Should you need advisory support or implementation assistence for any of the Academy courses you implement within your organization - our partner is:

Conducting business by phone requires a different skill set than dealing with people face-to-face. Listening becomes even more important when you cannot see your customers. If you fail to listen, it is impossible for customer service professionals to pick up on the nonverbal cues that happen when... more
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Category: Customers
Having your finger on the pulse of your customer’s current and future needs is a critical piece of your overall organizational, product development, sales, and marketing strategies. Organizations employ several different methods to get this information from their customers. Typically most... more
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Category: Customers
The customer may always be right, but that doesn't mean all customers are easy to deal with. Anyone who's ever worked with customers can tell you they can be downright unruly. Still, if you want to stay in business, you've got to deal with them. Finding techniques that help you disarm unhappy... more
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Category: Customers
Learn why Customer Experience (CX) isn’t a project that simply has a start and end date – it’s a state of your organization and it starts at the top. Integrating CX into business strategies and tactical initiatives, as well as skillfully executing, leads to revenue and retention rewards, among many... more
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Category: Customers
Your customers are essential to the success of your business. Customer Experience (CX) journey maps are arguably the most important instrument for capturing your customer's true interactions with your company brand. Discover your customers and their experiences through various personas throughout... more
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Category: Customers
Nearly 75% of all cross-sell opportunities occur within the first 90 days of acquiring a new customer. A robust customer onboarding process enables organizations to take control, from initial enrollment through welcome kits and subsequent cross-sell and up-sell activities. To succeed, organizations... more
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Category: Customers

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