Sat.Sep 20, 2014 - Fri.Sep 26, 2014

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How Micromapping Can Save Your Business

Experience Investigators by 360Connext

'I had what I thought was a simple request. Let me explain. One of the nice perks of being on a certain level with American Express is gaining access to Regus business lounges throughout the world. A Regus card shows up in the mail and I use it! Not only is it a good co-working space, but they have offices everywhere. I’ve taken advantage of this perk when traveling , most recently in New York City.

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Emirates Vs Etihad – Customer Experience Review

ijgolding

'Many dinner table conversations about customer experience will end up talking about the airline industry. It is almost impossible to find a human who does not have an airline ‘story’ – and most of the time the stories are not particularly positive. An industry that appears to be amongst the most glamorous has consistently struggled over the years to deliver consistently good experiences.

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Psst….Want to Hear a Little Secret About Social Media?

InMoment XI

Move over marketing researchers, and make room for social media. That’s what we’ve been hearing for several years now. Today a plethora of websites make it possible for consumers to read what others have to say about everything from hotels to to car dealerships. These same sites also make it possible for consumers to share. View Article.

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Keeping the “Dream” in Your Dream Team

Who's Your Gladys?

'When your goal is to build a customer service dream team, and keep it going strong – it makes sense to learn from those who’ve already done it. That’s why we’re sharing concrete strategies from Dialog Direct, a company that offers a range of customer. Best practices Call Center Customer Service Communicating with Customers Customer Relationship Management customer service performance Dialog Direct Engagement Leadership Lori Jo Vest Marilyn Suttle performance Who''s Your Gladys?

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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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3 Inspired Ways to Increase Customer Loyalty

Experience Investigators by 360Connext

'The following is a Best of 360Connext post. Don’t you love feeling appreciated? Don’t you hate feeling overlooked ? Customers every day are expressing how they feel – publicly – about these emotions. And yet, there are simple ways to reward customers. Check out these simple ways to increase customer loyalty. Free refreshments on a hot summer day- just because!

Loyalty 272

More Trending

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Psst….Want to Hear a Little Secret About Social Media?

InMoment XI

Move over marketing researchers, and make room for social media. That’s what we’ve been hearing for several years now. Today a plethora of websites make it possible for consumers to read what others have to say about everything from hotels to to car dealerships. These same sites also make it possible for consumers to share.

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Managing the Angry and Out-of-Control Customer

Who's Your Gladys?

'Some customers go beyond angry and become abusive. They might start the call in abusive mode, or might escalate to abusive from mere anger. Sometimes if you don''t tell them what they want to hear, they become abusive. Abusive is defined as verbally threatening, using foul language, and emotionally out of control.

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Customer Advocacy is Not What You Think

Experience Investigators by 360Connext

'The following is a Best of 360Connext post. If there is one way to create a better customer experience, it’s this: Advocate. The term advocate is used a lot when referring to kids in the court system, patients in hospitals, and others who can’t necessarily stand up for themselves. Caretakers are encouraged to advocate for their loved ones – ask questions, probe deeper, be sure you understand the necessary steps to treatment.

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Eliminate Clashing Silos from the Customer’s Experience

Customer Bliss

'The fact of the matter is that it’s the unusual organization that’s set up to let people think and act collectively on behalf of customers. We’re stuck in our dueling silos making independent decisions; taking isolated actions for the purpose of executing our discipline, achieving good numbers and earning a good review. This is the breeding ground for the lack of respect customers feel and the discontent they have with us.

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The 2023 Verint Experience Index: Retail

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

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Psst….Want to Hear a Little Secret About Social Media?

InMoment XI

Move over marketing researchers, and make room for social media. That’s what we’ve been hearing for several years now. Today a plethora of websites make it possible for consumers to read what others have to say about everything from hotels to to car dealerships. These same sites also make it possible for consumers to share.

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How Are You Celebrating #CXDay?

CX Journey

'It''s that time of the year again! Time to celebrate CX Day ! As a member of CXPA (Customer Experience Professionals Association) and a team member of the CXPA SoCal Local Networking Events committee, I am actively involved in the organization and all it has to offer. If you''re a customer experience professional and not yet a member, you should check it out.

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5 Ways Amazon Has Changed How Everyone Thinks About Customer Experience

Win the Customer

'If you don’t like change, your going to like irrelevance even less. If you’re looking for an example of the customer experience revolution, Amazon has shown the way to innovate and dominate by putting the needs of customers first. Making experience the heart of business strategy, Amazon has shown that customer service and customer experience really do matter […].

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Right or Wrong? Protecting Yourself Against Other Passengers

Beyond Philosophy

'Two flights. Two grounded planes. Four angry passengers, one of them with a wet shirt. Two planes worth of delayed passengers. And one big question: Is it okay to recline your seat on a flight? I am referring to the two incidents a couple of weeks ago involving the issue of reclining a seat on a flight. The first event took place on a United Airlines flight and involved a Knee Defender , a device that a passenger can secure to the tray table to restrict the seat in front of them from reclining.

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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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Why Business-to-Business (B2B) Sales Organizations Need to Collect Prospect Experience Feedback

InMoment XI

Collecting prospect experience (PX) feedback from your business customers during each milestone in the sales cycle sets a standard early on that customer-centricity is your organization’s top priority. This level of commitment, demonstrated before they sign the contract, creates a positive and lasting first impression. Moreover, three recent trends in the B2B sales environment1 can.

