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What is Customer Experience Management (CEM)?
 
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Customer Experience Management helps Companies to increase: - Customer Loyalty - Sales Performance - Service Efficiency - Staff Loyalty Customers become fans! www.pidas.com
Customer Service Vs. Customer Experience
 
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For detailed notes and links to resources mentioned in this video, visit http://patrickbetdavid.com/customer-service-vs-customer-experience Visit the official Valuetainment Store for gear: https://www.valuetainmentstore.com/ Customer service vs. customer experience; Do you know the difference? One of the best exercises for you to do is make a list of companies or businesses that you go back to over and over and over again, and ask yourself why. On the left, list five companies you return to again and again, and on the right write the reason for doing so. For instance, on the left write, "I go to this restaurant at least once a week" and on the right write, "I go there because _____________." The thing that goes into the blank is generally one of these six reasons. They will give you a lot of clues for your own business. #1: Fast - 0:38 #2: Quality - 0:49 #3: Cheap - 0:57 #4: Luxury - 1:10 #5: User Friendly - 1:23 #6: Customer Service - 1:38 Subscribe to the channel: http://www.youtube.com/valuetainment?... Valuetainment- The best channel for new, startup and established entrepreneurs. Schedule: New episodes every Tuesday and Thursday on a broad array of entrepreneurial topics.
Views: 643563 Valuetainment
SteveJobs CustomerExperience
 
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Views: 195606 12totu
How Telecoms Can Become Pro-Active in Managing Customer Experience
 
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The satisfaction of telecom customers depends on many factors – and telecom operators can influence some of them. But they need a solution to help them efficiently manage customer experience, in a way that shows the customers that their service provider cares about them and can react accordingly when network or service problems occur. Thanks to OSS/BSS Data Analytics for Comarch CEM (Customer Experience Management) you can make your customers feel special by reacting pro-actively to any network issues and turning them into your success. That way your customers will not only stay loyal, but they will also happily recommend your service within their social networks. Be the first to show your customers that you care, thanks to Comarch OSS/BSS Data Analytics. Learn more at https://digitaltransformation.comarch.com/en/
Views: 32793 Comarch Telecoms
I Was Seduced By Exceptional Customer Service | John Boccuzzi, Jr. | TEDxBryantU
 
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Boccuzzi Jr. discusses why customer service, as opposed to traditional marketing strategies, has the potential to be the greatest form of marketing for a brand. John Boccuzzi Jr. has more than 20 years’ experience as a sales, marketing and customer experience executive, with a proven track record of strategic thought leadership in both private and public companies. John most recently served as Vice President of Sales & Edible for Business for Edible Arrangements, LLC were he led a team of 5 Senior Directors and Directors and total personnel of over 100 across several key departments including: Business Gifting, Business Development & Brand Partnerships, Franchisee Support, Customer Care and Training & Development. Wanting to share his passion for developing and delivering the best possible solutions and customer experiences, John formed Boccuzzi LLC. John has a Bachelor’s Degree from Bryant University in 1990 with a focus in Entrepreneurship. When John is he enjoys spending time with his two amazing children and wife of 21 years. He is also a foodie, cook, bee keeper, mico fruit farmer and runner and has completed several marathons. This talk was given at a TEDx event using the TED conference format but independently organized by a local community. Learn more at https://www.ted.com/tedx
Views: 88155 TEDx Talks
Managing the Customer Experience
 
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I just shot a new video that focuses on the problems that can occur when an organization abdicates responsibility for managing the customer's experience. Check it out here.
Views: 279 Dennis Snow
The Customer Revolution in Customer Service: David Bequette at TEDxYerevan
 
