Customer Bliss
SEPTEMBER 7, 2017
Last week, we highlighted what Southwest Airlines was doing for those displaced by Hurricane Harvey , and now we have a few more examples to share: Mattress Mack: This story has gotten some attention , and “Mattress Mack” (real name is Jim McIngvale), who owns several Houston-area furniture stores, has opened his doors to those displaced by Harvey.
Uniphore
SEPTEMBER 7, 2017
Delivering exceptional customer experience is the holy grail of modern business, but like King Arthur’s knights, you are unlikely to find what you seek without an effective map. Read More.
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InMoment XI
SEPTEMBER 7, 2017
Emotions are both powerful and complicated. They play a significant role in both our purchase decisions and our future customer loyalty. Consider for a moment the standout customer experiences that you have experienced with brands you love – or hate. I became a life-long Nordstrom customer years ago when through ill fated circumstances, I didn’t.
NICE inContact
SEPTEMBER 7, 2017
Did you know that the first text message ever was sent on Dec. 3, 1992? It simply read: “Merry Christmas”. Finnish engineer Matti Makkonen had first conceived of the idea back in 1984. Fast forward to 2017: an astounding 15 million plus text messages are sent every minute of the day across the globe, but only a fraction of all those texts are customer service related.
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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.
InMoment XI
SEPTEMBER 7, 2017
Emotions are both powerful and complicated. They play a significant role in both our purchase decisions and our future customer loyalty. Consider for a moment the standout customer experiences that you have experienced with brands you love – or hate. I became a life-long Nordstrom customer years ago when through ill fated circumstances, I didn’t.
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
SEPTEMBER 7, 2017
I’ve had the honor and pleasure of serving as the head of the jury for this year’s Service Design Awards. As a jury member since the inception of the award in 2015, I’ve seen a steady increase in the quality of the award submissions—and this year was no exception. I was particularly impressed with the quality of this year’s student submissions, many of which were on par with the professional work submitted.
CX Journey
SEPTEMBER 7, 2017
Image courtesy of Pixabay Do you know the top three secrets of VoC success? Strong Voice of the Customer (VoC) programs are a foundational element for any CX transformation. Transformations grounded in customer understanding lead to better outcomes for the business and for the customer. And so it was on that premise that I compiled the three secrets of VoC success for a recent CMSWire.com webinar, in advance of my keynote at DX Summit in Chicago this November.
Amity
SEPTEMBER 7, 2017
You don’t really have a business until you have reached the holy grail of entrepreneurship: Product/Market Fit. Product/Market Fit, or the point at which your product can effectively satisfy a strong market demand, is the sign you’ve launched a successful venture and are on track to raising the funds you’ll need to scale both the product and the company.
Bold360
SEPTEMBER 7, 2017
When it comes to customer experience, brands are most often put to the test during a crisis. Whether it’s a tech glitch like Samsung’s recent smart TV crash or issues with seat selection at JetBlue, every company has a bad day now and again. Whether it’s a big issue or a relatively small one, support teams are often inundated with questions and requests and how they respond can mean the difference between a brand antagonist and a brand champion.
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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?
iPerceptions
SEPTEMBER 7, 2017
The summer holidays have come to an end. Everyone is now back at school. Wearing white is now somewhat of a taboo (yes, some believe wearing white after labor day is a fashion no-no). Also with this came a whole bunch of new stats and stories about the customer experience to pour over. So let’s dive right into it.
Amity
SEPTEMBER 7, 2017
You don’t really have a business until you have reached the holy grail of entrepreneurship: Product/Market Fit. Product/Market Fit, or the point at which your product can effectively satisfy a strong market demand, is the sign you’ve launched a successful venture and are on track to raising the funds you’ll need to scale both the product and the company.
Topdown
SEPTEMBER 7, 2017
Forrester VP and Principal Analyst Craig Le Clair ( @CSLeClair ) made some predictions about customer communications management (CCM) in The Future of CCM: Communications-As-A-Service. The report sheds light on strategic choices for enterprise architects struggling to figure out how CCM fits in an increasingly cloud-centric, multi-platform digital experience technology landscape.
MyCustomer
SEPTEMBER 7, 2017
Engagement Why candidate experience is customer experience.
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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,
Brad Cleveland Blog
SEPTEMBER 7, 2017
Adherence to schedule is an important performance objective for agents. It is within their control (when implemented appropriately) and measures if agents are available to handle contacts as scheduled. However, to ensure your approach is supporting the culture you want to establish, consider these suggestions for getting the best results: 1.
