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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: 603754 Valuetainment
The Formula For Great Customer Experience (Light Series part 1)
 
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How to deliver a great customer experience. Everyone tell you to be customer centric but no one shows you how to do it. We have a formula that helps you give a great customer experience Relevance ( Personalised and meaningful) offer the customer what they want when they need it . Reliability Keep the brand promise Responsiveness ( Listen. Understand. Act.) Listen and listening not with the intent to respond listing to understand. Understanding with the view to act. Convenience ( choice, consistency, and timeliness) Be where the customer needs you .
Views: 62416 Vusi Thembekwayo
SteveJobs CustomerExperience
 
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Views: 182222 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: 32619 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: 64758 TEDx Talks
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: 67709 TEDx Talks
Customer Experience Management: Imagine the Possibilities
 
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This short video provides an example of what’s possible with the latest Avaya Customer Experience Management solutions. Learn about Avaya CEM Solutions here: http://www.avaya.com/usa/products/customer-experience-management Connect with Avaya Facebook: http://goo.gl/SziZnj Twitter: http://goo.gl/wBwXyM Google+: http://goo.gl/vwdkZ7
Views: 1198 Avaya
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: 2980 TemkinGroup
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: 129773 Valuetainment
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: 234 Dennis Snow
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: 1648 London Business Forum
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.
Starbucks - Managing Delivery to Enhance the Customer Experience
 
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Example of a good case presentation
Views: 115 WSU Supply Chain
Customer Experience Management - Managing Employees
 
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Marketing for Services - The Next Level FREE online course at www.openlearning.com
Views: 45 Betina C
Webinar - Introduction to Customer Experience Part 2: Customer Journey Mapping
 
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Did you know? Customer journey mapping drives improvements that yield the greatest financial return. In Part Two of this Introduction to Customer Experience Management webinar series, you will learn about the second key element widely used in successful CX programs: customer journey mapping. Join us along with David Hicks, CEO of TribeCX, as we define customer journey mapping and discuss why it is critical to improving your customer experience. You'll learn: • How to chart each step of your customer experience • How to highlight your moments of truth • Customer mapping best practices
Views: 562 QuestionPro
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
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: 260 Trendium
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: 155 clientxclient
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
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: 5481 eDigitalResearchTV
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: 23005 Anthony Miyazaki
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
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: 154 Alain Thys
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: 116 AareonAG
Managing Customer Experience in the new 4G/LTE World - clip
 
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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: 109 Trendium
Managing Teams for for an Outstanding Customer Experience
 
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Managing your teams to ensure an on-going outstanding Customer Experience.
Views: 95 John Heather
Brown-Forman on Social Intelligence: Managing the Customer Experience
 
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Brown-Forman's, Megan Haering, Consumer Targeting Analyst, talks about Social Intelligence helps to manage the Customer Experience. Transcript Social intelligence helps to manage the consumer experience because, since I'm the one doing the social intelligence and constantly monitoring our brands, then even if I'm not the person who might be the best one to handle a situation, I'm able to get the information to somebody, who is potentially on our digital team or our customer service team, that would be able to react to a customer experience issue or question. I'm able to work with them to get them the information when they need it and we can respond quickly.
Managing Customers - Customer Queue Management
 
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Marketing for Services - The Next Level FREE online course on www.openlearning.com
Views: 1329 Betina C
Truly Managing the Customer Experience
 
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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: 252 Huawei
Managing the Customer Experience: Video Series, Q4.
 
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Question 4: What role does consumer and behavioural research, along with customer intelligence, play in the development of customer experience strategy? 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: 34 Chartered Banker
CX Conversations Episode 1 - Managing Customer Objections
 
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Simon Blair, Co-Founder of Five Degrees Customer Experience Marketing, reveals a 2-step method for handling customer objections in customer service.
Views: 270 CX Conversations
Uncovering and Managing the Customer Experience (Part 2/2)
 
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https://www.sysaid.com/help-desk-software/self-service-portal In part 2 of this series, find out what Joe The IT Guy did to uncover the customer experience, and find out the easy steps he took to make simple changes and incorporate what he learned into future plans. Part 1: https://www.youtube.com/watch?v=xDLcw7nqgrs&t=4s
Views: 54 SysAid
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: 1056 Shep Hyken
CATALYST: Data Protection And Customer Experience
 
