Sat.Jan 02, 2016 - Fri.Jan 08, 2016

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CX: The New Year’s Resolution

InMoment XI

Many of us have set our individual New Year’s resolutions. While it is healthy to look within our selves and set goals of where and how we might change, now is a great time for organizations and professionals to look within and seek improvement. Last year, many companies focused on hiring good people, simplifying internal.

Company 200
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My 10 CX Wishes For You In 2016

Experience Matters

Okay, now that we’ve celebrated New Years, it’s time to get moving again. We’ve got a lot of CX work to do in 2016, which we’ve labeled as The Year of Emotion. As you start down the path of making 2016 a banner year for CX in your organization, I want to share my wishes for you: May you focus on your customers’ needs , even when internal priorities push them to be ignored.

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Who you are is how you serve

Vonage

This post originally appeared on the Inside Customer Service Blog website and is republished here with permission. Two recent customer service experiences stood out for opposite reasons. One was good while the other was poor. They both reminded me that we put a bit of ourselves into every service interaction. Let’s start with the bad one.

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The Advantages of Omni-Channel Retailing

Uniphore

The emergence of liberalisation, privatisation & globalisation coupled with thriving population, climbing GDP growth, rising disposable income & increasing consumer expenditure across different economies of the world have fueled the growth in global retail industry & created numerous opportunities for all kinds of players in retail segment.

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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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CX: The New Year’s Resolution

InMoment XI

Many of us have set our individual New Year’s resolutions. While it is healthy to look within our selves and set goals of where and how we might change, now is a great time for organizations and professionals to look within and seek improvement. Last year, many companies focused on hiring good people, simplifying internal.

Company 200

More Trending

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They’re Watching You…Are You Ready?

Steve DiGioia

and they're watching your employees too! This original article was written by Steve DiGioia. Sitting on that park bench on Sunday afternoon, what are you doing? Reading a book, feeding the birds, eating lunch, talking with a friend or loved one? Or maybe you’re just “people-watching”. We do it all the time. The guy that is pacing around the mall while his wife is clothes shopping, the little old lady sitting in her rocking chair looking out the window, and the school principal walking the courty

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Which sales and service KPIs should we measure in the golden age of the customer?

Vonage

Metrics, metrics, metrics! Businesses today firmly believe that you can’t manage what you can’t measure. But for some contact centers, what to manage and what to measure are giant question marks. . In a recent webinar I hosted on “What to measure in customer service,” Forrester Research analyst Art Schoeller talked about what is the right strategy, the right approach to building out a hierarchy of metrics for managing our customer service contact center operations.

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CX: The New Year’s Resolution

InMoment XI

Many of us have set our individual New Year’s resolutions. While it is healthy to look within our selves and set goals of where and how we might change, now is a great time for organizations and professionals to look within and seek improvement. Last year, many companies focused on hiring good people, simplifying internal.

Company 200
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The Anatomy of an Effective Online Survey

GetFeedback

In order to design an effective survey, you have to understand the fundamentals. Learn how to build a quality survey that captures valuable insights.

Survey 150
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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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What Will Your Customer Stories Be This Year?

Customer Bliss

Desire is an emotion that will earn growth & prosperity for your business. Click To Tweet. Customers desire a reliable experience. That’s why I harp on the phrase “earn the right to grow.” Desire is an emotion that will earn growth and prosperity for your business. If you deliver a reliable experience, your customers and clients will desire to have it again.

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5 Ways to Build Customer Trust

Who's Your Gladys?

Customer trust is developed in your organization over time and through shared experiences - like online reviews and personal recommendations. Having conversations with your team about trust-building is crucial but it can backfire. Here are five things to keep in mind to build trust with your team and customers. The post 5 Ways to Build Customer Trust appeared first on Who's Your Gladys?

Customers 130
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CX: The New Year’s Resolution

InMoment XI

Many of us have set our individual New Year’s resolutions. While it is healthy to look within our selves and set goals of where and how we might change, now is a great time for organizations and professionals to look within and seek improvement. Last year, many companies focused on hiring good people, simplifying internal.

Company 200
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24-Hour Customer Service Solutions for Those who Need to Sleep

Experience Investigators by 360Connext

Customer service. It used to be a specific thing. It was the desk with the curvy cursive letters above it in the grocery store. Then it evolved into the toll-free number for issues with package delivery. Then it became the click-to-email link at the bottom of websites for technology. The customers acted. Then organizations would respond. […]. The post 24-Hour Customer Service Solutions for Those who Need to Sleep appeared first on Customer Experience Consulting.

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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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Understand Your Customer & Improve Customer Growth

Customer Bliss

Using survey scores alone to quantify and drive action puts CX work (and your role) in the “leap of faith” category. The connection between improved scores and improved customer growth is not always clear. That means ‘Customer Focus’ is a top agenda item of the organization, but it’s not easily quantified. How to Earn Customer Growth. Embracing customers as assets shifts the attitude of leaders and ultimately the organization.

