InMoment XI
OCTOBER 24, 2017
“Providing only the ‘information’ via training isn’t the hardest part of changing behavior. When it comes to modifying deeply ingrained behavior, ‘12-step programs’ have a superior track record. They use incentives, celebration, peer pressure, coaching to adopt new habits, negative reinforcement, and role models—things organizations can draw on.” Keith Ferrazzi, Behavioral Change – Culture Change.
Michelli Experience
OCTOBER 24, 2017
“Where Has All The Loyalty Gone? – Long Time Passing”. sung to a Peter, Paul and Mary melody. A long, long time ago (20 years) in a galaxy far, far away (actually main street USA) customers were basically loyal to brands. For example, my father was a “Ford man” and ne’er a new model launch occur without us going to the showroom to kick those tires.
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Experience Matters
OCTOBER 24, 2017
We published a Temkin Group report, Temkin Loyalty Index, 2017. This is the third year of this study that examines the loyalty of 10,000 U.S. consumers to 329 companies across 20 industries. To determine companies’ Temkin Loyalty Index (TLi), we asked respondents to rate how likely they are to exhibit five loyalty-related behaviors: repurchasing from the company, recommending the company to others, forgiving the company if it makes a mistake, trusting the company, and trying the company’s new of
InMoment XI
OCTOBER 24, 2017
“Providing only the ‘information’ via training isn’t the hardest part of changing behavior. When it comes to modifying deeply ingrained behavior, ‘12-step programs’ have a superior track record. They use incentives, celebration, peer pressure, coaching to adopt new habits, negative reinforcement, and role models—things organizations can draw on.” Keith Ferrazzi, Behavioral Change – Culture Change.
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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.
Customer Bliss
OCTOBER 24, 2017
Episode Overview. Did you know that government agencies are working hard to embed customer experience strategies in their operating plan and mindset? In this episode, Anahita Reilly walks us through her customer experience maturity map and actions to unite the leadership team, map the customer journey and drive transformation. Meet Anahita, CCO and Certified Lean Six Sigma Green Belt.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Topdown
OCTOBER 24, 2017
Last year, it was big news when OpenText™ acquired much of HP’s customer experience (CX) and content management software and then, soon after, added its customer communications management (CCM) assets, including Exstream™.
Alliance by IFS
OCTOBER 24, 2017
Astea Webinar with Field Technologies and Sumair Dutta of The Service Council. Register Now: Thursday, November 2 at 1:00 pm ET. During the past 5 to 10 years, “Mobile Empowerment” in the field service industry was targeted more at improving back office returns and efficiencies. But today, service organizations must look to the field in order to empower their field service technicians.
Magellan Solutions
OCTOBER 24, 2017
The Washington-based B2B market research and reviews firm Clutch recognized Magellan Solutions as one of the top back office and business process outsourcing (BPO) firms for virtual assistants (VA) and legal outsourcing. An ISO-27001 certified company, Magellan Solutions offers diversified range of services that allow business owners to improve their customer service and business operations while minimizing their expenses.
Grade.us
OCTOBER 24, 2017
Clients are confused. They're not really sure where they should focus their attention. Should they focus on local business listings, reviews or leads? What about content, social media and call tracking - how much attention do they dedicate to those channels and tactics? Local clients want the most bang for their buck, but most of the time, they don't have a plan.
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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.
CXApp
OCTOBER 24, 2017
There are 2.3 billion active social media users, and that number continues to grow every day. If you know how to tap into the social market you can see a massive boost in traffic and user engagement, and that will also boost revenue. This is especially true for content marketers, who spend a majority of their time creating compelling, unique content and then sharing it with the world at large.
Maru/HUB
OCTOBER 24, 2017
The Net Promoter Score is a Customer Experience metric used by businesses worldwide. The metric measures the willingness of customers to recommend a company’s products or services to others by asking what it’s founder, loyalty expert Fred Reichheld, describes as ‘the ultimate question’ Take a look at these two NPS scores below and answer our ultimate question to you — do you know which one is the better score to have?
CXApp
OCTOBER 24, 2017
There are 2.3 billion active social media users, and that number continues to grow every day. If you know how to tap into the social market you can see a massive boost in traffic and user engagement, and that will also boost revenue. This is especially true for content marketers, who spend a majority of their time creating compelling, unique content and then sharing it with the world at large.
