The keynote presentation from UserConf 2012. Richard White, CEO of UserVoice.com, talks about how business on the web has changed...and why taking care of customers is the only way you can succeed anymore.
Check out the video of this talk on YouTube: http://www.youtube.com/watch?v=qKapwfmpvew
Learn more about UserConf at http://www.userconf.co
Las tendencias que están redefiniendo la experiencia del cliente y su fidelización - See more at: http://www.sitel.com/es/noticias/sitel-senala-las-tendencias-que-estan-redefiniendo-la-experiencia-del-cliente-y-su-fidelizacion/#sthash.tMdJEjiA.dpuf
In the digital age, custimer service means far more than answering a phone call or replying to a mail or handlinga complaint.
It is going beyond these basics and enabling a great purchase & usage journey for the customer.
This presentation hopefullt helps you think, what are the pain points for customers & how can we ease them? what are teh pleasure points and how can we enhance them and most importantly how can we value add beyond what they expect and digitally delight them.
Happy reading...may it provoke you!
Si te ha tocado ir a alguna junta y escuchaste la palabra "OMNICHANNEL" estás en el lugar correcto. Este documento te explicará en qué consiste este término.
The Rise of the Platform Marketer: Connected CRM in a Digital WorldArgyle Executive Forum
David Williams, Chairman and CEO of Merkle, discussed how an organization can build and maintain a data-driven customer relationship management (CRM) strategy during a Thought Leadership Spotlight Presented by Merkle at the 2014 Chief Marketing Officer Leadership Forum: Fall Event in San Francisco on Nov. 6. In his presentation, “Connected CRM: Delivering on a Data-Driven Business Strategy,” Williams noted the marketing landscape is changing, and delivering an omni-channel CRM experience is key for organizations to effectively engage consumers.
According to Williams, organizations need to consider the whole spectrum of consumer experiences to improve their customer interactions. However, organizations also need to understand how to collect and leverage data across this entire spectrum: “I would argue that for most organizations, they don’t fully realize that all of this data can be managed across the enterprise and across a set of hundreds of millions or tens of millions of consumers and that there’s value in this data across the entire spectrum.”
Data can deliver a competitive advantage for organizations of all sizes, Williams said. Organizations that differentiate between a customer strategy and a marketing strategy, Williams added, can find ways to incorporate data into their CRM strategies. Williams pointed out that the digitalization of media and channels is transforming how organizations connect with customers too: “We start talking about how digitalization of media and channels is changing our ability to know about consumers and their attitudes, needs, wants, behaviors, values and then how we might enhance or personalize experiences with them. In reality, many of these conversations are actually too narrow.”
- See more at: http://www.argylejournal.com/chief-marketing-officer/thought-leadership-spotlight-presented-by-merkle-connected-crm-delivering-on-a-data-driven-business-strategy-david-williams-chairman-and-ceo-merkle/#sthash.IppTS2Iw.dpuf
Digital marketplaces change behaviors of people, organizations and businesses. They introduce new forms of value exchange that result from connecting supply and demand in a new way. Learn how your brand can use digital to grow.
The Future of the Contact Center: Key Predictions for 2019Calabrio
With every new year comes an opportunity for businesses to surprise and delight customers. And 2019 will be no different. Companies will continue to look for ways to engage customers during every touchpoint on their journey and, in the process, will become wiser to their changing and growing demands. However, in the coming year, it’s imperative that businesses adapt to show customers that they are, in fact, listening. When businesses find the right balance between people and technology, expand how they view data, listen to their customers and meet them wherever they are—they will succeed
Las tendencias que están redefiniendo la experiencia del cliente y su fidelización - See more at: http://www.sitel.com/es/noticias/sitel-senala-las-tendencias-que-estan-redefiniendo-la-experiencia-del-cliente-y-su-fidelizacion/#sthash.tMdJEjiA.dpuf
In the digital age, custimer service means far more than answering a phone call or replying to a mail or handlinga complaint.
It is going beyond these basics and enabling a great purchase & usage journey for the customer.
This presentation hopefullt helps you think, what are the pain points for customers & how can we ease them? what are teh pleasure points and how can we enhance them and most importantly how can we value add beyond what they expect and digitally delight them.
Happy reading...may it provoke you!
Si te ha tocado ir a alguna junta y escuchaste la palabra "OMNICHANNEL" estás en el lugar correcto. Este documento te explicará en qué consiste este término.
