CloudCherry
JANUARY 18, 2018
Earlier, customers bought products, chose services and established opinions about brands based on various factors such as cost, quality of product and so forth. Today’s market, however, is a different ball game. Some businesses flourish and prosper, while some find it hard to sustain over the long term. The one aspect that strings these two opposite cases is the element of EXPERIENCE.
Beyond Philosophy
JANUARY 15, 2018
Prospect Theory is the name of the concept developed by Nobel-prize winning professor Daniel Kahneman and Amos Tversky, who were the “Godfathers of modern decision science.” It describes the hidden influences that exist that drive our behavior—and they aren’t what you think. Before Kahneman and Tversky’s paper on Prospect Theory, most economists felt like what drove decision-making was wealth, as in, the more wealth you had, the more options were available to you.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Michel Falcon Experience
JANUARY 16, 2018
In this video, I’m going to share five customer experience strategies, that will grow your profit, and help you build a successful company. I know that these strategies work, because I use them within my business on a daily basis. My company does over eight figures a year in revenue, and has over 100 employees. I’ve also used these strategies when consulting for companies like McDonald’s, Blue Cross Blue Shield, and Lexus.
Customer Bliss
JANUARY 18, 2018
Overview. “I have a passion for customer service and customer care, and I know that I have high expectations.” says Kathy Tobiasen , VP of Customer Experience at The Nature’s Bounty Company. “When I give a company my money. I expect to be treated a certain way when I’m buying their products and services, and that’s my goal as I approach this work.” In this episode, Kathy talks to me about her path to the role of leader of customer experience.
Advertiser: ZoomInfo
As prospects define their problem, search for solutions, and even change jobs, they are generating high-value signals that the best go-to-market teams can leverage to close more deals. This is where signal-based selling comes into play. ZoomInfo CEO Henry Schuck recently broke down specific ways to put four key buying signals into action with the experts from 30 Minutes to President’s Club.
Customer Guru
JANUARY 16, 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 started the initiative of sharing a series of interviews of top-notch CX experts in India to spread this awareness. Our guest for this week is Mr. Ajay Nambiar, a leading CX enthusiast in India.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
GetFeedback
JANUARY 16, 2018
Great customer service leads to happy customers, higher retention, and more revenue.
InMoment XI
JANUARY 16, 2018
Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. NextGen Healthcare helps ambulatory care organizations transition to value-based care by empowering them to nurture and build healthier patient communities at a lower cost with its technology-enabled solutions. Named as one of the top five electronic health.
Customers That Stick
JANUARY 15, 2018
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.
Customer Bliss
JANUARY 19, 2018
My mission throughout my career has been to highlight companies that choose to grow by honoring the lives of customers and employees. It’s been the basis behind my book, “ I Love You More Than My Dog, ” in which I highlight companies that base their culture on decision making that shows their humanity, and in turn, drives extreme customer loyalty in both the good times and the bad.
Advertisement
Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.
ShepHyken
JANUARY 17, 2018
I recently planned a small two-day meeting for about 25 people. This was the second year for this meeting. The previous year we had stayed at a hotel that did a magnificent job of taking care of us. After that meeting, I talked to our sales rep and mentioned that if they repeated the contract we signed for that first year, we would most likely come back.
InMoment XI
JANUARY 16, 2018
Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. NextGen Healthcare helps ambulatory care organizations transition to value-based care by empowering them to nurture and build healthier patient communities at a lower cost with its technology-enabled solutions. Named as one of the top five electronic health.
Kayako
JANUARY 17, 2018
When we talk about customer experience, many of us think about support. We think about the touchpoints between customer and business when the customer needs help buying or using a product. These interactions make up part of the customer experience, but not all of it. Customer experience encompasses the entire end-to-end journey a customer takes. That involves a whole lot more than just your customer service or support team.
ReviewTrackers
JANUARY 18, 2018
Online reviews are one of the most accurate indicators of customer experience for banks, insurance providers, and financial services organizations. Not only do reviews have the potential to either attract or drive away customers; they are also a major reputation factor and a key source of information for consumers as they determine whether or not to trust a provider.
Advertisement
Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
.png)
PeopleMetrics
JANUARY 19, 2018
The master rule to customer-centricity is this: solve your customers’ problems. Every change, every action, every improvement your company makes should have the end goal of solving a customer problem. So how does this apply to the healthcare and pharmaceutical industries? In The Beginning. Healthcare and pharmaceutical companies of yesterday served what seemed to be a fairly straightforward purpose: provide their customers (physicians) with access to and information surrounding newer and better
OpinionLab
JANUARY 16, 2018
“Omnichannel” has been a buzz word in CX circles for a while now. Which makes complete sense. Whereas before you were in control, your customers now want to engage with you on their terms whenever and however they want. And this occurs across every contact point – be this online via your desktop or mobile site, through your mobile app, via live chat, one-to-one at your call center or even face-to-face in one of your physical locations.
