InMoment XI
JUNE 5, 2017
Employee engagement is well accepted as a Key Performance Indicator of thriving organizations. But while engagement has been regularly measured for decades, engagement levels have largely remained unchanged. Gallup, who tracks U.S. employee engagement in their annual State of the American Workplace report, has reported that roughly 70 percent of U.S. employees are not engaged.
Experience Investigators by 360Connext
JUNE 5, 2017
Seems obvious, right? It’s hard to have customers if you don’t have sales. True. But what happens after the sale? What happens when you are trying to establish relationships with prospects but don’t know what will hurt the relationship later? Too often, organizations with great intentions sabotage their customer’s experience before it even starts!
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ijgolding
JUNE 5, 2017
I have just returned from a wonderful four-day city break to Paris. Family time, glorious weather (in the main) and one of the world’s most beautiful cities, made for a quite fabulous combination. I have been to the French capital many times, but this trip topped them all. From our lovely boutique hotel; to the friendly people (we only encountered one particularly grumpy rail employee in four days); to having dinner in the Eiffel Tower; to seeing astonishing artwork from the likes of Leona
InMoment XI
JUNE 5, 2017
Employee engagement is well accepted as a Key Performance Indicator of thriving organizations. But while engagement has been regularly measured for decades, engagement levels have largely remained unchanged. Gallup, who tracks U.S. employee engagement in their annual State of the American Workplace report, has reported that roughly 70 percent of U.S. employees are not engaged.
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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.
GetFeedback
JUNE 5, 2017
Modern consumers want modern experiences. Personalized surveys help brands collect better data and make smarter decisions with customer feedback.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Kerry Bodine
JUNE 5, 2017
In my last post , I mentioned that some of my early journey mapping clients were investment firms that wanted to map journeys like “saving for retirement” or “building financial wealth.” These journeys were of obvious importance to my clients: By understanding customers’ mindsets and needs along the way, they could help them save more and invest better—benefitting both customers and the business.
Experience Matters
JUNE 5, 2017
We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2017. Here’s the executive summary of this annual review of employee engagement activities, competencies, and maturity levels for large companies: Engaged employees are critical assets to their organization. It’s not surprising, therefore, that customer experience leaders have more engaged employees than their peers.
Beyond Philosophy
JUNE 5, 2017
One of the annoying things about business travel is that you tend to need things in your hotel room at the worst time. More shampoo when you’re still in your pajamas. A mending kit to repair a button in time for your dinner meeting. The hotel staff, while generally helpful and accommodating, has other things to do. So you wait. It’s not the best customer experience, but if you travel often, you learn to live with it.
Experience Matters
JUNE 5, 2017
We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2017. Here’s the executive summary of this annual review of employee engagement activities, competencies, and maturity levels for large companies: Engaged employees are critical assets to their organization. It’s not surprising, therefore, that customer experience leaders have more engaged employees than their peers.
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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.
Wired and Dangerous
JUNE 5, 2017
The dinner party was super important because of the particular guests invited. It was one-fifth entertainment, one-fifth showcase, and at least five-fifths big-deal sales opportunity! The caterer had delivered over-the-top hors d’oeuvres, the contracted chef had prepared a perfect meal, and the bottles of white wine were perfectly chilled. Then, disaster struck!
Win the Customer
JUNE 5, 2017
Giving employees the freedom to work from home can impact how much they love their job and their desire to stay. A survey by Leadership IQ found people are 87 percent more likely to love their job if they work from home or remotely. And aside from happiness with working at home, companies can recruit top talent regardless of where they live to gain an edge over their competition.
transcosmos Information Systems
JUNE 5, 2017
In a customer-centric industry, your business should be able to identify and relate with customers’ wants and needs. Think of it as a ripple effect: when you make your customers happy, they will recommend your business, which then leads to improved company value and growth. Times and perceptions change. Businesses struggle to come up with strategies as customers’ purchasing power and influence develop.
ShepHyken
JUNE 5, 2017
Each week I read a number of customer service and experience 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. 11 Tips to Save Your Retail Business From Extinction by Anne Pilon. (Small Business Trends) Brian Solis gives an overview of the top trends that retail businesses can use to survive and thrive in today’s environment.
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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,
Avaya
JUNE 5, 2017
The novelty of free, public Wi-Fi networks is gone—connectivity has become an expectation. Steep competition among leading smartphone manufacturers and improvements in cellular networks have driven the always-on era, fuelled by data-hungry Gen Y and Millennials, which are padding adoption figures and expanding the possibilities of brand engagement through devices.
Confirmit
JUNE 5, 2017
Here we are in 2017, the customer experience (CX) industry has evolved and grown, and everyone seems to have an opinion on customer experience best practices. The Internet is awash with recommendations from lessons learned by other practitioners and consultants. CX best practices are everywhere, and the take-home message is often: These ideas worked so well for my program, replicate my efforts and surely this will work for your CX strategy, too.
Magellan Solutions
JUNE 5, 2017
When you think about it, architectural and design firms are among the most expensive businesses to run, given the huge investments they have to make in terms of equipment and staff. Drafting software programs, 2D to 3D computer-aided design (CAD) tools and a host of specialized technological systems are needed to support the professionals working in these companies.
Confirmit
JUNE 5, 2017
Canon Solutions America's Enterprise Managed Services Division is committed to being a customer experience leader. Their Voice of the Customer program drives innovation, transformation and loyalty that enables the company to deliver continuous improvement across the board. But that’s not enough for Canon EMSD. For them, Customer Experience is not just about listening to customers.
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.
Stella Connect
JUNE 5, 2017
This week, we’ve enjoyed meeting and sharing ideas with like-minded professionals at the ICMI conference in Orlando. But we’re also looking ahead to the next great industry event: this year’s CCW Conference & Expo , June 26–30 in Las Vegas. To help you gear up for the conference—and get the most out of it while you’re there—we’ve compiled a list of 15 sessions, sponsors, and industry experts with a lot of value to offer. 5 Must-See Sessions.
MyCustomer
JUNE 5, 2017
Engagement Improve journey mapping with better buyer personas.
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