InMoment XI
AUGUST 3, 2016
Several years ago, I worked for a large software company that used NPS®, or Net Promoter Score®, as the primary VoC measure for each of its product lines. For those of us in product line leadership rolls, receiving our NPS score was like having an annual grenade tossed in the room—particularly if the score had. View Article.
Experience Investigators by 360Connext
AUGUST 3, 2016
I heard this question while speaking to a group not too long ago. It’s a great – and surprisingly complex – inquiry. When I quizzed the group, here are a few ideas I heard: “The minute someone decides to buy, that’s when they become a customer.” “The first time the customer has a problem or […]. The post When Does Your Customer Experience Start?
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InMoment XI
AUGUST 3, 2016
Several years ago, I worked for a large software company that used NPS®, or Net Promoter Score®, as the primary VoC measure for each of its product lines. For those of us in product line leadership rolls, receiving our NPS score was like having an annual grenade tossed in the room—particularly if the score had.
Alida
AUGUST 3, 2016
Still unsure about attending the 2016 Customer Intelligence Summit? Tired of trying to convince your boss why you should join other customer-centric leaders in Chicago this September? We’ve already outlined what the Summit has in store for marketing , customer experience , innovation and research pros—but we haven’t shared what past attendees gained from the experience.
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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
AUGUST 3, 2016
Several years ago, I worked for a large software company that used NPS®, or Net Promoter Score®, as the primary VoC measure for each of its product lines. For those of us in product line leadership rolls, receiving our NPS score was like having an annual grenade tossed in the room—particularly if the score had.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Michelli Experience
AUGUST 3, 2016
I suspect you’ve heard the phrase, “dollars to donuts.” From my research, its earliest reference occurred in 1876 and typically implies a wager where you are so certain of a bet that you are willing to gamble losing dollars (something of higher value) for the prospect of winning donuts (something of lower value). In truth, this blog isn’t about “dollars to donuts” it’s actually more about “dollars AND donuts.”.
Beyond Philosophy
AUGUST 3, 2016
Pain Points. We all have them. We all hate them. So do your customers. There are the physical pain points and mental pain points. I like to avoid both, but today I am talking about the second lot. When you are a customer, your pain points are a nuisance. However, when you are designing a Customer Experience, customer pain points are invaluable—especially when your competition has the same ones.
ShepHyken
AUGUST 3, 2016
Use Common Sense. My sister, Kim, lives in Park City, Utah. She moved from one home to another about two years ago. Four months later her water was turned off, and she found a notice on her door that she was in arrears with her payments to the water company. She knew there was a mistake. She was set up to “auto-pay” the water bill with her credit card, the same as she had done for her previous home.
iPerceptions
AUGUST 3, 2016
It’s summertime, and the digital marketing scene is heating up. This roundup looks at new research from Facebook IQ and eMarketer on some of the key trends affecting e-commerce, as well as different ways to get more out of your CX efforts, including bringing your VoC data into your real-time marketing systems.
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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
AUGUST 3, 2016
Prospects invest a great deal of time researching the right solution. For some, it’s easier because they’ve got a hot tip on a must-have service – and if that’s your service then you’ve been working really hard at customer success! Throughout the evaluation process, a number of solutions (likely your competitors) are being considered, a few individuals from different departments are weighing in ( the average decision group consists of 5.4 people ) and the prospect i
Think Customers
AUGUST 3, 2016
Furthermore, CRM systems are emerging as a critical tool for creating a unified view of the customer. For example, CRM data plays an important role as a source of insight as marketers look to leverage what they know about customers for data-driven advertising. But the process for purchasing, implementing, and maintaining a CRM system isn't perfect.
Forrester
AUGUST 3, 2016
I am pleased to announce that Forrester Research is commencing a Forrester Wave™ evaluation of the Customer Feedback Management market and collecting data for a separate VoC vendor landscape overview. I will lead the project and the expected publication date is March 2017. For more information about the Forrester Wave process, please read here.
