Experience Matters
AUGUST 14, 2017
Temkin Group published the 2017 Temkin Online Ratings. Based on a study of 10,000 U.S consumers, the ratings benchmarks the online experience delivered by 282 companies across 20 industries. USAA took the top two spots for its banking and insurance businesses, and its credit card business tied for 4th. Advantage Rent-A-Car took third place and Amazon.com tied for 4th.
Beyond Philosophy
AUGUST 14, 2017
Years ago, I endured a long layover at the Detroit airport. It was cramped, noisy, outdated and humid. I vowed never to fly through Detroit if I could possibly avoid it. However, I passed through the Motor City’s airport more recently and what a difference a new terminal can make. The gleaming space is light and airy, with a bright red tram whisking passengers from one end to the other like something out of a sci-fi movie.
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Customers That Stick
AUGUST 14, 2017
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Wired and Dangerous
AUGUST 14, 2017
We laugh at the inevitable outcome. The Road Runner is the epitome of confidence—power at warp speed. He doesn’t just escape; escape implies the threat of capture, and the Road Runner never seems seriously concerned. He emerges…victorious, again. The cartoon metaphor contains powerful lessons relevant for enterprises seeking marketplace victories.
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Amity
AUGUST 14, 2017
If you are a Customer Success Manager, you already know that ensuring the success of your clients is one of your key objectives. There are many ways one can go about achieving that success. You reach out to your client frequently, discuss current issues, and follow up on their concerns, you even invest the time to train your client. However, there comes a time when all of this is not enough and your customer doesn’t collaborate with you enough in order to achieve their desired outcomes.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ReviewTrackers
AUGUST 14, 2017
For businesses that hope to drive traffic to their storefronts by harnessing the power of local search engine optimization (local SEO), citation building is key. What is Citation Building? As one of the pillars of local SEO, citation building is the process of submitting your business information online — most importantly, your business Name, Address, and Phone number (NAP) — in order to develop your local search authority and improve your visibility on local search engine results pages (SERPs).
Helen Dewdney
AUGUST 14, 2017
I sometimes get asked about your rights where bailiffs are concerned. This is quite a specialist area and so I asked Alison Blackwood of StepChange to provide some guidance. Here at StepChange Debt Charity we are still hearing from our clients about problems with the behaviour of bailiffs and bailiff firms. In fact we were so concerned at instances of bailiff not seeming to follow regulations and standards, that we are working with eight other charities on a campaign “ Taking Control ” that is c
Amity
AUGUST 14, 2017
If you are a Customer Success Manager, you already know that ensuring the success of your clients is one of your key objectives. There are many ways one can go about achieving that success. You reach out to your client frequently, discuss current issues, and follow up on their concerns, you even invest the time to train your client. However, there comes a time when all of this is not enough and your customer doesn’t collaborate with you enough in order to achieve their desired outcomes.
Magellan Solutions
AUGUST 14, 2017
Many entrepreneurs dream of growing their business to the point that they have many satellite offices across the globe and employing thousands of people. But what some of these entrepreneurs don’t realize is at every stage of their business growth, there comes a whole new set of needs that must be met so their dreams for expansion will come true. .
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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.
Escalent
AUGUST 14, 2017
Having just spent a long weekend in Central Oregon, I saw first-hand the haze of smoke from numerous forest fires filling the sky and listened to locals’ concerns about the progress of fires nearest them.
Russel Lolacher
AUGUST 14, 2017
Breakfast is your first and most important meal of the day, and the experience can have a pretty big impact on your travel adventures. On a recent road trip, we took an unexpected pause in a cool little city that’s really defining its personality. Welcome to Olympia, Washington. I’d definitely visit again. One of my customer experiences. The post What Happens When You Ruin Breakfast for Your Customer appeared first on The Upsell.
ForeSee
AUGUST 14, 2017
Traditional business models are being disrupted left right, and pharmaceutical sales is certainly no exception. To help navigate this sea of disruption, big pharma would do well to focus on gaining a broader view of the digital experience from the perspective of prescribing doctors. But first, we should understand how and why the industry is changing.
Talkdesk
AUGUST 14, 2017
Talkdesk supervisors are in a truly unique spot — they need to be able to track high-level metrics, but still need the ability to jump into calls if necessary. These supervisors need the to be able to use both agent and supervisor tools and the flexibility to move between them at a moment’s notice. Since a supervisor is primarily focused on managing the agents who are on calls with customers or prospects, let’s examine what Talkdesk offers from an agent management perspective.
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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.
MyCustomer
AUGUST 14, 2017
Engagement How to embed values in your company culture.
Experience Investigators by 360Connext
AUGUST 14, 2017
Have you ever lived through a major renovation project or lived through construction of a house or condo? I say “lived through” because it can be harrowing, on a #firstworldproblems level for sure, but harrowing nonetheless. First of all, selecting the right shade of gray or arguing with your spouse about 1-inch or 1.5-inch tile becomes exhausting.
Alliance by IFS
AUGUST 14, 2017
Is technology an afterthought at your company, or does it power your whole service organization? The best mobile field management software helps transfer knowledge from seasoned technicians to new workers. Regardless of how tightly your technology solution is aligned with your overall business strategy, you have to admit that it is nearly impossible to compete without agile, flexible technology.
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