Experience Matters
OCTOBER 4, 2016
It’s CX Day in New Zealand, so that’s reason enough to kick off Temkin Group’s CX Day celebration. I can’t think of a better way to start CX Day in The Year of Emotion, then to share my Q&A with Barry Schwartz. During this one hour video focused on Infusing Humanity into CX, we discuss some of Barry’s key findings about people and happiness, and […].
Alida
OCTOBER 4, 2016
Online communities are now an important tool in gaining ongoing customer feedback and insight. In particular, insight communities —private, online communities made up of carefully selected groups of customers who develop long-term relationships with brands—are now used by hundreds of customer-centric global brands. To get the most business value out of your online communities, you must work to keep members engaged.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Experience Matters
OCTOBER 4, 2016
We just published a Temkin Group report, Translating Brand Promises into Employee Behaviors. Here’s the executive summary: Temkin Group has found that the companies that deliver great customer experience use their brand as a blueprint for how they treat customers, which is why Compelling Brand Values is one of our four customer experience core competencies.
Michelli Experience
OCTOBER 4, 2016
It will come as no surprise that consumers today demand effortless and expedited service! Online retailers like Amazon have made shopping easier (24-hours a day, purchasing from the comfort of our home, with no lines at checkout) but they make customers wait for delivery (typically relying on UPS). By contrast, brick-and-mortar businesses have products available for immediate purchase but often aggravate customers with slow or inefficient processes for completing transactions (e.g. lines at the
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
CX Journey
OCTOBER 4, 2016
Image courtesy of Peter Aceto Does your company practice Weology? Weology. What is it? If you guessed that it sounds like "the study of we," you're pretty close. The name of the concept stems from a Muhammad Ali poem, which simply goes like this: Me. we. Three unique letters rearranged into two powerful little words. The concept itself, which is also the title of a book ( Weology: How Everybody Wins When We Comes Before Me ), summarizes the leadership style of Peter Aceto , CEO of Tangerine Bank
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
GetFeedback
OCTOBER 4, 2016
The customer journey is evolving. Modern consumers want a more personalized customer experience, and companies can secure their loyalty by delivering it.
ShepHyken
OCTOBER 4, 2016
Doug Sandler Shares How Nice Guys Finish First. Shep Hyken speaks with blogger, speaker, DJ, and bestselling author, Doug Sandler. They discuss his book, “ Nice Guys Finish First.” Doug shares his expertise about how to provide excellent customer care, and how you can achieve more with customers by being nice. If you want to finish first in customer care, tune into this episode of Amazing Business Radio!
transcosmos Information Systems
OCTOBER 4, 2016
Technology continues to evolve each year, and along with it comes a host of skills that organizations need to keep up with the times. The pace with which the industry changes is so fast that what used to be considered a hot tech skill last year could become extinct virtually overnight. While most of the must-have tech expertise through the years continue to be sought after, the advent of the Internet of Things (IoT), Cloud-based systems, and new technology initiatives have compelled businesses t
Kate Nasser
OCTOBER 4, 2016
Super customer experience is achieved when you think from the customer perspective not from yours. Involve them & win their loyalty. 4 ways to win big. The post Customer Experience: Loyalty Through Narcissism? appeared first on KateNasser.com.
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.
Magellan Solutions
OCTOBER 4, 2016
The proven benefits of outsourcing have encouraged companies of different sizes and from varying industries to delegate their routine tasks to freelancers, contractors, call centers and BPOs. From small start-ups to Fortune 500 companies, outsourcing has paved the way for them to cut back on costs and focus their resources on their other key operations.
