QuestionPro Audience
SEPTEMBER 5, 2017
If you haven’t been docked in a space lab for the past 30 years, I’m sure you’ve been asked to complete a customer satisfaction survey, after a recent shopping experience, whether online or offline. In fact, even in space, it’s probably not a stretch to assume that NASA conducted a few with their astronauts to gain feedback on behalf of their product partners.
InMoment XI
SEPTEMBER 5, 2017
Vehicle Acquisition Center, Recall Relationship Center, Loaner Center, Vehicle Service Contracts/Maintenance Contracts Center and the LOYALTY LOOP! (more about the details of these below) For two years prior to my present position, I was stationed in the Group 1 Automotive Service Development Center (SDC) in Houston. That’s where I learned a lot about the dealership service.
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Customer Bliss
SEPTEMBER 5, 2017
Episode Overview. Damian and I discuss how he is leading the transition, in partnership with his CEO, to make AGL Energy of Australia a service business that happens to supply energy. In our conversation, Damian walks us through his six dimensions of the transformation, and many not-to-be-missed tactics that he has used to make progress. About Damian.
InMoment XI
SEPTEMBER 5, 2017
Vehicle Acquisition Center, Recall Relationship Center, Loaner Center, Vehicle Service Contracts/Maintenance Contracts Center and the LOYALTY LOOP! (more about the details of these below) For two years prior to my present position, I was stationed in the Group 1 Automotive Service Development Center (SDC) in Houston. That’s where I learned a lot about the dealership service.
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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.
Uniphore
SEPTEMBER 5, 2017
Join the chatbot revolution! There are many benefits to implementing a chatbot within your contact center, most of which directly and positively impact on the end-customer. Read More.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
CX Journey
SEPTEMBER 5, 2017
Will you be joining Sue Duris and me for the first #CXchat of many to come? Sue and I talked about the fact that there hasn't been a Twitter chat dedicated to customer experience since #cxochat, which ended a couple years ago. Customer experience is such an important topic today that we wanted to come up with a way to continue to keep it front and center.
Win the Customer
SEPTEMBER 5, 2017
Rapidly increasing threats, both in person and online, are driving a demand for business security systems, according to the latest report by Markets and Markets. The global security solutions market, valued at $206.69 billion in 2016, will expand at a compound annual growth rate of 10.16 percent to reach $372.90 billion by 2022, the report projects.
Kerry Bodine
SEPTEMBER 5, 2017
I have abysmal travel luck. I routinely end up on a flight that’s delayed because of a malfunctioning toilet or that has to make an emergency landing because of an overheating engine. I’m a magnet for flat tires, stranded ferry boats, minor medical emergencies, and tragic travel miscommunications. I might be an omen of travel woe, but my experiences have made me darn handy in a pinch.
ShepHyken
SEPTEMBER 5, 2017
Matt Peterson Shares Tips on Delivering Amazing Service. How would you like to know how to set yourself apart from the rest of your industry? Shep Hyken interviews Matt Peterson, CMO and co-founder of Jive Communications, a worldwide cloud based communication company that offers VoIP, video conferencing, and contact center support. Featured Interview: Shep begins the interview by talking to Matt about NPS (Net Promoter Score) and he made that an important focus in his company.
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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.
CustomerGauge
SEPTEMBER 5, 2017
Boryana Boveta, Director of Customer Success Management, shared with me the professional background that led her to her position, the accomplishments of her unique team, and the best parts about working at CustomerGauge. What’s your professional background and how did it lead you to CustomerGauge? Boryana: “I joined CustomerGauge a year ago. Previously, I had […].
Myra Golden
SEPTEMBER 5, 2017
My course, “Delivering Bad News to a Customer” for Lynda.com and LinkedIn Learning is now live! If you struggle with how to deliver bad news to customers, you’ll want to take this class. Here’s a description of the course: Customer service is about providing the best experience to a customer—yet, a lot of the time customer service reps find that their hands are tied and that what the customer wants is not something the rep can deliver.
Truthlab
SEPTEMBER 5, 2017
Reading Time: 5 minutes I want to say that I have dreamed of starting my own company for my whole career but I never really had the itch before. My career has included stops at several very early stage startups, so I had a good idea of what was ahead if I decided eventually to do my own thing. […]. The post Why I Started Truthlab appeared first on truthlab.
SurveyGizmo
SEPTEMBER 5, 2017
The following post is part of a series that will help inform readers about the importance of Customer Experience. The series will provide best practices and tactics for turning your customers into loyal advocates of your brand. Previous posts in the series can be accessed via the following links: Exploring Data-Driven Customer Science in The Context of Offering Great 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,
Verint
SEPTEMBER 5, 2017
I was lucky enough to spend a week this summer in the Galapagos Islands, where I got to see a number of unique creatures that do not exist anywhere else in the world. From the dinosaur-like iguanas that learned to swim in order to access the seaweed they live off of to the giant tortoises whose shells vary by island based on where vegetation is, it was amazing to see so many unique species thriving because of how they adapted to their unique environment.
