Experience Matters
OCTOBER 31, 2016
We just published a Temkin Group report 2016 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 62 large tech vendors based on a survey of 800 IT decision makers from large North American firms. This is the fifth year of the ratings, here are links to the 2012, 2013, 2014, and 2015 ratings. Here is the executive summary […].
BlueOcean
OCTOBER 31, 2016
We don’t want to ruin your good mood, but humor us for a moment and think back to a time when a company made you angry. Specifically, remember that moment you contacted customer service because of some error, mishap, or malfunction, only to hang up the phone feeling even more irritated. Perhaps you were on hold for too long; maybe you were transferred ten times before getting an answer; or maybe your support agent was unhelpful and insincere.
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Experience Matters
OCTOBER 31, 2016
We just published a Temkin Group report 2016 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 62 large tech vendors based on a survey of 800 IT decision makers from large North American firms. This is the fifth year of the ratings, here are links to the 2012, 2013, 2014, and 2015 ratings. Here is the executive summary […].
Steve DiGioia
OCTOBER 31, 2016
This original article was written by Steve DiGioia. Aren’t you tired of hearing customers complain? Tired of low productivity and high payroll costs? Tired of watching your service scores fall month after month? What are you doing about it? Are you a change agent or the king of status quo? A successful business is dependent upon the unwavering ability to identify challenges, evaluate a new course of action and put into effect the processes and procedures to make it happen.
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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.
Beyond Philosophy
OCTOBER 31, 2016
Like millions of Wells Fargo customers, Lorraine and I have checked to see if we had any accounts opened with the bank without our consent. Like millions of Wells Fargo customers, we don’t trust them because they lied. In today’s context, their Code of Ethics sounds absurd: Wells Fargo’s reputation as ‘one of the world’s great companies for integrity and principled performance’ sounds laughable in light of the scandal where employees opened millions of fraudulent customer accounts to hit product
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Customers That Stick
OCTOBER 31, 2016
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ShepHyken
OCTOBER 31, 2016
Each week I read a number of customer service 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. 13 Haunting Customer Service Statistics by Tricia Morris. (Microsoft) Here are 13 haunting (and daunting) customer service statistics that are keeping brands, and especially CSRs, up at night.
Heart of the Customer
OCTOBER 31, 2016
At CXPA events I often run across new attendees with a familiar story. They’re obsessed with customers, and they want to transform their companies to be more customer-focused. They desperately want to change their companies! But they’re not in a customer experience (CX) role. How, they ask, can they change their company if their company […]. The post Creating Radical CX Change, the Quiet Way appeared first on Heart of the Customer.
Forrester
OCTOBER 31, 2016
The Pokémon GO phenomena washed across the globe like a tsunami and while the pace at which it subsided was almost as sudden as it's inundation, the customer experience (CX) learnings that it has left behind are invaluable. The game's success reveals key elements that any company can borrow to create its own powerfully engaging multi-sensory experiences.
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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
OCTOBER 31, 2016
In a 2011 webinar, Gartner Research Vice President Laura McLellan boldly said that by 2017, the CMO would spend more on IT than the CIO. Now that we’re just shy of 2017 (how time flies!) the question is: will this statement become reality, or yet another castaway on the island of false predictions? I believe this fast rise of the CMO as a major influencer of IT spending is in fact a reality.
Middlesex Consulting
OCTOBER 31, 2016
Why would I ask such a silly question? Well, there is so much being written about differentiating your products and services that it is not completely unreasonable to think that some people will even wonder if a commodity can create customer value. Let me use a brief story to illustrate my answer (which is a strong YES!). My daughter is the Accounts Receivable Manager at a large public B2B company.
Avaya
OCTOBER 31, 2016
All things good and bad must come to an end and so it is with both sadness and relief that I am closing out my series of Advanced Avaya Breeze™ videos. Combined with my series of introductory videos , I’ve shown you how to create Avaya Snap-ins that process calls, emails, and SMS text messages. I’ve reached out to cloud services from Snap-ins and invoked Snap-ins from cloud services.
ForeSee
OCTOBER 31, 2016
Over the last decade, the men’s apparel market has shown steady growth, outpacing even women’s apparel, and is expected to contribute upwards of $40 billion in sales to the global. The post What CX Intelligence reveals about the men’s apparel market (infographic) appeared first on ForeSee.
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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,
LiveChat
OCTOBER 31, 2016
For all the attention social media has received of late, “search” is still one of – if not the most – important traffic channels for local businesses. It’s easy to see why: local search is contextually and temporally relevant. It gives users solutions to pressing problems right when they need them the most. A user searching for “plumbers in Atlanta” isn’t just window shopping; she has an actual plumbing issue that needs to be resolved quickly.
Customer Interactions
OCTOBER 31, 2016
As you know, the success of any company is in the strength of its employees. This “happy employee = happy customer” mantra is encapsulated in many of the solutions sold by NICE. But it is in fact of much greater significance than just a mantra to ensure that a company’s customers stay happy.
InteractionMetrics
OCTOBER 31, 2016
It seems that we’re asked to take a customer satisfaction survey with nearly every purchase. But do you ever wonder…do they really care what I have to say? Our 2016 Customer Listening Study, the first of its kind, evaluated the customer satisfaction surveys of 51 top US retailers.
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.
InteractionMetrics
OCTOBER 31, 2016
It seems that we’re asked to take a customer satisfaction survey with nearly every purchase. But do you ever wonder…do they really care what I have to say? Our 2016 Customer Listening Study, the first of its kind, evaluated the customer satisfaction surveys of 51 top US retailers. The main finding: retailers like Lowe’s and […]. The post Retailers Waste Time with Critically Flawed Surveys appeared first on Interaction Metrics.
Amity
OCTOBER 31, 2016
Uberflip helps over 1,400 marketers to create, manage, and optimize content experiences every day. Uberflip's intuitive and powerful platform helps marketers tailor and leverage content to engage with their audience at every stage of the buyer journey. Amity sat down with Sam Brennand , VP, Customer Success at Uberflip, to discuss Uberflip's company-wide culture of Customer Success, the growth and segmentation of his team, and the ways in which they consistently create value for their cu
InteractionMetrics
OCTOBER 31, 2016
It seems that we’re asked to take a customer satisfaction survey with nearly every purchase. But do you ever wonder…do they really care what I have to say? Our 2016 Customer Listening Study, the first of its kind, evaluated the customer satisfaction surveys of 51 top US retailers. The main finding: retailers like Lowe’s and […]. The post Retailers Waste Time with Critically Flawed Surveys appeared first on Interaction Metrics.
Ian Williams
OCTOBER 31, 2016
The term customer centricity has been around for years, however it is only really in the past five years that organisations have begun to pay it any real attention. It has increasingly found its way onto the agendas of board rooms around the globe, but for most it has remained a concept rather than a reality. Customer centricity is somewhat of a curate’s egg, with some good bits and some bad bits.
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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.
InteractionMetrics
OCTOBER 31, 2016
It seems that we’re asked to take a customer satisfaction survey with nearly every purchase. But do you ever wonder…do they really care what I have to say? Our 2016 Customer Listening Study, the first of its kind, evaluated the customer satisfaction surveys of 51 top US retailers.
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