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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
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: 83476 Vusi Thembekwayo
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: 713777 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: 351 Dennis Snow
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: 33093 Comarch Telecoms
Managing The Customer Experience 1
 
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Managing The Customer Experience 1: Needs & Expectations of Market Segments For the Service Industry
Managing The Customer Experience 4
 
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customer experience, hospitality, hospitality management, hotel management, restaurant management, customer service, hospitality college, college, service management, restaurant service, hotel service,
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: 132224 TEDx Talks
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: 153 AareonAG
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: 60 Chartered Banker
Managing The Customer Experience 2
 
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Managing The Customer Experience 2: exploring the customer experience maps to create business opportunities and optimise customer touch points
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: 1690 London Business Forum
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: 178 Bantian Jidi
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: 129 Huawei
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: 666 ENOVIA
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: 159 clientxclient
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.
Office Hours: Why Your Customer Experience Will Never Exceed Your Employee Experience
 
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Wendy’s invests a lot of time into improving employee engagement which in turn improves customer experience. According to best selling author Adrian Gostick, “your customer experience will never exceed your employee experience”. To be successful Wendy's invest heavily in workplace culture, employee coaching, setting clear expectations, and empowering their employees. As a result they consistently outperform competitors who don’t focus on these areas and they see higher customer satisfaction, more repeat business, and higher sales. Learn more at Cornerstone: https://www.cornerstoneondemand.com/rework Cornerstone’s "Office Hours" video series features quick career, workplace and leadership tips from talent management experts and business leaders from across the globe.
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: 45 Chartered Banker
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: 263 Trendium
Webinar On-Demand: Successfully Managing Customer Experience
 
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Webinar On-Demand: Successfully Managing Customer Experience VoC and UX Testing
Views: 115 UserZoom
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 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: 253 Huawei
Turkey’s leading BPO, ASSISTT, defines New challenges in managing Customer experiences
 
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Agility and speed are key in the next two years to understand and respond to customer needs in the most appropriate way, while the world is watching. This is why we need solutions like Oceana.
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: 27365 Anthony Miyazaki
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: 55 SysAid
Training Managing Customer Experience
 
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Training Managing Customer Experience, 12 April 2019, Hotel Le Meridien Jakarta Informasi Inhouse Training WA 081311009800 www.serviceleadership.web.id
Views: 31 Service Leadership
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
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
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.
Starbucks - Managing Delivery to Enhance the Customer Experience
 
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Example of a good case presentation
Views: 134 WSU Supply Chain
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: 5478 SEDCO Company
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
Digital Customer Experience Management Hexaware
 
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Hexaware’s Digital Customer Experience Management offering can empower your customer support teams to establish this customer intimacy by delivering an outstanding multi-channel experience, ultimately driving customer retention and thereby revenue. Visit Hexaware’s Digital Customer services page https://goo.gl/pyb6DA To contact us visit https://goo.gl/kHHb87
Views: 1476 HexawareVideos
Customer Experience Management: Course Correction
 
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Marcus Ambrus, Managing Partner, Plan.net Customer Experience Management, or Customer Centricity, has become the #1 hope and mission of companies and brands. The technical opportunities supporting this mission are amazing. But in reality company managers, organizations, and people are not ready to navigate with such technical opportunities. Customer Experience Management requires the seamless integration of Marketing, Sales, and CRM. Those parties operate in silos and have fragmented customer journey views and responsibilities. That is the reason why so many system integrations and Customer Experience visions fail. The integration of the Tealium Universal Data Hub and Plan.Net´s proprietary CORE data science system plays a major role in the successful change of how organizations operate. As this stack enables organizations to truly integrate and activate any customer interaction on the customer journey and therefore create an automated and individualized shaping of the customer journey. In this session with Marcus Ambrus, Managing Partner of Plan.Net Business Intelligence, he’ll share: -Methods and best practices on how to overcome change management challenges in organizations -How to train the interplay of Marketing, Sales, and CRM -How to reduce the risk of failure of the integration of sophisticated Marketing Technologies -Exciting case studies of truly re-designed Marketing Communication strategies and tactics playing at the full strength of today’s opportunities
Views: 18 Tealium
How Customer Identity Management Can Improve the Customer Experience
 
