Experience Matters
JULY 23, 2018
We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2018. Here’s the executive summary of this annual review of employee engagement activities, competencies, and maturity levels for large companies: To understand how companies are engaging their employees, we surveyed 178 large companies and compared their responses with similar studies we’ve conducted in previous years.
GetFeedback
JULY 23, 2018
Here’s a look at how progressive profiling can help businesses personalize their marketing and better connect with their buyers.
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Kristina Evey
JULY 23, 2018
Episode 010 – The Last Impression of CX Counts More Than You Realize – Shownotes… You never get a second chance to make a first impression. The last impression needs as much focus as every other point in the customer journey. The last impression of their last interaction stays with them until the next time they contact you or someone from your company works with them.
GetFeedback
JULY 23, 2018
Learn how to engage your prospects and improve your customer experience through an omni-channel customer journey map.
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.
IntouchInsight
JULY 23, 2018
Learn about how one of our top customers is always improving customer experience at their locations with mystery shopping and customer satisfaction surveys.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Oracle
JULY 23, 2018
Dear Salesperson, It’s not me, it’s you. I’m sitting here reading your 25th email and I have to say – I have just as little inclination to respond as with your first outreach. You, on the other hand, are probably thinking something along the lines of the following: “Why can’t he just answer me?” “He can at least tell me that he’s not interested, rather than ignoring me.” “Maybe if I keep reaching out he’ll respond eventually
Wired and Dangerous
JULY 23, 2018
We live our lives on promises. From the time a child can grasp the concept of “cross my heart and hope to die,” there is a forever realization that anxiety can only be reduced through proof of trust while waiting for a promise to be kept. From “Scout’s honor” to “I do” to “the whole truth and nothing but the truth,” we seek cues that allay our worries.
ReviewTrackers
JULY 23, 2018
Your business probably has a Facebook Page and a Twitter account. And you have a LinkedIn company page where you’re growing a network of colleagues, employees, customers, partners, and business associates. And someone on your team is probably posting work-related photos on your company’s Instagram account. This is great! You have already planted your business flags on popular social media properties.
natero
JULY 23, 2018
Every company I've worked for has offered a different mix of resources to support Customer Success Managers (CSMs) when it came time to negotiate with current customers. At one startup, customers were mapped to an Account Executive, and CSMs would loop them into any contract discussions. In other organizations, I was the customer's sole point of contact as soon as they signed on the dotted line.
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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.
SurveyGizmo
JULY 23, 2018
From school bullying to workplace bullying, the level of unwanted and aggressive behavior is now a national conversation, placing pressure on state and local lawmakers to take legislative action. With nearly 90 percent of organizations projected by Gartner to compete solely on the basis of experience by 2020, factors that negatively impact experience must remain a top business priority.
Thematic
JULY 23, 2018
I wanted to share with you my learnings from when our team at Thematic organized and sponsored a free 3-hour workshop on Deep Learning for Sentiment Analysis, run by Dr. Felipe Bravo-Marquez. The workshop booked out within 24hrs of announcing it and more than 40 people attended. . Felipe was joined by co-host Dr. Edison Marrese. Both Felipe and Edison are Post Docs in the general area of Deep Learning focusing on NLP.
John Paul
JULY 23, 2018
Subscribing to a luxury corporate concierge service lets private wealth advisors fulfill clients’ most extravagant requests, 24-7 and globally. Better still, these services can be white labeled with an advisor’s brand, so the client thinks the advisor is the superstar who actually procured the penguins. “Financial advisors who really want to differentiate themselves from their competitors can use these services to provide extraordinary experiences that clients might not be able to find for thems
Beyond the Arc
JULY 23, 2018
Although no company likes to deal with customer complaints to the media, most realize that doing so is vital. And the consequences of not taking action can go far beyond just losing a customer, it can seriously damage your ability to maintain positive sentiment toward your brand. With social media platforms like Yelp and Twitter, Read More. The post Rules for handling customer complaints to the media appeared first on Blog @beyondthearc.com.
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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.