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Renewed Year Customer Experience Focus

Michelli Experience

A new year is here and I need to make a confession. I admit it. I’ve been critical of leaders who make declarations like “ THIS IS THE YEAR OF THE CUSTOMER.” My problem with those types of statements is that I believe every year should be the year of the customer. Why else are we in business? In support of my position, I offer the following: If you want to keep customers in 2016 ….

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Is the Latest Trend in Restaurants a Trip to CX Mediocrity?

InMoment XI

A number of restaurants in New York City have started shifting the model for paying their wait staff by eliminating tipping of its servers, while significantly raising the hourly wage and menu prices by as much as 20% to 30%. Most recently Meadowsweet in Brooklyn has joined this trend. Union Square Hospitality, which runs 13. View Article.

Trends 200
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Are You Using Journey Maps for Product Design?

CX Journey

Image courtesy of hayley.vallejo Can you use journey maps to develop a new product or service? A question similar to that was posed to me on Twitter several months ago after I published my post on The Most Import Rule of Journey Mapping. Specifically, the question Andreas Jonsson posed was: How about customer journeys that are still in the making and thus have no users/customers yet?

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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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Understand Your Customer & Improve Customer Growth

Customer Bliss

Using survey scores alone to quantify and drive action puts CX work (and your role) in the “leap of faith” category. The connection between improved scores and improved customer growth is not always clear. That means ‘Customer Focus’ is a top agenda item of the organization, but it’s not easily quantified. How to Earn Customer Growth. Embracing customers as assets shifts the attitude of leaders and ultimately the organization.

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7 Wonders of Effective Customer Experience Leaders

Win the Customer

According to human psychology, the human brain cannot think in words or alphabets, it thinks in images or pictures. As customer experience leaders we need to be more proactive in creative a vision for experience rather than just empty affirmations of service. When Microsoft decided to eliminate its controversial stack ranking system for employees, the decision was widely discussed by Wall Street and business professionals around the world.

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Is the Latest Trend in Restaurants a Trip to CX Mediocrity?

InMoment XI

A number of restaurants in New York City have started shifting the model for paying their wait staff by eliminating tipping of its servers, while significantly raising the hourly wage and menu prices by as much as 20% to 30%. Most recently Meadowsweet in Brooklyn has joined this trend. Union Square Hospitality, which runs 13.

Trends 200
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To Mark the Spot with Benchmarking or Not?

CX Journey

Image courtesy of Woods | Damien I originally wrote today's post for Intradiem. It appeared on their blog on July 16, 2015. Are you focusing on a benchmark that may not or may no longer be a valid mark to strive for? I recently came across the following Chinese parable, and as I often do, wondered how this story might apply to customer experience measurement and management initiatives.

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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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What Will Your Customer Stories Be This Year?

Customer Bliss

Desire is an emotion that will earn growth & prosperity for your business. Click To Tweet. Customers desire a reliable experience. That’s why I harp on the phrase “earn the right to grow.” Desire is an emotion that will earn growth and prosperity for your business. If you deliver a reliable experience, your customers and clients will desire to have it again.

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10 Best Productivity Hacks for Customer Service [SlideShare]

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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Is the Latest Trend in Restaurants a Trip to CX Mediocrity?

InMoment XI

A number of restaurants in New York City have started shifting the model for paying their wait staff by eliminating tipping of its servers, while significantly raising the hourly wage and menu prices by as much as 20% to 30%. Most recently Meadowsweet in Brooklyn has joined this trend. Union Square Hospitality, which runs 13.

Trends 200
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2016: The Year Of Great Service

Wired and Dangerous

Welcome to 2016! We are excited about the sparkling opportunities and shining moments that lay ahead! We believe this year will be remembered in years to come as one in which people in the world of work embraced the spirit of consistently providing customers with great service across the entire customer journey! We have studied the ingredients for GREAT service for many years, and have consulted with some of the brands most renowned for great service.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

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What Will Your Customer’s Story Be This Year?

Customer Bliss

Desire is an emotion that will earn growth & prosperity for your business. Click To Tweet. Customers desire a reliable experience. That’s why I harp on the phrase “earn the right to grow.” Desire is an emotion that will earn growth and prosperity for your business. If you deliver a reliable experience, your customers and clients will desire to have it again.

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'Customer Experience,' 'Millennial Engagement,' and 'Journey Mapping' Among Most Popular Topics of 2015

Think Customers

As we embark on a new year, we can't forget the dominant trends of 2015. From virtual reality to the rise of the digital world, the past year saw emerging technologies that will likely help to elevate the customer experience throughout 2016. 1to1 Media covered numerous trends that influenced the customer experience. Let's revisit our top 10 articles based on the number of page views.

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Is the Latest Trend in Restaurants a Trip to CX Mediocrity?

InMoment XI

A number of restaurants in New York City have started shifting the model for paying their wait staff by eliminating tipping of its servers, while significantly raising the hourly wage and menu prices by as much as 20% to 30%. Most recently Meadowsweet in Brooklyn has joined this trend. Union Square Hospitality, which runs 13.

Trends 200