Sat.Nov 22, 2014 - Fri.Nov 28, 2014

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Who will be the next ‘United Breaks Guitars’? Don’t let it be you!

ijgolding

'In 2008, Dave Carroll’s guitar was broken by United Airlines. Unbeknown to United at the time, Dave Carroll is a Canadian musician and a member of the band ‘Sons of Maxwell’ As a result of the lack of desire demonstrated by United to deal with the issue, Dave felt that his only option was to reach out to social media to share his experience with as many people as possible.

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NBA’s Oklahoma City Thunder CLICKs With Its Fans

Experience Matters

'I attended last night’s Oklahoma City Thunder game to participate in a ceremony awarding the NBA team’s partners with a CX Innovation Award from the Customer Experience Professionals Association ( CXPA.org ). Actually, the Thunder won the award for its fan experience efforts. But the NBA organization feels so strongly about the role that its partners play in the overall experience that it shares these types of awards with partners.

Sports 308
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5 Ways to Sabotage your Customer Experience

Experience Investigators by 360Connext

'Sure, you may not intend to, but there are probably ways you, as the leader of your department or organization, are sabotaging the experience your customers have. And who can blame you? Today, leaders have more expectations with fewer resources. We’re asked to report on reporting reports, meaning we spend more time saying what happened instead of making things happen.

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When Expectations are Clear Your Staff Owns It

Who's Your Gladys?

'Have you developed a set of memorable service expectations that stick in the minds of your staff? A vision that defines who employees are expected to “be” for their customers and colleagues is powerful. But only when it’s modeled, shared and reinforced.

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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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The big ‘Wi-Fi’ conundrum: a way to make money or a way to give customers what they need?

ijgolding

'Maslow’s Hierarchy of needs is a psychological theory proposed by Abraham Maslow in his 1943 paper “A Theory of Human Motivation” The theory is most commonly portrayed in the shape of a pyramid with the largest, most fundamental levels of human needs at the bottom and with the ultimate need for self-actualization at the top. 71 years later, it could be argued that Maslow’s perception of what constituted basic physical needs has been surpassed by something even more fund

More Trending

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3 Rules for Investing in Good Relationships with Customers

Experience Investigators by 360Connext

'Tomorrow Thanksgiving Day in the United States! I recently sent a letter to the CXI® Club listing some things I’m thankful for this year, but I wanted to be sure this part was not exclusive to people on our mailing list: I’m very thankful for you, reading this [letter] and our blogs each week. We get such tremendous feedback and ideas from our community, and many of you have become friends and clients.

Banking 286
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It’s the Season for Customer Storytelling, so Be There and Be Reliable

Customer Bliss

'Your ability to be there and deliver experience reliability gives your customers a story to tell in social media. Make the moments of truth a positive story that your customers can tell others. Read More: Taking the Reliable Experience to Differentiation - When you have established a reliable experience, you’ll find it more natural to create cross-company teams for rebuilding aspects of the experience.

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15 Brand Trends for 2015

CX Journey

'Image courtesy of derekGavey Another year almost gone, and it''s time to start sharing trends and predictions for 2015! Last year, I shared Brand Keys'' Robert Passikoff''s 14 Brand Trends for 2014. This year, Robert again put together his proposed trends for the upcoming year. He again shared his thoughts on the numerology, as well, this time, obviously focusing on 15: In numerology 15 is the combination of the number 1 (representing leadership and forward movement) and the number 5 (numeric f

Trends 171
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Report: Evaluating Mobile eGift Card Purchasing Experiences

Experience Matters

'We published a Temkin Group report, Evaluating Mobile eGift Card Purchasing Experiences. The report uses Temkin Group’s SLICE-B experience review methodology to assess the mobile sites of 10 retailers. Here’s the executive summary: Although smartphones are a convenient interaction channel, their small screens pose serious design challenges for companies.

Report 265
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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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4 Actions to Exceed Customer Expectations

Beyond Philosophy

'I meet many organizations that say they want to exceed Customer expectations at every moment of contact. I tell them they are mad! No organization can afford to do this. “The first step in exceeding your customer’s expectations is to know those expectations.”. - Roy H. Williams, Author of the Wizard of Ads. For most organizations, just meeting their Customer’s expectations would provide a good experience.

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Innovative Service: Two Very Powerful Words

Wired and Dangerous

'“Thank you!” These are arguably the two most powerful words in the English language. Customers and colleagues love to hear and feel a sincere “thank you”. Imagine what would happen to your business if everyone increased their use of these two words with associates and customers. This tactic can set an organization apart in an era of “take-you-for-granted” service.

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Weathering the Negativity Storm

CX Journey

'Smiling through the misery on summit of Ben Cruachan Today I''m pleased to present another guest post by Sarah Simon. This post marks another installment in Sarah''s series on lessons from the high country. What the Mountain Teaches The weather on the lower reaches of Ben Cruachan (3,684 ft/1,126 m) seems reasonable enough: cool and overcast, pretty typical for Scottish mountains.

Fashion 158
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4 Customer Experience Pitfalls Within the Franchise Industry

Michel Falcon Experience

'I’ve spent years studying the franchise business model; it’s complex. Ensuring that you have a seamless customer experience across the entire brand is key to success. One of the primary reasons that someone may invest in buying a franchise is because of it’s proven operating systems. If you follow the… Read More». The post 4 Customer Experience Pitfalls Within the Franchise Industry appeared first on Michel Falcon Customer and Employee Experience Expert.

