Fri.Aug 12, 2016

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Killer Buzzwords of the Customer Experience

InMoment XI

Over the last few weeks, I’ve had to make a couple of calls to one of those companies that we all use and do not have to call very often. It doesn’t really matter which company it was or what industry, as the experience is universal. In this short space, I’m going to talk about one of. View Article.

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Just tell me the truth! Who are the ‘winners’ of the ‘can customers really trust’ them Olympics?

ijgolding

The truth – something most humans would HOPE they are surrounded by, yet in reality are rarely exposed to. From politicians; to acquaintances (and sometimes friends); to family – the majority of people in the world will regularly be either the deliverer or receiver of a white lie. Whilst it is difficult to deny that politicians are perhaps the most frequent exponents of the ‘mistruth’ , there are others who are possibly even more prolific at ‘pulling the wool’

Fashion 164
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Killer Buzzwords of the Customer Experience

InMoment XI

Over the last few weeks, I’ve had to make a couple of calls to one of those companies that we all use and do not have to call very often. It doesn’t really matter which company it was or what industry, as the experience is universal. In this short space, I’m going to talk about one of.

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Why Random Sampling Alone is Not Enough to Ensure Contact Center Quality

Calabrio

Having worked in the contact center industry for many years, I’ve become very familiar with how important random call sampling is to quality assurance. It’s a practice that most, if not all, contact center leaders rely on to measure agent performance and ensure quality customer service. Still, it’s also rather limited in what it can tell you about the overall state of your contact center.

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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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Killer Buzzwords of the Customer Experience

InMoment XI

Over the last few weeks, I’ve had to make a couple of calls to one of those companies that we all use and do not have to call very often. It doesn’t really matter which company it was or what industry, as the experience is universal. In this short space, I’m going to talk about one of.

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Guest Blog: What Improvisation Teaches Us About Customer Service

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Adam Toporek, writes about how important improvisation is in frontline customer service. It is also important to hire customer service reps that care, and who already have the personality to succeed in a customer service position. – Shep Hyken. For those on the front lines of customer service, perhaps the only constant is variability.

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What Did You Contribute to Your Customer Today?

Amity

In a customer-centric organization, every department has a responsibility to the customer. Whether you are developing a product, managing a project, adjusting the balance sheet or writing thought-leadership content, there are multiple activities and responsibilities that have a direct connection to your customers. However, individuals in departments that are not customer-facing are often too caught up in their day-to-day deliverables to recognize that what they are working on is bigger than just

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Save the date! Why Connect 2017 will be our best Summit yet

ForeSee

ForeSee Connect is our annual client summit where the very best champions of CX across multiple industries come together to present new insights on how you can improve your strategy. The post Save the date! Why Connect 2017 will be our best Summit yet appeared first on ForeSee.

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10 Things Digital Transformation Leaders Do Differently

Tricia Morris

In a new MIT Sloan Management Review and Deloitte University Press report, Aligning the Organization for Its Digital Focus , nearly 90% of more than 3,700 business executives, managers and analysts from around the globe say they anticipate their industries will be moderately or greatly disrupted by digital trends. Less than half, however (44%), believe their organization is adequately preparing for this digital disruption.

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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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Thoughts on Customer Experience Strategy: Should All CX Be Awesome?

Forrester

So I visit this coffee shop close to office pretty often. The other day I was waiting in line and I paused to ask myself - why do I keep coming here? I mean, everything about the exercise including the taste is pretty unremarkable. I order, I'm served, I leave. So then why do I repeatedly give them my business? You guessed it. I go there day after day, month after month because it is - wait for it… convenient.

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How to Handle VIP Customers in the Call Center

Talkdesk

Creating company loyalty is obviously a top priority for any business. However, there are also those customers who rise to the top of the list for either how much they invest into your products and services or for their ability to influence and attract potential customers. These top clients deserve to be pampered and catered to for the immeasurable value they bring.

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Headlines are Not All True: American High-tech Success in China is Real

Avaya

What happens when a company is faced with two equally important challenges at once? American high-tech giants—Uber, Amazon, Facebook—are in the midst of this exact scenario. Each of these companies is the epitome of innovation and global success. Yet, they have been challenged to do business in China due to their traditional business models, so true global success is just out of reach.

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Best Customer Service Software for Small Business

LiveChat

So you have a small business and you think that’s the reason your customer service will by some kind of magic be good? Sorry to disappoint you but it won’t be. Even if you don’t have a lot of customers, you still need to put some focus on customer service. What I think could help you is having a customer service software on your website, like LiveChat.

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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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Improving Customer Experience | CX Buzz of the Week (12th August, 2016)

Customer Interactions

Plenty of #CX buzz to get your teeth stuck into this week, with; A piece by Eric Rees [Lesson.ly] interviewing 6 of the top industry experts on areas that are often overlooked in #CX; Brandembassy.com who have featured more in our blogs this month than any other publication, with a great customer service case study by Stephan Delbos; Kerry Butters [Userlike.com] with 4 common online customer service mistakes; Natalie Monetta writing for Jay Baer’s Convinceandconvert.com on quality interactions a

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How to engage millennials for customer insight and marketing

Alida

If there‰’s one generation that marketers can‰’t stop talking about, it’s the Millennials. Brands of all sizes around the globe are trying to engage Millennials and understand what motivates them and drives their attitudes and behaviors. Finally emerging from the shadows of Gen Xers, Millennials now make up the majority of the U.S. workforce. But study after study has shown that Millennials are wildly different from Gen Xers and even from Baby Boomers, the generation that raised them.