InMoment XI
APRIL 11, 2017
I spend a lot of time with client organizations that have invested both time and resources into mapping their customers’ journey so I have seen the gamut of touchpoint maps, emotional curves and even on one occasion, the stunning graphical portrayal of the path taken by a certain Persona, frustrated with trying to return a. View Article.
Kayako
APRIL 11, 2017
This is a guest post by Mary Grace. She will guide you through why customer care is so important and how teams can feel empowered to help their customers. You love doing everything that you can for your customers. If there is a way for you to solve problems, your instincts are going to tell you to solve it, of course! However, there are certain times when you cannot accommodate your customers’ requests, and while you absolutely hate to let your customers down… sometimes you have to.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
InMoment XI
APRIL 11, 2017
I spend a lot of time with client organizations that have invested both time and resources into mapping their customers’ journey so I have seen the gamut of touchpoint maps, emotional curves and even on one occasion, the stunning graphical portrayal of the path taken by a certain Persona, frustrated with trying to return a.
BlueOcean
APRIL 11, 2017
The Client : A young, dynamic company founded seven years ago and headquartered in Canada’s “Silicon Valley,” our client is a tech company established with the goal of disrupting the mobility sector. Their business model was founded on the cell phone industry equivalent of a unicorn: a customer-centric offering that puts affordability and flexibility at the forefront.
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.
Customer Bliss
APRIL 11, 2017
Episode Overview. Brian Andrews is a pioneer in the implementation of NPS – the Net Promoter System™. We talk about his journey in figuring out exactly what it was, well before Fred Reichheld wrote his ground-breaking book. Here, we discuss the critical factors in embedding this approach not as survey-score chasing, but business transformation.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Andrew Mcfarland
APRIL 11, 2017
It may be legal under carriage contracts to forcibly remove peaceful passengers from a plane, as United did earlier this week, but it’s a bad idea. Not all passengers who book tickets show up for flights. To account for this.
ShepHyken
APRIL 11, 2017
Adam Dorrell on How to Monetize the Net Promoter Score. How do you use the Net Promoter Score® to retain your customers? How can you make money by understanding the numbers behind this survey? How can you sell the C-Suite on the benefits of investing in Customer Retention? Shep Hyken interviews Adam Dorrell, the CEO and co-founder of CustomerGauge. First Up: Shep Hyken’s opening comments focus on the Net Promoter Score®, which is the result of a survey question that asks a customer “How likely w
Clarabridge
APRIL 11, 2017
Clarabridge recently conducted a study of both contact center agents and consumers. We wanted to see where their expectations and experiences lined up when it comes to customer service calls. No surprises here—the customers and agents don’t typically see eye to eye. Dissatisfaction levels are at an all-time high when it comes to contact center calls.
McorpCX
APRIL 11, 2017
Once you define your customer experience strategy and begin the journey down it, you'll likely find a tipping point where people, data, technology and processes start to sync, and the benefits of the hard work become clear for employees and the customers who are the true beneficiaries of a well-executed plan.
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.
Promoter.io
APRIL 11, 2017
The following post is an excerpt from Chad Keck’s upcoming book on Winning with Net Promoter. Complete the form at the bottom of this post if you’d like to be notified when the book becomes available. How many times have you heard that customer satisfaction is the key to a long lasting, successful business? Or […]. The post The Important Difference Between Customer Satisfaction and Customer Loyalty appeared first on Promoter.io Blog.
Heart of the Customer
APRIL 11, 2017
I love the book Nudge. It’s a great reference on how to use small actions to make big changes, discussing such domains as 401(k)s, the environment, and health care. It’s a great read that has tons of applications to any change agent. Unfortunately, one of their principles of choice architecture is frequently misapplied – using […]. The post Fees are rational.
Talkdesk
APRIL 11, 2017
From its founding, Talkdesk has differentiated itself from its competitors by focusing first and foremost on the end customer. We know that delivering brilliant customer interactions is how forward-thinking brands and companies foster meaningful relationships with their customers. Our north star has always been our customers’ customers, and we’re happy to announce that this mission has led to another innovation in the Talkdesk product: Sentiment.
West Monroe
APRIL 11, 2017
In my last blog on managing change related to Salesforce, I discussed the need for organizational change management skills to support the successful adoption of Salesforce. I recently had the opportunity to work with one of our leaders in Customer Experience who focuses on Salesforce and implementing CRM technology. Together, Mallory Loe and I worked with a client that was implementing Salesforce and rolling it out to their high-performing sales teams across the country.
