Experience Matters

NOVEMBER 6, 2017

We published a Temkin Group report, Five Steps For Building A Strong CX Metrics Program. A robust customer experience (CX) metrics program allows an organization to systematically measure the quality of the experience it delivers to customers and provides insights that help companies spot improvement opportunities, prioritize investments, track CX progress, and unify the organization around a common goal.

Metrics 368

Metrics Report Groups Measurement 368

Wired and Dangerous

NOVEMBER 6, 2017

Menus can tell you a lot about a restaurant. Some menus have limited choices; some have way too many. Some have language like “no substitutions,” “salad bar extra,” or “breakfast only served until 10:30 am.” Some show you pictures of their featured meals; some have crazy entre names like “Whoopee burger” or “Don’s Big Mess.” There are restaurants that communicate what they think of young guests by the size of their “children’s menu.

Customer Experience 102

Customer Experience Customers Communication Interaction 102

Experience Matters

NOVEMBER 6, 2017

We published a Temkin Group report, Five Steps For Building A Strong CX Metrics Program. A robust customer experience (CX) metrics program allows an organization to systematically measure the quality of the experience it delivers to customers and provides insights that help companies spot improvement opportunities, prioritize investments, track CX progress, and unify the organization around a common goal.

Metrics 202

Metrics Report Groups Measurement 202

ShepHyken

NOVEMBER 6, 2017

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. Your Customer Service Team Should Be in Every Strategy Meeting by Jaspar Weir. (Entrepreneur) Get the people who know what your customers want and need — your customer service team — more involved in company decisions.

Customer Service 84

Customer Service Customer Centricity Customer Service Training Meeting 84

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Amity

NOVEMBER 6, 2017

You’ve emailed your customer multiple times, and nothing, still nothing. It’s painful, you can feel the customer getting closer to the dangerous churn zone, but you can’t seem to get a hold of them to chat or even schedule a call. This tends to happen a lot, customers get busy and they start thinking of you as a burden because they don’t see these calls as a priority.

How To 81

How To Roadmap Case Study Tips 81

Truthlab

NOVEMBER 6, 2017

Reading Time: 3 minutes Remember that scene from Glengarry Glen Ross (Top 5 movie for me and a great Play too) where Alec Baldwin’s character has been brought in by the home office to motivate the underperforming sales team? He tells them: “Always Be Closing.” And that’s good advice for user experience teams also, but with a slight twist: […].

User Experience 59

User Experience Sales Customer Experience Design Leadership 59

Magellan Solutions

NOVEMBER 6, 2017

Outsourcing HR services has become a trend among businesses. What was once known as a pure in-house function is now being performed by third service providers. In fact, 30 percent of the respondents in a 2014 Deloitte survey said that their company are outsourcing payroll time and administration services — one of the essential HR services in every business organization.

Company 53

Company Policies Report Analytics 53

CX Ahead

NOVEMBER 6, 2017

This article was originally published on the CX Network, a leading portal for senior decision makers in #CX and #Marketing. The latest tech is helping to streamline CX in the hospitality industry, but what are some of the key players to look at to create that unforgettable experience? There is no denying that over the […]. The post Designing memorable dining experiences through the finest of technology appeared first on CX Ahead.

Technology 40

Technology Hospitality Industry Marketing 40

Verint

NOVEMBER 6, 2017

Bell Canada is Canada’s largest communications company, providing broadband internet, television and mobile services to businesses and consumers throughout the country. To help maintain market leadership in an increasingly competitive marketplace, Bell Canada has put a significant focus on continuous improvement across their enterprise—with a particular emphasis on improving their customer experience (CX).

Contact Center 30

Contact Center Leadership Video Feedback 30

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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

Comm100

NOVEMBER 6, 2017

Introduction. Social media is a modern day holy grail for businesses: should your company achieve a successful social media strategy, the promise is happiness (for you and your customers), abundance (of engagement and incoming cash flow), and longevity (of your corporation… social media is, after all, a major driver of what keeps businesses relevant nowadays).

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Social Media Examples Customer Service Tips 149

Talkdesk

NOVEMBER 6, 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. It’s hard to believe that only five years ago Peloton set out to revolutionize the at-home fitness industry. The billion dollar startup, founded in 2012, has cornered the indoor fitness market, combining cutting-edge bike technology with world-class trainers, equipment and analytics to make world-class fitness classes available at

Sales 8

Sales Analytics Technology Training 8

Beyond Philosophy

NOVEMBER 6, 2017

Contact centers are often the communications lifeblood of a business. It’s where clients get the opportunity to talk to a ‘real person’, whether it’s by phone, live chat or even something as simple as email, and it’s where your employees have the greatest chance to take ownership of the customer experience. After all, even though everyone in the company is technically responsible for delivering a great customer experience, those people who come into direct contact with your current a

Contact Center 111

Contact Center Call Center Wait Times Training 111

LiveChat

NOVEMBER 6, 2017

Product Hunt (PH for short) is definitely the place to be when you launch a new product. It can help you to reach your first users, testers, investors, journalists and more! After submitting over a dozen tools on Product Hunt (and reading the whole Internet about it), I gained enough knowledge to teach you how to squeeze the most out of this platform.

Social Media 56

Social Media How To Tools Video 56

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