Wed.Mar 30, 2016

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No Culture, No Customers

InMoment XI

How many times have you seen the quote “Culture eats strategy for lunch” (or breakfast, as the original Peter Drucker quote reads)? I’ve seen it everywhere for years. On more presentations that I care to remember, on more blog posts that I care to admit I’ve read. It seems to be the rally cry to.

Culture 253
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3 Leading Companies’ Method for Listening to Customers

Customer Bliss

In order to understand how customer-focused companies design processes for listening to customers, we need to start by thinking about the three types of listening: Unaided or volunteer listening. Aided listening. Experiential listening. You can learn about the different types of listening in virtually any of my books , but here’s a breakdown for those just coming into these concepts: Unaided or volunteer listening: This refers to companies who optimize feedback customers give as they inte

Company 163
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No Culture, No Customers

InMoment XI

How many times have you seen the quote “Culture eats strategy for lunch” (or breakfast, as the original Peter Drucker quote reads)? I’ve seen it everywhere for years. On more presentations that I care to remember, on more blog posts that I care to admit I’ve read. It seems to be the rally cry to. View Article.

Culture 200
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Report: What Happens After a Good or Bad Experience, 2016

Experience Matters

We just published a Temkin Group report, What Happens After a Good or Bad Experience, 2016. This is our annual analysis of which companies deliver the most and least bad experiences, how consumers respond after those experience (in terms of sharing those experiences and changing their purchase behaviors), and the effect of service recovery (see last […].

Report 156
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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!

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No Culture, No Customers

InMoment XI

How many times have you seen the quote “Culture eats strategy for lunch” (or breakfast, as the original Peter Drucker quote reads)? I’ve seen it everywhere for years. On more presentations that I care to remember, on more blog posts that I care to admit I’ve read. It seems to be the rally cry to.

Culture 200

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Through the Mirror of Your Customer

Michelli Experience

Astronaut Eugene Cernan once said, “If you begin to think you’re something you’re not, you’re looking in the wrong mirror.”. In my opinion, many industries have been looking in the wrong mirror for a long time! Soberingly, those businesses are being forced to see themselves anew – in a reflection of the perceptions of their consumers. Let’s take the mattress sales industry as an example….

Ecommerce 116
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5 Silent Issues that Destroy Customer-Focused Innovation

Experience Investigators by 360Connext

Co-creation sessions, customer journey workshops and customer-focused innovation summits can sound so sexy and intriguing. We envision a group working cohesively, rolling up their collective sleeves to create an improved customer-centric culture and earn long-term loyalty from customers. Customer experience is the most fun when we find those important a-ha moments.

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Five reasons why you should implement a customer-centric web strategy

OpinionLab

In a previous blog, we talked about some of the biggest reasons why website redesigns fail. At the crux of the main issues identified was a failure to listen effectively to customers at each stage of the process. Here are five reasons why a customer-centric digital strategy is critical to ensuring your website delivers what you want it to deliver. Reason 1: Users become part of the process.

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On Platforms…

Esteban Kolsky

Some time ago I wrote a post that was called “ Why PaaS Is The New Black ” and it was referring to the growing expected adoption for platforms in the enterprise. That was 2010 – six years ago – and it was referring to work I had been doing since the mid 1980s around distributed work, computing platforms, and later PaaS. The statements in there have not changed, but the urgency with which organizations must embrace a PaaS strategy as part of their cloud computing archite

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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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10 Essential IT Support and Service Desk Tools

transcosmos Information Systems

IT support and service desks require tools just like any other business function. IT support tools can assist the help desk with a multitude of tasks including managing remote connections, incident logging, report building, feedback management and pretty much everything else you can think of. Providing technical support to users who might not have any knowledge about IT can be an extremely frustrating task.

Tools 65
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Why You Should Care About Customer Experience Management

Bold360

Shopping is an integral part of our lives. Whether shopping for clothes, for food, or even shopping while on vacation, we do it on a daily basis. As a creature of habit, I usually frequent the places I know, where it feels like they also know me. Whether it?s the design of the interior, the employees who know my name, or even the store?s stated official policies, there?

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Trust your training

Customer Enthusiast

My 12-year-old son, Cooper, has played competitive basketball since he was 6-year-old. In those six years, he’s played point guard on eight different teams playing year-round. He’s attended at least a dozen different basketball camps, has worked with a private shooting coach on-and-off for the past three years, and has participated in countless hours of practice, scrimmages, and games.

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Four Surprising Pitfalls in the Way of a Great Customer Experience

Topdown

Customer experience (CX) is the new battlefield that enterprises must fight on to remain competitive. However, organizations continue to underestimate the challenge setting up a CX management strategy, plan and infrastructure represents.

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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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Why 'Surprise and Delight' Needs a Warning Label

Think Customers

The mantra to "surprise and delight" customers has become ingrained in business thinking, but could this strategy hurt businesses in the long run? Have businesses done too good a job at training customers to always expect more? There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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How to improve the customer experience by simplifying your language

MyCustomer

Engagement. How to improve CX by simplifying your language.

How To 93
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A Guide to Really Bad Customer Service (Written by Devil’s Advocate)

LiveChat

People write about great customer service all the time. Awesome support here, excellent customer service there. Don’t you think it’s pretty boring ? I mean, I understand that a while ago it was trendy to raise customer service to a higher level, but it’s 2016, nearly every company has a fantastic customer service. Is it something that we should be aspiring to?

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Do You Have a Call Center or a Relationship Center?

The DiJulius Group

Background: the White Collar Sweatshop of our time In recent years, more and more sources have referred to call centers as the “white collar sweat shop” of our time. The first time I heard this reference, it immediately hit home for me. All the stressful time I had spent either as a CSR, supervisor, manager or […].

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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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Reinventing Digital Marketing and More | CMO Perspectives (30th March, 2016)

Customer Interactions

“Social Customer Care, Isn’t it Time?” Was the theme of a recent NICE guest blog post by Donna Fluss, President at DMG Consulting LLC. Apparently so! If the content featured in this week’s CMO Perspectives blog is anything to go by. Find out what Ashley Zeckman [Toprankblog.

B2B 37
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Business FOMO: You Might Have the Data, But is Your C-Suite Missing Out on Profitable Insights?

Calabrio

Most executives know that collecting data is central to making operations efficient. However, the typical data collection systems don’t allow companies to extract the full value from that data. Companies have to stop thinking that collecting and storing data is enough. Whether structured or unstructured, the purpose of data is to extract insights to support more accurate decision making.

Data 100
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Trump: Behold the Power of a Brand

Heart of the Customer

Guest post by Tom McGoldrick Much has been made about the unexplained mystery of how Trump has managed to become the Republican front runner. In this discussion, one thing that rarely gets mentioned is that Trump is a master brand builder. For decades, Trump has been building his personal brand to represent power, success and confidence. […].

Brands 87