Tue.Nov 15, 2016

article thumbnail

Report: Temkin Loyalty Index, 2016

Experience Matters

We published a Temkin Group report, Temkin Loyalty Index, 2016. This is the second year of this study that examines the loyalty of U.S. consumers to 294 companies across 20 industries. Here’s the executive summary: The 2016 Temkin Loyalty Index (TLi) evaluates how loyal 10,000 U.S. consumers feel towards 294 companies across 20 industries. To determine companies’ TLi, we […].

Loyalty 270
article thumbnail

Customer Engagement: a masterclass from United Biscuits

ijgolding

Anyone who knows me will tell you that I love a good story. Storytelling is such a powerful way of bringing theories and concepts to life – if you are good at it, the use of stories as a way of inspiring others is second to none. Over the years, I have told a fair number of horror stories to help others learn about the importance of Customer Experience – to the customer, the employee and the shareholder.

Insiders

Sign Up for our Newsletter

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

article thumbnail

How to Create a Balanced Survey

InMoment XI

It would be natural to assume that companies which invest in customer experience measurement (CEM) would put customer preferences at the top of the list, but this is not always the case. Companies do not consciously ignore customers in the survey process. Rather it’s more often a matter of doing what has come to be. View Article.

Survey 200
article thumbnail

Report: Temkin Loyalty Index, 2016

Experience Matters

We published a Temkin Group report, Temkin Loyalty Index, 2016. This is the second year of this study that examines the loyalty of U.S. consumers to 294 companies across 20 industries. Here’s the executive summary: The 2016 Temkin Loyalty Index (TLi) evaluates how loyal 10,000 U.S. consumers feel towards 294 companies across 20 industries. To determine companies’ TLi, we […].

Loyalty 195
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 Create a Balanced Survey

InMoment XI

It would be natural to assume that companies which invest in customer experience measurement (CEM) would put customer preferences at the top of the list, but this is not always the case. Companies do not consciously ignore customers in the survey process. Rather it’s more often a matter of doing what has come to be.

Survey 200

More Trending

article thumbnail

7 Steps to Get Executive Commitment for Your #CX Transformation

CX Journey

Image courtesy of hkricharusf You know that your customer experience initiatives will die in the planning stages if you don't have executive commitment, right? I've written several times about the importance of having that executive buy-in and commitment for your customer experience transformation. Help! My Execs Don't Get It! Kicking the #CX Can Down the Road So You've Got Executive Commitment.

article thumbnail

Amazing Business Radio: Matt Wilbanks

ShepHyken

Matt Wilbanks on How to Provide. Better Social Media Customer Care. Shep speaks with Matt Wilbanks, CEO and co-founder of HelpSocial, about providing a better social customer care experience. Matt shares his past experiences as a member of Rackspace Hosting’s social customer care team and how these experiences helped him find the need to create HelpSocial.

article thumbnail

Gaining Buy-In for Your Culture Change

Up Your Service

How can leaders effectively create a service culture transformation and ensure that all employees not only adopt, but also, embrace this change? Change can be disruptive and is often stressful. As a result, many people try to avoid it. And yet, change is part of organizational life: it is essential for progress and growth. It is inevitable. According to Everett Rogers’ book Diffusion of Innovations , leaders initiating change need to recognize that people respond differently to change.

Culture 72
article thumbnail

6 Verbal Aikido Tactics Everyone Who Handles Difficult Customers Should be Using

Myra Golden

N o matter what your product or service is or what business you’re in, your employees will have to deal with difficult customers. [contact-form] I know that’s an easy question, but here’s the problem: Very few people in customer service actually get the training they need to get an angry customer to back down, regain control and gracefully respond to the customer who demands to speak to a supervisor.

