Thu.Oct 13, 2016

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Modernize Leadership: Detect and Disseminate

Experience Matters

In a previous post, I described how today’s management techniques reflect outdated assumptions of technology-enabled practices, human behavior, and the meaning of success. That’s why organizations must shift to what I’m calling Modernize Leadership. I’m writing individual posts for each of the eight key changes required to modernize leadership.

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The Customer Side of Mystery Shopping

InMoment XI

In my last article I reviewed what mystery shopping is and how it has been used in the past and today by companies to identify any gaps towards their service standards and metrics. Also I mentioned how the mystery shopping industry continues to change and evolve and provide their clients with valuable information. One such. View Article.

Metrics 200
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3 Reasons Your Brain Won’t Let You See the True Customer Experience

Experience Investigators by 360Connext

We’re giving our brains a real workout when dealing with customers. We do our best to see the experience from the their perspective, to empathize with their issue and find the best solution, and simultaneously use processes and procedures to move the interaction to its next logical step. We use our own lens to view the experience while trying to […].

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The Customer Side of Mystery Shopping

InMoment XI

In my last article I reviewed what mystery shopping is and how it has been used in the past and today by companies to identify any gaps towards their service standards and metrics. Also I mentioned how the mystery shopping industry continues to change and evolve and provide their clients with valuable information. One such.

Metrics 200
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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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Market research as a profit center: How smart companies use customer feedback to generate revenue

Alida

One of the biggest disruptions in the market research industry is the monetization of the research practice. According to research expert Ray Poynter, more insight teams are generating revenue by providing market research data and other value-added services to partners, sponsors and advertisers. Driven by new technologies like insight communities , this trend is one of the consequences of the move towards faster and cheaper research.

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Customer defection: Prevent it in three quick steps

Customer Bliss

Every leader I’ve ever worked with is concerned about, and wants to prevent, customer defection. As we all know, though, customer defection does happen — and often it happens because of unclear issues around that same leadership. For as much as the modern business world is beginning to talk about “culture,” many people miss the point.

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3 Steps To Better Customer Research

Kerry Bodine

In a recent post, I talked about the trade-offs between quantitative and qualitative research. Here’s a quick summary: Neither is better than the other. Rather, they each have their relative strengths and weaknesses. But in order to get the most out of each research method, you need to properly sequence quantitative and qualitative research activities during your customer research efforts.

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Location, location, location: The key to real estate – and VoC – value

OpinionLab

The CX LabNotes blog has long been a proponent of the power of customer-initiated engagement – that is providing your customers with the opportunity to talk to you on their terms whenever, wherever and however they want. Empowered customers – after all – are the key to improved CX. As OpinionLab co-founder Rand Nickerson said on this very blog back in March : “If you look at the truly successful companies, the ones that emerge are the ones that concentrate on enabling their customers to engage

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Six essential strategies to increase customer satisfaction

Bold360

Silence is one thing, satisfaction is another, as every customer experience manager knows or will soon learn. As one oft-cited statistic in marketing circles makes clear, 91-percent of dissatisfied customers will never breathe a word of their discontent (to the company, that is). They will simply move their business elsewhere – and take their grievance public in all of their social circles and social media haunts.

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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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Introducing ForeSee CX Suite: One solution to manage all your CX Intelligence needs

ForeSee

Over the years, our clients have told us that they struggle with data deluge, channel proliferation, and an overwhelming number of choices when it comes to technologies and partners to help manage their customer experience needs. Well, we hear you. And today, we’re excited to share how ForeSee is addressing these challenges. The post Introducing ForeSee CX Suite: One solution to manage all your CX Intelligence needs appeared first on ForeSee.

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How Advertisers Can Navigate the Private Marketplace: A Beginner's Guide

iPerceptions

This is the third blog post in a series that examines different programmatic media buying tactics. In my first blog post, I looked at how programmatic media buying works , the second article detailed how to run prospecting campaigns. In this post, I will outline how to navigate the private marketplace.

