Wed.Oct 17, 2018

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Take Action with These 3 Steps to Help Your Customers Achieve Their Goals

Customer Bliss

How easy do you make it for customers to get what they want when they want it? Do you understand how your customers’ lives affect their desires? What do you do to consider their desires, needs, concerns? Once you have that information, how will you improve your customer journey and experience? Make-mom-proud companies take a human-centered approach when engaging with customers.

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What Does the Future of #CX Look Like?

CX Journey

Image courtesy of Pixabay I'm already seeing it: people are starting to talk and write about customer experience trends for 2019. It's only the start of Q4! We haven't even made it through 2018 yet! Still lots of time to make things happen. (Right?!) Regardless, I'm not big on talking about customer experience trends for the new year any more. I have in the past, but I gave up a couple years ago.

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Customer Experience Mapping: Empathy Maps

Interactions

OCTOBER 17, 2018 As brands try to differentiate on customer. Read more » The post Customer Experience Mapping: Empathy Maps appeared first on Interactions Resource Center.

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3 Leadership Buzzwords that Exist for the Best Reasons

Experience Investigators by 360Connext

Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. According to the report, the list of buzzwords is growing. And I agree. Leaders toss around terms like “engagement” and “transformation” in ways that make those terms seem less important than they are.

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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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For Employees, A Positive Impact Means More Than Money

Experience Matters

In our latest consumer benchmark study, we asked more than 5,000 U.S. employees what they felt was the most important thing they want to accomplish at work. The top motivator, by a very large margin, is Making a positive impact. This option was chosen three times more frequently than the next highest option, Earning a lot of money. I also examined the data by age groups.

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3 Leadership Buzzwords that Exist for the Best Reasons

Experience Investigators by 360Connext

Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. According to the report, the list of buzzwords is growing. And I agree. Leaders toss around terms like “engagement” and “transformation” in ways that make those terms seem less important than they are.

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How Cannabis Retailers Can Responsibly Sell Marijuana

IntouchInsight

There are many nuances with the laws and regulations of the recreational use and sale of cannabis. Here's how cannabis retailers can responsibly sell marijuana.

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Advance your CX Work by Uniting the C-Suite in Their Commitment and Accountability

Customer Bliss

In my latest vlog post , I explain 4 different potholes to avoid in order to advance your CX work, and today, I’m sharing excerpts from previous interviews with two experienced C-Suite leaders who successfully incorporated some of these tactics within their first year as a CCO. You’ll hear from Brian Lilie , CCO and Head of Technology at Equinix , the world’s largest IBX data center & colocation provider, and Isabella Lau , CCO and CMO at Manulife , a Canadian multinational insurance c

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Mattress Firm’s Contact Center Rises and Shines – Improving QA Scores and Average Handle Time

NICE inContact

As the leading specialty bedding retailer In the U.S., Mattress Firm has carved out a unique—and healthy—niche in the $29 billion bedding industry. The company offers a variety of mattresses and related products at competitive prices, and customers obviously approve: They’ve propelled Mattress Firm to over $3.8 billion in annual sales (2016). But the Houston-based company was losing sleep over its two contact centers.

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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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Three Lessons from Apple on How to Amaze Your Customers

ShepHyken

There is a lot we can learn from great companies, big and small. Many books have been written about companies like Disney, Nordstrom, Ritz-Carlton and Apple. And, once we learn how they do it, the key is making it work for our companies. It’s not about just learning, but also about executing on what we learned. The reason I bring this up is that I was reading an article about the top global brands.

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The ROI of IoT Investments in Field Service

Alliance by IFS

In this report, see how IoT applications drive value in operations, analytics, business decision making, customer experiences, and more. In 2018, 42% of field service organizations have already incorporated Internet of Things (IoT) into their business, and 31% are planning to incorporate it in the next two years. They’ve matured beyond speculating about the possibilities of IoT and have started to take action.

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Life is just a series of freshman years!

Innovative CX

My adult children have grown tired of me saying this phrase repeatedly, but it still rings true for me. Deciding to begin a new venture brings with it all the anxiety, worry and irrational fears as did my first day in high school or orientation week at college. Yet, it also brings a certain element of anticipation and excitement as I venture into new yet familiar territory.

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3 Ways Competitive Mimicry actually is Flattering

One Millimeter Mindset

Competitive mimicry abounds in today’s overwhelmed, often socially-driven, marketplace. Not only that: we have daily cognitive overload trying to discern whether content and “facts” are real, let alone original. Let’s face it. At this point, there are very few original ideas. Unless, of course, these ideas are so unique, novel and provocative that they shift paradigms.

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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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Powering the User Experience with Tableau Extensions

North Highland

When deploying business solutions with clients, we often hear requests for custom functionality not supported by core Tableau functionality. When implementing a Tableau dashboard, clients frequently request the ability to write back to a database directly from a dashboard, so that updated data can be immediately analyzed within Tableau. Until recently, this functionality was not possible, and we needed to recommend sub-optimal workarounds that never fully put the power in a user’s hands.