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David Bequette is the Chief Financial Officer of FruitsMax, a dietary supplement company based in California with exports from Armenia. Bequette is also the co-founder and managing partner of DAVAN Group, an eco-friendly café and industries firm. Up until taking over the hands-on management of his ventures, he served as the Chief Executive Officer of Figaro Management Group in Yerevan, Armenia. Originally from Columbia, Illinois, Bequette spent five years in the United States Marine Corps eventually moving on to the private sector where he worked for several years in the financial services industry. In August 2011, David, his wife Irina, and their son David Areg moved permanently to Yerevan, Armenia. Bequette completed his Bachelor's degree and obtained an MBA. In the spirit of ideas worth spreading, TEDx is a program of local, self-organized events that bring people together to share a TED-like experience. At a TEDx event, TEDTalks video and live speakers combine to spark deep discussion and connection in a small group. These local, self-organized events are branded TEDx, where x = independently organized TED event. The TED Conference provides general guidance for the TEDx program, but individual TEDx events are self-organized.* (*Subject to certain rules and regulations)
Views: 69714 TEDx Talks
Why The Best CEO's Invest in Customer Experience
 
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Customer experience is a hot topic for companies of all sizes and industries. I put together this compilation video for you to hear what Steve Jobs (Apple), Richard Branson (Virgin), Jeff Bezos (Amazon), Tony Hsieh (Zappos), Gary Vaynerchuk (VaynerMedia) and Herb Kelleher (Southwest Airlines) have to say about customer and employee experience. If you learned something by watching this episode, please subscribe to my channel, share the video and click upvote/thumbs up. ========================================== Want even more education? Register for my FREE webinar, The Essential Guide to Customer Experience and Employee Engagement Success Webinar. http://www.michelfalcon.com/watch-webinar/ ========================================== About Michel: Before the age of 30, Michel was hired by several billion-dollar companies including Verizon Wireless, BlueCross BlueShield, Electronic Arts, Illumina, as well as many others to improve their customer experience and employee engagement. As CEO of Trogon Agency – his customer experience and employee engagement advisory firm – he has worked with leading and emerging companies to help them become more customer and employee-focused. During this time he also founded Experience Academy – an online course to help companies of all sizes increase their customer and employee loyalty. His goal is to help 1000 companies every year reach their goals. Michel’s keynote speaking service is represented by the National Speakers Bureau. He calls Vancouver, Canada home. ========================================== More info here: Website (personal brand): http://michelfalcon.com Website (online course): http://experienceacademy.co/ Website (agency): http://trogonagency.com/ ========================================== Find Michel here: Twitter: https://twitter.com/MichelFalcon Facebook: https://www.facebook.com/michel.falcon.1/ Linkedin: https://www.linkedin.com/in/michelfalcon Instagram: https://www.instagram.com/michelfalcon/
Views: 71048 Michel Falcon
How to create loyal customers
 
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Remember when customer loyalty programs were first introduced? Customers were given a card and told to collect points and brands believed that they were building customer loyalty. Today's customers want to feel valued and listened to; they want personalised experiences that aren't provided to every customer. Customers are loyal when they are engaged with a brand and what it stands for. Examine your brand and define it in terms of the ultimate promise to the customer. What is your customer experience ambition?
Views: 111574 Salmat
Customer Experience and the Cloud: Managing the Experience, Risks, and Challenges
 
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As organizations move more and more of their IT services into the cloud, what will be the impact on managing the customer experience? How does cloud computing impact our ability to capture the knowledge required to understand the end-to-end experience? This session looks at the integration of cloud computing, knowledge management, and customer experience management, identifying several benefits, risks, and critical success factors.
Views: 521 Julie L. Mohr
Measuring and Managing the Impact of the Customer Experience
 
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Diane Magers, CEO of the Customer Experience Professionals Association joined HCAA's expert collection of industry insiders to present to the HCAA Executive Forum audience. For more information, visit hcaa.org.
Views: 4 HCAAVideo
Managing the end to end customer experience for SmartPayroll
 
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Datacom delivered a centralised customer management and subscription management system using Microsoft Dynamics 365, supporting the sales, finance and customer service teams. The solution provided SmartPayroll with a 360 degree view of their prospects and customers, enabling SmartPayroll to provide exceptional customer support.
Managing Assets to Deliver Customer Experience​
 
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Aprimo APAC general manager, Steve Beards and Australian Retailers Association executive director, Russell Zimmerman talk to Which-50 about the role of asset management in customer experience.
Views: 56 Which-50 Media
SEDCO Customer Experience Management
 
