InMoment XI
MAY 30, 2017
It’s no secret that customers are flocking to social media in droves to express their delight and disdain with the brands they buy. A key tool that cutting-edge CX practitioners use to measure their social media (SM) reputation is sentiment analysis. This indicates the relative positivity (or negativity) and strength of the attitude expressed in.
Experience Matters
MAY 30, 2017
Temkin Group has found that the only path to sustainable customer experience differentiation is to build a customer-centric culture. How? By mastering Four Customer Experience Core Competencies. This video provides an overview of one of those competencies, Customer Connectedness, where the goal is to infuse customer insight across the organization. Here Are Four Strategies For Customer Connectedness: Filed under: […].
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InMoment XI
MAY 30, 2017
It’s no secret that customers are flocking to social media in droves to express their delight and disdain with the brands they buy. A key tool that cutting-edge CX practitioners use to measure their social media (SM) reputation is sentiment analysis. This indicates the relative positivity (or negativity) and strength of the attitude expressed in. View Article.
Uniphore
MAY 30, 2017
The Promise. Many years ago, the banking industry introduced the call center channel with the goal of lowering service costs and improving the overall customer experience. The plan was essentially to eliminate basic, low value transactions from the traditional banking branches banking, which would allow branch workers to focus on higher revenue-generating activities, while also providing customer service access around the clock.
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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.
Experience Matters
MAY 30, 2017
Temkin Group has found that the only path to sustainable customer experience differentiation is to build a customer-centric culture. How? By mastering Four Customer Experience Core Competencies. This video provides an overview of one of those competencies, Customer Connectedness, where the goal is to infuse customer insight across the organization.
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
MAY 30, 2017
It doesn’t take a rocket scientist to identify the obvious trend away from brick and mortar in favor of online purchasing. Store closings, layoffs, and predictions of doom haunt many traditional retailers such as the Sears Holding Corporation (parent entity for both Sears and Kmart and an employer of 140,000 people). In a recent SEC filing the Sears Holding Company noted that it is selling property (e.g. in March 2017, they sold the Craftsman brand to Stanley Black & Decker) and engaging new
Customer Bliss
MAY 30, 2017
Episode Overview. Claudiu Coltea is the Executive Vice President and Head of Customer Experience for Citizens Financial Group. He’s a perennial customer experience leader with a background at Gallup, in health care, and in operational roles. He had several interesting takeaways on customer experience management and transforming CX throughout this interview; I’d encourage you to listen to the entire episode when you get some time.
ShepHyken
MAY 30, 2017
Nick Friedman Explains What It Takes to “Move the World”. How can you create a purpose-driven, values-based, socially-conscious company that can deliver both success and significance? Shep Hyken interviews Nick Friedman, co-founder of College Hunks Hauling Junk and Moving about how to develop a customer-focused, values-based company that can benefit you, your employees and your customers.
iPerceptions
MAY 30, 2017
In today’s world of the ever-demanding and empowered customer, organizations need to adapt quickly to stay relevant. As a result, the customer experience (CX) is paramount, and a key differentiator. No longer can the customer experience be an afterthought. To succeed, the customer experience has to be at the epicenter of a brand's DNA.
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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.
CSM Magazine
MAY 30, 2017
Customer service is not just about how a representative reacts to an individual customer; it’s about how a company as a whole reacts to its customers on a long term, sustainable basis. “Sustainability” defines a process that can be maintained at a certain level indefinitely. Most recently, the term has been applied to energy production that involves renewable resources or does not harm the environment and thus, is sustainable.
OpinionLab
MAY 30, 2017
<Warning: This blog contains spoilers for a 36-year-old movie> My parents purchased their first VCR in 1984, and one of the first movies they bought on VHS was Raiders of the Lost Ark. I must have watched Indiana Jones do battle with the Nazis a dozen times that first week alone, and three plus decades later I still count it as one of my all-time favorites.
Topdown
MAY 30, 2017
Chatbots are rapidly proliferating across many industries, and their use is expected to continue to increase for the foreseeable future. Consequently, chatbots and other autonomous customer service channels are a hot topic for customer communications managers. But while many companies, particularly enterprises, are eagerly adopting and deploying chatbot technologies for the obvious benefits of cost savings and customers’ convenience, many questions about their efficacy remain.
CSM Magazine
MAY 30, 2017
I love when great hotels offer nice amenities. Some include a newspaper in the morning, complimentary bottles of water, a piece of chocolate on the nightstand—you get the idea. Notice I didn’t say expensive or fancy hotel. I used the word “great.” Sometimes you don’t have to be expensive or fancy to WOW the customer the way expensive and fancy hotels do.
