Beyond Philosophy

AUGUST 17, 2023

Many years ago, I read a book that changed my life, The Experience Economy by Joe Pine, founder of Strategic Horizons. As a pioneer in the experience movement, Pine has a new customer strategy concept that we discussed on a recent podcast, so I thought I would share what we learned here as well. Time Well Spent Pine developed the Time Progression with his collaboration partner and colleague Dave Norton, founder of Stone Mantel and Insights Consultancy.

Customer centricity 195

Customer centricity Self service Consulting Consulting 195

TechSee

AUGUST 17, 2023

8 Ways to Optimize Remote Technician Downtime A remote video platform can significantly enhance the effectiveness of field service technicians by providing them with valuable tools, information, and support. Here are eight ways a remote video platform can achieve this: Real-time remote assistance: Field service technicians can connect with experts or senior colleagues in real time through the video platform.

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205

LiveVox

AUGUST 17, 2023

In the dynamic world of education management and financing, delivering an exceptional customer experience is key to building lasting relationships with students, parents, and educational institutions. And contact centers serve as your frontline ambassadors to your students. By transforming these centers into hubs of exceptional service, you can leave a lasting impression on the students […] The post Enhancing Customer Experience in Education Management and Financing appeared first on LiveV

Finance 76

Finance Education Customer Experience Management 76

Cyara

AUGUST 17, 2023

Endurance testing. Load testing. Scalability testing. Spike Testing. Stress… smoke… volume… Testing, testing, testing! Are all these performance testing types testing your patience? Do you have questions about what they are, when to use them, and how?

Contact Center 67

Contact Center 67

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

Surveys

Enghouse Interactive

AUGUST 17, 2023

As consumer expectations rise, businesses are increasingly focusing on building empathy in customer service interactions.

Customer Service 78

Customer Service Enterprise Contact Center Customer Support 78

CSM Magazine

AUGUST 17, 2023

Planning transportation for a large group can be challenging. When traveling with 10 or more people, public transit and rideshares may not be feasible options. Many groups rely on renting private vehicles like coach buses or shuttle buses to move everyone together efficiently. While coach buses and shuttles both offer solutions for group travel, there are notable differences in terms of size, amenities, costs, and ideal use cases.

Transportation 52

Transportation Coaching Entertainment 52

Unymira

AUGUST 17, 2023

The US analyst firm Forrester has published "The Enterprise Service Management Landscape, Q2 2023", their latest vendor overview for ESM solutions. The report is intended to be a guide for all companies seeking information on current technology vendors in the field of ESM solutions.

Enterprise 52

Enterprise Technology Management 52

CSM Magazine

AUGUST 17, 2023

As a centralized source of information and evaluation, expert and user review platforms are powerful tools for users and businesses in various industries. While helping users make informed decisions, they can prove valuable for businesses to establish credibility and improve their offerings. According to a 2023 survey by Power Reviews , nine in 10 consumers say they consider reviews when making a purchase decision.

Automotive 52

Automotive Feedback Surveys Marketing 52

Vistio

AUGUST 17, 2023

With NPS survey response rates dropping into the single digits and customers who outright lie on them, can you really expect to measure the customer experience?

Customer Experience 52

Customer Experience Surveys Best practices 52

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Experience

CSM Magazine

AUGUST 17, 2023

Having trouble identifying anonymous visitors to your site? In 2023, the innovative strategy of unblocking anonymous traffic and turning unknown customers into qualified potential customers is functioning quite successfully. Ready to grow your business and expand your services to potential clients? Up to 98% of website visitors remain anonymous, making it difficult for businesses to identify potential customers and establish appropriate business relationships with them.

CRM 52

CRM Analytics Advertising Marketing 52

Vistio

AUGUST 17, 2023

We’re obsessed with metrics. We fixate on the results, creating scorecards and setting improvement targets. But is the customer experience getting any better?

Metrics 52

Metrics Customer Experience 52

Abby Connect

AUGUST 17, 2023

Have you ever found yourself in a position where you’re desperately trying to figure out how to end a phone call without being awkward?

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Brad Cleveland Blog

AUGUST 17, 2023

Brad Sugars is one of the world’s most recognized business coaches… and he asks awesome questions! It was a privilege to be part of his podcast. We discussed goals, successes, failures, staying up to speed, and the evolving consumer movement. … Continue reading → The post Goals, Successes, Failures, and the Evolving Consumer Movement appeared first on Brad Cleveland.

Coaching 46

Coaching Contact Center Call Center Customer Experience 46

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

Contact Center

Zappix

AUGUST 17, 2023

In today's highly competitive business landscape, delivering exceptional customer support is key to ensuring customer satisfaction and loyalty.

Customer Support 40

Customer Support 40

Brad Cleveland Blog

AUGUST 17, 2023

Brad Sugars is one of the world’s most recognized business coaches… and he asks awesome questions! It was a privilege to be part of his podcast. We discussed goals, successes, failures, staying up to speed, and the evolving consumer movement. … Continue reading → The post Goals, Successes, Failures, and the Evolving Consumer Movement appeared first on Brad Cleveland.

Coaching 26

Coaching Contact Center Call Center Customer Experience 26

AWS Machine Learning

AUGUST 17, 2023

Amazon Redshift is the most popular cloud data warehouse that is used by tens of thousands of customers to analyze exabytes of data every day. Many practitioners are extending these Redshift datasets at scale for machine learning (ML) using Amazon SageMaker , a fully managed ML service, with requirements to develop features offline in a code way or low-code/no-code way, store featured data from Amazon Redshift, and make this happen at scale in a production environment.

APIs 74

APIs Engineering Scripts Analytics 74