Thu.Dec 22, 2016

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Did You Know You Were Being Rated?

InMoment XI

As a frequent user of Uber, I have been impressed with their gathering of customer feedback. What I find most admirable about the Uber rating system is the simplicity of the survey, riders seeing how their feedback is used, and mutual evaluations. Uber recognizes that the best customer experiences require respectful interaction between both the.

Feedback 218
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The Subtle Differences Between Customer Support and Customer Service

Kayako

The term ‘customer service’ evokes nostalgia for sales clerks in long aprons in country town emporiums. Some see it as the old-fashioned version of customer support. Many people can’t distinguish between terms ‘customer support’ and ‘customer service’. It’s confusing! Some businesses have rejected the term ‘customer service’ – in a bid to modernize an existing department – in favor of ‘customer support’ which sounds contemporary or even call it ‘customer success’.

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Put Culture Change On Your 2017 CX Agenda. Here’s How.

Experience Matters

If you’re thinking about improving your organization’s customer experience next year (and why wouldn’t you be?!?), then I hope you are also thinking about some changes in your organization’s culture. As I’ve said many, many times, your customer experience is a reflection of your culture and operating processes. It’s your culture that will sustain any improvements that […].

Culture 241
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Did You Know You Were Being Rated?

InMoment XI

As a frequent user of Uber, I have been impressed with their gathering of customer feedback. What I find most admirable about the Uber rating system is the simplicity of the survey, riders seeing how their feedback is used, and mutual evaluations. Uber recognizes that the best customer experiences require respectful interaction between both the. View Article.

Feedback 200
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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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Put Culture Change On Your 2017 CX Agenda. Here’s How.

Experience Matters

If you’re thinking about improving your organization’s customer experience next year (and why wouldn’t you be?!?), then I hope you are also thinking about some changes in your organization’s culture. As I’ve said many, many times, your customer experience is a reflection of your culture and operating processes. It’s your culture that will sustain any improvements that […].

Culture 200

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10 massive business trends that will shape 2017 and beyond

Alida

For business leaders, the new year is often a time to reflect on the biggest business trends shaping the corporate world. It’s a time to reset, as well as look forward. There isn’t a shortage of predictions on what the next year will bring, and spotting the business trends that truly matter can be difficult. To help you separate the short-term fads from the disruptive trends, we’ve done the work for you.

Trends 0
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CCO Forum 2017: Why you need a Chief Customer Officer

Customer Bliss

This post originally appeared on the CCO 2017 website. In today’s dynamic business environment, the one thing that should be of constant importance is the value of the customer as the lifeline of any organisation. Although many executives and business leaders are likely to agree with this notion, very few have successfully harnessed this belief and elevated the strategic importance of the customer’s needs to great effect.

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Is a ‘human free’ experience the future?

Beyond Philosophy

What happens when you take the people out of an experience that was traditionally a human-based interaction? Does it make it better or worse? And what does this mean to the future of Customer Experience? Amazon and Uber might soon have answers for us on these questions. Amazon and Uber have been making headlines by eliminating the humans from areas of the Customer Experience where a person is usually involved.

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How the “Internet of Things” Will Revolutionize the World of Customer Experience

CustomerGauge

The “Internet of Things” (IoT) is easily the biggest buzzword in the tech sphere to break out into the mainstream in 2016. Just check out the search volume in that Google Trends data! We’ve seen smart home devices, one-button product purchases, and even the prospect of an employee-less supermarket (Amazon, take a bow). Rather than questioning whether […].

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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

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What I learned about Conversational Bots from 1 question by my 13-year-old daughter

Bold360

(that I did not realize during a 3-month intensive project). Recently, I have been leading a highly sophisticated Conversational Bot project. This sophisticated bot has very robust speech analytics capabilities, yet remains very simple for the customer to maintain, enhance, and optimize, and provide full visibility for real-time insight into what people are asking.

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Looking a Gift Card in the mouth?

Helen Dewdney

Designed by Freepik. Many of us will be buying and receiving gift cards this Christmas. They have become big business since the first book token was issued in 1932. Whether you think it shows lack of thought (why not give cash instead of restricting the recipient?) or shows more thought by showing that they have chosen a particular store, it is now big business.

Fashion 47
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Here’s what people are saying about the 2016 ForeSee Experience Index

ForeSee

The ForeSee Experience Index, our annual study that shows how the top brands in retail stack up on customer experience (CX) within mobile, web, and in-store, is easily the biggest. The post Here’s what people are saying about the 2016 ForeSee Experience Index appeared first on ForeSee.

Retail 43
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Verint Wishes You Happy Holidays!

Verint

At Verint, we are grateful for our customers, partners and all our blog readers! We wish everyone safe and restful holidays. We look forward to a fantastic 2017!

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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

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How to Make Customer Experience a Priority for the Whole Company 

ijgolding

In my exclusive column for CustomerThink last month, I shared my “ top tips ” for creating the right culture to enable an organisation to become genuinely customer centric. Whilst the list of seven things is by no means exhaustive, in my experience, together they provide a remarkably solid foundation to embedding the right environment and supporting behaviours to turn talk of customer centricity into reality.

Company 156
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Customer Service Trends to Look for in 2017

Comm100

We hope your customer service department saw a lot of improvements in 2016. But no matter where you stand at the end of the year, every team is wondering the same thing: what will 2017 bring? In this article, we’re going to give you a sneak peak at some of the customer experience trends that you can expect to see in the new year, and some tips on how you can put them into practice.

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20 Years, 20 Stories: 2015 – New York, Teamwork and Snacks

Confirmit

Unlike many of my colleagues who’ve written these blogs, I can’t really focus on a huge changes that have happened during my tenure, since I’m a relative newbie – at least compared to the likes of Tore and Paul Quinn. Saying that, though, even in the less-than-two years since I started, there have been a few changes that make it clear that nothing stands still for too long in Confirmit Land!

Travel 45