ShepHyken
JANUARY 15, 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. A Greater Purpose Will Give Your Customer And Employee Experience An Extra Edge by Adrian Swinscoe . (Forbes) Historically, customers used to buy the practical benefits of a product or service.
Experience Matters
JANUARY 18, 2018
It’s hard to keep up with everything that Temkin Group published in 2017, so we put together a couple of infographics to highlight some of the key data insights. This first infographic looks at CX efforts and the ROI of those activities. Below the infographic you’ll find links to download the graphic (as well as a poster), along with links to the referenced content.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!
Andrew Mcfarland
JANUARY 16, 2018
(Guest post written by Carolyn Jenkins, a SaaS technology leader with award-winning experience leading companies in customer success, support, training, delivery, account management, human resources, and corporate operations.) Recently, I spoke with a software company that is enhancing its customer success.
TechSee
JANUARY 18, 2018
Welcome to the age of the smart home. When John Martin wakes up each morning, his pre-programmed morning routine kicks into gear. The lights go on, the shutters go up, the heat turns on, the music starts and the coffee pod kicks into action. When his new smart thermostat arrives by drone delivery – together with a lengthy installation guide – he can’t help but wonder if there isn’t a smarter way to make his home smarter.
ShepHyken
JANUARY 19, 2018
This week we feature an article by Gaven Rolfe who writes about parcel lockers and how they can offer benefits for retailers. I really like anything that can offer convenience for our customers. – Shep Hyken. Parcel Lockers: A Retailer’s Secret Weapon. When you think of parcel lockers you probably think of lockers found at apartment buildings and condominiums.
QuestionPro Audience
JANUARY 14, 2018
What is a Research Panel? A research panel is a pre-qualified community of individuals with relevant backgrounds who have agreed to participate in quantitative and qualitative research initiatives that will ultimately provide the researcher with insights on various products or services. What is Panel Management Software? Panel management software is a tool that helps companies create a customized portal for their panel.
Advertiser: ZoomInfo
Sales and marketing leaders have reached a tipping point when it comes to using intent data — and they’re not looking back. More than half of all B2B marketers are already using intent data to increase sales, and Gartner predicts this figure will grow to 70 percent. The reason is clear: intent can provide you with massive amounts of data that reveal sales opportunities earlier than ever before.
Promoter.io
JANUARY 18, 2018
At one point or another, most of us have had an experience with a company that we would classify as exceptional customer service. Maybe it was a pizza restaurant that threw in an extra order of breadsticks to show you that they appreciate your repeat business. Or, maybe it was a software company that built […]. The post 11 Examples of Exceptional Customer Service From Companies That Walk the Walk appeared first on Promoter.io Blog.
Beyond Philosophy
JANUARY 16, 2018
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” The article’s author, though, quoted a study his company had conducted, saying that fewer than half of the CX professionals included felt that their colleagues shared this belief.
ShepHyken
JANUARY 16, 2018
The Smallest Things Can Make the Biggest Difference to Your Customers. Shep Hyken Interviews Chris Smoje, Founder of DIME Customer Service. What can you be doing to make a big difference for your customers? . . ? <span data-mce-type=”bookmark” style=”display: inline-block; width: 0px; overflow: hidden; line-height: 0;” class=”mce_SELRES_start”>?
OpinionLab
JANUARY 16, 2018
“Omnichannel” has been a buzz word in CX circles for a while now. Which makes complete sense. Whereas before you were in control, your customers now want to engage with you on their terms whenever and however they want. And this occurs across every contact point – be this online via your desktop or mobile site, through your mobile app, via live chat, one-to-one at your call center or even face-to-face in one of your physical locations.
Advertisement
The annual Cognition virtual conference is back on October 16, and this year it’s FREE! You’ll enjoy: Inspiring Keynotes from top learning industry leaders, providing fresh perspectives to help you outperform the competition. Hands-on, Skill-Building Sessions to elevate your growth, retention, and product adoption strategies. Exclusive First Look at the latest innovations from Thought Industries, empowering you with tools to grow faster.
Expert insights. Personalized for you.
225 
Let's personalize your content