Thu.Dec 15, 2016

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Election Poll Failure: Do CX professionals Face a Similar Fate?

InMoment XI

On Wednesday morning of November 9th people all over the world were asking, “How did the pollsters get it so wrong? Have we lost our ability to understand the true sentiment and intentions of a population using surveys, questionnaires and polls?” For those of us in the customer experience space, these results made us step.

Survey 279
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What Does Your Support Tone of Voice Say About Your Company Culture?

Kayako

This is a guest post from our friends over at Recruiterbox. Sarah Caminiti will share why tone of voice in your communication with customers is important, and how it can be used as a unique hiring tool. How do you come across to your customers? Are you received as being professional and reassuring? One of the most vital pieces of building a support team is setting the right tone for your customers.

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Election Poll Failure: Do CX professionals Face a Similar Fate?

InMoment XI

On Wednesday morning of November 9th people all over the world were asking, “How did the pollsters get it so wrong? Have we lost our ability to understand the true sentiment and intentions of a population using surveys, questionnaires and polls?” For those of us in the customer experience space, these results made us step. View Article.

Survey 200
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It’s Not Easy Enough: Simplifying the Experience

Michelli Experience

If you are old like me, you will remember a time when there wasn’t an express checkout line at grocery stores. If you are somewhat younger, you might remember the days before self-checkout lanes were available. This generation of young people will likely tell future generations that they lived in an era when some people actually lined up to give paper money or swipe a plastic card in front of someone called a cashier.

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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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5 ways customer feedback can improve your content marketing strategy

Alida

Did you know that 90 percent of all companies market with content ? Content marketing has become more than a strategy: it’s today’s marketing. Content marketing is more effective and efficient than other marketing strategies, and costs less for a greater return. For example, content marketing costs 62 percent less than outbound marketing and generates more than three times as many sales leads.

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Disband HR at Your Peril – by Chris Humphrey

ijgolding

Thoughts on the role of HR in an integrated customer excellence strategy. Steelcase, a leading designer of cutting edge office environments, invited me to a Cultural Roundtable. Steelcase has lots of research to show that well-designed workplaces can amplify the performance of people, teams and organisations, hence the eclectic mix of designers and human resource directors, debating organisational culture in Clerkenwell, fuelled by a steady flow of champagne and stylish nibbles.

Culture 131
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Health care mergers and acquisitions: Why patients and employees should come first

Alida

In a recent interview with Fox Business Network, Cleveland Clinic CEO Toby Cosgrove, MD, shared why health care will see more consolidation in the next few years. The number of mergers and acquisitions (M&A) will increase, according to Dr. Cosgrove, as the industry grapples with pressures to be more efficient. He sees consolidation as a way for hospitals to gain more purchasing power, reduce redundant services and drive costs down.

Airlines 138
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A Statistical Exercise, NPS is Not

Promoter.io

With Rogue One upon us, we’d like to offer you some sage advice for avoiding the Dark Side of NPS… In a recent post, we showed you how Chime changed the scheduling of their surveys to better align with their customer lifecycle to drastically improve the accuracy of their results. What Chime had discovered was […]. The post A Statistical Exercise, NPS is Not appeared first on Promoter.io Blog.

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Gartner on Content Management Strategies Beyond 2016

Topdown

Gartner’s content and customer communications management (CCM) analysts have been quite busy lately. In the last few articles on our blog, we’ve been going over their recommendations for contextualizing CCM and the customer experience. Now I want to take a closer look at another recent Gartner report, “ Content Management for the Digital Era: Rethinking Strategies Beyond 2016.

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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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Why Small Gestures Speak Volumes about Your Brand

Teletech

Maybe it was a smile, a handwritten note, or just being greeted by name--a small gesture that makes you feel like a valued customer. In today's data-driven and digital-first world, it's easy for businesses to overlook the value of making a genuine connection with customers. But that's precisely why more companies need to pay attention to details like customer-centric gestures. .

Brands 47
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VOC Leaders: How MSC Industrial Supply leverages CX data to gain an edge (video)

ForeSee

Amy Gableman is a Customer Experience (CX) advocate and UX designer at MSC Industrial Supply, one of the nation’s largest direct distributors of metalworking, maintenance, repair, and operations (MRO) products. The post VOC Leaders: How MSC Industrial Supply leverages CX data to gain an edge (video) appeared first on ForeSee.

Video 49
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Jump into Proactive Social Customer Service

Clarabridge

Customer experience expert Blake Morgan recently published an article on Forbes.com called “ Two Examples Of Proactive Social Customer Service.” In the piece, she writes about Tesco and Brooks Brothers, two brands with mature social customer care programs. But what if you are new to social customer care? Can you really provide proactive social customer service?

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It's Here! Forrester's Consumer Privacy Segmentation

Forrester's Customer Insights

For over a year now, I and several colleagues on our Technographics and Data teams have been working on a completely new way to understand consumers' complex feelings about privacy and personal data. The effort was inspired by Forrester's brand mission to challenge thinking, and lead change. We've been researching consumer privacy for a while now, but we wanted to bring it to life, and to provide our clients a way to assess their own customers' privacy sensitivities in order to b

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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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Jump into Proactive Social Customer Service

Clarabridge

Customer experience expert Blake Morgan recently published an article on Forbes.com called “ Two Examples Of Proactive Social Customer Service.” In the piece, she writes about Tesco and Brooks Brothers, two brands with mature social customer care programs. But what if you are new to social customer care? Can you really provide proactive social customer service?

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“Everyone Who Isn’t Us is the Enemy.”

dscout People Nerds

dscout + privacy: How we protect our scouts’ information.

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State of Customer: What I Learned During 2016

Maz Iqbal

Some years I find myself working on matters of strategy. Other years I find myself with ‘dirty hands’ working at the coalface – helping organisations build capabilities, and deal with operational challenges in the areas of marketing, sales, service, and CRM. 2016 has been a year where I have worked both on strategy and operations. … Continue reading "State of Customer: What I Learned During 2016".

CRM 59
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State of Customer: What I Learned During 2016

Maz Iqbal

Some years I find myself working on matters of strategy. Other years I find myself with ‘dirty hands’ working at the coalface – helping organisations build capabilities, and deal with operational challenges in the areas of marketing, sales, service, and CRM. 2016 has been a year where I have worked both on strategy and operations. … Continue reading "State of Customer: What I Learned During 2016".

CRM 55
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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