ijgolding

APRIL 4, 2017

There are certain things in life that are indisputable. Money does not grow on trees, is just one example. The earth is round, is another. Additionally, it cannot be denied that we – that is you and I – in fact all people on the planet – are human beings. I know that often human beings behave in a way that puts our humanity in doubt, yet even though not all people share the same moral or ethical code, we are all humans nonetheless.

Technology 336

Technology Innovation Leadership Customer Experience Professionals 336

InMoment XI

APRIL 4, 2017

Dealership in-store digital video is nothing new. But what’s new about the recent announcement from General Motors is the potential for a large group of GM auto retailers to offer narrow-casting content to an audience already stationed at the dealership that isn’t exclusively the same ole “price and item” strategy retailers seem to crave.

Retail 200

Retail Video Groups Strategy 200

Experience Matters

APRIL 4, 2017

We released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. consumers. Here’s a link to FAQ’s about the Ratings. As a follow-up, we published blog posts that examine the results for each of the 20 industries. You can see links to all […].

Industry 200

Industry Survey Consumers Customer Experience 200

InMoment XI

APRIL 4, 2017

Dealership in-store digital video is nothing new. But what’s new about the recent announcement from General Motors is the potential for a large group of GM auto retailers to offer narrow-casting content to an audience already stationed at the dealership that isn’t exclusively the same ole “price and item” strategy retailers seem to crave.

Retail 200

Retail Video Groups Strategy 200

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.

Data

Customer Bliss

APRIL 4, 2017

Episode Overview. Southwest Airlines has an industry-standard approach to promoting people from within. Sonya LaCore actually began as a flight attendant, rose through many levels of service leadership with in-flight crews, and today is the leader of all in-flight operations. This conversation is about that journey, her calling to serve, and more. About Sonya.

Airlines 204

Airlines Hospitality Leadership Connections 204

Vonage

APRIL 4, 2017

Recently, Craig Borowski, Customer Service Market Analyst for the online technology consultancy Software Advice, released a new report which studied if better customer service is the “necessity” that AI needs to be relevant. We had the opportunity to speak with Mr. Borowski to learn a little more about what his research uncovered. What have been some of the significant AI developments over the last few years?

Customer Service 159

Customer Service Chatbots Social Media Software 159

Uniphore

APRIL 4, 2017

When implementing a new contact center, or transforming to a next generation one, the most critical piece of the puzzle is not the technologies implemented, but the vendor that does the implementing. Read More.

Contact Center 100

Contact Center Technology 100

PeopleMetrics

APRIL 4, 2017

Hey, we get it – nobody wants to fail. But the hard truth is that failure is a fact of life. We try, get knocked down, and pick ourselves up to try again. We hold the ‘dust yourself off and get back on the horse’ ethos as admirable. We teach it to our children, and encourage them to learn from their mistakes. And we try to do this ourselves, as well.

Culture 94

Culture Innovation Customer Experience Professionals Customers 94

CustomerGauge

APRIL 4, 2017

When discussing closing the loop with customers and delivering great CX, responsibility is often shifted to the frontline. While it’s true that these employees are the first line of defense in resolving issues with dissatisfied customers, they aren’t the only ones bearing the burden. In our most recent white paper, Next-Generation Net Promoter®: How to Monetize […].

Company 79

Company How To NPS Customers 79

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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.

Customers

ShepHyken

APRIL 4, 2017

Jeff Toister Provides 3 Steps to Developing a Customer-Focused Culture. Nearly every company says that they want to have a customer-focused culture, but then why are so many companies lacking one? What are the steps that your company needs to take to be committed to becoming customer focused? Shep Hyken speaks with Jeff Toister about his new book, The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service.

Handbook 76

Handbook Culture Customer Focused Customer Service 76

Russel Lolacher

APRIL 4, 2017

Is social customer care important to you? Recently, customer service king o’kings Shep Hyken, visited Social Media Marketing World in San Diego to speak on the customer experience and its changing nature. His experience at the conference inspired him to write this article for 4hoteliers: Social Customer Care Cannot Be Ignored I have to disagree with Shep.

