Mon.May 16, 2016

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Dashboards: Driving Your Business Like a Sports Car, Not a School Bus

AskNicely

Having the right dashboard can revolutionize your business in terms of success and your own enjoyment. A dashboard is meant to give you vital information and data at a glance, with users able to access everything from sales and marketing data to finance, inventory reports and website analytics. Essentially, a dashboard puts all your critical info into one spot in a neat and visual display so you don’t have to log into different systems to get all of the information you need.

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Senator Corey Booker Shines Light On Darkness

Experience Matters

Senator Corey Booker delivered yesterday’s commencement speech at my son’s graduation from The George Washington University. Despite the unusually cold and windy setting, Booker was captivating and inspiring. He shared lessons that he had learned from his father, as well as from the death of Hassan Washington, a teenager who was shot and killed in Newark.

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35 Reasons Why You’re Not a Good Leader – Part 2

Steve DiGioia

This original article was written by Steve DiGioia. Once again we identify the reasons for failure, reasons why your employees feel isolated and the reasons why you’re not a good leader. Maybe YOU’RE the weak link in the company’s chain. I hope not. Here’s Part 2. You…. 18. Fail to recognize employee milestones. Do you even know the birthdays of your employees, or their work anniversary?

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Dashboards: Driving Your Business Like a Sports Car, Not a School Bus

AskNicely

Having the right dashboard can revolutionize your business in terms of success and your own enjoyment. A dashboard is meant to give you vital information and data at a glance, with users able to access everything from sales and marketing data to finance, inventory reports and website analytics. Essentially, a dashboard puts all your critical info into one spot in a neat and visual display so you don’t have to log into different systems to get all of the information you need.

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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.

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Key Retail Influencers Talk Mobile

Storyminers

[Originally published on APADMI Apr 20, 2016 – Advice & Guides, Blog as:]. Integration of Mobile into Retailers Business Model Roundtable. Apadmi have recently produced a whitepaper exploring the integration of mobile into a retailer’s business model and the benefits it can bring. Nick Black, CEO of Apadmi, was quoted recently in Forbes as saying: “.our research has revealed that not all retailers are using each channel to full effect and mobile apps are not up to scratch or consistent

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More Trending

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Key Retail Influencers Talk Mobile

Storyminers

[Originally published on APADMI Apr 20, 2016 – Advice & Guides, Blog as:] Integration of Mobile into Retailers Business Model Roundtable Apadmi have recently produced a whitepaper exploring the integration of mobile into a retailer’s business model and the benefits it can bring. Nick Black, CEO of Apadmi, was quoted recently in Forbes as saying: […].

Retail 100
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Journey Mapping Workshop in San Diego on June 7th & 8th

Experience Matters

Filed under: Customer experience.

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A Post Digital Marketing World - Hype or Reality?

Think Customers

At the start of every New Year, media outlets, bloggers, and pundits share their predictions for the coming months. In the marketing world, they've been calling for a "post-digital world" for the past 10 years. As 2016 charges along, I'm eager to see more examples of companies entering this post-digital era.

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Read More: Mapping Experiences by Jim Kalbach

Heart of the Customer

I’m halfway through the book Mapping Experiences by James Kalbach. It’s a really good book to help you better understand alignment diagrams, such as service blueprints, journey maps, experience maps, mental model diagrams, and spatial maps, and when to use each. I helped edit the chapter on journey maps, but didn’t get a chance to […]. The post Read More: Mapping Experiences by Jim Kalbach appeared first on Heart of the Customer.

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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Customer service is the new selling

Customer Enthusiast

The days of the boorish salesman portrayed in the 1992 film Glengarry Glen Ross – where the mantra “Coffee’s for closers” was used to both recognize success and admonish poor performance – are gone. Certainly, there are still unscrupulous salespeople and gullible buyers, but it’s safe to say that today’s consumers are more sophisticated.

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Marketing Maturity Mobilizes Customer Experience Mojo

ClearAction

Marketing Maturity Mobilizes Customer Experience Mojo. In sports skills , maturity matters because it puts your game at the top echelon of competition. In human development , maturity matters because it means wisdom, a well-rounded personality, capability for success under a variety of circumstances, and greater satisfaction in relationships. In marketing , maturity matters for the same reasons!

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The SDN Effect on Network Security

Avaya

For enterprise organizations around the world, Software Defined Networking (SDN) is transforming the way we build and operate our networking infrastructure. Similar to the way virtualization technology has revolutionized application servers and storage, we are now going through the same evolution on the networking side of the house. The promise of SDN touches on several aspects.

