Sat.Nov 28, 2015 - Fri.Dec 04, 2015

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Challenges and Opportunities of B2B Client Database

InMoment XI

One of the frequent obstacles of launching a customer experience program presented by many B2B clients is the lack of a quality list of customers to contact. Client database challenges present themselves in a variety of formats: Scattered Account List. Maybe the organization grew by a series of acquisitions, or maybe no one will commit.

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How to Become a Leader in Customer Experience | Driven to Delight

Michelli Experience

There are leaders, followers, and…well people who just get in the way! Which are you? In business today, it takes leadership to build a business that consistently engages customers. If customers aren’t emotionally connected to your brand, through the experiences you provide, you will be vulnerable to offers and solicitations from your competitors. Such was the case for Mercedes-Benz!

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Customer Service; Customer Experience; Customer Centricity – what is the difference between them?

ijgolding

It is difficult to deny that these three terms are becoming increasingly visible in the language of business: Customer Service. Customer Experience. Customer Centricity. I say that they are becoming increasingly visible – in reality, organisations have been throwing them all around like ‘confetti’ for many years now. To a degree, all of them have merged into one as business leader after business leader has tried to convince its employees and customers that they are serious abou

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Why CX Does Not Always Drive Loyalty

Experience Matters

We recently published the Temkin Loyalty Index (TLi), which examines five areas of loyalty for 293 companies. So I looked at how that data related to the Temkin Experience Ratings (TxR) for those same companies. To normalize the data across industries, we compared company scores to the averages for their industries. As you can see below, there’s a very high correlation between the two.

Loyalty 163
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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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Catching the Winds of Change: Book Review of Outside-In

InMoment XI

To the CX laggard: In the book Outside In, by Harley Manning and Kerry Bodine, the authors recount an anecdote told to them by a mutual friend who happens to be an avid sailor.

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How to Sell Better Customer Service to Your Board

Kayako

Let’s set the scene – I’m sure you’ll recognize it. You’ve been hired as a customer service manager, tasked with delivering great customer service. But your VPs and C-level execs are focused on profit margins and productivity. They want to cut your budget. Customer service is a cost-center, it doesn’t impact earnings, and investing money into it is like pouring money down the drain… isn’t it?

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How to Engage Customers – “Hearts, Then Charts” White Paper

ijgolding

Followers of my blog will know that I am keen to share others perspectives on the subject of Customer Experience when the opportunity arises. I am delighted to be able to do just that in this post. Only recently I wrote about the differences between Customer Service, Customer Experience and Customer Centricity – in the post I make the following statement: “Becoming a truly Customer Centric organisation is what will ultimately enable businesses to consistently deliver Customer Experi

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Video: Challenges and Opportunities of B2B Client Databases

InMoment XI

One of the frequent obstacles of launching a customer experience program presented by many B2B clients is the lack of a quality list of customers to contact. Client database challenges present themselves in a variety of formats: Scattered Account List. Maybe the organization grew by a series of acquisitions, or maybe no one will commit. View Article.

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3 Things I Learned About Customer Service by Being a Plumber First

Steve DiGioia

all those cuts and scrapes were worth it in the end This original article was written by Steve DiGioia. I once read that if you can’t learn something new each day then it doesn’t make sense to even get out of bed. Well that may be a little harsh but there is something to this statement. In all our interactions with others, with all the snippets of information we have gathered from books or television and with all we have learned through trial and error, we hold a plethora of valuable information

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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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Faster Horses. and Customer Outcomes

CX Journey

Image courtesy of Vidar Ringstad Are you asking your customers the right questions? We all know the Henry Ford quote that goes like this: If I had asked people what they wanted, they would have said faster horses. (It's fair to note that some don't believe he actually said this, but let's go with it.) It's cited often when naysayers try to tell us that customers don't know what they want, i.e., customers can't help us innovate because they just want "faster horses.

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Rate the Experience Reliability of Each Stage of Your Customer Journey

Customer Bliss

The question is simple: In this stage of your customer journey, is the experience you deliver consistent and reliable? Start the assessment by having employees walk in your customer’s shoes. This activity is a combination of watching videos or having them ‘be a customer prior to the session’ by signing up for your services or trying to get a trial, etc.

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Video: Challenges and Opportunities of B2B Client Databases

InMoment XI

One of the frequent obstacles of launching a customer experience program presented by many B2B clients is the lack of a quality list of customers to contact. Client database challenges present themselves in a variety of formats: Scattered Account List. Maybe the organization grew by a series of acquisitions, or maybe no one will commit.

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Journey Mapping to Hypothesis Mapping: Creating Better CX

Heart of the Customer

Journey mapping is a great way to visualize and truly understand your customer’s journey as they interact with your organization. But when you start a journey mapping project, how do you know where to start? Where do you investigate? It begins with a hypothesis. A frequent practice is to end a journey mapping process with […]. The post Journey Mapping to Hypothesis Mapping: Creating Better CX appeared first on Heart of the Customer.

