Solvvy

MAY 31, 2018

The post Win with Effortless Experiences appeared first on Solvvy.

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Experience Investigators by 360Connext

MAY 30, 2018

If you’re creating learning paths in any workplace, the goal is ultimately to be, well, better. To be better at serving customers, better at increasing efficiency, better at employee development, and hopefully, better at staying ahead of the competition. All of that is achievable with the options in learning paths today. But how often are we really taking advantage of it?

How To 146

How To Chatbots Connections Consulting 146

Customer Guru

MAY 30, 2018

We all know this by now that organizations must focus on being customer-centric in order to come out on top. Most customer experience leaders believe that customer centricity starts with the customers always. But they tend to ignore the importance of employee behavior in building a customer-centric organization. We are sure that inculcating the OPACE of customer-centric behavior in employees first would help any organization in ensuring customer delight at all times.

Omni-Channel 95

Omni-Channel Customer Centricity e-support Social Media 95

CX Advantage Walker

MAY 31, 2018

We all know that CX is so much more than deploying a customer satisfaction survey. However, many times an organization’s journey to launch CX starts with just that. What we chose to measure is typically based on who has requested – or insisted – there needs to be a survey. Maybe it’s your support organization, Continue reading. The post Who Is Your CX Architect?

Customer Satisfaction 59

Customer Satisfaction Survey Measurement Roadmap 59

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In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.

Contact Center

ReviewTrackers

MAY 30, 2018

You’ve just finished servicing a customer’s car. You two talk about the weather, how it’s going to be the perfect day to take the car for a nice drive. The customer pays and is ready to walk out. Before the customer leaves, though, you say, “Hey, would you like to review us?”. The customer says, “Yes. Where?”. While a verbal ask is one way to get customers to review your company, there are also additional ways to get customers to review you online at the time of purchase.

Sales 62

Sales Net Promoter Score Automotive How To 62

QuestionPro Audience

JUNE 1, 2018

In this digital age, every interaction between a consumer and brand matters. Due to social media, everyone has a voice, and can air their grievances to a huge audience, which may deter prospective customers, and turn away current customers. According to PwC’s Global Consumer Insights Report , 73% of all consumers point to customer experience as an important factor in their purchasing decisions, just behind price and product quality.

Customer Experience 207

Customer Experience Social Media Consumers Loyalty 207

Lumoa

MAY 29, 2018

Happy customers are a dream of any business owner. As the famous saying goes, “Satisfied customer is the best strategy of all.” But what happens next, after you identified who your happy customers are ? Even if you don’t actively cooperate with your happy customers, they will, on average, tell nine other people about their experiences with your company (according to American Express ).

Engagement 207

Engagement How To Travel Hospitality 207

CX Journey

MAY 31, 2018

Image courtesy of Pixabay Rather than thinking customer-centric, how about thinking people-centric? While customer experience strategies must include a priority focus on the employee experience (i.e., they are first!), they often don’t. Many companies actually believe that they can improve the customer experience without improving the employee experience.

Company 105

Company Culture Employee Experience Leadership 105

InMoment XI

JUNE 1, 2018

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. Most organizations strive to ingrain in their employees a set of organizational values–behaviors and attitudes–that are the guiding principles for all employee actions. These values are often expressed as brand promises–statements about what an organization is, what it stands for, View Article.

Brands 150

Brands Tools eBook Financial 150

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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.

Self Service

QuestionPro Audience

MAY 31, 2018

The consumer trends of the millennial generation have been a hot topic for many brands, and now the focus has moved to the up-and-comers, Generation Z. Members of Gen Z—those born during the mid-1990s to the early 2000s—are generally tech-savvy, open-minded, and socially responsible. What does this mean for certain brands? We look at three industries that will likely have trouble keeping members of Gen Z as consumers.

Industry 199

Industry Social Media Study Trends 199

AskNicely

MAY 29, 2018

Break out the champagne, this calls for a celebration! AskNicely took home the honor of Emerging Company of the Year at this year’s NZ Hi-Tech Awards held during Tech Week in Christchurch, NZ. The Hi-Tech Awards recognize New Zealand’s most successful technology companies and the individuals behind them, and is one of the most sought-after awards in the tech sector.

Net Promoter Score 150

Net Promoter Score Company Video Course 150

IntouchInsight

MAY 31, 2018

Here are some of the latest advancements in construction technology and how it's keeping workers safe.

Technology 149

Technology How To 149

InMoment XI

JUNE 1, 2018

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. Most organizations strive to ingrain in their employees a set of organizational values–behaviors and attitudes–that are the guiding principles for all employee actions. These values are often expressed as brand promises–statements about what an organization is, what it stands for, View Article.

Brands 150

Brands Tools eBook Financial 150

Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective

In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.

Brands

NICE inContact

MAY 29, 2018

We are moving from a service economy to an experience economy. Today’s customers are not just looking to get the right service at the right time at the right channel. They are looking for an experience that is immersive, engaging and proactive. We are already seeing companies leverage customer experience (CX) as the key tool to win the experience economy, far beyond price and product.

