Sat.Jul 11, 2015 - Fri.Jul 17, 2015

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A Customer in the Hand Is Worth Ten in the Bush

InMoment XI

Three Reasons Why, In SaaS, Customers Really Are the Drivers of Revenue & Growth Yes, every new company starts with no customers and a green field of prospective ones. The focus, naturally, is on customer acquisition. The focus is on prospects. For software-as-a-service (SaaS) companies, like other subscription-based industries, as the company grows, the focus.

Software 293
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What Do People Want in a New Job? Flexibility

Experience Matters

As part of our ongoing research around all aspects of employee engagement , we examined the things that people look for in a new job. No surprise, compensation is a key item. But it’s not at the top of the list. As you can see in the chart below which is based on a study of 5,000 U.S, employees, people are most interested in finding a job that has flexible work hours.

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5 Spectacular Ways To Create the Worst Customer Experience

Experience Investigators by 360Connext

The following is a Best of 360Connext post. I’m always amazed when organizational leaders don’t recognize the significance of the small things. They say things like “one comment isn’t going to hurt us” or “ anecdotes are mostly irrelevant.” Big data is definitely useful in guiding the big decisions, but please do not ignore the little things!

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Raising Customer Service to an Art Form at the Townsend Hotel

Who's Your Gladys?

We love tapping into the experience of successful customer-focused business leaders. That’s why we sat down with Steven Kalczynski, Managing Director of The Townsend Hotel, a luxury hotel nestled in the upscale shopping district of Birmingham, Michigan. Landing on the list of Travel + Leisure’s “World’s Best Hotels” is one among many of their noted accomplishments.

Hotels 216
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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 Goes Global: Here’s How

InMoment XI

This post comes from chapter 14 of MaritzCX’s new book Customer Experience is Your Business. Download the free ebook here. Focus on Results: Global Expert Q&A How can CX programs serve both the needs of a global HQ and the needs of individual markets? The phrase “Think global: Act local” is easy to say.

eBook 276

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Customer Journeys Are More Jungle Gym Than Funnel

Experience Investigators by 360Connext

The following is a Best of 360Connext post. Humans like things that make sense. Math. Logic. GPS Directions. Customer journeys are often represented in the same way. The sales funnel is so simple, in theory. We put the many prospects in the top, they travel willingly and orderly through the funnel, and POP! They exit into a converting customer. Bravo!

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How Do YOU Define Customer Service?

Steve DiGioia

This original article was written by Steve DiGioia. Customer service is many things; the way you make the customer feel, the way you show appreciation for their business and the way you assist and anticipate their needs. But it is much more than that… One last thought… Customer service is the cheerful giving of attention.Click To Tweet So, how do YOU define customer […].

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CX Goes Global: Here’s How

InMoment XI

This post comes from chapter 14 of MaritzCX’s new book Customer Experience is Your Business. Download the free ebook here. Focus on Results: Global Expert Q&A How can CX programs serve both the needs of a global HQ and the needs of individual markets? The phrase “Think global: Act local” is easy to say.

eBook 200
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Re-defining NO! Re-focusing your people on the art of the possible

ijgolding

One of the most overused words in the English language is also one of the shortest. In the context of Customer Experience, it is extremely likely that this word is regularly used when an unsatisfactory experience is ‘endured’ by a customer. The word NO contains only two letters, yet its meaning can have serious ramifications on the behaviour of your employees and as importantly your customers.

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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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Tips to Improve Customer Service

Kristina Evey

Bottom line, businesses that deliver memorable customer experiences are the ones that become more profitable. Here are this week’s tips to keep you and your teams motivated to connect and work with your customers… Be Truthful. Always. Integrity is not as common as it used to be. Being honest with your customers may lose a short term job, but gain credibility in the customer’s eyes that will reward you later.

Tips 163
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Why Your Office Communication Sucks!

Steve DiGioia

This original article was written by Steve DiGioia. Office communication…the “bull-in-the-china-shop” of every office. Something so basic that we always seem to forget about. I didn’t know about that, why isn’t there enough staff working today to take care of this rush?, she never said anything about it or why didn’t they tell me to do it that way?

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CX Goes Global: Here’s How

InMoment XI

This post comes from chapter 14 of MaritzCX’s new book Customer Experience is Your Business. Download the free ebook here. Focus on Results: Global Expert Q&A How can CX programs serve both the needs of a global HQ and the needs of individual markets? The phrase “Think global: Act local” is easy to say.

eBook 200
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How great are you?

Michelli Experience

Ernie Andrus made his coast-to-coast run across the United States when he was only 90 and he is well on his way to doing it again at age 92! In 2013 Ernie, a World War II Navy veteran, set out to break a record for the oldest man to run across America. The prior record [.

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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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CX Journey™ Musings: Customer Memory

CX Journey

Image courtesy of Girl Flex Do your customers have customer memory ? What is customer memory? If you lift weights like I do, you might be familiar with the phrase muscle memory. It's defined on Wikipedia as. a form of procedural memory that involves consolidating a specific motor task into memory through repetition. When a movement is repeated over time, a long-term muscle memory is created for that task, eventually allowing it to be performed without conscious effort.

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FREE Report: 5 Value Drivers To Make Your Smartwatch App Indispensable

Kerry Bodine

What’s the value of a smartwatch? What do consumers expect from these multitasking wearable devices? And how can brands take advantage of this tiny addition to the device ecosystem? To uncover the answers to these questions, Kerry Bodine & Co. partnered with our friends at the user experience research and testing firm AnswerLab. We’re thrilled to share the findings of our research in a FREE report: Smartwatch Apps That Work: 5 Value Drivers To Make Your App Indispensable.

