Steve DiGioia

NOVEMBER 7, 2016

how else will you REALLY know what's going on? This original article was written by Steve DiGioia. Stop complaining about your customers. “They’re too demanding; always have something negative to say and they look for discounts”. Well, have you ever tried to be your own customer? According to an American Express 2011 Survey, 3 in 5 Americans (59%) would try a new brand or company for a better service experience.

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Measurement Customer Centricity Customers Retail 230

Experience Matters

NOVEMBER 7, 2016

As you read the title of this post, you were likely thinking that there’s been a typo. Departments of Transportation (DoT) around the country have been called a lot of names, but good designers isn’t a common label. In this one case, though, I want to give a shout out for a part of the MA DoT’s roll […].

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Transportation Customer Connectedness Customer Experience Design Innovation 215

Beyond Philosophy

NOVEMBER 7, 2016

Dunkin’ Donuts, Honda, and McDonald’s are all gigantic brands with huge reputations. However, each of them has something else in common. They have each partnered with a sports franchise in a brilliant play to boost the emotional engagement with the team’s fans. Each program targets specific team fans and celebrates that connection with a reward. Dunkin’ Donuts gives DD Perks® rewards program members coffee for $.87 after every win during the season in honor of Tight End, Rob Gronkowski (#87) as

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Sports Effort Score Rewards Programs Transportation 167

Experience Matters

NOVEMBER 7, 2016

As you read the title of this post, you were likely thinking that there’s been a typo. Departments of Transportation (DoT) around the country have been called a lot of names, but good designers isn’t a common label. In this one case, though, I want to give a shout out for a part of the MA DoT’s roll […].

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Transportation Customer Connectedness Customer Experience Design Innovation 149

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Communication

Wired and Dangerous

NOVEMBER 7, 2016

This week we celebrate Veteran’s Day and we deeply thank all those who have served for their service! We both had the distinct honor and privilege to serve our country. Chip is a highly decorated Vietnam War veteran. New arrivals to any combat zones quickly learned that the difference between a veteran and a novice was far more than war stories. They had an expression for it on the front line in Viet Nam: “grunt eyes.

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Survey Customer Experience Management Customers 143

ShepHyken

NOVEMBER 7, 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. What’s stopping your customers from being loyal? by Graham Jones. (Graham Jones) Most business leaders appreciate that 80% of their profits come from 20% of their customers.

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Customer Service Loyalty Customer Success Resources 124

Michel Falcon Experience

NOVEMBER 7, 2016

In this video, I share how to affordably hire employees and build your company culture by creating a recruiting video, looking internally and speaking to your best customers. The post The Most Affordable Ways to Hire Employees and Build Your Company Culture appeared first on Michel Falcon.

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Win the Customer

NOVEMBER 7, 2016

It is a lot easier to make money as a business if you give your customers what they want. However, that can be a lot easier said than done. Managing customer needs and maintaining a profitable company at the same time are things business owners have to learn to balance. What can you do to include your customers in your marketing campaigns to ensure that you say what they need to hear in order to make a confident purchase?

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Marketing Trends Advertising Consumers 114

Customers That Stick

NOVEMBER 7, 2016

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Customer Experience Customers Customer Service 106

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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

Retail

Amity

NOVEMBER 7, 2016

In the world of Investor Relations and technology, the learning curve for Customer Success Managers (CSM) is between three and six months, so the initial few weeks are crucial to setting the groundwork of the role and getting to know the company and our products. Now that the team is 20+, we’ve worked on processes that enable a more structured onboarding and reduce that learning curve.

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Training System Culture Meeting 81

Avaya

NOVEMBER 7, 2016

As a female executive who has been through her fair share of triumphs and trials, I have a burning passion for cultivating strong women in the workplace. And as a woman who once served as a company’s only female executive VP, I know what it’s like to work in male-dominated cultures. More importantly, I know the immense value that female leadership brings to these kinds of environments.

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Leadership Culture Study Connections 74

ForeSee

NOVEMBER 7, 2016

Lisa Oswald is a customer experience (CX) advocate and Senior Vice President of Customer Service for Travelzoo, a trusted online publisher of travel and entertainment deals that places a premium. The post VoC Leaders: How Travelzoo uses CX data to make smarter decisions (video) appeared first on ForeSee.

