Michelli Experience

AUGUST 10, 2016

I love serving customers and helping businesses create loyalty-building customer experiences. HOWEVER, service does not mean customers should be given the power to ABUSE those that serve them. It is one thing to be customer-centric (striving to build customer loyalty by helping your people, processes, and technology deliver customer engagement) and quite another thing to let your people become customer doormats.

Leadership 126

Leadership Hotels Loyalty Customer Centricity 126

Win the Customer

AUGUST 10, 2016

We’ve all heard the all saying that “the customer is always right”, but is the customer really always right? Of course! Here are four reasons why: The Customers Make the Business. One reason that many businesses still go by the “customer is always right” standard is that they know how important their customers are. A business without customers is just a group of people pitching a product to deaf ears.

Course 105

Course Loyalty Groups Financial 105

Beyond Philosophy

AUGUST 10, 2016

There is a shift in power for Telecoms in the Asia Pacific region toward the consumer. It parallels a shift in the overall mindset of consumers in this area, one of a more commanding and capricious customer. In other words, the Customer Experience matters here more than it did even a couple of years ago. Are you ready? A new global survey released by Amdocs last month reported a trend in the region where consumers demanded more control and personalization in their Customer Experiences with the

Self Service 90

Self Service Wireless Consumers Consulting 90

ShepHyken

AUGUST 10, 2016

Brand Promise. Every once in a while I jokingly will say the motto of a company who gives me bad customer service is: We’re not happy until you’re not happy. There are certain industries that this seems to be especially true. People complain and joke about some of their experiences with government agencies. Or, how about the reputation of the cable TV industry?

Airlines 73

Airlines Policies Government Guidelines 73

Advertisement

Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

PeopleMetrics

AUGUST 10, 2016

We work with a number of banks and credit unions, all of which are committed to using customer feedback to deliver a great customer experience. We recently aggregated data from across all of our clients to see what we could learn about overarching trends in banking customer experience. Here are five highlights from the study, which you can download in full here. #1: Customers are reporting positive experiences. 54% of all customers that give feedback on their experience also recognize an employe

Banking 58

Banking Study Customer Experience Report 58

ForeSee

AUGUST 10, 2016

Let’s face it health care professionals, the front door of your hospital is no longer your front door — and it is not the emergency room either. But if that’s. The post Why Children’s Hospitals Should Take A Closer Look At The Digital Experience appeared first on ForeSee.

Hospitality 60

Hospitality Customer Experience Customers 60

Think Customers

AUGUST 10, 2016

Stitch Fix's secret sauce is its data. According to Forbes, Stitch Fix has a team of 80 data scientists who build algorithms that crunch mountains of data including a customer's occupation and zip code to find clothing that the customer is likely to keep. For the record I purchased 3 out of the 5 items that were sent to me. Data-driven businesses like Stitch Fix represent enormous opportunities to deliver more personalized products and services to customers.

Data 60

Data Customers 60

Topdown

AUGUST 10, 2016

Writing for Forbes , Shep Hyken asserts, “ The goal [of customer experience management] is to create the best individual experience. With the capability to test and collect relevant data, you have no excuse not to offer a better, more personalized experience. It may actually be a disservice not to take advantage of.personalization to improve the customer’s experience.

Comparison 52

Comparison Customer Experience Management Communication Customer Experience 52

Magellan Solutions

AUGUST 10, 2016

Perhaps you’ve heard that outsourcing to the Philippines delivers many benefits to entrepreneurs who are seeking cost-effective solutions for their businesses and a growing number of these business owners swear by it. But with the steady increase of call centers all over this lively archipelago, how will you know which city to pick? If you think, “Doesn’t matter.

Call Center 58

Call Center Telecommunications Government Fashion 58

Advertisement

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

Retail

Avaya

AUGUST 10, 2016

Many people are familiar with the shapewear brand Spanx, but what many may not know is the inspiring story behind the successful company’s Founder and CEO, Sara Blakely. Blakely turned a $5,000 investment into over one billion in profits, becoming one of history’s most celebrated self-made female billionaires. In fact, in 2014, Forbes listed her as the 93 rd most powerful woman in the world.