The Rise of the Platform Marketer: Connected CRM in a Digital WorldArgyle Executive Forum
David Williams, Chairman and CEO of Merkle, discussed how an organization can build and maintain a data-driven customer relationship management (CRM) strategy during a Thought Leadership Spotlight Presented by Merkle at the 2014 Chief Marketing Officer Leadership Forum: Fall Event in San Francisco on Nov. 6. In his presentation, “Connected CRM: Delivering on a Data-Driven Business Strategy,” Williams noted the marketing landscape is changing, and delivering an omni-channel CRM experience is key for organizations to effectively engage consumers.
According to Williams, organizations need to consider the whole spectrum of consumer experiences to improve their customer interactions. However, organizations also need to understand how to collect and leverage data across this entire spectrum: “I would argue that for most organizations, they don’t fully realize that all of this data can be managed across the enterprise and across a set of hundreds of millions or tens of millions of consumers and that there’s value in this data across the entire spectrum.”
Data can deliver a competitive advantage for organizations of all sizes, Williams said. Organizations that differentiate between a customer strategy and a marketing strategy, Williams added, can find ways to incorporate data into their CRM strategies. Williams pointed out that the digitalization of media and channels is transforming how organizations connect with customers too: “We start talking about how digitalization of media and channels is changing our ability to know about consumers and their attitudes, needs, wants, behaviors, values and then how we might enhance or personalize experiences with them. In reality, many of these conversations are actually too narrow.”
- See more at: http://www.argylejournal.com/chief-marketing-officer/thought-leadership-spotlight-presented-by-merkle-connected-crm-delivering-on-a-data-driven-business-strategy-david-williams-chairman-and-ceo-merkle/#sthash.IppTS2Iw.dpuf
Digital marketplaces change behaviors of people, organizations and businesses. They introduce new forms of value exchange that result from connecting supply and demand in a new way. Learn how your brand can use digital to grow.
The Future of the Contact Center: Key Predictions for 2019Calabrio
With every new year comes an opportunity for businesses to surprise and delight customers. And 2019 will be no different. Companies will continue to look for ways to engage customers during every touchpoint on their journey and, in the process, will become wiser to their changing and growing demands. However, in the coming year, it’s imperative that businesses adapt to show customers that they are, in fact, listening. When businesses find the right balance between people and technology, expand how they view data, listen to their customers and meet them wherever they are—they will succeed
THE CONSUMER AND ADVERTISING LANDSCAPES IN INDIA EVOLVE QUICKLY AND OMG IS CONSTANTLY THINKING ABOUT HOW TO KEEP UP WITH THAT RATE OF CHANGE IN ORDER TO HELP BUILD BRANDS AND DELIVER GROWTH.
Are White Papers Dead? Advance your B2B marketing campaigns from one-size-fit...Alinean, Inc.
White papers have been the mainstay of B2B marketing campaigns for decades, but each year the effectiveness of white paper fueled marketing / demand generation (demand-gen) campaigns is on the decline. Information overload, short attention span theater and personalization expectations are just a few of the reasons why relying on white papers to drive demand / generate qualified leads is not enough.
You need to advance your marketing into the 21st century with more interactive, dynamic personalized content that articulates your value to prospects / buyers / customers.
ValueStory Marketing Tools combine visual storytelling / whiteboards, provocative insights, diagnostic assessments, financial justification / ROI / TCO calculators to deliver a personalized one-to-one engagement and white paper deliverable.
Learn more at http://www.alinean.com
Ninety Consulting: The Omnichannel InsurerDan White
Some insurers are already pursuing omnichannel, but other sectors, e.g. retail, are seen as more advanced and could yield lessons for insurers. In Part 1 of this two-part paper, we look at some of the initiatives and issues that are emerging as insurers try to move to an omnichannel approach. In Part 2, released separately, we look at examples and lessons from other sectors and try to answer the question ‘What can insurers learn about omnichannel from other industry sectors?’ We will conclude by making some keynote recommendations and predictions about the changing nature of omnichannel and its impact on the insurance sector.
An explanation of eCommerce Trends for 2015. Discussion of eCommerce on Mobile, Responsive Design, UPS and FedEx Dimensional Weight Changes, and advice for eCommerce Startups. Presented at #TechCampMemphis 2014 on November 1st, 2014.
Marshall Manson and James Whatley are back again with their key digital trends for 2016. A deck of two halves, first reviewing how well they predicted the shape of the industry for 2015 and then diving into the juicy stuff - what's ahead for us in 2016.
This deck is designed to be read but follow @OgilvyUK, @MarshallManson, and @Whatleydude to see when they both might be out and about presenting it very, very soon.
Omni Channel - Seamless engagement of customers across all touchpointsAndreas Penkert
Why do we leave money on the table? Customer experience does not meet expectations!
The opportunity to improve conversion rate, loyalty and customer value is considerable.
