Remove marketplace course-evaluations
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Build One Version of the Truth

Customer Bliss

Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Take the Quiz. Why I Built This Quiz.

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Our Competition is Beating Us Despite the Fact We Are Better Than Them

Beyond Philosophy

How Are Customers Evaluating Their Options? When evaluating options, we don’t always focus on what’s most important. In Behavioral Science, this thinking is called the Evaluability Hypothesis. When something is difficult to evaluate, we find an easier way to decide. My Loss of Power.

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Customer Experience Strategy: Paradigm Shift!

InteractionMetrics

Your services change, and marketplace forces evolve. Marketplace Questions : This one works well in one-on-one interviews: “I am interested in everything you have to say about <COMPANY> and the <ABC> industry.” Of course, it can be painful to face your shortcomings. But it’s how we grow.

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5 Spectacular Ways To Create the Worst Customer Experience

Experience Investigators by 360Connext

This brings to mind the online obstacle courses that derail the customer journey with redundant steps or unusual registration requirements, but what about the offline experiences that can be just as ridiculous? Ignoring the evolution of the ever-changing marketplace is the same as ignoring what your customers need the most.

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How to Survive The Great Resignation (and Thrive Afterward in 2022)

SurveySparrow

By forcing us to see just how uncertain life is, it made us re-evaluate our lives and ask ourselves what actually matters. Many chucked their current jobs to study or sign up for training courses that would help them upskill. Set internal talent marketplaces. Welcome to the internal talent marketplace. Adopt automation.

How To 52
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How to Survive a Great Resignation (and Thrive Afterward in 2022)

SurveySparrow

By forcing us to see just how uncertain life is, it made us re-evaluate our lives and ask ourselves what actually matters. Many chucked their current jobs to study or sign up for training courses that would help them upskill. Set internal talent marketplaces. Welcome to the internal talent marketplace. Adopt automation.

How To 52
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Why Your Support Agents Hate Their Tech (And How Kustomer + Dialpad Can Change That)

Kustomer

Of course not. Your agents don’t expect you to solve all their problems—well, okay, the reasonable ones don’t—but what they do expect is that you’ll start to track the challenges they’re facing and that where you can, like in the case of the tech they use, re-evaluate the value it brings vs what it might be costing you.