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Video Data Entertainment Travel 71

Avaya

NOVEMBER 7, 2016

If you’ve been following the Avaya Connected Blog in recent weeks, hopefully you’ve read about the changes Avaya expects to see in Customer Engagement as we roll out the Avaya Oceana™ Solution , a contact center suite for the digital age. And perhaps you’ve read how Avaya Oceana is built upon the flexible platform of Avaya Breeze™ , which offers extensibility through a Snap-in architecture, creating new opportunities to extend and customize customer and team engagement interactions further.

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Contact Center Analytics Connections Engagement 70

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Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.

Customers

Helen Dewdney

NOVEMBER 7, 2016

Guest post by Chris Haan. Chris Haan is a solicitor at the firm Leigh Day specialising in group actions related to defective products and services and breaches of consumer and competition law. Last month I was speaking at a conference where Chris was talking about the first ever class action currently underway. Brilliant I thought and must be shared!

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Retail Consumers Groups Conference 67

LiveChat

NOVEMBER 7, 2016

When talking about customer service, we often look at it from a business perspective. We think how it can improve our relations with customers or how many more sales it can help us close. For businesses, it’s a way to get in touch with customers, help them and get some extra feedback. However, what is customer service for our customers? We rarely stop to think how website visitors or existing customers view or approach our customer service.

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Customer Service Customer Retention Feedback Customers 68

iPerceptions

NOVEMBER 7, 2016

Consumers around the world are increasingly making their purchases online. According to Internet Retailer, US eCommerce grew by 14.6 percent in 2015, with online sales totaling $341.7 billion , which accounted for over 10 percent of all US retail sales.

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Report Industry Ecommerce Retail 48

Myra Golden

NOVEMBER 7, 2016

To get straight to the 7 Comebacks for the Customer Who Cusses at You , head to the end of this post. I won’t be offended at all. But if you have a minute, I’d like to tell you about my weekend first, and the conversation that inspired this post, addressing customers who swear. It’s been a busy time for me with work lately, but I made enjoyment and family the priority over the weekend.

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Sports Hotels Video Banking 45

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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.

Self Service

Genroe

NOVEMBER 7, 2016

Recently my wife and I spent some very nice time in a Club Med beach resort. These have become one our favourite vacation destinations over the years because the all-inclusive approach and range of activities make them fun and easy. On returning to Australia I received the now common customer feedback form. As we enjoyed […].

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Survey Feedback Customers 45

Myra Golden

NOVEMBER 7, 2016

It’s been a busy time for me with work lately, but I made enjoyment and family the priority over the weekend. Last week was dedicated to preparing for a keynote for the wonderful folks at F&M Bank. I delivered the keynote on Saturday and it was so very well received. God was with me! After my keynote, I met up with my daughter and we walked to a lovely vegan-friendly restaurant in downtown Oklahoma City.

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Sports Hotels Video Banking 45

Talkdesk

NOVEMBER 7, 2016

Last week I read a great article by Bart Perkins, titled Is your service center too dependent on technology? The theme of Perkins’ post embodied in his last sentence is: “if you don’t meet customers’ criteria for an acceptable customer support experience, they’ll be gone before you can say ‘press 9 to speak to one of our better staffed competitors.’” This is becoming an increasingly important theme as many industries pivot to recurring revenue models and place a higher value on customer loyalty

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Self Service Technology Customer Service Knowledge Base 40

McorpCX

NOVEMBER 7, 2016

Most companies at least try to serve customers well, even if some don’t succeed. But even the best-intentioned organizations can create problems for their customers, often without even realizing it. Because no matter how good a job you’re doing at relating to your customers, blindspots can be a problem for any company.

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Customers Company Social Media Customer Insights 40

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

Loyalty

QuestionPro Audience

NOVEMBER 7, 2016

As the Presidential race draws to a close, there are numerous polls from diverse sources available to the public. However, there is a lot of polling discrepancy between many of the polls. Is Hillary up by 3 points in Florida or is Trump up by 2 points? Whose poll is right and whose is wrong? Like many questions in politics, it dependents. Select your respondents.

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