ijgolding

DECEMBER 19, 2016

Having been involved in the world of Customer Experience for many years, nothing should really surprise me – I have very much witnessed the good, the bad and the ugly of business behaviour. However (there is usually one of those in my posts!!), every now and then, something happens to me or someone in my network that doesn’t just surprise… it shocks.

Feedback 162

Feedback Examples Survey Customers 162

NICE inContact

DECEMBER 19, 2016

For many years I have been a practitioner of both customer experience (CX) and Six Sigma , so I can personally speak to the unmatched advantages of bringing these two disciplines together. Independently, both Six Sigma and CX are powerhouses at driving business results, and when combined correctly, they provide a strong one-two punch for your organization.

Customer Experience 140

Customer Experience How To Entertainment Measurement 140

Beyond Philosophy

DECEMBER 19, 2016

On Black Friday, American retailers kicked off the holiday shopping season by opening their doors in the middle of the night, offering steep discounts, and giving away 100 percent of the money they took in. Wait – what was that last one? This year, outdoor clothing retailer Patagonia announced that it would give 100 percent of its Black Friday retail and online sales to grassroots environmental organizations.

Sales 114

Sales Banking Retail Effort Score 114

Wired and Dangerous

DECEMBER 19, 2016

As 2016 draws to a close it is a time to reflect on all of the good that came from the past year and to express our sincere gratitude to all of those who helped make the year the very best it could be. “Thank you!” These are arguably the two most powerful words in the English language. Customers love to hear and feel a sincere “thank you”. Imagine what would happen to your business if everyone increased their use of these two words with associates and customers.

Fashion 70

Fashion Communication Customer Expectations Customers 70

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Amity

DECEMBER 19, 2016

This year, we had a great time collaborating with Customer Success experts from all corners of the industry to bring you thought-provoking, fun, and helpful pieces. We know there's a lot out there, so we decided to put together a list of some of our favorite posts from 2016. Now you know where to start when looking for some holiday readings and new year resolutions!

Innovation 0

Innovation Customer Success Software Management 0

Martin Hill-Wilson

DECEMBER 19, 2016

A proactive service strategy is based on anticipating your customer’s’ needs. It’s about getting there before customers consciously recognise the need to make contact. The secret is to look for patterns of repeated behaviour in your customer journeys. Front line feedback is good enough to trigger awareness. Interaction analytics and a peppering of machine learning are even better.

Strategy 40

Strategy Analytics Customer Journeys Feedback 40

Smith+co CX

DECEMBER 19, 2016

This morning I read that 7 in 10 shoppers never return to a store after a bad experience. The Market Force Information study also showed that the most common complaints included slow service, named by 68% of shoppers, unavailable items (52%) and unknowledgeable staff (50%). It seems that for some brands, their marketing efforts sign cheques that their CX cannot cash.

Advertising 34

Advertising Hotels Video Study 34

dscout People Nerds

DECEMBER 19, 2016

A dscout People Nerd and connector of multicultural research threads.

40

40

ShepHyken

DECEMBER 19, 2016

Each week I read a number of customer service articles from various online 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. 5 Technologies for Delighting Connected Customers by Vala Afshar. (Next in Tech) Consumers and business buyers expect emerging tech to change their experience with your company.

Social Media 74

Social Media Customer Service Mobile Customer Service Customer Service Training 74

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