Experience Matters

JANUARY 30, 2017

I’m really excited to announce that Temkin Group has launched its Non Profit Scholarship Program (NPSP). During 2017, the company will provide free enrollment to its U.S. workshops for up to 20 employees of non-profit institutions. The NPSP will enable these employees to gain access to customer experience training that their organizations may not have been able […].

Training 218

Training Customer Experience Groups Customers 218

ijgolding

JANUARY 30, 2017

I want to start this blog post by asking a rather profound question: Are you happy? Whether you feel that these three words constitute a profound question or not, have a think about it for a moment. If it is not a question that you can answer quickly, then it warrants greater time to consider. I meet a lot of people as I travel around the world – I rarely ask them this question.

Customer Experience 187

Customer Experience Return on Investment Travel Customers 187

Experience Matters

JANUARY 30, 2017

I’m really excited to announce that Temkin Group has launched its Non Profit Scholarship Program (NPSP). During 2017, the company will provide free enrollment to its U.S. workshops for up to 20 employees of non-profit institutions. The NPSP will enable these employees to gain access to customer experience training that their organizations may not have been able […].

Training 218

Training Customer Experience Groups Customers 218

Steve DiGioia

JANUARY 30, 2017

how create the memorable experience that your customer will hold dear and carry for years to come. This original article was written by Steve DiGioia. After 146 years, the show that has created memories for countless children of all ages will finally come to a close. Ringling Bros. and Barnum & Bailey Circus, citing a “variety of factors” will end its spectacular traveling road show in May of this year.

Hotels 126

Hotels Travel Course Customer Experience 126

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.

Data

Uniphore

JANUARY 30, 2017

The proliferation of ‘Chat Bots’ or Virtual Agents has rapidly created a new frontier of competitive advantage, or one that carries with it severe penalties. If your Bot or VA just isn’t good enough, sure as eggs is eggs, your customers will drop you. Read More.

Chatbots 124

Chatbots Virtual Agent Competitive Advantage Customers 124

Uniphore

JANUARY 30, 2017

The proliferation of ‘Chat Bots’ or Virtual Agents has rapidly created a new frontier of competitive advantage, or one that carries with it severe penalties. If your Bot or VA just isn’t good enough, sure as eggs is eggs, your customers will drop you. Read More.

Chatbots 100

Chatbots Virtual Agent Competitive Advantage Customers 100

Customers That Stick

JANUARY 30, 2017

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Communication 85

Communication Customers Customer Service 85

Esteban Kolsky

JANUARY 30, 2017

Over the last week or so I published the many pieces of the thinkJar 2017 Research Agenda. Here are the five parts: Customer Service Usage and Adoption – [link]. Data Use in the Enterprise – [link]. Artificial Intelligence in the Enterprise – [link]. Platforms and Ecosystems – [link]. Customer Experiences and Engagement – [link].

Analytics 73

Analytics Resources Customer Service Data 73

ShepHyken

JANUARY 30, 2017

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. Southwest’s Communications Chief Shares Her Top 3 Crisis Management Tips by Social Media Today. (Social Media Today) Nearly half of all organizations make the mistake of not planning for a crisis, thinking it’s either superstitious or somewhat futile.

Customer Service 70

Customer Service Airlines Social Media Software 70

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Esteban Kolsky

JANUARY 30, 2017

Over the last week or so I published the many pieces of the thinkJar 2017 Research Agenda. Here are the five parts: Customer Service Usage and Adoption – [link]. Data Use in the Enterprise – [link]. Artificial Intelligence in the Enterprise – [link]. Platforms and Ecosystems – [link]. Customer Experiences and Engagement – [link].

Analytics 60

Analytics Resources Customer Service Data 60

Myra Golden

JANUARY 30, 2017

My daughter and I were driving home from church Sunday afternoon. We were in the left hand turn lane behind another car. We had the green arrow, yet the car in front of me hadn’t started to accelerate. The driver behind me laid on the horn something terrible. I actually turned around to look at her. She let up for a second and then honked again. “ Ridiculous ,” I said to my daughter.

Strategy 50

Strategy Training Customers How To 50

Stella Connect

JANUARY 30, 2017

Last month, at the National Retail Federation’s Big Show 2017 , we partnered with lululemon’s Guest Education Centre director Dave Pitsch to present “Lessons Learned from 2016 Holiday Shopping.”. As Dave offered his tips for holiday success, he stressed the importance of hiring not only the right number of seasonal associates, but also the right kind of associate—someone who will resonate with the brand’s customer base and best represent the brand’s positioning and core values.

Data 40

Data Retail Culture Contact Center 40

Myra Golden

JANUARY 30, 2017

My daughter and I were driving home from church Sunday afternoon. We were in the left hand turn lane behind another car. We had the green arrow, yet the car in front of me hadn’t started to accelerate. The driver behind me laid on the horn something terrible. I actually turned around to look at her. She let up for a second and then honked again. “Ridiculous,” I said to my daughter.

Strategy 50

Strategy Training Customers How To 50

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Communication

Verint

JANUARY 30, 2017

Organizations are amid a shift in customer handling philosophies in an age where interactions between customers and brands are occurring increasingly primarily through online and digital channels. The philosophy is customer experience. Brands are looking at the entire experience their customers are having and trying to first understand what the experience is and how to influence it.

Brands 27

Brands Loyalty Interaction Customers 27

NICE inContact

JANUARY 30, 2017

NICE positioned as a Leader and is positioned highest in Ability to Execute and furthest in Completeness of Vision due to significant growth, large market share, and innovation leadership in product development highlights the enterprise as paving the way in the Workforce Engagement Management category. NICE continues to build upon their leadership position as a provider of customer engagement solutions that enable organizations to deliver an effortless, consistent and personalized experience.

Engagement 120

Engagement Management Leadership Employee Engagement 120

Alliance by IFS

JANUARY 30, 2017

Mobile technology has become a part of the everyday lives of most customers, which has created a massive shift in customer expectations when it comes to service. This new class of “connected customers” now measures the success of their interactions with service organizations against the experiences they have had with other types of services such as FedEx, Amazon, and Uber.

Connections 54

Connections Competitive Advantage Wireless Return on Investment 54

Amity

JANUARY 30, 2017

If the proponents of the multiverse theory are in the right, then there is a universe that is perfect for the people who work in customer success and who are trying to give everything to their companies. In this universe, customer success people work in perfect unison with all the other departments within their companies. In this universe, the best of all the relationships is the one they have with sales.

Sales 53

Sales Customer Success B2B Customers 53

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