BlueOcean
JUNE 21, 2017
Looking for an outsourced contact center partner is one of the most complex undertakings for any strategic sourcing professional. It requires a thorough understanding of the contact center world as well as the inner workings of your organization’s processes, business objectives, and brand promises. Finding the right contact center for you is going to take more than a strategic RFP.
NICE inContact
JUNE 21, 2017
With the inclusion of so many technologies, and more coming, companies may be wondering what customers want? How can they, as an organization, provide the elevated customer experience? Give Customers What They Want: Fast Action and Human Interaction. Brands should tune into their customer preferences to ensure they’re providing the best possible experience.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
GetFeedback
JUNE 21, 2017
Website Surveys give you all the power of a GetFeedback survey, and they can live anywhere on your site. Engage more web visitors—no coding required.
Kerry Bodine
JUNE 21, 2017
A few years ago, one of my best friends bought me a poster. It arrived in a large envelope, folded up into quarters. As I pulled it out, I could see that one side was blank white and, as my fingertips soon discovered, the other side was covered in a thick carbon film. It was impossible to remove the poster without getting the carbon all over my hands… With every movement, my fingers acquired more powder and promptly dotted the periphery of the blank white side with black smudges.
Advertisement
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.
ShepHyken
JUNE 21, 2017
My buddy went to dinner with his wife to celebrate their anniversary. The server overheard them talking about how many years they had been married and was flattered they chose to spend their special night at the restaurant. So, he brought them over complimentary champagne. They were surprised and most appreciative. That is, until the bill came. As my friend looked over the bill he noticed there were two complimentary glasses of champagne on the bill had a charge of two dollars per glass.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Eptica
JUNE 21, 2017
Date: Wednesday, June 21, 2017 Demonstrating the financial ROI of better customer experience. Published on: June 21, 2017. Author: Vincent Giraud All organizations understand the importance of customer experience to the bottom line. CX is at the heart of differentiating yourself from the competition , whatever sector you are in, and key to retaining customers.
Amity
JUNE 21, 2017
In the first part of this blog post series, we introduced the concept of Customer Maturity Index (CMI). We suggested that some of the current methods of assessing a customer’s health in order to determine the best actions to take with them are ineffective. 1. The Problem: The Current Customer Health Score is Useless. Current methods are focused on calculating a Customer Health Score (CHS) , which is a measure of the relationship between the vendor and the customer.
iPerceptions
JUNE 21, 2017
We are living in an unprecedented era where it’s easier than ever to engage with customers. Also, it’s easier for customers to engage with brands. This two-way dialogue with customers can be a gold mine for e-commerce companies looking to improve the experience.
Amity
JUNE 21, 2017
A customer success plan is a blueprint by which both you and your customer can achieve mutual success. Are they really necessary? I mean, a lot of times, success is pretty obvious. If I have a Gmail account, isn’t success sending and receiving emails? How much more can it be? Maybe I chose Gmail because it was a light SaaS platform, or I have an Android phone, or because it's free vs. other options?
Advertisement
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.
Magellan Solutions
JUNE 21, 2017
Online data input jobs play an integral role within organizations, helping companies sort and process vast amounts of information. A typical data entry job description includes the feeding, maintenance, and retrieval of data with the use of computer systems. It involves collating and storing data in a manner that is accurate and efficient. If you believe that the job is easy and repetitive, think again – while most data entry professionals focus solely on inputting data, others may be required t
Clicktools
JUNE 21, 2017
by CallidusCloud CX Guest Blogger, Annette Franz, CCXP. ~~~. Not seeing the results or improvements you expected to see from your customer listening efforts? Why is that? What’s going on? I’ve been known to cite two reasons for VoC program ineffectiveness: Companies simply “collect feedback , ” just like some people collect stamps, which requires you to: buy the stamps, put them in a book, put them on a shelf, and forget about them; similarly, companies listen to customers, analyze t
InteractionMetrics
JUNE 21, 2017
I know you get asked to take surveys all the time, because I do. Even the shortest business trip results in at least 5 surveys: Delta wants to know about your flight; Hilton wants to know about your stay; Enterprise asks about your car rental and on and on. But the most prevalent of all […]. The post How to Make your Survey Better than Nordstrom, Lowe’s, and Wal-Mart appeared first on Interaction Metrics Blog.
Engine Insights
JUNE 21, 2017
“How are we ever going to achieve our goals if we don’t what they are?” the CCO for a large Pharmaceutical company asked rhetorically. He was making a point that many in the industry surprisingly pay little attention to; it is the question of “what is it that would you say you are trying to accomplish?” Sound basic, but in the rush to do something, sometimes we don’t ask why we are doing it.
