Mon.Dec 10, 2018

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Customer Experience Can’t Be Fixed With Technology Alone

Hero Digital

Originally published in Total Retail. In today’s market, “this is the way we’ve always done it” is the most dangerous mind-set a retailer can have. As customer expectations grow as vastly and quickly as their choices, it’s not a great surprise that traditional retail players like Macy’s, J.C. Penney, and Sears, the last of which recently filed for bankruptcy , are struggling to keep up.

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CX Leaders’ Employees Feel Prouder & More Appreciated

Experience Matters

If you’ve followed our research, then you’ve likely seen a strong, almost inseparable link between between customer experience (CX) and competency employee (EX). We continued to find that connection in our latest consumer benchmark. In our Q3 2018 study, we asked 5,000+ U.S. employees to pick a word that best describes how their job makes them feel and split those responses based on how they judged the overall CX that their company delivers.

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Are You Listening to Your Customers – Or Driving them Crazy?

Beyond Philosophy

Not too long ago, I had a minor outpatient procedure at a hospital. When I checked my email the next morning, there was a survey from the hospital. “What did you think of your anesthesiologist?”. My first thought was that I didn’t die during the procedure, so he must have done a fine job. I can’t say much more, since I only spoke to the guy for about 30 seconds.

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3 Key Pillars of a Successful NPS® Program With Salesforce

GetFeedback

It’s no secret it costs five times more to attract a new customer than to keep an existing one. This.

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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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Virtual Agents in the Contact Center: Automate One Routine Call Type at a Time

NICE inContact

The biggest challenge facing every contact center is agent churn. Many agents are bored, unengaged, and generally unhappy, and they churn at a rate of 33% across all industries. As a contact center leader, you work extremely hard to mitigate these challenges, but because you are pulled in many different directions, it is tough to keep your best agents.

More Trending

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Have You Created a Great Service Exit?

Wired and Dangerous

The opening keynote was preceded by the safety briefing for the large banquet hall attendees. It was the usual “in case of fire” cautions and instructions. It dramatically and clearly called attention to the exit signs over the doors completely invisible in an otherwise “take it for granted” perspective. The flight attendant on the airline does the same “notice the exits” speech before every flight.

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How to Incorporate Online Reviews on Your Business Website the Right Way

ReviewTrackers

Everyone knows that having rave reviews helps your business stand out on review sites like Google, Facebook, and Yelp, but embedding reviews on your own site can also improve SEO performance and increase conversion rates. Before you rush out to do so, you should know about the right and wrong ways to incorporate reviews on your site. We’ll go over the correct way to embed reviews on your site, the proper method to adding schema markup, which reviews you can embed, and how doing so will drive an

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5 Top Customer Service Articles for the Week of December 10, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Crazy Ideas About Customer Service You Would Like To Try Again by Guy Sheetrit. (Business 2 Community) Customer satisfaction is a great way to boost your business and if you have never considered it a priority, it is never too late to begin.

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Astea International Earns Frost & Sullivan’s 2018 Company of the Year Award in Mobile Field Service Management

Alliance by IFS

Astea recognized for its comprehensive portfolio of user-oriented mobile field service applications that meet the evolving needs of organizations, technicians and customers. HORSHAM, PA (December 10, 2018) — Astea International Inc., a leading global provider of field service management and mobility solutions , announced today that it has earned the 2018 Company of the Year Award in Mobile Field Service Management from Frost & Sullivan.

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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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4 Holiday Shipping Trends Shaping Online Shopping

Oracle

Holiday shipping is a make-it or break-it aspect of the online shopping experience. The National Retail Federation estimates that 2018 holiday retail sales will increase by as much as 4.1%, and Digital Commerce 360 predicts online shopping will climb 15.5% over last year. Consumers gravitate toward the convenience, variety, and deals of shopping online.

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How to Improve On Digital Customer Experience Management

Answer Dash

(This article is republished by the kind consent of The Costa Rica News ) Having an online business is not everything unless you are improving your user’s experience when they visit your website. Whether it is redirecting them from a certain link or creating web pages that are easy to find, you’ll have an easy time creating emotional connections with users.

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Customer-Powered Product Development: How to Create Better Products & Increase Demand

Influitive

Not hitting your product adoption targets? It could be that you haven’t achieved product-market fit—something that “80% of companies never achieve.” In my experience, most companies rely on time-consuming outreach to validate their products and gather customer feedback. Or, they send out impersonal email surveys that don’t motivate customers to respond.

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The Financial and Emotional Upside of Marketing to Caregivers

Escalent

Healthcare marketers may be talking to the people who use their products—but are they talking to the people who buy their products? It’s an important distinction, and in many cases, these two stakeholders may not be the same.

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The 2023 Verint Experience Index: Retail

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

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Why Salespeople Fail to Reach Their Sales Goals

Integrity Solutions

Our research has shown that there are five factors that affect whether or not someone achieves their sales goals. New Year’s resolutions. They’re a January ritual that is almost always followed by the February ritual of abandoning them. Statistics show that each year, just 8% of people will be successful in keeping their resolutions. Another 24% have never succeeded and fail on their resolutions every year.

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Customer Success Blog Posts and Webinars You Can’t Live Without

Gainsight

It’s been quite a year but we’re on the home stretch, folks. Before you say, “ thank u, next ” to 2018, check out Gainsight’s top blog posts, webinars, and resources of 2018. Top 5 Customer Success Blog Posts of 2018. ‘CSM & Product’ Is the New ‘Sales & Marketing’. You can’t have a business without a product and you can’t maintain a customer base without Customer Success.

