Wed.May 16, 2018

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Brand Evolution Is Hard—But It Doesn’t Have to Be Unnecessarily Risky

Escalent

For many global companies, brand evolution is a natural part of running the business. As consumer attitudes and lifestyles change, so must brands if they want to continue to deliver value to their customers.

Brands 45
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Ten Years, Ten Lessons: Memoir of a CX Neophyte

CX Accelerator

Ten years is a great deal of time in the life of a mortal. Considering the average life expectancy of a white bloke in the state of Tennessee is only 73.94 years, this is a really long time. Apparently I’d live eight years longer if I moved to Hawaii? Something to ponder for the future. ?? For now, it’s time to explore the past. This week I’m celebrating 10 years working for the same organization.

Fashion 203
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Inspire a Customer Service Mentality In Your Organization

Customer Bliss

Maintaining a “customer service mentality” in the marketplace has to first begin with leaders and the behaviors that they themselves exhibit. That gives the organization—throughout the organization—the ability to act and model that behavior. And this is not just limited to those on the front lines caring for customers in distress. In our lives, we remember the companies, the people and the times when we were honored…. as a friend, as a partner, as a customer.

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Companies that Cheat are Dull: How to Ensure That You Shine!

C3Centricity

Why do companies still try to cheat their customers? There have been a lot of articles recently exposing the behaviors of organisations who clearly haven’t adopted a customer first strategy. Companies who still think it’s OK to try to attract customers and entice them to purchase with less than honest promises and behaviour. . I know that this has always been the case in some businesses; trying to convince the customer that what you have to offer is exactly what they need – eve

Company 160
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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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7 Ways Phone Calls and Live Chat Improve Customer Retention and Revenue

Kayako

My good friend runs a content marketing company. When she got started, most of her clients were on a monthly retainer and paying for blog content and social media management. She decided that she also wanted to offer email marketing services, and so she built a landing page and set up LinkedIn Ad, hoping to gain some inbound leads. After a couple of months with no success, she decided to get on the phone with her current clients and offer the same services.

More Trending

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Want to Improve Your Customer Relationships and Bottom Line? Put Yourself in Your Customers’ Shoes Says CCO at Rigor

Customer Bliss

“The experiences start from the beginning; the customer has to start feeling that empathy from the beginning when they are prospects,” says Francis Cordón , the first Chief Customer Officer at Rigor. Like our previous guest, Patricia Pedhom Nono , Francis is a tech guy who made his way into customer service, taking on CX leadership in the company’s newly created role.

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5 Things You Should NOT Do in the Name of Customer Experience [Infographic]

Michelli Experience

__. Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Follow on Twitter: @josephmichelli. The post 5 Things You Should NOT Do in the Name of Customer Experience [Infographic] appeared first on Joseph Michelli.

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6 Industry-Approved Channels to Collect Customer Feedback Efficiently

Customer Guru

Why should you be collecting customer feedback? If you would like to see your business grow and prosper, customer satisfaction is not only important but also necessary. Understanding how customers view your products, services and company is invaluable. It is only after you understand their point of view that you know your strengths and weaknesses. Your most unhappy customers are your greatest source of learning.

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For a Successful CX You Must Have a Successful EX

ShepHyken

A successful customer experience strategy is a result of the company’s culture. In other words, and I’ve said it many times before, what’s happening on the inside of the company is going to felt on the outside of the company by the customer. So, let’s look at the inside of the company. Let’s look at the EX, which is the Employee Experience. The EX is part of the culture.

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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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How Customer Onboarding Can Help Improve Loyalty

Joe Rawlinson

A recent study by Accenture found that over 90 percent of companies today have some kind of customer loyalty programs in place. Yet, over 71% of customers surveyed by the researchers said that these programs do not really engender loyalty. One of the primary reasons for this wavering loyalty is that although investments in such programs have increased, businesses have not kept pace with understanding their customer’s responsiveness to these initiatives.

Loyalty 88
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The Challenger Concept for Customer Success

natero

These days, buyers have more choices, are better informed, and expect a superior customer experience. As Customer Success Managers, we have a narrow margin to bring value to a customer, or else we risk losing them. So, it's not surprising that many Customer Success teams spend tremendous energy keeping customers “happy,” or doing whatever they can to conform to customer desires.

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What Customer Success Managers Need to Know About the GDPR

Amity

We’ve been talking about it for a while, but here we are. The GDPR officially comes into effect on May 25th, and for SaaS companies, it’s time to finalize their compliance efforts. The EU General Data Protection Regulation (GDPR) is said to be the most important change in data privacy regulation to date. The GDPR’s primary goal is to protect and empower all European Union citizens’ data privacy.

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Astea Article in Architecture and Governance Magazine: The End of the ERP?

Alliance by IFS

A recent article in the Architecture and Governance Magazine asks, ‘ Is this the end of the ERP?’. As a respected and recognized software vendor for the Field Service industry, the publication looked to the thought leaders at Astea for our take on the “Best-of-Breed” vs. “Stack-Shop” approach to Enterprise Architecture (EA). Astea Chief Operating Officer David F.