Conversational Commerce: Why Consumers Are Embracing Voice AssistantsCapgemini
The Digital Transformation Institute has launched its latest research report titled “Conversational Commerce: Why Consumers Are Embracing Voice Assistants in Their Lives”. The report helps answer why voice assistants provide a significant platform to brands and retailers to engage with their consumers through new and innovative mediums like Google Assistant, Amazon’s Alexa, and Apple’s Siri.
PSFK Future of Retail 2015 Report - Summary PresentationPSFK
Get your copy of The Future of Retail 2015: www.psfk.com/report/future-of-retail-2015
In the fifth volume of the Future of Retail report the PSFK Labs team explores the dynamic social, technological, and physical forces influencing consumer behavior and driving next-generation shopping experiences. With a refocus on the importance of the physical store, our analysis below includes 10 in-store strategies supported by over a dozen key trends that retailers can use to immediately begin redefining their retail experience.
The report looks at how, in order to stand out from the competition, retailers and brands must make the best use of their customers’ time and attention by designing multichannel experiences that strike a perfect balance between efficiency and enjoyment, relevance and surprise.
Featured within the 110 page report, readers can find:
- 10 strategies to redefine the store
- Over a dozen global trends changing retail
- 20 future store concepts
- Perspectives from leading shopper experts across the globe
If you are interested in seeing a presentation of this report or would like to understand how PSFK can help your team ideate new possibilities for your brand, contact us at sales@psfk.com
Vol. 5 | Published November 2014
All rights reserved. No parts of this publication may be reproduced without the written permission of PSFK Labs.
What makes people LOVE a product or brand?
What sustains that love?
These are the questions Accenture Interactive and Fjord set out to answer when embarking on The Love Index study.
The Love Index 2016 is the first annual report that measures brands – and in particular, the services and experiences they offer – on a 10-point scale across five F.R.E.S.H. dimensions plotted on a pentagon
Trends Reshaping the Future of Customer Service Jules Smith
How is Customer Relations responding in 2016 to continued pressure on cost, expectation for higher quality, rising complexity, and decreasing cycle-time to respond to clients? This report addresses the drivers of trends we are observing – evolving channels and customer experience expectations – and will provide insight into methods for addressing the customer relationship evolution.
Creating loyal omnichannel customers is critical. Retailers who embrace the customer-centric trend and build better shopping experiences will leap ahead of the competition.
Building a blended customer experience isn't easy. Need some help getting started? Check out our latest in retail trend research.
THE CONSUMER AND ADVERTISING LANDSCAPES IN INDIA EVOLVE QUICKLY AND OMG IS CONSTANTLY THINKING ABOUT HOW TO KEEP UP WITH THAT RATE OF CHANGE IN ORDER TO HELP BUILD BRANDS AND DELIVER GROWTH.
Are White Papers Dead? Advance your B2B marketing campaigns from one-size-fit...Alinean, Inc.
White papers have been the mainstay of B2B marketing campaigns for decades, but each year the effectiveness of white paper fueled marketing / demand generation (demand-gen) campaigns is on the decline. Information overload, short attention span theater and personalization expectations are just a few of the reasons why relying on white papers to drive demand / generate qualified leads is not enough.
You need to advance your marketing into the 21st century with more interactive, dynamic personalized content that articulates your value to prospects / buyers / customers.
ValueStory Marketing Tools combine visual storytelling / whiteboards, provocative insights, diagnostic assessments, financial justification / ROI / TCO calculators to deliver a personalized one-to-one engagement and white paper deliverable.
Learn more at http://www.alinean.com
Ninety Consulting: The Omnichannel InsurerDan White
Some insurers are already pursuing omnichannel, but other sectors, e.g. retail, are seen as more advanced and could yield lessons for insurers. In Part 1 of this two-part paper, we look at some of the initiatives and issues that are emerging as insurers try to move to an omnichannel approach. In Part 2, released separately, we look at examples and lessons from other sectors and try to answer the question ‘What can insurers learn about omnichannel from other industry sectors?’ We will conclude by making some keynote recommendations and predictions about the changing nature of omnichannel and its impact on the insurance sector.
An explanation of eCommerce Trends for 2015. Discussion of eCommerce on Mobile, Responsive Design, UPS and FedEx Dimensional Weight Changes, and advice for eCommerce Startups. Presented at #TechCampMemphis 2014 on November 1st, 2014.
Marshall Manson and James Whatley are back again with their key digital trends for 2016. A deck of two halves, first reviewing how well they predicted the shape of the industry for 2015 and then diving into the juicy stuff - what's ahead for us in 2016.
This deck is designed to be read but follow @OgilvyUK, @MarshallManson, and @Whatleydude to see when they both might be out and about presenting it very, very soon.