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,
Grade.us
APRIL 11, 2017
Change has a funny way of sneaking up on you. Especially when you work in an industry with as many moving parts as digital media marketing. When it comes to digital, change is more than just inevitable — it’s a way of life. The key to longevity is this industry is finding ways to embrace that change. At the end of the day, the name of the game is ensuring that your small business clients are at the head of the pack with every industry shift.
Elevio
APRIL 11, 2017
I’ve been with elevio for about three months now, and it’s the first time I’ve directly worked in customer support. My background is in the creative industries – I studied Photojournalism and Documentary Photography at university. If I could go back today, I would still do the same subject again, even though I don’t work as a photojournalist and don’t have any plans of doing so anytime soon.
LiveChat
APRIL 11, 2017
Vanity metrics are the perfect Cloak of Invisibility. “How is it going?” your boss asks. “Fantastic, our website had thousands of views last month!” you answer. “Did they like what they saw?” wants to know your boss. “They sure did, they spent around 3 minutes on this website each and 56% of them were returning!” you reply. You have just used your Cloak of Invisibility to hide that you have no idea what you’re talking about.
Verint
APRIL 11, 2017
What a difference 18 months make. Telligent became part of the Verint family in August 2015, and this May will mark our second Engage ™ Global Customer Conference. As users of our Community solutions join to share best practices, success stories and more, Verint has its own great use case story to share based on our Telligent Community being used in multiple areas across Verint.
Advertisement
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
Brad Cleveland Blog
APRIL 11, 2017
Here’s an idea: If you’re a consumer-facing service operation and want to stand out from the crowd, be there for your customers on weekends. That’s when many are checking accounts, kicking around options for the renovation, paying utility bills, and … Continue reading → The post Staffing for Weekends appeared first on Brad Cleveland.
Michelli Experience
APRIL 11, 2017
In last week’s blog , I made a distinction between “likely to recommend” and “actually recommend.” I also suggested that from my vantage point the Net Promoter Score® (which is calculated using a single question about likelihood to recommend) has greater predictive value for customer loyalty (return business and future spend) than it does about advocacy (referrals).
Brad Cleveland Blog
APRIL 11, 2017
Here’s an idea: If you’re a consumer-facing service operation and want to stand out from the crowd, be there for your customers on weekends. That’s when many are checking accounts, kicking around options for the renovation, paying utility bills, and booking that trip to see Aunt Mae.
Michelli Experience
APRIL 11, 2017
In last week’s blog , I made a distinction between “likely to recommend” and “actually recommend.” I also suggested that from my vantage point the Net Promoter Score® (which is calculated using a single question about likelihood to recommend) has greater predictive value for customer loyalty (return business and future spend) than it does about advocacy (referrals).
Advertisement
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.
Brad Cleveland Blog
APRIL 11, 2017
Here’s an idea: If you’re a consumer-facing service operation and want to stand out from the crowd, be there for your customers on weekends. That’s when many are checking accounts, kicking around options for the renovation, paying utility bills, and booking that trip to see Aunt Mae.
Stella Connect
APRIL 11, 2017
It’s great to see so many brands adopting and developing new in-store technologies. Not just for the sake of wowing customers, but to engage them and serve them well. Frankly, I’m surprised more retailers aren’t on board. High tech creates a high-touch in-store experience when it: Recognizes each customer’s purchase history, regardless of channel; Provides associates with up-to-the-minute data; Informs and empowers customers so they can make the most suitable purchases; and.
Influitive
APRIL 11, 2017
Are branded communities living up to organizational expectations? Although hopes are high, B2B online communities frequently become nothing more than dead zones featuring the occasional support question—a far cry from their vibrant consumer counterparts. However, all that is changing. Recent research from CMX and Influitive on B2B communities shows that more and more organizations are.
Topdown
APRIL 11, 2017
Elizabeth Barrette, Senior Solutions Architect with Dun & Bradstreet, recently wrote an article entitled Creating a Trusted View of a Customer. Barrette explains, “ The value of a trusted view of a customer is fairly well known. The trusted view often underpins a 360-degree view of the customer fully exposing the business relationship across the enterprise.
Advertisement
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?
Expert insights. Personalized for you.
200 
Let's personalize your content