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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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Future CX Leaders: Think of Customer Experience as a Magic Trick

Oracle

I don’t want to a buzz kill, or the bearer of bad news, but if you’re just setting out on a customer experience career journey, understand that it is not for the complacent, nor the satisfied. This is the career for those who must motivate themselves and others to constantly and consistently top what has been done previously. Is that fair?

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How artificial intelligence can transform your customer experience

Eptica

Date: Wednesday, May 16, 2018 Author: Anne-Claire Bellec How artificial intelligence can transform your customer experience. Published on: May 16, 2018. Author: Anne-Claire Bellec When interacting with brands, consumers want the process to be easy , effective and based on an understanding of their emotions and the individual needs. They want a personalized service – and their expectations are continually growing.

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The Top 7 Reasons Advocacy Programs Fail (And How to Fix Them!)

Influitive

In the 1994 film Angels in the Outfield, a disembodied voice talked Kevin Costner into building a baseball field with some of the worst marketing advice of all time: “If you build it, they will come.” Success in advocate marketing takes way more than just launching a program. No team of ghostly heroes will materialize.

How To 73
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The Digital Marketer’s Guide to Google My Business Descriptions

ReviewTrackers

Google recently reintroduced the ability to add business descriptions on Google My Business (GMB). On this blog post, we’ll talk about why your business needs to add a description, how you can do it using your GMB account, and which local businesses have set great examples of descriptions for you to follow. What are business descriptions on Google My Business?

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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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How our Community Increases Product Adoption and Scales Customer Service

inSided

For many companies, the most popular strategy for achieving customer success is focusing on customer value, specifically by aligning the product with customers needs.

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Astea Article in Architecture and Governance Magazine: The End of the ERP?

Alliance by IFS

A recent article in the Architecture and Governance Magazine asks, ‘ Is this the end of the ERP?’. As a respected and recognized software vendor for the Field Service industry, the publication looked to the thought leaders at Astea for our take on the “Best-of-Breed” vs. “Stack-Shop” approach to Enterprise Architecture (EA). Astea Chief Operating Officer David F.

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Coming Soon, the New Lithium Customer Community!

Lithium

We're proud to be launching a complete revamp of the Lithium Community, now known once again as Lithosphere , in late May 2018! We took a user-first approach to the design and functionality by teaming up with many of you who provided valuable insights into what matters when it comes to the value you get out of our community. What's more, we'll be continuously iterating on the new design in the coming months.

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Is a single AEM instance best for your enterprise organization?

iCiDIGITAL

Most enterprise level companies don’t have just one site in their portfolio they have 2, 5, 10, sometimes even hundreds. They could be scattered across multiple platforms or even worse on a server underneath the IT guys desk. Choosing a platform for your company is key and having one that can handle all the sites in your portfolio is crucial. AEM like many other platforms has a multi-site manager, making it easy to manage and maintain multiple sites on one instance.

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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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Coming Soon, the New Lithium Customer Community!

Lithium

We're proud to be launching a complete revamp of the Lithium Community, now known once again as Lithosphere , in late May 2018! We took a user-first approach to the design and functionality by teaming up with many of you who provided valuable insights into what matters when it comes to the value you get out of our community. What's more, we'll be continuously iterating on the new design in the coming months.

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AI Needs a Code of Ethics

Think Customers

Recent advances in artificial intelligence have had a profound effect on how people interact with technology. In 2017 alone, Amazon and Google sold millions of home assistant devices, while waves of companies introduced chatbot programs into websites and mobile apps. With so much data, input, opinions, and everyday interactions from a global community, what kind of trouble can AI get itself into?

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Coming Soon, the New Lithium Customer Community!

Lithium

We're proud to be launching a complete revamp of the Lithium Community, now known once again as Lithosphere , in late May 2018! We took a user-first approach to the design and functionality by teaming up with many of you who provided valuable insights into what matters when it comes to the value you get out of our community. What's more, we'll be continuously iterating on the new design in the coming months.

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7-Second Tips to Increase Foot Traffic in Your Store

CSM Magazine

Research has proven that people make their first impressions within seven. seconds. If your potential customers don’t like what they see during those quick. moments, then they won’t walk into your store. And as you know, you don’t. get a second chance at a first impression. Therefore, it’s important that. you do all you can to catch people’s attention as soon as you can.

Tips 40
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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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Is Your Call Center Company Culture Scaring Potential Clients Away?

Playvox

Establishing a company culture is essentially creating a way of life in the office. It sets the tone for the mindset and energy you want your employees to be in.

Culture 40
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Back2Basics: Why B2B Marketers Should Differentiate On Customer Experience

Forrester's Customer Insights

“To survive in a world of ‘killer competition,’ you can either distinguish yourself from your competitors or offer the lowest price.” That’s the opinion of Jack Trout, co-author of Positioning, late president of Trout & Partners, father of the positioning concept In this month’s conversation with Johannesburg-based author Mark Eardley, we discuss why differentiation seriously […].

B2B 45
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The Five Elusive W’s of the Customer Journey

CXApp

Ah, the five W’s of customer communication and the general customer journey. Principles as old as time.