Advertisement
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,
InteractionMetrics
JUNE 21, 2017
Survey Overload I know you get asked to take customer feedback surveys all the time, because I do. Even the shortest business trip results in at least 5 surveys: Delta wants to know about your flight; Hilton wants to know about your stay; Enterprise asks about your car rental and on and on. But the […]. The post How to Make Your Survey Better Than Nordstrom, Lowe’s, and Wal-Mart appeared first on Interaction Metrics.
Engine Insights
JUNE 21, 2017
Thinking about overhauling your CX program? With technology playing such a large role in modern VOC systems, it is critical you get that right BEFORE you issue that P.O. At ORC we curate and recommend the right technology for the right VOC program through our partnership network. We have done the testing and learning so you don’t have to. Interested in learning more?
InteractionMetrics
JUNE 21, 2017
I know you get asked to take customer satisfaction surveys all the time, because I do. Even the shortest business trip results in at least 5 surveys: Delta wants to know about your flight; Hilton wants to know about your stay; Enterprise asks about your car rental and on and on. But the most prevalent […]. The post How to Make Your Survey Better Than Nordstrom, Lowe’s, and Wal-Mart appeared first on Interaction Metrics.
Engine Insights
JUNE 21, 2017
What makes CX programs fail or fly? Well, a bunch of things…but the one common denominator tends to be around proper leadership. Leadership from the top that supports a Customer Centric culture in words, actions, and resources. After that support is in place the path to success is still tough…but it has much higher chance of success. Learn more about how to create a sustainably successful CX program here and a step by step guide to do so here.
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.
InteractionMetrics
JUNE 21, 2017
I know you get asked to take customer satisfaction surveys all the time, because I do. Even the shortest business trip results in at least 5 surveys: Delta wants to know about your flight; Hilton wants to know about your stay; Enterprise asks about your car rental and on and on. But the most prevalent […]. The post How to Make Your Survey Better Than Nordstrom, Lowe’s, and Wal-Mart appeared first on Interaction Metrics.
Engine Insights
JUNE 21, 2017
Measure twice cut once is the carpenter’s rule. In practice, many CX programs tend to measure 10 times and never really get around to cutting. Many CX programs are struck by the lethal organizational condition of “paralysis-by-analysis”. How to remediate that deadly condition? It’s about moving quick, it’s about learning quick, and it’s about fixing quick.
ForeSee
JUNE 21, 2017
The news of Amazon’s Whole Foods acquisition sent the stock prices of many major grocery chains plummeting. At first glance, this may seem odd since Amazon is a relative new. The post Wall Street’s reaction to Amazon buying Whole Foods can be explained through CX appeared first on ForeSee.
Talkdesk
JUNE 21, 2017
Today’s most active support teams handle nonstop incoming activity from their customers. They have to move fast and utilize multiple channels to keep all their customers satisfied and all their communications on message. It’s not an easy task, especially for a growing company. We’re happy to announce that we’ll be discussing this topic in a webinar next week with our friends at Front.
Advertisement
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.
Forrester's Customer Insights
JUNE 21, 2017
Early last year, Forrester defined a new player in data and analytics services, the insights service provider. Over the past 18 months, our research has produced a number of reports defining the category, digging into specific industry and functional or domain specialists , identifying what really makes a true insights provider stand out (hint, it's decision support ) and addressing questions that companies have about how best to select and engage these new service providers.
MyCustomer
JUNE 21, 2017
Engagement 10 profile tips to improve journey mapping.
ijgolding
JUNE 21, 2017
Resignation. Sufferance. Tolerance. Three words from the English dictionary. Three words that you would not typically want to associate with the subject of Customer Experience. Yet these three words are the ones that regularly go through my mind when I interact with organisations that if I had the choice, I would much rather NOT interact with at all.
QuestionPro Audience
JUNE 21, 2017
Emotional intelligence, not to be confused with IQ or being emotional, is the capability of individuals to use emotional information to guide thinking and behavior. Interestingly enough, emotions are a huge driver for consumer decision-making. Successful brands are conducting Emotional Market Research to identify emotional values in order to position themselves against competitors and increase authenticity in their storytelling.
Advertisement
Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?
Customer Alignment
JUNE 21, 2017
30% of senior leaders are confused about who should take ownership of customer experience. They know that it should be the top priority but are seemingly unclear about who should be in a leadership position. Customer Experience must be coordinated across silos and vertical divisions of organisations; but where should ownership for the Customer Experience really lie?
Verint
JUNE 21, 2017
You’ve scored big with C-level buy-in and you’re starting to engage the frontlines. Here are three strategies for ensuring middle managers are CX advocates, too. Some frontline employees are CX naturals. They have an intrinsic understanding of what it means to be customer-centric in the work they do. Far more common are the employees who need support from their supervisors and managers when it comes to putting their daily tasks in the context of enterprise-wide CX strategies.
Expert insights. Personalized for you.
174 
Let's personalize your content