Kerry Bodine
JULY 31, 2017
Back in May 2014, I wrote a post titled The Connection Between Customer Satisfaction & Stock Price. The American Customer Satisfaction Index (ACSI) had recently made headlines, along with a 13-year financial analysis of the publicly traded companies in the index. Here’s the gist of my post: The ACSI had created a stock portfolio comprising companies with the highest customer satisfaction scores in its yearly study.
Storyminers
JULY 31, 2017
I n terview w i th M i k e W i ttenstein, F o un d e r of Storyminers as seen on the Digital Customer Experience website . T ips from an Expert in design thinking, c u s tomer e x p e rience and the power of story. Is there a difference between customer experience and digital customer experience anymore? Customer Experience used to focus on what happened in the real world and Digital Customer Experience used to focus on what happened online.
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Experience Matters
JULY 31, 2017
In this post, I examine the 2017 Temkin Emotion Ratings for the U.S. and UK, which is one of the components of the overall Temkin Experience Ratings, the openly available standard for CX metrics. In January 2017, we surveyed 10,000 U.S. consumers and 5,000 UK consumers about their experiences with companies. We used that feedback to calculate the Temkin Effort Ratings for 329 companies in the U.S.
Beyond Philosophy
JULY 31, 2017
Over the past few months, I’ve noticed that “storytelling” has become a hot marketing buzzword. Branding agencies and consultants are embracing the notion that storytelling creates an authentic connection with your customers. There’s a growing crop of programs that teach you to tell stories in your own business. As a customer experience consultant, I think this is good.
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Steve DiGioia
JULY 31, 2017
I t’s nice to think that the businesses we frequent have integrity. The truth is integrity, or effective honesty, takes actual hard work that many are not willing to do. Each customer and situation is different, forcing you to adjust depending on who you’re dealing with. The real risk of losing a deal, a customer or a client “forces” us to be honest.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ShepHyken
JULY 31, 2017
Each week I read a number of customer service and experience 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. 10+ Times Hotels Surprised Everyone With Their Creativity by Sarune Mac. (Bored Panda) If you stay at hotels often, you know that most of them seem to offer the same old thing – mildly friendly reception, a decent bed, and a warm shower.
SuiteCX
JULY 31, 2017
Is your program performing? Investments in customer loyalty are booming… but do program managers and partners really know the true ROI from these investments? Marketing teams are spending big on rewards, partnerships, agencies, data capabilities and marketing technology. Loyalty has become table stakes in most consumer facing sectors. Having a loyalty program is becoming a cost of doing business, a hygiene factor.
ShepHyken
JULY 31, 2017
Each week I read a number of customer service and experience 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. 10+ Times Hotels Surprised Everyone With Their Creativity by Sarune Mac. (Bored Panda) If you stay at hotels often, you know that most of them seem to offer the same old thing – mildly friendly reception, a decent bed, and a warm shower.
ReviewTrackers
JULY 31, 2017
This article was written by Jack Saville, SEO Specialist at Bynder, a digital asset management vendor. So you have created a great piece of content, and it is ranking happily at the bottom of page 1 on Google for your target term. But as the majority of searchers click on results 1 to 5 , you want to climb higher to claim that sweeter peace of the pie.
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Talkdesk
JULY 31, 2017
This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. This conversation originally appeared in Opentalk magazine. You meet with customers all the time. When it comes to call centers and service centers what are people focusing on today compared to a decade ago? To start off, I began as an architect with Salesforce, so ten years ago I was actually in the weeds — building, designing and implementing.
ClientSuccess
JULY 31, 2017
We’re excited to announce that we were awarded the SIIA 2017 CODiE Award for Best Customer Success Management Solution. “It’s an honor to be recognized by industry experts and software peers with a SIIA CODiE Award.” said Dave Blake, ClientSuccess Founder and CEO. “Today we celebrate our team and our customers. Our mission is to help businesses around the world build relationships that last.
ForeSee
JULY 31, 2017
Advanced Micro Devices (AMD) is a global semiconductor company. It’s technology is found in a wide range of products from major manufacturers such as Microsoft, Boeing, UCR Products, and more. We recently sat down with. The post VOC Leaders: How AMD uses CX Suite to connect the dots throughout the company appeared first on ForeSee.
Talkdesk
JULY 31, 2017
This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. This conversation originally appeared in Opentalk magazine. You meet with customers all the time. When it comes to call centers and service centers what are people focusing on today compared to a decade ago? To start off, I began as an architect with Salesforce, so ten years ago I was actually in the weeds — building, designing and implementing.
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MyCustomer
JULY 31, 2017
Voice of the Customer How to conduct engaging customer surveys.
Verint
JULY 31, 2017
A well thought-out voice of the customer (VoC) strategy has become a strategic imperative for measuring and improving customers’ experiences, satisfaction and loyalty. Listening, analyzing and acting on the voice of the customer across digital and traditional channels (e.g., text, phone, email, local branch visit, online survey) are the foundations for today’s VoC strategy planning.
Vonage
JULY 31, 2017
To many CEOs it’s an unwelcome development, but one that’s undeniable – businesses are no longer in charge. Companies are not the only ones with information, power and technology. Consumers are armed with a smartphone, and this single device has changed the business to consumer relationship. Technology has disrupted the status quo, shifting the balance of power between business and customer in favour of consumers.
Win the Customer
JULY 31, 2017
According to research by Forrester, 77 percent of consumers claim that “valuing their time is the most important thing a company can do to provide them with good service.”. Businesses that are both thriving and progressive only get to such a level by mastering the art of pleasing and retaining customers. But even so, the best businesses are still more than eager to find new ways to improve their customer service experience.
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
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Chattermill
JULY 31, 2017
Customer support in the modern age. by Jack Miller on 1 Aug 2017. customer support. An analysis of customer support experiences across industries and companies. Customer support in the modern age. __Customer experience has become a business cliche - and for good reason. __ It drives performance of every single company, from startups to the FTSE 100.
Stella Connect
JULY 31, 2017
Let’s face it. Social media customer service is part of your channel mix, whether you like it or not. Granted, social media customer service represents a small percentage of your customer interactions. And the resolution rate is relatively low. But among all your channels, social is the most visible. Your customer interactions there produce a much greater ripple effect than any phone call or email to your contact center.
Bold360
JULY 31, 2017
We’re excited to let you know that Nanorep has been acquired by LogMeIn – one of the world’s leading SaaS companies. With over 50,000 customers relying on LogMeIn’s engagement and support portfolio, they are at the forefront of this evolving market. We can’t imagine joining a team that better aligns with our core values and product-driven mission. Together we’ll be working to deliver the next generation of customer engagement solutions for our customers.
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