Avaya
AUGUST 3, 2016
Welcome to “An Introduction to Avaya Breeze Prompts and Gateways,” part three in a series of videos that explore writing Avaya Breeze™ applications—or Snap-ins. In my first two Breeze videos, I built a simple, yet functional Make Call Snap-In. I showed you how to use the Breeze tools for Snap-In creation, execution, and testing. This video expands upon that work by enhancing the Make Call Snap-in with a DTMF prompt and decision logic.
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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,
Kate Nasser
AUGUST 3, 2016
Transitions/change in your life can challenge your relationships. How do transition people skills help you? Join The People Skills Coach™ to explore this topic in #PeopleSkills global Twitter chat SUN. Aug. 7th 10amET. The post Transition People Skills: JOIN #PeopleSkills Chat Aug. 7 appeared first on KateNasser.com.
CSM Magazine
AUGUST 3, 2016
When working in sales, training is important and should be something that is implemented regularly. Athletes don’t spend a day training then leave it at that, they spend each and every day working on their skill set, ensuring they understand the latest techniques and this shouldn’t be any different in the workplace. In a world of rapidly advancing technology, there’s always something new to learn and take advantage of at your desk to make your job easier or improved.
The DiJulius Group
AUGUST 3, 2016
Is Pokémon The Future Of Customer Experience? Pokemania is spreading like wildfire. Pokémon GO, the hot new Augmented Reality (AR) game is not just another hot game on that market. What is most interesting is that it is a cultural phenomenon that blends reality with game play. While gamers see it as just another way […].
Customer Interactions
AUGUST 3, 2016
Real-Time Personalization Helps Brands Win. According to a recent report from MyCustomer, “The 10 Marketing Priorities of Customer-Centric Brands: Insight Report 2016,” multichannel customer engagement—customer journeys that span mobile, voice call, web-based, in-person and other interactions—is no longer the exception, but a “new normal” for today’s customer experience.
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.
Brad Cleveland Blog
AUGUST 3, 2016
In recent years, there has been a lot of attention on contact center “optimization.” To many, optimization is synonymous with driving costs out of the business — moving contacts to lower-cost channels (self- service, etc.), reducing human contact with the … Continue reading → The post Focus on What Really Matters appeared first on Brad Cleveland.
CSM Magazine
AUGUST 3, 2016
All over the web, you can find articles detailing tricks to engage and improve sales staff, marketers, middle managers, and more. However, when it comes to those employees who have the grueling job of keeping customers happy, the literature is few and far between. Most companies assume that customer service workers are naturally sociable and inspired to help those they serve, but the fact is this department can get as burnt out as any other.
Brad Cleveland Blog
AUGUST 3, 2016
In recent years, there has been a lot of attention on contact center “optimization.” To many, optimization is synonymous with driving costs out of the business — moving contacts to lower-cost channels (self- service, etc.), reducing human contact with the customer, and driving down handling times.
Eptica
AUGUST 3, 2016
Date: Wednesday, August 3, 2016 Coping with the switch from phone to digital customer service. Published on: August 03, 2016. Author: Pauline Ashenden Everyone knows that we live in a multichannel world, but how is this impacting companies on the ground? New research by contact center analysts, Contact Babel , in the US and the UK highlights how consumer usage of channels is changing and the pressure it is putting on organizations.
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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.
Brad Cleveland Blog
AUGUST 3, 2016
In recent years, there has been a lot of attention on contact center “optimization.” To many, optimization is synonymous with driving costs out of the business — moving contacts to lower-cost channels (self- service, etc.), reducing human contact with the customer, and driving down handling times.
Talkdesk
AUGUST 3, 2016
To be competitive in today’s oversaturated marketplace is to make a commitment to being customer-centric. The companies that invest in creating excellent customer experiences ultimately differentiate themselves from competitors and succeed in the long term. There are many aspects to effectively executing a customer experience strategy. In this week’s Customer Experience Weekly, we’ll be exploring customer service metrics.
LiveChat
AUGUST 3, 2016
You might think it’s only your problem. Customers fill their carts, they’re ready to pay, then they just leave! Annoying, right? Well, without a doubt, every single ecommerce retailer and marketer out there has had some experience with cart abandonment. According to Business Insider, in the US 50 percent of carts are abandoned for a whole host of reasons.
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