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Convenient Customer Experience at Every Touchpoint Whatever business domain you are in, our Customer Experience Management (CEM) solutions can be customized to meet your specific requirement. www.sedco.co
Views: 5336 SEDCO Company
Shaun Smith - Managing the Customer Experience
 
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How do you build a customer experience that creates loyal fans? How do you design an employee experience that is so unique your people are your brand? Shaun Smith demonstrates what the most successful brands are doing to enhance the customer experience, leaving competitors trailing behind. London Business Forum offers a programme of fun and insightful events. Presented by some of the world’s most inspired and inspiring people, our events provide a burst of fresh thinking without taking you out of the office for too long. Website: https://www.londonbusinessforum.com/ Follow London Business Forum on Twitter: https://twitter.com/LBFEvents Like London Business Forum on Facebook: https://www.facebook.com/londonbusinessforum Subscribe to our channel: https://www.youtube.com/user/londonbusinessforum
Views: 1660 London Business Forum
Marketing Minute 085: “Managing Customer Touchpoints” (Marketing Strategy / Customer Journey)
 
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What are “customer touchpoints” and why are they important? Within our customers’ journeys are a number of customer touchpoints. These are the times, sometimes mere moments in time, that we have a chance to play a role in a customer’s journey as he or she moves toward overcoming obstacles and satisfying goals. What we do at each of these touchpoints is under our control and it’s our responsibility to our customers and to our other constituents to make those touchpoints meaningful, informative, and memorable. To do this, first we need to know the various journeys that our customers take to satisfy their goals. Journey mapping exercises can help us discover their common paths toward (or away from) customer satisfaction. Next, we need to understand the appropriate times to touch those journeys. At what points in those journeys can we make a positive difference in the lives of our potential customers to help them choose the best products? …the best directions? …the best path toward their desired successes? Finally, what can we do at each of those touchpoints to provide information, guide sensible decision making, invoke meaningful emotions, and build memorable connections? Remember, we can change lives not just by being present during customer touchpoints, but by truly assisting customers in their various journeys. **Be sure to subscribe to my channel so you don't miss any future episodes of Monday's Marketing Minute, where you’ll learn about: - Marketing Strategy and Tactics - Brand Development - Personal Branding and Professional Branding - Marketing Yourself - Marketing Leadership - Self-Improvement - and whatever relevant and related topics come our way. **Also, connect with me on any of the following: LinkedIn: https://www.linkedin.com/in/anthonymiyazaki Twitter: https://twitter.com/sensiblefolk Instagram: https://www.instagram.com/sensiblefolk/ YouTube: https://www.youtube.com/AnthonyMiyazaki
Views: 24485 Anthony Miyazaki
Soft Skills - Customer Relationship Management
 
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Soft Skills - Customer Relationship Management Watch more video tutorials at https://www.tutorialspoint.com/videotutorials/index.htm Lecture By: Ms. Richa Maheshwari, Tutorials Point India Private Limited
Managing customer relations: An exciting end-to-end service experience
 
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In the residential sector, a modern customer relationship management is required in order to continuously improve the customer service. The digital solutions of the Aareon Smart World are connected intelligently to each other and therefore improve process efficiency, from apartment search to moving in, to service requests and a change of residence. That allows employees to spend more time on the needs of the customer. Tenants, members and owners experience a service that will leave them enthusiastic.
Views: 130 AareonAG
Managing Customer Experience Slot by Slot mrhoffman
 
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Michael R Hoffman, @mrhoffman, describes how companies manage each message in each customer contact to realize optimum customer value. One in series of 12 videos on next generation customer experience management, marketing, CRM, customer service and sales using the CxC Customer Experience Matrix
Views: 156 clientxclient
What is customer service ? The 7 Essentials To Excellent Customer Service
 
