InMoment XI
NOVEMBER 3, 2016
Let’s be honest, taking the time to do an accurate, quality job of mapping your customer’s journey – well, it’s not a “lay-up”. It takes patience, dedication, and time is often not on your side as market offerings change and influence customer perceptions. But as someone who has traversed this terrain for many years, I. View Article.
ijgolding
NOVEMBER 3, 2016
A few months ago we kicked off some research based on the 6 key customer experience elements referred to as the 6 Ps principles. These were discussed in a recent article posted on MyCustomer.com. The 6 Ps qualitative research sets out to determine the extent of the influence on the success, or otherwise of Customer Experience on business and to discuss the challenges and impact customer experience practitioners are having within their business and industry.
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InMoment XI
NOVEMBER 3, 2016
Let’s be honest, taking the time to do an accurate, quality job of mapping your customer’s journey – well, it’s not a “lay-up”. It takes patience, dedication, and time is often not on your side as market offerings change and influence customer perceptions. But as someone who has traversed this terrain for many years, I.
Customer Bliss
NOVEMBER 3, 2016
Customer analysis is no doubt an important topic in CX. We’re up into the 20s on episode count for my podcast , but back in Episode 3 I interviewed Scott Dille of Northern Trust. We talked a lot about creating a customer room — they call it a CPX studio — which can be a really valuable tool for customer analysis. I’ve written about this idea of a customer room many times, from this post in November 2015 entitled “Build A Customer Room And Engage The Company”
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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.
Comm100
NOVEMBER 3, 2016
“Opportunities are like sunrises. If you wait too long, you miss them.” – William Arthur Ward. You’ve probably noticed that customers hate waiting, whether it’s in person, online or on the phone. This frustration can actually do real damage to your bottom line: according to a study conducted in the U.K. , 41% of shoppers have abandoned a purchase due to long wait times, and 86% avoid shops if they perceive the queue to be too long.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Middlesex Consulting
NOVEMBER 3, 2016
This guest blog was written by my friend Steve Robins and first appeared in his Solutions Marketing blog. Value is Key to Solution Marketing. You might think that the most important aspect of marketing a solution would be what goes into it. What goes into a solution are just a bunch of pieces, products, or components. But value is about the benefit and cost of those components to the user or buyer.
Avaya
NOVEMBER 3, 2016
I grew up on a wheat farm in the 70s. I spent much of my teens and early 20s working on farm machinery, before starting my career in software and computer technology. I learned distributor caps, points, carburetors, plugs, etc. to be able to tune up an engine to get it run well. I still have a timing light and dwell meter to be able to work on my old Studebaker.
Smith+co CX
NOVEMBER 3, 2016
A family member has recently started at university, which will cost a minimum of £27k for the duration of the course. With this amount of money changing hands between the majority of UK students and their education supplier, there is no doubt that the world of universities is big business and big money. These figures beg the question: how many universities see potential students as customers, and engage with them in the best and most robust way they can?
Avaya
NOVEMBER 3, 2016
I marvel at America’s fascination with baseball. Every year, from May through October, there’s little escape from it: newspaper headlines, bets, fantasy teams, daily conversations, social media shout-outs, pre- and post-game analysis, arguments, foam fingers, team jerseys and flat brim caps! When they say it’s the country’s favorite pastime, they’re serious.
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.
Customer Interactions
NOVEMBER 3, 2016
A performance management system can be utilized to address most common call center customer service complaints, including long wait times, uninformed agents and frequent transfers.
COPC
NOVEMBER 3, 2016
According to the latest edition of the CXMB Consumer Survey. COPC Inc. and Execs in the Know have published survey results of the 2016 Customer Experience Management Benchmark (CXMB) Series Consumer Edition, which focuses on customer journey insights from the consumer’s perspective. Key highlights from the report include: –While much work remains to be done, there was a measurable improvement in the consumer’s overall impression of the customer care they received in 2016.
Service Strategies
NOVEMBER 3, 2016
For the customer to have the necessary brilliant experiences that lead to customer success, your frontline personnel have to perform brilliantly as part of the customer success team. The post Webinar – From Frontline Staff to Brilliant Customer Success Team appeared first on Service Strategies.
Daniel Group
NOVEMBER 3, 2016
Customer surveys can help companies measure customer loyalty and identify opportunities for operational improvement and innovation. Done right, they leave customers feeling valued and your organization better equipped to serve them. To give your business the best chance of running. Read More. The post The 5 Emotions of Customer Surveys appeared first on The Daniel Group.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
Service Strategies
NOVEMBER 3, 2016
In this on demand webcast, hosted by Service Strategies, on transitioning From Frontline Staff to Brilliant Customer Success Team you will gain insight into the key issues involved in developing a strong customer success team. Do you or your team touch the customer? If so, you will find your time well spent learning how to propel their performance forward.
Talkdesk
NOVEMBER 3, 2016
As one of our most popular call center software integrations, Talkdesk for Zendesk helps businesses all around the world deliver quick, personalized customer support via phone. That’s why we’re thrilled to announce the arrival of a brand new component of this integration: Callbar CTI for Zendesk. We first revealed Callbar during our inaugural customer experience summit, Opentalk 2016.
dscout People Nerds
NOVEMBER 3, 2016
Researching how to design a UX that deliver bad news…better.
Kayako
NOVEMBER 3, 2016
I keep hearing about SaaS. How does it help with accounts? Account management isn’t new, but its role has evolved with the rise of Software as a Service (SaaS) companies. (We are particularly focusing on the software industry here.). In the past, the account manager role had similarities to that of an account executive. The difference was that account managers simply look after the financial aspects that an account brings in, while everything else was handled by various teams or departments acro
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Avaya
NOVEMBER 3, 2016
In a recent InfoWorld post David Linthicum wrote of “an organic movement driven by rank-and-file enterprise IT people who simply want to solve their issues using the best technology and approach.” Linthicum called this the “pragmatic hybrid cloud.” Reading this from the perspective of someone with decades of experience in the enterprise communications market, my immediate reactions was, “Aha, he’s talking about the Avaya Aura® Platform.
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