Genroe
JULY 23, 2018
One may be the loneliest number but, when it comes to Net Promoter, Zero is more special than you realise. I’ve been saying for a while now that when someone gives you a zero in a Net Promoter Score® survey they are not just providing feedback, they are sending you a message. If you choose to respond […]. The post Zero is a Special Net Promoter® Number appeared first on Genroe.
Confirmit
JULY 23, 2018
Planning the appropriate actions to improve your customer experience is hard and this can deter the cross-functional participation you need! Oftentimes, involving an unbiased, external CX expert to lead your Action Planning sessions is an effective means of driving engagement. Moreover, our Action Planning Labs are designed to be interactive, fun, and engaging, ensuring that all stakeholders are thoroughly invested in the process.
Genroe
JULY 23, 2018
One may be the loneliest number but, when it comes to Net Promoter, Zero is more special than you realise. I’ve been saying for a while now that when someone gives you a zero in a Net Promoter Score® survey they are not just providing feedback, they are sending you a message. If you choose to respond […]. The post Zero is a Special Net Promoter® Number appeared first on Genroe.
Confirmit
JULY 23, 2018
Planning the appropriate actions to improve your customer experience is hard and this can deter the cross-functional participation you need! Oftentimes, involving an unbiased, external CX expert to lead your Action Planning sessions is an effective means of driving engagement. Moreover, our Action Planning Labs are designed to be interactive, fun, and engaging, ensuring that all stakeholders are thoroughly invested in the process.
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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,
Quadient
JULY 23, 2018
There are a lot of elements to the customer experience (CX) process, from recording customer data to running CRM systems. It’s like baking a cake: the operation cannot succeed without all the right ingredients, and failing to follow the recipe could lead to disaster.
CSM Magazine
JULY 23, 2018
Providing excellent customer support is an essential part of today’s customer experience. Call center agents need the best tools to work with and luckily there are many to choose from. Here we take an in-depth look at a customer support platform that combines a help center, knowledge base, multi-channel ticketing system and call center all in one place – Wix Answers.
Forrester's Customer Insights
JULY 23, 2018
(Forrester clients, read full report “Give Your Brand A Voice — Literally” here) Voice is marketing’s most significant paradigm shift this decade —one that has far-reaching implications for how brands engage customers and prospects. Read Forrester’s latest report on Voice to learn why voice will flourish, what that means for your brand, and how to […].
GetFeedback
JULY 23, 2018
This is a guest post by Tom O’Brien, Director of Digital Marketing at TimeTrade. Retail is changing in 2018. What’s key? Creating an amazing customer experience through omni-channel customer journeys that engage your prospects where they are and help shuttle them through your sales funnel. In this post, we’ll explain how to create an omni-channel customer journey map for your retail business—and how you can use it to improve your customer experience.
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.
Amity
JULY 23, 2018
Optimizing productivity is important in any role but it requires particular attention in the world of customer success. As a CSM your schedule can be at the mercy of your customers and the multiple hats you need to wear throughout the days and weeks will pull you in different directions. In this post I hope to provide some guidance on how to stay organized and at peak productivity while ensuring your customers get the best service possible.
Grade.us
JULY 23, 2018
Picture this. You've mapped out a review strategy for your clients. Responding to online reviews isn't always easy or pleasant, but you know how to turn a disaster into a win. If your clients follow your lead, they succeed. They'll give you everything you need to boost their conversion rate. To make it easier to attract, convert and win new customers.
PeopleMetrics
JULY 23, 2018
The following is an excerpt from Listen Or Die by Sean McDade, PhD. The best VoC programs are squarely focused on integrating all types of customer feedback related to the customer experience. The result is that VoC becomes the single source of truth for all experiential customer feedback. And a key part of making this happen is your VoC software platform.
ShepHyken
JULY 23, 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. Geolocation: How Businesses Are Improving Customer Experience and Engagement by Robert Szyngiel. (CustomerThink) Welcome to the exhilarating world of geolocation-based marketing, where your physical coordinates are your biggest trump card.
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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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