Mon.Aug 13, 2018

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4 Ways to Stop Being a Business of No

Steve DiGioia

you gotta be kidding with all these rules. This original article was written by Steve DiGioia. You took out a big loan to open your business; maybe even got a second mortgage on your home. Then, product and supplies were ordered on credit cards. You even convinced your spouse and kids to work there because there’s no money left for payroll. But you opened a “business of no”.

Policies 189
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How Does a Plant Closure Help Customer Experience?

Heart of the Customer

This is a guest post written by one of our very own Lead Consultants, Jean Fasching Recently, I ran across a Yahoo Finance post that announced the closure of a plant that produces high fructose corn syrup and industrial starch. In it, an executive mentioned that the closure would help improve Customer Experience commitments. It was a technical […].

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5 Customer Satisfaction Metrics You Need to Track

ReviewTrackers

Tracking the right customer satisfaction metrics will help you better understand how to retain your current customers — as well as attract new ones. In an increasingly crowded marketplace, merely being able to sell your product or service doesn’t always guarantee business growth. You also have to make customer satisfaction a top priority. It’s a key competitive differentiator that will increase your customer lifetime value, strengthen your brand reputation, and positively impact your bottom line

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10 Funny Customer Experience Cartoons

Omnicus

Lessons Learned Through Laughter.

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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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The Power of Positivity

Horizon CX

My colleague and HorizonCX business partner Joe Camirand wrote a recent blog around The Power of a Smile. Consider this a companion blog that looks at the broader concept of being positive, to which a smile certainly belongs and serves as a great starter. In the world of customer experience, a smile can certainly be detected even when the customer isn’t present—especially over the phone—and lack thereof can lead to poor customer experiences that can often compound themselves and lose business i

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5 Top Customer Service Articles for the Week of August 13, 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. Are You Making This Critical Connection With Your Customers to Strengthen Relationships and Drive Loyalty? by Steve Bernstein.

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7 IT Myths That Need to Be Confirmed or Busted

transcosmos Information Systems

Businesses across every industry have made improvements by leaps and bounds through the integration of advanced technology, and along with it, upgrades in their information technology infrastructure. While businesses like BPO companies have been upgrading theirs, innovators who are steps ahead have revolutionised some processes in their respective industries.

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Is Artificial Intelligence Overhyped?

Oracle

Artificial intelligence is one of the most hyped-up and talked-about technologies in customer experience. But is it possible that AI is being over-hyped? We asked CX leaders including Michael Krigsman, Industry Analyst, CXOTalk ; David Mingle, Principal, CXAdvisors Group , and Brian Friedman, VP of Strategic Global Sales, SoftClouds for their opinions on the subject.

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Belief Boundaries: Coaching as a Powerful Way to Unlock Sales Potential

Integrity Solutions

Few activities are considered as important as sales coaching. So why do so many companies still struggle to make coaching pay off? Originally published on The Sales Management Association. By Mike Esterday. Coaching is pivotal to maximizing sales potential. This is not a radical statement. If you’ve been in a sales management position for any length of time, it’s not even news.

Sales 56
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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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Develop Your Professional Zen for Customer Experience Success

One Millimeter Mindset

Professional Zen is a valuable professional characteristic to have. Especially when the goal not only is to acquire clients, but also to retain them. It becomes a matter of how we leverage customer experience, long-term. The non-religious use of the term, Zen , describes a state of calm attentiveness in which one’s actions are guided by intuition rather than by conscious effort.

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3 Ways to Streamline Customer Communications and Reduce Operating Costs

Topdown

Effective customer communication involves more than screaming messages at your audience.

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Home Services Industry Review Management Tips & Insights

Grade.us

Every business needs reviews. Home services industry companies need to pay more attention to reviews than most. Great reviews help contractors meet the unique challenges they face when they try to earn customers. The Special Struggles of Contractors. Challenge #1: Home services businesses face a bigger barrier to trust than almost any other type of company.

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Belief Boundaries: Coaching as a Powerful Way to Unlock Potential

Integrity Solutions

Originally published on The Sales Management Association. By Mike Esterday. Coaching is pivotal to sales success. This is not a radical statement. If you’ve been in a sales management position for any length of time, it’s not even news. It’s now well-established that a strong coaching culture is something high-performing companies have in common. In study after study, coaching is shown to play a key role in driving sales performance and revenue achievement.