Omni Channel - Seamless engagement of customers across all touchpointsAndreas Penkert
Why do we leave money on the table? Customer experience does not meet expectations!
The opportunity to improve conversion rate, loyalty and customer value is considerable.
Conversational Commerce: Why Consumers Are Embracing Voice AssistantsCapgemini
The Digital Transformation Institute has launched its latest research report titled “Conversational Commerce: Why Consumers Are Embracing Voice Assistants in Their Lives”. The report helps answer why voice assistants provide a significant platform to brands and retailers to engage with their consumers through new and innovative mediums like Google Assistant, Amazon’s Alexa, and Apple’s Siri.
PSFK Future of Retail 2015 Report - Summary PresentationPSFK
Get your copy of The Future of Retail 2015: www.psfk.com/report/future-of-retail-2015
In the fifth volume of the Future of Retail report the PSFK Labs team explores the dynamic social, technological, and physical forces influencing consumer behavior and driving next-generation shopping experiences. With a refocus on the importance of the physical store, our analysis below includes 10 in-store strategies supported by over a dozen key trends that retailers can use to immediately begin redefining their retail experience.
The report looks at how, in order to stand out from the competition, retailers and brands must make the best use of their customers’ time and attention by designing multichannel experiences that strike a perfect balance between efficiency and enjoyment, relevance and surprise.
Featured within the 110 page report, readers can find:
- 10 strategies to redefine the store
- Over a dozen global trends changing retail
- 20 future store concepts
- Perspectives from leading shopper experts across the globe
If you are interested in seeing a presentation of this report or would like to understand how PSFK can help your team ideate new possibilities for your brand, contact us at sales@psfk.com
Vol. 5 | Published November 2014
All rights reserved. No parts of this publication may be reproduced without the written permission of PSFK Labs.
What makes people LOVE a product or brand?
What sustains that love?
These are the questions Accenture Interactive and Fjord set out to answer when embarking on The Love Index study.
The Love Index 2016 is the first annual report that measures brands – and in particular, the services and experiences they offer – on a 10-point scale across five F.R.E.S.H. dimensions plotted on a pentagon
Trends Reshaping the Future of Customer Service Jules Smith
How is Customer Relations responding in 2016 to continued pressure on cost, expectation for higher quality, rising complexity, and decreasing cycle-time to respond to clients? This report addresses the drivers of trends we are observing – evolving channels and customer experience expectations – and will provide insight into methods for addressing the customer relationship evolution.
Creating loyal omnichannel customers is critical. Retailers who embrace the customer-centric trend and build better shopping experiences will leap ahead of the competition.
Building a blended customer experience isn't easy. Need some help getting started? Check out our latest in retail trend research.
Reverse Logistics - The least used tool by retailers to create a competitive ...Peter Sobotta
Smart strategies to reuse, refurbish, and recycle products not only benefit the environment, but also save money and increase profits In the ITAD industry this is called refurbishing and remarking. In the retail industry this is called reverse logistics. No matter what you call it, the operational challenges are numerous requiring deep domain expertise.
Retailers and manufacturers who with to gain a competitive advantage are investing in reverse logistics. The ones that do not will slowly lose relevance as they become further disconnected from the customer and a positive customer experience.
DESMA is an Initial Training Network in the area of Design Management. This presentation presents the network structure and it has been used during the DESMA Argentinian tour, therefore it's in Spanish.
Retail customer service training PowerPoint
This is an easy presentation to understand. Train employees on the importance of basic customer service.
please visit my website - www.bamservicetraining.com
How might we create brands of enduring value that are relevant to a new generation and resilient for a new world? Like never before, brands are navigating an era of constant change. In virtually every industry and category, incumbents are being challenged by upstarts as the marketplace moves faster than ever before. This report details a fundamental shift in the marketplace towards authenticity, wellbeing, sustainability and social purpose. It reveals how the deepest hopes, needs and aspirations of a rising generation of consumers will define our future. By understanding the Aspirationals - who they are, what they care about and why they matter - brand leaders will be inspired to think more creatively, design more holistically and act more purposefully for a world where we can thrive in change together.
Marketing Campaign Model Canvas – Free and Exclusive DownloadB2Bento
The tool that every marketer must have in their arsenal, the Marketing Campaign Model Canvas aids marketers in campaign planning, marketing strategy and framework. Look at the bigger picture and run a more effective campaign.
One Face of the Brand support means that whenever and however a customer interacts with your business, they can expect the same customer experience. Learn more about Zendesk for Retail: http://www.zendesk.com/lp/retail
Questions for retailers: Is it important to reduce the risk that your best customers may switch to a competitor due to support issues? Is increasing brand loyalty and referrals critical to future revenue growth?