Contact Center 141

Contact Center Customer Experience Customers Innovation 141

CX Journey

MAY 29, 2018

Image courtesy of Quadient Are you communicating with customers in their preferred methods? That's only one of many questions we discussed last week, when I had the pleasure of participating in the keynote panel for Quadient's third virtual CX Transformation Day. The panel, moderated by Mirza Baig, Quadient's Director of Digital and Advocacy Marketing, included David Poole, with the Financial Services Center of Excellence at Publicis Sapient; Paul DeSantis, Chief Operating Officer of ANRO; and m

Customer Experience 126

Customer Experience Customer Journeys Omni-Channel Government 126

Customer Bliss

JUNE 1, 2018

Thank you for joining the movement! My friends, book number four is done! And many of you already have the copy on your bookshelf! This book, Would You Do That To Your Mother? The “Make Mom Proud” Standard for How to Treat Your Customers , is my “thank you” for letting my words into your life. I’m grateful to our community of brave customer crusaders from every kind of business across the globe.

Customer Experience 24

Customer Experience Company How To Customers 24

InMoment XI

MAY 30, 2018

Spring is in the air and with Summer on the way, many eyes are looking forward to another season of America’s Pastime, BASEBALL! As a baseball fan myself, I follow the team of my childhood, the 1992 and 1993 World Series Champions, the Toronto Blue Jays. As a fan of analytics, I enjoy delving deeper. View Article.

Data 150

Data Analytics Retail 150

Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified

Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.

ROI

IntouchInsight

MAY 31, 2018

Wondering where to begin when evaluating vendors in the customer experience space? Here’s what not to do and why when selecting a CX technology platform.

Technology 120

Technology Customer Experience Customers 120

ShepHyken

JUNE 1, 2018

This week we feature an article by Jason Grills who discusses the importance of integrating an effective customer support system and how to decide upon live chat software for your organization. – Shep Hyken. “Your most unhappy customers are your greatest source of learning” – Bill Gates , Microsoft Founder. Every business aims to delight their customers.

Software 109

Software Comparison Customer Satisfaction System 109

Customer Bliss

MAY 31, 2018

In today’s episode, I speak with Antonio Susta , Head of Customer Experience and Customer Service at The Linde Group , a world leading supplier of industrial, processes and specialty gases. . Antonio has a lot of experience blending marketing and sales. As a marketer, he was a fan of B2B marketing for technical products, and spent almost 10 years with Air Liquide , where he became familiar working in a large B2B company in the gas and tech industry.

B2B 107

B2B Industry Leadership Conference 107

Michelli Experience

MAY 31, 2018

__. Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Follow on Twitter: @josephmichelli. Save Save. Save Save. The post A Loyalty Program Doesn’t Loyalty Make {Infographic} appeared first on Joseph Michelli.

Loyalty Programs 30

Loyalty Programs Infographics Loyalty Consulting 30

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With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.

Case Study

Oracle

MAY 30, 2018

Congratulations to the class of 2018! So, you’re interested in a career in marketing or customer experience? Great news – 69% of marketing leaders anticipate growing their teams this year (up from 44 percent from last year.) Take that, class of ’17! Here are some tips I’ve picked up along my own career spanning startup tech marketing, entrepreneurship, and consulting. 1.

Tips 97

Tips Marketing Culture Conference 97

ShepHyken

MAY 30, 2018

It’s morning and you’ve just had breakfast. What are you going to have for dinner? 49% of people in the U.S. do not know what they are going to have for dinner. That stat comes from David Portalatin’s address at the Art of Beef Summit, sponsored by Cargill. As he was addressing foodservice executives and salespeople, he emphasized that not knowing what’s for dinner, just hours before consumers are supposed to eat it, is a problem.

Transportation 98

Transportation Conference Sports Customer Service Training 98

TechSee

MAY 29, 2018

Visual engagement and support are maturing as a technology, and are swiftly becoming key differentiators in many customer service organizations. With clear ROI demonstrated almost immediately upon implementation, C-level decision-makers and call center management have turned to visual engagement as an important stepping stone on their journey towards providing a digital customer-centric experience.

Contact Center 95

Contact Center Engagement Call Center Net Promoter Score 95

ReviewTrackers

JUNE 1, 2018

Airbnb has grown into one of the top online marketplaces, global travel communities, and service platforms for individuals looking to book unique homes and experiences. Airbnb users who are traveling can use the site or app to lease or rent short-term accommodations, including apartments, homestays, holiday cottages, hostel beds, villas, hotel rooms, even castles and treehouses.

Travel 92

Travel Hotels Groups Policies 92

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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.

Wait Times

CX Advantage Walker

MAY 31, 2018

We all know that CX is so much more than deploying a customer satisfaction survey. However, many times an organization’s journey to launch CX starts with just that. What we chose to measure is typically based on who has requested – or insisted – there needs to be a survey. Maybe it’s your support organization, Continue reading. The post Who Is Your CX Architect?

Customer Satisfaction 86

Customer Satisfaction Survey Measurement Roadmap 86

ShepHyken

MAY 29, 2018

Create Your Own “Secret Ingredient” to Stand Out From Competition. How can you separate yourself from the competition? Shep Hyken is joined by Gigi Butler, the founder of Gigi’s Cupcakes , the largest cupcake franchise in the world, to discuss how she differentiated herself from the competition. ? ? >?. Top Takeaways: Branding is the experience a company offers, and to get people on board with a brand, a strong, passionate leader is necessary, along with a product people can connect with.

Brands 85

Brands Connections Customer Experience Examples 85

transcosmos Information Systems

MAY 31, 2018

Some shoppers would visit a physical store to check the availability of the item, how it looks like, how much it costs, and to see if the item is something that the shopper would want to purchase right away. Then, there are those who rely heavily on online stores to check its availability or make the purchase readily. E-commerce greatly flourished over the last few years not only due to the vast improvements made with the Internet (i.e., the birth of Internet-of-Things), but also because of thos

Omni-Channel 83

Omni-Channel e-support Strategy Multi-Channel 83