Sat.Jan 14, 2017 - Fri.Jan 20, 2017

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The Best Way to Boost Your Survey Response Rate

QuestionPro Audience

One common dilemma we often hear from researchers is that they are investing a great deal of time, resources, and effort to develop a high quality survey, but their survey response rates are declining, as is their online data quality—leaving them unsatisfied with the outcomes of their research. After all, the research is meaningless if the survey results are inadequate.

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How to Embed a Customer Experience Framework 

ijgolding

In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. Whilst the list of seven things is by no means exhaustive, in my experience, together they provide a remarkably solid foundation to embedding the right environment and supporting behaviours to turn talk of customer centricity into reality.

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Avoiding CX Strategies That Fire Before Aiming

InMoment XI

As a platform Implementation Manager at MaritzCX, I am often engaged in strategic planning discussions where organizations design a clear vision for their customers’ experience. Discussions range from the value of measuring customer transactions vs. overall relationships, creating vs. fixing customer experiences, and how to empower employees to be proactive with their customers.

Strategy 218
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Customer service skills: What does it take to make a great contact centre manger?

Vonage

Contact centres act as the front-line for many businesses. They are the point of contact where customers and companies meet to resolve issues and buy products and services. Operating at their best, contact centres play a fundamental part in creating a positive customer experience. At their worst, they can inflict irreparable damage that the business they represent will find hard to come back from.

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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 Fire Rooster

AskNicely

2017 is the Chinese year of the Fire Rooster – heralding lots of changes and challenges. A new President, fallout from Brexit, market uncertainty – and no clear leader of the Rebel Alliance. Uncertainty breeds unhappiness and unhappy customers are more likely to change loyalties, share negative experiences or jump ship. You need to be regularly assessing how your customers feel.

More Trending

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Avoiding CX Strategies That Fire Before Aiming

InMoment XI

As a platform Implementation Manager at MaritzCX, I am often engaged in strategic planning discussions where organizations design a clear vision for their customers’ experience. Discussions range from the value of measuring customer transactions vs. overall relationships, creating vs. fixing customer experiences, and how to empower employees to be proactive with their customers.

Strategy 200
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Is Business a Game? Customer Experience Lessons from Gaming

Michelli Experience

Over the years, as a customer experience consultant, I’ve increasingly become a student of “game theory” and of the “gaming industry.” I sense I am not the only one. For example, Thomas J. Watson the founder of IBM is quoted as once saying that “business is a game.”. As you likely know “game theory” is a branch of mathematics that postulates how people interact with one another to get their respective needs met (either in competitive or non-competitive ways).

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How Volkswagen is leading Customer Experience, With Jason Bradshaw – CB035

Customer Bliss

Episode Overview. Jason Bradshaw is the senior leader for customer experience — same role as a CCO, essentially — for the Volkswagen Group Australia. He’s been there since October 2015. Previously he held similar executive customer-facing roles with Target Australia, Fairfax Media, and Singtel Optus. There are a lot of interesting aspects to my discussion with Jason, but one of the bigger ones is his hiring process, which was quite thorough.

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6 Useful Examples of Apology Letters to Customers

Comm100

According to Ruby Newell-Legner’s book, Understanding Customers, “It takes 12 positive experiences to make up for one unresolved negative experience”. As much as we may try and prevent them, negative experiences are a part of life. When our customers are unsatisfied with an interaction with or a purchase from our company, the best thing that we can do is apologize to them.

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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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Closing the Forgotten Loop

InMoment XI

As customer experience professionals, we often worry about response rates. At the heart of the question of response rate is whether customers want to provide you with feedback and engage with your survey. Why do customers provide feedback? Customers who provide feedback want you to get better. They want you to use what they are. View Article.

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4 reasons people hate buying a car and what auto companies can do about it

Alida

For the past century, cars have been an integral part of the American dream. Owning a vehicle provides more than just convenience. Cars represent freedom, fun and self-expression. At least until recently, having a car was synonymous with independence, especially for young people. All of that’s about to change. In the near future, car sharing and mobility platforms will become an attractive alternative to car ownership.

Company 161
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How do you know if a customer-centric strategy is working?

Customer Bliss

Many companies talk about having a customer-centric strategy. Not all actually do. There are some great companies at this out in different industries — this article profiles a few of them, for example. But if you attempted to apply a customer-centric strategy in 2016 (or even have it on the radar for this year), how do you know if it’s working?

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The Fire Rooster

AskNicely

2017 is the Chinese year of the Fire Rooster – heralding lots of changes and challenges. A new President, fallout from Brexit, market uncertainty – and no clear leader of the Rebel Alliance. Uncertainty breeds unhappiness and unhappy customers are more likely to change loyalties, share negative experiences or jump ship. You need to be regularly assessing how your customers feel.

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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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Closing the Forgotten Loop

InMoment XI

As customer experience professionals, we often worry about response rates. At the heart of the question of response rate is whether customers want to provide you with feedback and engage with your survey. Why do customers provide feedback? Customers who provide feedback want you to get better. They want you to use what they are.

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Experiential retailing is the next big thing in activewear

Alida

The competitive activewear market is about to get a lot more crowded. According to Recode , e-commerce giant Amazon is preparing to launch its own activewear private label brands. If the rumor is true, Amazon will challenge industry leaders like Nike, Lululemon and Under Armour in the $44-billion active apparel market. Amazon’s interest in activewear shouldn’t come as a surprise given the massive growth of this space.