Avaya
OCTOBER 4, 2016
Cord Himelstein, Head of Marketing for Michael C. Fina Recognition, has helped the company become a leading provider of employee recognition and incentive programs. Since 2007, he has been responsible for leading the company’s strategic marketing initiatives and communications efforts. Cord works closely with customers to help them develop measurable workforce recognition strategies.
transcosmos Information Systems
OCTOBER 4, 2016
Technology continues to evolve each year, and along with it comes a host of skills that organizations need to keep up with the times. The pace with which the industry changes is so fast that what used to be considered a hot tech skill last year could become extinct virtually overnight. While most of the must-have tech expertise through the years continue to be sought after, the advent of the Internet of Things (IoT), Cloud-based systems, and new technology initiatives have compelled businesses t
Avaya
OCTOBER 4, 2016
It’s not easy for credit unions to compete these days. Many need to win against neighboring big banks, with nearby branches, billions in operating expenses, and national marketing campaigns. To compete against their larger banking competitors, the IT staff of one top 20 U.S. credit union with 500,000 members and fewer than 50 locations focuses on three strategies while being very mindful of the budget.
Advertisement
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.
Myra Golden
OCTOBER 4, 2016
My husband helping our son with homework a couple of nights ago. Story highlights. Maintain employees’ esteem when giving constructive feedback so you protect the relationship and get behavior change. I’m sitting on my patio, with my feet up. It’s cloudy and there’s a light breeze. Such a contrast to the oppressively hot and humid summer we’ve had.
Forrester's Customer Insights
OCTOBER 4, 2016
The new eGovernment Benchmark 2016: A Turning Point For eGovernment in Europe? was published this week. Although many countries show progress toward the goals, the transformation is not happening as quickly as expected. Public services are increasingly accessible, with 81% available online. However, one area that disappoints is user-centricity. While business-related services have improved significantly, citizen-related services lag particularly in ease and speed of use.
Myra Golden
OCTOBER 4, 2016
My husband helping our son with homework a couple of nights ago. Story highlights. Maintain employees’ esteem when giving constructive feedback so you protect the relationship and get behavior change. I’m sitting on my patio, with my feet up. It’s cloudy and there’s a light breeze. Such a contrast to the oppressively hot and humid summer we’ve had.
Customer Interactions
OCTOBER 4, 2016
When Customers Are Emotionally Invested, They Come Back
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,
Brad Cleveland Blog
OCTOBER 4, 2016
Customer experience is not a program, a department, a contact center, self-service capability, or CRM system—it’s much more. It’s an ecosystem, comprised of many components that must seamlessly work together. It’s the result of a culture and approach that spans … Continue reading → The post Building a Customer Service Ecosystem appeared first on Brad Cleveland.
Kerry Bodine
OCTOBER 4, 2016
A hammer is the perfect tool for pounding nails into a 2×4, but would be terrible at cutting it in half. A basic handsaw would easily take care of that single cut, but probably wouldn’t be your saw of choice if you had to cut a pile of 1000 boards. Just as no tool in your toolbox is a fit for every task, no research methodology will help you answer every single question about your customers.
Calabrio
OCTOBER 4, 2016
The potential of “omnichannel” when it comes to contact centers is undeniable. Your customers prefer different modes of communication—phone, email, chat, social media… Let them choose how they connect with and receive support from your contact center agents, and you score high for ease of doing business, right? But omnichannel can have a dark side. Most companies’ eagerness exceeds their readiness when it comes to properly planning and supporting multiple channels of customer support.
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.
Kerry Bodine
OCTOBER 4, 2016
A hammer is the perfect tool for pounding nails into a 2×4, but would be terrible at cutting it in half. A basic handsaw would easily take care of that single cut, but probably wouldn’t be your saw of choice if you had to cut a pile of 1000 boards. Just as no tool in your toolbox is a fit for every task, no research methodology will help you answer every single question about your customers.
CSM Magazine
OCTOBER 4, 2016
As an employer it is down to you to inspire your employees – particularly if you want them to both grow and stay satisfied within their roles. If you don’t inspire your employees, they will become caught up in the monotonous day-to-day routine that will demotivate them – productivity will drop and therefore employee turnover will be high. As a result your business will suffer as you keep losing the key cogs that keep the wheels of your business turning and waste precious time constantly tr
Expert insights. Personalized for you.
304 
Let's personalize your content