InMoment XI
APRIL 15, 2016
Nobody ever starts a new job and then thinks, “Whoa, I had to use a badge to enter the building? And wait, now they expect me to use a password on my computer? The nerve!” However, plenty of people balk at the idea of having a background check. Recently, I had the privilege to co-present. View Article.
Experience Matters
APRIL 15, 2016
In a recent speech I gave at the Customer Experience Professionals Association (CXPA.org) CustomerSpark event in Dallas, I talked about the importance of focusing on emotion. Give that we’ve called 2016 “The Year of Emotion,” this will be a popular topic for Temkin Group this year. Here’s a short snippet from my speech where I discuss the […].
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InMoment XI
APRIL 15, 2016
Nobody ever starts a new job and then thinks, “Whoa, I had to use a badge to enter the building? And wait, now they expect me to use a password on my computer? The nerve!” However, plenty of people balk at the idea of having a background check. Recently, I had the privilege to co-present.
CX Journey
APRIL 15, 2016
Image courtesy of Singleton2302 Do you survey and listen to customers ad nauseum? Are you surveying every customer at every interaction or transaction they have with your company? Do different departments in your company survey the same customers? Do you research a topic (or several topics) to death? Are you tracking what customers are saying about your company on social media and other venues through which they can provide feedback?
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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.
InMoment XI
APRIL 15, 2016
Nobody ever starts a new job and then thinks, “Whoa, I had to use a badge to enter the building? And wait, now they expect me to use a password on my computer? The nerve!” However, plenty of people balk at the idea of having a background check. Recently, I had the privilege to co-present.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Amity
APRIL 15, 2016
Anyone who runs knows how it takes time to build up your practice. At first, your goals may be to simply get some exercise. The more you run, however, the easier it becomes. In time, running may become so enjoyable that you may want to start doing short races. When those races go well, perhaps you’ll run farther distances.and so it goes. Many customers who use SaaS products follow the same path.
Tricia Morris
APRIL 15, 2016
There is a high price to pay for poor customer service, while conversely, there is money to be made from consistently delivering a satisfying customer service experience. The challenge on both sides is that customer expectations have never been higher. According to Microsoft’s own Global State of Multichannel Customer Service Report , 59% of consumers have higher expectations for customer service today than they did just one year ago.
Talkdesk
APRIL 15, 2016
Sales leaders are integral to the success of their teams. The Sales Leadership track at TOPO Summit 2016 explored the ways in which sales leaders design, build and manage their organizations. In this blog post, we will cover the tips and tricks from the “Selling from the Buyer’s Perspective” session that was featured in both the Leadership and Technology Tracks.
ForeSee
APRIL 15, 2016
A version of this article first appeared on LinkedIn Pulse. With a career that has me constantly thinking about the customer experience, it’s hard not to observe CX wherever I. The post CX Trendsetters: My Visit to Lush Involved a Bath Bomb & Great Customer Experience appeared first on ForeSee.
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LiveChat
APRIL 15, 2016
When working in customer service, you won’t be dealing only with different types of customers in sales situations. A bulk of customer service agent’s work will be dealing with a variety of customers who have a problem. They won’t necessarily bring in new business, but you have to help them. If you leave them without a solution long enough, they will eventually take their business to your competition.
Customer Interactions
APRIL 15, 2016
Baseball puns abound in this week’s CMO Perspectives – it really is a home run! J Check out Drew Neisser’s [Adage.com] spotlight on Dan Farrell, VP Marketing with the St. Louis Cardinals; We also feature a piece on the “Evolution of the B2B Marketer,” by Dan Lynn [blog.marketo.com]; A piece by guru Gary Vaynerchuk [thenextweb] claiming “Content is King, but Context is God;” And so much more. enjoy!
Verint
APRIL 15, 2016
The rollout of chip-and-PIN cards is designed to help prevent counterfeit acts associated with credit card fraud and theft. Even still, online fraudulent purchases, a.k.a. “card not present” (CNP) fraud, remains a significant issue. For example, the market has seen chip-and-PIN adoption in the U.K. and Australia / New Zealand be followed by a sharp increase in CNP fraud.
Upwave
APRIL 15, 2016
The young continue to cut the cord on cable. By our measurements , 27% of Americans age 18 to 34 don’t pay for cable or satellite TV service, and another 8% intend to join them in the next six months. That’s an accelerating rate, as you can see in the chart below. Of those intending to cancel cable/satellite TV, 55% cite the high cost as the reason.
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