InMoment XI
JUNE 20, 2016
For years I coached a small group of six- to eight-year-old boys in competitive gymnastics. I’m convinced that this demographic’s energy level is inversely proportional to their attention level, and that the proportion most often sits somewhere around 432/1. Don’t check my stats. Two years ago, one particular group of boys simply would not listen. View Article.
Steve DiGioia
JUNE 20, 2016
This original article was written by Steve DiGioia. Complaint after complaint is heard about today’s workforce; they are lazy, spend too much time on social media while on-the-job and they have no work ethic. Employee morale is at an all-time low. True or not, it is a fact of business. Today’s employees; regardless of their social status, geographic makeup or millennial segmentation, face a vastly different work environment that those of 30-40 years ago.
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InMoment XI
JUNE 20, 2016
For years I coached a small group of six- to eight-year-old boys in competitive gymnastics. I’m convinced that this demographic’s energy level is inversely proportional to their attention level, and that the proportion most often sits somewhere around 432/1. Don’t check my stats. Two years ago, one particular group of boys simply would not listen.
Experience Investigators by 360Connext
JUNE 20, 2016
I always feel a little bad when I inevitably silence the room with a simple question. The post THE Customer Experience Question That Silences The Room appeared first on Customer Experience Consulting.
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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.
InMoment XI
JUNE 20, 2016
For years I coached a small group of six- to eight-year-old boys in competitive gymnastics. I’m convinced that this demographic’s energy level is inversely proportional to their attention level, and that the proportion most often sits somewhere around 432/1. Don’t check my stats. Two years ago, one particular group of boys simply would not listen.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Beyond Philosophy
JUNE 20, 2016
There are 2 killers of corporate life – speed and politics. Let me give you some background. Before setting up Beyond Philosophy I spent most of my career working in large corporate companies, climbing the ladder of success. I reached the exalted heights of SVP leading a team of 3,500 people globally before I left to start Beyond Philosophy, a customer experience consultancy, back in 2002.
Wired and Dangerous
JUNE 20, 2016
Growing up on a cattle farm is a chance to see both the promise and perils of freedom. For months cows leisurely graze, sleep in the shade, and drink water from a nearby pond. In the winter when there is no grass, bales of hay are delivered to their “doorstep.” But, when the time comes for cows to be transported to market, herding can become a challenge.
transcosmos Information Systems
JUNE 20, 2016
Millennials, or those who were born from the 1980s to 2000s, propose an interesting marketing challenge for many businesses. Besides comprising a large demographic of consumers, millennials are still too diverse of a group to just bunch up into one category. That’s what makes marketing to this demographic tricky. Whereas, one strategy may work for a certain percentage while the rest may shun your approach.
ShepHyken
JUNE 20, 2016
Each week I read a number of customer service 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. World’s 3 MOST Customer Centric Companies: How do they do it!! by Kushal Dev. (Customer Guru) Here are our top three picks for the most customer centric companies and some lessons on how they manage to be customer-centric despite their size and diversity.
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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.
Amity
JUNE 20, 2016
Customer Success Managers can usually rattle off a number of metrics and statistics they use to measure their customer's health and success. But it gets a little less standardized when you begin asking them how they measure their own success. I've asked fellow CSMs what their KPIs are and have heard different replies each time. This question has even been one of the most discussed points for my team as we've quadrupled in size in less than a year.
Topdown
JUNE 20, 2016
Business users want and need customer communications management (CCM) software that allows them to create and modify layouts and templates without help from IT, and without having to learn HTML5 or CSS3. And they want an intuitive, user-friendly visual interface.
LiveChat
JUNE 20, 2016
Do you know that feeling when you start a new job and everything is so new, so interesting and exciting? New people, new walls, new tasks. You do everything you can to prove that you’re the right person for the position and you don’t mind staying later at work. You’ve never been the 8-16 person anyways. Besides that – hey, it’s your career! Or maybe you’re the startup owner who opened a business you’re passionate about.
ForeSee
JUNE 20, 2016
Niya Noneva is a customer experience advocate for TUI Group, a vacation and travel booking company based in Europe, who recently sat down with ForeSee to talk about the value. The post 4 questions with TUI about how VoC gives them a competitive advantage appeared first on ForeSee.
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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,
Maz Iqbal
JUNE 20, 2016
It’s evening time, work is finished for the day, and I am taking a stroll. Across my path I notice a man in his thirties. He smiles. He starts speaking to me. I reply. He notices that I am a foreigner in this land. He says “English?”, I say “Yes” He asks where I am … Continue reading "Beware The ‘Customer-Centric’ Enterprise!".
CX Workout - Ideas Blog
JUNE 20, 2016
By Joe Wheeler, President CX Workout. If you have built a journey map internally with employees, or have even spoken to various employees – customer facing or not, you have heard where employees think the customer experience should be improved. Front-facing employees can be a great source of feedback and ideas – based on what they are hearing from customers.
Maz Iqbal
JUNE 20, 2016
It’s evening time, work is finished for the day, and I am taking a stroll. Across my path I notice a man in his thirties. He smiles. He starts speaking to me. I reply. He notices that I am a foreigner in this land. He says “English?”, I say “Yes” He asks where I am … Continue reading "Beware The ‘Customer-Centric’ Enterprise!".
CX Workout - Ideas Blog
JUNE 20, 2016
By Joe Wheeler, President CX Workout. If you have built a journey map internally with employees, or have even spoken to various employees – customer facing or not, you have heard where employees think the customer experience should be improved. Front-facing employees can be a great source of feedback and ideas – based on what they are hearing from customers.
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.
CSM Magazine
JUNE 20, 2016
The trends and challenges impacting contact centre people, processes and technology, illustrated with case studies and in-depth Interviews with customer service leaders. We have come a long way within the customer service industry since Automatic Call Distributor (ACD) technology in the 1960s. One of the biggest changes undoubtedly being the shift from a voice-only call centre to the omni-channel contact centre, which encompasses any and all customer contact points, from web chat and email to so
CX Workout - Ideas Blog
JUNE 20, 2016
If you have built a journey map internally with employees, or have even spoken to various employees – customer facing or not, you have heard where employees think the customer experience should be improved. Front-facing employees can be a great source of feedback and ideas – based on what they are hearing from customers. While some companies take action based on this kind of collected employee data (and it’s good to listen in this way), I would suggest you pause there for a moment.
Customer Interactions
JUNE 20, 2016
Shooting for the Stars? Big Goals Can Lead to Big Failures – Unless They’re SMART.
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