Thu.Mar 09, 2017

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Maximizing the “Uncontrollable” in the B2B Customer’s Journey

InMoment XI

For many business-to-business (B2B) companies, relationships with customers are ongoing, which gives these companies the opportunity to improve on relationships over time. Typically, these companies first take the information they obtain from customer journey mapping to make internal improvements to their own processes with an eye toward making the customer experience better.

B2B 200
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The talent strategy side of customer experience

Customer Bliss

If you’ve been listening to my podcast — I can’t believe we’ve done 41 episodes — one of the topics that comes up a lot is talent strategy. That is somewhat of a broad term, but here I take it to mean “getting the best people possible and retaining them.” Most CCOs will mention talent strategy when they talk to me, either on my podcast or in client work.

Strategy 178
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Maximizing the “Uncontrollable” in the B2B Customer’s Journey

InMoment XI

For many business-to-business (B2B) companies, relationships with customers are ongoing, which gives these companies the opportunity to improve on relationships over time. Typically, these companies first take the information they obtain from customer journey mapping to make internal improvements to their own processes with an eye toward making the customer experience better.

B2B 200
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CSAT Survey Best Practices

IntouchInsight

What do customers think about your brand? Are they satisfied with your customer service? Do they think there are areas where you could improve? Knowing the answers to these questions is critical in your efforts to win new customers and maintain existing ones, because when your customers aren’t satisfied, you risk losing business to your competitors.

Survey 121
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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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Is your omnichannel strategy customer-centric or self-centric?

OpinionLab

Omnichannel is an area where many organizations have been investing time and money over the last few years. By enabling seamless communication across online and offline channels, omnichannel strategies should equally benefit both companies and their customers. However, a common mistake many organizations make is taking a self-centric approach to the omnichannel versus a customer-centric one.

More Trending

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Connecting with your Consumer with a Virtual Customer Assistant – the Future of Customer Service

Bold360

Technology has progressed astronomically in the last decade, and its ripple effects are felt in every business, in every field. Consumers no longer peruse and purchase in the same ways, and we cannot approach them as we used to. As Forrester posited, we are in the Age of the Customer, and in this era of immediacy and availability, offering digital self-service is a requirement for any company hoping to provide high-level service for consumers.

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Yelp and Facebook Reviews Differ in Emotion, According to New Study

ReviewTrackers

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: reviews on Facebook are more emotional compared to reviews on TripAdvisor and Yelp. Subscribe to receive these stories and more every week in your inbox. Email *. Phone This field is for validation purposes and should be left unchanged.

Study 50
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The New Loyalty – Measuring Brand Stickiness (part 2 of 3)

ENGAGE.cx

Part 2 – Creating Loyalty with Customer Experience and Location. Go to Part 1 . Cross-channel Customer Experiences and Product Shopability. Click to download The New Loyalty 3 part series. In 2016, major brands like Walmart, REI, Belk and Target announced that omni-channel customers – or those that shopped across multiple channels – spent on average 2-4 times more than the average customer.

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Heading to Shoptalk? Visit ForeSee’s booth for exclusive CX insights

ForeSee

So you’re heading to Shoptalk on behalf of your company hoping to return armed with fresh ideas to drive business results throughout 2017. Sound about right? If so, you can’t. The post Heading to Shoptalk? Visit ForeSee’s booth for exclusive CX insights appeared first on ForeSee.

Company 40
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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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Talkdesk vs. Five9: Contact Center Software Review

Talkdesk

When it comes to making a decision about which contact center software to use for your team, the choice often comes down to two different solutions. In situations like that, third-party business review sites can be a great resource for objective head-to-head information. Recently, G2 Crowd reviewed the contact center software industry, collecting reviews from individual users and synthesizing the results into overall ratings.

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CEM maturity model pt 5: Assessing the customer-centricity of your tools and processes

MyCustomer

Voice of the Customer. Assessing your CX tools and processes.

CEM 40
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8 Customer Service Skills to Boost Your Career

Kayako

Continuous professional development can transform your career trajectory. For a customer support rep, you can become better at your job in ways you never expected by developing the right skills. We asked our customer support advocates at Kayako about new activities and skills that helped to further their careers. Here are their great insights. You can build on each of these eight customer service skills substantially, and give yourself an advantage through your resume, job application, and ace a

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Google My Business Bulk Location Feature for Multi-Location Businesses

ReviewTrackers

If you have a multi-location business, then time is of the essence. Marketing efforts should always be leveraged to work across every unit for cost and time efficiency, and to ensure brand alignment. When it comes to online brand presence, you are probably well aware of the importance of Google My Business as a means to improve your online exposure, ranking, and the ability for your customers to engage with your business using Google tools such as Maps, Knowledge Panel click-to-dial and Google S

Tools 72
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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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The Rise Of Call Center Inbound Jobs In The Philippines

Magellan Solutions

Sleek office buildings, Uber cabs, 20-something call center agents hitting the bars and restaurants to unwind at 5 or 6 a.m., some in sweats and others dressed to the nines in corporate attire – welcome to the Call Center Capital of the World, where a single industry has transformed an entire nation and helped create a new middle class. The country’s call centers are some of the world’s finest, having overtaken their Indian counterparts over the last few years and emerging as a global dest

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How Effective Are You at Operational Management?

Verint

Is your organization struggling to achieve its performance goals due to operational silos? If so, you’re not alone. I see this time after time across industries and company cultures. Data, systems and processes differ from group to group. Wouldn’t it be great if the key management processes across the organization were consistent—with a single repository for operational data?