Customer Care 74

Customer Care Social Media Conference Customers 74

iPerceptions

APRIL 4, 2017

With Q1 2017 already behind us, there have been plenty of great posts and articles that offer great insights on the online customer experience that are useful to have in your back pocket.

Customer Centricity 66

Customer Centricity Customers Customer Experience 66

Clarabridge

APRIL 4, 2017

Last week, Clarabridge won a Temkin Group CX Vendor Excellence Award for the third time. According to the Temkin Group website, “Temkin Group CX Vendor Excellence Awards recognize any type of vendor (software company, research firm, consultant, etc.) that helps its clients deliver great customer experience.” With that in mind, we are delighted to be included among the winners.

Airlines 66

Airlines Social Media Insurance Customer Experience Management 66

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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.

Communication

ReviewTrackers

APRIL 4, 2017

Reputation is a powerful business currency in banking and financial services. But reputational crises continue to encumber firms. In a survey by Ernst & Young, respondents said reputation was one of the most important factors in deciding whether or not to trust a financial services provider. But their expectations aren’t necessarily being met: a Gallup study revealed that U.S. consumers’ trust in banks had fallen to an all-time low, while Edelman Insights found that the financial services se

Customer Service 63

Customer Service Banking Automotive Financial 63

Provide Support

APRIL 4, 2017

How to close a conversation tips. “Kind words can be short and easy to speak, but their echoes are truly endless.” – Mother Theresa. The way you respond to your customers shows how you respect them and their business. In one of my earlier blog posts I offered useful recommendations for greeting your customers. Today I decided to talk about a proper conversation closing.

Tips 43

Tips How To Customer Service Customers 43

Stella Connect

APRIL 4, 2017

As George Orwell might say, some brands’ chat channels are more equal than others. How wide is the performance gap? Our StellaService Ecommerce Index studies show progress across the board since 2014, but for many brands, there’s a lot more work to be done. In terms of speed and quality, a select few companies have set a high bar. If chat isn’t a priority for your brand, or you don’t offer it, consider this.

Study 40

Study Policies Ecommerce Comparison 40

Verint

APRIL 4, 2017

Whether transactional or holistic, journey maps need customer data to be relevant and credible. In last month’s article , I discussed how to get the most from customer journey maps and how to make them work for your organization. Many of you asked for more details about how to build one, so I will share some of the lessons we learned in building ours.

Customer Journeys 35

Customer Journeys Tips Guidelines Tools 35

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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,

Tips

ReviewTrackers

APRIL 4, 2017

We Stand For Equal Pay. In the U.S., women earn about 76 cents per dollar earned by men on average, but the causes of the gender pay gap are a bit more complicated. Empowering Women in Tech. According to “The Future Tech Workforce: Breaking Gender Barriers” an ISACA Global Survey Report , respondents listed the top five barriers experienced by women in tech as: Lack of mentors (48 percent).

Survey 31

Survey Report Company 31

ClientSuccess

APRIL 4, 2017

Mitch Mcfarlane, SVP of Product and Customer Experience at Instructure , recently spoke alongside several other customer success executives and leaders at the CS100 Summit 2016 in Park City, Utah. At Instructure, Mitch succeeded in scaling customer experience from 3 to over 300 employees in just 5 years. He also helped the team hit 100% net revenue retention during this time and kept NPS scores consistently above 50.

Customer Success 40

Customer Success Metrics Culture NPS 40

Grade.us

APRIL 4, 2017

“Reviews should be ignored.” No one says that of course, they just do it. Most small business owners aren’t managing their reviews well. They don’t ask for reviews and many ignore the random reviews they get. Those who have lots of positive reviews squander them. They don’t understand. But it wouldn’t really matter if they did.

Management 38

Management Infographics Marketing Training 38

LiveChat

APRIL 4, 2017

While it’s clear why having at least one social media account is a “must” for business, it might be difficult which social network site you should choose. Some people think that because Facebook has 2 billion active users, then they should be present on Facebook. Or, because so many people hang out on Instagram (600 million users), you should be there as well.

Social Media 50

Social Media B2C Tips Video 50

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.

Retail