Video 47

Video Connections Sales Communication 47

LiveChat

AUGUST 10, 2016

There is this one frustrating moment in every entrepreneur’s career. It’s when you put your heart into building a business, and you end up with an amazing product, website traffic and only a few customers. Everything seems to go perfectly: there is traffic on your website, customers are browsing through your products, they are sending emails with product inquiries, but yet – conversion rate is far from perfect.

Ecommerce 44

Ecommerce Survey Exceptional Customer Service Software 44

Talkdesk

AUGUST 10, 2016

Let’s face it: no one likes to hear negative feedback. It immediately makes you want to shut down the conversation, exit the environment you’re in and drown your sorrows in an extra large iced mocha with a gargantuan chocolate chip cookie on the side. Unfortunately, life isn’t that easy. Negative feedback from customers isn’t always what you want to hear, but sometimes it’s what you need to progress in the industry, revise your product and improve your customer service.

Feedback 42

Feedback How To Call Center Consulting 42

COPC

AUGUST 10, 2016

Featured Event: September 15, Fairfield, CT. COPC Inc. will be hosting a Customer Journey Mapping Workshop –. From Theory to Reality. In this information-packed, four-hour workshop, Paul Shuga, Vice President, COPC Inc., will lead a discussion on the what, why, and how of customer journey mapping. The workshop will be presented to the SOCAP New York Metro Chapter and is open to both SOCAP members and non-members.

Customer Journeys 40

Customer Journeys Hotels Conference Entertainment 40

Advertisement

Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

Tips

InteractionMetrics

AUGUST 10, 2016

Benchmarking has a history of helping businesses compete in global markets. But these days, many companies are missing out on the opportunity to innovate due to an over-reliance on benchmarked metrics. The practice of benchmarking was born in the 1950’s with companies like GE and Toyota. Then, what was in vogue was a process called […].

Innovation 40

Innovation Metrics Net Promoter Score Marketing 40

Kate Nasser

AUGUST 10, 2016

In People Skills global Twitter chat SUN. Aug. 14 (#PeopleSkills), we will explore what impacts human behavior. JOIN The People Skills Coach™ & community. The post What Impacts Human Behavior? Join People Skills Chat Aug. 14th appeared first on KateNasser.com.

Interaction 40

Interaction 40

Customer Interactions

AUGUST 10, 2016

Much to contemplate in this week’s CMO Perspectives, including a piece from Steve Olenski writing for Jay Baer’s Convinceandconvert.com on 3 things CMOs must consider for CX; John Ellett for Fobes.com on why CMO turnover is at an all time high; Marketingprofs.com on prepping employees before they go on social media; ZDNet featuring a #CXOTalk with McKinsey partner David Edelman; The great Adrian Swinscoe questioning everything big data, AI, analytics, and automation; Finally, our Tweet of the We

Social Media 30

Social Media Marketing Analytics Data 30

Avaya

AUGUST 10, 2016

983 days. 983 days since a little girl lost her mother after a brutal stabbing, because the motel she was staying in required her to dial a “9” before 9-1-1. Because of one single digit, Kari Hunt perished. At Avaya, my colleagues and I have fought hard alongside Hank Hunt , Kari’s father, for 983 days in the name of Kari’s Law. The bill would amend the Communications Act of 1934 to require phone vendors and individual buildings to make sure people could connect directly with emergency services

System 60

System Connections Video Communication 60

Advertisement

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?

Customer Experience

Natalie Petouhof

AUGUST 10, 2016

Tweet The emergence of the 1-800 number changed the customer service game fifty years ago. It enabled customers to directly reach out to the companies they support with their hard-earned money. Back then, snail mail was the only other way to communicate. Now, five decades later, the game has changed drastically. In 2014, brands were asked over 22 million questions on Twitter and Facebook alone.

Social Media 40

Social Media Customer Service Brands Advertising 40