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May 2010
Lior Arussy |
Book Excerpt: The Tribal Experience Customers may be newly empowered, but they still want to be delighted. Can you still deliver?   |
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May 2010
Lior Arussy |
The Trouble with Tribal In the drive for the tribal experience, Self-Service 1.0 no longer works. |
CRM
April 1, 2007
Collins et al. |
Satisfying a Double Standard How to capture the real self-service opportunity. Satisfying the double standard of attempting to drive customers to lower cost channels while improving the experience is the key to success. |
CRM
April 2011
Paul Greenberg |
Interacting with Social Customers, 101 By acknowledging social media's influence and capitalizing on it, you could create evangelists for your company. |
CRM
April 1, 2005
Coreen Bailor |
Self-Service Satisfaction More customers are adopting Web self-service, but not all customers are satisfied. |
CRM
August 8, 2014
Karnail Jita |
The Missing Piece of the Customer Experience Puzzle Visually enabled IVR picks up where apps and self-service leave off. |
CRM
May 2015
Robert Wollan |
Tapping the Switching Economy Three tips for keeping customers from straying. |
CRM
July 8, 2013 |
New Survey Highlights the Growth of Web Self-Service Web and mobile apps are gaining ground on interactive voice response systems as the self-service channel of choice. |
CRM
November 2014
Bruce Temkin |
How to Create Meaningful Customer Experiences Tap into the power of purpose, empathy, and memories. |
CRM
November 2013
Leonard Klie |
Customer Support: Keeping Up with the Digital Migration The phone is losing ground as a leading communication channel. Can you meet customers where they're going? |
Bank Systems & Technology
March 29, 2006
Phil Britt |
Help Those Who Help Themselves Customer expectations are raising the bar for bank self-service. |
CRM
May 2011
Band & Hagen |
The Right Customer Experience Strategy To craft their strategies, customer experience leaders should start with their companies' overall strategies, which define competitive positions and set customer expectations of the brand. |
CRM
September 2015
Oren Smilansky |
When Customer Experience Is the Ticket What can companies learn from organizations that sell experiences rather than services or products? |
CRM
February 2015
Maria Minsker |
The Path to Personalized Customer Journeys It takes much more than just knowing your customer's name. |
CRM
July 12, 2011
Leonard Klie |
Avaya Adds to Its Aura Contact Center Suite New contact center products enable companies to compete more effectively through personalized customer experiences across media channels. |
CRM
October 2007
Coreen Bailor |
Help Them Help Themselves Web self-service means having your customer become her own customer service rep -- but without making her resent doing what a real CSR can do in a fraction of the time. |
Entrepreneur
July 2002
Mark Henricks |
"Self" Respect You can't deny consumers their desire to do everything themselves. |
Investment Advisor
April 2009
Mike Patton |
Mike's Tips for Independent Success While every advisor will have his own preferences for how he operates, and his own definition of success, here are some suggestions for how to succeed based on my experiences. |
CRM
April 22, 2015
Maria Minsker |
Evergage Integrates Its Real-Time Personalization Tool with Google Analytics The integration makes user experience reporting available on a familiar interface. |
CRM
January 25, 2013
Leonard Klie |
Consumers Are Happier with Contact Centers Call Center Satisfaction Index finds Web self-service and email dominate the non-phone mix of contact channels, but social media is playing a critical role. |
CRM
November 9, 2012
Ravi Vijayaraghavan |
Applying Data Analytics to Customer Interactions A three-part framework for making data work for your business. |
CRM
March 2015
R "Ray" Wang |
7 Lessons to Learn in the Digital Shift Focus on relevancy to build loyalty and authenticity. |
Bank Systems & Technology
March 3, 2009
Maria Bruno-Britz |
Fifth Third is Awarded Two-Character Mobile Domain Name Fifth Third Bank is one of the first companies to receive a two-character mobile Internet address, something it says will help retain consistency between its Web and mobile banking channels. |
CRM
September 26, 2014
Jake Wobbrock |
Changing Consumer Behaviors Make Self-Service Growth Inevitable To give today's customers what they want, help them help themselves. |
CRM
August 12, 2010
Glen Manchester |
Multichannel Is Not Enough: 6 Steps to Engaging Customer Communications Context and relevance are critical elements to maximize customer engagement and loyalty. |
CRM
August 2010
Lior Arussy |
When Customer Experience Matters Most An eruption of volcanic ash leads to an eruption of service mistakes. |
CRM
January 3, 2014
Matt Kearney |
Three Tips to Optimize Your Social Media Success Focus on the right channels to grow revenue and satisfy customers. |
CRM
November 15, 2010
Zor Gorelov |
The Decline of IVR The always-connected customer prefers self-service smartphone applications. |
CRM
May 2005
Coreen Bailor |
Making a Clear Connection Integrating your multichannel operations can seem like a near-impossible feat, but it doesn't have to be. Follow these strategies to ease your integration process and maximize your multichannel potential. |
CRM
April 3, 2015
Robert Johnson |
5 Tips to Supercharge Customer Services A teamwork-centered approach is an essential foundation. |
CRM
February 2015
David Myron |
Correct Problems Caused by Outdated Automation Systems 'Personalization should permeate the customer experience at every touch point.' |
CRM
October 2011
Brian Walker |
Harnessing Customer Experience Management Solutions New software helps to handle multiple consumer touch points. |
CRM
August 1, 2003
Lior Arussy |
Efficiency Versus Quality There is no such thing as an efficient customer relationship. |