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Location, location, location: The key to real estate – and VoC – value

OpinionLab

The CX LabNotes blog has long been a proponent of the power of customer-initiated engagement – that is providing your customers with the opportunity to talk to you on their terms whenever, wherever and however they want. Empowered customers – after all – are the key to improved CX. As OpinionLab co-founder Rand Nickerson said on this very blog back in March : “If you look at the truly successful companies, the ones that emerge are the ones that concentrate on enabling their customers to engage

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Coaching for Better Sales Performance

Customer Interactions

Sales managers often dedicate a tremendous amount of time to tracking sales performance data and motivating their team. Of course, there’s nothing wrong with keeping score and providing encouragement. But these activities may not be as valuable as sales managers think they are.

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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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Connecting Customer Experience and Your Brand Promise

Daniel Group

If your company is looking to strengthen its brand, consider including the customer experience as a key component of your strategy. The customer experience matters, because brands are built on promises made real. Consciously or subconsciously, your customers compare what. Read More. The post Connecting Customer Experience and Your Brand Promise appeared first on The Daniel Group.

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Engage Every Guest like a VIP

ENGAGE.cx

Did you ever wonder what it felt like to always be treated like a VIP? Imagine you’re a VIP in a scenario you have encountered on your last vacation or business trip. It starts with you jumping online to check out the availability with your favorite hotel company at your targeted destination. While you are checking out the property, the company website recognizes you and your preferred customer status, remembers you like a corner non-smoking room, and extends you an offer of an additional 10% of

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Why Did My Customer Disappear?

Customer Interactions

Quick Insights Analytics Helps Clarify Why Customers Do or Do Not Achieve Desired Outcomes

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Infectious Communication

Smith+co CX

Infectious Communication. Adj - When customers do the marketing for you. Traditional, above-the-line marketing, TV advertisements, paid web ads, and print etc, is facing an unforgiving and evolving market as consumers have more platforms to screen stuff out or dismiss it as ‘just marketing hype’. With a rise in tv-recording software and web upgrades to ad-free platforms, traditional advertising is becoming an obsolete pastime for lots of consumers.

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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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Coaching for Better Sales Performance

Customer Interactions

Sales managers often dedicate a tremendous amount of time to tracking sales performance data and motivating their team. Of course, there’s nothing wrong with keeping score and providing encouragement. But these activities may not be as valuable as sales managers think they are.

Sales 28
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The History of Customer Service: Ticket Troubleshooting to Proactive and Personal

Kayako

Can you imagine a world where customer service was over physical mail? You sit down at your typewriter, write out a wordy letter, send it into the head office that’s located halfway across the country, and wait a few weeks for a reply? Or, go further back in time: you purchase an item from an independent store, and when you get home you find it’s defective.

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Changing the Lagging Face of Public Safety with Smart Networking Solutions (Part 4)

Avaya

In part I of this series , Avaya Vice President and Chief Technologist for Software-Defined Architecture Jean Turgeon opened up a much-needed conversation about the current state of public safety and E911. My colleagues Mark Fletcher and Markus Bornheim followed up with pieces on E911 response times , lack of location data and the technology available to solve these issues.

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What is Programmatic CRM? [Infographic]

Blueshift

Programmatic CRM is a technology that enables marketers to be customer-centric and leverage real-time behavioral data to reach every customer on an individual level throughout all of your marketing channels. Bringing Programmatic CRM into your marketing stack enables marketers to finally automate the delivery of consistent and delightful user experiences on every channel with true […].

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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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What is Programmatic CRM? [Infographic]

Blueshift

Programmatic CRM is a technology that enables marketers to be customer-centric and leverage real-time behavioral data to reach every customer on an individual level throughout all of your marketing channels. Bringing Programmatic CRM into your marketing stack enables marketers to finally automate the delivery of consistent and delightful user experiences on every channel with true […].

CRM 40