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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,
Clicktools
MAY 30, 2017
By CallidusCloud CX Guest Blogger, Jeannie Walters. ~~~. Your best customers don’t need rewards. But they might like them. And the rewards that have the most meaning to them might not be what you think! Your most valuable customers are loyal to your organization because they feel like your product or service simply works best for them. They understand how to get the outcomes they are seeking and clearly understand how to get there.
Natalie Petouhof
MAY 30, 2017
Tweet Wondering whether you should invest in AI and Machine Learning? That’s a question that the most innovative companies are considering. Why consider it? One good reason is because your competitors have already started. If that doesn’t give you some reason to get motivated, I hope you get started before you are put out of business. To make sure that doesn’t happen, there are a few things to consider to help you start to explore an investment in machine learning.
Clarabridge
MAY 30, 2017
From onboarding to retention—Contact Centers handle customers during the most delicate points in their journey. They lead upset customers from frustration to elation. They engage with satisfied customers and make them feel appreciated. They de-escalate frustrating situations and play a key factor in customer loyalty. Most importantly, they understand that customer emotion is indicative of long-term results, and respond accordingly on behalf of your company.
CXApp
MAY 30, 2017
There are many generations thriving right now, all mingling and interacting, you could even say influencing the world around them. There’s the Greatest Generation - as Tom Brokaw called them , Baby Boomers, Generation X, Millennials, and Generation Z (now just reaching the age where enter the workforce).
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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?
Confirmit
MAY 30, 2017
Every year we invite clients to enter the Confirmit ACE awards so we can identify those who really deserve some special recognition. Those who have taken our product and ideas and really put it all to good use within their organizations. And at the risk of provoking a wave of sniggering from the back of the room, it’s not about what you’ve got, but how you use it.
CSM Magazine
MAY 30, 2017
People cannot be made to change their behavior. However, there are techniques that you can use to better deal with them when they are exhibiting difficult behavior. This is especially true when dealing with emotional situations. In such instances, it is helpful for you to maintain control of your emotions and get the other party focusing on underlying issues and resolution to them rather than arguing or disagreeing.
Grade.us
MAY 30, 2017
If you hit the regular marketing blogs up semi-regularly over the past few years, you’ve heard the term “brand story”. Boiling down what your business does at a core level, and then spreading that news in a concentrated message across every bit of advertising and content marketing that you do—not at all a bad idea. Whatever your brand puts out; it needs to communicate exactly what you mean in a clear way.
CSM Magazine
MAY 30, 2017
Your ultimate resource to the key CX investment areas for 2017 and how to make the most from your vendor partnerships. There is no denying that in 2017 for organisations to stay ahead of their competitors and differentiate themselves within the market, they need to focus on providing an excellent customer experience. But while some elements of a CX programme can be created and managed in-house, no company can be a jack-of-all-trades when it comes to the vast array of tools, technology and servic
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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.
dscout People Nerds
MAY 30, 2017
Neuroscientist Brian Levine on memory, subjectivity and the importance of details.
Brad Cleveland Blog
MAY 30, 2017
Customer advocacy refers to both how a company advocates for customers (doing what’s best for customers) and how customers advocate for companies (spreading the word about its products, services and brand). Both are vital to success today. Here’s a video … Continue reading → The post The Importance of Customer Advocacy appeared first on Brad Cleveland.
Kayako
MAY 30, 2017
You’ve read all the classic books on customer service— Delivering Happiness by Tony Hsieh, How to Win Friends and Influence People by Dale Carnegie, and more. But now you don’t need to spend hours reading another book, unless you’d like that. Thanks to the rise of TED talks, there are troves of great videos on YouTube where you can learn tips in just 15 minutes.
Brad Cleveland Blog
MAY 30, 2017
Customer advocacy refers to both how a company advocates for customers (doing what’s best for customers) and how customers advocate for companies (spreading the word about its products, services and brand). Both are vital to success today. Here’s a video from my just released Lynda.com course to explain why.
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
LiveChat
MAY 30, 2017
Quora is one of the most underutilized marketing platforms. With 40 million users and more than 300 million questions, it is one of the top social networking sites which is frequently used by thought leaders. Type a question related to your industry on Google, and the chances are that the first few search results would be Quora answers. For smart marketers, this the most important real estate on search engines.
Brad Cleveland Blog
MAY 30, 2017
Customer advocacy refers to both how a company advocates for customers (doing what’s best for customers) and how customers advocate for companies (spreading the word about its products, services and brand). Both are vital to success today. Here’s a video from my just released Lynda.com course to explain why.
Clicktools
MAY 30, 2017
Does the title of this blog freak you out?! Don’t win new customers?! Glad it got your attention, but sorry, you do still need to bring in more business (unless you’re in the exceedingly rare and enviable position of companies like Tesla that have hundreds of thousands of anxious prospects on a wait list to buy). For now, we’ll assume you’re not in that position, but it’s a bit of a moot point because even companies with people lining up around the corner to make pu
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