Andrew Mcfarland
SEPTEMBER 5, 2017
The way one analyzes a customer journey impacts customer experience delivery. Your point of view (POV) profoundly changes how you deliver a customer experience. Let’s look at an example. Read this quotation about marketing to Generation Z. Marketers are trying.
Confirmit
SEPTEMBER 5, 2017
As a Customer Experience professional, do you find yourself struggling to show real results and tangible business outcomes? After roughly twenty years as a discrete discipline, Customer Experience (CX) is still a difficult career in which to demonstrate business value. Many in the field are absolutely committed to the profession and to the mission of improving customer and employee experience.
Customer Enthusiast
SEPTEMBER 5, 2017
Yesterday, while vacationing in Breckenridge, CO over Labor Day Weekend, I bought two 100-chip sets of 11.5G poker chips at Peak-A-Boo Toys on Main Street. When we returned home last night and opened both sets, we discovered that one of the sets contained only 99 chips and was missing a green poker chip. This is not a big deal but since a complete set is preferred to an incomplete set, I took a picture of the box and green poker chip and emailed it (along with a brief explanation of the incident
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.
ForeSee
SEPTEMBER 5, 2017
I’m a huge fan of games, especially the ones that include a big payout upon winning! Creating a business from this seems like a great way to monetise our inner desires for competition. The post Why the gaming industry should place its bets on customer experience appeared first on ForeSee.
Clarabridge
SEPTEMBER 5, 2017
Organizations have two kinds of customer feedback data that they measure, store, and analyze: structured and unstructured data. Structured data is information that is clearly defined and easy to report on. It is the kind of data that is generally found in a survey and can be organized in a spreadsheet: name, location, age, and rating (3 out of 5 stars, for example, or a 10 for “most satisfied” versus a 1 for “least satisfied”).
LiveChat
SEPTEMBER 5, 2017
Do you ever feel that your tasks have control over you, instead of you controlling your tasks? As we build our careers, it often turns out we know what we have to do, yet we fail to do it. In result, we often struggle with finishing assignments on time. That’s why we reach for “easy solutions”, such as to–do lists. Unfortunately, to–do lists often cause us stress and guilt , so we claim they don’t work.
CXApp
SEPTEMBER 5, 2017
Mobile or in-house digitization is becoming more important every day. Why? Because not only is everything making a shift to digital, it’s going mobile too - to modern smartphones. There’s a reason for this, which is largely due to the accessibility and convenience of working on mobile, from nearly anywhere.
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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.
Customer Alignment
SEPTEMBER 5, 2017
How do you go about making improvements to the customer experience that will make a real difference for customers? You know things are not working for customers, you get feedback to say so and you even experience it yourself when you ‘walk in the customer’s shoes’. You are probably already busy implementing fixes, but are you fixing what matters? The move away from one off or ad hoc customer research studies towards real-time, on-going customer experience management systems has been driven by a
ForeSee
SEPTEMBER 5, 2017
The days of being able to easily understand the path your customers take, from start to purchase, is over. Today, consumers have greater choices and their shopping journey has many routes that include smartphones, websites, and physical stores. The post Retailers: What happens online doesn’t stay online — navigating today’s customer journeys | CustomerThink appeared first on ForeSee.
Talkdesk
SEPTEMBER 5, 2017
SAN FRANCISCO, CA.— OTG Consulting , a master agency made up of the industry’s most experienced telecom executives, and Talkdesk , a leading innovator in the cloud-based call center software space, today announced the companies have partnered to offer OTG Consulting customers and agents access to Talkdesk’s industry-leading software. Through its partnership with Talkdesk, OTG Consulting is able to leverage Talkdesk’s partner program benefits, including its expansive product set, competitiv
Think Customers
SEPTEMBER 5, 2017
AI and chatbots are driving forces in how businesses understand and assist their customers. These powerful and insightful tools are being applied in unique ways to meet needs throughout the customer lifecycle. And the recent Leadscon 2017 “Connect to Convert” conference in New York bustled with innovative ideas about how to use AI and bots in B2C and B2B marketing.
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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?
Grade.us
SEPTEMBER 5, 2017
They’re refusing to help you. Your clients have hired you to help their business. They’ve paid for your services and signed on the dotted line. But they’re refusing to do what you’ve asked. They won’t give you the feedback you’re asking for. They drag their feet on getting you the materials you need to do an amazing job for them.
CustomerGauge
SEPTEMBER 5, 2017
We’ve compiled a publicly available list of Net Promoter Scores® from the technology industry, along with opportunities for growth in the sector based on information from our most recent infographic! Thanks to our sister website, NPSBenchmarks.com we were able to list the Net Promoter Scores for the following industries: Healthcare, Technology, Insurance, Consumer brands, Financial Services and many […].
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