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Want access to David's New, in-depth customer service training? Visit http://www.purecustomerservice.com/p/youtube and enroll in the Pure Customer Service Training Program today! In this YouTube Video, learn "What is customer service? The 7 Essentials To Excellent Customer Service" in this complimentary video series from business coach and consultant, David Brownlee. CEO of Pure Customer Service and founder of www.PureCustomerService.com and The Pure Customer Service Training Program, 8 Secrets To Create Raving Fan Clients. Call or email us today to find out we can help grow your business through coaching, consulting or our training programs www.PureCustomerService.com Customer service is more than waiting on customers. It includes trying to exceed customer expectations. More common retail and customer service interview questions and sample answers are a good place to start. Customer service is the service provided to customers before, during and after purchasing and using goods and services. Good customer service provides an avenue for follow up. Customer service is the provision of service to customers before, during and after a purchase. According to David Brownlee and the www.purecustomerservice.com "Customer service is a series of 7 essentials to excellent customer service. Mar 2, 2013 -- Customer service is the practice of providing customers with a positive, helpful experience. Good customer service must include 7 essentials and a great customer service training company like davidbrownlee.com. For the Institute of Customer Service "Customer service is the sum total of what an organization does to meet customer expectations and produce customer satisfaction. Customer service is important because customer service does more than simply provide a means to drive sales. It is also said that when companies have a stong customer service program, customers keep coming back. Definition of customer service: All interactions between a customer and a product provider at the time of sale, and thereafter. Customer service adds value to a customer and their overall experience with your company. Can you answer these Sales and Customer Service questions? I am handling a training session on customer service for the public works department of a city near you. The enhancement of customer service is the driving force behind the redefinition project. It is important to David Brownlee and Associates that all staff know the 7 essentials to excellent customer service. Why Is Excellent Customer Service So Rare? Five Needs of Every Customer. External and Internal Customers. Customer Attributes. Cost of Losing a Customer can be huge. A customer service advisor, or CSA, (also customer service associate and customer service representative) is a generic job title in the service industry. It covers a broad spectrum of jobs. Customer care involves putting systems in place to maximize your customers' satisfaction with your business. Sales and profitability rely on ensuring your customer loyalty. Feb 6, 2013 -- David Brownlee also blogs here. "Customer Service is about creating a relationship of trust and loyalty with customers that transcends the interaction of the company and their clients. Customer Care refers to systems in the business place that will maximize your customers' satisfaction with your business. Learn more now! (800) 299-3449. May 5, 2013 -- Customer service is helping a customer with any issues or concerns they may have on a product or anything else relating to the place at which you find yourself and your company. Jan 25, 2013 -- Many marketers are evaluating what role customer experience and customer service should have in their 2013 marketing goals. The answer is easy. www.purecustomerservice.com Mar 7, 2012 -- The ultimate guide to the question: What Is Customer Service? 19 experts from customer service, small business, and marketing share their expertise. Customer service handles company issues in stores, over the phone and even by email. Companies that produce highly technical products, such as software or hardware need to do an exceptional job. Oct 5, 2012 -- "I can't get in touch with my customer service rep is something you hear all too often. I need to talk to someone about my bill. Please call me." David Brownlee (800) 299-3449 can answer all of your customer service training questions. Some surprising studies, stories, and documentaries have come out about customer service, and they could change the way you run your business. Experts from www.purecustomerservice.com are awesome.
Views: 789761 CoachDavidBrownlee
Truly managing customer experience has begun
 
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HUAWEI SmartCare Service can truly manage the customer experience by associating QEM and aggregated Per Service Per User (PSPU) SQM with multi-vendor network optimization, facilitating user-centric management practices that can ultimtaely assure superior experience and efficiency.
Views: 127 Huawei
Customer Experience Management
 
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Are you truly listening to all of your customers no matter what channels they touch? And providing them with the best experience possible? Our Customer Experience Management solution is a unique tool that can be moulded and shaped to fit any business and help turn real time customer feedback into actionable daily improvements, as well as strategic business decisions, helping to delight customers by providing the best experience possible. http://www.edigitalresearch.com/static/customer-connect
Views: 5524 eDigitalResearchTV
Managing Customer Experience in the new 4G/LTE World - full video
 
