Sat.Feb 13, 2016 - Fri.Feb 19, 2016

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CX Evolution: Getting Started

InMoment XI

Getting Started with Customer Experience First of all, thank you. Between LinkedIn, Twitter, the CX Café and Customer Think, my latest blog post “Will Customer Experience Survive?” has been seen by almost a thousand people. There’s been a lot of engagement too. Some in reference to 6 sigma and a lot around CX – all. View Article.

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Modernize Leadership: Shifting 8 Outdated Management Practices

Experience Matters

Over the previous decade, I’ve had the opportunity to work with and study thousands of companies. One of the things that I’ve noticed is that the world has changed a lot, but organizational management has stayed substantially the same. Technology has enabled entirely new practices and we’ve developed a much deeper understanding of what drives human behaviors and business success. […].

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There Are No Secrets to Zipcar’s Journey Map Success

Customer Bliss

How does your organization utilize the journey map? As the framework to consistently drive company focus that lines up your customer listening, improvement, and planning efforts? Or are the silos still promoting their internal processes as a “journey”? Lesley Mottla was part of the management team that developed Zipcar’s award-winning customer experience and technologies.

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Personalize to Improve Your Customer Satisfaction & Make Your Customers Happy! - Transforming the Customer Experience

Kristina Evey

Understand WHY Customers Remain Loyal to Your Company. Improving customer service and profits… many companies make this so very complicated. Once you realize that you can design service into your processes, it makes much more sense. The magic happens when you’ve committed to the mindset and process required. Here are a few strategies to get you started… Make sure that you learn and USE your customer’s names at least once during your conversations.

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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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CX Evolution: Getting Started

InMoment XI

Getting Started with Customer Experience First of all, thank you. Between LinkedIn, Twitter, the CX Café and Customer Think, my latest blog post “Will Customer Experience Survive?” has been seen by almost a thousand people. There’s been a lot of engagement too. Some in reference to 6 sigma and a lot around CX – all.

More Trending

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And You Wonder Why Business is Bad

Steve DiGioia

doesn't the buck stop with you? This original article was written by Steve DiGioia. We hire those we expect to help us get better. We want them to be the front line of our business. We put our trust in their efforts to do what is “right” for our customers. But then we fail them … The problems start right at the “orientation phase” Who takes the new employee and immerses them in the “culture of the business”?

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Can the CMO also be the CCO?

Customer Bliss

I recently got back from speaking at a conference where I met with many CMOs of the worlds’ largest companies. Customer experience is a priority to all. The question we discussed was; could the discipline and competencies required to lead a company through a customer experience transformation be led from marketing, by the CMO? In other words, can the CMO also be the CCO?

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CX Evolution: Getting Started

InMoment XI

Getting Started with Customer Experience First of all, thank you. Between LinkedIn, Twitter, the CX Café and Customer Think, my latest blog post “Will Customer Experience Survive?” has been seen by almost a thousand people. There’s been a lot of engagement too. Some in reference to 6 sigma and a lot around CX – all.

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9 Things to Do Before You Send Online Surveys

GetFeedback

To collect valuable feedback, you have to ask for it the right way. Before you send online surveys, check these to-dos off your list.

Survey 150
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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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Do You Have a Funny Bone? The 3 Vital “Bones” Required by All Customer Experience Leaders!

ijgolding

It is with great pleasure that I enter my second calendar year as a CustomerThink Advisor. This year the focus of my exclusive column is evolving – from a generic view of the importance of doing the right thing, for customers and employees to a more specific focus on skills. In 2016, this column will feature thoughts, guidance and inspiration on how to build skills for Customer Experience LEADERSHIP – I very much hope you will enjoy reading them as much as I will enjoy writing them!

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Service Professionalism – Neither Scripts Nor These 5 Gems

Michelli Experience

Once upon a time…in a land far, far away…I was a young organizational development specialist employed by a sizable health care system. My job was to “improve customer service by deploying employee scripts.”. Given my naivete, I took to my task by researching the best available customer service programs. Ultimately, I purchased a boxed set of materials, developed a communication and training plan, and marched the program right into the organization.

Policies 122
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CX Evolution: Getting Started

InMoment XI

Getting Started with Customer Experience First of all, thank you. Between LinkedIn, Twitter, the CX Café and Customer Think, my latest blog post “Will Customer Experience Survive?” has been seen by almost a thousand people. There’s been a lot of engagement too. Some in reference to 6 sigma and a lot around CX – all.

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Overcoming Obstacles of a Remote Workforce

NICE inContact

A few short decades ago handling the daily communications and operations of the workplace was completely different. Transmitting a file meant waiting on a fax to slowly transcribe an original paper document on the sender’s side to a flimsy, waxy roll of paper on the receiver’s end. If you wanted to meet with a team on the other side of the country, you booked flights, accommodations, and local transportation to get all the attendees in the same room.

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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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Retailers Who Create Value For Customers – WIN!

Storyminers

(image courtesy of info.comm-works.com). Last week’s blog covered the first of two themes that emerged for me at the National Retail Federation’s Big Show in New York. “Retailers are acting on the notion that customers’ needs are different than their own.” That blog painted a picture of how the disconnect between retail decision-makers and their customers has been eliminated and how, using technology, it’s much easier to understand what customers want.

