Experience Matters

OCTOBER 30, 2017

CVS made an offer to buy Aetna for more than $66 billion. While there may be a lot of value in a combined company’s increase in power in drug distribution, what might this healthcare vertical integration mean for customer experience? My take: CVS and Aetna have totally different relationships with consumers. One lures in consumers for individual retail transactions and an intermittent set of pharmacy interactions, while the other has an annual contractual relationship that often deals with

Healthcare 300

Healthcare Retail Consumers Groups 300

Comm100

OCTOBER 30, 2017

Christmas is coming, and in the spirit of the season of giving, it’s a great time to show your customers how much you care about them with a gift or token of your appreciation. While it’s a wonderful thing to try to show you care, too many businesses miss the mark by buying gifts for customers that are boring, bland or thoughtless – think corporate personalized pens, coffee mugs or gift cards.

Fashion 209

Fashion eBook Social Media Customers 209

GetFeedback

OCTOBER 30, 2017

GetFeedback Text Analytics examines open-ended feedback in real time and surfaces the keywords and phrases that matter most, so you can spot trends faster.

Analytics 150

Analytics Trends Feedback 150

Beyond Philosophy

OCTOBER 30, 2017

Would you like to learn golf from a hall of famer? How about baking some French macarons at Le Cordon Bleu in Paris? Hotel chains, worried about competition from Airbnb , are rolling out these and other special experiences for their best rewards customers. Marriott’s master class program currently offers a chance to skipper an America’s Cup yacht in San Diego, and past offerings have included a clinic with an NBA star and golf lessons with a hall of famer.

Hotels 127

Hotels Travel Rewards Programs Loyalty 127

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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

Wired and Dangerous

OCTOBER 30, 2017

Halloween is here today! Parents reflect on Halloween’s past with colorful pictures in their minds. Kids are excited the BIG day has finally arrived —sugar highs, “who ‘ya gonna be this year,” doorbells and knocks, candles in pumpkins, goblins and witches, bats and spiders, oh my! But, the phrase that most characterizes the season of scare is “trick or treat.

Customer Journeys 70

Customer Journeys Resources Connections Tools 70

Helen Dewdney

OCTOBER 30, 2017

So you have booked your hotel and you’re looking forward to your stay and then disaster. The hotel contacts you and says it has overbooked or even worse you get to the hotel to find that it has overbooked. What are your rights and what should you do? 1) If your accommodation was booked with a UK travel company, then your contract will probably be with the hotel.

Hotels 0

Hotels Travel Tips Consumers 0

CX University

OCTOBER 30, 2017

CX University (CXU) announced today the official launch of Customer Experience (CX) Financial Consulting Services. Scott McCallister, new to CXU as VP of Consulting, will spearhead the mission to provide guidance to CX practitioners and organizations who need solid quantitative data connecting CX strategies to the financial bottom line. He will be featured in a November 15th webinar, Show me the numbers!

Consulting 40

Consulting Financial Measurement Net Promoter Score 40

Talkdesk

OCTOBER 30, 2017

Industry disruption doesn’t happen by adhering to the status quo. Progress isn’t made when you play the game by the same unspoken rules as everyone else. There’s always a moment that comes right before a breakthrough when someone in the room dares to say “This might be a crazy idea …”. The contact center space has been stagnant for decades. Despite the rapid evolution of consumer technology (and consumer expectations), the experience customers have when they call into a contact center is still t

Contact Center 40

Contact Center Self Service Industry Customer Satisfaction 40

Escalent

OCTOBER 30, 2017

Not too long ago, the only viable option for watching video in the home was to subscribe to a cable or satellite TV provider.

Consumers 45

Consumers Video Technology 45

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Communication

Happy or Not

OCTOBER 30, 2017

This year’s City Summit will offer seminars for building technical and leadership skills. There will also be workshops providing real-world collaborative solutions for local government concerns, including: economic development, technology, sustainability, housing and cultural and social issues. The post National League of Cities (NLC) | 15.-18.11.2017 appeared first on HappyOrNot.

Government 28

Government Leadership Culture Technology 28

ShepHyken

OCTOBER 30, 2017

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 4 Steps to Enhancing the Customer Experience with Social Media by Alison Zeringue. (Marketing Land) Social media marketing isn’t just about winning followers.

Social Media 23

Social Media Customer Service Retail Loyalty 23

Happy or Not

OCTOBER 30, 2017

HappyOrNot sponsors Customer Service Awards Luncheon 2017. Customer Service Awards Luncheon is designed to recognize organizations demonstrating the importance of superior customer service within the business world. The post Customer Service Awards Luncheon | 2.11.2017 appeared first on HappyOrNot.

Customer Service 28

Customer Service Customers 28

Comm100

OCTOBER 30, 2017

Contact center management is a difficult job. Even as an outsider, if you’ve spent any time at all working alongside a call center or contact center you’ve probably seen the same mistakes being made by management over and over regardless of the company, the market, the product or customer base. Many management mistakes come about from an effort to do the right thing and with the right intentions , but they either were not carried through correctly, or they were incorrectly implemented right from

Contact Center 111

Contact Center Tips Management Call Center 111

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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

Happy or Not

OCTOBER 30, 2017

The 2017 Annual Assembly, Conference and Exhibition is considered the ultimate destination for airport community. This year, more than 275 members and industry delegates are expected, including airport operators, civil aviation authorities and other stakeholders. The post ACI-LAC Annual Assembly, Conference and Exhibition | 7.-9.11.2017 appeared first on HappyOrNot.

Conference 28

Conference Industry 28

Lumoa

OCTOBER 30, 2017

We talk every day with companies of different sizes operating in different industries. Most of them measure customer experience with some widely used metric – most commonly Net Promoter Score. But there are still some companies who don’t measure customer experience at all. These companies can be of any size. Many of them are B2B companies but some of them are B2C companies.

Metrics 204

Metrics Net Promoter Score Customer Experience How To 204

Verint

OCTOBER 30, 2017

Top 5 Best Practices for Extending WFO Beyond the Contact Center. November 9; Online Webinar. Verint’s Craig Seebach, vice president, workforce optimization strategy, will present this content at 11 a.m. ET. The contact center is often just the start of the customer’s journey. After the order or inquiry is received, the work is executed in back-office processing areas that often lack the solutions and processes to maximize performance and meet ever-growing speed and accuracy customer expectation

Self Service 6

Self Service Contact Center Engagement Groups 6

Stella Connect

OCTOBER 30, 2017

For retailers looking to shake up the customer experience status quo, Columbus, Ohio is the place to be. The New York Times refers to Columbus as the “Silicon Valley” of retail—a hub of innovation where brands test flashy, far-out concept stores in expansive retail environments. It’s exciting to see leading brands break the mold in such grand fashion.

Customer Experience 62

Customer Experience Retail Innovation Fashion 62

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