QuestionPro Audience

SEPTEMBER 29, 2017

Back in the 1990’s, virtually every household had a landline, and people would answer the phone and talk to survey research callers. However, times have changed, even though some researchers are stubborn about admitting the change. Landline households keep decreasing, while cell-phone only homes become the norm. To confirm the tendency (see National Center for Health Statistics 1 ), QuestionPro Audience conducted a study with more than 350 respondents, to understand landline phone ownership and

Survey 246

Survey Wireless System Connections 246

InMoment XI

SEPTEMBER 29, 2017

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. Customer experience is the next competitive battle ground… because while features, functions, and materials are easy to replicate, experiences are not. Organizations may have ample data on the way customers view their brands, but. View Article.

eBook 200

eBook Measurement Brands Data 200

Topdown

SEPTEMBER 29, 2017

In a recent article and video for Forbes, “ The Case for a Chief Omnichannel Officer ,” Blake Morgan ( @BlakeMichelleM ) argues for the inclusion of a Chief Omnichannel Officer in the C-suite. This would be an executive who manages all employee and customer touchpoints across the organization, getting them out of silos and creating visibility into the customer experience.

Chief Customer Officer 72

Chief Customer Officer Omni-Channel Touchpoint Video 72

InMoment XI

SEPTEMBER 29, 2017

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. Customer experience is the next competitive battle ground… because while features, functions, and materials are easy to replicate, experiences are not. Organizations may have ample data on the way customers view their brands, but.

eBook 200

eBook Measurement Brands Data 200

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.

Customers

Truthlab

SEPTEMBER 29, 2017

Reading Time: 1 minute Has it happened to you? The shock or surprise of an unexpected result? As designers we make every effort to consider every use-case, every outcome, every possibility. Yet, we are human and prone to mistakes. And, even AI designers cannot escape the phenomenon of unintended consequences. We must consider how our designs might negatively impact […].

69

69

Myra Golden

SEPTEMBER 29, 2017

I got a job once when I complained about poor service. I was 17, and my mom and I were ready to check out at JCPenney. We couldn’t find a person anywhere in the juniors department. We walked over to lingerie and finally found someone in the boy’s department. That someone was a middle-aged man in a suit. With the boldness of a brash teenager, I said, “What do you have to do to get service around here?

Insurance 58

Insurance Management Resources Customer Experience 58

Stella Connect

SEPTEMBER 29, 2017

Is your contact center training program producing the results you want? Is it keeping agents engaged and continually improving their performance? If not, I’m guessing your performance management process looks something like this: QA managers listen to calls, supervisors address common problems, and the needle doesn’t move. It’s a frenzy of activity, day in a day out, with little to show for it.

Contact Center 53

Contact Center Management Training Effort Score 53

ShepHyken

SEPTEMBER 29, 2017

This week we feature an article by Doug Bell who writes about how leaders can optimize their company’s customer experience. It is important to have a plan in place for managing the customer experience and having a customer-focused culture. – Shep Hyken. A Simple Playbook for Managing Customer Experience. Every team inside a company impacts the customer experience.

Measurement 54

Measurement Interaction Customer Experience Culture 54

Influitive

SEPTEMBER 29, 2017

Twenty million. That’s how many people use Schoology’s learning management software to advance what’s possible in education through forums, events, and digital networking. With those kinds of numbers, you’d be crazy not to incorporate word-of-mouth marketing into your marketing mix.

Software 49

Software Marketing Management Customers 49

Advertisement

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.

Communication

LiveChat

SEPTEMBER 29, 2017

Waiting creates an unnecessary break and theft of precious time, especially on a busy day. When customers are about to wait longer than expected, they leave. The good thing is, you can prevent such things and prove to your customers that your service is worth of waiting. You can even make the waiting experience enjoyable! Customers will be willing to wait if you provide them enough amusing distractions.

Customer Experience 50

Customer Experience Customer Service Wait Times Entertainment 50

Strativity

SEPTEMBER 29, 2017

Here is a simple exercise. Go to your Business Analytics team or Market Intelligence Director, and ask them how many ideas or improvements their research work has produced in the last 36 months. Then ask them how many of those ideas have been implemented in the organization. Better yet, how many are in the process of implementation? An honest discussion will unveil a simple truth.

Data 40

Data Return on Investment Exercises Analysis 40

Maru/HUB

SEPTEMBER 29, 2017

Credit reference agency Equifax has been criticised for its breach response of the mega-hack that affected the data of up to 143 million people in the US alone. The credit reference giant admitted that hackers accessed data including names, social security numbers and birth dates of its US customers from mid-May this year, after exploiting a vulnerable website application.

Customer Experience 40

Customer Experience Loyalty Communication Report 40

Strativity

SEPTEMBER 29, 2017

Here is a simple exercise. Go to your Business Analytics team or Market Intelligence Director, and ask them how many ideas or improvements their research work has produced in the last 36 months. Then ask them how many of those ideas have been implemented in the organization. Better yet, how many are in the process of implementation? An honest discussion will unveil a simple truth.

Data 40

Data Return on Investment Exercises Analysis 40

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,

Tips

Stella Connect

SEPTEMBER 29, 2017

Is your contact center training program producing the results you want? Is it keeping agents engaged and continually improving their performance? If not, I’m guessing your performance management process looks something like this: QA managers listen to calls, supervisors address common problems, and the needle doesn’t move. It’s a frenzy of activity, day in a day out, with little to show for it.

Contact Center 40

Contact Center Management Effort Score Training 40

ReviewTrackers

SEPTEMBER 29, 2017

The best local SEO tools can help you improve your local search performance, automate a number of SEO tasks, build your online reputation , and drive in-store traffic and sales. They should also help you more effectively build and manage your citations. Why Build and Manage Citations? In the context of search engine optimization, a “citation” is any mention of your business on the Web, along with other key information, with or without a link back to your website.

Tools 34

Tools How To Social Media Analysis 34

Verint

SEPTEMBER 29, 2017

Senior executives ‘walk the walk’ in firms that are truly customer-centric. How can you make it happen? Senior executive buy-in is high on the list of ingredients for successful customer experience (CX) programs. In a previous column , I wrote about how to achieve this when you’re starting a program. The next big question is how do you keep it going along the journey to build and maintain a customer-centric culture.

Leadership 34

Leadership Customer Centricity Average Handle Time Analytics 34