NICE inContact

FEBRUARY 19, 2019

As we enter a new year of growth and opportunities, don’t miss the chance to be part of the excitement at NICE inContact’s flagship customer conference in London by sharing your experiences and insights with industry peers. The post Are you a storyteller, speaker, expert, motivator, leader, or innovator in Customer Experience?

Innovation 120

Innovation Conference Customer Experience Interaction 120

C3Centricity

FEBRUARY 13, 2024

Last week I spoke about the importance of actioning customer feedback. And customers expect businesses to be constantly adapting and preparing for their future needs. Thriving in this dynamic environment requires a commitment to continuous improvement and a deep understanding of customer needs and preferences.

Customer Insights 226

Customer Insights Feedback Social Media Customer Satisfaction 226

Peter Lavers

DECEMBER 28, 2016

Peter Lavers’ blog on the “Forging the link between customer experience and innovation” has been published on IBM #ThinkMarketing. The post “Customer Experience and Innovation” blog published on #ThinkMarketing appeared first on Think CX. Read it here.

Innovation 40

Innovation Customer Experience Customers 40

InMoment XI

MARCH 18, 2024

Integrated customer experience ensures understanding, prioritising, and taking action for amplified customer satisfaction and business growth. Now that we’ve explored capturing Strongest Signals in our previous blog post , it’s time to dive into the heart of Integrated CX—unlocking the Richest Insights.

Multi-Channel 260

Multi-Channel Analysis Social Media Survey 260

Michelli Experience

MAY 9, 2017

When asked if customers would like to have more exciting products, faster delivery, lower prices, OR friendlier service, the answer is always YES. The challenge of customer experience excellence isn’t whether to improve products, people, process, or technology. The “big idea” of this blog is TRADEOFF. What do they value?

Innovation 113

Innovation Customer Experience Social Media Loyalty 113

ShepHyken

SEPTEMBER 15, 2017

This week we feature an article by Lindsay Tjepkema who writes about how artificial intelligence marketing (AIM) is becoming more important to our success in engaging with customers. Recently I have read and written a lot about AI and as technology improves and acceptance grows AI will have a strong role in customer service. – Shep Hyken.

Customer Engagement 193

Customer Engagement Engagement Marketing Fashion 193

Brad Cleveland Blog

AUGUST 4, 2022

The world is changing and customer expectations are evolving so innovation is the heartbeat of customer experience. Innovation’s a cool word but at its heart is change so you have to be intentional about encouraging and enabling change. But how do you innovate?

Innovation 29

Innovation Customer Experience Customer Expectations Customers 29

ijgolding

SEPTEMBER 15, 2016

This can range from anything between helping you purchase a belt on Topshop to answering a customer service query regarding the location of a parcel. Fashion retailer H&M adds a sales associate into your shopping experience through the use of their own bot. How are these being used in the real world?

Chatbots 0

Chatbots Examples Innovation Customer Experience 0

Brad Cleveland Blog

AUGUST 4, 2022

The world is changing and customer expectations are evolving so innovation is the heartbeat of customer experience. Innovation’s a cool word but at its heart is change so you have to be intentional about encouraging and enabling change. But how do you innovate?

Innovation 26

Innovation Customer Experience Customer Expectations Customers 26

InMoment XI

DECEMBER 21, 2021

Grant interviewed me for his blog site ([link] and the subject was how, through their employees, companies can move beyond satisfaction to create real customer loyalty behavior. Positive customer experience with employees at your company has a far greater impact on loyalty than does satisfaction with a product or service.

Customer Experience 529

Customer Experience Loyalty Course Advertising 529

Advantage Communications

JANUARY 30, 2020

Advantage Communications , a top Canadian contact center that uses innovative new technologies to design superior customer experience strategies for its clients’ customers, has won an award for its “highly valuable” blog content.

Communication 59

Communication Contact Center Innovation Technology 59

Brad Cleveland Blog

NOVEMBER 23, 2021

The term “governance” might feel out of place in the context of customer experience innovation. But as a customer experience consultant, I’ve found the opposite to be true. It’s the department-spanning nature of customer experience that is precisely why governance is so important to innovation.