Develop “One Face of the Brand” support
1 Create a seamless customer service experience 2 Meet the customer wherever they are and when they choose 3 Customer service issues must be resolved quickly
Customer service must be seamless across all communication channels where customer interactions and feedback occur
Seamless customer service drives collaboration and puts the customer at the center of shared efforts
A SINGLE ISSUE MAY CROSS MULTIPLE CHANNELS
A customer sends an email requesting support Retailer follow-up starts with email and continues to phone When the customer is online later that day, they use chat to check the progress and tweet about their support experience
The proliferation of communication channels poses a challenge when trying to meet the customer wherever they are
To meet the customer wherever they are, remember support is more than just a ticket. Self-service tools empower customers
Meet the customer wherever they are to improve the customer service experience
If customers’ issues are resolved quickly no matter which channel they use, they feel valued by the brand
An issue that is resolved within 24 hours, at the first point of contact--something more likely to occur when all customer communication vehicles are in sync--can be up to 170% less costly than an issue that takes 48 hours to resolve
If issues aren’t resolved quickly, or customers experience slower resolution times when using different channels, this inconsistency fractures the customer experience
Five Steps Establishing One Face of the Brand
1 Benchmark time to resolution 2 Benchmark current costs 3 Identify communication channel gaps 4 Empower an internal cross-functional excellence team 5 Assess current support platforms and tools
Empower an internal cross-functional excellence team
Assess current support platforms and tools and evaluate whether they are flexible enough to adapt to rapid change
PLATFORM CONSIDERATIONS FOR CUSTOMER SERVICE
highly adaptable support platforms that can be rapidly implemented without heavy IT resource costs 1 SaaS and Cloud platforms 2 Subscription-based licensing 3 Scalability 4 Native connectivity 5 Ongoing research and development
ONE FACE OF THE BRAND
By using technology to enable seamless cross-department and cross-division collaboration on customer service, retailers can transform a fragmented brand experience into One Face of the Brand for customers. This will reduce first response time, improve customer satisfaction, and increase brand loyalty and re
Retail Guide: 10 Commandments of Customer-Centric RetailingRaymark
As our physical and online environments continue to come together, consumer behavior
keeps changing and retailers need to react. Today’s consumers are extremely connected and live a digital lifestyle. They are educated, expect speed and have become extremely demanding. With an overload of mass marketing, some customers have lost trust in retailers and have become less loyal.
In this guide, we will take you through the 10 commandments that every customer-centric retailer needs to follow in order to increase loyalty, new customer acquisition, visit conversion, transaction value and to optimize marketing and customer engagement costs.
Taller sobre Diseño Emocional (Emotional Design) mirado desde la perspectiva que ofrecen las Neurociencias.
El objetivo de este taller es motivar los curiosos a conocer los avances que ofrece el Design & Emotion Society (http://www.designandemotion.org) y cómo la Neurosicoeducación (NSE) nos puede ayudar a entender el proceso que hace nuestro cerebro frente a diversos estímulos, llegando a resoluciones como el hacer o no hacer algo en determinada situación.
El material Cubre aspectos propios del Diseño Emocional, Diseño de Interacción y Diseño Centrado en el Usuario potenciado con avances de la Neurosicoeducación (NSE), Neuromarketing y Neurobiología de las Emociones.
In this webinar, representatives from Forbes and the University of Virginia discussed the trends currently influencing the CMO, the challenges and opportunities these leaders face, and the 11 essential CMO characteristics that lead to high-performing marketing organizations.
With the Marketing Canvas, you can describe, design, challenge and pivot your Marketing Strategy on ONE PAGE.
In the following slides, you will find a DO-IT-YOURSELF process for applying this methodology for your business (Startup, SME or Corporate companies).
Enjoy the process and don’t hesitate to comment, criticise or contribute.
Laurent (@lbouty, laurent@bouty.net)
12 Powerful Business Canvas To Think, Plan and Action Your Business Model, Sa...Ishwar Jha
Canvas helps paint beautifully your imagination for the world to cherish. Here and now, presented to you a list of beautifully articulated blank canvasses that you can work for painting your life, career, business, marketing, sales, content and everything else on a canvas.
Your mind is the canvas of which you are the artist. Use these canvasses to draw the masterpiece for achieving your goals, dreams and desires…
I don’t know much about ITSM, nor do I even know what ITIL stands for, let alone how to implement it. However, as the CEO of one of the top online customer service platforms, I do know a thing or two about customer service on the web. And the advent of social media combined with shift towards online, subscription-based businesses is creating a revolution in how companies staff, respond to, and value interactions with their customers. In this talk (an adaptation of my UserConf 2012 keynote) I’ll discuss how this revolution started, why we think it’s destined to succeed, and what your world looks like on the other side of it. So come find out what’s going on in the neighboring kingdom of online customer service. Because with the consumerization of IT, it may be coming to a service desk near you sooner than you think.