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Trendium's President and CEO, Sameh Yamany, explains that Trendium strives to bring you real-time data analysis, real-time intelligence, and to understand more about how you spend money on your assets and how you can gain visibility into your customer experience using real-time intelligence. Learn more about Trendium at: http://www.trendium.com/ http://www.linkedin.com/company/Trendium https://twitter.com/TrendiumInc https://www.facebook.com/trendium
Views: 262 Trendium
Starbucks - Managing Delivery to Enhance the Customer Experience
 
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Example of a good case presentation
Views: 120 WSU Supply Chain
How to Handle Customer Complaints Like a Pro
 
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For detailed notes for this video, visit http://www.patrickbetdavid.com/how-to-handle-customer-complaints/ I'm going to make a prediction. There's little chance this video will go viral. Here's why. Because no one cares to talk about customer complaints. But I want to challenge you to listen to this whole thing because it will save you a lot of sleepless nights, make and save you a lot of money, and create a culture for your company. So let's get right into it. Visit the official Valuetainment Store for gear: https://www.valuetainmentstore.com/ 5 Types of Customer Complainers #1: The Valid Complainer - 1:11 #2: The Pessimist - 1:34 #3: Like Your Product, Disagree with Your Belief - 1:50 #4: An Actual Enemy - 5:04 #5: Trolls - 08:05 How to Handle Customer Complaints - 9:10 #1: Speed is Your Game - 10:08 #2: Don't Avoid Conflict - 10:38 #3: You Can't Win Them All - 12:03 #4: Get on the Phone - 12:07 Subscribe to the channel: http://www.youtube.com/valuetainment?... Valuetainment- The best channel for new, startup and established entrepreneurs. Schedule: New episodes every Tuesday and Thursday on a broad array of entrepreneurial topics.
Views: 151688 Valuetainment
Webinar On-Demand: Successfully Managing Customer Experience
 
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Webinar On-Demand: Successfully Managing Customer Experience VoC and UX Testing
Views: 114 UserZoom
REAL Customer Journey Mapping (That Works) - John Lincoln, Ignite Visibility
 
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Learn more about personas: https://ignitevisibility.com/create-persona/ Learn more about CRO: https://ignitevisibility.com/services/conversion-optimization/ Customer journey mapping has been done in so many different ways, people are confused on what it exactly is! In this video, John Lincoln from Ignite Visibility discusses customer journey mapping, how it works and how to set it up for your business. If you are not doing customer journey mapping, you should be.
Views: 33956 IgniteVisibility
Welcome to Pathfinder Principles: Managing the customer journey to improve customer experience
 
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Companies that engage throughout the customer journey recognize a 20% lift in customer satisfaction. Yet only 36% of contact centers are able to track a customer journey that spans multiple channels. Windstream Enterprise partners with industry leaders—such as Avaya and Mitel—to offer CCaaS solutions that enable omni-channel interactions and intelligent routing based on the customer journey. Watch our video to learn more.
Scoble and Qualaroo Discuss Managing the Customer Experience on Your Website.
 
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Qualaroo believes marketers should be empowered to execute programs that maximize the value of their website visitors. We found it surprising that it is easier for most marketers to target someone else's website visitor than people on their own website. Your own website has the potential to be your most powerful marketing lever, and we can empower marketers to effectively use this lever. With a small snippet of code, Qualaroo makes it possible to target prompts by user behavior, specified needs, demographics, or any other internal data. These prompts can be used to get insights about visitors, influence their behavior, and ultimately turn them into valuable customers.
Truly managing customer experience has begun
 
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HUAWEI SmartCare Service can truly manage the customer experience by associating QEM and aggregated Per Service Per User (PSPU) SQM with multi-vendor network optimization, facilitating user-centric management practices that can ultimtaely assure superior experience and efficiency.
Views: 175 Bantian Jidi
Employees first, customers second | Vineet Nayar | TEDxAix
 