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Conquering Customer Service Issues: 9 Tips to Build Customer Loyalty

Method:CRM

[…]. The post Conquering Customer Service Issues: 9 Tips to Build Customer Loyalty appeared first on Small business insight from the #1 QuickBooks CRM.

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The Greatest Hotdog Vendor Ever | Get Your Masters In Customer Experience

The DiJulius Group

The Greatest Hotdog Vendor Ever To get the greatest hotdog ever, you need to find the greatest hotdog vendor. The best hotdog vendor I have ever seen can be found at Progressive Field, the Cleveland Indians baseball stadium. Sean is not just an ordinary hotdog vendor. He provides a memorable unique moment with every customer. Read Full Article. The post The Greatest Hotdog Vendor Ever | Get Your Masters In Customer Experience appeared first on The DiJulius Group.

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12 Customer Success Best Practices That Can Positively Impact Your Work as a CSM

ClientSuccess

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful.

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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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Everything You Need to Know about Google My Business Reviews

ReviewTrackers

It’s a fact; businesses need to utilize Google My Business (GMB) reviews. A major reason is because of Google reviews’ overall popularity. A survey shows 63.6 of consumers check Google reviews (more than any other review site) before visiting a business. In addition, 21 percent of consumers believe Google reviews to be one of the most important factors when searching online for businesses.

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Emotionally Intelligent Customer Service: A Key To Growing Customer Engagement And Loyalty

Micah Solomon

[Originally published in Forbes.com. The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. (Here are three ways to reach Micah: email, chat, web). Great customer service has the potential to build customer engagement and loyalty by providing your business with a way to make an emotional connection with its customers.

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Not such an Easylife customer service

Helen Dewdney

I often get asked about the last complaint I made and I always say it is about the principle of complaining however much the amount. I complained about less than a fiver on behalf of my mother. Here’s the story! The order. On the 12th January she ordered from Easylife: gloves at £14.99, boots at £14.99 and a wallet for £9.99, making the total £39.97.

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Social Analytics Spotlight: Louis Vuitton and the Case for Passion

NetBase

Status is everything for luxury brands. Without it, you’re just another handbag/apparel/jewelry company fighting for your spot in a crowded market. So how do you measure such a crucial metric effectively? The NetBase Best Practices Spotlight: Louis Vuitton explains how to use social analytics to ensure you’re where you want to be in your category. Here’s a sneak peek: What Differentiates Luxury from Ordinary?

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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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6 IT Trends That Will Bring Breakthrough Changes in 2019

transcosmos Information Systems

We have been going through rapid technological advancements since the beginning of the last decade that resulted in massive changes in the economic, political, and societal landscapes around the world. Technology has indeed established itself as one of the largest spectrums of human activity, giving credence to the potentially limitless power of the human mind.

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CX Essentials: Doing Continuous Improvement Feedback The Right Way

Rant And Rave

Most brands and businesses are aware of the benefits behind capturing feedback throughout the customer journey. Rather than waiting until the end of an experience to send a survey to the customer (which then requires analysis), many are instead asking customers about their experience as they go.

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Omnichannel Tips from Customer Service Summit

Think Customers

At Incite Group’s Customer Service Summit, executives and thought leaders discussed how to deliver the best customer service in a growing omnichannel world. A big theme was how to utilize AI and chatbot technology as an effective tool on digital platforms while maintaining the human aspect that’s so essential for care. Messaging apps, such as WhatsApp and Messenger, were a hot focus.

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Beaurepaires and inQuba: Embracing Customer Centricity

inQuba

Australian National tyre retail chain Beaurepaires uses inQuba’s real-time Customer Experience (CX) management solutions to enable them to know what their customers really want – and how to give it to them. For Rob Lewis, vice president of Beaurepaires, a network of 230 Australian tyre retail outlets owned by Goodyear, the idea of customer centricity was something the company desired, but didn’t really know how to go about implementing.

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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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7 Call Center Games For Better Customer Service

Playvox

Keeping customers satisfied is a priority in every call center, but we all know maintaining high satisfaction rates can be an ongoing challenge. Customers expect to receive help from well-trained, polite, honest call center agents in every communication. The quality of the support they receive has a direct impact on their overall experience — and letting them down makes them extremely unlikely to return.

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So You Want to Build Your Customer Success Platform In-House?

Gainsight

Humans are a resourceful species. But sometimes in an effort to save time and conserve resources, we end up expending more. It’s the age-old software evaluation question: Do we build in-house or buy an existing platform? Each side has their pros and cons, but they’re irrelevant if you don’t think long-term. What may seem like a leaner option now can end up becoming incredibly cumbersome as your team grows and your list of needs becomes longer.

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Digital Myth No. 4: Your Company Needs A Digital Strategy

Forrester's Customer Insights

When your CEO asks you for your digital strategy, you could go away and huddle up with your team for a month and produce some voluminous document full of TLAs only to have it sit on the shelf for the next two years. Instead, simply give your CEO a copy of your business strategy. After […].