Government 29

Government Innovation Customer Experience Consulting 29

Brad Cleveland Blog

JULY 15, 2021

The world is changing, and customer expectations are evolving. So, innovation is the heartbeat of customer experience. But how do you innovate? … The post Everyone has a role in customer experience innovation first appeared on Brad Cleveland.

Innovation 32

Innovation Customer Experience Customer Expectations Customers 32

ShepHyken

NOVEMBER 29, 2019

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. This Maya Angelou quote fits perfectly when talking about the factors responsible for positive brand customer service. Customer experience has not been left behind.

Technology 130

Technology Customer Experience Social Media Multi-Channel 130

One Millimeter Mindset

DECEMBER 10, 2018

These 5 little One Millimeter Mindset workplace collaboration blog posts wrap your brain around the notion that collaboration no longer is a “nice to have” soft skill. Workplace collaboration is a professional development and innovation strategy. We end up serving our customers, better and better, as well. Enjoy this blog post?

Innovation 65

Innovation Customer Retention Consulting Culture 65

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Steve DiGioia

MAY 1, 2023

It’s the age-old mantra: “ Provide great service and customers will come.” Here are 4 Reasons Why Great Service is a Trap That Will Ruin Your Business Great Service is Expected Customers expect a certain level of service when they interact with any business. ” But is that really true?

Loyalty Programs 162

Loyalty Programs Social Media Loyalty Innovation 162

Comm100

DECEMBER 12, 2023

We all know that the world of customer service and support is constantly on the move. This blog will delve into the top four customer service trends that are expected to take center stage in 2024. consumers by Qualtrics, a customer’s feelings were found to be the biggest driver of consumer loyalty.

Trends 195

Trends Innovation Customer Service Omni-Channel 195

Brad Cleveland Blog

NOVEMBER 23, 2021

The term “governance” might feel out of place in the context of customer experience innovation. But as a customer experience consultant, I’ve found the opposite to … Continue reading → The post Good Governance Boosts Customer Experience Innovation appeared first on Brad Cleveland.

Government 26

Government Innovation Customer Experience Consulting 26

Brad Cleveland Blog

JULY 15, 2021

The world is changing, and customer expectations are evolving. So, innovation is the heartbeat of customer experience. But how do you innovate?

Innovation 26

Innovation Customer Experience Customer Expectations Customers 26

One Millimeter Mindset

SEPTEMBER 29, 2021

Professionally reset with these four blog posts. Plus, you may not have had time to thoroughly read these September blog posts. You just may find that each blog post offers you a new reflection, advice, actionable insight, or tip that is even more relevant and valuable as you reflect upon the past month. Pause and breathe.

Innovation 88

Innovation Travel Leadership Meeting 88

Comm100

JANUARY 2, 2024

Imagine a world where customer service is not just responsive but anticipatory. Where every interaction is both efficient and tailored to the customer’s needs. This is the promise of Generative AI customer service. This allows for more proactive and relevant customer support.

Customer Service 180

Customer Service Chatbots Interaction Customers 180

One Millimeter Mindset

SEPTEMBER 27, 2018

These third quarter zinger blog posts focus on how “what we do” impacts the customers we serve. Instead, these third quarter zinger blog posts concentrate on the value of YOU. Here are 8 zinger blog posts to catalyze your professional innovation, workforce engagement and customer success during Q4.

Customer Retention 70

Customer Retention B2C B2B Innovation 70

One Millimeter Mindset

APRIL 27, 2022

Or are you focusing on becoming more comfortable generating innovations, as well? I remain purposely focused on catalyzing your professional innovation, one millimeter at a time. Professional Innovation | Cross Functional Leadership | Complex Problem Solving | Speaker, Consultant, Coach |. Are you risk-averse or not?

Innovation 90

Innovation Consulting Leadership Management 90

ShepHyken

NOVEMBER 16, 2018

Today, a typical customer expects a prompt response and fast service from any business. Customers are connected. Data innovation progressions fuel the network that unites the world as one major network, from the advanced mobile phones to super-quick information. How and why has technology changed the way consumers behave?