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Catalyst is a social influencers program on managing your business, empowering your people, engaging your customer, and improving your decision making topics. Sarah Evans recently interviewed Stephanie Thum, a Certified Customer Experience Professional (CCXP). A CCXP is someone who is experienced in the concepts and principles of customer experience as a management discipline. Customer experience is more than empathy or a random customer survey. This credential shows that the individual is experienced in this area. Learn more at https://www.SAP.com/sme ____ Follow SAP SME on social! Twitter: https://www.twitter.com/SAPSmallBiz Twitter: https://www.twitter.com/SAPMidsize Facebook: https://www.facebook.com/SAPforSME/ LinkedIn: https://www.linkedin.com/showcase/small-business-by-sap/ Instagram: https://www.instagram.com/sapsmallbiz
Views: 159 SAP Small Business
Gartner Ready Aim Fire The New Imperative for Managing Customer Experience
 
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The way you think about web content management needs to change—fast. If you’re not delivering meaningful digital experiences across channels in real-time, you risk losing them to competitors who are. Hear how WCM as a category is evolving way beyond delivering content storage for web pages and why it matters to your business.
Views: 3 info 18
Reduce Churn and Drive Revenue With Customer Success Management
 
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Insight into customer data can shape an organization?s customer experience strategy and impact the bottom line. Customer success management (CSM) has emerged as an important model for centralizing data from all customer interactions, proactively monitoring customer satisfaction, understanding product usage, and anticipating customer behavior. Join us to learn CSM best practices, tips, and real-world examples of how a unified view of customer data can increase customer retention and drive revenue.
Views: 8004 Dreamforce Video
11 - The 1% Solution - Tom Connellan on Managing Customer Impressions and Experience
 
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http://www.theonecpercentproject.com/ - Tom Connellan presents the question, 'Do people make unfair comparisons?' Learn how Disney manages their customers first and last impression and experience when visiting their theme park. Tom Connellan Official Website: http://1clik2.com/TomConnellan The 1% Project Website: http://1clik2.com/theonepercentproject Book by Tom Connellan: The 1% Solution http://1clik2.com/TheOnePercentSolution Turbulent Times Leadership for Sales Managers http://1clik2.com/TurbulentTimesLeadership Inside the Magic Kingdom http://1clik2.com/InsideMagicKingdom Watch video 12: 3 Factors to Boost Your Performance http://www.youtube.com/watch?v=0UjNuFo2H_o
Views: 1108 OnePercentSolution
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: 125 Huawei
Step into the world of luxury brand management
 
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Take a journey into the world of luxury and learn how Glion students are getting luxury brand management training with some of the world’s leading luxury brands. In this documentary, Glion students and key faculty members explain how the Luxury Brand Management specialization program works. This specialization track builds upon the customer experience management skills that Glion students have acquired for the hospitality industry, and it elevates those skills for the luxury sector through internships, luxury brand management courses and a two-week applied learning workshop at Domus Academy in Milan. To learn more about our Luxury Brand Management specialization, visit http://www.glion.edu/luxury
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: 104 ENOVIA
Managing Customer Expectations | Customer Service Specialist
 
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Managing Customer Expectations for Frontline Employees For More Video Like, Share and ...... Subscribe: https://goo.gl/Hd5dqf Watch it Again: https://youtu.be/Y4FTDNdydLg [email protected]: - | Communication Foundations https://youtu.be/TpA8an4rWNA Watch: - How to Work with Upset Customers https://youtu.be/L67KHRUqQbw Watch: Customer Service Foundations: https://youtu.be/Wxy1ZoW164k Watch: free youtube course : https://youtu.be/oItZ5TiS3KE Watch:- Effective Listening Skills https://youtu.be/25A9sxColac Watch: - Managing Customer Expectations https://youtu.be/Y4FTDNdydLg Watch:- Creating Customer Value https://youtu.be/FUUccgzzkHU Like Us On Facebook: https://www.facebook.com/VideooCreator
Views: 149 TutoLand

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