Lumoa
JANUARY 23, 2018
If you work in a big company with large number of customers (or users), you most probably receive a lot of feedback: people write about their experiences, complain about the things that do not work and tell about the things they love. Most companies collect feedback in some specific format, such as Net Promoter Score. Some companies use other metrics , such as Customer Effort Score or Customer Satisfaction.
InMoment XI
JANUARY 23, 2018
There are obvious differences in the way B2C and B2B companies engage, interact with, and serve their respective customer bases. Traditionally, this was appropriately based on significant differences in expectations from those customer groups. However, recent research is indicating that this expectation gap is evaporating at an alarming rate. This should not come as a.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Experience Matters
JANUARY 23, 2018
We just published a Temkin Group data snapshot, Channel Preferences Benchmark, 2018. Here’s the executive summary: In Q3 2017, we surveyed 10,000 U.S. consumers about their channel preferences when performing 12 different activities – such as selecting a life insurance policy or applying for a new credit card – and compared their responses to the results of a similar study we conducted in Q3 2016.
InMoment XI
JANUARY 23, 2018
There are obvious differences in the way B2C and B2B companies engage, interact with, and serve their respective customer bases. Traditionally, this was appropriately based on significant differences in expectations from those customer groups. However, recent research is indicating that this expectation gap is evaporating at an alarming rate. This should not come as a.
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.
TechSee
JANUARY 23, 2018
Wake up and smell the….smart coffee? The home coffee machine industry has become a hot market, driven by consistent demand for better coffee and improved methods for making it at home. The evolution started with the introduction of the individual coffee pod. Pod technology transformed the home coffee machine market by reinventing how coffee could be delivered and brewed at home.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Myra Golden
JANUARY 23, 2018
I cuss. A lot. But never have I dared to cuss at a person in a customer service role. And I get rather upset about lousy customer service and still manage to talk nicely to people about any issues I encounter. Some people cuss, and yell and make threats when they are angry about customer service. This is not okay. You have to draw the line on unacceptable behavior with customers, just as I hope you do in your interpersonal relationships when people disrespect you.
West Monroe
JANUARY 23, 2018
I walked a few blocks up the street from West Monroe’s office with my colleagues to visit the newly-opened Amazon Go store. Having downloaded the app to our phones, we headed out the door to experience the store of the future on opening day. After waiting in line a few minutes, we were ushered in. We scanned our smartphones at the entry and walked into what looks like a normal convenience store.
ShepHyken
JANUARY 23, 2018
When Virtual Reality Becomes Your Customer’s Reality. Shep Hyken Interviews Jeff Day, CEO of Bluewater Technologies. What if you could be face-to-face with your customers, anytime, anywhere? . ? <span data-mce-type=”bookmark” style=”display: inline-block; width: 0px; overflow: hidden; line-height: 0;” class=”mce_SELRES_start”>?
ReviewTrackers
JANUARY 23, 2018
Google is the link between your healthcare organization and the consumer. Consumers type in something like this in Google’s search box when searching for a new provider: “primary care doctor in Boston.” They’ll then scroll down the page to see the doctors that show up under Google’s map. Consumers use the reviews and ratings of each doctor when deciding who to trust with their health.
Advertisement
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.
Think Customers
JANUARY 23, 2018
For retailers, customer data is at a tipping point. After collecting myriad data points about shoppers, retailers are shifting to the next stage: using artificial intelligence (AI) to analyze and leverage insight to deliver more customized customer experiences.Case in point: customer data and AI were top of mind at the 2018 NRF Big Show. From image recognition to shopping assistants, many of the hot new products that were unveiled at the annual tradeshow were designed to help retailers act on in
Talkdesk
JANUARY 23, 2018
Imagine you’ve just purchased courtside tickets to a Warriors game. As you’re about to close the browser and brag to your friends about the deal you snagged, you see a promotion for 30% off tickets for the next 24 hours. Irritated, you reach for your phone and text the ticket vendor asking them to apply the discount to your purchase. The vendor responds in seconds with an updated order and refund applied to your order for the discounted amount.
WorkOutLoud
JANUARY 23, 2018
Article Summary: There is a strong correlation between Customer Retention and a positive Customer Experience, and an even more direct correlation between Customer Churn and a negative experience. This year organizations will be redirecting investments to CX innovations and technology, and by 2020, CX will overtake price and product as key brand differentiator.
CXApp
JANUARY 23, 2018
Digital Transformation (DX) is the focus of many a business these days, just as it should be. Conceptually, it’s meant to “reshape an organization or company’s culture” where appropriate, in order to “leverage existing processes, systems, and assets.”.