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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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Work Harder or Smarter?

CX Journey

Image courtesy of bentremblay I originally wrote today's post for Intradiem. It was published on their blog on June 18, 2015. Are your employees working hard, working smart, or both? I've previously written about employee effort and employee empowerment. In this post, I'll tackle employee efficiency. How is that different from the other two? Let's start by defining efficiency or being efficient, and then I'll come back to that question.

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‘Top 50 Marketing Thought Leader’ Reveals Latest Trend

Beyond Philosophy

Wouldn’t it be great if you could truly predict Customer’s behavior. Well you can! Welcome to the world of behavioral economics. I have recently been included in Brand Quarterly’s ‘Top 50 Marketing Thought Leaders over 50’ and they asked me an interesting question: “What do I think the next industry trends would be for the year?” I thought I would expand on my thoughts here and give a better explanation.

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Black Friday is Officially in Decline

InMoment XI

Yesterday I visited two malls in my area. Neither one was overrun with customers. To me, the most meaningful indicator was my visit to the Apple store around midday. I counted 25 employees in the store. In total there were maybe 30 customers. Plenty of employees were standing around not helping anyone. I have seen. View Article.

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The Most Important Touchpoint in the Customer Journey

Wired and Dangerous

There is a great deal of conversation currently on the customer journey. We read and hear a great deal about friction-less and easy journeys for the customer. There is absolutely no doubt if you look at current research that these are two very important elements to consider in designing the customer journey. However, there is another element that is even more important.

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Top 5 Ways to Optimize Your Loyalty Strategy

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

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Join the Webinar: How to Use Your Product Roadmap as a Communication Tool

Kayako

Janna Bastow of ProdPad will be joining Kayako’s Dan Wong for a webinar about the benefits of going public with your product roadmap on Thursday December 3rd, 4pm GMT / 11am ET / 8am PT. Sign up here. Product and support teams are interlinked when it comes to customers. Support is the conduit for communication between customers and the product team, passing back and forth customer feedback and product updates and information.

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Our Customer Service Podcast: One Year In

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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Black Friday is Officially in Decline

InMoment XI

Yesterday I visited two malls in my area. Neither one was overrun with customers. To me, the most meaningful indicator was my visit to the Apple store around midday. I counted 25 employees in the store. In total there were maybe 30 customers. Plenty of employees were standing around not helping anyone. I have seen.

Customers 200
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Eliminate the guesswork: Leverage visitor intent to discover and retarget new audiences

iPerceptions

Guest post by Lee Marshall, Content Marketing Specialist at AdGear. Many people are not ready to buy the first time they visit a website. That’s why retargeting—the process of showing previous visitors ads in order to entice them back to purchase—is so important to advertisers.

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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How to Become a Leader in Customer Experience | Driven to Delight

Michelli Experience

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Skill-Based Approach to Improve the Practice of Data Science

Bob Hayes

Our Big Data world requires the application of data science principles by data professionals. I've recently taken a look at what it means to practice data science as a data scientist. Our survey results of over 500 data professionals revealed that different types of data scientists possess proficiency in different types of data skills. In today's post, I take another look at that data to identify the data skills that are essential for successful analytics projects.

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Four Strategies For Successfully Implementing Software

InMoment XI

One weekend I decided I would be the “Fun Dad.” Rather than make the normal oatmeal or scrambled eggs for breakfast, I started to make pancakes for my kids. Batter mixed, ready to pour onto the griddle, my 7 year old daughter said, “What color are you going to put in?

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Customer-centric roundup: November 2015

iPerceptions

As we enter into December, brand leaders should take a moment to reflect on some of the fascinating customer experience insights that emerged last month. And, with the holiday season in full swing, there's no better time to consider some of the major trends impacting consumer decisions.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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Rude Angry Customers: 5 Ways to Stay Calm & Caring | #Custserv #Peopleskills

Kate Nasser

Working with rude angry customers doesn't have to wear you down. It can actually be one of the best people skills learning experiences of your life. Think these 5 things for best results and to increase emotional intelligence. Great EQ EI tips fr The People SKills Coach™, The post Rude Angry Customers: 5 Ways to Stay Calm & Caring | #Custserv #Peopleskills appeared first on KateNasser.com.

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Will Your Head of Services Get an iPAD Pro or a Lump of Coal for the Holidays?

Middlesex Consulting

For many companies, the December holiday coincides with the end of the fiscal year. As we approach this milestone, there is an important question that must be answered: Is your services business generating enough revenue and profit to make the CEO happy? The following Aberdeen chart addresses this question: Leaders are defined as the top 35% of service teams when looking at customer satisfaction and warranty handling performance.

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Catching the Winds of Change: Book Review of Outside-In

InMoment XI

To the CX laggard: In the book Outside In, by Harley Manning and Kerry Bodine, the authors recount an anecdote told to them by a mutual friend who happens to be an avid sailor. This friend recounts how when she’s out on the water she’ll often pick another boat at random, put on the speed, View Article.

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