Experience Investigators by 360Connext
SEPTEMBER 7, 2016
Brands need to keep innovating. To stay ahead of the market, they need to offer the “what’s next” to stave off the competition. Innovation is about responding to the market, anticipating needs, and using a little magic to appeal to customers. I often wonder about the companies that don’t innovate. And then I remember some of […].
Beyond Philosophy
SEPTEMBER 7, 2016
Apple is changing. They are paying loads more taxes in Ireland. The new iPhone doesn’t have a headphone jack (or nearly as much excitement as previous iPhone launches). Moreover, the Apple Store is no more! Wait, what? You read that right. In late August, Apple announced that the word “store” would be removed from the name of its retail locations. Quite frankly, this move is much bigger news for their Customer Experience than the release of the iPhone 7.
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ShepHyken
SEPTEMBER 7, 2016
Customer Opportunity. Just last week I wrote an article about companies that ask customers to repeat their problems, account numbers and more. So consider this a follow-up to that article that approaches the subject from a completely different angle. For example, getting transferred from one customer service representative to the next and having to repeat the issue.
Amity
SEPTEMBER 7, 2016
With 20,000 customers worldwide, HubSpot is the world’s leading inbound marketing and sales platform, transforming the way businesses attract, engage, and delight customers. We sat down with Stephen O’Keefe, Director of Customer Success, to discuss how Customer Success has evolved at HubSpot over the last 7 years. Can you give us a brief overview of Customer Success at HubSpot, and of your responsibilities?
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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.
Topdown
SEPTEMBER 7, 2016
Recently, I was invited by CMSWiRE to join a group of industry experts for a Tweet Jam on the topic of building your MarTech and DX stack. We explored the dilemma businesses face when building out their digital marketing and digital customer experience capabilities: building today what you’ll need for tomorrow. It’s a tough challenge, given that today's mercurial consumers shift channels, loyalties, and expectations at the swipe of a finger, making it ever-more difficult to predict future DX tec
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
SEPTEMBER 7, 2016
According to a new report from NewVoiceMedia, businesses lose $62 billion per year because of poor customer service. In addition, almost 50 percent of the surveyed respondents across the United States said they switched to a different business as a result of poor customer service. When it comes to treating clients well then, it’s easy to see that many ventures continue to drop the ball year after year.
Myra Golden
SEPTEMBER 7, 2016
Me and Lauren when she was 6 years old. When my daughter was 4 years old McDonald’s was her favorite place to eat out. We always got her the Happy Meal with chicken McNuggets. To this day she’s still not a “burger” person. One afternoon we stopped at McDonald’s on the way home from pre-school. I placed Lauren’s usual Happy Meal order through the drive-thru speaker.
iPerceptions
SEPTEMBER 7, 2016
Getting your hands on the right data to create effective and precise audience segments is tough.
Think Customers
SEPTEMBER 7, 2016
Earlier this week, Google unveiled its latest effort to help retailers boost sales through mobile devices. On Tuesday, Google introduced a “Shop the Look” program that lets smartphone users purchase apparel and other products through the images that appear in response to search terms. The program, which is powered by partnerships with sites like Curalate, LIKEtoKnow.it, and Polyvore, pulls images and links to products from blogs, social posts, and retail sites.
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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.
dscout People Nerds
SEPTEMBER 7, 2016
A People Nerds interview with Sara Cambridge.
Talkdesk
SEPTEMBER 7, 2016
Surprising and delighting customers is a fantastic way to increase customer loyalty, and outshine competitors. What do customers know they want consistently from your call center team? They crave an easy and quick way to resolve issues. That let’s-get-this-over-with-and-we-can-remain-friends vibe? That’s what Customer Effort Score, or CES, is all about and routinely positive CES scores can create loyalty that is just as lasting.
Avaya
SEPTEMBER 7, 2016
Welcome to the second in my series of videos addressing some of the more advanced Avaya Breeze ™ techniques. In part one , I showed you how to catch and process errors inside a Breeze Snap-in. Here in Part Two, I discuss Breeze Connectors and how they are used to extend the communications capabilities of Avaya Aura ®. Specifically, I present the WebText SMS Text Connector.
Brad Cleveland Blog
SEPTEMBER 7, 2016
Many contact centers have been through consolidations or restructurings that are really just cleanup efforts for lack of having or using an effective customer access strategy. For example, I recall helping an insurance company with agent group “consolidation.” Their sales … Continue reading → The post Strategy Drives Structure appeared first on Brad Cleveland.
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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,
Eptica
SEPTEMBER 7, 2016
Date: Wednesday, September 7, 2016 The importance of understanding language in customer service. Published on: September 07, 2016. Author: Chris Eideh People use a whole range of different words to refer to your products – many will differ from those words that your organization uses internally. For example, research found that there are 57 names for the humble TV remote control , including the flipper, the changer and even the doofangle.
Brad Cleveland Blog
SEPTEMBER 7, 2016
Many contact centers have been through consolidations or restructurings that are really just cleanup efforts for lack of having or using an effective customer access strategy. For example, I recall helping an insurance company with agent group “consolidation.
Brad Cleveland Blog
SEPTEMBER 7, 2016
Many contact centers have been through consolidations or restructurings that are really just cleanup efforts for lack of having or using an effective customer access strategy. For example, I recall helping an insurance company with agent group “consolidation.
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