Sat.May 14, 2016 - Fri.May 20, 2016

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Dashboards: Driving Your Business Like a Sports Car, Not a School Bus

AskNicely

Having the right dashboard can revolutionize your business in terms of success and your own enjoyment. A dashboard is meant to give you vital information and data at a glance, with users able to access everything from sales and marketing data to finance, inventory reports and website analytics. Essentially, a dashboard puts all your critical info into one spot in a neat and visual display so you don’t have to log into different systems to get all of the information you need.

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Impossible Is an Opinion, Not a Fact – Interview with Carine Clark

InMoment XI

Last week, MaritzCX CEO and President Carine Clark was interviewed by Doug Wells of KCPW’s radio show “The Bottom Line.” You can listen to the full interview here, or read the highlights below. Defining MaritzCX and the topic of CX “MaritzCX… builds customer experience programs for companies. So what that means for you and me.

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Senator Corey Booker Shines Light On Darkness

Experience Matters

Senator Corey Booker delivered yesterday’s commencement speech at my son’s graduation from The George Washington University. Despite the unusually cold and windy setting, Booker was captivating and inspiring. He shared lessons that he had learned from his father, as well as from the death of Hassan Washington, a teenager who was shot and killed in Newark.

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The Intentionality of Patient Empathy

Experience Investigators by 360Connext

Thoughts from the Cleveland Clinic Patient Empathy Summit (Part 1) I had the immense honor of being a part of the Cleveland Clinic Patient Empathy Summit. This is the place where the idea of patient experience became a reality. These are the people who are making it happen. To say I was impressed is an […]. The post The Intentionality of Patient Empathy appeared first on Customer Experience Consulting.

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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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A Customer Loyalty Exercise – An Excerpt from Our NEW Customer Service Book Taming Gladys!

Who's Your Gladys?

This simple exercise creates lasting changes in the way your team thinks and acts with customers. Why? They get to hear how their peers handle tough situations. They get to collaborate and practice new ways of approaching tough situations and share what they do that works. The post A Customer Loyalty Exercise – An Excerpt from Our NEW Customer Service Book Taming Gladys!

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35 Reasons Why You’re Not a Good Leader – Part 2

Steve DiGioia

This original article was written by Steve DiGioia. Once again we identify the reasons for failure, reasons why your employees feel isolated and the reasons why you’re not a good leader. Maybe YOU’RE the weak link in the company’s chain. I hope not. Here’s Part 2. You…. 18. Fail to recognize employee milestones. Do you even know the birthdays of your employees, or their work anniversary?

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Dashboards: Driving Your Business Like a Sports Car, Not a School Bus

AskNicely

Having the right dashboard can revolutionize your business in terms of success and your own enjoyment. A dashboard is meant to give you vital information and data at a glance, with users able to access everything from sales and marketing data to finance, inventory reports and website analytics. Essentially, a dashboard puts all your critical info into one spot in a neat and visual display so you don’t have to log into different systems to get all of the information you need.

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The most important thing to know about customer experience competencies

Customer Bliss

It’s been a busy week (aren’t they all?) because of CX Week , where I had the pleasure of speaking with Mark Ramsey of Audi about their customer experience transformation. I did want to create a quick blog post about customer experience competencies, however. I write about this often because it’s the cornerstone of the work we all do.

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Impossible Is an Opinion, Not a Fact – Interview with Carine Clark

InMoment XI

Last week, MaritzCX CEO and President Carine Clark was interviewed by Doug Wells of KCPW‘s radio show “The Bottom Line.” You can listen to the full interview here, or read the highlights below. Defining MaritzCX and the topic of CX “MaritzCX… builds customer experience programs for companies. So what that means for you and me.

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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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IMP Customer Care Becomes Blue Ocean Contact Centers

BlueOcean

IMP Customer Care, a bilingual outsourced contact center with roots in Bathurst, is transitioning to the Blue Ocean Contact Centers brand. The brand name change is part of a strategic initiative by IMP Group to grow all of their customer service operations through the strength of the internationally-recognized, award-winning Blue Ocean brand, acquired in 2015, while leveraging the experience and attributes of the Bathurst Customer Care team to support that growth.

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How to Stop the Revolving Door for Millennials at Work

Michelli Experience

This past week I traveled to and worked with leaders in five cities across the US and Canada, (Baltimore, Philadelphia, Knoxville, Houston, and Vancouver, B.C). In addition to three topics I typically talk and consult about (customer experience, leadership, and culture), in every setting one word kept coming up – Millennials! Most leaders and frontline workers are trying to determine what it takes to engage Millenials (the group born somewhere between 1980 and 1996).

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Key Retail Influencers Talk Mobile

Storyminers

[Originally published on APADMI Apr 20, 2016 – Advice & Guides, Blog as:]. Integration of Mobile into Retailers Business Model Roundtable. Apadmi have recently produced a whitepaper exploring the integration of mobile into a retailer’s business model and the benefits it can bring. Nick Black, CEO of Apadmi, was quoted recently in Forbes as saying: “.our research has revealed that not all retailers are using each channel to full effect and mobile apps are not up to scratch or consistent

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Time for a Research Renaissance?

CX Journey

Photo from www.lucnix.be. 2007-09-08 Today I'm pleased to share a guest post by Paul Laughlin. When I talk with research leaders across the UK (and Europe), I consistently hear some common woes. The problem for research leaders today Many feel under-utilised and almost all suggest they appear to have less influence than they had in the past. With regard to the cause of this "demotion," many cite the rise of executive interest in Big Data and Analytics.

