Wed.Apr 06, 2016

article thumbnail

Make it person-to-person to improve customer experience

Vonage

Automation is essential for expanding and accelerating service in many industries. But when individual care or attention is required, customers need contact with real people. When human energy flows and connects, good things (can) get done and you can improve customer experience to your advantage. Try this experiment: Call the main number of four companies and state, “I am calling with a question about your product.

article thumbnail

Running with a 92 Year Old Man: Lessons in Living and Serving Fully

Michelli Experience

(This is the first time in which I have incorporated original content from my monthly newsletter into a blog post. Hopefully, when you you read about Ernie Andrus you will understand why!). In 1998, I remember reading Tom Brokaw’s fascinating book The Greatest Generation. Upon completion of that book, I walked away with a deeper appreciation for men like my father.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Do Your Communication Tactics Undermine Your Intentions?

Experience Investigators by 360Connext

“Say please!” I say this to my children in a nearly constant refrain. Actually, now that they are pretty good about manners, I typically just give them a Mom glare and the polite words fall out of their mouths. But they have also learned that these words matter not because of the words themselves, but […]. The post Do Your Communication Tactics Undermine Your Intentions?

article thumbnail

How anyone in the company can (and should) help the customer

Joe Rawlinson

Your customer has a question, but wait – the customer service guy had to leave early today. The whole team has a summer outing. It’s after hours, they’re all asleep. But the customer’s inquiry is urgent. The customer is waiting. What do you do? Your company may have a designated customer service team tasked with responding to customer inquiries and solving customer-related complaints.

Company 86
article thumbnail

From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and guest speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

article thumbnail

How to Strategically Compete Against Your Peers… And Yourself

Beyond Philosophy

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Marketers are always looking to optimize their perceived customer value proposition, and to improve the elements of transactional and relationship experiences needed to deliver that value. What competitors are doing always comes into the dialogue, and companies must be aware of how the value offered and the communication tools used by competitors in the marketplace impacts their own performance.

More Trending

article thumbnail

How to Strategically Compete Against Your Peers… And Yourself

Beyond Philosophy

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Marketers are always looking to optimize their perceived customer value proposition, and to improve the elements of transactional and relationship experiences needed to deliver that value. What competitors are doing always comes into the dialogue, and companies must be aware of how the value offered and the communication tools used by competitors in the marketplace impacts their own performance.

article thumbnail

Walking in their Footsteps

Heart of the Customer

A few months ago I wrote an article for Quirk’s Magazine, about how journey mapping can help you get closer to you customers. Download the PDF below to read it (it starts on page 30), or read it here online! October 2015 Quirks Magazine. The post Walking in their Footsteps appeared first on Heart of the Customer.

article thumbnail

5 signs your company needs an outsourced inbound service for live answering

Magellan Solutions

Having a live agent to talk to is an experience that present-day, technology-centered customers are still relieved to have. There is something comforting in hearing the sound of a human voice on the other line. In the midst of all the state-of-the-art facilities; cloud-based programs; and lightning-speed computer processes of call centers, the human connection still permeates and triumphs as one of the biggest factors for customer service satisfaction.

Company 58
article thumbnail

Secrets to Customer Experience Success, Part 2: Prioritizing Tactics

Topdown

This is the second in a four-part series exploring in more detail the ideas presented in Four Surprising Pitfalls in the Way of Great Customer Experience. See Part 1: Process v. Project here.

article thumbnail

Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

article thumbnail

Why Self-Learning Knowledge Bases are the Future of Customer Service

Bold360

A self-learning knowledge base is often found to be a key component of enterprise level self-service solutions. Leading knowledge base technologies use machine learning algorithms to automatically collect customer queries, learn from representatives? responses, and continuously expand the knowledge base over time.

article thumbnail

CX Interview

Heart of the Customer

Check out this interview I did with ReachForce! The post CX Interview appeared first on Heart of the Customer.

article thumbnail

New Report: Is Your Company Making Self-Service A Priority?

Natalie Petouhof

Tweet. Want to know a paradigm that has always been false, but many people believe it? Organizations are battling each other to deliver the best customer experience for the right customer at the right time in the right channel. Customer service and customer engagement now play key roles in digital transformation strategy. However, leaders often stigmatize customer service or customer care as a cost center.

article thumbnail

Face to Face & Phone Etiquette: JOIN #PeopleSkills Chat April 10th

Kate Nasser

Even w/ so much online, face to face & phone etiquette matters & builds relationships. JOIN The People Skills Coach™ - #PeopleSkills global Twitter chat to discuss. The post Face to Face & Phone Etiquette: JOIN #PeopleSkills Chat April 10th appeared first on KateNasser.com.

article thumbnail

Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

article thumbnail

You Asked, We Responded: Avaya Launches Competitive Replacement Program for Aspect and Genesys Customers

Avaya

Customer engagement is a competitive battleground. After all, customer expectations are always high, and technology always evolving. The Internet makes finding and switching to a competitor easier than ever. To stay ahead of the competition, we have to be vigilant about meeting or exceeding the needs of our customers. No business can afford disruptions to service, yet the push to continuously improve can be daunting and expensive.

article thumbnail

Sports Leagues Eye a Future with Streaming Partners

Think Customers

I remember where I was when the Jacksonville Jaguars were losing to the Buffalo Bills 3-27: in the kitchen, feeding the cats with one eye on my laptop. By the time Jaguars quarterback Blake Bortles threw that crazy touchdown pass to wide receiver Allen Hurns and clinched the game at 34-31, I was watching the game from bed and heard my husband whoop as he watched the game in the laundry room.

Sports 40
article thumbnail

Book Smart Doesn’t Equal Customer Service Smart

The DiJulius Group

Growing up, I was a wiz in spelling but throughout medical school and residency (eight years of intensive studying and rare sleep) my focus was entirely on medicine. There wasn’t time for pleasure reading and my brain couldn’t fit another fact into it. Subsequently, my ability to spell significantly dropped off and I found […].

article thumbnail

Before You Reorganize Customer Insights, Press “Pause”

Forrester's Customer Insights

"Organizing is what you do before you do something, so that when you do it, it is not all mixed up." - A.A. Milne. There's good food for thought in that statement. "Organizing" is a topic that customer insights (CI) professionals and their marketing, digital, and other business partners are asking about. And one frequently asked question is "what's the best way for us to organize?".

article thumbnail

Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

article thumbnail

How Many Travelers Consider Using Airbnb?

Upwave

According to investors, Airbnb is worth $25.5 billion. What? Marriott just agreed to purchase Starwood for half that amount. This seems crazy. Here at Survata , we conduct consumer research. We don’t have a stake in Airbnb’s success, we were just curious: How many people even consider Airbnb when they book travel accommodation? Turns out it’s a small number, but it’s growing fast. 1.

Travel 20
article thumbnail

Taking Social Media to The Stars: Interview With NASA’s John Yembrick

LiveChat

NASA’s social media is one of the better examples of how you can use online social platforms to build a community. Posts from the agency spark real conversations in which thousands of users from across the globe discuss space exploration. If you are unfamiliar with NASA’s social media , they coordinate hundreds of social accounts for different missions and astronauts across multiple platforms.

article thumbnail

A Research Experiment — Help?

Esteban Kolsky

I know, I know… seems that all I write here lately is a request for contributing to surveys and research. Too many, right? Add the ones you get from every vendor, consultant, and even on Twitter and you feel abused. Worse? the length of all these surveys and how few insights you get from that (infographics are the farthest thing from analysis and insights – they are The National Enquirer of the research world: all the sensationalistic data it’s not fit to print anywhere else)