Sales 42
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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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RIP, IRESA: ENERGY REMINDED TO BEWARE THE WRATH OF THE CUSTOMER

Thunderhead

Iresa’s demise reminds the Energy Sector: Beware the Wrath of the Customer. The demise of Iresa last month came as little surprise to those familiar with its short history. I can imagine it’s been a tough two years for the company, founded on “a passion to build something special.”. Special is certainly one way to describe Iresa’s fortunes. The company was forbidden by Ofgem from taking on new customers in April 2017, again this March and in June 2018, that ban was extended indefinitely.

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Data-driven Culture ‘Is Essential For Businesses’

Merkle

More and more businesses are becoming adept at collecting information from their clients and customers in a bid to analyse this data and move their company forward by targeting their clientele with the best products and marketing prospects, and beating off stiff competition. However, every business with the right staff who can understand the results of data analysis could have all the information they need for an advantage over their competitors and develop further in their own industry.

Culture 40
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Great Customer Experience Strategy Examples You Must Follow

Helpware

The term “customer experience” is making its way into the popular business vernacular today, however, it seems as if many individuals are using the term without fully understanding the true meaning. When customer service experts, like a VP of Customer Success or VP of Customer Support, talk about “customer experience” they are not just referencing individual interactions a specific customer has had with a company or organization.

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Are your digital projects dangerous?

Quadient

It started out as a beautiful early September Sunday morning where I left home for a long bike ride, eager to check out the new expanded bike lane that had just been added north of our place. Halfway through the ride the weather quickly turned, and I went from riding in full sunshine to racing home through a torrential downpour.

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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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Technology to Help Mobile Salespeople Ace Their Customer Service

CSM Magazine

Around 72% of businesses say that improving customer experience is key to achieving their goals, yet only 63% of marketers have turned to new technology to help them achieve this goal, according to research by Forrester. Sending confused clients support emails, considering handwritten rather than typed messages, or thinking ahead so as to ease customers’ experience with your products and services can help, but all these efforts need to be backed by technology if you want to stay at the top of yo

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Three Clever Ways to Know the Competition Better

C3Centricity

What is the secret to success in business? That’s easy! It’s how well you know the competition. Alright, maybe this is a slightly over-simplified perspective, but it always surprises me how many companies work with a primarily internal focus. I have written many posts about knowing your customers, such as “Why Customers Are The Answer To All Your Problems (If You Ask the Right Questions).” Watching and listening to them in order to fully understand their rational needs a

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3 Ways the Best Brands Do Omnichannel Right

Experience Investigators by 360Connext

Have you had enough of the term omnichannel? It blasted into our vocabulary a few years ago, shoving out multichannel as the preferred ubiquitous business speak of our time. Omnichannel paints a picture of an all-knowing customer journey. It’s agnostic about your specific channel sins, and instead is forgiving and welcoming to all. It’s an inclusive way to invite more customers into your well-prepared and personalized customer experience.

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Interaction Reviews: Quality Assurance for Support Teams

Help Scout

If you have more than five customer support agents and thousands of customer conversations per month, you may feel anxious about your lack of insight into the quality of all those interactions. Interaction reviews — a quality assurance process for customer support — can relieve that anxiety. Your company is growing like wildfire, together with your support backlog.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

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3 Ways the Best Brands Do Omnichannel Right

Experience Investigators by 360Connext

Have you had enough of the term omnichannel? It blasted into our vocabulary a few years ago, shoving out multichannel as the preferred ubiquitous business speak of our time. Omnichannel paints a picture of an all-knowing customer journey. It’s agnostic about your specific channel sins, and instead is forgiving and welcoming to all. It’s an inclusive way to invite more customers into your well-prepared and personalized customer experience.

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6 Powerful Phrases To Provide Happiness To Your Customers

Call Center Pros

We choose words every day. When speaking, writing, requesting and deciding. We use some words and not others. Everybody does it. Why? Because the words we choose, create meaning and mission in our lives and relationships. After all, providing great customer service means to know just what to say, when, and the best way to say it. But communication is hard and complicated.

Hotels 40
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[Infographic] Customer Success Metrics Cheat Sheet

Amity

Metrics, metrics, metrics. everyone is looking to better understand their customers and the outcomes of their customer success efforts. There are so many options, it can be hard to get a clear idea of what to keep track of, and where to focus our attention. To help you out, we made this quick cheat sheet that summarizes the key data points you should be watching out for.

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