Retail 152
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ICUC 2017 at NICE Interactions Welcomes Keynote Speaker – Alec Baldwin!

NICE inContact

We’ve managed to top ourselves again by bringing to inContact’s user conference (ICUC) at NICE Interactions 2017 one of the hottest celebrities on the scene – Alec Baldwin! Throughout Alec’s impressive career, he has worked on fascinating projects on stage, on screen and in film. He has numerous awards to his credit, and we can all reflect upon performances of his which have moved and delighted us over the years.

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Ensure 2017 Is YOUR Year: 3 critical things to avoid!

Beyond Philosophy

Let’s face it; the holiday season is well over and becoming difficult to even remember. It’s time to get cracking. With a little effort, we should be back on track in no time. If only it were that easy! The truth is the hot mess we return to makes us want to pack up and head right back on holiday. Unfortunately, for the majority of us, this solution isn’t an option.

Fashion 141
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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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How to Measure Customer Satisfaction with Salesforce

GetFeedback

Customer satisfaction data belongs in Service Cloud. Here are the basics of measuring CSAT with Salesforce, from implementation to best practices.

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New Year, New Resolutions: Four Brand Strategies that Will Increase Customer Satisfaction in 2017

Calabrio

This time of year, many of us are working to evaluate and solidify our goals for the coming year. At Calabrio, we know that to achieve those goals, successful companies are constantly analyzing what is and is not resonating with customers and driving those insights back into the business. From creating improved customer experiences to a renewed focus on employees, we see 2017 as the year that brands look for ways to foster both employee and customer engagement.

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Report: Tech Vendors: Product and Relationship Satisfaction, 2017

Experience Matters

We just published a Temkin Group data snapshot, Tech Vendors: Product and Relationship Satisfaction of IT Clients, 2017. During Q3 of 2016, we surveyed 800 IT decision-makers from companies with at least $250 million in annual revenues, asking them to rate both the products of and their relationships with 62 different tech vendors. HPE outsourcing, […].

Report 131
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Staying Ahead of the Competition

CX Journey

Image courtesy of vigdor Do you know what it takes to stay ahead of the competition? Is that one of your business goals? I recently did an interview with someone for an article she was writing, and one of the questions was about competition and how to best research the competition. Other questions on the topic revolved around how businesses can stay relevant and how they can set themselves apart in over-saturated industries.

CEM 104
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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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Why Employees Need to Be Responsible For Their Own Development

Michel Falcon Experience

How did Michael Jordan become the best basketball player of all time? Sure, for the majority of his career, he had Phil Jackson, arguably the greatest coach of all time. Jackson refined Jordan’s skills, but it was the hours of jump shots, free throws and conditioning that Michael worked on when Phil wasn’t around that made him the greatest player of all time.

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Cheap Airlines: Low Prices! Terrible Service! Can They Change?

Beyond Philosophy

The Wall Street Journal has released its annual scorecard of U.S. airlines, sizing them up according to factors that matter to travelers, including delays, on-time arrivals and lost baggage. Overall, the newspaper reported, airlines did a better job on some measures in 2016 than in 2015, with 7 percent fewer late arrivals. Alaska Airlines earned top rank for the second year in a row, but as a customer experience consultant, I was just as interested in the airlines at the bottom.

Airlines 101
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Celebrating MLK Day in the Year of Purpose

Experience Matters

Happy Martin Luther King Jr. Day! In this Year of Purpose, it seems more appropriate than ever to celebrate MLK Day. When Temkin Group evaluates purposeful leaders, we look for someone who operates consistently with a clear, well-articulated set of values. MLK was one of the most purposeful leaders in the history of the U.S. On this MLK […].

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Teri Yanovitch: Everything Speaks!

Bill Quiseng

This week’s guest post is from Teri Yanovitch , author of Unleashing Excellence – The Complete Guide to Ultimate Customer Service. You can learn more about Teri and her book at the end of her post. I am a big fan of Marriott International. With the recent acquisition of Starwood, Marriott is the world’s largest hotel company with over 5700 properties worldwide.

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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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Bringing Voice Customers To Digital Interactions

Uniphore

So one of the things that we hear and see frequently is that many organizations tend to have two groups within, both kind of oriented toward "How can we engage customers and get them to self-serve?" There's the digital side that's responsible for the web and mobile app, and then there's the voice side that's responsible for the IVR and the natural language.

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What Chair is Reserved for Your Customer?

Wired and Dangerous

Chairs are a big deal. The big boss sits in the chair at the head of the board table. The best player in each section of an orchestra is called “first chair” and the first chair of the first violin section is the “concertmaster.” We call the leader of a committee the “chair.” Many renowned professors get an endowed chair at a university. One of our most frequent expressions for joining a group is, “grab a chair.

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Report: Tech Vendors: Product and Relationship Satisfaction, 2017

Experience Matters

We just published a Temkin Group data snapshot, Tech Vendors: Product and Relationship Satisfaction of IT Clients, 2017. During Q3 of 2016, we surveyed 800 IT decision-makers from companies with at least $250 million in annual revenues, asking them to rate both the products of and their relationships with 62 different tech vendors. HPE outsourcing, […].

Report 120