See Richard's TFT speaker Pinterest board: http://pinterest.com/servicedesk/richard-white/
SITS13 - The customer revolution & why you should careUserVoice
I don’t know much about ITSM, nor do I even know what ITIL stands for, let alone how to implement it. However, as the CEO of one of the top online customer service platforms, I do know a thing or two about customer service on the web. And the advent of social media combined with shift towards online, subscription-based businesses is creating a revolution in how companies staff, respond to, and value interactions with their customers. In this talk (an adaptation of my UserConf 2012 keynote) I’ll discuss how this revolution started, why we think it’s destined to succeed, and what your world looks like on the other side of it.
So come find out what’s going on in the neighboring kingdom of online customer service. Because with the consumerization of IT, it may be coming to a service desk near you sooner than you think.
Download the full report here: http://bit.ly/2tmiJgS
For a copy sent directly to you, email us at info@ccwdigital.com
You’re investing in the customer experience. But is the experience you’re creating the one your customers actually want? Our CCW Digital Executive Report on the Customer Experience will answer that question.
CCW Digital surveyed everyday consumers about what they demand when it comes to the customer experience.
Some questions answered in this report:
- How many bad experiences will make a customer switch to a competitor?
- Will customers really pay more for a good experience?
- What are customers’ Top 5 demands when interacting with a business?
- What factors prevent businesses from meeting those demands?
- What are the most common customer complaints?
- How well do businesses respond to customer feedback?
- How do customers really feel about calling for customer service?
Get the report: http://bit.ly/2tmiJgS
The Four Proven Marketing Systems Every Contractor Must Optimize to Maximize ...Digital Downloads
It's easier than ever for consumers to quickly research and compare various contacting businesses.
You can see this is a chart from a search for “top contractors in Denver, Colorado, and I can easily, easily pull up this type of information from a huge variety of sites, and see how other people are rating certain services, right?
So you can see here “Tim’s Tree Services” 4.8, three stars out of five. That’s great. You can see how many people have reviewed it, the ratings of reviews that are out there, and the average rating of all the contractors in Colorado, on this particular site.
But this is just one of dozens and dozens of sites that I could check at any time to learn more about you and your competitors.
[Series] Critical Channels of Choice - Part 1: CX Now…CX How? Explore the StackPrecisely
As a CX and marketing professional, you are responsible for communicating and
engaging with your prospects and clients in their moment of need. We’d like to
introduce you to our powerful portfolio of digital solutions designed for CX and
marketing professionals.
View this on-demand webinar to explore the key channels where your customers
want to engage with you – and how as a customer-obsessed organization, you can
embrace new market opportunities and exceed their expectations.
50 Facts That Will Make Businesses Rethink their Customer ServiceDesk
Take a look at these cold, hard facts that might persuade you to rethink how you run your organization's customer service.
Curious about Desk.com? Download this free kit to get started: http://bit.ly/FreeCustomerServiceKit
How to convert new customers through an improved customer service? Or how do you retain existing customers and improve the life-time-value using chat/ online customer service?
This presentation was presented in the Hong Kong Chat Conference 2018.
More info about M800 live customer service platform at: https://www.m800.com/liveconnect-solution
Customer Worthy book Customer Experience Guide by mrhoffmanClient X Client
Customer Worthy is the most comprehensive guide to Customer Experience for business owners, CEO, consultants, CMO, CIO, CTO, CRO practitioners and strategy executives.
Chapters 1-3 Futuristic, practical, measured
'Money Chapter' 12 justify customer experience expense
Exec Management, Marketing, CRM, Sales, Operations and Advertising should use this for strategic offsite as a catalyst for customer centricity
*CxC Matrix helpful: strategy, Digitization, Marketing, Sales, CRM, crisis, M&A
This is the entire Customer Worthy book - or you can pay $40 a Amazon
In an age where the social customer has risen to new heights, customer support teams have been required to adjust to meet the needs of their customer base more than ever. For Desk.com, our team strives to provide what we like to call: "Customer WOW"
The real Customer WOW happens when you combine empathy and understanding for the challenge the customer is facing, identify and resolve the issue with skill (and bonus points for style), and drive and scale that learning back into the organization. Desk.com's Customer WOW team has taken it upon themselves to divulge some of the deep secrets of how to achieve these results. Check out their 13 principles to providing Customer WOW.
Curious about Desk.com? Download this free kit to get started: http://bit.ly/FreeCustomerServiceKit
B2B decision-maker preferences and behaviors have shifted dramatically since the onset of COVID. The GTM revolution is here and B2B sales is forever changed.
