QuestionPro Audience
MARCH 13, 2018
In school, while selecting the captain of sports teams, most of our coaches asked us to call out numbers such as 1-5 (1-n) and the students with a random number decided by the coach, for this instance, 3, would be called out to be the captains of different teams. It would be a non-stressful selection process for both the coach as well as the players.
InMoment XI
MARCH 13, 2018
It has been two weeks since our inaugural APAC CXForum – ‘Creating High Value CX Programs’. So many ideas were shared by our incredible speakers yet despite the diversity of topics, all addressed the same fundamental CX challenges – ‘How do I create a high-value CX program and how can we get people to care’? View Article.
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QuestionPro Audience
MARCH 13, 2018
Let’s consider a situation where a research team is seeking opinions about religion amongst various age groups. Instead of collecting feedback from 326,044,985 U.S citizens, random samples of around 10000 can be selected for research. These 10000 citizens can be divided into strata according to age,i.e, groups of 18-29, 30-39, 40-49, 50-59, and 60 and above.
InMoment XI
MARCH 13, 2018
It has been two weeks since our inaugural APAC CXForum and we hope that you found the day as thought provoking as we did. So many ideas were shared by our incredible speakers yet despite the diversity of topics, all addressed the same fundamental CX challenges – ‘How do I create a high-value CX program and. View Article.
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
CX Journey
MARCH 13, 2018
Image courtesy of Pixabay I originally wrote today's post for CallidusCloud. It appeared on their blog on December 6, 2017. The good news is, more and more company leaders are starting to get that they need to focus on the customer experience; the bad news is, many – most – are still struggling with the concept , choosing instead to focus on sales, metrics, and maximizing shareholder value.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Michelli Experience
MARCH 13, 2018
I met him while working with Starbucks around the time I wrote my first book about the company titled The Starbucks Experience. I’d venture to say that Starbucks might have been little more than one man’s vision if it wasn’t for his leadership strengths. He was one of the original architects of the brand – a part of a leadership triumvirate playfully referred to as H2O (two Howards and an Orin – Howard Schultz, Howard Behar and Orin Smith).
Customer Guru
MARCH 13, 2018
At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations WOW their customers and create raving fans for themselves.
ShepHyken
MARCH 13, 2018
Engaged Employees Make Happy Customers. Are your employees engaged? Shep Hyken sits down with Julie Ann Sullivan, author of “Blueprint for Employee Engagement: 37 Essential Elements to Influence, Innovate & Inspire,” to discuss the impact that engaged employees can make on customers. . Top Takeaways: When employees feel like they are contributing to the company, they become problem-solvers and idea-makers.
Oracle
MARCH 13, 2018
Gartner once predicted that by this year, 50% of companies will have made significant business model changes to improve their customer experience (CX) strategies. This is one of many predictions made by analyst groups trying to determine how companies, and their CX executives, will react to the ever-changing customer landscape – but, where do the professionals actually stand today?
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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.
Second to None
MARCH 13, 2018
Capturing the right data is a key step in providing an appropriate value to the unique customer base served by your brand. However, now that there are more channels for brands to interact with customers than ever before, there is a corresponding massive amount of data that a brand must filter through in order to acquire actionable outcomes from these data-collection programs.
Andrew Mcfarland
MARCH 13, 2018
I had a positive interaction at a car dealership recently that reminded me of how valuable transparency is in the customer experience. Within an hour of dropping off my car for service: The dealer sent me a short video (via.
Sampson Lee
MARCH 13, 2018
Why is there a high failure rate of customer experience (CX) initiatives? And why do most CEOs not buy into CX? Because CX professionals and companies are not practicing a Real CX. Conventional and Real CX in a Nutshell Many CX professionals currently assess customer experience through the lens of biased ‘service’, and are becoming […].
ClientSuccess
MARCH 13, 2018
Since CSM from the Trenches launched as a community, many Customer Success Managers have been eager to join, contribute, or participate. Here are four ways to get involved: 1. Answer mentor questions: Submit your answers to the 7 mentor questions. Share your practical advice and better practices with the frontline CSM community. Example – Sam Feil, ClientSuccess. 2.
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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.
LiveChat
MARCH 13, 2018
Having an online business is challenging. You need to staff your website with the high-quality content and great graphics or photos. You need to come up with ideas to bring people to your website – from social media, other websites and mostly, from search engines. You want people to find you, right? And that’s where landing pages come to the picture.
