Beyond Philosophy

APRIL 24, 2017

Lying is a rotten thing to do. However, the more you do it, the less rotten it seems. Or at least that’s what a recent study about lying revealed. The researchers, including Dan Ariely , author and Professor of Psychology and Behavioral Economics at Duke University, wondered if your brain adapted to being deceitful. To find out, the research team put participants in an fMRI machine (functional magnetic resonance imaging) to see what happened when they lied.

Consulting 318

Consulting Consulting Banking Customer Experience 318

ShepHyken

APRIL 24, 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. Hidden Secrets of Exceptional Customer Service From Amazon, PriceFixer, Netflix and Tesla You Could use to Command Your Customers’ Loyalty by Vicky Law.

Customer Service 174

Customer Service Surveys Personalization Consulting 174

Callminer

APRIL 24, 2017

There are many lessons contact center professionals can take from Netflix.

Big data 182

Big data Contact Center 182

360Connext

APRIL 24, 2017

I’ve been so fortunate to work with some really great people. Many of these were clients who were charged with leading customer experience change within large companies. There are so many challenges in these positions. In most cases, it’s new philosophy, limited staff and authority, and typically a culture straining against the wave of change that is required with a successful customer experience strategy.

Customer Experience 118

Customer Experience Consulting Consulting Metrics 118

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Influitive

APRIL 24, 2017

Pearson, the world’s largest learning company, wanted to change the way students perceived their brand. The company offers technology, materials and services to help students reach their highest potential… but many college students just saw Pearson as a textbook vendor. “We needed to build brand affinity,” says Lindsey Erlick, Senior Manager, Student Advocacy & Marketing.

Marketing 71

Marketing Technology Management 71

Verint

APRIL 24, 2017

The pendulum is rapidly shifting from what used to be known as customer service to the more proactive model of customer engagement. Engaged customers share the following traits: Advocate for the brand: They share positive views with friends, family and online communities.

Customer Experience 40

Customer Experience Management Customer Service Journey mapping 40

Amity

APRIL 24, 2017

Since 2014, Loopio has been helping hundreds of companies win more business by supercharging their response process for RFPs, RFIs, and Security Questionnaires. From the day the three co-founders started the company, its business plan, and its culture, Customer Success has been at the forefront of all things Loopio. We sat down with Loopio's Co-founder and CEO, Zakir Hemraj , to discuss the genesis of Customer Success at Loopio and the effect it’s had on the company as a whole.

Metrics 93

Metrics Sales Best practices Customer advocacy 93

Avaya

APRIL 24, 2017

It’s expected that 60% of all large organizations will develop customer journey mapping capabilities by 2018. Why? Because the average consumer isn’t so average anymore. Consider that a typical customer now owns three personal mobile devices , each with anywhere from 10 to 20 downloaded apps. This individual owns an average of five social media accounts , nearly three of which are actively used.

Analytics 59

Analytics Journey mapping Contact Center Benchmark 59