As governments and organizations continue to work toward containing COVID-19 and stem the growing humanitarian toll it is exacting, the economic effects are also beginning to be felt. Through a series of regular, global surveys, we are tracking how customers’ expectations, spending, and behaviors are changing throughout the crisis across multiple countries over time.
B2B decision-maker preferences and behaviors have shifted dramatically since the onset of COVID. The GTM revolution is here and B2B sales is forever changed.
B2B decision-maker preferences and behaviors have shifted dramatically since the onset of COVID. The GTM revolution is here and B2B sales is forever changed.
Facts Supporting Your Need For Better Bidding, Buying, and Selling Systems --...Noosh, Inc.
More and more businesses are outsourcing their non-core competencies to other service providers to simply provide better service themselves. Yet, many of these systems are painfully disparate. There is a better way to work and provide better service to your clients and customers.
Similar to The future of customer service (is here) (20)
RMD24 | Debunking the non-endemic revenue myth Marvin Vacquier Droop | First ...BBPMedia1
Marvin neemt je in deze presentatie mee in de voordelen van non-endemic advertising op retail media netwerken. Hij brengt ook de uitdagingen in beeld die de markt op dit moment heeft op het gebied van retail media voor niet-leveranciers.
Retail media wordt gezien als het nieuwe advertising-medium en ook mediabureaus richten massaal retail media-afdelingen op. Merken die niet in de betreffende winkel liggen staan ook nog niet in de rij om op de retail media netwerken te adverteren. Marvin belicht de uitdagingen die er zijn om echt aansluiting te vinden op die markt van non-endemic advertising.
Digital Transformation and IT Strategy Toolkit and TemplatesAurelien Domont, MBA
This Digital Transformation and IT Strategy Toolkit was created by ex-McKinsey, Deloitte and BCG Management Consultants, after more than 5,000 hours of work. It is considered the world's best & most comprehensive Digital Transformation and IT Strategy Toolkit. It includes all the Frameworks, Best Practices & Templates required to successfully undertake the Digital Transformation of your organization and define a robust IT Strategy.
Editable Toolkit to help you reuse our content: 700 Powerpoint slides | 35 Excel sheets | 84 minutes of Video training
This PowerPoint presentation is only a small preview of our Toolkits. For more details, visit www.domontconsulting.com
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
Skye Residences | Extended Stay Residences Near Toronto Airportmarketingjdass
Experience unparalleled EXTENDED STAY and comfort at Skye Residences located just minutes from Toronto Airport. Discover sophisticated accommodations tailored for discerning travelers.
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Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
Tata Group Dials Taiwan for Its Chipmaking Ambition in Gujarat’s DholeraAvirahi City Dholera
The Tata Group, a titan of Indian industry, is making waves with its advanced talks with Taiwanese chipmakers Powerchip Semiconductor Manufacturing Corporation (PSMC) and UMC Group. The goal? Establishing a cutting-edge semiconductor fabrication unit (fab) in Dholera, Gujarat. This isn’t just any project; it’s a potential game changer for India’s chipmaking aspirations and a boon for investors seeking promising residential projects in dholera sir.
Visit : https://www.avirahi.com/blog/tata-group-dials-taiwan-for-its-chipmaking-ambition-in-gujarats-dholera/
Business Valuation Principles for EntrepreneursBen Wann
This insightful presentation is designed to equip entrepreneurs with the essential knowledge and tools needed to accurately value their businesses. Understanding business valuation is crucial for making informed decisions, whether you're seeking investment, planning to sell, or simply want to gauge your company's worth.
Affordable Stationery Printing Services in Jaipur | Navpack n PrintNavpack & Print
Looking for professional printing services in Jaipur? Navpack n Print offers high-quality and affordable stationery printing for all your business needs. Stand out with custom stationery designs and fast turnaround times. Contact us today for a quote!
Personal Brand Statement:
As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
"𝑩𝑬𝑮𝑼𝑵 𝑾𝑰𝑻𝑯 𝑻𝑱 𝑰𝑺 𝑯𝑨𝑳𝑭 𝑫𝑶𝑵𝑬"
𝐓𝐉 𝐂𝐨𝐦𝐬 (𝐓𝐉 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬) is a professional event agency that includes experts in the event-organizing market in Vietnam, Korea, and ASEAN countries. We provide unlimited types of events from Music concerts, Fan meetings, and Culture festivals to Corporate events, Internal company events, Golf tournaments, MICE events, and Exhibitions.
𝐓𝐉 𝐂𝐨𝐦𝐬 provides unlimited package services including such as Event organizing, Event planning, Event production, Manpower, PR marketing, Design 2D/3D, VIP protocols, Interpreter agency, etc.
