Experience Matters

NOVEMBER 21, 2016

We often get asked by companies that don’t directly serve consumers if they can learn from customer experience content that seems to be more focused on business-to-consumer (B2C) models. The answer: Absolutely yes! Our research does include some items that are B2C-oriented, but most of our core ideas apply quite well in other models, including business-to-business (B2B), government and non-profits. […].

B2C 238

B2C B2B Government Consumers 238

Steve DiGioia

NOVEMBER 21, 2016

This original article was written by Steve DiGioia. Thanksgiving, the most American of holidays. Time to eat, time to drink, time to watch football. But also time to give thanks to those of you who have visited my blog, shared it with friends, read my articles, left a comment or two and subscribed. I hope my writings have brought some insight and maybe even a few tips and tactics that are useful in your business.

Tips 167

Tips 167

Experience Matters

NOVEMBER 21, 2016

We often get asked by companies that don’t directly serve consumers if they can learn from customer experience content that seems to be more focused on business-to-consumer (B2C) models. The answer: Absolutely yes! Our research does include some items that are B2C-oriented, but most of our core ideas apply quite well in other models, including business-to-business (B2B), government and non-profits. […].

B2C 177

B2C B2B Government Consumers 177

Beyond Philosophy

NOVEMBER 21, 2016

At our customer experience consultancy, we talk a lot about creating value. A customer’s perception of value drives customer loyalty and retention. And those things in turn create long-term value for a business. But companies don’t just create value by accident. Those who do it best embrace a strategy that puts value into the very fabric of corporate culture.

Culture 0

Culture Consulting Customer Satisfaction Customer Experience 0

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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.

Customers

Customers That Stick

NOVEMBER 21, 2016

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

Customers 121

Customers Customer Service 121

ShepHyken

NOVEMBER 21, 2016

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Surprises Await When You Pretend To Be Your Own Customer by Steve DiGioia. (Steve DiGioia) Stop complaining about your customers. “They’re too demanding; always have something negative to say and they look for discounts”.

Social Media 93

Social Media Net Promoter Score Customer Service Handbook 93

OpinionLab

NOVEMBER 21, 2016

Now, if a customer can say it, write it or click it, Verint and OpinionLab VoC solutions can collect, analyze and enable organizations to take action on it. Verint and OpinionLab are now one! With more customers than ever taking a “digital-first” approach to how they conduct research, perform transactions and solve problems, savvy companies need the ability to measure these digital experiences and act quickly on the resulting insights in order to deliver consistent, personalized service; foster

Self Service 76

Self Service Engagement Customer Journeys Measurement 76

Amity

NOVEMBER 21, 2016

Customer benchmarking — the practice of identifying where a customer can improve or is already doing well by comparing to other customers – helps Customer Success Managers to deliver unique value to their customers. The comparative insights from benchmarking motivate customers to make changes that produce better outcomes with their solutions.

Strategy 55

Strategy Analysis Metrics Software 55

OpinionLab

NOVEMBER 21, 2016

Now, if a customer can say it, write it or click it, Verint and OpinionLab VoC solutions can collect, analyze and enable organizations to take action on it. Verint and OpinionLab are now one! With more customers than ever taking a “digital-first” approach to how they conduct research, perform transactions and solve problems, savvy companies need the ability to measure these digital experiences and act quickly on the resulting insights in order to deliver consistent, personalized service; foster

Self Service 60

Self Service Engagement Customer Journeys Measurement 60

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Communication

The DiJulius Group

NOVEMBER 21, 2016

I Collect The Best Thing Anyone Can Collect I have never been a real collector. When I was a kid, I collected baseball cards, a lot of baseball cards. I cashed in on them at the height of the baseball card market, shortly after I got married. I traded them to get my basement finished, […].

Marketing 43

Marketing Customer Service Customers 43

Currency Alliance

NOVEMBER 21, 2016

We’ve all been there. You get to the front of the queue in your local store and the assistant asks for your loyalty card. As you open your wallet, you realize you have to shuffle a dozen other cards first before you find the one that you need. Airline cards. Hotel group cards. The card for the coffee place by your office. But the end result isn’t just a bulky wallet and a longer queue behind you.

Loyalty Programs 40

Loyalty Programs Loyalty Airlines Hotels 40

Customer Interactions

NOVEMBER 21, 2016

Voice biometrics promises huge value for contact centers. But in order to maximize this value, there are four measures needed to ensure its effective roll-out and ongoing success as a method of caller authentication.

Contact Center 37

Contact Center Measurement 37

Qualtrics

NOVEMBER 21, 2016

The post Europe’s Changing CX Environment [Infographic] appeared first on Qualtrics.

Infographics 30

Infographics Engagement Customer Experience Customers 30

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Tips

Customer Interactions

NOVEMBER 21, 2016

Turnover is a fact of life in the business world – one that can be expensive, disruptive and detrimental to team morale. The smaller the organization, the larger the overall effect turnover can have. There’s good news, though: Smaller contact centers typically have lower turnover rates than those with more than 500 employees.

Contact Center 36

Contact Center 36

LiveChat

NOVEMBER 21, 2016

In my latest post I wrote about why customer service is important , in this post I would like to tell you how you can take advantage of a personalization to create an even better customer service experience. Let’s start with what customer service experience is. In simple words, customer service experience refers to managing customers and satisfying their requirements.

Customer Experience 52

Customer Experience Customer Service How To Social Media 52

Bold360

NOVEMBER 21, 2016

In 2016, the customer experience became the focal point of marketing, acquisition, onboarding, UX design, and many other core business functions. Dubbed “The Year of the Customer” by thought leaders and analysts back in Q1, 2016 is the year in which businesses are learning valuable lessons about the importance of placing the customer at the center of marketing, onboarding, and ongoing customer support processes.

Customer Experience 87

Customer Experience Omni-Channel Social Media Self Service 87