Talkdesk
SEPTEMBER 7, 2017
The 2017 Talkdesk Road Show is off to NYC ! With the customer service industry growing and changing so quickly these days, it’s important to stay on top of the latest trends. Come join us on Sept 12th to hear from our incredible speakers. They will be discussing how to use the latest technologies to improve customer interactions so that they are smoother, happier and reduce the cost that has been associated with contact centers in the past.
West Monroe
SEPTEMBER 7, 2017
Last week I attended “ Leadership Excellence ” training at the “happiest place on earth”…Disneyland (actually, at the Disney Institute at Disneyland). At first blush, that is an unusual place to go for this type of training. Customer Experience (CX) training at Disney makes a lot of sense, but why leadership training? Disney is not only a leader in CX but also a long standing market leader in their industry, so they must be doing something right.
Clarabridge
SEPTEMBER 7, 2017
This blog post is part 3 of our Debunking Natural Language Processing (NLP) series. Throughout this series, Ellen will highlight several features that help Clarabridge users go beyond simple topic analysis. This series will show you how new types of analysis aren’t so farfetched after all! When we think of grammar, some of us are still haunted by nightmarish flashbacks of diagramming sentences in middle school.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Strativity
SEPTEMBER 7, 2017
Loyalty360 Thought Leadership Series: Strativity Group. The post Loyalty360 Thought Leadership Series: Strativity Group appeared first on Strativity.
Brad Cleveland Blog
SEPTEMBER 7, 2017
Adherence to schedule is an important performance objective for agents. It is within their control (when implemented appropriately) and measures if agents are available to handle contacts as scheduled. However, to ensure your approach is supporting the culture you want … Continue reading → The post Adherence to Schedule Tips appeared first on Brad Cleveland.
Verint
SEPTEMBER 7, 2017
Mini-journey mapping and other employee/customer engagement strategies can help make your next conference the best one yet. Customer conferences provide a wealth of opportunities for companies to build long-lasting relationships with customers, but exciting keynote speakers and relevant breakout sessions aren’t the only ingredients for success. From registration to closing, every interaction—even the micro ones—between your customers and your employees can make the difference between an amazing
Brad Cleveland Blog
SEPTEMBER 7, 2017
Adherence to schedule is an important performance objective for agents. It is within their control (when implemented appropriately) and measures if agents are available to handle contacts as scheduled. However, to ensure your approach is supporting the culture you want to establish, consider these suggestions for getting the best results: 1.
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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.
Comm100
SEPTEMBER 7, 2017
Whether you are bringing aboard new live chat agents or setting up your live chat dream team for the very first time, you want to make sure that you are hiring agents that will have a positive impact on your team and your customers. These live chat interview questions and answers will help you get to know your prospective agents, and decide if they are the best match for your company.
Up Your Service
SEPTEMBER 7, 2017
The nature of work keeps changing. And it’s determining who wins and who loses. Mass production defined work in the 20th century. Jobs became a well-defined set of tasks organized into a scalable working structure. Even now we continue to improve the quality and efficiency of our work by precisely measuring, regrouping, and even eliminating jobs. Work involves two underlying interactions – making and responding to requests.
Avaya
SEPTEMBER 7, 2017
Consider how much has changed over the last decade in terms of technology and the customer experience (CX). About 10 years ago, the first iPhone would be hitting the U.S. market soon. Social media platforms like Snapchat and Instagram wouldn’t be released until three or four years later. At the time, sophisticated interaction channels like social media, web chat and presence were available to enhance the CX.
Strativity
SEPTEMBER 7, 2017
Exceptional employee performances deliver exceptional customer experiences – which in turn drive exceptional financial results. How confident are you that all your Promoters are actually engaged employees? We all know co-workers who are well paid, love working for the company, and are happy, however they are in at 8:59AM and gone by 5:01PM every day.
Speaker: Lauren Barash, Vice President, Brand Marketing
In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program
LiveChat
SEPTEMBER 7, 2017
Does using images on your site really boost conversion? Short answer — YES, it does. But there’s more to this story than meets the eye. For one, it’s not enough to slap pretty pictures on your site if they’re only around for decoration. According to eye–tracking studies by the Nielsen-Norman Group, “users pay close attention to photos and other images that contain relevant information but ignore fluffy pictures used to ‘jazz up’ web pages.”.
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