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There’s a goldmine of valuable data in the cross-channel interactions customers conduct. 1to1 Media’s Tom Hoffman recently met up with Jason Rose, Gigya Senior Vice President, Marketing, to discuss key trends in customer identity management and how information shared by customers in their omnichannel interactions can be used to deliver more personalized customer experiences.
Views: 251 1to1 Media
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: 73814 TEDx Talks
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.
Mark Milton Jewellery – managing currency risk to improve the customer experience
 
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Mark Milton, Director of Mark Milton Jewellery, explains how he manages his company’s exposure to currency risk in order to provide greater certainty to his customers. This communication is provided for corporate entities only. The details expressed in this transmission and accompanying documents are for information purposes only and are not intended as a solicitation for funds or a recommendation to trade. HiFX Europe Limited accepts no liability whatsoever for any loss or damages suffered through any act or omission taken as a result of reading or interpreting any of the above information. HiFX Europe Limited is authorised by the Financial Conduct Authority under the Payment Services Regulations 2009, registration 462444, for the provision of payment services. HiFX Europe Limited is a registered MSB with HM Revenue & Customs – Reg No: 12131222. HiFX is a limited company registered in England and Wales. Registered number: 3517451. Registered office: Maxis 1, Western Road, Bracknell, RG12 1RT In all matters relating to a Trade, the Contract, Our Services or any information obtained from us, you shall rely on your own skill and judgement. Although we may provide you with information concerning the foreign exchange markets, you shall not rely on any comments made or opinion expressed whether by us or any member of our staff at any time concerning the merits or otherwise of any currency transaction or concerning taxation matters, investment products, markets or any other matters whatsoever. It is entirely for you to decide whether or not to make a Request and entirely for you to decide whether or not a Request, a particular Trade, and your instructions to us, are suitable for you and your circumstances.
Views: 135 HiFX
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: 33 Chartered Banker
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: 190340 Valuetainment
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: 5 HCAAVideo
Customer Experience in Healthcare with GoHealth Urgent Care (CxOTalk #334)
 
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What is customer experience, why is it important, and how can we create it? A seasoned Chief Marketing Officer explains what you need to know and shares lessons from her experience.​ Pernille Bruun-Jensen is the Chief Marketing Officer (CMO) of GoHealth Urgent Care, the national leader in patient-driven Retail Healthcare. Read the full transcript: https://www.cxotalk.com/episode/customer-experience-cmo-perspective She is an accomplished CMO with an extensive track record of developing game-changing patient-driven strategies that accelerate profitable growth by leveraging a data-driven, visionary and entrepreneurial approach. She drives digital performance-based marketing and innovation and is known for building winning teams with a strong focus on results. Pernille’s experience spans consumer goods, financial services and health care, as Country Manager and International Marketing lead for Intuit, CMO for NetBase; Vice President, Digital Marketing for Sutter Health; and various marketing roles for Johnson & Johnson, and Kraft Foods. Pernille earned her master’s degree in International Management at ESCP-Europe, and lived in the United Kingdom, Switzerland, France, Germany, and Denmark before moving to the United States. She speaks five languages.
Views: 5204 CXOTALK
Managing the Customer Experience: Video Series, Q1.
 
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Question 1: How is “great” customer experience best defined within the industry and how has this changed in recent years? 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: 94 Chartered Banker
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: 162 Alain Thys
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: 111 Trendium
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: 57 Which-50 Media
Managing the Customer Experience for Media – Web, Mobile, and Video
 
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SlideShare: https://www.slideshare.net/newrelic/managing-the-customer-experience-for-media-web-mobile-and-video You think you’re ready. You’ve doubled your cloud infrastructure. You’ve redesigned web pages and launched new mobile apps and OTT channels. Then that big event happens or a story goes viral. With all eyes on your website, what will your users see? Ads and great content? Or errors and buffering? From your CMS to the CDN, from the webpage to the media player, New Relic provides end-to-end monitoring and analytics that let you to connect your authors to your audience with bufferless video and audio performance. Learn the details on how the New Relic Digital Intelligence Platform can help you quickly identify, isolate, and fix problems—whether they reside in backend code, external services or scripts, a third-party mobile app, or an ad provider. Learn more: https://newrelic.com/solutions/digital-customer-experience Be sure to subscribe and follow New Relic at: https://twitter.com/NewRelic https://www.facebook.com/NewRelic https://www.youtube.com/NewRelicInc
Views: 155 New Relic