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The State of Customer Onboarding 2024

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.

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Profit-Killing In Malls: Shocking Results!

Beyond Philosophy

When Macy’s cut its sales and profit expectations this week, some analysts blamed consumer spending patterns and the difficulties facing department stores generally. But as the New York Times reports , at least one analyst placed the blame squarely on Macy’s failure to deliver a compelling customer experience. “The blunt truth is that Macy’s does not give consumers a reason to visit its stores,” said Neil Saunders, CEO of Conlumino, a research firm. “In many locations sho

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Why Amazon Will Swallow Almost Everyone

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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Key Retail Influencers Talk Mobile

Storyminers

[Originally published on APADMI Apr 20, 2016 – Advice & Guides, Blog as:] Integration of Mobile into Retailers Business Model Roundtable Apadmi have recently produced a whitepaper exploring the integration of mobile into a retailer’s business model and the benefits it can bring. Nick Black, CEO of Apadmi, was quoted recently in Forbes as saying: […].

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Five best practices to integrate VoC into your customer journey mapping processes

OpinionLab

The customer journey map is an essential tool for organizations needing to address the persistent cross-channel CX challenges that hinder a unique and frictionless user experience. Without a customer journey map, you’re unlikely to be able to provide a consistently positive experience at each interaction point. Today’s customers expect every stage along their journey – from initial research to selection to purchase to advocacy – to be seamless across all channels and devices.

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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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The Secret To Being Happy At Work

Beyond Philosophy

Are you unhappy at your job? Do your Sunday night blues last until Friday at 5 pm?Do you have an elaborate fantasy that involves telling your manager off shortly after winning the state lottery? If you answered yes, then are you reading the right article. I am about to reveal the secret to being happy at work. Happiness is a topic that gets a lot of discussion.

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Journey Mapping Workshop in San Diego on June 7th & 8th

Experience Matters

Filed under: Customer experience.

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The Audi CX Transformation, with Mark Ramsey – CB5

Customer Bliss

Episode Overview. THE WORLD’S LARGEST CUSTOMER EXPERIENCE EVENT IS BACK. For Episode 5 of The Human Duct Tape Show — a special one for me, because it comes out during #CXWeek — I speak with Mark Ramsey, the General Manager of Audi Experience, about why Audi made the move to blend their operational customer experience and digital experience responsibilities under one leader.

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What's Happening to the In-Store Experience?

iPerceptions

The rise of ecommerce has happened fast, and it won't be long before online sales outpace revenue from brick-and-mortar stores. Consumers are becoming more comfortable making purchases online, and the web offers a much wider range of products and services than physical store locations.

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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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Comparing Perceived Value Drivers For Employees and Customers

Beyond Philosophy

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Some may remember an episode of ‘90’s sitcom ‘Murphy Brown’ in which Candace Bergen, as Murphy, is viewing a focus group about her news program, FYI , through the two-way mirror. In a key scene, focus group participants are asked to describe the personalities and presentation styles of various members of the program – beginning with Corky, Frank, and Jim; and they do so in positive, glowing terms.

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The Big Mistake Companies Make Repeatedly With Their Customers

Promoter.io

Imagine you’re sitting down at a restaurant, just finishing up a fantastic meal, which was surprisingly topped by the fast and attentive service given by your waiter, when the Manager walks up and greets you at your table. You exchange some pleasantries and she politely asks about your experience. Excited to share, you begin to […]. The post The Big Mistake Companies Make Repeatedly With Their Customers appeared first on Promoter.io Blog.

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Introducing the “Chief Customer Officer Human Duct Tape Show”

Customer Bliss

In the past 35 years leading customer experience transformation, it has become increasingly apparent that a crucial role of customer leadership executives (The Chief Customer Officer, The Chief Marketing Officer, The Customer Experience Officer) is to unite the company to achieve customer-driven growth. This leader unites the entire C-Suite team toward a examining and understanding the customer journey in its entirety – to drive accountability to moments that matter most in customers’ lives.

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A Post Digital Marketing World - Hype or Reality?

Think Customers

At the start of every New Year, media outlets, bloggers, and pundits share their predictions for the coming months. In the marketing world, they've been calling for a "post-digital world" for the past 10 years. As 2016 charges along, I'm eager to see more examples of companies entering this post-digital era.

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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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Where I learned about the importance of customer journeys

Heart of the Customer

Eighteen years ago, my son Danny taught me everything I needed to know about customer journeys. At just three years old, Danny wasn’t a verbose child. So when he talked, we paid special attention. One night when we put him to bed, he put his hands over his crotch and simply said, “Hurts.” If you’ve […]. The post Where I learned about the importance of customer journeys appeared first on Heart of the Customer.

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The worst advice we’ve ever heard about inbound call center outsourcing

Magellan Solutions

Much has been said with regards to inbound call center outsourcing – which country has the best agents in terms of cost and communication skills, which companies offer the best package, and what is the most important thing to do before finalizing that agreement with your outsourced call center. The saying, “location, location, location” is the advice to follow in the real estate business because the property’s location is the most important determining factor of its value.

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Structuring Customer Success - What Works, What Doesn’t

Amity

SaaS Tattler Issue 84: Structuring Customer Success - What Works, What Doesn’t. Customer Success has come a long way in just a short amount of time. As the landscape of SaaS companies continues to expand, it has become increasingly more difficult to find a SaaS company without some form of a dedicated Customer Success structure in place. While there isn’t a one-size-fits-all approach to creating the “perfect” structure for Customer Success, we’ve decided to dedicate