Steve DiGioia
APRIL 10, 2017
yes, he really did this. This original article was written by Steve DiGioia. Here’s one of the best examples of how to create customer loyalty that I have ever seen. It happened while I was working at the Hilton Newark Airport Hotel in 2003. We had a fantastic staff, happy employees and a robust business. One day there was a buzz that traveled all around the hotel.
CX Global Media
APRIL 10, 2017
Does your customer journey go beyond the simple and routine? If you need more than just simple product descriptions and frequently asked questions to make a sale and service customers are your people properly equipped? Delivering a great customer experience is not possible even if you have the most modern communication platform. More sophisticated sales and service interactions require the support of additional assets.
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Customers That Stick
APRIL 10, 2017
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Sampson Lee
APRIL 10, 2017
Deploying Customer Effort Score could be destructive under two conditions: using CES as a key metric for your critical touch-point experiences, and, your brand value is not about effortless. It would generate three negative consequences: Drive a disremembered experience. Damage your brand loyalty. Reduce customers’ pleasure. The Original Application Boundary of CES – Service In […].
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GetFeedback
APRIL 10, 2017
The top questions to ask when developing a brand positioning strategy—and few ways marketing surveys can help you answer them.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
DMG Consulting
APRIL 10, 2017
FCR in an Omni-Channel World (whitepaper). 3/15/2017. By Donna Fluss. Introduction. First contact resolution (FCR) is an essential key performance indicator (KPI) for contact centers because it measures the department’s effectiveness by determining if the agent fully resolved or addressed the customer’s issue during the first contact. Since customers typically want a resolution as quickly as possible and enterprises want to reduce the number of contacts, FCR is also a great indicator of customer
Uniphore
APRIL 10, 2017
5 Proof Points. Today, artificial intelligence is one of the fastest growing technologies within IT operations. Already in 2014, the global artificial intelligence market was valued at about $126 Billion, and that number is expected to reach around $3 Trillion by 2024, which means it is growing at a rate of about 36% a year, according to a report from Transparency Market Research.
LiveChat
APRIL 10, 2017
Do you remember your first sale? Of course you do. You remember the hard work you put into finding the perfect customer. You remember the hoops you jumped through to get them to convert. You remember the elation you felt after they agreed to buy from you. And you remember feeling annoyed once you realized you’d have to do it all over again each time a new prospect hit your radar.
Verint
APRIL 10, 2017
Is your organization still plagued with operational silos? Are you chained to outdated legacy systems? Is meeting customer demand and expectations the focus of just the front office, or your entire company? If you answered yes to any of these questions, then likely your operations are living in the dark ages.
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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
ShepHyken
APRIL 10, 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. Improving Customer Experience Through Customer Data by Daniel Newman. (Forbes) By using advanced analytics, companies can make better use of their customer and user experiences, leading to higher satisfaction — and loyalty — in the long term.
Amity
APRIL 10, 2017
Every marketplace has its gaps or customer pain points. Any new entrant to a market will have to scour the market for existing gaps and attempt to fill them with their business. As marketplaces evolve, so do the shape and size of these gaps. New entrants need to be aware of where they exist, how it affects the consumer and how to resolve it with their business.
DMG Consulting
APRIL 10, 2017
Thank you for your interest in DMG Consulting’s publications. Please complete the registration form below. First Name * Last Name Email Address *. Monthly DMG Newsletter. I would like to receive the monthly DMG Newsletter. Email This field is for validation purposes and should be left unchanged. Close. Reality Check: Will Customer Journey Analytics Be the Next CRM?
PeopleMetrics
APRIL 10, 2017
Too many businesses put all their efforts towards optimizing their sales funnels and forget about what comes after a customer makes a purchase. The sale is the beginning of your customer relationship, not its culmination. Continuing to build the relationship can turn a customer from a one-time buyer to a true fan and promoter of your business. Promoters are more likely to share their positive opinions about your business, either by writing reviews or defending your company against criticism.
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.
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