Experience Matters
SEPTEMBER 29, 2016
As you may know, Temkin Group labeled 2016 “The Year of Emotion” in its annual listing of customer experience trends. Why? Because emotion drives loyalty. And yet, despite its significant impact on customer loyalty, organizations do not focus on emotion enough. So to help increase organizations’ awareness of this critical area of customer experience, we […].
Customer Bliss
SEPTEMBER 29, 2016
Customer complaints are everywhere, and happen all the time. The word “complaints” is a bad word, yes — on the surface. But there’s power in customer complaints, just as there’s power in any feedback. Quickly, before we get to the action items on this post: think of your favorite brands. Consider brands that you love. You buy from them all the time.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
ijgolding
SEPTEMBER 29, 2016
Although I have spent a long time working with clients in the customer experience sector, I think it’s vital that we continually challenge the way we listen to and understand our customers. Over the last few decades, as the power of the computer has increased and we can gather more and more data about customers, often without their knowing, we have become more seduced by numbers rather than words.
GetFeedback
SEPTEMBER 29, 2016
Countless interactions make up the customer experience. Companies can use customer satisfaction surveys to start capturing those moments.
Advertisement
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.
SuiteCX
SEPTEMBER 29, 2016
There has been a bit of a revolution going on in Marketing. Sparked by the remarkable success of a book by Byron Sharp: How Brands Grow. Sharp discusses a series of Marketing Laws in an attempt to impose science (or at least empiricism) on marketing. He questions commonly held beliefs including whether Marketers should segment their customer base, the relevance of targeting heavy users and whether loyalty programs have any effect.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
SuiteCX
SEPTEMBER 29, 2016
By measuring and tracking NPS data organizations can understand the drivers of the business and begin to utilize the data to inform and drive marketing. In this white paper we investigate how you can integrate NPS with data strategy to inform data-driven marketing and drive further impact and results.
Think Customers
SEPTEMBER 29, 2016
Yesterday at Advertising Week in New York City, MLB, NBA, and NFL executives shared their thoughts on the evolution of customer engagement in major league sports and why they’re experimenting with new technologies from live video to virtual reality. “Kids learn about sports differently today,” commented Dawn Hudson, CMO of the NFL. “They’re always on a screen, in fact we call Generation Z the 5-screen generation.
Forrester
SEPTEMBER 29, 2016
I'm happy to announce that we just released this year's Customer Experience Index report for Canadian brands. The report is based on Forrester's CX Index ™ methodology, which measures how well a brand's customer experience strengthens the loyalty of its customers. We use this methodology to create an annual benchmark of CX quality at 193 Canadian brands.
Think Customers
SEPTEMBER 29, 2016
It's expected in life that most relationships will eventually end. Whether it's through a change in career, the breakoff of a relationship, or an impending move, farewells are as much a part of life as hellos. Today I say farewell to 1to1 Media. It’s been a wonderful journey, one that I’m proud to have taken part in. It started with the concept of CRM and continued onward through many advancements to the 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.
Avaya
SEPTEMBER 29, 2016
The city of the future is a Smart City, emboldened by technology that folds in government, industry, and consumers. For this to happen, it needs a strong foundation—an infrastructure that can withstand heavy traffic, particularly during times of crisis. At Avaya, we’re partnering with 22 Capital Partners to prototype the Smart City platform in the Gramercy District in the Washington, D.C. area. 22 Capital Partners approached us as they were looking for a partner with distinctive technical knowle
Topdown
SEPTEMBER 29, 2016
The J.D. Power 2016 U.S. Home Insurance Study SM was released on September 19, 2016. According to Valerie Monet, director of the insurance practice at J.D. Power, who was quoted in the company’s press release , the study showed that rates remain relatively stable, so “ insurers have shifted their competitive focus to improving communication, process efficiency , and being easier to work with as a way to solidify and grow their business.
Avaya
SEPTEMBER 29, 2016
This case study shares the steps taken by Avaya to reduce a sizeable telecom bill by 50%. The methods are trending tactics used by a wide range of organizations, and in combination have proven to produce especially favorable results. Keeping in mind that most IT operation budgets are flat, cost savings of this size can give your organization a greater opportunity to invest in innovation.
CSM Magazine
SEPTEMBER 29, 2016
It’s not rocket science that offering a good level of customer service can have a positive effect on the way customers view your business. The same goes if you deliver poor or substandard service on a consistent basis – your customers will become annoyed and it could lead to them taking their custom elsewhere. With customer service taking place on more and more public channels than ever before (an estimated 67% of consumers are using channels like Twitter and Facebook for customer service)
Advertisement
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,
ClearAction
SEPTEMBER 29, 2016
Advancing Customer Experience Expertise in CX Month optimizecx. Customers are the lifeblood of everyone’s food on the table. No matter what your income source is, it’s fueled by customers. That’s why October is one of my favorite months. It’s a time when customer experience professionals take extraordinary care to thank customers — and employees who make a difference in customer experience (CX).
Kate Nasser
SEPTEMBER 29, 2016
JOIN us in People Skills global Twitter chat to explore deep reasons to serve others in work & life. Host: Kate Nasser, The People Skills Coach™ & community 10amET Oct. 2nd. | Leadership, Teamwork, Customer Service. The post Deep Reasons to Serve: JOIN People Skills Chat Oct. 2nd | #PeopleSkills appeared first on KateNasser.com.
Informizely
SEPTEMBER 29, 2016
Exit intent technology. Exit intent technology allows you to convert abandoning website visitors into customers. There are various ways to track when a visitor is likely to leave your site. A simple and effective way is to track the mouse and trigger a pop-up (also called an "overlay") when the mouse is moved to the close button of the browser window.
Peter Lavers
SEPTEMBER 29, 2016
Andrew Hargreaves, Director of Customer Experience, Marketing and UCAS Media at UCAS, spoke to the third forum of The Customer Council in September in Cape Town on the subject of “Lighting a CX fire in the heart of others”. The forum was hosted by Sanlam Investments and facilitated by Peter Lavers, and here are some key nuggets from the session: The CX Leader has got to be someone with enough power and willing to play the “customer card”.
Advertisement
Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
CSM Magazine
SEPTEMBER 29, 2016
Most change initiatives fail. This is a fact that too few leaders truly understand. Change is never easy. People are resistant to it and people will not just change because you tell them to. All it takes is one leader who wants to make their mark on a company to leave a sour taste, and the reception to change can be dead in the water for years to come.
Kayako
SEPTEMBER 29, 2016
Customer service is incredibly important to any business. So important, even, that by 2020, it’s projected that customer experience will overtake price and product as the key brand differentiator. So it’s safe to say that customer service is important. But how do you ensure your brand delivers happiness like some of the industry’s leading lights such as Zappo’s and Buffer?
OpinionLab
SEPTEMBER 29, 2016
I recently participated in a webinar with Bruce Temkin in which we explored customer journey mapping, Voice of Customer and how they combine to create great customer experiences. Bruce has been studying how different companies approach CX for a number of years and is a customer journey mapping expert so is perfectly placed to offer strategic insight.
Bold360
SEPTEMBER 29, 2016
Why data, not intuition, is the key to measuring customer satisfaction. It’s not likely to come as earth-shattering news to any marketer, but there’s a straight line between customer satisfaction and customer retention. But knowing it and acting on that knowledge to improve customer satisfaction (CSAT) can be two very different things, because measuring customer satisfaction has traditionally been a particularly elusive metric.
Advertisement
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.
Expert insights. Personalized for you.
259 
Let's personalize your content