Sports events - Golf competitions/billiards competitions/company sports events: dynamic and challenging
⭐ 𝐅𝐞𝐚𝐭𝐮𝐫𝐞𝐝 𝐩𝐫𝐨𝐣𝐞𝐜𝐭𝐬:
➢ 2024 BAEKHYUN [Lonsdaleite] IN HO CHI MINH
➢ SUPER JUNIOR-L.S.S. THE SHOW : Th3ee Guys in HO CHI MINH
➢FreenBecky 1st Fan Meeting in Vietnam
➢CHILDREN ART EXHIBITION 2024: BEYOND BARRIERS
➢ WOW K-Music Festival 2023
➢ Winner [CROSS] Tour in HCM
➢ Super Show 9 in HCM with Super Junior
➢ HCMC - Gyeongsangbuk-do Culture and Tourism Festival
➢ Korean Vietnam Partnership - Fair with LG
➢ Korean President visits Samsung Electronics R&D Center
➢ Vietnam Food Expo with Lotte Wellfood
"𝐄𝐯𝐞𝐫𝐲 𝐞𝐯𝐞𝐧𝐭 𝐢𝐬 𝐚 𝐬𝐭𝐨𝐫𝐲, 𝐚 𝐬𝐩𝐞𝐜𝐢𝐚𝐥 𝐣𝐨𝐮𝐫𝐧𝐞𝐲. 𝐖𝐞 𝐚𝐥𝐰𝐚𝐲𝐬 𝐛𝐞𝐥𝐢𝐞𝐯𝐞 𝐭𝐡𝐚𝐭 𝐬𝐡𝐨𝐫𝐭𝐥𝐲 𝐲𝐨𝐮 𝐰𝐢𝐥𝐥 𝐛𝐞 𝐚 𝐩𝐚𝐫𝐭 𝐨𝐟 𝐨𝐮𝐫 𝐬𝐭𝐨𝐫𝐢𝐞𝐬."
8. “All agents are currently
serving other customers”
“Your call is important to
us”
“Press 9 to hear these
options again”
Entering your account #
only to have to repeat it
to the agent
Customer Service
9. “All agents are currently
serving other customers”
“Your call is important to
us”
“Press 9 to hear these
options again”
Entering your account #
only to have to repeat it
to the agent
Customer Service
20%
handle multiple channels
40%
respond to tweets
29%
respond < 1 day
10. “All agents are currently
serving other customers”
“Your call is important to
us”
“Press 9 to hear these
options again”
Entering your account #
only to have to repeat it
to the agent
Customer Service Our World
Highly skilled agents
Delivering great support on
any medium
A product issue is solved in
hours or days not months
Every customer
engagement is an
opportunity
17. No one goes to school
for customer service
Political Science & History
Art History
Physics & Math, Electro-Optics
Economics & Political Science
Digital Arts, English
Information Technology
Computer Science
18. I want to be a junkie
customer service expert
when I grow up.
... said no one
19. Focus on HOW to provide
great customer service
instead of WHY
OUR MISSION
20. Focus on HOW to provide
great customer service care
instead of WHY
OUR MISSION
21. Focus on HOW to provide
great customer service care
instead of WHY*
* with the exception of this talk
OUR MISSION
27. 43%
62%
of people said they could
have solved their customer
service issue on their own if
better self-service tools were
available.
of people age 18 to 24
29. THE FUTURE IS...
Less customer contacts
but more complex issues
56%
of online consumers agree that their
(customer service) calls are more complex
as simple transactions are often automated
32. 60% of the companies attending
UserConf have a subscription
based model.
33. 60% of the companies attending
UserConf have a subscription
based model.
of US businesses have either
adopted or were planning to
adopt a subscription based
model
50%
37. THE FUTURE IS...
Retention is king for
SaaS / subscription
models.
how much more it expensive it is to acquire
new customers than satisfy and retain
current ones
5X
39. The digital marketing
land rush is over.
11% The increase in the average cost per
click (CPC) on Google Adwords in
2011.
The change in ROI on Google
Adwords in 2011.-12%
40. THE FUTURE IS...
Businesses getting back
to old school tactics like
focusing on keeping the
customers you have.
42. reason for customer attrition is
poor customer service.#1
The conference about keeping your
customers (happy).
43. reason for customer attrition is
poor customer service.
reason for customer attrition is
product quality.
#1
#2
The conference about keeping your
customers (happy).
44. reason for customer attrition is
poor customer service.
reason for customer attrition is
product quality.
of UserConf attendees from areas
outside of customer support.
#1
38%
#2
The conference about keeping your
customers (happy).