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Customer Experience Herd Mentality and the Fear of Missing Out

CX Journey

Image courtesy of claustral I originally wrote today's post for Intradiem. It was published on their blog on September 17, 2015. Are you following the herd or defining your own path to success? In business and in life, there's this crazy notion of the herd mentality. What is it? According to Wikipedia : herd mentality, or mob mentality, describes how people are influenced by their peers to adopt certain behaviors, follow trends, and/or purchase items.

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CXEvolution: The Two Numbers Every CX Professional Should Know

InMoment XI

Every time I meet with a client to discuss their CX programme I keep in mind two critical numbers. These are the two numbers that make sure we are doing our jobs properly and ensure we make every effort to make the right decisions to improve the experiences of our customers. Organisations spend a. View Article.

Meeting 200
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3 Ways to Boost Your Customer Service Listening

Experience Investigators by 360Connext

You know the feeling. You see a customer heading your way to complain. Or maybe they’ve already submitted feedback and checked the “please follow up” box on the form. Or maybe your employees have warned you about the person who has complained to them already and is bringing her concerns up the chain. In any […]. The post 3 Ways to Boost Your Customer Service Listening appeared first on Customer Experience Consulting.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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Retailers Who Create Value For Customers – WIN!

Storyminers

(image courtesy of info.comm-works.com) Last week’s blog covered the first of two themes that emerged for me at the National Retail Federation’s Big Show in New York. “Retailers are acting on the notion that customers’ needs are different than their own.” That blog painted a picture of how the disconnect between retail decision-makers and their […].

Retail 100
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Storytelling to Inspire Business Success

CX Journey

Image courtesy of Amazon Today I'm pleased to share a guest post by Paul Laughlin. Ten years ago, in 2005, a group of people working in the field of knowledge management across the UK and the USA coined the phrase " narrative leadership." So was born what might appear to be another fad in the field of leadership. Plenty of books were written and conferences attended.

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CXEvolution: The Two Numbers Every CX Professional Should Know

InMoment XI

Every time I meet with a client to discuss their CX programme I keep in mind two critical numbers. These are the two numbers that make sure we are doing our jobs properly and ensure we make every effort to make the right decisions to improve the experiences of our customers. Organisations spend a.

Meeting 200
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Three Ways Journey Mapping Can Drive Employee Engagement

SuiteCX

One of the most compelling reasons to conduct a journey mapping exercise is to get various employee representatives around the room, engaging with one another and finding ways to make positive organizational change. One of the most compelling reasons to conduct a journey mapping exercise is to get various employee representatives around the room, engaging with one another and finding ways to make positive organizational change.

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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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Three Low Cost Ways to Improve Customer Service

Bill Quiseng

Recently in a LinkedIn group, one of the members asked the following question: “The global economy is slowing down, but you’ve been asked to do the impossible: Control costs AND improve customer service experience. How can you do it?” While I commented within the group, LinkedIn limited the space allowed for the response so I wanted to elaborate here.

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How To Build Stronger Customer Relationships & Why It Matters

Heart of the Customer

Guest post by Brooke Cade. The way we communicate with each other has changed. Digital marketing and social media has transformed our world, the way we gather information and how we engage with each other. Because of this, businesses have had to reevaluate the way they communicate and market to their customers. Millennials are a […]. The post How To Build Stronger Customer Relationships & Why It Matters appeared first on Heart of the Customer.

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CXEvolution: The Two Numbers Every CX Professional Should Know

InMoment XI

Every time I meet with a client to discuss their CX programme I keep in mind two critical numbers. These are the two numbers that make sure we are doing our jobs properly and ensure we make every effort to make the right decisions to improve the experiences of our customers. Organisations spend a.

Meeting 200
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Three Ways Journey Mapping Can Drive Employee Engagement

SuiteCX

Click here to view SlideShare. One of the most compelling reasons to conduct a journey mapping exercise is to get various employee representatives around the room, engaging with one another and finding ways to make positive organizational change. Customer Journey Mapping: Three Ways Journey Mapping Can Drive Employee Engagement. 1. suitecx ©2015, suitecx Inc.

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Drive GTM Efficiency with Tech Stack Consolidation

Consolidating your tech stack is an effective cost-saving measure that drives GTM efficiency and adds value to your enterprise. With a cohesive, integrated tech stack, your revenue teams can deliver an excellent customer experience that sets you up to win faster than your competitors.

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Command Customer’s Attention: The Secrets Uncovered!

Beyond Philosophy

Everyone wants your Customers’ attention. These bids for attention surround us, in the form of advertisements to street signs to the clothes people wear or, in some cases, don’t wear! These ubiquitous pleas for attention can be overwhelming and crowd out your bid for your Customers’ attention. So it’s up to you to cut through the clutter and reach them.

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The Politics of Customer Service

Wired and Dangerous

The political season is upon us! And with a presidential debate every few days, candidates are getting plenty of opportunities to utter misspoken sound bites. Under the pressure of cross examination and under the floodlight of the electorate’s pursuit of a secular messiah, perfection seems to have become the standard. The winner is often less about the wisest debater and more about who did not make a mistake.

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CXEvolution: The Two Numbers Every CX Professional Should Know

InMoment XI

Every time I meet with a client to discuss their CX programme I keep in mind two critical numbers. These are the two numbers that make sure we are doing our jobs properly and ensure we make every effort to make the right decisions to improve the experiences of our customers. Organisations spend a.

Meeting 200