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

Task Management for Customer Success Teams

natero

Natero was founded on the premise that Customer Success teams need better access to actionable customer data. Early on, we saw that CSMs were struggling with more than just customer intelligence. Customer Success teams were often working out of their inboxes, and juggling spreadsheets, shared docs, and productivity apps just to stay in sync and manage their customer tasks.

article thumbnail

6 Verbal Aikido Tactics Everyone Who Handles Difficult Customers Should be Using

Myra Golden

N o matter what your product or service is or what business you’re in, your employees will have to deal with difficult customers. [contact-form] I know that’s an easy question, but here’s the problem: Very few people in customer service actually get the training they need to get an angry customer to back down, regain control and gracefully respond to the customer who demands to speak to a supervisor.

article thumbnail

The Weakness of Extreme Strength

Kate Nasser

Have you considered the weakness of your extreme strength? Success insights from The People Skills Coach™ on continuous growth. The post The Weakness of Extreme Strength appeared first on KateNasser.com.

article thumbnail

5 Retargeting Strategies Your Competition Is Using (And One That They're Not)

iPerceptions

This is the fourth blog post in a series that examines different programmatic media buying tactics, revealing each of their strengths and pitfalls. The previous three blogs discuss how programmatic media buying works , how to select prospecting campaigns and how to navigate the private marketplace. In this post, I will walk through the different types of retargeting.

article thumbnail

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.

article thumbnail

How the Business Leaders Handle the Holiday Rush

Provide Support

Holiday Shopping Rush. Holiday season is the perfect time to meet relatives and friends. It’s the time when all of us are up to our ears in holiday rush and non stop 24/7 shopping. For consumers it’s the best time to take advantage of discounts and holiday offers. For businesses the competition becomes fierce, as retailers and shop owners fight for customer attention amidst the holiday madness.

Retail 53
article thumbnail

Healthcare customer service and compliance

Talkdesk

The rising costs of healthcare in the U.S. have been a topic of concern for quite some time. Much like other industries, increased competition and technology are making healthcare options more competitive. Patients can vote with their dollars — and healthcare providers that serve up transparent, stellar customer service will win business. Healthcare is a very personal matter for everyone, and patients are often discussing embarrassing or sensitive information, which can be scary.

article thumbnail

eCornell Videos: Empowering Agents with the Right Information and Training

Brad Cleveland Blog

article thumbnail

Chief Customer Officer for the Energy Industry, With Penni Conner – CB27

Customer Bliss

Episode Overview. Penelope (Penni) Conner has spent her entire career in the energy industry. Her background is interesting as she is professionally an engineer, but found her way to the customer care space. From there, she found a place to successfully combine three tiers of skills: Analytical. Storytelling. Change Management. She stayed within customer experience and remained focused there.

article thumbnail

Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

article thumbnail

eCornell Videos: Empowering Agents with the Right Information and Training

Brad Cleveland Blog

article thumbnail

I’m grateful for flexibility…

SuiteCX

By Michael Hill. They say gratitude makes you healthier, so I’m taking a moment to focus on something that I’m grateful for, and for which SuiteCX customers are grateful – flexibility. No, not the arms and legs kind of flexibility. That ship sailed many years ago. I’m talking about the flexibility in our SuiteCX platform. We’ve built the software to bend when you need to twist it to meet your unique needs, and to be rigid when you need strength and security.

article thumbnail

What is Driving Customer Experience in the UK?

Clarabridge

The idea of customer expectations is something many of us would likely say we understand. As customers, we know the difference between a good experience and a bad one. We’ve all been there right? Maybe you’ve made a last-minute change to your flight. Or, you’ve tried to return that pair of shoes you swore would fit when you got home. It makes sense that a good experience is one that lives up to your expectations.

article thumbnail

What is Driving Customer Experience in the UK?

Clarabridge

The idea of customer expectations is something many of us would likely say we understand. As customers, we know the difference between a good experience and a bad one. We’ve all been there right? Maybe you’ve made a last-minute change to your flight. Or, you’ve tried to return that pair of shoes you swore would fit when you got home. It makes sense that a good experience is one that lives up to your expectations.

article thumbnail

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