Industry 142
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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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10 Simple Tips to Improve Customer Care In Just 1 Day

Win the Customer

'Customer care is one of the most important aspects of growing a successful business. Here are 10 tips and tools you should utilise to improve customer care. Taking for granted that each and every customer matters is the quick way to ruining your reputation and damaging your ability to be successful in making and keeping […].

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7 Reasons Brand and CX are Disconnected

Beyond Philosophy

'Marketing and Branding are the first contacts you have with your Customers. Your brand is the promise you make to your Customers. Your experience is how you deliver on that promise. Surprisingly, too many organizations don’t deliver on the brand promise they made in their Marketing and Branding efforts, causing a disconnect between the two. We use a Customer Experience Assessment model called Naive to Natural to assess whether companies focus on Customers primarily.

Brands 129
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5 Tips to Boost Customer Engagement from Black Friday to New Year's

Think Customers

'Tis the season for celebration, giving, and.shopping! As Black Friday approaches and Cyber Monday nears, consumers are thinking of how to score the best deals possible, while retailers focus on delivering the best possible customer experience. Here are five tips to help boost your customer engagement and increase retention during the holiday shopping season: There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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How We’re Learning to Win Against Big Online Competitors

customer sure

You can’t outspend them on marketing. You can’t match their awareness. But bigger does not mean better and we’ve been learning how to beat some well established brands. In this post, we’re going to share 5 tactics we’ve learned, so you can learn how to take on your larger competitors and win. Along with a couple where we’ve made mistakes and learnt from them!

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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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Handle a Business Crisis with Solid Social Media Management

Win the Customer

'As a brand, social media can be your best friend or your worst enemy. Through it you can communicate and attract potential customers, but it can also easily tarnish your image if not maintained properly. Know how to perpetuate your uniquely developed brand voice through crisis. Maintain your cool with these worst-case scenario social situations […].

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Revisiting Strategy: Does Effective Strategy Involve More Than Strategy?

Maz Iqbal

'Is Strategy Purely An Exercising In Thinking? Is strategy an analytical exercise where one collects useful data, crunches this data, finds where the opportunities lie, and then selects the most promising opportunity? Is it merely a matter of ‘scanning the landscape of opportunity’ and selecting the most suitable opportunity? Put differently, is the job of the strategist to select which table to play at?

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4 Tips for Giving Thanks to Customers

Think Customers

'With Thanksgiving fast approaching, it''s common for businesses to send out emails, greeting cards, and other messaging to customers to thank them for their patronage. And why not? It''s that time of year when many people take a step back and reflect on those things they''re most thankful for, whether it''s family, friends, health, security, etc. There are numerous ways that companies can help make customers feel appreciated and valued - in late November and throughout the year.

Tips 104
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Your Customer Experience is Only as Strong as the Weakest Link

Touchpoint Dashboard

'Today’s post is by guest blogger Annette Franz; her post is a modification of one that appeared on CX JourneyTM on January 7, 2014. Where are you on your customer experience journey? Well down the path or just starting? Regardless of where you are, I know journey maps are in your future. Let’s start with […].

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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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5 Ways You Can Use Proactive Customer Service To Stop Problems Before They Start

Win the Customer

'How you view customer service determines how successful you will be with it. Do you merely see service as a way to address problems once your customers summon the energy to contact you? Or do you see it as ensuring a great experience from the moment they learn about your business? Far too many business […].

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CS in Conversation: Focus on Adoption to Demonstrate the Need for Customer Success

Amity

Amity had the good fortune of sitting down with a pioneer in Customer Success, Paul Teshima the original SVP of Customer Success (circa 2005) at Eloqua – now the Founder and CEO of Nudge Software , to talk about demonstrating the need for Customer Success. Here are the “aha!” moments we experienced during the conversation. Pioneer [pahy- uh- neer ]: One who is first or among the earliest in any field of inquiry, enterprise, or progress.

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Contact Center Matchmaking: Mattersight Pairs Callers with Agents

Think Customers

'As we enter the busiest shopping and travel season of the year, customer service agents are bracing themselves for the inevitable increase in calls and messages. And tense situations can get even worse when the personalities of the caller and agent clash. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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Four Signs You’re Out of Touch with Modern Sales Strategy

PeopleMetrics

'Technology is shaking the foundation of sales. Remember when outbound sales used to be the state of affairs? When salespeople drove numbers with cold calls, door knocks, and hard closes? A-B-C. Always. Be. Closing. Put that coffee down! Coffee is for closers only. "Judging by these droppings, we can deduce a closer is nearby.". Well, it was. Now, not so much.

Sales 48
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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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Gamification and Crowdsourcing Meet Customer Service

Win the Customer

'Customer service is the new battleground for business competition. Any organization that wants to remain relevant today will need to ensure that they’re ready and willing to listen, engage, and respond to customers through the customer’s preferred communication channels in real time. With customer service becoming such a hotly contested area of business differentiation, why […].

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5 Keys to Retaining your Customers

Amity

Retaining your Customers is and will always be a key concern with any SaaS company and implementing best practices will become pillars for a successful organization. I have listed 5 key areas I believe will provide a solid footprint as you start to form your own best practices. As you implement, keep in mind the saying “walk the talk don’t just talk the talk” You must continuously execute around your best practices to be successful.

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Sonic Automotive Sets Its Sales Strategy on 'FIRE'

Think Customers

'While sales teams are an important driving force for profit in organizations across all industries, Sonic Automotive recognized that most are rarely given the tools necessary to achieve success. Thus, the auto retailer partnered with MicroStrategy to address the lack of insight accessibility by deploying FIRE (Financial and Insurance Reporting Engine), Sonic Automotive''s internal mobile application, which enables sales professionals to close deals.