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Summit Takeaways: CX With Certainty

ForeSee

Just a little over a week ago, about 300 wonderful ForeSee clients joined us to learn more about how we can make customer experience strategies work better for their organizations. The post Summit Takeaways: CX With Certainty appeared first on ForeSee.

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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?

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6 Ways Communities Complement Customer Service

Tricia Morris

In today’s world, customer service is changing rapidly with greater expectations for reduced customer effort and brand transparency, as well as increasing preferences for digital customer experiences including online self-service. According to Forrester Research, online self-service is now the most-used.

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Can Security Staff Enforce Your Service Excellence Brand?

Up Your Service

Everywhere you look there are more security personnel. This is one reality we share all around the world. In airports, hotels, shopping malls, schools, corporations and public spaces, we see an increasing number of security personnel among us. Often security staff are the first and most visible point of contact with your customers. This trend will only continue in a world fraught with dangers.

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7 Steps for Mastering the Sales Process

LiveChat

Sometimes when people think about sales, they imagine it’s like in Wolf of Wall Street. An aggressive person who will do whatever it takes to get a sale. Let me calm you down. You don’t have to be like a Wolf to make sales. In fact, you should be the opposite. Most environments, including SaaS, is nothing like selling stocks. A sales process is mainly about creating relationships with potential customers.

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The Pros and Cons of On-Premise Call Center Software

Talkdesk

Call centers are a $22B industry dominated by legacy players with primarily on-premise solutions. The old guard has a powerful market share, but nothing can save them from their own clunkiness. If you are considering investing in call center software, it’s worth your while to think about whether or not an on-premise solution is right for you. Let’s weigh the pros and cons: Pros of On Premise Call Center Software. 1.

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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.

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Can Security Staff Enforce Your Service Excellence Brand?

Up Your Service

Everywhere you look there are more security personnel. This is one reality we share all around the world. In airports, hotels, shopping malls, schools, corporations and public spaces, we see an increasing number of security personnel among us. Often security staff are the first and most visible point of contact with your customers. This trend will only continue in a world fraught with dangers.

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Project Ara: Co-creation Research at Scale

dscout People Nerds

Talking dscout and participatory design with the original design chief of Google’s Project Ara.

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NIIT Technologies – B2B Technology Industry Case Study in Service Revolution

Up Your Service

NIIT Technologies was widely viewed as a reliable company with excellent talent. The company was trusted to deliver well on clearly defined Service Level Agreements (SLAs). But the future was changing for NIIT Tech and for the IT industry as a whole. The original value proposition for the Indian IT software and services industry was primarily cost arbitrage; providing reliable services to offshore customers at lower cost than they could achieve with their in-house IT departments and teams.

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The Shape of Customer Advocacy to Come

Customer Interactions

Net Promoter Score (NPS ®) Across Various Industries, Aspects of the Customer Journey. Constantly assessing the marketplace to ensure both its technologies and recommended processes align with the specific needs and goals of its client base, NICE has taken a particular interest in benchmarking Net Promoter Score (NPS) among the industries it serves, as it applies to both overall customer experience and specific aspects of the customer journey.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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NIIT Technologies – B2B Technology Industry Case Study in Service Revolution

Up Your Service

NIIT Technologies was widely viewed as a reliable company with excellent talent. The company was trusted to deliver well on clearly defined Service Level Agreements (SLAs). But the future was changing for NIIT Tech and for the IT industry as a whole. The original value proposition for the Indian IT software and services industry was primarily cost arbitrage; providing reliable services to offshore customers at lower cost than they could achieve with their in-house IT departments and teams.

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7 Steps for Mastering the Sales Process

LiveChat

Sometimes when people think about sales, they imagine it’s like in Wolf of Wall Street. An aggressive person who will do whatever it takes to get a sale. Let me calm you down. You don’t have to be like a Wolf to make sales. In fact, you should be the opposite. Most environments, including SaaS, is nothing like selling stokes. A sales process is mainly about creating relationships with potential customers.

Sales 28
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Do You Trust Your Customers?

Wired and Dangerous

For today’s customer CONSISTENCY, RELIABILITY and MAKING A STRONG EMOTIONAL CONNECTION brings value and is the key to building LOYALTY which drives ADVOCACY and GROWTH! Understanding the customer’s journey through their entire experience with our organization from their point of view is absolutely critical to success in today’s very competitive environment.

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Selecting the Right Customer Loyalty Measures for your CX Efforts

Bob Hayes

Customer loyalty plays a key role in any customer experience management program. Customer loyalty reflects the degree to which customers engage in positive behaviors toward and experience positive feelings about a company or brand. Your customer loyalty metrics plays large part in your customer experience analytics efforts; the goal of analytics is to uncover ways to improve customer loyalty.

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib