Oracle
JULY 9, 2018
What kinds of companies come to mind when you think of the world’s most respected brands? How do you suppose those companies became the most respected brands? If you answered “marketing” or “advertising” you’re only partly correct. The complete answer is “customer experience.” A brand can be thought of as an “identity or image regarded as an asset.” In some cases, ‘brand’ now suggests the values and promises that a consumer
Forrester's Customer Insights
JULY 9, 2018
Every day, executives lean in and light up when we describe the virtues of operating with true customer obsession, vowing to make a change. and then they return to their reality. The entrenched design of their companies’ organization holds them back. Our research asserts that any modern organization needs […].
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ReviewTrackers
JULY 9, 2018
Customer feedback systems and software products are quickly becoming a must-have for organizations of all sizes and across all industries. And for good reason: if you’re hoping to deliver customer experiences that delight in ways that make a positive impact on the bottom line, you must be able to effectively manage customer feedback. Defining customer feedback.
Experience Matters
JULY 9, 2018
In case you missed it, I’m a huge Boston sports fan. So it feels great to write a post that combines one of my favorite teams with one of our Four CX Core Competencies. I’m focusing on the leadership style of Brad Stevens, coach of the Boston Celtics. I’ve been a fan of Stevens since he was a coach at Butler University. He smart, confident, and seems to understand how to lead people.
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 Accelerator
JULY 9, 2018
My favorite story coming out of the FIFA World Cup thus far is how Japan, fresh off defeat to Belgium, left a wonderfully clean locker room and a "thank you" note. Full story here. How amazing is that? This picture of them bowing to their fans may give you goosebumps. Having recently visited Japan CX for myself, these wonderful moments come as no surprise at all.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
SuiteCX
JULY 9, 2018
In the recent research report by MyCustomer in association with Quadient, Customer Journey Mapping Research Report 2018, results validate what we practitioners have known for years: leadership buy-in absolutely matters and it should never be a one-and-done effort. It is really great to see more and more companies realizing the benefits of customer journey mapping (CJM).
Wired and Dangerous
JULY 9, 2018
Customers today are more powerful than ever! And they base the majority of their decision on where to spend their hard-earned dollars on the customer service experiences they encounter. Recent research shows 97% of customers say that customer service is very important or somewhat important in their choice of and loyalty to a brand! And 76% of customers say that the level of customer service is the true test of how much an organization values them!
CX University
JULY 9, 2018
Employees want to feel a sense of commitment to their work. And in return for that sense of real, authentic meaning, they will be willing to give more of themselves, aspire to higher productivity, spiraling innovation, and off-the-charts customer satisfaction. Of these three rewards, the highest correlation exists between employee engagement and customer satisfaction.
Hello Customer
JULY 9, 2018
Very often organisations invest in NPS or feedback programmes based on satisfaction metrics and focus all their efforts on the frontline, i.e. the customer-facing staff. And very early on in the programmes the NPS becomes part of your frontline’s bonus.
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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.
Topdown
JULY 9, 2018
Topdown has been ranked amongst the top five vendors for strategic direction in the Customer Communications Management (CCM) industry by Aspire Customer Communications Services in the firm's 2018 Aspire Leaderboard for Customer Communications Management. Topdown scored very high on the Leaderboard for strategic direction, largely thanks to its vision of a content services-oriented future as embodied in its INTOUCH cloud-based (SaaS) product.
Maru/HUB
JULY 9, 2018
Amazon has retained its place as the top UK organisation for customer satisfaction while Iceland has taken top place among food retailers for the first time, according to a survey. Iceland beat Aldi and Waitrose to be named the highest performing supermarket and is the only food retailer in the top 10, having climbed 26 places in the last six months in the UK Customer Satisfaction Index published by the Institute of Customer Service.
Confirmit
JULY 9, 2018
Constantin Rusu, Data Processing and Analytics Executive, Kadence International. This post originally appeared on the Kadence International’s blog. Thank you to the Kadence team for enabling us to share here. Kadence International , through its OneKadence global initiative, has recently partnered exclusively with Confirmit for survey programming and data processing needs.
Forrester's Customer Insights
JULY 9, 2018
Welcome to the final post in a four-part series I have been working on for the past few months. This series summarizes something I call the four basic forces of consumer behavior: emotion, tools, coordination, and conversation. These forces have compelled consumers to build their consumer tech stacks, the devices and software services that they […].
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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.
Thunderhead
JULY 9, 2018
(4 Minute Read). In 1913, Henry Ford introduced the moving assembly line to a burgeoning automotive industry, revolutionizing global manufacturing forever. Inspired by an overhead trolley used by Chicago beef packers, the integrated process simplified the assembly of the Model T’s 3,000 parts by creating just 84 discrete, connected steps. These were performed by small groups of workers, assisted by a single rope pulling each chassis along the line.
Forrester's Customer Insights
JULY 9, 2018
Rain Capital is shaking up the investment side of cybersecurity. Apart from only 11% of cybersecurity professionals being women, venture capital (VC) firms also suffer from a gender disparity with limited diversity. According to TechCrunch, only 8% of partners from the top 100 venture firms were women in 2017, and eight of these top 100 […].
ShepHyken
JULY 9, 2018
Each week I read a number of customer service and customer experience articles from various 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. How to Deliver Terrible, Horrible, No Good, Very Bad Customer Experience by Deb Miller. (CMSWire) I ordered new products and services from my provider last month and in the bargain had to endure some terrible, horrible, no good, very bad customer experience.
Forrester's Customer Insights
JULY 9, 2018
We’ve been busy researching emerging technology markets this year at Forrester, and the time has come to showcase much of that research. Whether you’re interested in the latest developments in AI-based technology, blockchain, robotics, or quantum computing, Forrester analysts and external speakers will cover all the bases at our upcoming New Tech & Innovation Forum […].
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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,
Forrester's Customer Insights
JULY 9, 2018
It is impossible to overstate the impact automation has on digital transformation. Automation directly impacts customer experience (CX). Software like Reflexis can automate price checks and cut customer wait times by 80%. Robots like Lowesbot can guide customers to the proper aisle to pick up home goods. Automation contributes directly to your bottom line.
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