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"Millions of employees walk through our organizations every day not just to get paid but to be inspired by the vision we have for them", says Vineet Nayar, former CEO of HCL Technologies and author of Harvard Business Press bestseller "Employees First, Customers Second" (EFCS) giving a compelling account of how this idea channelized the energy and passion of 100,000 employees to increase HCL's revenues and market cap over six times! In this must watch 18 minute video Vineet shares at least 8 simple ideas that can do wonders to your Employee Engagement scores and ensure happiness, passion and growth. Not surprisingly Vineet's EFCS philosophy and its execution at HCLT has been described as the "world's most modern management" by Fortune and got him a place in the magazine's first ever Fortune Global Dream-team alongside stalwarts like Steve Jobs. Vineet Nayar is the former CEO of HCL Technologies, founder of the Sampark Foundation and author of a book that is considered as a revolution in management, Employees First, Customers Second. He not only states simple philosophical principles but also applies them successfully: his company has succeeded the challenge of tripling its turnover ($4.2 billions today). Vineet Nayar has been elected best employer in Asia. His very simple idea of « management by trust » through challenging conventional management practices, was described by the American Fortune magazine as “the most modern management in the world”.He later created his charitable organization Sampark (“to be in contact” in Hindi), focused on the training of teachers. He is thus considered as the man who is resolving India’s problems. Indeed, in a country where tens of millions of children are dropping out of school, Vineet Nayar explains that he wants to “have an impact on millions of lives”. This talk was given at a TEDx event using the TED conference format but independently organized by a local community. Learn more at http://ted.com/tedx
Views: 1179367 TEDx Talks
Managing Customer Expectations - Part 1
 
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Managing the expectations of those with whom you do business is the simplest and most cost-effective way to provide great customer service for each and every one of your customers. It's not hard, but it does take work. In this session, Steve discusses a quick interaction with a front-line employee that kept him happy despite his original order not being filled.
Views: 1935 Steve Stauning
How To Create A Customer Journey Map
 
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http://uxmastery.com Megan Grocki breaks down what a customer journey map is, and how to create one for your next user experience design project. Illustrations by Robin Cave; music by http://podingtonbear.com
Views: 394186 UX Mastery
Customer Experience Management - Managing Employees
 
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Marketing for Services - The Next Level FREE online course at www.openlearning.com
Views: 46 Betina C
Customer Experience Management -Managing Employees Revised
 
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Marketing for Services - The Next Level FREE online course at www.openlearning.com
Views: 176 Betina C
Customer Service Expert on Managing Hold Times
 
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Go to http://www.Hyken.com to learn more about Shep Hyken, customer service speaker and expert. For blog post of this video visit:http://ow.ly/FYNdB Professional speaker and New York Times bestselling author, Shep Hyken shares how to manage hold times during the customer experience. One of the worst friction points in a customer service experience is when a customer is put on hold. This is the exact point I wanted to convey to an audience at a recent meeting at which I was asked to speak. My client asked me to include a piece on hold times and transfers. I tried an interesting experiment. I invited the vice-president of marketing to the stage in the middle of the speech to deliver a special message. He walked on stage to a nice round of applause. He took center stage and looked at the audience. Once the applause ended, he just stood there in silence, and that silence was, as they say, deafening. He continued to look out into the audience, not uttering a single word, for 90 seconds. The audience became very uncomfortable. I then came back on stage, thanked him and asked the audience to give him a round of applause as he walked off stage. The audience wasn’t sure what had just happened. I asked the audience how long he had been on stage. Many of them said three or four minutes. No, it was just 90 seconds. It just seemed longer. I then informed the audience that 90 seconds is the average hold time the customer experiences when they call in. Point made. They got it. Even just 90 seconds is way too long to wait, especially for a company that prides themselves on an excellent customer service experience. In preparing for this article, we connected with Steven Coufel of Software Advice who shared some stats and facts that one of his colleagues, Craig Borowski, included in the article You Need to Offer Callback-Here Are 3 Ways to Get It. They surveyed more than 1,100 customers to get their take on being put on hold or being called back. - 60% of customers feel that waiting on hold for just one minute is too long. - 63% of consumers prefer a callback option instead of waiting on hold. - 43% expect a callback from the company within 30 minutes. - 28% would prefer a callback rather than even spend a minute on hold. With all of that info, what are we to do? Fear not, there are solutions. While they still place the customer on hold, they help manage the experience and mitigate, if not even eliminate, the angst and anger. Here are a few: - Let the customer know how long they will have to hold. Technology has the capability of letting the customer know how long the wait will be. - Give the customer an option to be called back. I like this one. The technology will actually tell me how long before I’ll get the call-back. - And, the Holy Grail of call backs; letting the customer choose when they want to be called back. Cool technology. I’m one of those people who doesn’t like to waste time on hold. I appreciate the callback feature and am typically disappointed when I have to hold and there isn’t a callback option when I call for help or support. The technology is there. And it’s not that expensive. There are no more excuses. Either answer the phone or call me back. To hear more customer service tips, listen to interviews, read his blog and learn about The Amazement Revolution go to http://www.hyken.com. Shep is a customer service expert and the Chief Amazement Officer (CAO) of Shepard Presentations. As a professional speaker and author, Shep helps companies build loyal relationships with their customers and employees. Facebook: http://www.facebook.com/ShepHykenSpeaker LinkedIn: http://www.linkedin.com/in/ShepHyken Google+: http://www.gplus.to/ShepHyken Twitter: http://www.twitter.com/Hyken 314-692-2200 Category People & Blogs License Standard YouTube License
Views: 1093 Shep Hyken
Managing the New Industrial Customer Experience
 