B2B 200
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Faces of Customer Experience: Ali Banks

Customers That Stick

'Meet Ali Banks! Ali Banks’ began her career in architecture but left her real estate development job to pursue her love of food at Le Cordon Bleu, Paris. Her food adventure brought her back home to New York and now Chicago. Currently the Resident Chef for Sur La Table, Chicago, she teaches hands-on cooking classes to adults and children. Additionally, she is the recipe developer for Sitka Salmon Shares and enjoys experiencing the operation first hand by fishing in Alaska.

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Do You Know Exactly What Customers Want From Customer Service?

Win the Customer

'80% of companies say they deliver “superior” customer service, but only 8% of customers think these same companies actually deliver “superior” customer service. Though most brands believe that their customer service is adequate to keep their customers happy, it’s clear that most customers feel otherwise. When a person purchases products or services from a brand, the […].

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How Sports Results Affect Our Decision Making

Beyond Philosophy

'Most of us think that people make decisions, especially big, consequential decisions, based on a rational assessment of the consequences of that decision. The stock market is a great example. Clearly it makes sense that who fares best in the stock market are those investors making logical, rational choices. Certainly with the types of investments that are made, the sophistication of the analytics that is undertaken and the vast sums of money involved you would want to think that that is the cas

Sports 130
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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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Why Business-to-Business (B2B) Sales Organizations Need to Collect Prospect Experience Feedback

InMoment XI

Collecting prospect experience (PX) feedback from your business customers during each milestone in the sales cycle sets a standard early on that customer-centricity is your organization’s top priority. This level of commitment, demonstrated before they sign the contract, creates a positive and lasting first impression. Moreover, three recent trends in the B2B sales environment1 can.

B2B 200
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From the Archives: Losing a Customer Means…

Customers That Stick

'…we have failed. Failed to listen closely enough. Failed to communicate effectively enough. Failed to provide enough value. Not every customer lost is a failure. Customers’ needs change. Some customers move out of the market, some lose the ability to pay, and some simply no longer need our product or service. Yet, if we look at why most customers are lost, a great many represent a failure of customer experience or of customer service.

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How To Use Customer Experience Data to Improve Customer Service

Win the Customer

'The divide between mature and immature companies isn’t based on the amount of budget dedicated to customer service or experience, but rather the attention given to gathering customer data and acting on customer insight. A survey of companies and agencies translating experience data to customer service action was a key differentiator between companies succeeding in their business […].

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You Need Great Employee Experiences To Create Great Customer Experiences

Forrester

'It's easy to get swept up in the power of the digital age , where smart mobile devices and cloud services open the door for new and exciting ways to engage customers. We think a lot about how these technologies will create enticing customer experiences (CX), making these digital touchpoints the face of the brand. I admit, as a technology fan, I'm enamored with this idea.

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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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Why Business-to-Business (B2B) Sales Organizations Need to Collect Prospect Experience Feedback

InMoment XI

Collecting prospect experience (PX) feedback from your business customers during each milestone in the sales cycle sets a standard early on that customer-centricity is your organization’s top priority. This level of commitment, demonstrated before they sign the contract, creates a positive and lasting first impression. Moreover, three recent trends in the B2B sales environment1 can.

B2B 200
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Case Study: Using Journey Mapping Workshops to Drive Change in City Government Customer Experience

Heart of the Customer

'Kelly Ohaver is the Client Experience Manager at the City of Centennial, as well as an active CXPA member. Her mission is to introduce customer experience principles to improve the city’s experience for its citizens and clients. She describes her job as “the most fascinating, challenging, and rewarding job ever” as she strives to bring an outside-in focus to the city.

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4 Reasons You Need Customer Interaction Analytics Yesterday

Win the Customer

'Customer interaction analytics provide a wealth of information about a contact center’s customers, workforce, and the effectiveness of its current system. In doing so, it highlights a call center’s strengths and weaknesses, information that is crucial to improving both customer satisfaction and efficiency in the workplace. With more and more work in contact centers being […].

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Indian Firms Have The Wrong Customer Experience Reporting Structure

Forrester

'While analyzing the survey results for my recent report on the state of customer experience management in India , I noticed a fundamental flaw in the way that Indian organizations approach reporting structures for their customer experience (CX) teams. About a fifth of the organizations we surveyed rely on their customer service department to lead the charge for CX initiatives.

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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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Bring customer service to life

Very Best Service

'Bring customer service to life When designing a new customer service policy, it is very tempting to go for the minimal offering. Rationale is clear, as such a policy keeps costs low, keeps things simple and provided that expectations are met the customers are unlikely to be disatisfied. It is however missing the point as with such an approach, repeat business is very unlikely unless the pricing policy is such that customers are drawn back but at the same time margins become so slim that it is d

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How To Cause Customer-Centricity By Shaping The Work Context (Part 3 of 3)

Maz Iqbal

'This conversation follows on from where the previous conversation left off. Specifically, I intend to share with you the theory behind the shaping the work context approach to changes organisational behaviour. And the limitations of using the traditional tools: hard and soft. Let’s begin. It occurs to me that the fundamental assumption is that human behaviour is always functional.

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Customer Service Nirvana: Why You Should Never Wait In Line Again

Win the Customer

'Waiting in line is the ultimate dread for any customer working with customer service. The epitome of customer service excellence and what I consider customer service nirvana is the ability for an organization to achieve a level of customer service perfection where customers no longer have to wait in line. When we started DigiCert, a […].