InMoment XI
FEBRUARY 9, 2018
Dräger – An innovative platform leads to an improved customer experience Dräger, an international leading company in medical and safety technology, has carried out customer satisfaction studies worldwide for a number of years. At the beginning, only relational surveys were conducted in intervals of up to three years. The survey was in the form of.
Experience Investigators by 360Connext
FEBRUARY 9, 2018
No matter what language they speak, there’s typically a barrier between the language brands use internally and the language customers use while trying to get something done. Yet it really isn’t what they hear, but how it makes them feel and what it makes them want to do next. Does it drive the next best action, or leave them scratching their heads and dropping out of the journey?
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
ShepHyken
FEBRUARY 9, 2018
This week we feature an article by Kristin Erikson writes shares great customer service training tips and ideas that will help your company build brand advocacy. Remember customer service training is not something you di, it’s something you do. – Shep Hyken. What is the most important thing you can do to improve relationships with your customers?
UJET
FEBRUARY 9, 2018
Every year, companies like LinkedIn, Glassdoor, and Indeed put out lists of the top places to work. From hammocks and ping-pong tables to fully stocked break rooms and rooftop zen gardens, it may seem like company culture is directly tied to the amount of money you’re willing to spend. But a recent visit to a contact center, which happened to be located inside of the Perryville Correctional Facility in Arizona, proved the exact opposite: an awesome culture isn’t something that’s bought.
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.
Horizon CX
FEBRUARY 9, 2018
WE HAVE MOVED Coupled with the launch of my new website www.horizoncx.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
CSM Magazine
FEBRUARY 9, 2018
Not listening could be driving your customers away. Listen well and you’ll not only keep them, you’ll increase sales and customer loyalty. Even though communication involves two parts – speaking and listening – I believe that listening is 2/3 of successful communication. Someone can speak all they want. But if the other party doesn’t listen – really listen – nothing that was said matters at all.
LiveChat
FEBRUARY 9, 2018
Building customer trust is a crucial step towards the success of any online business. And whether you are an established business or a startup, walking an extra mile to assure customers and prospects can trust you, is worth all the hard work. If you are struggling to convert your customers , there might be a trust issue between them and your business.
CSM Magazine
FEBRUARY 9, 2018
Are you treating customer service as an add-on to your business? If you are, you will never provide really great service. If someone asked you what your business does, what would you say? If you are like most business people, you would respond with something about your core offering. You’d say, “We are a bookstore.” “We provide health care to the community.
Smith+co CX
FEBRUARY 9, 2018
For those who are unfamiliar with English Premier League football, there has been one team that has clearly stood out this season - Manchester City. On the pitch their explosive approach to attacking and their dogged attitude in defence has seen them turn over pretty much every team who has stood in their way. I am not a Man City fan. However, a friend of mine who is a season ticket holder at Manchester's Etihad Stadium, kindly invited me to a match.
Advertisement
Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?
CSM Magazine
FEBRUARY 9, 2018
Today’s customers demand a great customer experience and will not settle for anything less. Here are ten ways to make it happen. It is no longer good enough for companies to provide good customers service — rather, companies need to create memorable interactions with customers that help establish a loyal relationship and promote brand advocacy.
Verint
FEBRUARY 9, 2018
Reacting after the fact to an unforeseen security event used to be the only option for bank officials. But now, as financial organizations are facing a new risk paradigm that encompasses both cyber and physical threats, the level of intelligence needed to be fully prepared has increased tremendously. And, this expansion has led to a new and smarter type of security approach: one that is proactive rather than reactive.
CSM Magazine
FEBRUARY 9, 2018
The importance of consistency in building strong customer relationships can’t be overemphasized. Customers want to have confidence that we’ll deliver on our promises every time. Companies like McDonald’s and Starbucks weren’t always big guys. They started out small and grew. And their growth was laid on a foundation of consistency in their market, in terms of the quality of their products and the service they delivered.
InMoment XI
FEBRUARY 9, 2018
Dräger – An innovative platform leads to an improved customer experience Dräger, an international leading company in medical and safety technology, has carried out customer satisfaction studies worldwide for a number of years. At the beginning, only relational surveys were conducted in intervals of up to three years. The survey was in the form of.
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,
ijgolding
FEBRUARY 9, 2018
Every day, every week, every month, every year, I learn something new. It is one of the reasons I obsess with calling myself a ‘specialist’, not an ‘expert’ Specialists never stop learning and I am regularly reminded that there nuggets of knowledge waiting around every corner. A few weeks ago, a fellow Customer Experience Specialist – an amazing lady called Jan Richards – passed on one such nugget.
Customer Bliss
FEBRUARY 9, 2018
The following post is an excerpt from my book: Chief Customer Officer 2.0. Below, I share a “My Rock, My Story” snippet – which is one of many featured throughout the book. These stories come from CCOs who have faced numerous challenges, yet persevered in pushing their metaphorical “rock up the hill” by uniting their leadership teams, working through challenges, and ultimately achieving success in doing so.
Comm100
FEBRUARY 9, 2018
One way to achieve customer service consistency is to create a knowledge base as a single, infallible point of knowledge for customers or even for your staff. Building a knowledge base isn’t easy, but luckily there are examples all around the internet that you can take inspiration from. Read on to see how other companies are doing it, and what you can learn from them.
Expert insights. Personalized for you.
200 
Let's personalize your content