Consumers 95

Consumers Technology Chief Customer Officer Social Media 95

ShepHyken

SEPTEMBER 6, 2019

This week we feature an article by Christina Lutrell about understanding the shifting consumer experience while maintaining your customer’s trust. As we know, consumer experience and expectations have changed rapidly in response to new technologies, market forces and security concerns. Fast, Easy and Secure.

Consumers 92

Consumers Study Loyalty Technology 92

ShepHyken

SEPTEMBER 22, 2017

This week we feature an article by Josh Linkner about the DMV, The Department of Motor Vehicles, experience. The location he writes about is a great example of how to provide an Amazing customer experience! – Shep Hyken. When you think of terrible customer service, what types of companies come to mind?

Wireless 81

Wireless Government Entertainment Airlines 81

ShepHyken

FEBRUARY 8, 2019

This week we feature an article by Christa Heibel who writes about how important employee feedback is to a successful customer service experience and high CSAT ratings. – Shep Hyken. In my past experience as both a consultant and owner/operator of a BPO, I understand that CSAT surveys tend to get all the attention.

Omni-Channel 94

Omni-Channel Feedback Customer Experience Data 94

SurveySparrow

JANUARY 9, 2021

Wondering how to create a food blog in 2020, but have absolutely no idea on how to start one? And starting a blog on food can be the best passive income stream that you want to choose. Or with a little bit of more effort and hard work, you can even take it a notch higher and know how to start a food blog and make money.

How To 52

How To Entertainment Travel Survey 52

Customer Bliss

MARCH 5, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. They work at understanding the emotions that are native to certain customer experiences, such as wearing that gown at a hospital or doctor visit. So, practice emotion-driven innovation.

Innovation 221

Innovation Loyalty Chief Customer Officer Hospitality 221

Interactions

MARCH 28, 2024

There is a way to balance the need for immediate impact with the pursuit of transformative, slower-burning innovations. Dive in as this blog addresses the complexities of achieving excellence in CX within organizations, focusing on the dichotomy between pursuing quick wins versus investing in transformative, long-term innovations.

Contact Center 62

Contact Center Innovation Consumers Chatbots 62

ShepHyken

MARCH 29, 2019

Customer experience comes first. It is something the buyer looks back at to understand if the whole relationship, or customer experience, was worth it. Customers choose retailers with optimal prices. If your product managers say they would rather use their experience to set the prices, do not believe them.

Retail 103

Retail Customer Experience How To Ecommerce 103

Customer Bliss

NOVEMBER 18, 2020

Bell , the best selling author of the 9 1/2 Principles of Innovative Service and many other customer service books. Chip has just released his latest book, Inside Your Customer’s Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions. ” Calculating Versus Giving Customers Joy.

Metrics 288

Metrics Customer Centricity Innovation Measurement 288

AWS Machine Learning

MARCH 4, 2024

It enables customers to leverage a variety of high-performing FMs, such as the Claude family of models by Anthropic, to build custom generative AI applications. Reduced hallucination – Businesses require predictive, controllable outputs from AI systems directing automated processes or customer interactions.

Innovation 136

Innovation Travel Financial Exercises 136

ShepHyken

JANUARY 19, 2018

I really like anything that can offer convenience for our customers. – Shep Hyken. But this innovative, final-mile delivery method can also be a secret weapon for retailers. But this innovative, final-mile delivery method can also be a secret weapon for retailers. Enhancing the Customer Experience.

Retail 74

Retail Return on Investment Transportation Innovation 74

One Millimeter Mindset

JULY 3, 2018

It is time for a mid year workforce innovation break! This midyear workforce innovation blog post review links to the top 5 blog posts that readers find relevant and valuable. As a Professional of Worth, target continuous collaborative workforce innovation. Subscribe to my blog. Start with one person.

Innovation 44

Innovation Engagement Roadmap Customer Retention 44

One Millimeter Mindset

DECEMBER 12, 2018

Customer retention is a business growth, expansion and sustainability strategy. However, in reality, customer retention is firmly in the hands of everyone else in the organization who usually is not part of the customer acquisition process. Retaining Customers involves All Hands on Deck. Enjoy this blog post?

Customer Retention 63

Customer Retention Consulting Customers Sales 63