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Astea International Earns Frost & Sullivan’s 2018 Company of the Year Award

Alliance by IFS

Astea recognized for its comprehensive portfolio of user-oriented mobile field service applications that meet the evolving needs of organizations, technicians and customers. HORSHAM, PA (December 10, 2018) — Astea International Inc., a leading global provider of field service management and mobility solutions , announced today that it has earned the 2018 Company of the Year Award in Mobile Field Service Management from Frost & Sullivan.

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One Millimeter Mindset™ 2018 Workforce Collaboration Blog Review

One Millimeter Mindset

These 5 little One Millimeter Mindset workplace collaboration blog posts wrap your brain around the notion that collaboration no longer is a “nice to have” soft skill. You know. An occasional behavior we put into play every now-and-then, when we feel like it. But, most of the time, ignore. Workplace collaboration is a professional development and innovation strategy.

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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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Social Sentiment and Holiday Shopping – Online Vs. In-Store and More

NetBase

“While the novelty of going into a store and touching a dress in person will never go away, the convenience of online shopping can’t be beat.” So says fashion designer Shoshanna Lonstein Gruss , and there’s truth to that idea –but online shopping is far from taking over its brick and mortar competitors. Ecommerce sales doubled in the past ten years, but online sales only account for 13% of retail sales overall.

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DataStax Private Offer Now Available on Azure Marketplace

datastax

DataStax is proud to announce that we have joined Microsoft’s Private Offers program, in which Microsoft partners create exclusive offers for their closest customers on Azure Marketplace. The Marketplace Revolution. Consumerization has forever disrupted how enterprise IT does business, as evidenced with the introduction and adoption of the mobile device.

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Non-staffed clinics and pharmacies get test run in China

Connective DX

One of the largest insurance companies in China plans to open doctorless clinic booths at a rate of over thirty a day in the next few months. Dave Wieneke, healthcare practice director at Connective DX, fills-in the details and how AI and automation can up-level innovation plans in healthcare and beyond.

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The 2 Most Important Things Small Businesses Need to Focus On with the Customer Experience

Myra Golden

Two months ago I switched my company’s wireless carrier from AT&T, a relationship we’d had for nineteen problem-free years, to a low-cost competitor. We made the switch for one reason: To cut costs. Seventy-two hours into the new vendor’s relationship, I knew we had a problem. Clients were all the time saying, “You’re breaking up,” or “I didn’t catch that.” The LTE service was laughable.

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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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Can You Spot the AI?

Think Customers

Self-driving cars. AI-powered supermarkets. Google Duplex. It’s easy to get excited about the many ways that artificial intelligence can potentially make our lives more convenient. Add the label “AI-powered” to any industry and it instantly sounds innovative and compelling. But the truth is AI is already transforming industries in incremental ways.

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How to Invite the Most Honest Customer Feedback — Case Study: SurveyGizmo

InteractionMetrics

Do you have time for a survey? Can you give us some feedback? Tell me how I did! We are all too familiar with customer feedback requests as they bombard us from every side: email signatures, website pop-ups, phone queues (“press 1 after this call to …”), even the grocery gal circles a survey she’d like us to take at the bottom of the receipt. The post How to Invite the Most Honest Customer Feedback — Case Study: SurveyGizmo appeared first on Interaction Metrics.

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6 Ways to Create a Great Customer Experience

kommunicate

Customer experience is proven as an effective way of branding. There is a lot of confusion between customer experience and customer service. Let us understand with the definitions : What is customer experience? Gartner defines customer experience as the customer’s perceptions and related feelings caused by the one-off and cumulative effect of interactions with a [.].

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How to Invite the Most Honest Customer Feedback

InteractionMetrics

Do you have time for a survey? Can you give us some feedback? Tell me how I did! We are all too familiar with customer feedback requests as they bombard us from every side: email signatures, website pop-ups, phone queues (“press 1 after this call to …”), even the grocery gal circles a survey she’d like us to take at the bottom of the receipt. The post How to Invite the Most Honest Customer Feedback appeared first on Interaction Metrics.

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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 Write a Good Internal Note

Help Scout

I often take notes on my phone, typically late at night or when I’ve just woken up. Upon later review, a fair percentage of those notes are incomprehensible. One customer service article idea late-night-Mathew apparently had was, “For safety, treat exhaust with catalytic converters.” What was that for? Your guess is as good as mine. It’s very easy in Help Scout (and in most help desk tools) to attach internal notes or memos to a customer conversation , but making those notes truly useful takes a

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Need Quality Data? Stop Fishing for Positive Customer Feedback!

InteractionMetrics

Do you have time for a survey? Can you give us some feedback? Tell me how I did! We are all too familiar with customer feedback requests as they bombard us from every side: email signatures, website pop-ups, phone queues (“press 1 after this call to …”), even the grocery gal circles a survey she’d like us to take at the bottom of the receipt. The post Need Quality Data?

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Customer Transformation

Quadient

It’s been a while since I posted a blog entry. That’s because I have a new and exciting role at Quadient, as the VP of Customer Transformation. You might think it’s a pretty strange title, and I would agree. At Quadient, we’ve been doing things differently for a few years, and it’s time to use our recent experiences to help our customers make some of the same improvements that we have made.