Maru/HUB
OCTOBER 24, 2017
The Net Promoter Score is a Customer Experience metric used by businesses worldwide. The metric measures the willingness of customers to recommend a company’s products or services to others by asking what it’s founder, loyalty expert Fred Reichheld, describes as ‘the ultimate question’. Take a look at these two NPS scores below and answer our ultimate question to you — do you know which one is the better score to have?
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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,
Blueshift
OCTOBER 24, 2017
With more than 2B monthly active users in Facebook, Facebook is a great channel for customer acquisition. But with the power of your first party customer behavior data, you have a big opportunity to run re-engagement campaigns using Facebook Custom Audiences that drive your revenues. You have access to powerful first party data around user […].
Maru/HUB
OCTOBER 24, 2017
The Net Promoter Score is a Customer Experience metric used by businesses worldwide. The metric measures the willingness of customers to recommend a company’s products or services to others by asking what it’s founder, loyalty expert Fred Reichheld, describes as ‘the ultimate question’ Take a look at these two NPS scores below and answer our ultimate question to you — do you know which one is the better score to have?
Talkdesk
OCTOBER 24, 2017
Talkdesk is loaded with smart contact center tools that let you adapt to your customer needs in real time and improve customer relationships. We’ve already covered the cutting-edge intelligent tools that make our contact center platform an innovator as well as some differentiators that allow Talkdesk to build these tools at at unmatched pace, but what we haven’t discussed yet is how Talkdesk affects your contact center strategy.
Maru/HUB
OCTOBER 24, 2017
The Net Promoter Score is a Customer Experience metric used by businesses worldwide. The metric measures the willingness of customers to recommend a company’s products or services to others by asking what it’s founder, loyalty expert Fred Reichheld, describes as ‘the ultimate question’. Take a look at these two NPS scores below and answer our ultimate question to you — do you know which one is the better score to have?
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.
LiveChat
OCTOBER 24, 2017
When it comes to online marketing, there are always so many methods and opportunities to talk about. The game changes every day, and it is quite a challenge to keep track of everything that is going on. Yet, some things just remain there over time, like the efficiency of email marketing. Stats show that email marketing is the most effective way to attract new customers, as well as to keep the old ones loyal.
Verint
OCTOBER 24, 2017
John’s cell phone has started making a constant buzzing noise and the battery is draining quickly. An internet search brings up some information from a third party website for cell phone enthusiasts. At their advice, he uninstalls a particular app and the problem appears to be resolved. As the CEO of John’s cell phone provider, should you be satisfied with the outcome of this story?
Brad Cleveland Blog
OCTOBER 24, 2017
Are you working through difficult discussions related to resources and budget? Just remember, contact centers must handle most customer-related work as it happens, so resource mismatches quickly result in big problems. It’s essential that those making decisions have a basic … Continue reading → The post Does Your Executive Team Understand Staffing Tradeoffs?
OpinionLab
OCTOBER 24, 2017
A website redesign is a commonly employed tactic for companies seeking improved digital results. The thought process goes something like: I’m not achieving the traffic, engagement or sales I want online because my site sucks. That may very well be true. But, by the same token, a website redesign may make little difference to performance. So how can you ensure yours generates the results you want?
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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.
Brad Cleveland Blog
OCTOBER 24, 2017
Are you working through difficult discussions related to resources and budget? Just remember, contact centers must handle most customer-related work as it happens, so resource mismatches quickly result in big problems. It’s essential that those making decisions have a basic understanding of staff tradeoffs in a contact center (read: real time) environment.
ClientSuccess
OCTOBER 24, 2017
Scenario. Many customer success leaders spend too much time acquiring information for renewal reports. These leaders spend hours or more gathering information from multiple sources, compiling the information, and analyzing it to create insights and trends. Problem. Often by the time the information is gathered it is stale and needs to be updated again.
Brad Cleveland Blog
OCTOBER 24, 2017
Are you working through difficult discussions related to resources and budget? Just remember, contact centers must handle most customer-related work as it happens, so resource mismatches quickly result in big problems. It’s essential that those making decisions have a basic understanding of staff tradeoffs in a contact center (read: real time) environment.
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