Mon.Sep 19, 2016

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5 Ways to Guard Against Survey Manipulation

InMoment XI

I’ve been in the automotive industry for some time and concerns about dealership attempts to interfere with the customer satisfaction measurement process have been around for a long time as well, but lately they seem to be intensifying. Do you know how to guard against survey manipulation? My hope is this blog will give you.

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2016 Temkin Emotion Ratings (Publix, Chick-fil-A, and Residence Inn Are the Leaders)

Experience Matters

For the previous five years, we’ve measured emotion as part of the Temkin Experience Ratings (TxR). This year, we examined 294 companies across 20 industries based on a survey of 10,000 U.S. consumers (see methodology section below). The TxR examines the three elements of customer experience: success, effort, and emotion. In this post, I examine the results for the […].

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The importance of EARNING authority as a Customer Experience Professional

ijgolding

During my career as a Customer Experience Professional, my opinions, points of views and suggestions have been rebuffed on many an occasion. I have been accused of being lots of things over those years – from being ‘emotionally immature’, to ‘ignorant’, to perhaps the most humiliating of all – ‘insignificant’! At the time, the branding of me and my profession in this way was very hard to take.

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3 Free Sure-Fire Tips That Revive The Customer Experience

Steve DiGioia

do what's in the best interest for me, not your wallet This original article was written by Steve DiGioia. Don’t hard-sell me. I don’t like it and I promise you won’t change my mind. Touting the benefits of a product/service over my objections does nothing to sway me. All it does is want me to leave the item at your register and walk out the door.

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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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What is the Most Important Contact Center Metric?

Heart of the Customer

I presented at the ICMI CC Expo last month in Long Beach. It’s always a great conference, and I look forward to it each year. In the afternoon after my journey mapping workshop I attended a Justin Robbin’s session on metrics. Justin began by asking attendees the most important metric they tracked. Think about it […]. The post What is the Most Important Contact Center Metric?

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What chair do you reserve for customers?

Wired and Dangerous

Have you noticed that your customers have changed? 60% of customers have higher expectations for customer service now than they did just one year ago. They have raised the bar on how they view customer experience. And 76% of customers say the level of customer service you provide is the true test of how much your organization values them. They are looking for service providers who consistently deliver service experiences that drive loyalty!

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The New Paid PAID Vacation

Storyminers

Employee experiences are just as important as customer experiences. In fact, if your employees aren’t ready to deliver the kind of experience your brand promises, your customers won’t get the kind of experience they desire. On the today show this morning, I was delighted by a new segment that talked about paid paid vacations. You can view the segment for yourself HERE.

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3 Themes for National Customer Service Week 2016

Customers That Stick

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

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How to Hire Your First Customer Success Manager

Amity

So here you are, building the next up and coming SaaS tool, with the ever so common recurring revenue model. Things are going really well. Your customers really seem to love you, and why wouldn’t they? Your product is awesome! You and your growing customer base seem to be linked arm in arm skipping into the sunset. More and more users sign up.

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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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5 Top Customer Service Articles For the Week of September 19, 2016

ShepHyken

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. The Customer Service Strategies Behind Zappos’s Success by Sharpen. (Sharpen) The power behind the Zappos brand and majority of their success is attributed to the power of fantastic customer service, which is often overlooked as a sales strategy.

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Employee Engagement Isn't a Sprint; It's a Marathon

Think Customers

Peter F. Drucker said, “Company cultures are like country cultures. Never try to change one. Try, instead, to work with what you've got." The results of a recent study on change initiatives echo Drucker’s statement. “Business Change: From Disruptor to Differentiator,” from Harvard Business Review and Strativity Group, reveals that most organizations struggle with change with an astounding 91 percent saying change initiatives have failed in their organizations in the past.

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5 Valuable Lessons Pokemon Go Can Teach IT Teams

transcosmos Information Systems

Since game developer, Niantic Labs, launched the GPS-based, augmented reality game, Pokemon Go, on July 6, 2016, the whole world has been caught in a frenzy. Initially available in the United States at the time, Pokemon Go broke records and replaced Candy Crush as the most popular mobile game ever—registering more than 20 million active users just a week after its launch.

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When Is Enough Actually Enough? Exploring the Lagging Face of Public Safety (Part 2)

Avaya

In Part 1 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 (which, for the record, doesn’t look good). Just consider that a 2014 study of 1,000 public safety answering points (PSAPs) found that only 18.7% are confident in the location data they receive from wireless callers.

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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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10 Ways To Make Your First Sales Online

LiveChat

Getting your e-commerce store up and running is just the first step in your entrepreneurial adventure. After that, you must focus on driving sales. Hopefully, your products will eventually speak for themselves and traction will come organically, but that is often not the case in the very beginning. You’ll have to make moves and push harder than you’ve ever pushed before to get your brand out there.

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5 Valuable Lessons Pokemon Go Can Teach IT Teams

transcosmos Information Systems

Since game developer, Niantic Labs, launched the GPS-based, augmented reality game, Pokemon Go, on July 6, 2016, the whole world has been caught in a frenzy. Initially available in the United States at the time, Pokemon Go broke records and replaced Candy Crush as the most popular mobile game ever—registering more than 20 million active users just a week after its launch.

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“Top 5 Obstacles” blog published on #ThinkMarketing

Peter Lavers

Peter Lavers’ first blog on the Top 5 Obstacles has been published on IBM #ThinkMarketing. Read it here. Tweet to @PeterLavers. The post “Top 5 Obstacles” blog published on #ThinkMarketing appeared first on Think CX.

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What You Don’t Know About Millennials Will Hurt Your Bottom-line

Natalie Petouhof

Tweet This research that I just completed is about how to use customer experience to turn Millennials into brand advocates. Why does it matter? They are different than other generations that have come before then. If you are in the Boomer Generation and are running a contact center there are some changes on the horizon that are key to know about and start preparing for now.

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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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Virtual Solutions: The Benefits of Moving Your Call Center to the Cloud

Talkdesk

Remember the days when we would wait for that important fax to come in? You’d wait for your incoming fax to print, sign it, and then send it right on back to the recipient. Nowadays, we’re signing documents seamlessly and virtually online, via cloud-based software. Times are changing behind the scenes in the call center world, as well. The last few years have seen many call centers taking the leap from on-site hardware to innovative, scalable, and resilient cloud-based call center solutions.

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8 Customer Success Blogs Every Key Account Manager Should Read

Kapta Customer Success

Customer Success is one of the biggest buzzwords floating around the B2B SaaS space today. Yet, it’s easily one of the most important elements to the growth of your company. Ensuring that your customers achieve their desired outcome using your product is at the core of Customer Success. When customers succeed as a result of the services and products you provide, they’ll continue to be long-time, loyal fans of your brand.