Report 139
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A Customer in the Hand Is Worth Ten in the Bush

InMoment XI

Three Reasons Why, In SaaS, Customers Really Are the Drivers of Revenue & Growth Yes, every new company starts with no customers and a green field of prospective ones. The focus, naturally, is on customer acquisition. The focus is on prospects. For software-as-a-service (SaaS) companies, like other subscription-based industries, as the company grows, the focus.

Software 200
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Why There is No Back-of-the-House Anymore

Steve DiGioia

This original article was written by Steve DiGioia. They threw the scraps on the floor again; look at that! Lazy s.o.b.’s. We can’t get away with that, but they can? And just because they are in the kitchen, they can be a slob? I need to be perfect or I get hell from my manager. “Your uniform is wrinkled” or “get into the […]. The post Why There is No Back-of-the-House Anymore appeared first on Steve DiGioia and was written by Steve DiGioia.

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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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Audit Your Progress with the 5-Competency Reality Check Audit

Customer Bliss

The five competencies connect customer experience to business growth, unite leaders on customer priorities, and shift your business focus to earning the right to grow by improving customers’ lives. This is an audit I conduct with my clients at the beginning of each coaching engagement to determine how much work has been completed in each of the five competencies.

Survey 130
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5 Secrets Entrepreneurs Can Use to Achieve Massive Growth (Regardless of Budget or Industry)

Michel Falcon Experience

Ready to start learning right away? Learn 28 strategies for improving your company’s customer experience today by reading my free ebook. Download it for free by clicking here.Disclaimer: Just a heads up. This is a 2,500 word article with statistics, best practices, and tangible learning. If you’re not serious about… Read More». The post 5 Secrets Entrepreneurs Can Use to Achieve Massive Growth (Regardless of Budget or Industry) appeared first on Michel Falcon Customer and Employee Experien

Industry 128
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A Customer in the Hand Is Worth Ten in the Bush

InMoment XI

Three Reasons Why, In SaaS, Customers Really Are the Drivers of Revenue & Growth Yes, every new company starts with no customers and a green field of prospective ones. The focus, naturally, is on customer acquisition. The focus is on prospects. For software-as-a-service (SaaS) companies, like other subscription-based industries, as the company grows, the focus.

Software 200
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3 Ways to Tell if Your Customer Relationship is All About You

Beyond Philosophy

Sometimes we have a relationship we think is good, but it really isn’t. It’s true in friendships, marriages, and yes, even business relationships. There are some signs that your Customer relationship is all about you, or one-sided, and they are easier to spot than you think. Many of the things that make personal relationships fail make your relationship with Customers one-sided.

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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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Do you really want a journey map? Or is a customer experience map better?

Heart of the Customer

At Heart of the Customer we focus almost exclusively on journey mapping. So when a new customer calls, it often surprises them when we ask them whether they really want a journey map. Because sometimes an experience map is a better fit. It takes us a surprisingly long time to work through what we should […]. The post Do you really want a journey map?

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How LinkedIn’s CEO Leveraged Feedback to Improve Their User Experience

Michel Falcon Experience

When was the last time your customers gave you feedback and you leveraged that to create change?If you’re reading this, I’m going to assume you have a LinkedIn account. After all, not having a LinkedIn profile today is like not having a resume in 1999.In my opinion, LinkedIn has opportunities… Read More». The post How LinkedIn’s CEO Leveraged Feedback to Improve Their User Experience appeared first on Michel Falcon Customer and Employee Experience Expert.

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Customer Experience Journey Map or Service Blueprint?

Win the Customer

To design and deploy services, it’s crucial to have both customer experience journey maps for vision and customer service blueprints for process development. In a recent post, the team at Cooper dove into the differences between customer experience journey maps and customer service blueprints. Customer experience and customer service often are used interchangeably, but the […].

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Training Employees on Nonverbal Clues

Beyond Philosophy

When you hear a person (read Customer) sigh, what do you think they are communicating? Is it sadness? Frustration? Exhaustion? All three? Chances are, it’s a subconscious communication of many things, including all of the above. It’s important to identify what nonverbal clues like a sigh communicates—whether you are the one that heard it or the one that is doing it.

Training 109
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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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The Discount-Revenge Cycle – and how to be a better communicator

Horizon CX

Customer Experience encompasses a multitude of sub-disciplines. and covers substantial ground in the world of business. However, one specific aspect of Customer. Experience that interests me in particular and is something I’ve been attuned. to for years is the art of communication. Those working within an organization where there is more than one. employee, which naturally applies to just about everyone except for those one-person. operations, will appreciate the ideas expressed here.

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Insuring Swimming Pools against Theft

Wired and Dangerous

Customers are getting weary of service providers overselling them features they do not need and will never need. When my phone bill seemed higher than it needed to be I called my phone service provider and learned I had been paying for a feature I would never use in a million years. The call center reps retort: “You should have read the fine print.”.

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Why Your Customer Service Experience Isn’t “Bae”

Win the Customer

We’ve all experienced bad customer service. Think of the feeling that was left in us (much like a bad first date). It’s not pleasant. And if you have too many, you’ll quickly develop a poor reputation with those you need the most, your customers. Have you ever been on a date in which you did […].