Lithium
MARCH 13, 2018
Congrats to Lithium Customers Who Won Stevie® Awards! We are so proud of our customers who won Stevie® Awards this year! The Stevie Awards are considered the world’s premier business awards and they honor and create public recognition for the achievements of organizations and working professionals around the globe. While there are many categories, our customers excelled in the Customer Service and Contact Center Achievement categories.
ClientSuccess
MARCH 13, 2018
For those just joining our blog series CSM from the Trenches, welcome. This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.
Lithium
MARCH 13, 2018
Congrats to Lithium Customers Who Won Stevie® Awards! We are so proud of our customers who won Stevie® Awards this year! The Stevie Awards are considered the world’s premier business awards and they honor and create public recognition for the achievements of organizations and working professionals around the globe. While there are many categories, our customers excelled in the Customer Service and Contact Center Achievement categories.
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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,
Confirmit
MARCH 13, 2018
Thinking of entering the ACE Awards but not sure where to start? Fear not, help is at hand! Here are our top tips on getting your submission ship-shape and ready for our fearsome judges (slight exaggeration there, they have high standards but none of them is actually “fearsome”!). Which category should I enter? Good question! We have six categories available and two of them are new for this year.
Lithium
MARCH 13, 2018
Congrats to Lithium Customers Who Won Stevie® Awards! We are so proud of our customers who won Stevie® Awards this year! The Stevie Awards are considered the world’s premier business awards and they honor and create public recognition for the achievements of organizations and working professionals around the globe. While there are many categories, our customers excelled in the Customer Service and Contact Center Achievement categories.
West Monroe
MARCH 13, 2018
Spring is on its way, which means the Salesforce Spring ’18 release has arrived, and with it, a number of key things we think our customers should be implementing. This was a big release in a lot of ways, and we will highlight a few key areas for each of the main clouds for customers to start thinking about. Service Cloud. With the last two releases, we have seen Service Cloud make the move to be fully enabled for Lightning Experience.
Solvvy
MARCH 13, 2018
The post Debunking Linear Customer Journeys and How to Take a Holistic Approach appeared first on Solvvy.
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.
Grade.us
MARCH 13, 2018
Time magazine has some advice for you. Don't trust reviews. Their inflammatory article states you shouldn't trust positive or negative reviews. Time's reasoning goes something like this: "By outing dubious, planted, solicited, and otherwise inauthentic reviews, consumers will have more reason to trust the reviews that remain, the thinking goes. But judging on how prevalent the manipulation seems to be, it’s arguable that online user ratings and reviews are less trustworthy than ever.
Forrester's Customer Insights
MARCH 13, 2018
During every Forrester Wave™ evaluation I conduct, I spend time sifting through vendor responses, data, client surveys, and reference interviews and develop an outline of recurring themes — the good, the bad, the new, the old, etc. After the Wave goes live, I collect all of that information, bundle it together, and produce a “Lessons” […].
Verint
MARCH 13, 2018
Engage18: On The Inside. The perfect restaurant. Most of us have that one restaurant that we love. That one restaurant that has become our go-to. We may have labeled it as such based on the range of food selections that it has, the quality of service that it provides, or its overall atmosphere. Whatever the reason, we view that restaurant as perfect.
Forrester's Customer Insights
MARCH 13, 2018
On March 12, Salesforce announced its intent to acquire CloudCraze, a B2B eCommerce application. This savvy and long-anticipated move nicely rounds out its broad CRM portfolio and supports B2B customers through their engagement journey. This eCommerce application is a fundamentally different one than Salesforce’s B2C eCommerce acquisition of Demandware.
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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
MARCH 13, 2018
Quality standards come to life when they guide behavior and enable us to deliver consistent high-quality service. Calibration is an important tool for ensuring consistency in interpreting performance. It also makes coaching far easier. It allows the coaching process to … Continue reading → The post Bring Quality Standards to Life with Calibration and Coaching appeared first on Brad Cleveland.
Forrester's Customer Insights
MARCH 13, 2018
Software platforms to support the industrial internet of things (IoT) are becoming very credible options. But despite their appeal, I constantly hear from clients who are wary. These clients don’t doubt the technical capabilities of the platform, or the pricing strategy, or the industrial nous of their preferred vendor. But they are confused about who […].
Verint
MARCH 13, 2018
Although we're seeing an increase in its use and function, the term automation is not an entirely new concept. It is an evolving process that adapts as technology develops; it started with data and application integration, moved to rules-based process automation, and now has manifested into analytic insights that drive actions and tasks. The term is defined as the use of artificial intelligence (AI) and analytics to automate functions previously performed by humans.
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