Examples Customer Experience Customers Culture 68

Influitive

NOVEMBER 9, 2017

In August of 1991, two important events altered the technology field forever: The world wide web blinked into public existence. Geoffrey Moore published Crossing the Chasm—which would become the “the bible for entrepreneurial marketing” for the next 26 years. In Crossing the Chasm, Geoffrey outlined the ways disruptive technology companies could make the treacherous leap.

Technology 61

Technology Marketing Company Social Media 61

Helen Dewdney

NOVEMBER 9, 2017

The One Show today covers Terms and Conditions. Who reads them? Would you follow them if told? There are pages and pages of small print. How many of us tick the box that says “Agree to terms and conditions”, only to fall foul later when we need to complain? The Government thought so too and there was a call for evidence from the Department for Business, Innovation & Skills for consumers to provide feedback regarding their experiences.

How To 63

How To Consumers Tips Government 63

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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.

Communication

iPerceptions

NOVEMBER 9, 2017

This is the fourth blog post in a series that examines key Customer Experience metrics that every Voice of the Customer (VoC) program should measure to better understand the visitors’ digital experience. In this post, we look at a key CX metric that provides the only way to truly know if your visitors accomplished what they wanted to do on your website: Task Completion.

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Metrics Measurement Customer Experience Customers 48

Bold360

NOVEMBER 9, 2017

Ever feel overwhelmed when you go onto a retailer’s website or mobile app? Today’s ecommerce experiences put massive amounts of information at shoppers’ fingertips — but oftentimes this influx of data can be harmful to the customer experience. Navigating all the available information on a website can be both frustrating and create a roadblock for consumers shopping for a particular item or looking for a specific answer.

Chatbots 49

Chatbots Self Service Ecommerce Multi-Channel 49

Talkdesk

NOVEMBER 9, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. Customer experience is the sum of every interaction with a brand. Today’s customers expect intelligent and customized experiences want solutions right away. At Dreamforce 2017, Talkdesk brought together three cutting-edge technology companies to discuss the top technology trends in service and inside sales.

Trends 41

Trends Technology Chatbots Sales 41

LiveChat

NOVEMBER 9, 2017

To the novice advertiser, it might not seem like SEO and paid search ( PPC ) have a lot to do with each other. After all, PPC is all done through Google Adwords, while SEO is an all-encompassing process that takes weeks and even months to yield results. alt In reality, the two are practically made to work hand in hand. The data and insights gained from one can prove invaluable for the other.

Advertising 37

Advertising Report Data Tools 37

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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,

Tips

Talkdesk

NOVEMBER 9, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. 3 Top Technology Trends from Dreamforce 2017: It’s About Artificial Intelligence. Customer experience is the sum of every interaction with a brand. When it comes to support and sales, customers expect intelligent and customized experiences, and they expect solutions right away.

Trends 41

Trends Technology Chatbots Sales 41

Alliance by IFS

NOVEMBER 9, 2017

Astea noted for its innovative mobile application, product breadth and depth, and high customer retention rate. Today we announced our inclusion in the 2017 “Magic Quadrant for Field Service Management*” report based on our “product breadth, product depth and strong customer retention.” The report cites Astea as having “one of the highest customer retention percentages of any vendor,” “one of the market’s few end-to-end field service products,” and a highly modernized and configurable mobile app

Self Service 15

Self Service Management Customer Retention Customer Satisfaction 15

Talkdesk

NOVEMBER 9, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. Support agents represent the name and face of your business. When customers have an issue that may impact their loyalty, the experiences that truly matter aren’t with a logo, a brand logo or marketing slogan, it’s their interaction with your contact center agents.

Culture 40

Culture Contact Center Metrics Competitive Advantage 40

customer sure

NOVEMBER 9, 2017

If you’re doing business in Europe, you’ve probably caught wind of a major new piece of legislation, the GDPR, landing on the 25th May 2018. And if you spend any time on the internet, you’ve probably been exposed to a wide range of views about how you need to prepare; everything from “ignore it and it’ll go away”, to “pay a consultancy firm a lot of money and it’ll go away”.

Customer Satisfaction 59

Customer Satisfaction Survey How To Feedback 59

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

Talkdesk

NOVEMBER 9, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. Support agents represent the name and face of your business. When customers have an issue that may impact their loyalty, the experiences that truly matter aren’t with a logo, a brand logo or marketing slogan, it’s their interaction with your contact center agents.

Culture 40

Culture Contact Center Metrics Competitive Advantage 40

ReviewTrackers

NOVEMBER 9, 2017

Online marketing is the keystone of any business in the digital age. The era of older marketing tools and channels, such as print, TV, radio, and other offline media, is mostly over. Today, an overwhelming number of consumers turn to resources on the Internet to find and choose great local businesses. One of the most effective strategies for building your business presence online is by claiming, building, and managing your business listing on online business directories, local listings, and onli

Social Media 5

Social Media Resources Consumers Feedback 5

Talkdesk

NOVEMBER 9, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. Support agents represent the name and face of your business. When customers have an issue that may impact their loyalty, the experiences that truly matter aren’t with a logo, a brand logo or marketing slogan, it’s their interaction with your contact center agents.

Culture 40

Culture Contact Center Metrics Competitive Advantage 40

Magellan Solutions

NOVEMBER 9, 2017

According to one of the forefathers of the United States, Benjamin Franklin, “It takes many good deeds to build a good reputation, and only one bad one to lose it.” There are many healthcare institutions and hospitals that have great integrity and status. However, it can easily crumble with just one mistake. Healthcare and hospitals should not risk that one mistake and should try outsourcing some of their services like medical transcription.

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Healthcare Hospitality Travel Study 53

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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.

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