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,
Ann Michaels and Associates
JANUARY 23, 2018
What You Need to Avoid. Why does negative news spread so much faster than positive? Because we all love a good story! But when it happens to you, it’s not so funny. People love reading about bad customer service stories. They go viral because we’ve all been there – on the phone desperately needing help from customer service, or waiting in an endless line at the airport.
CXApp
JANUARY 23, 2018
Digital Transformation (DX) is the focus of many a business these days, just as it should be. Conceptually, it’s meant to “reshape an organization or company’s culture” where appropriate, in order to “leverage existing processes, systems, and assets.” Drivers of DX for businesses across different industries can be: changing customer needs, the speed of delivery, more customer insights, advanced communication interfaces, converging data streams, cloud dominance etc.
Natalie Petouhof
JANUARY 23, 2018
Tweet Security experts say ransomware looms as one of the top cybersecurity threats in 2018 — and for good reason. Last year, these incidents accelerated exponentially, with mobile ransomware attacks rising 250 percent during the first quarter of 2017 compared to quarter four of 2016. This trend will continue to gain steam in 2018, with MIT forecasting that hackers will target cloud providers such as Amazon.
CXApp
JANUARY 23, 2018
Digital Transformation (DX) is the focus of many a business these days, just as it should be. Conceptually, it’s meant to “reshape an organization or company’s culture” where appropriate, in order to “leverage existing processes, systems, and assets.” Drivers of DX for businesses across different industries can be: changing customer needs, the speed of delivery, more customer insights, advanced communication interfaces, converging data streams, cloud dominance etc.
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.
Talkdesk
JANUARY 23, 2018
Imagine you’ve just purchased courtside tickets to a Warriors game. As you’re about to close the browser and brag to your friends about the deal you snagged, you see a promotion for 30% off tickets for the next 24 hours. Irritated, you reach for your phone and text the ticket vendor asking them to apply the discount to your purchase. The vendor responds in seconds with an updated order and refund applied to your order for the discounted amount.
Maru/HUB
JANUARY 23, 2018
In today’s era of increasing customer churn, where price differentiation is no longer sustainable and customers’ expectations have shifted, customer experience (CX) has become the new battleground. Organisations must put emphasis on differentiating themselves from their competition by providing superior customer service. Download our paper ‘How to compete on Customer Experience’ to discover how to follow the 5 steps to become number 1.
Grade.us
JANUARY 23, 2018
[cs_element_section _id=”1″][cs_element_row _id=”2″][cs_element_column _id=”3″][cs_element_text _id=”4″][cs_element_headline _id=”5″][cs_element_text _id=”6″] Interior designer homes in NC (research phase Interior designer portfolios Raleigh, NC (evaluation phase) Interior designer estimates Raleigh, NC (purchase phase) [cs_element_text _id=”11″].
LiveChat
JANUARY 23, 2018
The best customer service experience I ever had was when the computer systems company we were working with sent us pizza. I know. It doesn’t sound like that crazy thing but hear me out and I’m pretty sure you’ll too consider it an awesome customer service experience too. What happened was that we were fixing a server at the place I was working and they were helping us out by conference call.
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.
Verint
JANUARY 23, 2018
Turnkey Intelligence is an independent third-party research firm recognized, respected and trusted by the top entities in sports and entertainment. The company determined it had outgrown its “homegrown” survey tool and was searching for a more scalable, flexible and robust solution to meet the needs of its customer research group. After doing its homework, the company chose Verint Enterprise Feedback Management as the critical foundation to solicit and capture feedback from more than one million
Customer Guru
JANUARY 23, 2018
Happy customers play a major role in bringing repeat business and business through word-of-mouth and referrals. When a customer service agent resolves a customer’s grievance with immense care and attention, the customer will talk about it to his friends and family. For this, your customer service skills must be par excellence. On the other hand, if your customer service team is indifferent to the customers’ issues, they will fail to impress the customers.
Natalie Petouhof
JANUARY 23, 2018
Tweet What if a store had no cashiers or cash registers? What if at the entrance, there were turnstiles and you had to scan your smartphone upon entering the store? What if you didn’t need cash, credit cards or checks? That’s what the new Amazon Go stores are all about! . Photo Source: The Verge. You check in with your Amazon Prime Account at the turnstile using your existing Amazon credentials to log in to the Amazon Go app on your smartphone.
Expert insights. Personalized for you.
304 
Let's personalize your content