Experience Matters
AUGUST 17, 2016
We study 100’s of companies that use Net Promoter® Score (NPS®) and work with dozens of others that are in different stages of NPS deployment. We also publish one of the most comprehensive annual NPS benchmark studies. This gives us a unique view on how organizations use this popular customer experience metric. Every year or so, after […].
Michelli Experience
AUGUST 17, 2016
Ok, I admit the issue of employee versus customer primacy falls into the category of unanswerable debates such as which came first the chicken or the egg. That said, many leaders continue to articulate a mantra that either the customer or the employee “comes first.”. While I personally like to side-step this looping debate by suggesting that “all business is personal,” and that personal connections must be formed with the people we call employees in order for those people to profit and serve o
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Michel Falcon Experience
AUGUST 17, 2016
Whether you went to business management school, or learned how to manage employees in a non-traditional way, you know this: positive reinforcement works! Doing so will, more often than not, increase employee engagement. The Workplace Research Foundation says that highly engaged employees are 38% more likely to have above-average productivity. Employee engagement software company, 15five, recently published a blog post covering some very interesting employee engagement trends for 2016.
Beyond Philosophy
AUGUST 17, 2016
I was intrigued by Arianna Huffington’s announcement last week that she is leaving the Huffington Post to concentrate on her new health and wellness startup. Her new company, Thrive Global, is a corporate and consumer platform aimed at reducing stress, exhaustion and burnout and putting an end to the idea that burnout is a necessary price of success.
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Think Customers
AUGUST 17, 2016
It's unquestionable that for most businesses, customer reviews have become a critical part of customer engagement. In addition to the traditional aspects of running a business, business owners are increasingly paying attention to what's being said about them online. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Helen Dewdney
AUGUST 17, 2016
Nick Dilworth writes a guest post on the state of the benefits system and what to do if you have problems with benefits. Holding the state to account. Having helped many hundreds of people battle with the Secretary of State over benefit decisions which are often full of flaws, badly reasoned and which are all too often overturned by independent Tribunals allowing appeals in favour of the claimant, I am increasingly concerned about the gross erosion of access to justice following cut backs in leg
ForeSee
AUGUST 17, 2016
A version of this article first appeared on LinkedIn. For many leading brands, measuring the customer experience (CX) for the best possible results is no longer a big unanswered question. The post How to reward your team for improving customer experience appeared first on ForeSee.
Forrester
AUGUST 17, 2016
CXDC 2016 is just around the corner, and we have an incredible agenda featuring 25+ Federal CX leaders and top Forrester analysts. I asked two of our speakers from the Department of Veterans Affairs (VA) - Sarah Brooks, Director, Insight & Design and Julia Kim, Chief of Staff, Veterans Experience - to chat about some of the ways VA is improving the customer experience (CX) for veterans.
Perceptive
AUGUST 17, 2016
Valuable insights derived from good market research provides a basis for knowing how your business is performing and also what you should focus on in your marketing.
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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.
Avaya
AUGUST 17, 2016
All my life I’ve heard the phrase “it takes a village” from the mouths of parents working hard to raise well-balanced kiddos. The meaning of the phrase never hit home for me until I became a parent myself and realized just how much we rely on family members, neighbors, daycare teachers… all of those folks that help us care for and mold our children.
Talkdesk
AUGUST 17, 2016
There are some jobs that are just harder than others and call center agents have a difficult role to fill. On a daily basis, they have the challenge of calming frustrated and angry customers, often while lacking the tools and respect found in other job opportunities. In yesterday’s blog post , we gave tips #1-5 for helping your call center agents to succeed.
Waypoint Group
AUGUST 17, 2016
It’s no secret that B2B customer marketing works best when you have a formalized plan to help manage your word-of-mouth for growth. So it wasn’t all too surprising to us when our latest research demonstrated just that: Specifically, successful advocate marketers, who we have labeled “Achievers” in the report, are much more likely to have invested in referral and reviews programs.
