Experience Matters
DECEMBER 2, 2016
In our latest Employee Engagement Benchmark, we found that only 26% of U.S. employees are highly engaged. How do we measure employee engagement? Several years ago, we examined the attitudes that drive engagement levels of employees. Our goal was to identify a small group of key drivers and create a simple measurement for employee engagement. […].
ShepHyken
DECEMBER 2, 2016
This week on our Friends on Friday guest blog post my colleagues, Thomas A. Stewart and Patricia O’Connell, write about how to manage customer emotions and ensure that employees know how to be empathetic. Customers are smarter than ever and we must know how to create a positive experience. – Shep Hyken . When you check into a hotel on a business trip–at the end of a day of meetings or a less than relaxing flight–how do you feel?
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Experience Matters
DECEMBER 2, 2016
In our latest Employee Engagement Benchmark, we found that only 26% of U.S. employees are highly engaged. How do we measure employee engagement? Several years ago, we examined the attitudes that drive engagement levels of employees. Our goal was to identify a small group of key drivers and create a simple measurement for employee engagement. […].
Heart of the Customer
DECEMBER 2, 2016
I recently participated in a round table sponsored by Barclaycard Business discussing the importance to e-commerce businesses to plan and understand their customer journeys. You can read more about the round table here. We discussed numerous topics. But one we agreed upon was the need to simplify the experience. Customers aren’t willing to figure out […].
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.
PeopleMetrics
DECEMBER 2, 2016
Studying the Customer Experience feedback for companies that utilize a field service delivery model reveals some interesting insights. The most interesting of which is the importance of the field engineer. The impact of their performance comes not only from their technical ability to perform the install or repair task, but also their ability to interact with clients.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Amity
DECEMBER 2, 2016
Innovative companies face a unique challenge: if the customer fails at using the technology, the company is to blame. They’ll blame the innovator even if they only logged in once. They’ll blame the innovator even if they never fully implemented the program. They’ll blame the innovator even if they only used a fraction of the features.
LiveChat
DECEMBER 2, 2016
During Black Friday and Cyber Monday it was easy to encounter difficult customers who wanted to get their deal “right now,” or didn’t believe a product is already out of stock. They probably couldn’t hold back what they are thinking about you and your company. Threatening to talk to your boss (like he cares) or to stop using your service is also common.
PeopleMetrics
DECEMBER 2, 2016
Studying the Customer Experience feedback for companies that utilize a field service delivery model reveals some interesting insights. The most interesting of which is the importance of the field engineer. The impact of their performance comes not only from their technical ability to perform the install or repair task, but also their ability to interact with clients.
iCiDIGITAL
DECEMBER 2, 2016
In a previous post, we talked about the importance of putting good design first ; building a confusing user-interface leads to an unpleasant user experience in our fast-paced digital world. It’s a sure fire way to ensure your potential customers close the tab to your website and proceed to investigate the nine others they have open and waiting. We’ve also talked at length about how not putting design first can cost you big time in lost transactions , and the way you can avoid costly redesigns is
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.
Verint
DECEMBER 2, 2016
The Director of Global Business Process Services at a global enterprise information technology company came to a realization many years ago. The managers of back-office operations were at a handicap due to a lack of data and no standard, consistent program for workforce management (WFM). The corporation had been using the Verint Workforce Management (WFM) solution in their front offices for many years, so the director took on the mission to convince the organization that the data and similar sol
Brad Cleveland Blog
DECEMBER 2, 2016
Several videos I recorded for eCornell are as pertinent today as they were then. Here’s the fifth of five videos. You can view the first video at Delivering Consistent Service, the second at Retaining the Right Customers, the third at … Continue reading → The post eCornell Videos: For the First Time Ever, the Customer Is in Control appeared first on Brad Cleveland.
Brad Cleveland Blog
DECEMBER 2, 2016
Brad Cleveland Blog
DECEMBER 2, 2016
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,
Expert insights. Personalized for you.
169 
Let's personalize your content