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Today's Industry Renaissance designers build #3DEXPERIENCE Twins & verify designs before resources are used. Learn how you can too: https://ifwe.3ds.com/industrial-equipment/personalized-customer-experience
Views: 172 ENOVIA
Getting the customer experience right - David Trewern, Managing Director, DTDigital - Part 1
 
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David Trewern, Managing Director of DTDigital outlines the vast opportunities for Australian retailers who are prepared to lead the charge in e-commerce. He describes a 6-step framework to assist with the development of engaging online retail experiences. He also highlights successful case studies from work completed for MYER and Metalicus.
Views: 203 DT
Managing the Customer Experience: Video Series, Q2.
 
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Question 2: How important is customer experience in rebuilding public trust in banking? How has strategy and boardroom thinking shifted? At the latest Chartered Banker Round Table, experts discussed how banks can go beyond customer “satisfaction” to create the best possible customer “experience” (1st of December 2016). Chaired by Executive Director of Chartered Banker Institute, Joanne Murphy.
Views: 58 Chartered Banker
Four Customer Experience Competencies
 
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Bruce Temkin, Customer Experience Transformist & Managing Partner, provides discusses the four customer experience competencies that are required to build a customer-centric organization.
Views: 2998 TemkinGroup
UBS MANAGING DIRECTOR SPEAKS ON INSTITUTE OF CUSTOMER EXPERIENCE MANAGEMENT
 
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http://www.icem.edu.in; http://www.aegisglobalacademy.com; Mr. N.T. Arun Kumar, Managing Director - Group Operations and Group Head of Outsourcing & Offshoring, UBS, speaks on the uniqueness of Institute of Customer Experience Management's pedagogy based on practicals and industry preparedness on 23rd June 2013 at Institute of Customer Experience Management, Coimbatore
Views: 61 nagendrav chowdary
'Mapping out the Customer Experience' Paul Loft, Managing Director, Homebase at IRX 14
 
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Paul Loft talks with our Emma Herrod and answers; What are the key challenges in multichannel retail? How are you measuring the customer experience? How recent store upgrades has impacted Homebase sales? What defines a Top 500 retailer? 'The connections between the digital world and the physical world is where we need to build a bigger picture.' Watch to hear how Homebase is mapping out the customer experience on-site and in-store and read more about their internet retailing experience on our website here: http://internetretailing.net/organisations/rhmb/
Views: 428 InternetRetailing
Managing the customer experience (Customerfit)
 
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In this video I outline the four main capabilities a company needs to master if it wants to completely manage the customer experience. I have brought them together in the Customerfit model (work in progress).
Views: 161 Alain Thys
Managing the Customer Experience: Video Series, Question & Answer Session
 
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Question and Answer Session At the latest Chartered Banker Round Table, experts discussed how banks can go beyond customer “satisfaction” to create the best possible customer “experience” (1st of December 2016). Chaired by Executive Director of Chartered Banker Institute, Joanne Murphy.
Views: 43 Chartered Banker