Kate Nasser
AUGUST 17, 2016
JOIN us in #PeopleSkills global Twitter chat 10amET to discuss responding well to verbal attacks at work and at home. Are you ready or do these insults take you by surprise? Host: Kate Nasser, The People Skills Coach™ and insightful global community. The post Responding to Verbal Attacks: JOIN People Skills Chat Aug. 21 appeared first on KateNasser.com.
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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,
The DiJulius Group
AUGUST 17, 2016
The RBF Syndrome RBF Poster Girl Anna Kendrick For those who may not be aware, RBF is a face that, when at ease, is perceived as angry, irritated or simply … expressionless. It is popularly known as RBF (resting b h face). It is commonly caused when a person makes a face, unaware, when thinking hard […].
MyCustomer
AUGUST 17, 2016
Engagement 7 different ways to measure customer satisfaction.
Brad Cleveland Blog
AUGUST 17, 2016
As a primary customer touchpoint, the contact center has enormous potential to provide other business units with valuable intelligence and support. This can include input on customers, products, services and processes — information that, when captured, identified, assimilated and turned … Continue reading → The post Transform Knowledge into Intelligence and Support appeared first on Brad Cleveland.
Customer Interactions
AUGUST 17, 2016
Flexibility and Agility: Catalysts for Transforming Customer Feedback into Business Success
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.
Brad Cleveland Blog
AUGUST 17, 2016
As a primary customer touchpoint, the contact center has enormous potential to provide other business units with valuable intelligence and support. This can include input on customers, products, services and processes — information that, when captured, identified, assimilated and turned into usable knowledge, can literally transform an organization’s ability to identify and meet customer expectations and demands.
LiveChat
AUGUST 17, 2016
In this week’s article on big customer service, we take a closer look at support done on a really big scale. We have three companies lined up that definitely fit this bill: Amazon , a one-stop shopping destination for thousands of customers around the globe, along with two huge cable/internet providers: Verizon and Comcast. We’ll take a closer look at the customer service options available in Amazon, Verizon and Comcast customer service.
Brad Cleveland Blog
AUGUST 17, 2016
As a primary customer touchpoint, the contact center has enormous potential to provide other business units with valuable intelligence and support. This can include input on customers, products, services and processes — information that, when captured, identified, assimilated and turned into usable knowledge, can literally transform an organization’s ability to identify and meet customer expectations and demands.
Amity
AUGUST 17, 2016
In any given business, learning is essential -- but this is especially true for early stage companies that are still defining themselves. In addition to making customers happier and more successful, your Customer Success team can serve a critical role by helping your organization clarify its Value Proposition. The Role of Learning. Initial assumptions made when launching a business are frequently off the mark.
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Avaya
AUGUST 17, 2016
When we talk about what has changed within the last 25 years in technology, communications and business, it feels only possible to scratch the surface. 25 years ago, the World Wide Web became publicly available. The first iPhone would be brought to market 16 years later, bringing to extinction dozens of devices that took decades to invent. If you really want to see the stark difference a quarter century can make, take a look at this Radio Shack ad from 1991: portable CD players, PCs, handheld ca
Strativity
AUGUST 17, 2016
Inc. Magazine Unveils 35th Annual List of America’s Fastest-Growing Private Companies—the Inc. 5000 . Strativity Group Inc. is the undisputed leader in customer experience design and transformation . NEW YORK, August 17, 2016 — Inc. magazine today ranked leading Customer Experience Design and Transformation firm, Strativity Group Inc. on its 35th annual Inc. 5000, an exclusive ranking of the nation’s fastest-growing private companies.
Vonage
AUGUST 17, 2016
Even while on vacation with my family, I can’t help but take note of the customer service – or lack thereof. One resort employee denied a simple request using one of my least favorite phrases: I’m sorry, it’s our rule. Six of us had gathered for an early morning breakfast and wanted to sit together on the patio, where all of the tables were set up for four people.
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